Consumer complaint received 2025-06-13 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: NJ

Complaint narrative:
XXXX reaching out to escalate a serious issue Ive been trying to resolve through XXXX customer service for weeks without success. Unfortunately, each attempt has led to interactions with representatives who are either difficult to understand or unable to assist beyond a standard script. 

This is the second time Ive experienced a significant error on my TransUnion report that has XXXX XXXX my XXXX XXXX : The first occurred when my mortgage was transferred to XXXX from XXXX XXXX. Despite it being a routine sale between lenders, I lost over XXXX points on my score through no action of my own. When I called, I was told I closed the account and no amount of reasoning would help with XXXX of TransUnions customer technicians or supervisors that I spoke to. 

Most recently, between XXXX and XXXX, I was told an account was closed, which resulted in a XXXX drop. However, I have not closed any accounts. I currently maintain only a mortgage and an XXXX XXXX card, which I use occasionally while traveling. The customer service techs were more than unhelpful. I explained that my Transunion is exactly the same as my XXXX XXXX XXXX They told me that maybe TransUnion has have better info. I explained that XXXX XXXX Credit bureauXXXX are the same and the other XXXX are both over XXXX, never changing or reporting false info like TransUnion. 

This recent drop has brought my TransUnion score down to XXXX, while my scores with the other XXXX bureaus remain above XXXX. As I prepare to lease a vehicle in XXXX, this discrepancy could cost me XXXX XXXX XXXX due to lenders relying on the lowest score. 

Here is the XXXX call regarding the next representative who contacted me about my XXXX XXXX issue. 

He began by stating it was a courtesy call he didnt have to make, which set an odd tone from the start. 
He speculated that TransUnion might not have the same mortgage data as XXXX XXXX XXXX I confirmed during the call that they dothe Credit Bureaus records match, exactly. 
He then suggested XXXX XXXX have closed my account. I immediately logged into my XXXX account and made a purchase on XXXX to confirm its still active. 
Throughout the call, he offered a series of unsupported explanations that I was able to disprove in real time. 
To reiterate : I have only XXXX XXXX XXXX card and a XXXX mortgageboth in good standing and consistently paid on time. If there had truly been an issue warranting a XXXX drop, I would expect XXXX XXXX bureaus to reflect it, not just XXXX. 

XXXX raising this with urgency because I maintain a strong credit history and value my score. More importantly, XXXX planning to lease a car in XXXX, and this discrepancy could cost me over {$1500.00} in additional payments. 

Lastly, the representative told me the score cant be changed because its controlled by robots. XXXX quoting directly. You can not make this up This process has been frustrating. XXXX customer service script seems designed to keep consumers deflected and confused, rather than resolving real concerns. 

I would greatly appreciate your help in reviewing and correcting this error as soon as possible. Please let me know what documentation or steps are needed to resolve this. 

I can send statements from XXXX and XXXX in a PDF format directly taken from their website

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