Consumer complaint received 2023-09-15
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I made a puchase at XXXX on XX/XX/XXXX for {$52.00}. On XX/XX/XXXX, prior to the closing date of the billing cycle, I received a charge from XXXX for {$1.00}, which was accidentally charged twice, for a bounce back of my checking account. 

I had gotten divorced and opened a new checking account at the same bank because the bank was unable to remove either spouse from the joint checking account, but I don't use the XXXX XXXX card very often, and didn't realize that I hadn't updated the account number. 

I called XXXX and chatted with them online several times on XX/XX/XXXX, and they credited back the fee when I explained that this was an honest misunderstanding, I have never been late, and I have excellent credit ( score around XXXX ), and held the credit card account for over 10 years. 

I spoke to XXXX different people who said the account was now cleared, and I got a confirmation that the total of {$52.00} was paid. Nobody had mentioned that the automatic bill pay feature was XXXX, or that I needed to make a one-time manual payment. 

On XX/XX/XXXX, I receive a notification from several credit card monitoring services that my credit score dropped over XXXX points!! I have always had an almost-perfect credit score, always have automatic bill pay, and have never been late. I called XXXX to inquire what had happened, and was informed that the payment of {$52.00} did not process on their end. I immediately paid the total on the app while I was on the phone with the agent, and asked them to clear this late payment from my credit reports, as this was all a misunderstading, and I had already called on XX/XX/XXXX to reverse the charge, update the checking account, and had received an update that the payment had gone through. 

I was told by the agent that they can not update the credit reporting agencies, and that I will just have to accept an XXXX hit to my almost-perfect credit score that I have spent decades meticulously monitoring and cultivating. 

If you view my credit report, you will see that I have an installment mortage account, credit cards with a long history ( oldest account was opened in XXXX - XXXX ), and I have never had a late payment and pay all of my accounts off in full every month without fail ( except the mortgage - I cant afford to pay the entire mortgage off in one month, or I wouldnt need a mortgage! ). 

Please help. I have already contacted Kohls ' several times, and have paid the amount in full the MOMENT I found out there was a discrepancy. This is not equitable to suffer such a large blow to my credit score all because they didn't process the payment when I updated my checking account, after receiving a notification that the payment was processing. I am the farthest thing from a credit risk.

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