Anyone else experience that Transunion is always difficult to unfreeze?

[swingline]

I've had my credit frozen for years at Experian, Equifax and Transunion for years, and I had my share of problems with doing temporary credit unfreezing with all of them. I understand they don't like people doing freezes and purposely change and sabotage it to make it a hassle.  

 

But while Experian and Transunion give me intermittent problems (new process, password doesn't work, code not sent to email/phone, crashing, unavailable etc.) -- Transunion is by ten times more difficult to successfully use. Every single time I go to use it there is always SOME problem. Is anyone else experiencing a magnitude of problems with Transunion vs the other two?

[TheVig]

No issues here.

[carlsherry]

Yes, I have been having problems with Transunion. I cannot unfreeze online. I have to call every time.

[greendeh]

Just my data point. I have had the issue of unfreeze not being unfrozen multiple times in 2023-2024 (3? 4? times) and only with TU.

All 3 have been frozen over 6 months so don't know the current state of my unfreezings.

 

[swingline]

Multiple users have recently reported that TransUnion's system gives a temporary password that allows login, but fails when attempting to set a new permanent password, showing an error like "The password you entered does not match our records" or similar. This appears to be a glitch or a backend issue on TransUnion's side.

Common Pattern Reported:

• You request a password reset.

• You receive a temporary password via email.

• You successfully log in using the temporary password.

• When prompted to change your password, the system rejects the new password, claiming the old one (i.e., the temporary password) is incorrect—even though it just worked.

I spent over an hour with an agent to get it unhosed. And the verification questions are beyond ridiculous -- not your typical "what phone number did you have 15 years ago," but questions like, "How long have you lived at your current address, 19, 20, 21, 22 or 23 years?" (which is an EASY answer for a scammer to retrieve, but unnecessarily precise). Another question asked me about a person I've never heard about with the only out being "none of these" versus "I do not know this person." Really mean spirted and horrible verification process. 

 

TransUnion really needs a class action against them for systemic abuse of the freeze/unfreeze process. 

[swingline]

 

I can't hate them enough. 

[swingline]

Ok, so after wasting a lot more time, I can report that if your account gets hosed like mine did, the solution is to have them DEACTIVATE it and create an entirely new account with a different username. They are unable to repair it once it gets messed up.

 

 

[greendeh]

On 4/25/2025 at 3:16 PM, swingline said:

Ok, so after wasting a lot more time, I can report that if your account gets hosed like mine did, the solution is to have them DEACTIVATE it and create an entirely new account with a different username. They are unable to repair it once it gets messed up.

 

Excellent data. Thank you for your pain.

[ShawnPY1972]

On 4/18/2025 at 10:30 AM, swingline said:

I've had my credit frozen for years at Experian, Equifax and Transunion for years, and I had my share of problems with doing temporary credit unfreezing with all of them. I understand they don't like people doing freezes and purposely change and sabotage it to make it a hassle.  

 

But while Experian and Transunion give me intermittent problems (new process, password doesn't work, code not sent to email/phone, crashing, unavailable etc.) -- Transunion is by ten times more difficult to successfully use. Every single time I go to use it there is always SOME problem. Is anyone else experiencing a magnitude of problems with Transunion vs the other two?

 

I have the email address for the CEO of TransUnion.  I've had problems in the past with my credit file and I've emailed him and I've gotten a pretty quick response.  His office has always been quite helpful.  

 

His name is Chris Cartwright and his email address is ccartwright@transunion.com

[swingline]

14 hours ago, ShawnPY1972 said:

 

I have the email address for the CEO of TransUnion.  I've had problems in the past with my credit file and I've emailed him and I've gotten a pretty quick response.  His office has always been quite helpful.  

 

His name is Chris Cartwright and his email address is ccartwright@transunion.com

 

Thanks. But just so you know for the future, that's not actually his email address. And anytime you think you have a CEO's address you're just being routed to a group that pretends they are the CEO. Companies also set up fake Managers, Vice Presidents, etc. that are just regular customer service agents. 

 

[shifter]

1 hour ago, swingline said:

But just so you know for the future, that's not actually his email address.

Yep, I was scheduled on a call with one of these guys and the invite came from his actual email address. Assume his name was John Edward Smith, his actual email was je.s@company.com as opposed to anything that might be easy to guess. I'm sure if you emailed jsmith@company.com it went to some department. 

[ShawnPY1972]

On 4/29/2025 at 12:57 PM, swingline said:

 

Thanks. But just so you know for the future, that's not actually his email address. And anytime you think you have a CEO's address you're just being routed to a group that pretends they are the CEO. Companies also set up fake Managers, Vice Presidents, etc. that are just regular customer service agents. 

 

 

That might very well be the case but each time I have written that email address I have gotten results pretty quick.

[Billy Blaggs]

Every time I try to unfreeze my credit, it's something – like the password not working or it just crashing. It's frustrating, especially when Experian and Equifax seem smoother.

[MarvBear]

I just very recently lifted the freeze from Experian, Equifax, and TransUnion after 10 years.

I had no trouble lifting my freeze from any Credit Reporting Agency.

I still look at my credit files regularly to make sure all is ok.

At least with the immediate release of the freeze from TransUnion, I just realized I must no longer be in Special Handling Dept's grip.