Consumer complaint received 2020-10-01
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: PA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On Saturday, XX/XX/XXXX, my TransUnion credit Score suffered a catastrophic 109-point drop from a Vantage 3.0 Score of XXXX ( a " B '' Grade ) to XXXX ( an " F '' Grade ). I was alerted to this change by XXXX XXXX and immediately signed into my TransUnion Monitoring account and refreshed my Score on my mobile app and confirmed this to be true. Only one difference was detected/reported on my credit file from the previous update that took place 4 days prior on XX/XX/XXXX - a Credit Card balance went DOWN {$85.00} ( which is a positive change ). I submitted a contact request with XXXX XXXX to see if they could provide any more info and their reply came back very quickly which includes the following quote, " Upon reviewing your account it looks like an invisible factor may be one of the reasons your score have dropped. " Since TransUnion is not available on weekends, I had to wait until Monday to begin my investigation directly with them. Beginning Monday XX/XX/XXXX morning and continuing through today XX/XX/XXXX, I've spent numerous hours being bounced around multiple TransUnion consumer support call centers, agent to agent, supervisor to supervisor, in an effort to obtain an explanation. 


When I ask why and how a Score could undergo such a XXXX change in their system when there's ultimately been NO change to the source data, they can't help me. When I asked for someone to provide more specific details as to what changes took place between the last time the Score was generated and when it dropped, they can't help me. When I ask to speak to someone that can help check to see if there's been an error made by their systems, they can't help me. No matter my question, I'm repeatedly given the same general canned responses that their systems automatically review my credit history and any recent changes along with certain " Factors '' to determine my Score and they don't have control over this and that I would need to contact a financial advisor to help me analyze the factors on my credit file to understand the Score and locate any incorrect information and that I would need to use their website to file a Dispute to challenge any incorrect information. When I say that the data hasn't changed so the item I need to Dispute the most is my Score Calculation, they can't help me. Right now, I feel like I'm a student that has left school on Friday knowing that I was a " B '' student headed for the honor roll for showing such great improvements to my grades only to be called by the Principal on Saturday morning to be told my teacher has failed me but then can't provide any reason or explanation for the action. 

Lastly, review of my scores from XXXX and XXXX ( directly ) show no similar change in my credit scores based on their models as well as recently updated calculations by XXXX suggest that their XXXX 8 model has not reflected any significant changes ANY of my scores, including TransUnion suggesting that there's been a mistake in TransUnions recent re-calculations. Attached is a screenshot of my MyFICO FICO 8 scores as they are today which include an alert that they received an update that I've filed a Dispute with TransUnion on XX/XX/XXXX.

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