Consumer complaint received 2022-06-10
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
On, from what I'm told, XX/XX/XXXX my credit card company, XXXX XXXX XXXX XXXX ( XXXX ), changed the product or my credit card. As the consumer this changed meant nothing other than a new card and new product name on the card. From what I know the account number, at the time, didn't change nor did the balance, or available credit. I believe the rewards program was changed a little and the interest rate may have shifted slightly. I later noticed, timeframe unknown, that the all 3 credit bureaus started reporting the account differently. The possible spread was that one was reporting it open and the other 2 were reporting it as closed.

After some time had passed and I felt this wasn't being corrected on its own, I reached out and filed disputes. I do know that I tried to file at least one dispute with Transunion but do not remember the other bureau that I sent a dispute to. I received a reply from Transunion that they were reporting the information as it was sent to them from XXXX. I was told to contact XXXX and ask them to retransmit the credit card information. I did reach out to XXXX and reported the issue and was told they would, and later, did retransmit the information. I called Transunion again a couple weeks later and was told they had the most up-to-date information showing the account was closed. I was told again to have XXXX to retransmit the information. At that point I had dropped the subject because there was no value in the endeavor at that point in time, because I had satisfactory scores being reported. 

Fast forward to XX/XX/XXXX, I reach out to XXXX for a signature loan. In short, I was presented with unsatisfactory term of the loan and ask as to why I was offered the higher-than-normal APR for the loan requested. They stated my credit score was in the low XXXX, XXXX I believe, and that the number reported was from Transunion. This was odd because the other 2 bureaus were reporting XXXX points higher. I proceeded to check what my score was with the bureaus and filed a dispute with XXXX who was reporting my credit card as being closed. Within a couple of days, the dispute was answered and the error corrected. I attempted to do the same with Transunion, online, but their system was not showing the account and a dispute could not be created unless there was an account showing to dispute. 

On XX/XX/XXXX, I reach out to Transunion, via phone, to file a dispute. After being on the phone for a couple of hours going back and forth trying to glean as much information and insight into the reported information, I was told to contact XXXX again. I did speak with a supervisor before ending the phone call. The individual was helpful in the fact they were able to provide action dated and confirm the account was showing on my history but being reported as closed. Since it had been reported as " closed '' for so long the account was deleted from the credit report. I was also told that a dispute could not be created because there was no account to create the dispute against. I contacted XXXX again and explained the situation that same afternoon. 

I followed up with XXXX on XX/XX/XXXX to determine a resolution and what actions were taken to rectify the situation. I was told they had retransmitted the credit card information on XX/XX/XXXX and to contact Transunion to verify receipt of the information. I called Transunion a few minutes later and explained the situation to the representative. He was able to confirm the account in question, by the last 4 digits of the account number, as well as provided me with an account balance at " closure ''. The account balance he provided me was the last reported balance on the account as of XX/XX/XXXX. The representative then informed me that this information was not in their control and since this is how it was being reported. He went on to say, since I had already called XXXX and they resent the information and that Transunion was reporting it incorrectly, that I would need to file a dispute with the FTC. Before I ended the call I asked if he could transfer me to a supervisor. Since I had more information to point to and that the account being reported as " closed '' is merely the only problem, maybe they could provide more assistance. When I spoke with the supervisor and they told me they could not see the account in my history. I pointed them to XX/XX/XXXX in my history and they read off the credit limit for that account. When they did, I told them that was the account in question. They told me it reported a XXXX balance and that the account was closed and that they could not see any more information on the account. The information they provided was contradictory to all of the information the previous representative ( non-supervisor ) had just finished telling me. So here I am filing my dispute with the CFPB because it seems like the correct next step to rectifying this problem. 

To add a note as to the possible difference in the account number. The credit card in question was had it's account number changed upwards of XXXX times since XXXX due to fraudulent activity between XXXX and XXXX. Each time this happened, a new account number was assigned, but this change has not impacted any bureau that was already reporting the account. 

In conclusion, Transunion has been reporting my credit card information incorrectly since XX/XX/XXXX and has repeated passed blame to the lender and not being able or wanting to escalate the problem internally. There have been individuals who has tried to help within the company but they were unable to provide internal solutions. Transunion has dropped the account from my credit report but XXXX and XXXX both show the account as an active account with current activity and a revolving balance.

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