Consumer complaint received 2025-04-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: OH

Complaint narrative:
I am requesting the removal of a derogatory mark from my credit report related to a XXXX XXXX Bank XXXX XXXXXXXX ) XXXX XXXX  I did not authorize the charge that caused this issue, nor did I receive any statement or notification that a balance existed. I also never received a replacement credit card or access to my online account, despite numerous attempts since XX/XX/XXXX to resolve this directly with XXXX. 

The charge in question was {$74.00}, dated around XX/XX/XXXX. I did recognize the vendors name, but again I did not authorize the transaction, and more importantly, I was never made aware that there was a balance due. I received no bills, no emails, nothing. Around that same time, I began receiving vague suspicious phone calls telling me to call XXXX XXXXXXXX XXXX, but the phone numbers did not trace back to XXXX. When I XXXX them, they appeared to be scam numbers with no verified link to the bank. Concerned, I contacted my local XXXX branch directly multiple times, asking if there were any problems with my accounts. Each time, I was told everything looked fine. I even asked them to double-check internally, and they confirmed nothing was wrong. 

The first I learned of a delinquency was when I received an alert from another credit monitoring service that my score had dropped significantly, nearly XXXX points due to a 60-day late payment. I was confused what could this be. Also I was in the middle of a major personal financial transaction at the time, and this hit jeopardized everything. Once I figured out the source, putting the puzzle together I immediately paid the full balance over {$100.00}, to bring the account current.

Since then, I have been stuck in an endless loop trying to get resolution. Their phone system requires an account number to speak to someone, yet I had no card ( they told me to cut up my other card and theyd replace w a new one ) couldnt get access to the number. There phone system would hang up on me without a CC account number When I finally spoke to someone, I was told the late fees would be removed and a new card would be issued, mutiple times. It took over four months to finally get it. Neither of those things happened. I continued calling, asking for updates, spending hours trying to get answers. 

On top of all this, XXXXs system has an incorrect phone number tied to my account, not mine and never has been. Because of this, I am unable to reset my online access or receive two-factor authentication texts, so I remain locked out of my account even now, months later. 

Ive done everything in my power to handle this responsibly. Ive kept detailed notes and likely can pull phone records to verify my contact history. I also have a written letter from my local XXXX branch stating that I was not negligent and was actively trying to resolve this. The lack of cooperation from XXXX XXXX XXXX  services is the only reason this issue remains unresolved. 

Despite the account now showing a XXXX balance, it still lists a {$25.00} late fee and inaccurately reflects my available credit. They have no explanation on this when I ask they also say that my account omission does not show history and they cant look back that far. The damage to my credit score and my financial credibility remains. I am asking for this derogatory mark to be removed, as it was caused by a combination of unauthorized activity, poor communication, and broken internal systems not by any intentional action or negligence on my part.

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