Consumer complaint received 2018-06-16
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
Hi, First of all, I have to apologize as I may have chosen the wrong topic ( I could not find anything remotely related to my issue ). I am a paying consumer from the TransUnion company, and I have to report something they had been fined for : misleading the consumers. The only reason I registered myself with TransUnion was because I am in the process of purchasing a car, and I needed to know my credit scores. I worked toward paying off my credit cards, and all 3 of my credit scores were in the " Good '' category ( over 680 ). While the other two bureaus had updated my score, TransUnion only updated mine yesterday at XXXX XXXX ( Eastern time ). When I received the notification, I decided to make a 700 miles round trip from XXXX  to XXXX  to purchase the car I was interested in based on the credit scores I had received. Had I know there were two different models to determine people 's credit scores, I would have never driven 700 miles ( and spent more than {$250.00} in tolls/gas ). It was a big shock to me when I decided to proceed with the purchase of the car to learn that my credit score ( from TransUnion using the FICO score when they are using the XXXX XXXX on their website without letting the consumers know that there are two different ways to calculate a credit score, and they are using a model that very few lenders keep using, especially for a car auto loan! ). Nowhere on their website is it mentioned that the credit score provided is calculated from the XXXX XXXX nor nowhere is it stipulated that the credit score shown is only one of the two models used to calculate a credit score. Why am I ( and many others ) for a service that is misleading? How can I make a decision regarding a financial transaction if the score provided for a service I am paying for is false? Needless to say that when I called customer service that I was disappointed with their communication skills : one agent told me that TransUnion never reveals the consumer to lenders that contact them ( which is utterly laughable ) and his supervisor not only could not answer my question ( Why are you providing a credit score based on a model that the majority of lenders do not use? ) but could not guide me through the website 's page and told me to educate myself first with visiting their page before calling! I eventually spoke to an agent who finally provided with the information that credit scores are calculated through two different models. She also acknowledged that the TransUnion website should inform the general public ( and furthermore its consumers! ) that the score provided is only from one of the two models used to provide a credit score and that the score does not reflect the " true '' credit score. She was apologetic for the behaviors of her colleagues but of course refused to make a gesture toward the fact that I had wasted money and time based on the " expertise '' her company provided ( and charge people for!!! ). She did not even offer to refund my monthly payment as I feel I should not have to pay for a misleading service that will never help me in any financial decisions I have to make. Even if my complaint does not get anywhere, I would like to warn other people regarding TransUnion 's service, so they are not getting mislead as I was.

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 monetary relief