Consumer complaint received 2025-04-01 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: GA

Complaint narrative:
I had been notified within the past couple of months that Transunion allowed XXXX fraudulent collections to be placed onto my credit report. Upon learning of the issue, I immediately contacted them and they opened an investigation into the matter. Before these items were placed onto my report, my credit file was in good standing. I didn't have any collections, late payments, or derogatory items in my file. I work very hard to pay all of my bills on time. Prior to them placing the inaccurate information onto my report, my score was in the XXXX 's and listed as " XXXX '', but immediately after they were added the score dropped drastically into the low ( XXXX 's, XXXX to be exact ; see attachment ). It then put my rating into the " XXXX '' category, dropping my score by more than XXXX points. After initiating an investigation into the matter, Transunion deleted the XXXX collections but did not return my score back to where it was. In fact, it did not change at all. After reviewing my updated report where the collections had been removed but the score still remained low, I noticed that in their " Score Factors '' section where they explained what is helping and hurting my score, they listed the same exact reasons under " Positive Factors '' and " Negative Factors '' ( see attachments ). I contacted them via phone on XX/XX/XXXX and shared with them the issue of the score not changing and the conflicting and contradicting information and reasons where they stated one one side ( the POSTIVE side ) that " The balances on your accounts are NOT too high compared to loan limits '', then turned around and stated on the NEGATIVE side that " The balances on your accounts ARE too high compared to loan limits ''. They then did the same exact thing in another section where on the positive side they stated that the " Total of all balances on bankcard or revolving accounts is NOT too high '' then stated on the negative side that it is. It makes absolutely no sense. The representative that I spoke to saw it as well and agreed that there was an error and promised that it would be resolved correctly after she forwarded the issue the the " tech support ''. She said that " tech support '' would reach out to me via phone after it was updated. I received a call from them on XX/XX/XXXX and was told that the issue was resolved, but that my score had not gone back up to " good '' status and that although it did change " A LITTLE '' it was still in the " XXXX  '' category and that she could not share with me what that score was. I then tried to access my report online while I had the rep on the phone but kept receiving an error message that I can not review my credit report or score, although I do have a credit monitoring subscription to do so. She then told me that she would have to create a XXXX request to have the issue escalated. I pay all of my bills on time, my utilization is not high and I don't have any collections or derogatory information on my profile. I may have XXXX inquiry in the past XXXX years, but don't believe I do. There is no reason for my score to be this low and no reason for my rating to be listed as " XXXX  '' as I do everything that a consumer should do to maintain a great credit profile and should be treated as such and placed in the correct category, which is " XXXX XXXX  ''. Transunion 's failure to follow the law and not allow fraudulent items to be placed on my report has cost me and is still costing me. XXXX of my credit card companies, XXXX recently lowered by credit limit because they saw the collections before they were removed and saw the lower score. I am not able to take care of important financial matters because of my now low score and Transunion 's errors that have negatively impacted me tremendously.

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