Consumer complaint received 2025-02-06 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: UT

Complaint narrative:
I purchased new auto insurance policy from XXXX on XX/XX/XXXX. I cancelled my policy with XXXX. On XX/XX/XXXX XXXX pulled a premium payment on my ACH. XX/XX/XXXX I email my insurance agent to alert her that XXXX  had Processed the payment in XXXX for the canceled policy. I had already paid XXXX for the current Policy and so I was being double billed. My agent sent XXXX the declaration page from XXXX and I assumed it was resolved. XXXX pulled another payment XX/XX/XXXX. I contacted XXXX credit card to report and stop future charges because the policy with XXXX had been canceled. In XX/XX/XXXX I receive a call from XXXX ( collection agency ) stating that a charge for {$220.00} had been turned in to them from XXXX. I contacted my agent and a local XXXX agent to try and resolve the erroneous charges. XXXX refused to talk to my agent or the XXXX agent, XXXX. I then contacted XXXX and provided them with the declaration page showing that I had insurance with XXXX  from XXXX present. I received an email back from XXXX customer service claiming that they could only back date it to XX/XX/XXXX. I contacted my agent again she confirmed that XXXX was cancelled when the new policy from XXXX went into effect on XX/XX/XXXX and that I should request a refund for the double billing. XX/XX/XXXX XXXX reported a collection of {$230.00} to Equifax, Transunion, and XXXX, dropping my credit score by XXXX points! I contacted XXXX and tried to contact someone who could research my attempts to correct their error and look at the proof of cancellation and declaration of coverage from XXXX but they kept transferring my call and disconnecting me. I decided that Even though I did not owe the {$220.00} I would go ahead and paid it so that it would come off of credit reports. I sent a copy of the declaration page showing the debt was invalid and a copy of the billing audit from XXXX showing the account paid to XXXX. 
XXXX removed the invalid collection from my credit report immediately. However, Equifax and Trans Union did not. 
I submitted a second dispute to Equifax and Transunion. My report from both of them still show {$0.00} owed but the collection is still on my report and is drastically affecting my score. I have made multiple attempts to contact XXXX XXXX, Equifax, and to get it removed from my report and issue a refund but they send me in a perpetual loopXXXX  says to contact the credit bureaus, the credit bureaus tell me to contact XXXX, XXXX says I have to contact XXXX The debt is invalid. XXXX owes me a refund from charging me for insurance that I did not want approve or need. I have provided them with proof of insurance from XXXX. I have also overpaid the account for charges that are not valid. XXXX makes it very difficult ( impossible ) to talk to anyone with authority to resolve, research, discuss or submit documentation. Despite many attempts to speak with anyone other than AI or an entry level call center there is zero contact with anyone higher up via phone. Everything is via email or US mail making it impossible to resolve an issue. It is a one way communication where they email you their decision without any back and forth discussion. I have found this to be common practice for XXXX sheds the credit agency in their interaction with customers and agents.

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