Consumer complaint received 2020-12-30 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Was not notified of investigation status or results
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
Back in XX/XX/2020 while making a payment online, somehow ( I did not request this ) my account was switched to estatements. I dont do estatements. This problem occurred with XXXX on more than one occasion. 

During XXXX of the same year I asked to no longer receive phone calls or text messages for my account. I work in XXXX as does my wife and we are stressed out enough. I did not, however opt out of communication in writing just like I did not opt out of receiving paper statements. I reversed this immediately when I discovered their notes were inaccurate and did not reflect my discussion. Its illogical, I mean, WHY would I not want some form of communication? 

When I was switched to estatements ( which went to an email address that I had not updated or use any longer due to the amount of spam ), I did not receive bills for XXXX, XXXX, XXXX or XXXX. I only discovered this when my other credit card company reduced my credit limit and I found out I had a negative credit report. I contacted XXXX and found out the problem in XXXX. 

I immediately contacted XXXX as they had cancelled one of my cards AND the other continued to be past due. Now I continued to work through the pandemic. I sent them a copy of my XXXX report that showed ALL of my obligations were current, up-to-date and none were ever part due. I was told on two separate occasions by a rep of XXXX that they would put in a request to have the original decision amended or reversed. 

I also pointed out that I would have asked for the forbearance they were offering They never did the follow up when they denied this despite the circumstances. Additionally, when I spoke to them at the beginning of XX/XX/XXXX that they indicated that I could appeal that decision by writing to the Office of The President. I found out when I called them. They did not send me ANYTHING in writing as requested. 

After having told me on three separate occasions that they could amend the info to XXXX I was told today by a different rep that they couldnt do it and it was up to XXXX. I was then told by an upper manager that they could indeed reverse it even though they had rejected the request twiceeven with ALL the documentation. I am hoping the third request will make a difference but I doubt it. 

Communication is awful within this company especially during a pandemic AND my wife and I being in XXXX  dealing with XXXX. I have had stellar credit for a decade. I have carefully built that up. I have paid bills even when I lost jobs or was furloughed ( not this year though as we continued to be employed ). I have come everything I can. From notes that dont accurately reflect our discussion, to no communication, this has been a nightmare on top of the pandemic. It has permanently damaged my credit ; it has permanently damaged me in addition to everything else.

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 explanation