Consumer complaint received 2020-12-31
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
I have a XXXX 's credit card, which I used to make a purchase in XX/XX/2020. Typically I pay my card ahead of time, but with the pandemic and lots going on with my family 's health, I innocently forgot to make a payment. No one from XXXX 's or XXXX reached out to me. I didn't even know the card was issued by XXXX until I logged into my XXXX 's account online, realized I had missed 4 months of missed payments and called into their contact center XX/XX/2020. XXXX says I didn't receive a reminder for my payment or any notifications for a past due amount because XXXX still had my old information - which I was unaware of, and wondered why on earth they didn't have my updated information because : Before the pandemic, I had moved and updated all my contact information ( address + phone number ) associated with my XXXXXX/XX/XXXX account - or so I thought. No one told me that I needed to go one step further and update the info with XXXX. I thought I had taken all the responsible steps necessary. The credit card holder agreement does not spell out that the customer is required to take additional steps to reach out to XXXX and update their information. 

Therefore, all paper statements and outreach went to an old address, and calls went to an old phone number. XXXX claims they sent me statements electrionically, which they did, however, 1 ) the email statement comes from a XXXXXX/XX/XXXX address which went to a spam folder, and 2 ) this is not notification of a late payment - it is merely sending the statement electronically. If XXXX was reaching out using my old contact information with no success, they should have contacted XXXX 'XX/XX/XXXX to see if they had the right info. Furthermore, instead of syncing the information which I responsibly updated in my online account, they have told me that it is my fault that I didn't take the extra step to update XXXX. I wasn't even aware of XXXX - given the site is completely branded XXXXXX/XX/XXXX. 

I find this misleading and an unfair burden to the consumer because the card is 100 % branded XXXXXX/XX/XXXX and there is no mention of XXXX on the actual card, service phone number, etc. I was thoroughly confused by their lack of ability to sync customer contact information - and if that is not spelled out in the card holder agreement, how am I supposed to supernaturally know that I need to take the extra step of coordinating with XXXX, whose brand is not visible to me in any way through the management of my XXXX 's account. 

This is how these credit card companies keep a strong revenue stream - unfairly charging customers for fees, just because they have " policies '' to do so - without acknowledging their misrepresentation of the company I am actually dealing with, and how to manage my information with it.

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