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Business Profile

Credit Reporting Agencies

National Consumer Telecom & Utilities Exchange

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for National Consumer Telecom & Utilities Exchange's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 40 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/30/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been the victim of having all my personal info compressed. I have been trying to have my nctue account frozen to prevent any utilities from being put in my name however I am unable to put a freeze on my name. They are asking me to send in all my information by mail and I do not feel comfortable since I have already been compromised. There are no options to speak with anyone. Is there anyway I can get some help I am young have have clear credit and do not want my financial/credit life ruined I just want to place a freeze before anyone attempts to get utilities in my name please help

      Business Response

      Date: 01/31/2023

      On January 30, 2023 NCTUE agent contacted the consumer on the phone number provided, message left advising consumer to contact NCTUE on the toll free number to process the request. Consumer called NCTUE on January 30, 2023 for assistance with the filed complaint. Consumer was mailed a document explaining requirements for the consumer request.

      Customer Answer

      Date: 01/31/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *************************

    • Initial Complaint

      Date:01/25/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The automated system said it could not create my Data Report and that I needed to mail a lot of private information if I wanted my report. Already being very worried about having my ID stolen. Mailing all this makes me very nervous.

      Business Response

      Date: 01/25/2023

      On January 25, 2023 consumer was contacted on the phone number provided on the BBB complaint. NCTUE agent spoke to the consumer regarding his complaint filed on NCTUE. Consumer request was processed over the phone and confirmation number provided to the consumer for reference. Consumer will receive his requested document via **** within 5-7 business days. NCTUE contact information was also provided to the consumer via a secure email if there were any additional questions or concerns.

      Customer Answer

      Date: 01/26/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:01/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have tried to access my NCTUE report via the website a few times today, 1.11.23 But the recording told me that they are unable to process my request. I refuse to mail all of my personal information because I'm already a victim of identity theft. I wanted to freeze my NCTUE report to protect myself from further id theft but now I'm worried about doing so seeing the other comments here about others who never received their PIN and then couldn't unfreeze the report. I would like someone from the NCTUE to call me to assist me with getting a copy of my report and then freezing it as long as I can get a PIN. My phone number is ************

      Business Response

      Date: 01/12/2023

      On January 12, 2023 consumer was contacted via the phone number provided on BBB complaint. NCTUE agent spoke to the consumer regarding the request. Consumer request was completed over the phone on January 12, 2023 while speaking to the consumer. On January 12, 2023 consumer was also sent a secure confirmation email detailing all actions taken on her NCTUE Data Report along with confirmation numbers. Consumer was also advised of additional information to better protect personal information. Consumer was provided NCTUE toll free number if there is additional assistance needed. All consumer concerns were addressed on January 12, 2023.

    • Initial Complaint

      Date:01/10/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 10, 2023, I registered with NCTUE and placed a freeze. However, I never received the 10-digit ***. I would like to keep the *** in my files for a future unfreezing need.I called the phone number listed on the website, but was given an address to send a written request to have a new *** sent to me. This doesn't make sense since I never received the original *** to begin with.There must be an easier way to rectify the situation.

      Business Response

      Date: 01/13/2023

      On January 11, 2023 NCTUE addressed consumer complaint. NCTUE agent processed the requested document and mailed the document to the provided address on the BBB complaint via ***** On January 11, 2023 a secure email was sent advising the consumer the needed document was mailed and he should receive his document within **** business days via **** mail. Consumer responded back to the secure NCTUE email on January 11, 2023 stating once he receives the document in the mail the complaint will be closed against NCTUE. 

    • Initial Complaint

      Date:12/08/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I created an account and did a utility freeze. Never reviewed a 10 digit code and cannot unfreeze the account to set up utilities

      Business Response

      Date: 12/13/2022

      On December 9, 2022 consumer was sent a secure email requesting documents in order to process a request for NCTUE. Consumer responded back to NCTUE Tier 3 agent with requested documents on December 9, 2022. Consumer request was completed on December 9, 2022, consumer was notified via secure email with confirmation that the request was completed. 

