Consumer complaint received 2024-12-31 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: NC

Complaint narrative:
The problem arose in XX/XX/2024, when XXXX reported erroneous information or failed to report to TransUnion, resulting in a drastic drop of XXXX points in my credit score. This situation has been exacerbated by the lack of communication and accountability on the part of XXXX. For months, I have been caught in a loop of being redirected between XXXX and TransUnion, which led to XXXX ignoring my request for further information and resolution. With no clear resolution in sight, I have no choice but to report them to the CFPB. 

I have been in contact with XXXX since XXXX XXXX, XXXX, and have made 1516 attempts to follow up since then. I am happy to provide specific dates if needed. I initially spoke with a teller who acknowledged they were aware of the issue. The teller later connected me with one of XXXX 's branch managers, who stated that TransUnion was delaying the process and advised me to create a dispute with them. 

I then contacted TransUnion to file the dispute, but they informed me that since my report wasnt showing on my account, I couldnt file a dispute and that the issue remained with XXXX. After returning to XXXX, a teller advised me to write a letter to their CEO. The CEO responded within a day or so, apologizing and stating that TransUnion was aware of the issue, it was being resolved, and the fault did not lie with XXXX. The CEO told me, " It is not XXXX 's fault. TransUnion stopped taking their ( Telcos ) reports, and XXXX isnt the primary filer. '' ( *I am unsure how my bank is not the primary filer. ) This update was provided on XX/XX/2024. 

Since that time, I was unable to reach the CEO until XX/XX/2024, when my calls began being forwarded to XXXX 's CLO. The CLO stated they were " in the final testing phase and had sent updated filings, '' but they still couldnt provide a timeline. Following this, I attempted to contact them again without success. I left voicemails for both the CEO and CLO on XX/XX/XXXX and two more on XX/XX/XXXX. 

The CLO finally returned my call on XX/XX/2024, and stated, " TransUnion had approved their filing, XXXX was awaiting a test file, and TransUnion had submitted a ticket on XX/XX/XXXX. '' However, they still could not provide any timelines. The CLO also mentioned, " TransUnion wanted to start charging XXXX more money to file with them and that they ( TransUnion ) were trying to increase their profits. '' The next time I was able to reach the CLO was on XX/XX/2024. He informed me that XXXX had received an email with their sign-on information and that they were resetting and sending their test files. He advised that the issue would be resolved by XX/XX/XXXX. The CLO had also mentioned they were concerned about my score being further harmed after the credit began reporting again. 

From that time until XX/XX/XXXX, I was unable to reach anyone for updates. The only way I finally received a response was by leaving a negative review on XXXX. A local branch manager reached out, unaware of why I left the review or the issue I was experiencing. He wrote a letter to his internal team, and on XX/XX/XXXX, I received a response from the CLO. The CLO stated, " We have been working with TransUnion for almost a year. We have done everything they have requested and have been approved. They have to set up a portal for our report, and they have yet to do that. We have communicated many times with no response. '' The manager apologized for the situation but stopped responding after I emailed him my correspondence with TransUnion, which indicated that they ( TransUnion ) had no idea what XXXX was referencing. 

This ongoing issue has led me to submit my complaint to the CFPB on XX/XX/2024. 

The impact of this incident on my financial well-being can not be overstated. It has not only affected my ability to access credit but has also created uncertainty and anxiety for my family 's future financial plans.

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