Consumer complaint received 2025-02-26 00:00:00
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.
State: FL

Complaint narrative:
Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX XXXX XXXX Subject : Complaint Regarding Dispute and Reporting Issue with Transunion Dear Sir/Madam, I am writing to file a formal complaint against Transunion concerning their failure to properly update my credit report and address a dispute regarding an account I have paid off in full. I am in the process of closing on a home, and the inaccurate reporting of this account is negatively affecting my credit score and my ability to secure my mortgage loan. Despite my repeated attempts to resolve this matter, I have been unable to get Transunion to assist me in resolving this issue. 

Account Information : Original Creditor Name : XXXXXXXX XXXX  Account Number : XXXX Collection Agency : XXXX XXXX XXXX XXXX XXXX XXXX  Original Amount Owed : {$840.00} Amount Paid : {$840.00} Date Paid : XX/XX/XXXX Status Date : XX/XX/XXXX Dispute Status : Consumer Disputes Reinvestigation in Progress Date of First Delinquency : XX/XX/XXXX Last Payment Date : [ Insert Last Payment Date ] Issue Summary : I made a full payment to XXXX, the collection agency for the account referenced above. Upon settling the debt, I received a " Paid in Full '' letter from XXXX, confirming that they would not contest this payment. I was advised to upload this letter to Transunion to have the account status updated. However, despite my repeated attempts to contact Transunion they have not resolved the issue. The account continues to appear as " UNPAID '' on my credit report, with a status of " CONSUMER DISPUTES REINVESTIGATION IN PROGRESS. '' I have reached out to Transunion multiple times to have the dispute canceled so that I can upload the necessary documentation, but I have not been able to get assistance or see any progress. This unresolved issue is preventing me from closing on a home, and I am seeking your assistance to expedite the resolution process. 

Requested Resolution : Immediate update of the account status to reflect the payment as " Paid in Full '' or " Closed '' in accordance with the documentation provided.

Removal of the dispute status from my credit report so that my credit score can be accurately updated.

Assistance in ensuring that Transunion follows the correct procedure in updating this account. 
Please find attached the following documents for your reference : Paid in Full letter from XXXX I would greatly appreciate your prompt attention to this matter, as it is causing significant delays with my mortgage loan and negatively impacting my credit score. Please let me know if you need any additional information or documentation. 

Thank you for your assistance in resolving this issue. 
Please see chat below employee XXXX was out of line. 

