POOR SERVICE by ITC TRANSUNION Credit BUREAU

Good afternoon,

I was so disappointed today after the poor service I experienced from ITC Transunion Credit Bureau customer service after just requesting login details to my ITC Transunion Account where I'm having a yearly subscription. I remember that I wrote the wrong password only once then they locked access to my account. Then I received a message that I must email them an ID copy where I should write my email address and my phone number as well as my proof of address (copy of utility bill), which I did.

It was on the 24th of April 2021 and I got an automatic response written as follows:

"Dear Consumer

Please note that we have received your request.

Thank you for getting in touch with TransUnion about your query.

Please ensure that you have attached a copy of your ID and Proof of Residence (not older than 3 months) which is in your name, to your request.

Please ensure that all documents are attached to 1 email and not sent separately

Please note that we have a 5 working day turnaround time.

If you are sending account payment updates or paid-up letters regarding current / existing TransUnion Disputes or Queries logged, these queries will not be serviced through this mailbox. For any Disputes or Queries related issues, please call our contact centre on ***for assistance alternatively you can visit our website - www.transunion.co.za.

Should you wish to follow up on your query you can provide us with your Ticket number - 547776.

Kind regards"

Today is the 10th of May 2021 but my account is still locked. I decided to phone them during the day today and, after spending a long time queuing on the phone call, their representative responded by first verifying my personal details and promised me that he will be sending me a temporary username and password in 5 minutes time but nothing happened. I decided to phone them again today in the afternoon and after waiting for another long time, another representative responded, confirmed my details and he said I should wait for another 24hrs because he is not the one who is responsible for unlocking my account.

As I was questioning this apparent inconvenience on my side, the phone call just cut off. I suspect, by this time, my air time was finished because of this recurring waiting on call queuing. The representative never bothered to come back to me after the call interruption and so I'm still in the dark as far as my access to the account is concerned. Remember I have a yearly subscription with them which, by the way, the second representative alleged that it has expired but again retracted to saying that it is active. It's so easy for them to accept subscription money, yet it's so difficult for them to unlock a clients' account even after verifying his/her authenticity. To them, resetting a password is a mission, it takes more than a week to do it, and since I already know my username, only the password needs a reset.

To me, their strict measures are more than just protecting clients' accounts from access by potential ********. It looks like they are using the so-called strict measures to mask their poor customer service.

Why should a client pay for a yearly subscription when his/her access is blocked for more than a week? Who knows what may have happened to that account during this blackout when ********* and ******** are all over South Africa as we speak. How the hell am I going to monitor my accounts when people such as ITC Transunion Credit Bureau representatives, two of them, are sleeping on the job? They are entrusted by the public to guard against their accounts but effectively they decide to prevent the very same clients to monitor their own accounts thereby facilitating ********ity in the process.

I don't know what next but I'm still waiting for my issue to be resolved, thank you.