Consumer complaint received 2025-06-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC

Complaint narrative:
This new vehicle, XXXX XXXX XXXXXXXX was involved in a total loss scenario for an accident that occured XX/XX/year>. XXXX XXXX and His Father, XXXX XXXX financed the car. It was involved in the total loss accident. We went through the proper steps of going through the insurance company ( XXXX ) for the initial settlement claim, and were notified via mail by XXXX, they would submit information to their associated gap insurance company to make sure everything was resolved in a timely manner. However, around the beginning of XX/XX/year>, we started receiving phone calls regarding the balance left on the vehicle and we expressed our concerns due to them stating they had already submitted our information to our gap insurance through them but have not received any update on the status of that claim. They then proceeded to tell us that it must be through our vehicle insurance company, XXXX, which was not possible, due to us regularly paying for our gap insurance policy through them on our monthly payments on the loan. We then were transferred to multiple areas of XXXX XXXX  to help us determine who our gap insurance provider was. This took multiple calls, and multiple days to determine the name of the company, XXXX XXXX, which is run by their company. We then found out XXXX documentation was submitted on our behalf, delaying the process in resolving this loan even further. We finally got an approval on our claim for our GAP coverage at the beginning of XX/XX/year>, and they explained to us it would take roughly two weeks for them to issue a check to send over to XXXX XXXX for the balance covered. During that discussion, it was explained to us by XXXX XXXX, that there was a balance of roughly {$1200.00} not covered by them due to the insurance company not valuing certain features on the vehicle, considering it was a brand new car, with limited comps to compare for the value of the vehicle. This value was actually over the limit of what was still owed on the balance that would be owed to XXXX, which was {$1000.00}. They advised me to advise XXXX, and to reach back out to the insurance company to recoup the missing value in the vehicle to fully pay off the car. We had advised XXXX of the scenario, they made note, and I had advised that once XXXX XXXX reached out to me with the information of the check, I would advise them of that information as well. In the roughly two weeks of us waiting on the check information from XXXX XXXX we received multiple phone calls, some of which we answered, asking us to pay the remaining balance in full ourselves. We then had to remind the representatives multiple times of our total loss scenario, give them all of our information again, but they continued to harass us regarding the remaining balance. On XX/XX/year>, we had finally spoken with XXXX XXXX again and were able to get the information on the check they had mailed to XXXX. We then called XXXX, advised of the check information and also provided an update that the insurance company was working on approval for the prior balance, but it could take roughly three weeks for an approval. ( Attached is the initial email initiating the claim for the remainder through XXXX. All correspondence then went through phone. ) They said that was not an issue, and to keep updating them as we knew more information. We still continued to receive phone calls from XXXX finance to obtain payment as they awaited the initial check from XXXX XXXX. We did continue to answer these calls and advise, with these representatives " taking note on our account '' on a recorded line. The last phone call during this time frame that I had with XXXX XXXX was sometime in the beginning of XXXX, I had provided an update from the insurance company that they were able to send the remaining balance to XXXX, and a check could take roughly 7-10 business days to issue, and they would provide the check information to give to XXXX once they had it available. They said that was not an issue at all, and to again keep them updated on the status of the check. A week later, the account was charged off on my husband and his fathers credit report, tanking their credit report approximately XXXX points. Once this was reported, we immediately called XXXX XXXX, and again, no one had any sort of documentation regarding the conversations had between us and the scenario of the total loss. This balance was for the remaining {$1000.00} that was not covered by gap insurance. Confused, we then had to explain the scenario to the representative for the probably 15th time at this point, that we were waiting on the insurance to provide the check number for them to get fully paid. I did also ask about information regarding our credit report, since we had no information stating that the account was to be charged off before insurance was able to fully resolve the debt and she had advised that once paid, the account would represent as closed, paid in full. After this conversation, Calls still came through to resolve the remaining payment. Given the scenario, when I spoke to XXXX on XX/XX/year>, I paid out of my own pocket after further conversing with XXXX, to stop the constant calls, and they advised me to speak with the insurance company to have them issue myself a check for the remaining balance to reimburse myself for having to pay out of pocket. I advised the insurance company and provided my bank statement for them to adjust who they issued the check to. Once paid, the account was never reflected properly. It did update from a XXXX off listed with a balance, to Charge off Paid Profit and Loss, and has not reflected to the closed paid in full. This has been extremely damaging to their credit, both whom make timely payments and have almost perfect credit. After constant credit disputes, personal letters, and letters from our attorney, XXXX still denies that they have incorrectly reported the account. 


We are looking for the account to be reflected on our Credit report as Closed - Paid in full, with accurate reporting history for both the Primary and secondary account holder. Even though this account has been closed due to the total loss, we do have another brand new XXXX XXXX that was financed with this company after the accident, which has perfect payment history. We were more than responsive, and we really don't want to have to move forward with a lawsuit in order to get this resolved.

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