Consumer complaint received 2022-05-18
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/2022, I applied for a {$9000.00} personal loan through XXXX XXXX, based on a recommendation from XXXX XXXX via email. 
Later that afternoon I received a text from XXXX XXXX congratulating me in the loan approval. 
On XX/XX/2022, I received an email stating I was officially a customer and would receive funds in 1-2 business days. The email provided an account #, and a link to an account portal. The email stated that the loan proceeds were {$8400.00}, and the monthly payment was {$320.00} and the first payment was due XX/XX/2022. I followed the link hoping to see additional information, like loan terms. When I tried the link, I received account not found message. I called XXXX XXXX customer service and told agent I received an email, but I had no idea what the terms of the loan were and the link they sent me said I did not have an account. Agent stated that I would receive an email from XXXX XXXX with a Truth and Lending document that outlines the terms and conditions of the loan. After I sign this, loan will be dispersed. She said the email was automatic and as soon as I received the Truth and Lending document, an account portal link would be created as well. According 6to the agent I should receive this email in 1-2 days. 
On XX/XX/2022, I received an email stating my statement was now available with a link to the portal. I had not received any account information, so I ignored the email. 
On XX/XX/2022, I received an email from XXXX XXXX stating it was a statement. Again, I had no information on the loan terms or any funds. I decided I no longer wanted a loan with XXXX XXXX as their practice seemed very poorly communicated and I feared the type of customer service I would have if I moved forward. I sent an email ; on XX/XX/2022, stating I wanted to cancel my loan application, to be removed from all email lists because I had not received any communication from them or any funds. 
On XX/XX/2022, I received an email from XXXX XXXX XXXX , Customer Response Team . This email stated they needed additional verification information from me along with a list of what was acceptable. I replied to XXXX XXXX re-stating my email of XX/XX/2022. I wanted to be removed from the application, to be removed from all email lists because I was no longer interested in pursuing a loan with them. 
On XX/XX/2022, I was reviewing a copy of my credit report and saw that XXXX XXXX has listed that I had a {$9000.00} loan with them, and my balance was {$9000.00}, and the status of the loan was Open. I immediately called XXXX XXXX and proceeded to demand answers as to why my credit report showed an open loan when I in fact did not have a loan. Additionally, I was concerned that the automatic payment would be deducted from my account. The supervisor I spoke with stated that this was not how XXXX XXXX did business and he apologized. He said he could see the funds had not been dispersed and that he would cancel my account immediately. He said the credit bureau report would take approximately 30 days to remove. When I asked about the auto payment, he assured me several times they would not attempt to take funds as he was closing the account. 
On XX/XX/2022, I received an email from XXXX XXXX stating that a withdrawal in the amount of {$320.00} was submitted on XX/XX/2022 but was declined because there were not enough funds. On XX/XX/2022, I also received a statement from XXXX XXXX via email. This email again linked to a portal I have no access to. 
On XX/XX/2022, I called XXXX XXXX and asked to speak with a supervisor. The agent, XXXX, asked what the reason was. I explained the history of my dealings with XXXX XXXX. I asked him to relay what kind of notes were on the computer regarding my account. He stated that I had contacted them XX/XX/2022 to cancel my account. He showed a payment reversal on XX/XX/2022. I told him XXXX XXXX attempted to take money from my account and I demanded to speak to a supervisor. The supervisor named XXXX refused to get on the phone with me until I emailed a copy of my bank statement showing the charge from XXXX XXXX. How can a company try to take money and put in your credit report that you have a loan with them when in fact I do not? How is this legal? 
Lastly, on XX/XX/2022 I received another email from XXXX XXXXXXXX XXXX XXXX Customer Response Team . This is identical to the email I received and replied to on XX/XX/2022.

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