Consumer complaint received 2025-11-28 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
On XX/XX/year> I purchased something that costed like {$5.00}. And I use a bank called XXXX and they have a different process when it comes to credit cards .. so they have a thing called credit builder right? Most of the time you use your own money not borrowing.. 

Okay, so, you deposit money into your account right then you could move it over to your credit builder, and use that as your credit limit. Say you have {$100.00} on there ( of your own hard earned money ), then that's all you can spend .. so say you spend {$5.00} at a store right .. after that XXXX  will show something saying " pay off your balance '' option and it's going to say and in this example it'll show {$5.00} owed .. so all I do is, usually, I click pay off balance right away after the purchase so I don't forget.. Otherwise XXXX will report it to the credit bureaus as owed .. if you don't click pay off balance before they report to credit bureaus, then, it'll mark it as owed. Even though nothing is owed, because it's literally your money being used. It's just their system they use to build credit, I guess, even a XXXX employee explained that to me when this happened at the very first time.. 
So the first time it happened, it was with TransUnion I think too. I disputed it and they took it off cuz I explained what XXXX  does.. but on XX/XX/year> I bought something for {$5.00} and I didn't press pay off balance right away I waited like till XX/XX/year> to click the button which must have been after the reporting period because they still listed it as owed on my TransUnion credit report .. and they took some points off for that, so I tried to dispute it. XXXX emailed me saying it was an accurate report or something, and I tried to explain to them how their own system works. XXXX of their employees told me how their system works a long time ago .. After the first time this happened I pressed payoff balance every time I did a purchase, literally right after purchasing anything. It was this XXXX time I forgot to do it right away that it got reported as owed again, so I tried to get it off by disputing it. Again XXXX was saying it was accurate, and I argued with them saying it wasn't. And then I got frustrated in some time past cuz I didn't know what to do, I thought they might fix it, I don't know if a month passed or so but when I checked my credit score I noticed my TransUnion score said " -- - ''. I was scared I was wondering what happened. Upon looking into it further, I realized it said my XXXX account was removed.. I talked to both of TransUnion and XXXX, TransUnion tried to say it must have been XXXX cuz they don't have that power to do that, and XXXX was trying to say it must have been TransUnion.. I got tired of being in a cycle of going back and forth so I just didn't deal with it and now it's been a year.. I really hope you guys can help me restore my credit score on TransUnion to exactly the way it was and the history too .. cuz I know it's been a year since it's happened but my credit history should still be long and still should include this year too because my time account is still remaining open and my other scores like FICO and XXXX have not been affected so it's just for some reason only TransUnion .. please please help me I'm so tired of not being able to have my score when I've worked so hard to have XXXX.. ) :. I can't attach the phone call logs because I think that's on my old phone, but I do have XXXX email conversation that I screenshot, so that I could show you that I contacted them on XXXX this year. I think that's when I noticed the score was dropped for " owing ' like I think it was like {$5.00} or something I don't know .. either way .. don't know where they got {$5.00} from cuz technically my purchase was way less than {$5.00} but that was the only purchase I've made on that credit for a while that I didn't click " pay off balance ' manually even though like I said it was never owed money never borrowed it was my own hard-earned money that I earned from work. Cuz I have a safe credit building feature that will it does it does click that button too but I think it waits for a certain date and only does it once I think it would be more efficient if it did it after every purchase.. but I digress I attached a screenshot of my XXXX with the purchase in question and above the purchase it says that I paid off my balance so I'm showing you how it works kind of but it's hard to show you directly without like purchasing something and then showing it how it shows up on my XXXX. Also I was very upset when I was replying to that email that XXXX wrote me about the information being accurate. The first time I dealt with it it was a very tedious/arduous process, and it took months for me to remove that XXXX little dispute of owing {$12.00} supposedly.. They took it off the first time because they realized I was right. Yet this is literally the same exact scenario as that first instance, so why wouldn't they take it off again? Instead they just removed the whole account off, what, to be Petty? that is super wrong and unprofessional I need help. I attached some screenshots of XXXX  to show certain things about XXXX, and like I showed the area where it says {$0.00} balance due that's the area where you have to like see how much you supposedly owe and then make a payment and it when you press make a payment it doesn't take any money off because it basically that button is just to report it as paid, because it was our money to begin with and it was already paid and taken off the account just not reported until that button is pressed.. I did screenshot some things related to my TransUnion score to show some timelines.

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