Transunion - Reviews and experiences

a default was on my credit file that Octopus Energy confirmed was wrong and told TransUnion twice to remove. Experian cleared that same entry in about a day. TransUnion did not. Months later it was still there. We phoned and phoned — honestly, I lost count — trying to get someone to act faster. The call centre staff kept mistaking our calls for a dispute when we were telling them Octopus had already confirmed the error. Only on the sixth call did someone seem to grasp what we meant. Even then, she said she couldn’t make management read our escalation any quicker because management only responds by email and there’s no direct phone line to them. That’s the odd bit: internal communications apparently don’t exist between the call centre and management, so there’s no quick way to chase things. We had sent a detailed email and cc’d Octopus as advised. No reply. No confirmation that anyone had actually acted. We were told 28 days would be typical, sometimes 5–6 weeks. This started back in May, so timelines were not followed in our case. The real impact was practical: mortgage applications stalled because the incorrect record stayed live. So it’s not just annoying, it had consequences. Customer service was technically polite but slow and structurally limited — they couldn’t escalate properly and couldn’t phone the team that might fix it. Delivery of the resolution was poor: promises of timeframes didn’t hold and automated admin channels weren’t effective. I’m not saying everything is awful for everyone, but the process needs work. A couple of suggestions for others: copy the provider that’s onside, keep detailed logs of calls and dates, and don’t rely on a quick email fix. And for the company — make management reachable or improve internal comms so frontline staff can actually get an issue actioned. It worked out eventually, but only after a long, frustrating delay and repeated follow-ups. So yeah — not perfect, but at least possible to resolve if you keep at it.

I had the worst time with this company's customer service recently. All I wanted was to update my address since I moved a while back, but it turned into a total nightmare. The reps didn't seem to know what they were doing, and kept passing me around without fixing anything. Waiting on the phone was the worst part, and the whole thing was just so annoying and took up so much time. I even tried to make a formal complaint, but that was just as hard as trying to update my address. This kind of incompetence shouldn't be okay, and it's just not right for a company to treat their customers so badly.

I can't believe how bad the customer service was when I tried to file a dispute with this company. First, I tried online but kept getting errors that sent me back to the start. So I called customer service for help and waited on hold for over an hour. Finally, I spoke to someone with poor English who transferred me to another person. But that person ended up hanging up on me without fixing anything. It's really unprofessional and unacceptable nowadays. I hope others speak up and do something about this shady behaviour.

My experience with the customer service representatives at this company was so frustrating. When I called to ask about an issue with my account, they were not helpful at all. The first rep I talked to just told me to go online, but I had already tried that. When I called back to update my info and deal with the ongoing problem, I got the same unprofessional treatment. They talked down to me, saying it was a credit bureau and I should handle it online. I had to push to speak to someone who could actually help, and finally, they transferred me to another department. They clearly weren't listening to me or interested in fixing things. The way they acted was just not right for customer service - it was unacceptable.

Don't bother shelling out for the monthly subscription, it's a pain to cancel and way more complicated than it needs to be. Save yourself the headache and go with a free option like Credit Karma, it's just as good. And seriously, asking for your SIN card details over the phone and then passing it along to some company in India? Big no-no for security. You could end up getting scammed or having your info stolen. Best to steer clear of this service altogether.

This company is an absolute disaster, I tell ya. I tried to buy a credit report and it was a total nightmare. The whole authentication thing was a disaster, had me making a bunch of phone calls. The first person I talked to had technical problems and didn't even bother calling me back. The second just kept passing the buck, and the third told me they couldn't help until next week but still charged my credit card right then and there. The customer service is a total joke, do yourself a favour and steer clear of this hot mess.

I was so disappointed with the customer service at this company, eh. The folks they got working there just don't know what they're doing and don't seem to care about us customers, eh. I tried to reach out for help with an identity verification thing, and not only did they not get why I was callin', but they talked to me like I was a total dummy, eh. The way those reps treated me was just so unprofessional and disrespectful, it really bummed me out, eh.

That was such a terrible experience trying to fix an error on my credit report, eh? I had multiple frustrating chats with reps who had a hard time with English and kept giving me conflicting info. Their incompetence and lack of responsibility were shocking, you know? At first, they told me to wait five business days and then give them specific document numbers over the phone to sort it out. But later, they said I had to mail in the docs. How can they mess up something as important as a credit score, eh? It's just mind-boggling.

This place is brutal! The website always screws up, and the staff is super rude and unhelpful. They never do anything to help you out!

I just got a credit monitoring subscription, eh, and honestly, it's been a bit of a letdown, you know. I logged in and was expecting to see my credit score and report, but there was nothing there, which was pretty disappointing. So, I reached out to customer service for help, but they were not very helpful, eh. They didn't seem to know what they were doing and just kept passing me around to different people, wasting my time. There was one person who kept asking me for the same info I already gave when I signed up, which was just frustrating. The whole customer service team seemed really disorganized, and it made me doubt the quality of the service. Even the live chat guy, Lanzy, was not very nice and didn't really help me out, just ending the conversations without solving my issues, you know.