Consumer complaint received 2016-02-27
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Account terms

Complaint:
I contacted by XXXX XXXX regarding an XXXX account balance that I disputed with XXXX, this past XXXX 2015. I had previously made a partial payment to RGE days before I was contacted by XXXX XXXX. When I spoke to the customer service rep at XXXX XXXX, I gave them all the information to debit my checking account for the remaining balance. I was told that they would first have to verify with RGE of the amount that I had already paid, and it might take as long as 30 days to confirm. They would then debit my account for the balance. I questioned whether the collection information would appear on my credit report, and she assured me that it would not, because I was making a payment within 30 days of them receiving the account. About a month or a little more later, I received another call from XXXX XXXX stating that they needed me to authorize another debit from my checking account. I explained that I had previously authorized a debit a month or so with another rep from the very same company, I was told that because I authorized an amount {$.00} more than I actually owed, that I would need to authorize the new balance. I expressed my frustration at not receiving a phone call sooner to let me know of the new issue with debiting my account. I spoke to a supervisor, who assured me the following day that he had received approval to remove the collection activity from my credit report because it was an error on their part. I was told that the company would send the request through XXXX, the same system used to place the collection activity, to have the activity removed. A month or so later, the collection activity was still on my credit report. I called back, spoke to another supervisor, who not only confirmed that a removal request was sent through XXXX, but he also gave me a letter explaining that my account had a XXXX balance to be given to my mortgage company. I called back a few weeks later to complain to the same supervisors I have previously spoken to, about the collection activity negatively affecting my mortgage rate. Again, I was assured that the information was re-sent to XXXX, and I was told to file complaints with each of the credit bureaus, which I did. I 've filed requests for investigations with each of the credit bureaus twice, but so far only XXXX has removed the negative collection activity from my report. XXXX and TransUnion continue to report the collection activity on my credit report, even after I faxed and mailed a copy of the letter ( on company stationary ) I received from one of the supervisor stating that my account was paid off and that they collection activity had been deleted from my credit report. Although I submitted this letter to my mortgage company, I still was unable to qualify for the lower interest rate that I was promised when I was first qualified.

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