Consumer complaint received 2023-09-08
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC. (MO)

Complaint:
I hold a XXXXXXXX XXXX XXXX  which was issued to me and financed by my credit union in XXXX. The card is active and has been since that date whereas I make monthly payments. On XX/XX/XXXXXXXX  I made a {$150.00} payment on account. On XX/XX/XXXX, XXXX XXXX notified me of my new credit score from two of the credit reporting agencies, TransUnion and XXXX. XXXX was reporting my credit score to be XXXX ( a XXXX point increase ) due to recent payment made however, TransUnion was showing my credit score had decreased by more than XXXX points. When I investigated further, the TransUnion Credit Report showed the following information : " XXXX XXXX XXXX account removed from your file. Between XX/XX/XXXXXXXX  and XX/XX/XXXX, your credit card account with XXXX XXXX XXXX was removed from your credit report. Since this account is no longer on your credit report, it's details won't be factored into your credit score ''. 

Neither XXXX or XXXX were reporting this information, only TransUnion! 

I immediately contacted TransUnion via telephone to inquire why this had been done and they told me I needed to contact the creditor ( XXXX XXXX XXXX ). I contacted and spoke with XXXX XXXX, the manager at my financial institution who stated to me that his bank reports directly to XXXX and could not explain why TransUnion was showing this info because the information he has on file shows the card to be active and in use.. 
I then filed a dispute with TransUnion explaining this and requested that they correct their report and reinstate this card as it is active. Rather than reverse their finding and admit to an error, they deleted the disputed item! After receiving the Dispute Results from TransUnion, I initiated a 3 way conference call between myself, XXXX XXXX XXXX, Account Manager at XXXX XXXX XXXX and TransUnion representative XXXX, whereas XXXX XXXX reiterated the fact that his financial institution did not initiate or authorize removal of my XXXX XXXX XXXX from any credit reporting agency and whereas TransUnion rep, XXXX, stated she would refer my file to their Special Handling Dept who would contact me within 72 hrs to correct and reinstate my credit card info to my credit report. When I called them back to follow up on XX/XX/XXXX, the Supervisor, XXXX, told me that I would have to have credit union call them to reinstate. I explained that we previously had a 3 way conference call on XX/XX/XXXX, he stated that his team member 's ( XXXX ) notes did not reflect that info. I am beyond angry, I have done everything within my power to resolve this issue yet TransUnion is not taking any responsibility for a mistake that THEY made to my credit report causing my score to drop significantly because of their error which they will not correct!

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