Consumer complaint received 2018-01-10
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Public record information inaccurate

Complaint:
This is the case of RETALIATION in response to my complaint XXXX filed with CFPB. : ( I 've had Credit History for 28 years. I have about 10 credit cards now and NEVER I was late on my payments.

1. The bank RETALIATED for my complaint to the CFPB by reporting my account to rating agencies as delinquent 2. The bank tricked me into transactions I did not want to charge {$16.00} under the pretense of waving them when posted and now refuse to do so 3. Despite lies in the XXXX XXXX response to my CFPB XXXX, my request to cancel autopay has not been followed 4. Despite the claims that the fraudulent charges have been dealt with on XXXX XXXX, they, according the the brunch manager and numerous reps on the phone still have been on the account in XXXX, when I visited the brunch to deal with the issue 5. The bank broke two laws : 1. Went over the mandated by law 30 days period for dealing with the fraudulent charges and 2. Held me responsible by charging the charges and resulting fees in my autopay, which, one more time, the XXXX XXXX letter falsely claims it canceled. 

This is continuation of the problem of INCOMPETENCE AND HARASSMENT emanating from the Executive Office ( OF ) of the XXXX XXXX XXXX XXXX XXXX bank that I reported in the case XXXX. As an example of the Inmates Are Running The Asylum case, the CFPB, ignoring my request in writing in the complaint and followup phone calls sent my complaint to the XXXX XXXX. A low level subordinate to the people against whom I filed the complained, wrote the response that should have been an exhibit A in my case of incompetence and harassment. CFPB closed my inquiry. How can it be? 

Now, XXXX XXXX RETALIATED against me by reporting me to rating agencies as delinquent. How can this be? Is this what CFPB for? Will they just sent this complaint back to XXXX XXXX, get another insane response and just close the case? Where is PROTECTION??? 

In addition to all complains to CFPB, if you check with XXXX XXXX XXXX there are XXXX complaints against XXXX XXXX XXXX XXXX active. The bank is so bad that XXXX offers NO RATING, not even F. 

In this context, lets return to the particulars of my case and the XXXX XXXX response full of misrepresentations and lies. 

My complaint started with the text I received while driving from the XXXX about potential fraudulent charges. With other cards, which usually take 15 minutes to deal with the issue, phone calls follow. Thus, I pulled to the side of the road and texted back that the charges are fraudulent. After waiting 15 minutes, I realized that the phone call is not coming and went on my way. 

2 (!! ) hours later, hearing nothing, I called XXXX fraud department. " Oh, yea, '' the agent responded, " let 's shut down your card. '' We went over all the charges and identified the fraudulent ones. The agent offered me rush delivery of the new card for {$16.00} or 10 business days for free and I chose the second option. ( Side issue, no other card has ever charged me for the Rush delivery under the circumstances. When suspicious charges appeared on my AmEx, I got a call, and within 15 minutes the matter has been taken care of : charges have been removed from my account, the card was shut down, and the new one was rushed, even though I was ok with the regular mail delivery to save the money for the bank. ) I thought that was the end of my story. Silly me! 

Back to the XXXX XXXX incompetent response to my claim XXXX. If you check, XXXX accepted two+ more fraudulent charges after the card was shut down! Seriously, how could this happen? Is this my fault too? 

Moreover, I claimed that the bank does not take actions in response to my requests or take actions contrary to my requests. The XXXX XXXX response letter claims that they took care of the charges on XXXX XXXX. First notice that this is an acknowledgement that XXXX broke the law that allows banks max 30 days to deal with the fraudulent charges. The Letter also claims that WF canceled my autopay in response to my request to cancel on XXXX XXXX. 

The only true statement here is that XXXX received my request. I saw that XXXX piled up into my payment charges and fees for going over the limit as a result of fraudulent charges and was about to use my autopay, thus BREAKING ANOTHER LAW : holding me responsible for the fraudulent charges. To save XXXX from braking another law, I walked into a brunch, asked for a manager, and requested canceling autopay. This brunch manager exhibited incredible incompetence, first, to cancel autopay, requiring the corresponding banks information, -what??? -, then, when I provided the check, not being able to differentiate routing number from the account number. BRUNCH MANAGER!!

The brunch manager assured me that he canceled autopay ... He also gave me his business card, back on which stated that the highest gratitude I can show him is refer to him my family and friends .. 

