Consumer complaint received 2019-03-27
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL
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:
My wife and I were discharged from our chapter XXXX bankruptcy which included a reaffirmation agreement for our home mortgage in XXXX of XXXX. We noticed that in XXXX of XXXX, our mortgage company XXXX XXXX stopped reporting our payments to all 3 credit bureaus so we questioned our Bankruptcy Lawyer, and their status was changed to " discharged in chapter XXXX bankruptcy '' even though it wasn't. They told us that yes, our bankruptcy was discharged in XX/XX/XXXX but our Trustee was still dispersing our tax money to creditors at that time so our file was still open but he had just finished so it was closing and XXXX XXXX would need to begin reporting and backdate. Well by XX/XX/XXXX, XXXX XXXX still wasnt reporting and I had already filed disputes with the credit bureaus about it on XX/XX/XXXX and given case number XXXX with Transunion and XXXX with XXXX ( XX/XX/XXXX. ) On XX/XX/XXXX, they came back saying it was accurate information being supplied by XXXX XXXX ( XXXX XXXX was reporting that my account was reporting our account as closed and discharged in chapter XXXX. ) I disputed a second time and attached a copy of our reaffirmation agreement explaining that it was NOT included in the bankruptcy and that it needed to be updated as open and current. Transunion promptly deleted the entire account from my credit report. XXXX eventually updated the status to reflect our account as open and current, but doesn't show any payments made in XXXX. I emailed XXXX XXXX on XX/XX/XXXX with a copy of our reaffirmation agreement demanding they update our credit reports to reflect open and current as it has almost been a year and they are in violation of the Fair Credit Reporting Act. On XX/XX/XXXX, I spoke to XXXX from XXXX XXXX who assured me it would be fixed within a week and to call back on that following Friday ( XX/XX/XXXX. ) She marked our file Urgent. On XX/XX/XXXX we received online communication from XXXX XXXX thanking us for the phone inquiry on XX/XX/XXXX and to allow them 30 days to investigate. Seriously? They just bought themselves even more time??? I called back a week later and spoke to XXXX, who told me marking it urgent meant nothing and that they would get to it when they get to it. He also told me they were still working on it and it could take up to the month starting from the XX/XX/XXXX when I called initially. No mention of the XXXX when I emailed. Not cool XXXX XXXX. How about when my lawyers initially contacted in XX/XX/XXXX? Or the reaffirmation agreement in XX/XX/XXXX? Everytime I call them or email them, they extend the waiting period an extra 30 days. I called Transunion and questioned them deleting XXXX XXXX from my credit report instead of fixing it. They said that's their policy and they won't fix it until XXXX XXXX tells them to. XXXX XXXX keeps giving me the run around. I have a reaffirmation agreement that should have allowed it to remain on my credit report with payments being updated! We are terrified to contact XXXX XXXX to fix this because they just keep adding more time to their " research '' and it never gets fixed, meanwhile it has almost been a year since our bankruptcy discharged and they arent reporting our mortgage payments to our credit and it doesnt even appear on my Transunion! Please help!!!

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