Complaint / review text:
I went to TransUnion.com and obtained my 3-in-1 report. For an extra fee, I upgraded to get scores from all 3 agencies as well. Upon receiving my report, the scores of the other 2 agencies (Experian and Equifax) were wildly different than previous reports I have pulled.
I went directly to Experian's website and pulled my 3-in-1 report with score. The Experian score from Experian was 50 points higher than the Experial score from TransUnion.
I called customer service and was told that TransUnion computes scores based on their own system. I argued that I paid to get the score that other agencies report. The agent told me that there was a disclaimer in the service agreement about this. I requested that the section in the agreement be pointed out. After waiting on hold for 30 minutes, the agent responded and said "Yes, I have found it here", then hangs up.
I called back, and as soon as an agent picked up, I was hung up on again.
I called back a third time and was connected to a different agent than the first time. I explained the situation to this agent and he placed me on hold for another 30 minutes while finding the section in the service agreement. After being on hold, he states that he doesn't have a service agreement to reference. I request to be connected to a supervisor, and am put on hold again. After about 15 minutes, the agent responds and says no supervisors are available. I stated that I would be satisfied by the location of this disclaimer in the agreement, or a refund. He stated that I had to call another number (866) 212-2170 for a refund.
I will be calling the number provided, however I believe that TransUnion is guilty of unlawful business practices. Regardless of whether this issue is resolved, I have spent almost 2 hours of my own time to resolve an issue that should not have occurred. I will be updating this report with the resolution (if there is one).