Consumer complaint received 2023-05-20
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: VA
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: Problem with personal statement of dispute

Complaint:
I currently have a XXXX XXXX card serviced by XXXX XXXX. I've had this card since XXXX and I do not use it very often. Early on when I enrolled with the XXXX XXXX, I set up an auto pay, just like I have done with my XXXX card, and every other credit card I've ever owned. 

After a period of about a year of not using the card, my wife applied a {$15.00} charge in XXXX of XXXX that I was not aware of. On XX/XX/XXXX of XXXX, while checking my credit report I noticed my score had dropped XXXX points. Further investigation revealed I was past due on my XXXX XXXX account. I checked emails, spam folder, and regular mail, I had received no notification that I had a balance or late fee. No statement, no past due notice, nothing. 

On XX/XX/XXXX, I called and spoke with a customer service rep named XXXX, who helped me pay off the card and reverse the late fee. I explained my situation and she stated XXXX performed a system update in XXXX of XXXX and many customers lost their autopay enrollment. For customers who use their card frequently, they likely caught this as soon as it happened. As infrequently as I use it, I did not. XXXX stated she would submit a request to reverse bad mark on my credit report. 

On XX/XX/XXXX and XXXX I received the same notice ( dated the XXXX ) stated XXXX would not reverse the mark on my credit reports, as it is accurate, my payment was late. That is correct, my payment was late, but that is not what I was disputing. My dispute is that XXXX 's payment system had a failure, which customers were not notified of, that resulted in a late payment. 

On XX/XX/XXXX I called back to XXXX and spoke with another customer service rep. Unfortunately I have misplaced my notes and do not have a name. However, this rep also confirmed what XXXX had said, and also stated that there was a system upgrade in XXXX resulting in issues with customer auto-payments. This representative stated they would submit a request to reverse the late payment report to the credit bureaus. 

On XX/XX/XXXX, I received another notice denying my request. 

Several months passed before I was able to circle back around to this issue, I had not used the card during this time period. I sent a personal letter ( attached ) further explaining the circumstance, in hopes it was misunderstood when the customer service reps submitted the last two requests. On XX/XX/XXXX I received another generic denial letter. 

I opened my first credit card account when I was XXXX and have never once had a missed payment reported to the three credit bureaus until this incident. This is the only missed payment on my nearly 18 year record, and it was due to a system failure at multiple levels, NOT because of negligence on my part.

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