Consumer complaint received 2015-05-31 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Account status
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX

Complaint narrative:
1. XXXX admits that it did not process my earned income tax repayment plan paperwork when they received my direct loan consolidation. 
2. They have no explanation for why my paperwork was not processed. 
3. As a result of this, my loan automatically was classified under a standard repayment plan. I did not know this at the time, though. 
4. My account statements were going to an email address that was no longer being used, so I did not catch their error in time. 
5. My credit report became affected. 
6. I was promised over the phone that was loan consolidation was final and that my payment would be zero dollars. 
7. When I found out what was actually happening, I asked a representative to pull up my phone calls. They claim it is not possible to review calls past 90 days. Is this true? 
8. I escalated the issue with a supervisor. I was told they were actively working on this. I was told that " because the paperwork was never processed, they might backdate it, but to hang tight while we sort this out for you. " 8. I left the issue alone for a week to allow them enough time to correct the error. 
9. I never heard back as was promised, so I naturally called in asking for an update. I was told " your credit report was not affected and we took care of this for you. '' I said, " Great. That 's a relief off my shoulders. '' The rep said, " after review, though, it turns out because of XXXX loan you had in the past, you instead qualified for the income based repayment plan and were given those repayment terms. '' I clarified several times on the call that my future monthly payment of XXXX. 
10. I left the issue alone, because I thought the issue was settled. It was n't. My credit was reported as reported being past due. 
11. I called in, again, and the rep still maintained that my credit was not adversely reported. I pressed them on this, stating that I was looking directly at my report, and the rep eventually admitted that this was true. I also found out that I do, in fact, have a monthly balance due every month. I requested at this time that a previous rep informed me that my balance would be XXXX, and formally requested that the previous call be reviewed. 
12. During my last phone call with XXXX, a supervisor told me that this is " still under review. '' I asked her " why do n't I have a past due balance? '' She stated " you were given an administrative forbearance. '' I replied, " I did not ask for this. Why would XXXX do that? '' She stated that " it was done to rectify what happened on the account but that is still under review. '' I said : '' Well, it 's either my fault or it 's not. Either my credit report gets reported accurately or you come after me for the past due balance. I do not want a middle ground. It 's not fair to hold me accountable for a past due balance that you had no intentions of holding me to after admitting you never processed my paperwork. " The only answer I have been given so far to justify the adverse credit reporting is " you should have caught our error sooner. We sent out statements. ''

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation