Consumer complaint received 2024-09-16 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: IL

Complaint narrative:
On XX/XX/year>, I was notified ( via XXXX ) that my TransUnion credit score had dropped suddenly by XXXX points, from XXXX to XXXX. I confirmed this by downloading my full credit report and credit score from TransUnion on the same date. For context, I have never made a late or missed payment in my life, which my credit report reflects, and there had been no changes to my credit report at all in the preceding months that would substantiate such a huge drop. Also for context, my XXXX credit score, which had also been XXXX, remains XXXX with no such drop. In other words, this is a clear error that is isolated to TransUnion, and does not reflect my actual credit history. I want resolution by having TransUnion restore my credit score to XXXX. 

Also on XX/XX/year>, I contacted TransUnion 's customer service telephone line to ask why my credit score had dropped and resolve the issue. After waiting on hold for nearly 30 minutes, I spoke with a customer service rep who accessed my credit report. He remarked that nothing in my credit report should have led to such a drop, and agreed to send the matter to " escalations '' to be investigated and resolved. He told me to expect a call back within three business days.

I had still not heard back from TransUnion after waiting four business days. On XX/XX/year> I called TransUnion 's customer service line again. After waiting on hold for about half an hour once again I spoke to a different customer service rep. He explained that I had not received a call from " escalations '' because the previous rep had failed to save a callback phone number for me. This is ridiculous because I have a TransUnion personal account which contains my contact information which they could have accessed to reach me ; additionally, both reps confirmed both my phone number and email address at the beginning of both calls. I told the rep that this situation was unacceptable, and that I expected " escalations '' to resolve the issue by restoring my credit score or I would file a complaint with the Consumer Financial Protection Bureau. The rep only agreed to once again push the matter to escalations, whom he assured me would call me back within another three business days. Three business days have now passed, and I have heard nothing back from TransUnion. 

Because there have been no changes to my credit report, the XXXX point drop in my credit score that TransUnion imposed upon me is totally unjustified and a clear error on their part. I want TransUnion to restore my credit score to the XXXX that it was and rightfully should be. Further, TransUnion 's customer service is totally unacceptable, with unreasonably long wait times and an apparent refusal to call customers back after having committed to do so.

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