Consumer complaint received 2020-06-02 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: SC

Complaint narrative:
On XX/XX/2020 I switched bank accounts from XXXX XXXX XXXX to a local community bank. When it came time to switch my payment information for those bills I pay online, I did so accordingly. However, when I tried to make my monthly student loan payment to XXXX   XXXX XXXX, my payment failed and/or was cancelled ( you'll see on my supporting document in the screenshot that shows my multiple attempts ). I was not made aware of this failed payment until logging into the account several days later. I first tried to call XXXX at the beginning of XXXX to solve this issue. After more than 6 weeks of phone calls to employees and supervisors, as well as and email correspondence ( which started XX/XX/XXXX - please note : we received our first debt collector call on XX/XX/XXXX ) with a customer service representative, my issue is/has still not been resolved and I have had to process payments via mail for the time being. XXXX  continued to waive my late fees every time I called, but has taken no responsibility for the late payment ( s ) that is their fault. Through my own independent research, I found that that probable issue was XXXX was not able to accept the new routing table of my new bank account - even though I was/am having no issues with other online payments such as XXXX XXXX and XXXX.  After various phone calls with supervisors and their IT department, they stated they 'fixed ' the issue but my payments were repeatedly denied. Again, I was never made aware of my initial late payment due to their ( XXXX ' ) failure to process my payment. Both mine and my father 's credit score were severely impacted due to this egregious error. On XX/XX/XXXX, I received an email saying the IT issue had been rectified and to address my dispute directly with the credit bureaus. I filed disputes around XX/XX/XXXX with all 3 credit bureaus and it fixed my alleged late XXXX payment, but not my XXXX - which is clearly an error. I am in the process of refinancing my mortgage and purchasing a new car and now have the lowest credit score I've ever had in my life. Not to mention, it has impacted my father who remains a co-signer even though I've been making on-time payments for 7 years. XXXX has also failed to supply him with the documentation to take him off the account and our email correspondence with our loan agent has gone dark and unanswered. It is my understanding that Transunion made the credit inquiry to XXXX in the first place. It seems that XXXX would have the means to report past due accounts, as in this case, so they would also have the means to report other information to the credit companies, such as this IT issue. 

**Attached you will find email correspondence with Loan Servicing Agent, XXXX XXXX of XXXX,  as well as the payment portal that shows my attempted payments.

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