Consumer complaint received 2025-06-19 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL

Complaint narrative:
Since XX/XX/XXXX I have been trying to resolve this issue regarding a double payment, refund, and return payment. On XX/XX/XXXX, I received my credit card statement that was populated on XX/XX/XXXX that stated I owed a balance of {$940.00}. I contacted XXXX XXXX and asked how to resolve the issue so that my account could be bought current, the status of my refund check, and how to avoid incorrect information being reported to the credit bureau. I was told the company doesnt control the clients credit, and I said you control what you report to the credit bureau XXXX While on the phone i was told by the XXXX XXXX that they do not report until XXXX business days after the statement cycle which for this month would be XX/XX/XXXX and XX/XX/XXXX. She also stated there was no stop payment of the refund check for {$390.00}. While on the phone I made the payment of {$940.00}. 
Yesterday, on XX/XX/XXXX I logged into my account to now see I had an updated balance of {$36.00}, no available credit, and still had no received the refund check of {$390.00}. I contacted XXXX XXXX again who informed me they were holding the payment until XX/XX/XXXX and that there was nothing they could do. The XXXX XXXX refused to escalate my call to her supervisor stating her supervisor doesnt speak directly to customers and after XXXX requests gave me the general mailbox to mail in a formal complaint. She also refused XXXX times to tell me what would be reported to the credit bureau. After the third time she stated what was on the statement would be reported. After hanging up, I filed my first complaint with CFPB. Within hours I received multiple emails from XXXX XXXX regarding a returned payment, this happened on XX/XX/XXXX yet you arent notifying me until XX/XX/XXXX. Then I received an email from XXXX XXXX that I could release the payment and update my available credit by clicking a link to link my bank account. I was never told this was an option when speaking to the XXXX XXXX. I followed the steps, and my available credit was updated to reflect {$560.00} and the payment of {$940.00} was released. The same account I connected to was the EXACT same bank account I have used for every payment since XXXX. I logged into my XXXX XXXX account today and my XXXX score dropped by XXXX points and that the information was reported today, XX/XX/XXXX. 

I tried multiple times to address this issue with XXXX XXXX and their stance on every call is, Im sorry there is nothing we can do. Also, them not escalating my calls to a supervisor above the XXXX XXXX is deceptive and illegal because the supervisor that I spoke to on XX/XX/XXXX stated my complaint could go no further than her which is a lie. She also did not want to provide me the correct information to file a complaint. Again, I have never been late and always paid the current balance every time my credit card was due every month having no roll over balances since opening my account in XXXX.

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