Consumer complaint received 2023-10-27 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: MA

Complaint narrative:
I had a XXXX XXXX store credit card with a credit limit of {$300.00}. On or around XXXX, I received my statement via email showing that my current balance was {$210.00} with a total minimum due of {$49.00}. On XXXX, I made a {$300.00} dollar payment using my XXXX XXXX  account. The payment confirmation number for that payment was XXXX. On XXXX, I made another payment in the amount of {$75.00} from my XXXX checking account. The payment confirmation number for that payment was XXXX. On XXXX, I made another payment of {$70.00} using my XXXX XXXX account. The confirmation number for that payment was XXXX. After making the payment in XXXX my complete account balance was paid off and on the XXXX XXXX app, it showed that my available credit was {$300.00} however on or around XX/XX/2022, when I was trying to use my XXXX XXXX credit card in the store to make a purchase my card kept being declined. So, I made a call to the customer service department and I was told on that day that my account had been closed not charged off. So imagine my surprise when in XXXX I received a statement stating that my account balance was {$560.00}. On or around XX/XX/2022, I made a call to XXXX XXXX credit card customer service department and I told her that there was no way I still owed that much money when I had paid off my account back in XXXX, and my account was closed. The representative tried to tell me that my payments were returned by my banking institution and I told the representative that there was no way the payments were returned because the payments were on my bank statements every month that I made the payments. The representative then placed me on a brief hold to review my account. When she returned on the line she told me that she was able to see where I had made several payments on my account which totaled {$450.00}. I then asked her how was it possible that I owed anything if my credit limit was only {$300.00} dollars. The young lady became confused and told me that I would need to dispute this through the credit bureaus. So I submitted my dispute through Transunion and a couple of days later TransUnion came back with results stating " consumer disputes balance '' The account was charged off even though when I filed my dispute through TransUnion I provided them with all 3 months of my bank statements plus my payment confirmation receipts for all three payments made. 

XXXX XXXX refusal and now TransUnion refusal to fix these errors have negatively impacted my credit score since XXXX of XXXX up until the present day by showing that I still owe them {$560.00} with my account in charge-off status even though the account was closed in XXXX of XXXX. XXXX XXXX has been inaccurately reporting my payment history to the credit bureaus. From XX/XX/XXXX XXXX  up until XXXX they reported that I paid on time which again is inaccurate because my account was closed in XXXX. So, I really don't understand how payment is reflected as being paid in XXXX and XXXX, in XXXX it shows that I was 30 days past due, and in XXXX it shows I was 60 days past due however on my account on the XXXX XXXX website it shows that I made a {$450.00} dollar payment on XXXX XXXX XXXX, which is also incorrect. I made a call to the customer service department on that date because I was still getting statements saying I owed them money when in fact I paid off my account balance in full 4 months prior and the account was closed.

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