Consumer complaint received 2018-07-26
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX
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:
XX/XX/XXXX - Gave final installment payment to XXXX XXXX XXXX online to satisfy loan ( credit report was showing current and on-time payments - no delinquencies ) XX/XX/XXXX - Began application for a mortgage loan XX/XX/XXXX - Requested a letter from XXXX confirming account was paid off in full and satisfactorily - received letter by email with details of loan being paid in full and stating there were NO LATE PAYMENTS. The only error on this letter is the date loan was opened. The letter states " XXXX OPENED XX/XX/XXXX '' when it should be XX/XX/XXXX. 

About a month goes by - my wife and I are working through the loan qualification process, taking care of other credit items, when our loan officer runs our credit again to get an update. 

XX/XX/XXXX - Loan officer runs credit report and sees that XXXX is reporting 9 late payments on credit history AFTER the loan was paid off and we received a letter stating that no late payments were received. This dropped my credit score immensely and put my mortgage application on hold. 

XX/XX/XXXX - Called XXXX customer service to request written documentation of payment history. They were uncooperative and insisted they had a policy of only issuing one document per six months, and since I had already requested a letter stating the paid-in-full status, they could not give me my detailed payment history. After a lengthy and heated argument with the representative, I hung up and called my loan XXXX. Loan XXXX stated the company was in violation of my consumer rights and instructed us to call back and threaten legal action if I was not provided with my account information. 

XX/XX/XXXX - Second call to XXXX - spoke to the same individual as before and calmly asked if they had any knowledge of the CFPB and the specific rights of consumers. Representative said he was not aware, so I gave him a brief summary based on some research and information provided by our loan officer. I then proceeded to tell him that the company he worked for is violating my rights to access my account information and that I was requesting receipt of my detailed payment history or I would proceed with legal action.I was put on a brief hold while he consulted his supervisor. He then informed me that his supervisor was going to make a one-time " exception '' for my situation and that my payment history would be mailed in 3-5 business days. 

XX/XX/XXXX - I received my payment history from XXXX by mail and studied the information line by line. Not a single payment was given over 30 days late to be reported negatively on my credit report. XXXX had no right to report any late payments as not one payment went over the 30 day mark. I also noticed they entered another typo on the origination date for the loan - it now stated XX/XX/XXXX when it should reflect XX/XX/XXXX. 

XX/XX/XXXX - Called up to XXXX customer service to dispute the payment history and reporting of late payments to my credit. I requested they remove the negative items because it is hindering my ability to qualify for a mortgage to be able to provide a home for my family. The customer rep argued that the late payments being reported are from the late fees attaching to the account. However, their initial letter stated that none of my payments were late and they had been regularly reporting all of my payments as on time until after i paid off my loan in XXXX. 

XX/XX/XXXX - Loan officer pulls my credit report once again and sees that the account is still reporting negatively with 9 delinquent payments. Advises me to try visiting the store to see if anyone can get this issue corrected. 

XX/XX/XXXX - Went to physical store location where the loan was originated. Spoke to another customer service rep in person and again was met with an uncooperative attitude. The lady also argued that the late payments were stemming from the late fees attached to the bill for the corresponding months. It wasn't until I explained to her that the payments needed to be over 30 days late to be reported to my credit. She didn't seem to want to help until after I explained about my consumer rights and threatened legal action, just as I had to do with the representative on the phone. That's when she started looking at the letter I received more carefully and eventually agreed that the delinquents were incorrect. I was told that they would be sending over information to corporate to get the incorrect information removed. I was told it would happen within the next 2 days. 

XX/XX/XXXX - I called back to XXXX 's customer service to get an update on the removal of the information and was met with the same argument that the information was not going to be removed because of the same reason : the late fees were charged. It was at this point that I realized they are not going to do anything about removing the incorrect information even after the customer service reps in the store had agreed with me in determining the late payments posting to my credit report are incorrect.

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