Consumer complaint received 2025-07-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA

Complaint narrative:
Complaint Regarding XXXX : Misleading Information, Credit Reporting Errors, Systemic Failures, and Unacceptable Customer Service I am filing this urgent and formal complaint against XXXX due to severe and persistent inaccuracies on my credit report related to my student loan account, compounded by a pattern of misleading information, a critical lack of internal record-keeping, and consistently unhelpful and at times, hostile, customer service. My credit report currently reflects eight ( 8 ) inaccurately reported missed payments and eight ( 8 ) associated derogatory marks, which have caused my credit score to plummet by over XXXX points. These issues are a direct consequence of XXXX 's gross mismanagement, misguidance, and a clear failure to uphold fair credit reporting practices. 

Chronology of Events and Attempts to Resolve : XX/XX/year> Discovery of Inaccuracies : I discovered XXXX negative remarks ( XXXX missed payments, XXXX derogatory marks ) on my credit report related to my student loans. This was profoundly alarming, particularly as I am a first-time student loan payer and, at that moment, had not even set up an account to submit payments. The immediate and drastic drop of over XXXX points in my XXXX XXXX was my primary concern. 

Initial Call to XXXX ( XX/XX/year> ) : I immediately contacted XXXX to rectify the situation. I explained my distress regarding my credit score and the fact that I had no account established for payments. The agent guided me through the account setup process. Crucially, I explicitly asked if these negative marks could be removed from my credit. The agent unequivocally told me that my account would become current, and that my recourse was to go through the credit bureaus and submit a dispute for each missed payment to have them removed, stating that XXXX does not contact credit companies on behalf of customers. She assured me the issue would be resolved and advised me to wait approximately XXXX weeks before initiating online disputes. She also stated she would make detailed notes on my account to reflect this conversation and the situation for future reference by credit bureaus. It is important to note that the " XXXX missed payments '' did not represent months of missed payments, but rather stemmed from multiple small, unconsolidated loans ( XXXX as low as ~ {$60.00} ) all falling due on a single day, which XXXX had not properly managed or explained from the outset. 

XX/XX/year> Submission of Credit Disputes : Trusting and acting directly upon the XXXX agent 's explicit instructions and assurances, I proceeded to submit numerous disputes to the credit bureaus, explaining the situation precisely as she had advised. 

XX/XX/year> Credit Dispute Denials : I received updates from the credit bureaus stating that XXXX had deemed my information as accurate, and consequently, my disputes were denied. This outcome directly and completely contradicted the explicit instructions and assurances provided by the XXXX agent in XXXX XXXX XXXX XXXX XXXX XXXX XXXXT ) First Follow-up Call to XXXX : Deeply concerned and frustrated by the denial, I called XXXX again. 

The initial agent who answered stated there were no notes whatsoever on my account regarding my initial XXXX call or the ongoing situation. He claimed there was " nothing I can do. '' When I attempted to re-explain the entire situation from the beginning, highlighting the misleading information and my persistent search for a resolution, the agent became rude, telling me to " stop repeating myself '' and that he " would not rectify the situation. '' He then inaccurately noted my call as being solely about a " credit dispute, '' fundamentally misrepresenting the core problem, which was the misleading information and the failure to resolve the initial issue. 

After an hour on the phone, I requested to speak with a supervisor. The supervisor stated that my situation sounded " very specific '' and critically admitted that the initial representative in XXXX " should have NEVER told me things would be removed from credit '' and had " assisted me wrongly. '' He acknowledged that if the initial assistance had been correct, the situation might have been rectified months ago, but unfortunately, I had already disputed with the credit bureaus. He promised to assign himself a " supervisor task, '' pull the XXXX phone call recording, listen to it, and get back to me the following Monday, suggesting he might be able to help as it seemed my account was " set up wrong anyways. '' XX/XX/year> ( Monday ) Broken Promise : I received no contact or phone call from the supervisor, despite his explicit promise. 

XX/XX/year> ( XXXX XXXX XXXX ) Second Follow-up Call to XXXX : I called again, seeking an update on the broken promise. 

The agent I spoke with stated there were no notes on any of the situation I was mentioning, except for " credit report was deemed accurate and calling about a dispute. '' When I clarified that I was calling not just about the dispute, but about the totality of the misleading information and the consistent lack of record-keeping, the agent angrily called me by my name and told me to " stop repeating myself '' and that " it doesn't matter how many times I say it, nothing will change the circumstance. '' This was despite the fact that I had now been given different and misleading information, including open investigations against phone calls and no record of them. 

I was again transferred to a supervisor. This supervisor suggested that the previous agent " missed some notes, '' which I highly doubt given the consistent pattern of missing records. I once again explained the entire situation from the very beginning up until that point. He then stated that the last supervisor ( from XX/XX/XXXX ) " probably just forgot about me '' and that he would pull the phone call and see if there was anything he could do. I reiterated my profound concern that my account might be fundamentally " set up wrong '' anyway, given the untrustworthy and inconsistent statements I've received. He confirmed that if the agent back in XXXX had handled the situation correctly, the outcome could have been different, and I would not have any missed payments reflecting on my account. He again promised to get back with me with an update. 

XX/XX/year> XXXX XXXX XXXX to XXXX : I called for an update on the second supervisor 's promise. 

The agent stated that the " phone call was told accurate information, '' which is demonstrably false given the previous supervisor 's admission and my subsequent experience. This further eroded my trust in the company, as I would have never gone through and filled all of those disputes if I had not been told to. 

I asked if I could receive any logs about the times I have contacted them, including recorded calls, notes on my account, or any records for my personal use. The agent transferred me to another agent, who then explicitly told me " no, '' that they could not send me any logs or records. I reiterated, " so you can't send me any log or record of anything? '' and was once again told " no. '' Impact of the Incorrect Reporting and Mismanagement : I am deeply concerned because it is evident that if I had been helped correctly with my initial problem back at the beginning of the year, I could have had the missed payments accurately disputed from my account. Instead, I have received no resolution. The inaccurate reporting of these XXXX missed payments, combined with the continuous misleading information, a critical lack of internal accountability, broken promises, and consistently unhelpful customer service from XXXX, has had a severe and ongoing negative impact on my financial standing. My XXXX XXXX has been unfairly lowered by over XXXX points, causing significant financial stress and potentially impacting my ability to secure future credit or loans at favorable rates. The company 's refusal to provide records of my interactions further compounds my concern and makes it impossible to independently track their pattern of misinformation and broken promises. 

Desired Resolution : I request that the Consumer Financial Protection Bureau intervene and require XXXX  to immediately : Remove all XXXX inaccurately reported missed payments from my credit history with all three major credit bureaus ( Equifax, Experian, and TransUnion ). 

Update my XXXX account and my credit report to accurately reflect my payment status for the affected periods. 

Provide me with written confirmation that these corrections have been made to all credit reporting agencies. 

Investigate the systemic issues within XXXX regarding misleading customer advice, lack of internal record-keeping, inconsistent information provided by its representatives, and the refusal to provide customer interaction logs, as these practices have caused significant and ongoing harm to consumers like myself. 

I believe that XXXX has violated fair credit reporting practices and has demonstrated a severe failure in customer service and account management, despite my diligent and persistent efforts to resolve this directly. I urge the CFPB to investigate this matter thoroughly and ensure that my credit report is corrected and that XXXX is held accountable for its practices.

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