Consumer complaint received 2019-05-04
Company: Experian Information Solutions Inc.
State: KS
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:
On XX/XX/XXXX, I disputed student loans with Experian citing that they were too old to be on my credit report. XXXX has reported to the credit bureaus that the last payment they received from me was XX/XX/XXXX. I stated that no payments were made in XX/XX/XXXX and I even had a copy of my XX/XX/XXXX tax return showing {$0.00} paid in student loan interest. 
The information came back verified as correct. 
I contacted XXXX myself through their website on XX/XX/XXXX asking for my payment history. After filling out the form it said I should receive payment history in 5-10 days ( not business days ) by U.S. Postal Service.

Almost 3 weeks pass and I still don't have anything. No mail and no e-mail. 
So I called XXXX on XX/XX/XXXX and the phone system said my social security number wasn't in the system. I waited and was transferred to a representative who told me that my student loan had defaulted and that I was to contact the collection agency. 
I told him that I was waiting for my payment history and he repeated that I needed to ask the collection agency. 
So I specifically asked him if all of the paperwork gets transferred when they close the loan and send it to collections. He said, " Yes, everything gets shipped out. '' But apparently my information is still in their system otherwise how does he know the status of my loan? 
According to my credit reports, XXXX closed the loans and transferred them back to the Department of Education, and then 3 years later, the Department of Education marked them as closed and sent to collections. 
How would XXXX know what the Department of Education has done with my loans? 
Also, XXXX 's website states that if you want a detailed transaction history that covers the life of your loan while serviced at XXXX, you may request that a complete Payment History be sent to you from the Payment History page. 
After clicking on the Payment History link, it takes you to a page that states : For detailed history that includes financial transactions that occurred during the time your loan ( s ) were serviced by XXXX, you can request a Financial Transaction Summary be sent to you. To request a history of financial transactions that occurred prior to the time your loan ( s ) were serviced by XXXX, call us at XXXX. 
No where does it state that once a loan has defaulted that I am no longer allowed access to this information or that they XXXX will no longer have it. It also says when your loans WERE serviced by XXXX. Past tense. I believe they do have this information but aren't giving it to me. 
I did contact the collections department on XX/XX/XXXX as well. This was the collections website the NSLDS gave and they never answered me either. They updated the collection agency information but they too just let me figure it out for myself that they just weren't going to answer me. A simple e-mail stating who to contact would have been simple and courteous. 
Yes, I contacted the collection agency that is supposed to be the current servicer through their website and no acknowledgement yet. 
But why should I have to jump through a bunch of hoops to get information that I am legally entitled to? The information that XXXX has furnished to the credit bureaus is what they are basing the default date on as well as the date of first delinquency. I also believe that my loans were transferred to XXXX in XX/XX/XXXX. My XXXX  credit report stated that my Direct Loans owned by the Department of Education were closed XX/XX/XXXX. Under remarks it said, " Transfer ''. Then the Department of Education was listed as having them until XX/XX/XXXX after which it showed XXXX owned them until XX/XX/XXXX. Why would the Department of Education need to transfer loans to themselves? After I disputed these accounts, someone went back and changed my remarks from XX/XX/XXXXand removed the " Transfer '' comment and moved " Transfer '' over to all my accounts that were closed in XX/XX/XXXX. 
Since this information came back as verified as correct, I would like to know what method of verification was used as is my consumer right under FCRA Section 611 ( a ) ( 7 ). E-Oscar verification is insufficient. How could XXXX have verified this information was accurate when the representative told me that all paperwork shipped out? All he could tell me was it was in default status. Also, who authorized someone to go back and make changes to my XXXX  credit report from XX/XX/XXXX and XX/XX/XXXX? 
The only way I would be able to clear up when XXXX actually serviced my loans and payment history is if they send me the information I asked for. If I am no longer in their system, then how is it I was able to login to my account and ask for the payment history to begin with? 
Each agency sends me on a wild-goose chase to get it from someone else. The Department of Education won't give me a payment history either. I've asked everyone and no one will comply with my requests.

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