Consumer complaint received 2022-10-13
Company: Experian Information Solutions Inc.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I received documentation from U.S. Department of Education dated XX/XX/XXXX, and XX/XX/XXXX. The documentation stated that I had met the requirements for the Public Service Loan Forgiveness ( PSLF ) program and my loans in the amount of {$76000.00} and {$6800.00} have been forgiven. A few months later I reviewed my credit report obtained from Experian and saw that there were still balances remaining for both of these loans. I reached out to Experian and explained that my student loan balances had been forgiven and should show a XXXX amount for the current balance, but their credit report was showing the balances on loans : XXXX {$76000.00} and on loan XXXX {$6800.00}. I was informed to submit a dispute report. I submitted a dispute along with uploading the U.S. department of Education documents that showed the requirements for the PSLF program were met and that both loans were paid in full the report number XXXX. I was informed that I would receive a decision in 30 days. On XX/XX/XXXX I received a response which showed the current balances {$76000.00} and {$6800.00} so Experian did not remove the balances and make them XXXX balance. I inquired again with Experian, and I was informed to submit another dispute with the documents again in which case I did report number XXXX. On XX/XX/XXXX I received a response, and the outcome was the same the balances showed the initial balances and did not have a XXXX amount. Again, I place another call explaining everything again and the outcomes thus far, I was advised to get in contact with the Department of Education, the agent put in another dispute for me stating she will document that the dispute is being placed so the balances can be changed to XXXX, report number XXXX. Afterwhich, I reached out to the Department of education and spoke with one of their representatives and explained about all the attempts made with Experian to get them to XXXX out the balances. The representative informed me that a dispute form will be emailed to me and to complete it and mail it back to them. I received the dispute form and documented that Experian will not XXXX out the balance of both loans, I mailed the form back to the Dept of Education using certified mail. In the meantime, I submitted the same documents from the U.S Department of Education showing a XXXX balance for both loans to XXXX and XXXX along with their dispute forms. On XX/XX/XXXX I received the dispute outcome from Experian and again showed balances to be {$76000.00} & {$6800.00} for both student loans. On XX/XX/XXXX I received a response from the US department of education stating that no adjustments were necessary, and the information is accurate that for both loans have a XXXX balance. I received documentation from XXXX and XXXX that let me know that they investigated my disputes and the disputes have been resolved and their documents showed the balances of both loans having a XXXX balance. XX/XX/XXXX, I placed another call to Experian asking who I could speak with as this back and forth of me placing disputes with them to have the balances of my student loans showing XXXX balance have gone unresolved. I was then routed to the dispute department in which I discussed everything with the agent, who submitted another dispute. I placed a call to the Department of Education and the agent was able to see in their system that they have responded to Experian informing Experian that no adjustment was required. The agent then informed me that I needed to complete another dispute with the department of ED requesting that I specifically state to release documents stating that the balances were paid in full and that the loans have a XXXX balance. I inquired as to why do I need to put in another dispute with the Dept of education when those details were already included in my first dispute. I then inquired as to why couldn't she just forward that information to them. I informed her those documents had already been submitted to them, so apparently Experian needs more details from them. I felt like I was getting the run around. the agent informed me that Experian needs to update their system and needs to read all the details sent to them. I informed her that maybe Experian doesn't know what " no adjustments are required '' means and need further information in order to zero out the balances of the loans.

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