Consumer complaint received 2024-11-12 00:00:00
Product: Debt collection — Telecommunications debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MD

Complaint narrative:
I opted for no-contract XXXX XXXX and XXXX service in XX/XX/year>. Since my current mobile service expires in XX/XX/year>, I thought I would wait to activate the service until then and only activate the internet for now. 

I am aware that companies can surprise charge you. To avoid this, I called an XXXX XXXX rep. I explained my situation, and the rep mentioned that a delay option was unavailable. However, they could close my account and reopen it in XXXX or whenever I need it without any issues or costs. 

I asked what if I get charged in the future, if not now, for doing this, and the rep mentioned that they could not see any fees linked to my account and that since I had never activated or used the mobile service, they could close it and assured me that I will not be charged now or in future. I asked them again to check with their colleagues to avoid any complications in the future, and they assured me that I would not be charged with any hidden/junk/surprise/activation fee. 

I cross-checked my account, and there was no fee or outstanding balance since I never used/activated the service. But I asked XXXX times in total that if there is a charge, I would rather not close it because I liked the plan. I am still using their Internet service. 

I approved closing my account since there was no charge. They closed my account and removed my credit card details. Later, on XXXX XXXX, I received an XXXX email that wrongfully said that my account was disconnected on XXXX XXXX due to non-payment of an outstanding bill of {$XXXX} for my mobile account. I immediately called the XXXX XXXX dept and asked them for an explanation ; they mentioned that since I did not close my account within 14 days of opting for the service, I am being charged a fee. I told them that an XXXX  rep assured me I would not be charged, so I approved closing my account ; otherwise, I would have used the service and avoided the charge. I also asked them to investigate the earlier rep conversation and escalate it because of the false info they provided and misguided a customer willing to opt for their services. They said they would escalate it, and I should get a notification via email/call, but I never received anything from them again. 

Later, it was sent to XXXX XXXX XXXX XXXX for collection, and they, in turn, reported this Credit Bureau, which I learned when I was planning to buy a car after someone hit my car. This action dropped my XXXX XXXX by over XXXX points, blocking me from buying a car. Now, my family is without a car, opting for XXXX daily for a cost. 

I request that CFPB investigate this case, which is based on providing false information to existing customers and misguiding them to incur unwanted hidden/junk charges that have also affected customer 's XXXX XXXX, intent to finance anything and life overall.

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