Sincerely, XXXX XXXX Attachments : Paid in Full letter from XXXX Correspondence with chat team ( XXXX ) horrific please address! 
Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX, XXXX XXXX Thank you for contacting TransUnion. 
Tell us how we can assist you today, or select an option below. 
Do not include any account or personal information, SSN, dispute or credit report complaints unless requested by a live agent.General Questions You-XXXX XXXX You are now connected to XXXXXXXX XXXX cancel dispute XXXXXXXX XXXX Welcome to our live chat service. My name is XXXX and I am here to assist you. I will be happy to help you with that! In order to access your file, I need to gather some personal information. I am sending you a secure link. Once you fill that out, I will be able to proceed XXXX XXXX XXXX  XXXX has sent you a XXXX Form : PII Form Thank you, please hold on for me while i access your credit file. Is it for XXXX? XXXXXXXX XXXXI would like to cancel XXXX XXXXXXXX disputes bc its now paid i would like to upload the paid letter serves XXXX XXXX Your dispute has been cancelled and this will be effective immediately. If you initiated the dispute with the other two agencies please contact them to cancel as we do not notify them, Is there anything else that I can help you with? XXXXXXXX XXXX there is also another one that is from XXXX that wont allow me to upload any more disputes XXXX XXXX Sorry it's taking us longer than expected to reply. We will respond XXXXXXXX XXXX You can only make one dispute at a time, currently i removed all the disputes remarks and cancelled XXXXXXXX XXXXso can i upload the letter now XXXXXXXX XXXX  Because we recently cancelled, you can try again after XXXX minutes or so XXXXXXXX XXXX ok ty!! You have an open request that needs to to be completed first. View your previous requests for mor still shows i have open request but not with the XXXXXXXX XXXX Sorry it's taking us longer than expected to reply. We will respond XXXXXXXX XXXX Yes it was for XXXX  which i just cancelled XXXX XXXX  XXXXXXXX XXXX  Which one is it? XXXX XXXX not sure XXXX XXXX XXXX Your patience is appreciated. I will be with you XXXXXXXX XXXX Thanks for holding, all disputes are cancelled on your TU XXXX XXXX thank you XXXXXXXX XXXX Conversation closed by XXXXXXXX XXXX  Would you like to rate this chat? ( Yes/no ) Survey XXXX XXXX XXXX Today Thank you for contacting TransUnion. 
Tell us how we can assist you today, or select an option below. 
Do not include any account or personal information, XXXX, dispute or credit report complaints unless requested by a live agent.Technical Issues XXXXXXXX XXXX  You are now connected to XXXX XXXX XXXX XXXX Thank you for choosing our live chat service! How can I assist you today? XXXX XXXX cant file a dispute even though i spoke with agent yesterday saying that she cleared them and would be able to You have an open request that needs to to be completed first. View your previous requests for more information.today says the same XXXXXXXX XXXX I understand. Did she confirmed to you she deleted the previous ones yesterday? XXXX XXXX XXXX XXXX Understood. Let 's do this then, in order to check why it keep saying that we will need to check first with the disputes department, may I connect you to them so they can help us verifying it? XXXXXXXX XXXXyes but they take forever i need to get this off bc i am trying to close on a house and this negative info that i have a paid in full letter cant be uploaded XXXX XXXX I understand. Let me transfer you over to them really quick then so they can look that up for you, just a minute XXXXXXXX XXXX Thank you for your patience. Your estimated wait time is XXXX minutes. An agent will be available to assist you XXXXXXXX XXXXmy score dropped XXXX points since yesterday bc whoever is disputing there doesn't know what their doing im going to loose all my money behind this mess XXXX XXXX see what non sense this isY XXXX XXXX  You are now connected to XXXX XXXX Thank you for reaching out. Ill be happy to assist with your query today. Once Ive helped you, XXXX also guide you on how you can easily manage similar requests on your own through self-service option for future convenience. Lets get started! XXXX XXXXXXXX XXXX I understand that you need assistance with file a dispute is that correct? XXXX XXXXXXXX XXXX Could you please elaborate your query, so that I can assist you accordingly in the best possible way? XXXXXXXX XXXX i cant upload a dispute paid in full letter bc it says i have active disputes pending and i called yesterday to cancel those and the rep said she would and i could try back again in XXXX min well i did and i get the same message over and over that there are active disputes .. i waited until this morning to try again and have the message .. i cant close on a house bc this is hurting me also transunion dropped my score another XXXX points yesterday which is causing me to possibly loose the loan altogetheri need you guys to fix this asap my money and loan are at risk! all im trying to do is upload 2 paid in full letters why is this such an issue XXXXXXXX XXXX Let me quickly check and I will be happy to help you with that! check XXXX XXXX whoever is working that dept is running my life!!! XXXXXXXX XXXX I completely understand your concern, upon checking with your request I do have limited access in order to complete your request let me involve the dedicated team in this chat session would that be fine with you? XXXX XXXX  this will be the XXXX person i chat with and XXXX mins of my day XXXXXXXX XXXX  I am so sorry I do value your time without making further delay i will involve the dedicated team. Please wait a moment while I transfer you to our XXXX team. They'll assist you with XXXX XXXX Thank you for your patience. Your estimated wait time is XXXX minutes. An agent will be available to assist you XXXX are now connected to XXXX XXXX Hello, how may I assist you? XXXX XXXXi cant upload a dispute paid in full letter bc it says i have active disputes pending and i called yesterday to cancel those and the rep said she would and i could try back again in XXXX min well i did and i get the same message over and over that there are active disputes .. i waited until this morning to try again and have the message.. i cant close on a house bc this is hurting me also transunion dropped my score another XXXX points yesterday which is causing me to possibly loose the loan altogether i need you guys to fix this asap my money and loan are at risk! 
all im trying to do is upload 2 paid in full letters why is this such an issue XXXX XXXX You can not upload documents once the dispute is filed. If you have documentation to include you will have to mail it XXXX XXXX i know that im trying to cancel the dispute thats what i called about yesterday did you read what i text you its preventing me from closing on a home XXXXXXXX XXXX  Okay to cancel dispute complete this form XXXX has sent you a Secure Form : PII FormXXXX XXXXFYI i did this with two agents already nothing changed not even XXXX hours later XXXX XXXX And that was for those agents.XXXX XXXXok sir lets see if you are any different bc i'm at my end this is XXXX mins later 2 days of nonsense and i cant close XXXX XXXX  Fill the form before it XXXX XXXXi anand idf it expires i waited XXXX mins so you should be considerate to that your form is gone XXXXXXXX XXXX Of course it's gone. You are typing here instead of filling it out XXXX has sent you a Secure Form : PII XXXX XXXXXXXX XXXX Let me know once it's completed. The following Secure Form has been submitted : PII Form Please wait for my response XXXX XXXX done and one day you will be in a similar situation and get treated the same to see how i feel XXXX XXXXXXXX XXXX That day won't exis but thank you for the XXXX XXXX hear XXXXXXXX XXXX You currently don't have any open disputes XXXX XXXX XXXX AM You don't XXXX XXXX that is why i cant submit a new onelook ill show u You- XXXX XXXX OkayXXXX  XXXX XXXX try to snip it and cant upload the pic You have an open request that needs to to be completed first. View your previous requests for more inthats what is says in red letters open request that needs to to be completed first. View your previous requests for more information.You- XXXXXXXX XXXX That's the system without being updated yet but as of right now you don't have any open disputes.XXXX XXXX XXXX thats what they said yesterdayt hats why i spent so much time today and 3 reps laters to explain there is and 24 hours made no difference neither did speaking to live rep on phone once again this morning- XXXX XXXX Please understand that there's no open disputes.XXXX XXXX XXXXor XXXX ppl in chat either seriously like what part of you dont get on my end it is clear the message is there!!!! if it wasnt why would i bother You- XXXXXXXX XXXX  And as stated, that's the system without being updated yet XXXX  XXXX XXXX you were suppose to be the one that could fix so you said as i stated that the same thing you did was done yesterday You- XXXXXXXX XXXX If you mean me, I never said that XXXX XXXX XXXX and it still doesnt work!!!!! nothing changed not even XXXX hours later You - XXXXXXXX XXXX And that was for those agents. 
XXXX - XXXXXXXX XXXX ok sir lets see if you are any different bc i'm at my end this is XXXX mins later 2 days of nonsense and i cant close You- XXXXXXXX XXXX For that I meant the form I sent That form was for those agents Now XXXX-Now XXXX i juat need this fixed!

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