Consumer complaint received 2020-04-21
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I am a XXXX for XXXX XXXX member, who partners with XXXX. As an XXXX member, I am entitled to two years of forbearance for my student loans. I originally sent a forbearance request through XXXX in the fall of XXXX. I was not informed this forbearance request was not received by XXXX. In XX/XX/XXXX, they started adding delinquency charges to my account. Absolutely no attempt of contacting me directly regarding the payment of my loans was attempted. During the time these delinquency charges were being added to my account, I was not checking my loans because I was under the impression they were in forbearance. When I learned of this issue in XX/XX/XXXX, after receiving notification that my now horrible credit ( credit I believed to be quite good in the 700s was now in the 400s ) disqualified me from an apartment. I immediately contact XXXX and XXXX about the issue, which allowed my forbearance to start for the second year. I was instructed by two different XXXX  employees that with evidence from XXXX and a formal inquiry, I would be able to remove the delinquency charges and fix my credit score. Then I received notification it would not happen. I reached back out to XXXX in XX/XX/XXXX. The person I spoke with informed me that there was a mistake in the filing of my request and a blanket response was sent out. He told me they probably did not look close enough at my case and he would resubmit my inquiry, ensuring me this time it would be fixed because of the way he formatted the request and to hold tight for a few months while I waited for a response. On XX/XX/XXXX I contacted XXXX again. The person I spoke with was disrespectful, awful, and plain rude. He informed me I had been lied to back in XXXX and the status to my inquiry was denied. I asked him why I never received notification of this decision and was told " oh yeah, it says you a message was not sent to you about this. Sorry. '' After additional rude, hurtful responses from this employee ( who I was only told would have a 'talking to ' about his behavior on the phone ), I was transferred to the supervisor. Then I was told that with her " deepest apologies '' I had been given misinformation, misguided, and lied to by the previous XXXX  employees I had been speaking with for the past 6 months. She informed me that actually the " type '' of forbearance I was under was the rare kind that would not allow retroactive fixes to credit reports and that she would make sure to check-in with her employees so they know that moving forward. She told me there was absolutely nothing could be done despite the fact that I had proof I was truly in a forbearance program for the entire time they were reporting my loan accounts as delinquent. XXXX has been absolutely awful about communicating SERIOUS issues with people 's accounts. If XXXX had been a more caring, responsive group of people, perhaps I would have had an email about dangers to my account so I could have addressed them sooner. Perhaps if decent people worked there and genuinely cared about helping people, I would not have been lied to for 6 months. Now I am convinced that I should just call daily in order to get ahold of someone who might tell me the truth and fix my credit score. It's amazing they can destroy a credit score in 6 months, take 6 months pretending to " help '' by lying to the constituent, and then in 6 minutes inform you they did not send update messages, you have been lied to, and nothing more could be done. What an AWFUL company thus far.

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