Consumer complaint received 2023-01-22
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: Account status incorrect

Complaint:
On XX/XX/XXXX I purchased a new XXXX XXXX XXXX XXXX  Directly from XXXX, financed through XXXX XXXX. In addition to financing, there was a recurring monthly cost of {$13.00} for XXXX XXXX ( Phone Insurance ) Fast forward to XX/XX/XXXX, I use my XXXX XXXX XXXX  as a trade in for the New XXXX XXXX XXXX. This time, I financed it on my credit card. I sent the trade in device by end of XXXX. 

In XXXX, I started noticing charges for XXXX XXXX on both my Credit Card and XXXX. Giving benefit of the doubt that there was some lag for the system to catch up that I no longer owned the XXXX  XXXX. I paid for these extra charges for 3 additional months. 

Why would XXXX and XXXX still be charging me for insurance on a phone that they know I wouldn't have any more? 

By XXXX, I finally contacted XXXX support and spoke with a representative that agreed this was a bug in the their system. He said he will communicate with XXXX and refund me for the additional months paid. I paid off the account in full, and my open balance is now {$0.00}. 

XXXX XXXX continued to invoice for the months of XXXX and XXXX. I didn't make these payments, because I didn't have to. 3 months have already passed in which I no longer have this phone in my possession. Late charges started to take place, and XXXX collections started calling. I detailed the issue with XXXX Collections Representative over the phone when they would call and I would explained that XXXX has spoken to them and that this account should be closed and no payment is required. 

In XXXX of XXXX, I was looking to buy a home and started the mortgage prior approval process. This is when I noticed that my credit score has been significantly impacted. I went from a XXXX down to XXXX, mostly due to my profile showing 90 day delinquent on payment by XXXX & XXXX XXXX. This is more than a 15 % decrease, and I no longer looked good to my potential lenders. 

In XXXX I emailed the CEO 's office at XXXX to explain the issue. The representative was able to summarize the issue and provide evidence so that I can dispute it through the Credit Reporting Agencies. 

On XXXX I created a dispute through XXXX, XXXX, and Transunion. I provided all the information and evidence. 

In XXXX, just after a month of creating the dispute, Transunion is the only agency to have responded. The letter basically states that they have investigated, and no changes have been made. 

They mention the next steps is to reach out to consumer finance, which I am writing to you today. 

Attached are documents that prove my case. I was not delinquent in payment, and have worked very hard to grow my credit report. 

I do not know what else to do. 

Please let me know if you need anymore more information Thank you

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