Consumer complaint received 2023-07-14 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: IN

Complaint narrative:
In XXXX of XXXX I qualified and agreed to a hardship program for my XXXX XXXX XXXX from XXXX XXXX. It was 12 months long with decreased interest and fixed payments of {$70.00} that were set up for autopay by the credit card company. There were no late fees and the card was unable to be used during the 12 months. After I received the first statement, I could see the interest dropped to 11 % and my {$70.00} was made on XX/XX/XXXX. Everything looked good XXXX and XXXX. Sometime at the beginning of XXXX I received a letter in the mail that my account was past due. I called the number on the letter to ask why I would have received that when I had been making the promised payments. She informed me that it takes some time for the system to recognize the hardship program. She could see that the payments were set up and being made the XXXX of every month and that I could disregard the letter. About a week later in XX/XX/XXXX, I received a collections phone call, I explained the situation and they also agreed that payments were being made and it was the system that hadn't yet been updated. Come XX/XX/XXXX, I start receiving phone calls from XXXX every single hour of the day. Once I had the chance to speak with someone I expressed my concern that the hardship program was set up back in XXXX and I found it odd that their system was not yet updated. They could see the agreement and see that I was making payments, yet it was still showing past due. I had someone look into and they explained that whoever set me up for the hardship program miscalculated my payment. It should have been slightly higher and that is why I was showing delinquent. I was assured that it was not my fault and it would be resolved on their end. I was charged a late fee on XX/XX/XXXX and XX/XX/XXXX the same day my {$70.00} payments were made. I asked that they be refunded because this was not my fault and they agreed to do so. A refund of {$82.00} was made on XX/XX/XXXX. Once I start analyzing my account farther, I notice the interest defaulted back to the original amount in XXXX XXXX and I bring that to their attention as well. The late fees were refunded but the interest was never adjusted. In XXXX and XXXX, I see my account hit with another late fee and incorrect insurance. In addition, my automatic payments are no longer set up and a payment on XX/XX/XXXX was never processed. I make another phone call to find out what's going on, and these phone calls are not short, I have spent numerous hours on the phone trying to get this resolved. I am transferred several times and finally get someone on the phone that works with the hardship programs. She starts looking into my account and can see the notes of what's been going on. She also tells me that this has been happening a lot since the company changed ownership, which is different issue than what I was told back in XXXX. She assured me she was going to put everything through to a supervisor, that was not available at the time, and I should be getting an email sometime soon. I NEVER GET AN EMAIL. I call back week after week and am told they can see the whole situation but a supervisor needs to handle it and all we could do was wait for their response. In the mean time, my credit has been hit for payment late over 30 days in XXXX, XXXX, and XXXX. Apparently, because of the issue, my hardship agreement was cancelled on their end and we needed to wait for resolution before getting signed up again. I am panicking and extremely frustrated over the time this is taking while I sit and watch my credit plunge. I have not yet received an email or a call from a supervisor and it is now XX/XX/XXXX. I called again last week and got a gentlemen on the phone that said he could see a hardship program was available to me and he could set me up. I was finally able to do that so I can get back to paying this off. However, I still have {$110.00} in late fees that have not been refunded and incorrect interest that has been charged incorrectly since XX/XX/XXXX. Not to mention the multiple hits on my credit report and decreased credit score.

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