Consumer complaint received 2023-06-26
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CO
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: Their investigation did not fix an error on your report

Complaint:
I had 2 auto loans at a financial institution that had incorrect account maintenance completed in XXXX of XXXX. This resulted in them closing out the two loans and then having to re-open them under a different loan number. This was fixed promptly and without any issue from the financial institution and they acknowledged it was their mistake. 

Around the end of XXXX of XXXX, I checked my credit score through a service that shows TransUnion 's XXXX XXXX credit model. I noticed my score had dropped significantly, XXXX  points, in the previous month. Thankfully, the service I was using allows me to view my credit report and if there were any late payments. I saw that the 2 auto loans that had account maintenance done on them showed a 120+ day late payment for each auto loan. I've never made a late payment on either one and after checking with my financial institution, they told me neither loan was ever reported late to any credit bureau. It took me a few months to figure out who was at fault for the incorrect reporting, but ultimately I found out I needed to submit a dispute to TransUnion. 

I called TransUnion and submitted a dispute on XX/XX/XXXX. By XX/XX/XXXX I got a result on the dispute that their reporting was accurate and no changes should be made. Even though that was their response, I checked my Transunion XXXX XXXX credit score and it was back to normal, so I assumed no further action was needed. 

One month later I checked my Transunion XXXX XXXX credit score again and it had dropped about XXXX points again due to the exact same reason that I thought had been resolved. After checking with my financial institution, they told me they never received an inquiry from TransUnion in order to check if those accounts were late. To my understanding, that is the whole point of a dispute, the credit bureau should be checking with the financial institution if their reporting is correct. Otherwise, they are knowingly reporting unconfirmed information. 

This time, I obtained a written letter from my financial institution that all my accounts have been paid as agreed and no payment has ever been late. I submitted a new dispute to TransUnion and this time it took about three weeks to get my results. This time they acknowledged that changes have been made due to incorrect information on their end. I assumed that this would mean that my credit reporting would be updated, but my TransUnion XXXX XXXX score still reports about XXXX points lower than expected due to 2 delinquent payments. 

One of the auto loans has a joint borrower on it and their credit score has also been affected the same way mine has. Both of us submitted disputes and provided letters from the financial institution, but both of us still have incorrect reporting. 

It took multiple attempts for TransUnion to do a legitimate investigation into my dispute and even after acknowledging that they had been reporting incorrectly, they are still reporting incorrect information. I'd also like to note that XXXX and XXXX were always reporting correct scores, neither showed any late payments at any point.

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 non-monetary relief