Consumer complaint received 2024-03-04 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: TX

Complaint narrative:
I was insured by XXXX XXXX to cover my XXXX XXXX and the cost was around XXXX dollars a month. I had been with XXXX for quite some time in XXXX. I purchased another vehicle and inquired with my agent XXXX about adding the vehicle. I disapproved of the new amount, but she advised it is best to add the new vehicle to the policy and we can always cancel or change back if I dont want to add the new vehicle. She said she was busy at the time and would see if she could find some other discounts, that I may be happy with and decide to stay. 
Ultimately, I did not like the new amount and informed XXXX my agent I did not like their amounts and would be going somewhere else. I never signed any new agreement and wanted to go back to the $ XXXX dollar a month payment I had for just the XXXX. It seemed like she was not getting it. I even had to email her to cancel my policy. It seemed like she was not fully grasping what I was asking for and knowing what she was saying and doing. Maybe she did not know what she was doing or was she being deceptive or providing misinformation? 
XXXX said she would fix it and before you know it. The next month I had a XXXX dollar bill. I called XXXX back and advised I was not going to stay with XXXX for auto insurance and why is the bill so high. Explained to her that still I never agreed to the new amount or signed any new agreements. 
On the phone, she specifically said I do not owe any balance after making the last payment. Which I did. She gave me the cancelation date of XXXX. But the statement XXXX sent has a different date. But she advised I would have to call back to cancel my policy. Why do I have to call back to cancel when I am emailing and telling the agent I do not want to renew. 
Two months later the bill never got adjusted and I called back and now XXXX acts like I accepted and agreed to the bill and new amount. 
I liked XXXX so much that I even signed up to have my home covered with them. I had hail damage to my roof around the beginning of XXXX and while I was emailing the agent 's broker she tells me I should just use the depreciation adjustment check on my roof XXXX XXXX sent me back for my home claim in XXXX and use it to cover the XXXX plus they say I owed. 
How did my agents broker know of this depreciation check and act so unprofessional and understanding their customers. To tell them use a check we sent you to pay us back. Is this how they deal with all their customers. Providing a lack of responsibility and understanding or is this their way of trying to get as much money back from the claim they have with me and to minimize the amount of lost to their company with the claim I had just filed for my roof. This is very deceitful. So, during this time I made another payment from the depreciation check that XXXX sent me on the advice of the broker and now only owe {$500.00}. I figured my complaint to their cooperate office will be reviewed thoroughly showing the agent error and this was simply a misunderstanding and not due to me not making any payments on time or late fees. That seeing me still make a payment in good faith will show I am only trying to correct what I have been attempting to correct for over 4 months now. That I am not trying to avoid paying them. XXXX never even made an offering to settle or correct. Their response was simply breaking down the payment history and saying I owe them still. I simply advised them this was incorrect. They have never reviewed any calls or provided any documents showing I accepted the new charges. 
The only thing XXXX XXXX sent me was a renewal notice with a policy adjustment the added of {$400.00}. Again, that was not disclosed to me at any time until the appeals process provided an itemized list of amounts. Nor does it show I accepted or signed any agreement for any adjustment amount. All this for simply inquiring to cover a new vechile. Appears XXXX XXXX can add adjustments fees without disclosures or written authorization is a clear violation of law. 
XXXX XXXX  is deceptive by means of providing false statements by their agents and regional office broker and corporate office. They inform they do not have any signed agreements and show I owe the amounts without fully investigating my claim and reviewing the calls I had with their agent or reviewing the deceptive emails that were sent by the agent. 
So I see that XXXX XXXX has now sent me to collections. Which I have again disputed and they have informed the credit bureau dispute that their information is accurate and have a signed agreement. This appears to violate the FCRA by not providing proof I agreed to any adjustments other than what I authorized. 
Could the CFPB review my inquiry regarding the violations XXXX XXXX has potently violated regarding the following Regulatory requirements they have to meet for the FCRA, see if they violated any portions of the Deceptive Practices Act.

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