Consumer complaint received 2021-10-14
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX
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: Investigation took more than 30 days

Complaint:
XXXX XXXX XXXX reported a late payment to the credit company. 
My car was totaled in XX/XX/XXXX. I filed my claim and my insurance company settled balances with XXXX. This process generally takes a while so I was not surprised to not hear anything for a while. However, I did not hear anything back.. XXXX just reported a late payment to my credit report. I contacted XXXX several times ( please request phone records ) before Receiving a call back. I was advised I still had my deductible due and that they were gon na report my car note/loan payments late until my Deductible was paid. I am aware I had a deductible, my issue is that I did not know that the insurance company and XXXX had finalized things on their end. There was never any communication. I spoke with the General Manager XXXX who advised they had contacted me ( please again, request records ) when in fact they did not. I have every email and text from XXXX still in my phone history. I was not contacted by XXXX at all. To my knowledge a deductible owed from a vehicle accident should not be treated as part of my vehicle loan as there are no agreed upon time or payment terms. XXXX states they spoke with me several times in XXXX ( they most certainly did not, please request records ). XXXX contacted me only after I filed a dispute for the reporting on my credit report. During the conversation with XXXX we agreed on payments, she did advise me the loan would be reported until paid but she is repeatedly reporting my payments as late on my credit report when they are not. 
I am asking for this reporting to be corrected. My car loan was not late. My deductible was paid per the arrangements once I was made aware of the balance due. 


After today 's interactions it is clear that XXXX XXXX  intent is to harm me by taking advantage of the credit reporting process. I received an alert that I was delinquent on my account by {$440.00}. I just completed a payment on the XX/XX/XXXX and was notified my payment status was up to date. XXXX advised me during our first conversation that she reports to the credit bureau on the XXXX. Today is the XXXX, why would my credit report be erroneously updated out of the blue? This was a direct retaliation from XXXX because I disputed the reporting of my payments on my credit report again. When I called to speak about the change the advisor was very kind and said he would go see what was going on ... after speaking with XXXX the agent came back to the line aggressive and just repeatedly stated XXXX " said ''. I called back twice because I still was not explained why there was an incorrect balance on my report. Both the agent and XXXX confirmed my payment left was only {$190.00}. When I attempted to go over in detail the timeline of what was occurring I was talked down to and spoken to so inappropriately that I can not believe they are allowed to speak to their customers the way I was spoken to. I was also hung up on twice by XXXX for asking questions that she stated she didn't have the time to continue to go over with me and that the 17 minutes she spoke with me was more time than I should have received. As a manager at a customer service center I have spent hours on the phone resolving concerns with my customers whether I agreed or not. At this point the fact that they did not communicate before submitting something to the credit bureau is not my main concern. My main concern is the consistent inaccuracies of the balance and the balances and delinquent reports and the fact that they are submitting a deductible payment as a late car note payment. A deductible is the amount of money due from the consumer to the repair shop at the completion of the repairs... it does not have a payment timeframe or agreement. The repair company ( in this case would be XXXX ) would communicate to the customer the amount due once the claim was settled with the insurance provider so you can not put this on the same terms as a car note payment.

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