Consumer complaint received 2021-04-22
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: OH
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:
This complaint/unresolved issue involves 3 companies. Transunion, the debt collection company XXXX XXXX XXXX, and XXXX XXXX. I have received collection notices from XXXX and XXXX over the last couple years regarding a debt from XXXX XXXX XXXX. In each case I notified the companies that I disputed the debt as I did not believe service charges were correct and requested billing/payment history. I was given a free XXXX game pass for my first year of service with XXXX XXXX, and in the second year I was billed for the service without my consent as I did not order it for that year. I called and XXXX XXXX made a correction. However, a charge I believed to be related to the XXXX pass remained and was never corrected up to the day service was terminated. Service was terminated by XXXX XXXX over unpaid bill due in part because of these charges and that I was charged an increased price for service in XX/XX/XXXX that I believed was still within my 2 year price guarantee. In each case I never received any documentation regarding this from my verbal requests. The debt was never reported to the credit bureau and appeared to keep getting bounced between XXXX and XXXX. 

The debt included additional charges for equipment that was in my possession that I had not returned as of the initial collection notices. I returned the equipment to an XXXX XXXX ( # XXXX ) XX/XX/XXXX per the return instructions as I decided I wasn't getting anywhere with the debt collectors or XXXX XXXX XXXX XXXX XXXX. ( XXXX TV was purchased by XXXX XXXX XXXX ) and was going to just pay the balance off after turning in the equipment and they made the correction to my bill. The bill was never corrected and I received another collection notice from XXXX dated XX/XX/XXXX. I called XXXX and advised them I turned in equipment a few days before the notice and had proof of the return being accepted and I was waiting for the balance to be adjusted and reiterated my dispute of the service charges. I was told it may take 30 days for the balance to be updated by XXXX XXXX XXXX XXXX. 

It appeared nothing was done and the debt was passed to a new collection company XXXX XXXX XXXX. This collection company sent me a letter dated XX/XX/XXXX which was the same month they reported to Transunion which would violate the 30 day notice period for me to dispute the matter in writing per the FCRA. Due to well publicized Postal service delays during this period in the XXXX Ohio area, I did not receive this notice until XX/XX/XXXX. 

I submitted a dispute through XXXX XXXX on XX/XX/XXXX and on XX/XX/XXXX it came back as reviewed as accurate. Now, I didn't submit any supporting documentation so I wasn't angry it came back as verified but definitely frustrated as I believed if they had validated the debt based on my comments that they would have discovered the equipment return and updated the balance and I could have proceeded from there. Since that didn't happen I submitted XX/XX/XXXX another dispute directly on the Transunion website and included all the collection letters ( showing the debt was from XXXX and NOT XXXX as was showing on Transunion ), the final bill from XXXX XXXX showing the equipment charges, and the return receipts complete with equipment serial numbers that were confirmed received. 

I checked the website for updates after an email notice that a result was determined. Transunion came back and said it was confirmed as accurate and valid again. I received the official letter dated XX/XX/XXXX on XX/XX/XXXX. I called Transunion on XX/XX/XXXX and spoke to " XXXX '' at XXXX EST. She was an offshore associate who told me that the online dispute department was the only one who had access to the records I submitted and she couldn't retrieve this information to forward to the investigations group as they were separate areas. I requested to speak to someone in that group or for her to get with her management to obtain the information I submitted so they could manually review. She explained that was not possible and my only option was to " Mail '' in a new dispute. I had no option to email, fax, or otherwise electronically submit a duplicate dispute. I complained that this was not right and I believed this process was meant to specifically deter and dismiss complaints and disputes. Never the less I mailed copies of these documents XX/XX/XXXX. As of today XX/XX/XXXX I have not received a response. 

I do not believe Transunion did ANY investigation whatsoever or require any real proof of debt validation. My suspicion is due to the fact I proceeded to call XXXX XXXX next. I spoke to XXXX XXXX on XX/XX/XXXX at XXXX EST and advised I had disputed the reporting with Transunion and provided documents to them showing the debt amount and reporting was inaccurate. She advised the debt was accurate and confirmed. She told me to reference the letter I received from them that showed the creditor ( XXXX XXXX XXXX XXXX ), their address, and the amount of the debt. I argued that what I received was not validation or proof of the debt and I wanted them to send me proof of the debt and what contributed to the balance. Since Transunion took my documentation showing proof that the {$620.00} balance was incorrect and should be no more than {$320.00}, I wanted to see what proof they had that contradicted what I provided. XXXX told me they didn't have that information and I would have to go back to XXXX XXXX!!! I advised them that as the agency that reported me to the credit bureau AND was validating the debt with Transunion, they should have proof of the debt. I was told the debt validation was the letter they sent me that disclosed the balance, creditor, and address of the creditor. Again, I argued that was NOT validation of the debt as I had provided proof it was wrong and offered to send it to them to update their reporting. My request was declined by XXXX XXXX and I was told her supervisor ( who I didn't get to speak to ) and that I would have to go back to XXXX XXXX. I was refused debt validation by the agency that was responsible for the credit bureau reporting. This was why I believe Transunion is also in error. If the agency reporting the debt could not validate the debt, how did they do ANY investigation? 

I believe XXXX XXXX and Transunion have violated sections 611 and 623 of the FCRA for these issues. 

After the brick wall with XXXX XXXX and Transunion, I called Direct XXXX XXXX XXXX. My first call was XX/XX/XXXX. I spoke to XXXX at XXXX XXXX who transferred me because they didn't have the bill in current accounts. I was transferred and call was dead air until I hung up at XXXX. I called back, got another rep and was transferred to XXXX in business mobility collections who didn't handle XXXX XXXX accounts, then transferred to a XXXX in tele-assistance who had no number or idea what to do with me. I had no choice to but to hang up and call back as XXXX didn't even have XXXX XXXX 's customer service number. I called back XX/XX/XXXX at XXXX. I spoke to XXXX who put me on hold until XXXX before telling me they would have to call me back. At XXXX they called me back and transferred me to " XXXX '' wo was in XXXX XXXX collections. I heard music and then dead air and nothing. I hung up at XXXX and called back. I got XXXX at XXXX. I was told once it goes to collections they can't help. I advised that wasn't correct as the agency directed me to them and someone has to validate the debt. I was transferred a few more times before getting XXXX in internal collections who said I have 1 year to return equipment. I advised no document I received, no conversation, nothing ever disclosed that and my return of equipment was accepted and I had proof. I got transferred to XXXX XXXX XXXX and spoke to XXXX at XXXX who confirmed my equipment showed returned. I got transferred back to XXXX in collections at XXXX who stated again 1 year to return equipment. I advised again, it was returned and accepted and I had proof and they have confirmed they are in possession of the equipment and I expect an update to the balance. XXXX put me on " mute '' and would not respond to me after that. I stayed on the line for 10 min advising them to come back on the line or I would be filing a complaint. I hung up and called back at XXXX and spoke to XXXX . She put in an escalated ticket for me to have the matter reviewed for adjustment Reference number XXXX. XXXX biz days review time. I spoke to XXXX the collections manager and complained about XXXX. 

On XX/XX/XXXX I received an email stating my account was updated and that " we were able to resolve your concern in the manner requested '' I called back in XX/XX/XXXX to get an updated bill sent to me at XXXX. XXXX said the dispute was not resolved and the balance is unchanged. I spoke to Supervisor XXXX again at XXXX who said the dispute was still in process and that I would get a call when complete. 

As of today XX/XX/XXXX I have received no further communication and the automated system at XXXX XXXX XXXX XXXX still says the full incorrect balance of {$620.00}.

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