Consumer complaint received 2020-05-17
Company: Experian Information Solutions Inc.
State: VT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
Some time in XX/XX/2020 I placed a call to XXXX inquiring about an education loan that was showing up on my credit report. I gave XXXX my information and they were unable to locate an account. The representative was able to locate an account when I gave my social security number but nothing else matched. I was told I would receive paperwork in the mail and to fill it out and send it back. On XX/XX/XXXX, I sent back to XXXX the completed form, with copies of supporting documentation such as my social security card, my driver 's license, etc. 

I heard back from XXXX on XX/XX/XXXX asking for a copy of my high school diploma. I got in touch with my high school and all they were able to do is provide me with a copy of my transcript. Being as that I graduated high school 16 years ago, my high school is unable to re-issue a diploma. Further more, it is not something that they make in-house and would have to find the business that they worked with 16 years ago to produce another diploma. They assured me it was a certified copy and that it should serve whatever purpose I needed it for. I sent a copy of the diploma to XXXX on XX/XX/XXXX. 

On XX/XX/XXXX, I received a letter that XXXX was unable to verify my claim of identity theft and that the loans were mine. The reasons they gave were that I requested deferments/forbearance/consolidation/forgiveness, and submitted correspondence acknowledging responsibility for the loan. 

On XX/XX/XXXX, I responded requesting evidence and documentation of these requests for deferments/forbearance/consolidation/forgiveness, and copies of any and all correspondence I have submitted that acknowledged my responsibility, and payment history, dates and and amounts of any and all payments made on the loan. I also requested description of the procedure XXXX used to determine thevalidity, accuracy and completeness of the student loan such as the school name, address, name of person contacted, and telephone number. 

On XX/XX/XXXX, XXXX sent a letter stating that they were unable to confirm my claim of identity theft/forgery for the following reasons : requesting deferments/forbearance/consolidation, not receiving requested documentation to substantiate claim, and that I expressed interest in enrolling in alternate repayment programs. 

I need help. It seems like XXXX is looking at me as a person with a genuine and legitimate concern. I only receive form letters saying the same thing over and over. I have sent everything they have requested but there is no acknowledgement of these documents. The loan does not belong to me and I need help just getting them to listen and look at all the evidence I have provided. I was not even in US during the times XXXX said these loans were borrowed.

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