Consumer complaint received 2024-06-10 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: OH

Complaint narrative:
I had previously used XXXX for payday loans. In XXXX of XXXX, XXXX offered a new financial product, called XXXX, that promised to help boost my credit score by reporting installment loan payments to the credit bureaus. 

I used XXXX XXXX from XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX, I made my final XXXX XXXX payment and closed the account. 

In early XXXX, I began applying for a mortgage loan. At this point, I realized that XXXX XXXX had not updated my account balance or status with XXXX and Transunion -- it still reflected an open account with a balance of {$460.00}. 

XXXX XXXX had not been updated with XXXX or Transunion since XX/XX/XXXX. 

At this point, I called XXXX and was unable to reach a representative. I then began emailing them at XXXX. 

In the attached email chain, you can see that I reached out multiple times, beginning XX/XX/XXXX. Eventually receiving a XXXX letter on XX/XX/XXXX. 

At this point, I filed a dispute with both TransUnion and XXXX -- submitting an explanation, as well as the XXXX-XXXX  letter provided by XXXX. 

TransUnion kicked back my first dispute, stating that the information was accurate. I submitted a second Transunion dispute. Again, the dispute was resolved as complete and stated that information was accurate. 

My mortgage lender pulled my credit and saw that both TransUnion and XXXX continue to report my XXXX XXXX balance as {$460.00}, with a most recent update of XX/XX/XXXX -- over 2 months out of date. 

My lender states that if this is not cleared up immediately, I will be ineligible for a home loan. 

I reached out to TransUnion Friday, XX/XX/XXXX to ask for help and was told that -- on their end -- my XXXX XXXX account showed a XXXX balance. The representative stated that the reason my lender was seeing a {$460.00} Thrive balance was that he had only performed a soft-pull, and that a hard-pull would show an accurate amount. 

I asked my lender to perform a hard-pull. He did so, and showed me that the TransUnion report still showed a {$460.00} Thrive balance. 

I called TransUnion back a second time and spoke with a new agent. This representative also assured me that, on their end, my XXXX balance reflected as XXXX. When I asked for additional assistance or for the opportunity to connect her with my lender, the agent disconnected the call. 

I then called TransUnion back a third time, XXXX hour later, and spoke to a third, new agent. 

This agent told me that my XXXX XXXX balance reflected at {$460.00}, and that she had no record of it reflecting at XXXX, which is what I had been told by the XXXX previous agents during my calls that day. This agent also stated that she had no record of my XXXX TransUnion disputes. 

To recap : XX/XX/XXXX- XX/XX/XXXX : Maintained an open account with XXXX XXXX. 
XX/XX/XXXX : Made final XXXX XXXX payment and closed account. 
XX/XX/XXXX : Emailed Empower asking for a XXXX-balance letter. 
XX/XX/XXXX : Submit my first dispute with TransUnion. 
XX/XX/XXXX : Received XXXX-balance letter from XXXX regarding my Thrive account. 
XX/XX/XXXX : Receive first TransUnion dispute results, stating that the XXXX XXXX account is up to date. 
XX/XX/XXXX : Submit my second dispute with TransUnion, this time including the XXXX-balance letter provided by XXXX XXXX. 
XX/XX/XXXX : Receive second TransUnion dispute results, again stating that the Empower Thrive account is up to date XX/XX/XXXX : Contact TransUnion customer service three times. The first two agents state that my XXXX XXXX account reflects at XXXX. The third states that my balance reflects at {$460.00}. The second and third calls were disconnected without my consent. 
XX/XX/XXXX : Both my TransUnion and XXXX credit reports continue to reflect an out-of-date XXXX XXXX account status, continuing to show the account as open, with a balance of {$460.00}.

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