Consumer complaint received 2021-02-13
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I've reached out to XXXX XXXX various times regarding this issue. My lease has been extended through XXXX. In the month of XXXX XXXX XXXX reached out to me multiple times to see if I had received the extension document in the mail. In multiple calls I let the rep know that I had not received the document yet and as soon as I received it I would email it over. I proceeded to ask the rep what the status of my account was and whether a payment was due because when I log in online it shows a payment due date of XXXX XXXX, XXXX. Since I could not rely on the online system to determine whether I had a payment due, I asked each rep I spoke with whether or not my account was current. I was advised in multiple calls that my account was current and up-to-date. Sometime after XX/XX/XXXX I was contacted by a rep letting me know that my account was past due. I asked how that was possible when multiple reps had advised that the account was current. Apparently, because the extension form was not yet in the system, the system was not up-to-date, neither online nor in their system. I understand that timely payments are to be made on the account, but since I could not rely on the online system to verify whether I had a payment due, I relied on customer service to give me accurate information. There has been a lag with the extensions and it's hard to keep track of the payment schedule. Hence, why I asked the question to begin with. Even customer service, couldn't keep track because multiple reps advised me that I had no payment due even though they were aware that I was extending the lease and waiting for the documentation to arrive. After several attempts to speak with a supervisor, I was advised that all supervisors were in a meeting but that one would reach out to me. That never happened. Finally On XX/XX/XXXX I spoke with XXXX ID # XXXX who advised that supervisor XXXX XXXX would call me within XXXX to discuss the issue. Apparently XXXX was finishing with end-of-month reporting and could not speak to me at that moment but she would reach out. I spoke with another representative the following week who advised XXXX was not available but to try again later in the evening as she was on the late shift that day. It's really unprofessional that a customer has to keep reaching out after being promised to be contacted. The wait holds are very long and I've had to explain the situation each time I call in. Finally today, XX/XX/XXXX I speak to rep XXXX in the XXXX department who was very nice and was able to get me through to Supervisor XXXX XXXX ID # XXXX. I spent over an hour on this call trying to get this issue resolved. XXXX proceeded to go into the history of the extension fiasco and justify the reasoning for the late credit reporting. Not even interested in the fact that multiple reps advised that my account was current. I simply asked that she or any supervisor review the multiple phone calls so they can hear it for themselves. If I can not rely on the online system to tell me the status of my payments, than obviously I rely on customer service reps to provide me with accurate information. Especially since they knew I had a pending extension and was simply waiting for the corresponding documentation to arrive so I could email it back to them. XXXX advised me that she would look into it and get back to me. We spoke a few hours after this call and she again proceeded to give me the whole history of the extension requests which to me has no relevance seeing as how the extensions were approved. She wouldn't even listen to the phone calls to verify what I'm saying. My last conversation with XXXX was today XX/XX/XXXX at XXXX lasting 27 minutes, which I recorded. She spent much of the time going over the extension documents and confirming dates of when things were sent or received, etc. Nothing to do with representatives advising me that I had no payment due. Everyone is aware the Post Office has been backed up. As of today they still have an alert on their website apologizing for the delays due to unprecedented volume increases and limited employee availability. I can not control how long it takes for me to receive the document in the mail. It seems to me XXXX  doesn't want to accept fault for their mistake. If customer asks about the status of their account and whether a payment was due, and they advise the customer that there isn't one due, why would I think any different. If customer service can't provide accurate information why is that my fault? XXXX continues to cite that the issue is the extension documentation lag time. She even had me send her proof of the multiple emails I sent to XXXX that they never received/documented. Again, I don't understand the relevance. Any rep who knows I have a pending extension should be able to go into my account and advise me of any pending payments coming up due or due at that moment. The same way XXXX advised that even though they're waiting for XXXX 's extension documentation, and they can't update the system yet, I have a XXXX payment due. It seems to me that instead of looking through the payment history as they should've done, they simply relied on the online system. It's absurd that the representatives who know and understand how their system works, and how an extension can affect a customer 's online account system, could not advise me of this system shortcoming and properly review the account to give me accurate information. They weren't aware I had a payment due and yet they want to penalize me. They can claim that I should've known I had a payment due all they want, but with a demanding schedule sometimes things get blurry and that is why I relied on customer service to help me stay abreast of my account standing. Isn't that the whole point of customer service! Just for reference I'm attaching a picture of what the online system shows me for payments due. And a copy of the emails I sent to XXXX XXXX which they never received. You can see the extension is dated XX/XX/XXXX, and yet I continued to make payments every month even though their system did not show I had a payment due. It's easy to lose track when the online system isn't up-to-date, hence why I rely on Customer service to help keep me informed.

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 explanation