Bad service from call centre, great service through whatsapp

My profile was locked because TransUnion now enforces password expiry after a relatively short period (I believe 90 days) and has implemented a minimum 12-character password requirement. As a result, older passwords no longer work. I have no issue with enhanced security measures; my concern is with the poor service I received from the call centre agent.

For some reason, the OTP did not reach my phone while I was on the call. The agent then asked me to verify my address. I provided my address, but he said it was incorrect. I then provided my previous two addresses, including the unit/house numbers and full street details for each complex. He advised that all variations I provided were incorrect and stated that I would need to submit photographs and additional documentation.

Long story short, my profile was eventually unlocked through the WhatsApp support channel, which provided excellent, five-star service. Once I regained access, I reviewed the four addresses listed on my TransUnion credit report. All of them were simply slight variations of the two addresses I had provided during the call, which is unsurprising given that I know where I have lived. The differences were immaterial, such as including "ZA" in one address or abbreviating "Avenue" as "Ave".

I also provided my current address, which can legitimately be described as either a street or a close, as it is labelled both ways on City of Johannesburg street signs and kerb markings. Despite this, the agent maintained that the information was incorrect.

What concerns me most is that the agent stated that I was the only person who could update the addresses on my profile. This is contradicted by my credit report, which explicitly states:

"Your last known addresses as supp**** by a credit/service provider when you completed their credit/service application form/s."

This clearly indicates that address information can be supp**** by credit or service providers and is not exclusively updated by the consumer.

TransUnion, please ensure that your call centre agents are properly trained on the information contained in your own systems and reports. The quality of service I received through the WhatsApp channel demonstrates that a much better customer experience is possible.