Consumer complaint received 2021-02-19
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 status incorrect

Complaint:
I cosigned for this vehicle for my XXXX XXXX XXXX dad and he has stayed current with his payments until XX/XX/2020. He was diagnosed with XXXX on XXXX XXXX and immediately admitted to the XXXX XXXX in the hospital. He remained hospitalized till XXXX XXXX at which date he was released to go home under Home Health Care where he remained XXXX  for the next 2 weeks under the direct care of a nurse. As normal practice the bank contacted me ( because I am the cosigner ) regarding his account being delinquent on XXXX XXXX, at which time I was also in the hospital with a XXXX  XXXX diagnosis. When I spoke to the representative from the Account Recovery Department I made her aware of the situation. I assured the girl that we would be in to pay just as soon as we could seeing is that very night our area in which we reside received 36 inches of snow. We were unable to make it to the bank most immediately not only due to the amount of snow but also the fact that I myself was quarantined at home ( along with my wife and son also XXXX  with XXXX ) because of XXXX and my dad was still in the XXXX XXXX at hospital. We did in fact make the full payment ( as discussed with the Customer Service Rep on XXXX XXXX on XXXX XXXX. I have since contacted bank as there is now a late payment reflected on my Credit Report. the girl we initially spoke to on XXXX ( which to be honest I was so sick and on medication for XXXX that I didn't even remember speaking with her on that day ) was the same girl I spoke to today XXXX XXXX and she was quite curt with me and so much so that I asked to speak with a supervisor. My wife then spoke to the supervisor and she initially stated that the payment should never have reflected that because of XXXX diagnosis. However we received another phone call about 4 hours later from said supervisor and she said that the only thing they can do is change the status of payment from Late to Deferred. At which point we were confused as to why payment would reflect deferred on Credit Report because full payment was in fact made ( again as discussed on XXXX XXXX ) but it was late again due to hospitalization from XXXX. The supervisor adamantly stated that this was the rule under the Cares Act, that all late payments are to be marked deferred when reported to the credit agencies. I asked her to please send me that documentation to which she assured me she would forward that portion of The Cares Act pertaining to late payments being marked deferred when there was a clear message of the situation and promise to pay. Needless to say I never received this said document. I further did my own research on this ruling in the Cares Act it doesn't exist! They made a mistake and are trying to backpaddle their lack of due diligence in handling this matter to begin with on XXXX XXXX when they were made aware of XXXX diagnosis and hospitalization. Why does my credit have to be marked in any derogatory manner when this was a blatant mishandling of a serious situation that was no direct cause of our own. Please advise accordingly

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