Consumer complaint received 2015-11-13
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: Inadequate help over the phone

Complaint:
XX/XX/XXXX I disputed a concern with all three credit bureaus. The dispute is with XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX. I received my credit reports from all XXXX agencies and was flabbergasted to see five late payments to XXXX XXXX. The original credit card company was XXXX who went out of business and sold my account to XXXX XXXX Bank on XX/XX/XXXX. The XXXX XXXX Bank also went out of business on XX/XX/XXXX. My account was now taken over by XXXX XXXX in XX/XX/XXXX. In all this time I was making monthly payments and never late on them as I am never late with any payments with any company. When I received a letter from XXXX XXXX with a new credit card I was informed that my APR was going to be increased 12 % higher than it was originally from both the other companies. I called XXXX XXXX and voiced my concern about the overwhelming increase in the APR. The representative informed me there was nothing I could do about it I had to just pay the bill off with the new APR increase. I explained to the representative that I was a single mother on XXXX and I could not afford that extreme APR increase. I immediately cut up the card and threw it in the garbage. I made two payments to XXXX XXXX in XX/XX/XXXX, and XX/XX/XXXX. In XX/XX/XXXX I contacted XXXX XXXX a second time and asked for a supervisor. I was rerouted to another customer service representative from the company 's hardship program. I spoke to the representative at that time who informed me that I would qualify for their hardship program. She explained to me that their company would lower my APR and I could make lower monthly payments until the bill was paid off in full. There was no paperwork explaining how this program worked as stated by the representative it was just a verbal agreement. I agreed to this payment plan XX/XX/XXXX. I did not receive a letter from XXXX XXXX until 5 months later with my new payment plan which was now XX/XX/XXXX. I started paying off my balance every month faithfully as noted on my credit report. I have never had a late payment on my credit report since I first started getting credit with this company. When I received my yearly credit report from all XXXX agencies I was flabbergasted when I saw that XXXX put me into collections and reported to the agencies 5 months of late payments. I immediately called XXXX XXXX and spoke to another representative about this situation. This representative told me that I should have made monthly payments until the hardship program started. I explained to her I was never told to do that when I spoke to the representative from the hardship program. If I would have been informed of that I would have made payments each month as I always do. I asked to speak to a supervisor immediately. I spoke to a supervisor named XXXX XXXX XXXX. I explained my situation and XXXX XXXX apologized for the misinformation his employees did not make me aware of. It took 5 months to be put into their hardship program, and in the interim I was put into collections with 5 months of late payments. XXXX XXXX asked me to put this information in writing as I did. I received a letter a few months later from XXXX XXXX who informed me there was nothing he could do about my situation. I sent letters to all of the credit bureaus and both XXXX and XXXX immediately removed these negatives from my report. Trans Union is the only credit agency who refuses to remove the negatives. I am asking for help in having these negatives removed from Trans Union as I do not feel I should be penalized for the incompetence of XXXX practices, policies and employees misinformation.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief