Consumer complaint received 2025-09-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: OH

Complaint narrative:
In early XXXX  I experienced a serious credit reporting issue with XXXX XXXX XXXXXXXX XXXX XXXXhat I believe violates the Fair Credit Reporting Act ( FCRA ). The problem centers on the way XXXX communicated my account status and then reported that status to the credit bureaus. 

My statement 's close date was on the XXXX of every month, and my due date was on the XXXX of every month. On XX/XX/year>, I received an incoming call from XXXX XXXX XXXX. The representative told me my account was 23 days late as of XX/XX/XXXX. This helped me schedule a payment, and gave no indication that I was close to being reported 30 days late. The scheduled payment did not process, and on XX/XX/XXXX, I received a second call. This time a different representative told me I was 26 days late and assured me that if I paid promptly I would avoid being over 30 days late. Taking that information at face value, I submitted payments on XX/XX/XXXX and XX/XX/XXXX that covered the amount due, assuming I was day XXXX based on the reps ' communication. I have always relied on these phone calls when making my credit card payments. 

Despite those actions, around XX/XX/XXXX I was notified that XXXX had reported my account as 30 days late to the credit bureaus. When I contacted XXXX to dispute the report, I received conflicting explanations from different departments. Some representatives said late days were tied to billing cycles or statement dates, others to due dates, and one even claimed that a missed cycle is always counted as 30 days regardless of the actual calendar month, and she insisted if you miss two billing cycles, with no regard to the fact that XXXX only had 28 days in 2025, it would be considered 30 days late. She says a month represents 30 days no matter the actual calendar days and thats how its reported to the bureau, which is a direct violation of the FCRA, which states that the day late count must be measured in calendar days. Another representative admitted that the days late figure their callers quote is an internal measure that should not be told to customers because it can be confusing and does not match the number reported to credit bureaus. 

I then filed disputes with the credit bureaus themselves. Each bureau responded that because XXXX had reported the account as 30 days late, only XXXX could correct the record. I went back to XXXX and was told the matter would be investigated, but I never received a final determination or any corrective action. At no point did I receive a written notice, email, or formal phone call clearly warning that a 30-day-late report was imminent. The only communications were the XX/XX/XXXX and XX/XX/XXXX calls quoting specific days late numbers that turned out to be unreliable. 

I believe this conduct violates several provisions of the Fair Credit Reporting Act, including 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( A ), which prohibits furnishing information known or reasonably believed to be inaccurate, and 1681s-2 ( a ) ( 1 ) ( B ), which bars providing information that is misleading or incomplete. XXXX also failed to meet its duties under 1681s-2 ( a ) ( 2 ) and 1681s-2 ( b ) to correct and update inaccurate information and to conduct a reasonable investigation after receiving a dispute. In addition, the lack of any clear, timely notice of an impending derogatory report is inconsistent with the FCRAs notice and adverse-action requirements, including 15 U.S.C. 1681m. 

Because XXXX own representatives twice assured me I was safely below the 30-day thresholdand because their internal counting method and public reporting did not alignI could not reasonably know when a 30-day-late mark would occur. Their conflicting explanations and failure to follow through on an investigation left me with a credit report that contains inaccurate and misleading information. 

All phone calls with XXXX are recorded and will confirm all that was stated in this complaint. I have recorded phone calls as well that can be supplied if requested. These calls document XXXX supervisors disagreeing on when they start counting late days and how it's reported to the bureau. It also includes supervisors confirmation that it is misleading since the days they tell the consumer are for internal purposes.

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