Consumer complaint received 2021-07-19
Company: Experian Information Solutions Inc.
State: MA
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: Their investigation did not fix an error on your report

Complaint:
Dear Credit Reporting Agency, This is one of my many attempts to have you guys help me in correcting this mistake on my credit report. For the past 6 months I have been sending proof to you guys as well as this creditor, to dispute this item and remove it on my credit report. You guys have completely abandoned me and failed to even properly investigate this issue. Not only have you guys disabled my ability to redispute this item, but after my many attempts to address this issue, you guys continuously update my report incorrectly despite all the times I or the credit repair company have tried to provide you with all the evidence. If you go into my account, you will see all the multiple times you guys have reported that the item was confirmed, however I am sending paperwork again to you guys to prove that not only is it not correct, but you guys have been allowing XXXX to incorrectly report things on my credit report. Although I had provided proof to you guys plenty of times, I am hoping that hopefully this time you guys will see your fault and Navients fault and remove this item off my report. This account was paid in full and should have been closed and removed since XXXX. Even after providing you guys with documentation and proof, you guys still allowed XXXX to update incorrect information again around the end of XXXX. 

This issue has been ongoing since XXXX XXXX has had way over 5 months to handle this issue. XXXX had reached out to me about settling back in XXXX. I had just had my XXXX child and on maternity leave, was not working due to the pandemic, and had 3 children home from school because of school closure, which made my finances even more difficult. I explained to them that I did not have money, and they said that this offer would only be good if I was able to pay by XX/XX/XXXX. I called XXXX to request a lower settlement amount, and or an extension, and XXXX denied that to me. They pressured me into making a payment by the end of XXXX. XXXX did not hesitate to turn me down for a lower settlement amount and even an extension. After struggling to save up the funds to pay off this loan for a school that had filed for bankruptcy before I was even able to finish my degree, they took the money and told me they would hold it for 30 days to confirm that the funds were available, and they would update my account and remove it from my credit report. I have been calling at least 4 times a week to ask why we are now in XXXX, and XXXX is actually reporting that I am STILL delinquent, and the account is charged off. I have been disputing this item with you guys and you guys have completely failed to advocate for me and investigate properly. After getting denied 3 times for a home loan and 2 times for a car loan, as a single parent, it made me feel abandoned. How can XXXX take my money then do nothing about correcting this information. How can you not even investigate this seriously. I got so fed up, that I had to create a Navient portal account to see if I can track down the problem myself, and it was right in front of me. I had to send you guys information from the XXXX portal and my credit report to show you guys that what I have been disputing was correct. Not only did XXXX not hold themselves up to their end of the agreement, but you continued to allow XXXX to report incorrectly. XXXX and you guys have been reporting incorrectly since XXXX XXXX. I was being reported as an account that was in negative status this whole time when I did my part. You have proof of my payment. Why would you continue to put me through this headache when it is just simple ... delete it. I have paper trails of everything. XXXX has calls that are recorded. XXXX presented me with an agreement, which I did my part before it was due. Now you guys are dragging your feet. This is ethically and morally wrong. I am hoping that I can be helped asap. This is causing so much hardship for me and my family, I can not even begin to explain. Please help. 

Thank you, XXXX XXXX

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