Consumer complaint received 2023-05-17
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XX/XX/XXXX, I enrolled in AutoPay at XXXX XXXX XXXX  to ensure that my payments would be paid on time. I received an AutoPay enrollment confirmation via email. On XX/XX/XXXX, I received an email from XXXX XXXX reminding me that my AutoPay payment will be paid soon. I received no other correspondence since then and assumed that my payments were being made without issue via AutoPay. Unfortunately, this turned out not to be the case. When I checked my credit report on XX/XX/XXXX, I discovered that my credit score had dropped XXXX points from the day before. I checked why this was and saw that it was due to a missed payment to my XXXX  XXXX credit card. I immediately logged in and paid off the entire card balance. I then searched my emails and text messages to see if I somehow missed notification regarding a missed payment, past due balance, or AutoPay failure, but was able to confirm that I had received no such correspondences from XXXX  XXXX. 

I called XXXX XXXX on XX/XX/XXXX and requested that they remove the late reporting due to never receiving notice of their system 's AutoPay failure, past due balance, or missed payment. They denied the request 2 days later. I called again on XX/XX/XXXX and requested the same, but this time of a manager. The same outcome prevailed. 

I am infuriated because had I known that the AutoPay failed back in XXXX, I would have immediately saw to it to correct this. In addition to this, XXXX XXXX has regularly sent me communications in the past regarding my account, but for some reason, seemingly intentionally failed to do so as soon I signed up for AutoPay. I also was not informed that one failed AutoPay would result in the immediate cancellation of AutoPay indefinitely. I can not help but feel as though this is a predatory business practice to charge excessive late fees on unsuspecting customers. The whole reason I signed up for AutoPay was to avoid past due payments! And as soon as I signed up for AutoPay, I was no longer notified of any past due payments or any errors/issues regarding my account despite having received them before on a regular basis.

I am incredibly adversely affected by this because I am need to get into an apartment before the end of next month and will be substantially limited in my options now that my credit score is significantly below XXXX. I am facing homelessness due to a massive increase in my lease 's rent to where I have no choice but to move out. XXXX XXXX knows that they are wrong because they waived the late fee as well as added a {$30.00} credit to my account without me ever asking for that. I do not need or want the late fee removed or an additional credit. I need my credit score recovered so that I can not have my livelihood negatively impacted by this situation. I have had perfect payment history on my credit report for over three years after working diligently to rebuild my credit from when my husband and I experienced job loss and was financially impacted from XXXX XXXX back in XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief