Consumer complaint received 2017-11-26
Company: Experian Information Solutions Inc.
State: OR
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:
Sunday, XXXX XXXX XXXX To Whom It May Concern : I called XXXX the beginning of XXXX XXXX to ask them to pull my private student loan from auto-pay because I had some medical bills crop-up that needed to be addressed, and was not able to make the payment that month. I had asked for a one-month XXXX. While on the call, they could remove it from auto-pay and grant the XXXX over the phone. I accepted the terms and received an email confirmation of this. They advised me to call back in a month to re-enroll in the auto-pay, so that I could get it back on track. I then called back on XXXX XXXX and spoke to XXXX # XXXX at XXXX to discuss the status of the loan and that I would need a little extra time before getting the loan back into auto-pay to continue making payments in a consistent and timely matter. The rep said that the XXXX had never been put into motion from my previous call to XXXX in XXXX and was showing XXXX days late. She said that if I scheduled a payment of {$51.00} that they would reinstate the XXXX that I initially tried to get and would bring the account current and not report to the credit bureaus as a late. The rep stated that I would have until XXXX XXXX, which is the date that my payments are due every month - to call back and make the next payment and or re-enroll in the auto-pay again. I accepted the same terms again, noted the communications I had with her and made a reminder to call back on or after XXXX XXXX. Upon calling XXXX on XXXX, by speaking with the rep XXXX, # XXXX, I had discovered that the loan was now XXXX+ days late since both reps I had previously spoken with were negligent, and did not give me the proper information, and that I had no XXXX time to use to begin with, and yet however the {$51.00} payment I had made to bring the account current was still extracted, and now owed XXXX months worth of payments due. I was infuriated by their neglect and mis-information, so I asked to speak with a manager in their department. I was patched-over to XXXX XXXX, # XXXX. I explained the entire situation as noted above to the manager, XXXX. After looking at my file - XXXX stated that there were discrepancies due to misinformation that was provided by both the reps that I spoke with back in XXXX, and XXXX, and that the fault was on their end. I filed a complaint with the manager. She stated that the state of the account was very close to being reported to the credit bureaus but will push the complaint through, and would reach-out to their retraction department to retract the information that is being sent to the credit bureaus, so that it would n't hurt my credit rating / report. She stated that this process takes about 3-5 business days, and that they would call me to follow-up once it had been completed. About a week or so later, I had never heard from their department, so I called back again and asked to speak with XXXX and she was not available. So, I explained the situation to the rep on the phone - XXXX # XXXX, and she considered the account and confirmed that the account was now showing as current and that they had retracted the late remarks that were showing-up on my credit files. About a few days later, I noticed that they in fact, had been removed and that my credit file was again in good standing. I then assumed that everything had been straightened out, and would then continue to make my normally scheduled payments. 

I had to call XXXX on XXXX - to discuss my federal and department of ed loans, and the rep on the phone stated that my private loan was showing XXXX+ days past-due. I was baffled because I thought that I had worked all this out as noted above. I then proceeded to discuss my federal and XXXX loans while on the phone before being transferred to the collections department for the private student loan matter. I had re-explained the entire situation yet again to this rep, and was furious because I thought that all of this had been worked out. I asked to speak with the previous manager that I had been speaking with, XXXX XXXX - who again was not available. They put me in touch with another manager in the department, XXXX XXXX - # XXXX. I had to explain the entire situation to him as well as it seems that they do not document anything. This manager was very rude, and did n't seem to care about any of this and sounded as though he just wanted to be off the phone with me. I had to get very stern with him because I felt as though he did not want to help - and had to keep reiterating the situation, and came to find out that he acknowledged the {$51.00} payment on XXXX - and the following full payment I had made for XXXX, and that they had all the previous information from my calls in their system. He acknowledged wrong doing on their part from all reps that I previously spoke with. He stated that by now - the loan should have re-entered auto-pay and should be current but that there was some issue or conflict with the auto-pay and retractions to the credit bureaus, but that the errors were all on their end and would need to be fixed, and that he had to contact another XXXX in his department to get it all cleaned up. He stated that that XXXX was in a meeting and he could not reach them, but that they would consider it as soon as they can and get it cleared up yet again and do everything that they could to prevent it from report to the credit bureaus because it was their fault. He said that I could expect to hear back from them in a few days, which I never did. 

I received a notification from Experian that my credit rating had dropped 50+ points due to my XXXX Private Student loan account being XXXX+ days late showing from XXXX. I am certain that this has everything to do with all the issues that I have been having over the last few months regarding the situations noted above. And I am confident that nothing has been done about all the errors that are being made. I will be reaching out to Experian to dispute this, and will be calling XXXX this upcoming week to file another complaint, however am not confident that they will do anything to help me at this point. I am hoping that by reaching out the CFPB, something can be done to pressure XXXX into clearing all this up, so that I dont keep suffering from their errors and misinformation that is being given to me. I am asking that they ensure that the credit reporting that is erroneous be retracted, as well as consider the {$51.00} payment that was made for no apparent reason and possibly be refunded to me, since it did absolutely nothing to remedy the account. Overall, it is very concerning to me that I pay this company every month to satisfy this loan and they cant seem to get it together and help their borrowers or fix their mistakes, none the less follow up with me - and I am the one who gets the brunt of it. Please help me get this resolved. 

Thank you, XXXX Borrower

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