Consumer complaint received 2016-11-23
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: KS
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: Inadequate help over the phone

Complaint:
Synopsis : I refinanced a vehicle loan. The original loan was through XXXX XXXX and that loan was paid off using a loan I obtained from my financial institution, XXXX XXXX XXXX. 

The loan officer I worked with advised me since my credit score was below XXXX I did not qualify for a substantially lower loan interest rate. The higher loan interest rate will require more than an additional {$1000.00} in loan interest over the lower rate. A rate I would have qualified for had my credit score been XXXX or higher. 

The loan officer advised me XXXX XXXX XXXX utilizes the credit score provided by TransUnion for loan qualification purposes. 

The loan officer showed me the credit score and the credit report from TransUnion and suggested I dispute the report since it claims I had " too many consumer finance company accounts. '' The loan officer advised me a consumer finance account is the the same thing as a credit card. This information was confirmed during a telephone conversation with TransUnion representative, XXXX, on XXXX XXXX, 2016, at XXXX Central Time. After asking her location, XXXX advised she was in XXXX. 

I called TransUnion the previous day, XXXX XXXX, 2016, in an attempt to rectify the arbitrary nature of my credit report and score, but when I spoke with " XXXX '', in XXXX, she could not understand my simple questions and simply sent me a copy of my personal credit report. A request I did not make. XXXX would not respond to my direct questions in reference to code XXXX on the credit report TransUnion provided to XXXX XXXX XXXX. I asked XXXX the following questions : What specific XXXX was TransUnion referring to in the credit report since I only have, and had, XXXX credit card account open ; and how many Consumer Finance Company Accounts are too many? 

As previously stated, XXXX did not understand my simple questions and simply said she would send me a copy of my credit report. 

Speaking with an individual whose native language is not XXXX did nothing to de-escalate this issue, so on XXXX XXXX, 2016, I, again, called TransUnion and demanded to speak with someone whose first language is XXXX. The customer service representative in XXXX that answered my call identified herself as XXXX. To address my language concerns I was put into contact with XXXX, from XXXX. 

After explaining my issue to XXXX she proceeded to talk in circles and would not truly assist me. When I asked XXXX the same two questions I asked XXXX the day before, she responded by advising me a XXXX was, indeed, a credit card, but then responded with, " what account are you referring to? ", when I inquired about how many XXXX XXXX XXXX XXXX are too many. XXXX proceeded to list the reasons that are itemized on the credit report as the reasons. I advised her the items she listed were listed separately and apart, and that I requested to know how many XXXX are too many. XXXX refused to provide a response. 

I demand the following : I demand a detailed explanation on how TransUnion came up with the completely arbitrary figure of XXXX as my credit score ; I demand to know TransUnion 's definition of XXXX ; and I demand to be advised how many XXXX are too many. 

I have provided a copy of the credit report provided to XXXX XXXX XXXX by TransUnion as supporting documentation. I have also highlighted the closed accounts and added some notes. As is clearly seen, TransUnion 's credit report indicates I only have XXXX credit card account open. Apparently XXXX account is too many, but if that is the case I demand that determination in writing from TransUnion, with specific reason ( s ).

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