Consumer complaint received 2020-03-19
Company: Experian Information Solutions Inc.
State: NJ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
Around XX/XX/XXXX, I found a XXXX XXXX XXXX student loan on my Experian & XXXX  credit report that does not belong to me. I disputed this inaccurate information to both credit agencies. XXXX has this inaccurate information pending and as of today, I have received a letter from XXXX, dated XX/XX/XXXX, due to additional information the investigation in regards to this student loan will be completed on or before XX/XX/XXXX. However, with Experian it has been a totally different experience. In addition to calling them, I had filed disputes with them three different times online : XX/XX/XXXX - Report # XXXX XX/XX/XXXX - Report # XXXX XX/XX/XXXX - Report # XXXX With the results for the disputes on XX/XX/XXXX & XX/XX/XXXX I was given this explanation : The information you disputed has been verified as accurate ; however, information unrelated to your dispute has been updated. Please review your report for details. 

With the dispute on XX/XX/XXXX, it appears to be deleted ; however, this inaccurate information remains on my credit report. 


In regards to XXXX  : They have been less than helpful in regards to my situation. This student loan is not listed on my account on XXXX website. This student loan cant be found in the National Student Loan Database under the Federal Student Aid web-site. There are a total of 16 federal student loans in which five were paid in full and the remaining 11 are being serviced by three different servicers. This mysterious loan does not appear in this group. Nor can this loan be found with the two private student loans on my account on XXXX website. 


I got in touch with XXXX XXXX at XXXX on Wednesday, XX/XX/XXXX. He seemed helpful at first. He even gave me his direct number. He mentioned that he had gotten access to my loans in the NSL database and verified that this mysterious loan was not among my federal student loans. He suggested that I send him a copy of this loan on my Experian credit report. His direct faxed number didnt work so I was glad I asked for his direct email address. However, even as I provided these documents via email, he claimed he could not remove the inaccurate information on my report. He said the loan was put on my credit report by XXXX XXXX XXXX. This isnt true! On Monday, XX/XX/XXXX, I called XXXX again. This time I spoke with XXXX. She claimed this account on my report was accurate. She also claimed that this student loan account was in collections with XXXX XXXX XXXX. 

In regards to XXXX XXXX XXXX/XXXX XXXX XXXX : There are four defaulted federal student loans that were sent to them by either the XXXX  or XXXX. I am very aware of them because I was enrolled at XXXX College at the time. The loan in question does not provide this information. The four loans are currently in a Loan Rehabilitation Program with XXXX and my final payment to restore these loans is on XX/XX/XXXX. I spoke with two different representatives and both said that the loan with the account number beginning with # XXXX is not a loan listed on my account with them or under my social security number. The first representative also mentioned that XXXX was once called XXXX XXXX XXXX around XXXX or XXXX. The second representative, XXXX XXXX, could not recall when the name change occurred. I spoke with her on Wednesday, XX/XX/XXXX at around XXXX XXXX. She suggested I send a copy of these documents via email, which I did. This morning, I called to verify the receipt of these documents. XXXX tried to back track for a minute about the validity of this loan. However, I reminded her that I spoke with lawyers online who had responded to my question about my situation and told me what I needed to do. I also reminded her that I was in the process of filing a complaint with government agencies that specialize with unfair credit reporting practices. I also let her know that the XXXX Department of Ed received the same documents and are in the process of mailing me a fraud packet with forms for me to fill out. Why would they go through all that trouble if they thought this loan belonged to me? She then proceeded to tell me that the documents were received and were sent to their compliance department to be reviewed. XXXX also mentioned that XXXX XXXX , XXXX does not report to the credit bureaus. 

XXXX XXXX , XXXX & XXXX Department of Education I first called XXXX XXXX  in regards to this student loan on Monday, XX/XX/XXXX in which my calI was transferred to the XXXX Department of Ed. I spoke with a representative about my situation. She verified that she did not see that student loan listed with the student loans on my account. She suggested that I faxed over a copy of the loan in question. I was able to fax over copies on Friday, XX/XX/XXXX. I followed up with a call onTuesday, XX/XX/XXXX. I spoke with Mr. XXXX XXXX. He confirmed the receipt of this student loan. He, once again, verified my email and home address before mailing out a fraud packet. I called the following day, XX/XX/XXXX, to reconfirm if this packet had been mailed. It has and it will take at least 7 to 10 days before I receive these forms. 

XXXX XXXX By Monday, XX/XX/XXXX, I came across XXXX XXXX thanks to a representative at a law office in which I am a party to their class action settlement. I sent my questions and got more than the information that Ive needed. They also advised me not to call Experian anymore as they felt that more disputes with that agency will not resolve anything. They suggested that I submit my complaint to CFPB and FTC. I also faxed them a copy of the faxed document that I sent to XXXX XXXX, XXXX. The response : The more evidence that you have that YOU DO NOT OWE THIS LOAN, the better is your case against the credit bureaus. Attached are all the documents I feel are relevant to this case.

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