    • Initial Complaint

      Date:11/02/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      While on a credit recovery journey, I froze my National Consumer Telecommunications and Utilities Data Exchange (NCTUE) account. However, I never received my 10 digit pin to unfreeze it. I need to unfreeze it being that my family is looking to purchase land/home. This is a huge inconvenience.

      Business Response

      Date: 11/07/2022

      On November 3, 2022 Consumer was contacted on the phone number provided in his complaint. Voice message left for the consumer to call NCTUE on it toll free number for immediate assistance with his request. On November 3, 2022 Consumer was also sent a secure email requesting documents to prove he was the rightful owner of the data report before request could be processed. A final attempt was made on November 7, 2022 via phone to communicate with the consumer to assist with his request, again voice message left providing NCTUE phone number and office hours.

    • Initial Complaint

      Date:09/10/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I froze my NCTUE file and now I cant unfreeze it and its a major inconvenience. They are asking for a PIN but one was never given to me nor provide by me so how am I supposed to unfreeze it. Is it just going to be frozen perpetually? That is highly inconvenient. *** also noticed SEVERAL other complaints about this so maybe you should fix your process to provide a pin upfront or have the ********************** provide one when the freeze is requested? Because having to file a complaint every time isnt the answer.

      Business Response

      Date: 09/12/2022

      On September 12, 2022 consumer was contacted on the phone number provided on the BBB complaint. Voice message was left advising the consumer to respond back to a secure email providing documents or to give NCTUE a call on our toll free number for assistance. On September 12, 2022 a secure email was sent to the consumer in which the consumer responded back with the requested documents. Consumer request was processed and confirmation numbers for the completion of the request was provided to the consumer via secure email on September 12, 2022.

      Customer Answer

      Date: 09/12/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Dakota *******

    • Initial Complaint

      Date:09/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I froze my credit with NCTUE in the month of August 2022. Although I have never received the *** to unfreeze the account. I keep calling and can not get a hold of a live person. I will be purchasing a home soon and need the pin sent to me so that I can set up my utilities. I refuse to mail them a request via snail mail when they never sent the original pin to me in the first place. It is 2022 I dont know why they dont allow you to make a request online. If I wouldve known this was going to be such a hassle I wouldnt have locked it in the first place. Also they never stated how the *** will be sentis it mail or email? Can someone from the company please contact me asap?

      Business Response

      Date: 09/13/2022

      On September 12, 2022 consumer was contacted via phone number provided on BBB complaint. NCTUE agent left a voice message advising consumer the NCTUE toll free number for immediate assistance with request. On September 12, 2022 consumer called into the NCTUE call center and spoke to a member of NCTUE that was able to assist the consumer with her request. Request was completed on September 12, 2022. 

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The original dispute happened on 9/7/19 the most recent occurred on 7/15/22. I have tried resolving this issue multiple times since the original date. I have provided the necessary requirements to remove a freeze I put on my account on multiple occasions and I am continually told I have not provided the accurate information. I was never even provided the 10 digit pin the require to have the freeze removed, in the first place. And so I have sent paperwork in to obtain that as well, according to their phone line ************ that provides detailed instructions on how to get a new pin. I did all they asked and still was told I did not provide the accurate information. Now, I can't even speak to a live person or send an email I can only deal with prompts. I would like this resolved and to be able to obtain my 10 digit pin and/or have the freeze removed.

      Business Response

      Date: 08/11/2022

      On August 10 2022, agent contacted consumer by the phone to the number provided and left a voicemail providing the NCTUE toll free number and sent a secure email requesting documents to process request. On August 11th 2022, consumer replied back via secure email providing the required documents to process request. The agent processed the consumer's request and replied back via secure email with the confirmation numbers and confirming the request has been completed. 

    National Consumer Telecom & Utilities Exchange is NOT a BBB Accredited Business.

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