Consumer complaint received 2025-10-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY

Complaint narrative:
XXXX consumed my XXXX loan after I graduated college in XX/XX/XXXX. They never sent any communication introducing them as my loan provider, they never sent bills via the Postal Service so I would be aware of my bills and when they were due. I never received any emails like they stated Which they stated included the bills. Customer service ( XXXX ) on XX/XX/XXXX at XXXX XXXX. told me that bills go to spam and junk. I am NOT unable to pay my bills. I just need to know that the bill existed!. They told me they can remove negative remarks from my credit report if there was a reason why I couldnt pay the bill. 
Im frustrated because its not about me not being able to pay the bill. I COULD AND CAN pay the bill if I had known the bill existed. The company just simply states we sent the bill via email. If you didnt get it too bad. I didnt know that I had bills from XXXX XXXX until I checked my credit score and saw that my credit score dipped over XXXX points in the past few months. I checked my credit report and found out that it was XXXX XXXX  was making all of the reports against me. I called their XXXX number and the gentleman on the phone was very rude and dismissive and didnt help me at all. I had to XXXX their name and put in my Social Security number to create an account to actually see the bills that were due for the past XXXX months. I immediately paid all past due amounts And paid the XXXX payment that was going to be due in XXXX weeks. After I did that I started automatic payments so that the payment would never be late. Had I known I had a bill I wouldve been paying it on time. Their argument is that they sent me emails With the XXXX, but my argument back is that I never received them. They can not assume that Im receiving bills if Im not responding. They can not report me to my credit bureau without sending me into collections and sending me a notice in the mail. They can not assume that any so-called email is making it to me. They say that they called me for the past 90 days prior to XXXX. I have all documentation from phone calls made from XXXX XXXX until present. I checked that today and saw that they called me twice. Once was on XX/XX/XXXX, and the second one was XX/XX/XXXX. Under each call the word junk appears. Therefore the calls never went through to me or I may have dismissed them as fraud since it appeared on my screen as junk. No messages were left. I know this bill is mine, I have no problem paying this bill, as soon as I found out it existed I paid everything that was due and then some. I even paid down some of that bills via their website over the summer. 
My complaint is that theyre not sending bills out correctly. They cant tell me that many bills go to spam and junk and expect me to find it. I dont look at spam and junk. I get thousands of spam and junk like everybody else. I delete spam junk without going through the thousands of emails individually. How can I pay a bill that I dont know exists? Its not fair to tell me that you emailed me bills when you didnt and Im supposed to allow my credit to fall because youre inability to have a correct billing system. To this day I have not received one physical letter in the mail stating what I owe, what I paid and what I have left to pay. I dont mind getting bills via email, but I didnt sign up to have those bills sent to my junk email or spam. If I Agreed to receiving emails for my bills that does not mean agreeing for them being sent to junk so I cant view them. My assumption is when I agree to receiving emailed bills, Its actually going into my folder where I can view them. For your company to state and to know that the bills going to junk and spam proves that you know this is an ongoing issue and I should not be held accountable with my credit dropping over XXXX points because you failed to send me proper notification of bills. You inaccurately reported me as failure to pay when that wasnt true. I can pay this bill and I couldve paid the bill if I had received the actual bill. I shouldve received numerous phone calls and letters in the mail when you saw that my bills were being ignored. I want all negative remarks removed from my XXXX credit bureaus, Trans Union, XXXX, and XXXX  as this was NOT my error but XXXX. 
XXXX XXXX

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 non-monetary relief