Consumer complaint received 2021-05-20
Company: HEARTLAND PAYMENT SYSTEMS INC
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
On XX/XX/XXXX, I paid my off my {$16000.00} student loan from the University XXXX XXXX XXXX, serviced by Heartland ECSI, in full, days before the grace period ended. 

On XX/XX/XXXX, I looked at my XXXX credit report and saw that it was still being reported as open according to XXXX. The same day I filed a dispute online, through XXXX, requesting to review the loan, as it had been closed, paid in full, on a positive note. XXXX said they would send me a letter detailing the result of the dispute. The dispute did not show up anywhere online. 

Around three weeks later, XXXX updated my account by deleting the disputed item, permanently removing it from my account, instead of updating the open account to a closed, paid in full, on a positive note, one. Around this time a received a letter detailing the details and resolution of the dispute, as well as how to contact them if it was incorrect, including their customer service line. 

On XX/XX/XXXX, I called the XXXX customer service line, ( XXXX ) XXXX, requesting the item to be restored on my report and reporting it accurately. They said this was impossible as the account was already deleted, and that I had to call the servicer and ask them to report it again and submit it to XXXX. 

On XX/XX/XXXX, I called the Heartland ECSI customer service line, XXXX XXXX XXXX XXXX XXXX, and requested that they report my loan status again to XXXX. They said they couldn't report any information to XXXX unless XXXX requested it directly. The Heartland ECSI customer service representative recommended filing another dispute with XXXX in order to prompt an information request from XXXX to Heartland ECSI. In addition, the Heartland ECSI customer service representative also said that they had reported to XXXX that the account had been closed, paid in full, and on a positive note, in XXXX of XXXX. 

Later in XX/XX/XXXX, I called the XXXX customer service line, ( XXXX ) XXXX, again, to ask that they request information from Heartland ECSI in order to restore the closed account accurately, or to file another dispute to prompt XXXX to do so. the XXXX customer service representative told me that they would not be able to do this, nor would it work and that I had to contact the loan servicer and ask them to report the information to XXXX. 

Disappointed, I asked the XXXX customer service representative that if there was a way I could complain about XXXX 's service, to which they referred me to a XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, PA, XXXX ) and the CFPB. As only having a the possibility of complaining through a XXXX XXXX is disappointing and predatory, and XXXX has demonstrated it's incapability in resolving this issue, I preferred taking my complaint to the CFPB, which is why I am submitting this complaint, in order to understand who is in the wrong ( XXXX and/or Heartland ECSI ) and to resolve this issue.

Company response to consumer: Closed with explanation