Consumer complaint received 2024-10-11
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC. (IL)

I am filing this complaint against TransUnion with respect to Customer Service, Accuracy, and Transparency. 

Background My wife and I have been renovating a house in XXXX XXXX, with the intent for retirement. Due to pandemic and supply chain issues, the project dragged on and we needed to use my credit cards to bridge the gap between a 15-year Credit Union Home Equity loan and finishing the project.

Since completion, I have worked diligently to pay down my credit cards and not use them ( except for minor recurring monthly payments ). In fact, the TransUnion credit score rose from XXXX on XX/XX/XXXX to XXXX on XX/XX/XXXX. 
In XXXX, the Home Equity line had an upward rate adjustment by two percentage points, and a refinance into a lower interest 30-year loan has become imperative. 
In XXXX, I contacted three mortgage companies, two of which initiated hard credit pulls, XXXX XXXX  on XX/XX/XXXX and XXXX XXXX XXXX  on XX/XX/XXXX. 

Customer Service On XX/XX/XXXX, my TransUnion credit score dropped from XXXX to XXXX XXXX points! This was observed on XXXX XXXX and confirmed by purchasing a {$.00} credit score report from TransUnion. 
The TransUnion report indicated 7 changes to your TransUnion credit report ( attached ) : XXXXXXXX  account balance decreased XXXX XXXX XXXX account balance decreased XXXX XXXX XXXX XXXX XXXX account balance decreased XXXX XXXX account balance decreased LOANDEPOT.COM account balance decreased XXXX  XXXX account balance decreased On XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXX, I contacted TransUnion ( XXXX ) and spoke with agent XXXX XXXX The call lasted XXXX minutes. 

During this call, I requested the reason for this drop and was told that my credit debt was too high and that since the credit hard pulls did not happen on the same day they each constituted a XXXX point drop. 
I told the agent I understood that mortgage hard pulls would only count as one pull within a specified window of time. Again, I was told by the agent they had to happen on the same day. Several times I reiterated the question about hard credit pulls for mortgage shopping. The agent knew nothing about a credit inquiry window. 
I requested placing a fraud alert on the account, as I was not satisfied with the agents explanations. They informed me it would take another XXXX hours for someone to call back to initiate a fraud report. 
On XX/XX/XXXX at XXXX XXXX XXXX XXXX 72 hours beyond the 72-hour callback window, I heard from XXXX XXXX. This call lasted 19 minutes. They indicated TransUnion does observe a credit inquiry window of XXXX days ( the two mortgage pulls happened within 6 days of each other ). Again, I requested a reason that I could provide to my lenders for the credit drop and received the stock answer that its all in the algorithm. I requested a review of the previous recorded call so the agent could be trained on credit window accuracy. Supervisor XXXX indicated that a call review would need to be escalated to a higher supervisor, and I would receive a callback within 24-48 hours. 
On XX/XX/XXXX at XXXX XXXX XXXX XXXX, I initiated a call to TransUnion at XXXX, as I had not received a call back for more than 100 hours ( not the 24-48 hours as stated ). This agent, XXXX, informed me that I would need to call TransUnion at XXXX to initiate a supervisor call back. ( Interestingly, at the same time I utilized the TransUnion chat function and was told the number to call for this type of inquiry was XXXX which is where I began and was told to call a different number. ) On XX/XX/XXXX at XXXX XXXX XXXX XXXX I initiated a call to XXXX to request the supervisor review. For this call, I was on hold more than one hour before reaching agent XXXX. She initially indicated that an initial supervisor callback had not been requested but backtracked when I asked them to confirm that. A new supervisor request was made with a promise of a callback in 24-48 hours. In fact, agent XXXX indicated they could not review recorded calls. I was on the phone for 1 hour and 17 minutes. A review of this call for training purposes would confirm this information. 
On XX/XX/XXXX at XXXXXXXX XXXX XXXX XXXX  I received a call from agent XXXX, this call lasted 15 minutes. The agent had not reviewed the case or previous calls, was not calling back with any new information or response to previous questions, and certainly did not know the purpose for their callback. They indicated the drop was probably due to high real estate loan balances. However, the real estate loan balances have not increased. In fact, TransUnion increased the credit rating from XXXX on XX/XX/XXXX to XXXX on XX/XX/XXXX, and there has been no real estate loan balance increases. 

Accuracy The TransUnion Credit Score and Analysis on XX/XX/XXXX, XXXX, indicates Based on your most recent credit report XX/XX/XXXX Your TransUnion XXXX XXXX XXXX, Provided XX/XX/XXXX ( emphasis added ). 
The TransUnion XXXX XXXX and Analysis on XX/XX/XXXX, XXXX, indicates Based on your most recent credit report XX/XX/XXXX Your TransUnion XXXX XXXX XXXX, Provided XX/XX/XXXX ( emphasis added ). 
There have been no changes to my credit which I can see would account for a XXXX drop and subsequent XXXX increase. These two reports are attached. The XXXX lenders I spoke with, one of whom has been in the lending business over 30 years, indicated they had never heard of a XXXX drop because of mortgage shopping. 
Therefore, I believe that the XXXX drop had been made in error and was corrected to a XXXX drop ( which was provided on the same day as my call on XX/XX/XXXX ). 

Transparency The credit report provided to my lenders show two credit pulls on XX/XX/XXXX and XX/XX/XXXX, and there is nothing within the TransUnion Report indicating that these are being counted as one ( 1 ) mortgage credit pull within the credit inquiry window.

At the time of submitting this complaint, it has been almost three weeks since my initial inquiry significantly delaying my refinance.