On the day when my payment was due, I called XXXX to, just in case, make a min payment over the phone. An agent told me that the corresponding bank account I provided was shut down. I was not surprised. About 6+ months ago I had similar problem with WF. Then, I requested the agent to pass this problem to techs, because : 1. I know that the account is active, 2. All other cards charge the account through their autopays, and the last but not the least 3. XXXX successfully uses its autopay to draw money from that account. Hence 6+ months later the problem still existed!! 

So, I went into the bank, withdrew cash from the account and came to a brunch to make a min payment. That 's when I learned that, in spite the lying claims by the XXXX XXXX response : AUTOPAY HAS NOT BEEN CANCELED. The payment holding me responsible for the fraudulent transactions made more than 30 days ago went through .... And, yea, all the fraudulent charges were on my account days after lying response from the XXXX XXXX claims they were removed. How can this be??? 

Sometimes in early XXXX, I went to the only competent person I 've ever found at XXXX Bank a brunch manager. We spent 4 (!! ) hours on the phone with different departments : 1. Reversing the autopay, 2. dealing with the fraudulent charges. Interestingly enough, the first rep on the phone claimed that the bank still had time to deal with the charges, which XXXX XXXX letter falsely claims have been dealt with on XXXX XXXX. That rep on the phone claimed that apparently the bank still was unaware if charges were fraudulent. All I had to do was pull out my cell phone and show the brunch manager my text-response from XXXX XXXX that the charges were fraudulent. If you recall, to repeat, I also placed the call to the XXXX Fraud Department on XXXX XXXX 2 hours after texting I specifically requested the manager to NOT cancel my autopay, since it 's still been on a week+ after my request. She assured me, -and based on my past dealings with her, I trusted that she knew what she was talking about -, that the autopay would stay on. 

Sometimes in early XXXX, I decided to check my account, just in case. You can imagine my surprise when I found that I was late on my payment : my autopay was OFF! What in the world was going on??? I also noticed a charge from a known vendor that from time-to-time posts weird charges. I had those on the XXXX card in the past. They have been taken care of with no issues. So, to deal with these two things I drove across the town to the only competent person I knew at XXXX, the mentioned above brunch manager. 

She was as surprised that the autopay was off as I were. She took care and restored the autopay. Then we dealt with the contesting the charge. The rep on the phone insisted on dealing with this charge from a known vendor as a fraud. Why??? We 've done this in the past with no issues ... You 'll understand in a second. As a result, my card was shut down AND a RUSH delivery of a new card for {$16.00} fee offered. Just as on XXXX, I refused to accept, rushed delivery for a fee. I was ok with the regular mail. The brunch manger whom I trusted, winked and told me to accept, that she will cancel the fee on her side if I am charged. Silly I trusted her. 

Then I specifically asked her if we 'd need to redo autopay application because of the new card and she assured me that we would not, the autopay will be transferred to my new account. 

To make a long story short, just like with the fraudulent charges of XXXX XXXX, the last time I checked, 4 months after I requested to contest the charge, it 's still was on the account. The {$16.00} for the service I refused, still was on the account. The autopay was canceled one more time. The bank piled up late fees. When I came to the only person I trusted at XXXX, the brunch manager that promised me to wave fees, avoids me every time I drive across the town to get her to do what she promised ... 

To summarize, 1. The bank RETALIATED for my complaint to the CFPB by reporting my account to rating agencies as delinquent 2. The bank tricked me into transactions I did not want to charge {$16.00} under the pretense of waving them when posted and now refuse to do so 3. Despite lies in the XXXX XXXX response to the bank, my request to cancel autopay has not been followed 4. Despite the claims that the fraudulent charges have been dealt with on XXXX XXXX, they, according the the brunch manager and numerous reps on the phone still have been on the account in XXXX when I visited the brunch to deal with the issue 5. The bank broke two laws : 1. Went over the mandated by law 30 days period for dealing with the fraudulent charges and 2.  Held me responsible by charging the charges and resulting fees in my autopay, which, one more time, the XXXX XXXX letter falsely claims it canceled. 

Will the consumer financial PROTECTION bureau let XXXX XXXX INCOMPETENCE AND HARASSMENT slide this time too? 

P.S. Sometimes around XXXX XXXX, I called VISA and was informed that by law an issuer has upto 30 days to deal with fraudulent charges and in no way I will be held responsible for the fraudulent charges.

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