Consumer complaint received 2019-09-09
Company: Experian Information Solutions Inc.
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
At the beginning of 2018, I had finished my 9 month loan rehabilitation program and my student loans were transferred to XXXX XXXX. I did not receive any sort of letter until I went through my spam mail and found the notice. The new terms of my payments were to be 3 payments, XXXX - XXXX - XXXX, of the same rate as my rehab, {$63.00}, then transition to normal income based payments of {$110.00}. I made one payment of {$120.00} to cover the first two payments due to me finding out a month late that XXXX took over my account. Once it came time to make my third payment, XXXX   site said that the 3rd payment was over {$500.00} instead of the {$63.00} it was supposed to be in my repayment agreement. Initially I had sent an email request, the first one on XX/XX/2018, through the site multiple times to address the issue with no response. It was difficult for me to find time to call due to work schedule. Finally on XX/XX/XXXX I was contacted through email by a XXXX agent named XXXX, who offered no help and told me all I could do is put in a forbearance or deferment request to fix my late account. At this time she stated my past due was {$630.00}, which was XXXX incorrect bill of over {$500.00} and XXXX of {$110.00}. Finally in XXXX I was able to get someone who did more than just stat my bill was due. After going through everything she realized there was a billing issue and advised to place a deferment on the account backdating to the XXXX bill to essentially removed the due amount, and begin fresh the next month on the {$110.00}. Towards the end of the call the phone line went dead, at this time I assumed that the order was put in and my account would be fixed. Once XXXX came around nothing had changed on the account and it was still past due for upwards of {$900.00} at this point. I called back into XXXX, explained everything, and after working with a service rep who called multiple departments including Billing to verify that the issue was on their end, she essentially said that the billing department recommended to put in a forbearance, to fix the account backdated to XXXX, to clear up their issue, and start it back at the {$110.00} payment. Originally I was opposed to this idea because during the forbearance, interest would still accrue and that wasnt fair to me, but they said it was all they could do, instead of just fixing the amount due for XXXX. So the rep put in the request for an administrative forbearance, to cover from XXXX to XXXX, then did a normal Forbearance to clear up to XXXX. No idea why all the way to XXXX, but I just took the solution and left it at that. In XXXX, XXXX reported to all Credit company 's that I had a missed/late payment in XXXX. This is showing 9 times for the 9 different student loans on the account. Since then I have submitted multiple disputes both directly to the credit bureaus and, after contacting XXXX multiple times, submitted the dispute form sent to me by the service agents directly to the XXXX  credit department. Every time it comes back as resolved and with no changes. Recently I have spoken to 2 supervisors at XXXX who went through my account and all the notes and both told me that there WAS an error on the account and they were going to submit an email/form to the credit department at XXXX end to reexamine and remove the late payment. Today I received yet another email stating that they were not changing what had been reported. Now I am filing complaints against XXXX to hopefully get this resolved as THEIR messup is costing me tons of interest and keeping my credit score low showing 9 missed payments. Almost all of the documents on my account showing any responses, requests, or my initial loan terms, has been removed from my account as well, so I can not download most of the proof, except what I currently have available in my email. I'm attaching the forbearance letter clearly showing the Administrative forbearance put in to resolve their mistake, the confirmed receipt of my first contact attempt, as well as the first email I received showing my attempt to resolve well before the XXXX resolution.

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