Consumer complaint received 2019-12-02
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: Their investigation did not fix an error on your report

Complaint:
As a former employee of the XXXX XXXX XXXX  XXXX XXXX ( XXXX ), a processing error caused an over payment to which XXXX required be paid back. XXXX set up a payment to be taken directly from my paycheck. During the payment period, I transferred to a new agency and it disrupted payment. The XXXX XXXX  XXXX XXXX XXXX XXXX XXXX ( XXXX ) handles payment and debt processing for XXXX. The XXXX did not notify me that XXXX had failed to transfer the payment information to my new XXXX  employer and that the debt was ageing ( becoming delinquent ). I did not find out that I still owed money to XXXX ( a total of {$400.00} ) until it showed up on my Transunion credit report as I was preparing to purchase a home. My credit score dropped from around 800 to around 700/ I contacted XXXX who very quickly constructed and sent a letter to Transunion ( XX/XX/2019 ) stating the debt was a result of their processing error, and the delinquency was a result of the XXXX not notifying me that the payments had become delinquent ( as my understanding and clearly written in the Demand for Repayment that if I agreed to allow the payments be taken directly from my paycheck, no further actions were necessary by me ). I also contacted the XXXX and paid the {$400.00} immediately upon learning the debt was still owed. The letter from XXXX also stated very clearly that it was their position that any negative remarks on my credit report be removed, at that there be no history of past due debt. I filed a dispute with Transunion at the same time XXXX sent the letter and I included another copy of the letter with my dispute. 

Within a couple weeks, I received a notification that the dispute was resolved and that those remarks were removed from my credit report. My score increased back up to around 800 at that time. Subsequently, the XXXX sent a second letter to Transunion indicating that the Charge-off/collection had been paid. This report stated that the Charge-off/collection had been paid. Transunion, not realizing this was for the exact same account that they had already resolved and removed from my credit report, added the information back to my report and my credit score again dropped. This time from around 800 to 750. The negative account on my credit report again, is a result of the exact same account they had already corrected. Regardless of the fact that the account had the same Bill Number, Transunion created negative remarks showing this as a negative report. 

After this occurred, I quickly contacted XXXX again and they quickly sent another letter ( XX/XX/2019 ) to Transunion ( and to me ) stating this account was the result of a processing error, I was not made aware that the payments had stopped being automatically deducted, and that it was their position that all negative comments be removed from my report and that there should be no " past due '' comments. After a month or so went by with no change to my credit report or score, I filed another dispute with Transunion ( XX/XX/2019 ). On XX/XX/2019 I received a letter from Transunion stating that the dispute had been completed and the disputed information was " VERIFIED AS ACCURATE ''. I called Transunion to discuss the results of their investigation and they told me the investigation is still open as they had not received a response from the creditor. They would not explain to me why I have a letter stating that the dispute was closed at the same time they report the dispute as still being open over the phone. They are now telling me they expect a response from the creditor by Wednesday, XX/XX/XXXX. 

This causes yet another set of complications as they stated on the phone call that they were waiting for a response from the XXXX  XXXX. This is problematic because it is XXXX that the debt was owed to and that created the paycheck processing error that caused this issue in the first place. Even though XXXX has written two letters, both with the debt number indicated in the letter, and a discussion of why the " past due '' comments should not appear on my credit report, nothing is going to be resolved if they are contacting the XXXX. They are the agency that handles finances for XXXX. XXXX is the agency that the debt was owed to yet the XXXX ( as they stated to me very clearly on the phone ) will only report what their " system '' shows, and the reports are " automatically generated ''. XXXX is the creditor and they have not once, but twice now generated letters to Transunion in attempt to resolve this issue. I am currently in the process of trying to purchase a home for my family. I have a good salary, excellent payment history, zero debt, and a stable job. Yet my family and I are forced to live with other family in a 3 bedroom home because I can not purchase a home until my credit score is corrected. We have watched multiple homes come on and off the market while we are waiting for a resolution, and the price of homes are always increasing. This issue needs to be resolved immediately, not months or years from now.

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