Consumer complaint received 2024-06-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
I wrote this statement regarding a dispute of my credit history reported by XXXX Bank XXXX XXXX TransUnion LLC XXXX which is under my name. I submitted the dispute to TransUnion but the investigation was not comprehensive. 
My situation : I purchased some pairs of jeans at a XXXX store ( {$150.00} after the returned item credit was applied to the statement, attached below ) and tried to pay with the XXXX credit card ending in # XXXX, but the transaction was not approved. It XXXX be due to the card being close to the expiration month of XXXX XXXX. Thus, the cashier recommended me to apply for a new one ( XXXX XXXX XXXX  credit card ) on XX/XX/XXXX. I had been told the application was approved. I just needed to wait for it to be mailed to me, then create an account online with the credit card information, and pay for the bill. After XXXX weeks, I had not received any card and I called XXXX customer service to request them to track where the card was. The representative agent said it had already been mailed and asked me to just wait for it. Another XXXX weeks later, I still did not get any card either, so I called again right away. I got the same response as the first time. They also said they would give me a call back if they got more information, but I did not ever hear from them. I realized the card might have been lost during the delivery and I asked the customer representative if I could be reissued another one. I kept tracking every week. Meanwhile, a billing agent asked me if I would like to pay the bill over the phone by providing my bank checking account information to him, and then he helped process the payment. However, I considered that it might cause a disclosure of my checking account information to someone I did not recognize. Due to the risk of my checking account information theft, I thought I needed to get the physical card, register an account online, and pay for it by myself. Honestly, I hurried to pay the bill securely as soon as possible because overdue payments impacted my credit score and record, but I could not access the account or make payments online without the credit card and the information attached to it. Finally, I received a replacement card ending in # XXXX ( attached below ) after I had been tracking it and rushing to the customer representatives several times, and I paid the bill off immediately on XX/XX/XXXX. ( The statement XXXX attached below shows it. ) It had lasted almost XXXX months. In addition, to prove I proactively solved the problem, I realized that I should pull up the contact history when I talked with the XXXX  customer service representatives ( XXXX ) XXXX and XXXX billing departments ( XXXX ) XXXX on my mobile phone XXXX account, but the earliest period was XXXX to XX/XX/XXXX ( showing below ). The history of the period from XXXX to XX/XX/XXXX was not available when I collected it. Actually, I began to contact them around XX/XX/XXXX, to track my credit card and kept doing it until I got the replacement XXXX. I called my XXXXXXXX XXXX XXXX XXXX ) XXXX to request the contact history from XXXX to XX/XX/XXXX. The agent said they were not able to pull up it because the history was just kept for XXXX  months. Additionally, I believe there should be some records and calling history showing on the XXXX  system as well that prove I proactively called the customer service and credit card department multiple times to reflect the problem from XXXX to XX/XX/XXXX. 
Moreover, I initiated and mailed a dispute to XXXX XXXX ( Address : Fcra Credit Bureau XXXX, XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ) on XX/XX/XXXX after I got the credit report from TransUnion. The dispute package included my hand-written case statement, the investigation result regarding my credit of XXXX from TransUnion, XXXX XXXX bill statements ( period XXXX and XXXX ), and my personal contact information. All statements and information sent to XXXX also are attached below as proof. All bill statements could be viewed and downloaded from the online account since I received the replacement credit card ending in # XXXX, activated it, and registered a new online account. The previous one ( ending in # XXXX ) was not accessible. I had never received a credit card ending in # XXXX, which was associated with the billing statement of XXXX and should be the XXXX lost during delivery. I had not received any paper form of monthly bill statements by mailing from XX/XX/XXXX to XX/XX/XXXX. On XX/XX/XXXX, I received a replying letter from XXXX, which was regarding they were unable to conduct an investigation because they did not receive any specific information regarding my dispute. Actually, self-statement, bill statements, and basic personal information were already copied and enclosed inside of the envelope package, and mailed to them at once, which is also stated above. The basic personal information I listed on the paper was exactly the same as all sections of the direct dispute form required by XXXX. 
I performed all my duties to track the credit card and pay off the bill. I have a good credit record all the time at XXXX other merchandise stores, and banks. The reason why I made the payment after the due date was due to the credit card was lost during delivery. Thus, I was not able to use the information attached to the card to pay for it in time, but I made every effort to get it. However, XXXX Bank directly threw the blame on me without considering any in-depth reasons behind the result and submitted this credit history without stating any real reasons to the XXXX American consumer credit reporting agencies ( TransUnion, XXXX, and XXXX ) XXXX The real reason for this case involved several matters and processes, which could not be controlled by the customer ( me ). Therefore, it is not reasonable and not fair for the customer in this situation to take the entire responsibility. I would like to request a dispute about this delinquency and sincerely hope the Consumer Financial Protection Bureau would evaluate multiple aspects, judge it along with the real reason, and remove or correct the negative credit record. 
Thanks for your patience and help!

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