Consumer complaint received 2020-01-20
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY
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:
In XX/XX/XXXX, I had a balance on my XXXX XXXX. Using XXXX 's " XXXX '' app, I linked my XXXX checking account to my XXXX XXXX so that the balance would be paid in full every month from my checking account. The app said I was successful in linking my account. 

A month later, I received a phone call from XXXX XXXX ( which backs the XXXX XXXX ) that my payment was unsuccessful, and that I was more than 30 days late. I said that's impossible. But the specialist told me that XXXX declined payment ; apparently, my bank account was never successfully linked, despite the app telling me it was. ( No one ever notified me of this beforehand. ) I paid the balance in full while on the phone. I explained that I've never missed a payment before ( it's true ; you can check my credit history ). 

Despite this, XXXX reported to Trans Union that I was more than 30 days late. After seeing my credit score take a 100-point dive, I contacted XXXX again in XX/XX/XXXX. I spoke to someone who promised to look into it for me. I received a call back on XX/XX/XXXX, but missed the call because it was XXXX XXXX and I was on vacation. 

In XX/XX/XXXX, I called XXXX back. On this call, it was discovered that XXXX did not have my current email. Instead, it had an email that was associated with my XXXX XXXX account -- an email from XXXX. At no point in my application process for an XXXX XXXX or thereafter was I ever asked to give my email. I assumed notifications would be sent through text or over the XXXX XXXX XXXX. 

I was wrong. XXXX had sent a notice of overdue payment to the wrong email. The specialist whom I spoke to agreed that it was 1 ) wrong for XXXX not to call me BEFORE XX/XX/XXXX ; 2 ) wrong for XXXX to rely on an outdated email to contact me ; and 3 ) true that, given my previous history of always paying on time, unfair for XXXX to have reported to Trans Union a late payment when I was under the mistaken belief that the payment had been processed through my XXXX  checking account -- which, again, is what was showed to me on the app. It said it was successful. 

XXXX then issued a dispute on my behalf and sent it to Trans Union. Trans Union " investigated '' ( never explained what steps it took ; it did NOT speak to me about the issue ), and claimed that the report was " accurate. '' My credit score dipped over 100 points. XXXX claims it can't do anything, and when I called Trans Union, Trans Union claimed it couldn't do anything. Both companies pointed the finger at the other. 

I called XXXX today, XX/XX/XXXX, to discuss Trans Union 's " investigation. '' XXXX knew very little, and said I should continue the dispute process on my own. 

To recap : 1 ) I've never missed a credit card payment in my life. 
2 ) I tried to link my XXXX checking account to my XXXX XXXX. I was told I was successful. 
3 ) When my checking account wasn't successfully added ( after a few days ), no one notified me of this. 
4 ) XXXX used the wrong email, and didn't call me about a problem until after 30 days went by. 
5 ) Trans Union never contacted me about its investigation ; it didn't even bother to explain what steps it took or how it reached its conclusion. 
6 ) Given that XXXX has agreed with me that this was wrong, I'm confused how I'm still penalized for its mistake. 
7 ) Trans Union won't answer my concerns. And both companies just lay blame with the other and tell me to talk to that one.

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