Consumer complaint received 2025-12-15 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: SC

Complaint narrative:
On XX/XX/year>, I sold my old home in XXXXXXXX XXXX, which was financed by XXXXXXXX XXXX XXXXXXXX ( Loan number : XXXX ). I also closed on a Home Equity Loan associated with my old home financed by XXXX XXXX ( Loan Number : XXXX ). At the closing, the real estate attorney, XXXX and XXXX, was responsible for wiring the payoff amount to XXXXXXXX XXXX and XXXXXXXX XXXX following the closing. On XX/XX/year>, XXXX XXXX severely impacted the area where I and the real estate attorney live ( XXXX, XXXX ). I was personally without power for XXXX days. Unbeknownst to me, the real estate attorney was unable to immediately wire the payoff amount to XXXX XXXX or XXXX XXXX, and apparently, in the aftermath of the storm, lost track of sending the payoff amount to the mortgage company. Upon selling my home, I had suspended my automatic payments to XXXXXXXX XXXX and XXXX XXXX for my mortgage payments since I no longer owned it. In early XXXXXXXX XXXX, I noticed an automatic payment come out of my account from XXXXXXXX XXXX  / XXXXXXXX XXXX. Upon investigation, I discovered for the first time that the real estate attorney responsible for wiring the payoff amount did not actually send it. I immediately contacted the real estate attorney, who realized their mistake, and immediately wired the payoff amount. This was on XX/XX/year>. Around that same time, I noticed in my credit report that I had a XXXX days late payment mark for the month of XX/XX/year>. I sent in a dispute, along with a signed letter admitting fault from the real estate attorney, to Transunion to remove the negative mark, since it was at no fault of my own. Transunion denied my dispute. I am planning on resubmitting, but have had issues trying to get ahold of someone on the phone to ask if I sent in inadequate information or what I need to do to make it acceptable. Due to the circumstances of the hurricane impacting my area immediately after closing, I requested forbearance or relief in this regard. This too was denied. 

Since I originally submitted a complaint concerning this topic via CFPB- the negative credit marks were removed by both XXXX XXXX and XXXXXXXX XXXX as noted in company responses from CFPB complaints # XXXX, XXXX, and XXXX. Two out of three of the credit reporting agencies ( XXXX and XXXX  ) removed all negative marks from my credit sport, resulting in my score increasing by almost XXXX points into the XXXX. However, Transunion has not reflected this change and continues to show negative marks on my credit report. I have contacted them about the resolution from XXXX and XXXX but have been unable to get a clear resolution as their online dispute system consistently malfunctions and the customer service line has not been helpful. The one time I did get a dispute submitted- the dispute was denied. This was around the same time or before I got resolution from both mortgage companies and the credit marks removed by XXXX and XXXX 

This whole process has now cost me countless hours and dollars in wasted credit interest rates as I have been waiting and waiting for my credit score to go up before applying for a personal loan to cover existing debt that is at a high credit card rate. Transunion is the only credit reporting agency to have not rectified this mistake and issue that, as demonstrated, has been completely out of my control. I was very pleased with how effectively CFPB helped resolve the previous issues and I would appreciate assistance in getting this last remaining issue with Transunion resolved in a timely and efficient manner. Thank you!

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