Patrick

I tried to signup to your My True Identity today. The process was a nightmare.

1. Went to my true identity
2. Put in Activation code
3. Clicked sign up and put in data
4. Message on website said I took too long, and I was not signed up
5. I called the number 1 800 663 9980 for assistance
6. The message ambushed me with a number to call for technical assistance for My True Identity. In other words, it was so fast I had no way to write it down.
7. I called back and got a person who knows nothing and gave me the number 1-855-889-4293. It was not the right number.
8. I then got a person who told me to call 1-800-508-2597. It was not the right number. That person put me through to 1-888-228-4939.
9. Each person I called wanted me to tell them the entire story, so I repeated it FOUR TIMES.
10. The person I spoke to when I finally got to the right department, Gray Miller, spoke over me through much of the call. She told me to type in www mytrueidentity ca in Chrome. I did and got 2 websites that didn’t match what she was looking at. WHY?
11. The first one was a search site for different providers. The second one was TransUnion but a different web page. WHY?
12. I cleared my history and finally got back to the SAME website I was originally at on Edge. She told me I can’t use Edge. Why does your website not say we MUST USE CHROME?
13. Once I got into the website, she told me she would hang up, and I had to raise my voice to make her stay on the line until I finished the sign-up procedure because I feared there would be problems. She said I can just call back which would waste another 45 minutes of my time. Unacceptable.
14. As I scrambled to sign up before she cut me off, I found I was unable to complete the process AGAIN.
15. The system said it had a technical problem and to try again later!
16. She then told me my account had been activated the first time I tried but it was locked!
17. So, this means she didn’t check in the first place to see if my account was activated at all but made me go through the process again! WHY? Why waste my time?!
18. She had no answer to this.
19. She then sent me a password reset. I got the email. She said I must wait 15 minutes before I can reset my password. The email does not say that. Why does the email not say it, but she does?
a password reset. I got the email. She said I must wait 15 minutes before I can reset my password. The email does not say that. Why does the email not say it, but she does?

Trans Union wasted well over an hour of my day for something that should have been simple! Your communication is awful! Your training of staff is awful! Your website instructions are awful! Your email instructions are incomplete, misleading and awful! It’s no wonder I have become so upset!