Consumer complaint received 2022-11-23
Company: MUFG AMERICAS HOLDINGS CORPORATION
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: Personal information incorrect

Complaint:
XX/XX/XXXX I contacted Union Bank in XXXX notifying them that someone at their bank fraudulently changed my address. Union bank erroneously changed my address when an unverified, unauthorized individual called in on XX/XX/XXXX ( per Union Banks letter dated XX/XX/XXXX to me ) and changed my personal information on my account. I called as soon as I received notification to inform them that they had the incorrect address, but they claim to have no record of my phone call to them. However, curiously, they have a record of the phone call from the unauthorized individual on XX/XX/XXXX. What was their name? How did they verify that person was the account holder? What was the phone number on record for that call? Interestingly, in XXXX XXXX letter dated XX/XX/XXXX, she states that they called my husband on XX/XX/XXXX requesting he call XXXX in Fraud Management. Why? Did Union Bank finally realize they did not verify the person calling them on XX/XX/XXXX and needed to now back track and try to verify the address change with the account holder. 

Union Bank, and in particular XXXX XXXX, refuses to take responsibility for their bank 's error, and correct the information reported to the credit bureaus. This is a follow-up to the original complaint, where I had requested that they correct the address, clean up the credit report, adjust the balance to the correct amount that I owed, and apologize for the intentional financial and emotional stress that they have caused me and my family. Originally, they apologized for their error and promised to take care of ALL of my requests including correcting the credit report. They have finally, in XXXX, corrected our address, adjusted the balance to the correct amount owed, but have taken back the apology refusing to take responsibility for their error, and refuse to correct the information at the credit bureaus. And, last time I contacted the collection company, they still have my incorrect address. I want to pay off the balance to Union Bank and have them correct their mistaken reporting to the credit bureaus. I do not feel that I should have to pay the balance with the credit collection company, since the error was Union Banks and the fact that they still have the incorrect address which I verified with XXXX XXXX at XXXX XXXX at XXXX, today, XX/XX/XXXX at XXXX. 

I was able to obtain some call records showing that I did indeed call the bank to request that they correct their error. 
Here are the records of my calls : Union Bank Fraud Management/XXXX : XXXX XX/XX/XXXX XXXX  XXXX XXXX : XXXX XX/XX/XXXX ( twice XXXX XXXXUnion Bank XXXXXXXX XX/XX/XXXX XXXX XXXX XXXX there were additional calls, but it too costly for me to obtain call records at a cost of $ XXXX, so I only obtained the ranges that reflected the notes in my file. It is quite apparent Union Bank not only made a grave error, but that they dropped the ball on XXXX. 

My request again is that they fulfill their original promises of accepting that they made an error by correct the reporting to the credit bureaus and allow me to pay them off directly. 
Thank you!

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