Consumer complaint received 2017-10-03
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 XXXX XXXX I, XXXX XXXX received a phone call from XXXX XXXX stating they made an error on their end and did not enter in our account number correctly and therefore the XX/XX/XXXX payment that was called in never went through on Wednesday XX/XX/XXXX. I also received a payment confirmation via email that shows this payment was made and for the amount due. At the end of the month of XX/XX/XXXX my husband received his last check from his previous employer, his first check from his new employer, i was paid on XX/XX/XXXX and my daughter received some settlement money all on the same day. At this time there was close to {$11000.00} in our account and many bills were paid, a truck was purchased for my business and was not checking my account for any balance updates because i did not have to worry about my account for some time. When the woman whom called me on XX/XX/XXXX said that they felt so entirely horrible that they would waive $ 90+ dollars in late fees and asked if i could take care of the XX/XX/XXXX and XX/XX/XXXX payments at that time and i let her know i could pay it on XX/XX/XXXX which was our next pay date. 

I got off the phone with her explaining this horrible situation to my husband and he was extremely upset and called XXXX XXXX back and spoke to a supervisor by the name of XXXX on XX/XX/XXXX @ XXXX XXXX MST ( on a recorded line ) and she stated since we were leasing our vehicle that we were on something called XXXX XXXX and that we do n't get reported until every other month and as long as we had our XX/XX/XXXX payment in before the end of XX/XX/XXXX then we would be safe and would not get a late payment reported on our credit. My husband explained how important it has been that we keep a clean track record of on time payments due to the fact our family of XXXX is currently living in a 700 sq ft apartment trying to save to buy a home for our kids etc and she reassured multiple times that we had nothing to worry about and she saw the payment i previously scheduled for XX/XX/XXXX to take care of the payment to be made due to XXXX XXXX error. She did admit to the error as well as the account number showing being entered incorrectly and we read off to her the routing number and the account number and she kept apologizing also telling us the most she could do to help the situation was to remove the late fees as well on top of the other woman stating the same earlier on a separate conversation. 

On friday XX/XX/XXXX i called XXXX XXXX at XXXX XXXX PST ( i 'm in XXXX XXXX for my daughter 's XXXX ) and was explaining how i wanted to make sure the payments were going to go through and the woman was questioning the previous conversation i had stating i would n't have a late payment and seemed a little caught off guard and did n't seem to understand what i was saying however the end result was to make sure there was one large payment instead of two transactions and then i was emailed a confirmation to ensure the payment was going through correctly. 

Yesterday, XX/XX/XXXX I received a notification from XXXX XXXX -XXXX XXXX stating XXXX had a change to his credit report and then mine came in right after. I looked at our credit reports on XXXX XXXX and it showed there was a 30 days + late reporting for XXXX financial when we were reassured and promised it would n't be reported and made my credit drop 57 points for Transunion and 30+ points for XXXX . I have been working on repairing my credit for the past year so my family can move out of the current cramped space we are in and quite frankly have done the best we possibly can. 

Today my husband called XXXX XXXX as they were closed by the time he was off of work to discuss the previous conversation he had with XXXX and spoke with a XXXX and she said we would have to dispute it and that XXXX XXXX would have to explain the mistake to the credit bureau. She also told my husband that she will pass a message to XXXX and would get right back to my husband and he has yet to hear from her and this needs to be reversed and resolved ASAP due to us trying to get a home pre-approval this month.

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