Consumer complaint received 2018-02-01
Company: Experian Information Solutions Inc.
State: CA
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:
I had a loan with XXXX XXXX as I attended XXXX University. I have a total of 10 loans that remained deferred until XX/XX/XXXX. As I neared the end of deferment i looked for alternative way to defer as I was unable to make the minimum on the 10 loans that had been issued. I was denied any additional deferment. I remained in constant contact with the company and was very clear that I intended to stay in good standing with my account. I was offered a consolidation, I was assured that this would lower my payment and keep my account in good standing. 

I began the process and remained in constant contact in order to have understand where in the process I was and to ensure my account was in good standing. In XX/XX/XXXX I was instructed that I would need to make a payment in order to remain in good standing as the process had taken longer than anticipated. I did so believing that up until this point I had done everything in power to remain in good standing, as this is the information that i was being given. My Payment in XX/XX/XXXX was processed and the consolidation was processed in XX/XX/XXXX. I began to make the payment to the newly consolidated loan also to XXXX XXXX and have done so without delay and am current and in good standing. 

Fast forward to the present. I recently applied for a home loan and was informed that my credit score had dropped 130 points due to the reporting of each of my 10 loans being reported as 90 days past due. I was told that I was in good standing and doing everything that was asked of me. I was very deliberate in asking if my account was in good standing. My purpose was to avoid exactly what I am going through now. I was told in XX/XX/XXXX that I needed to make a payment which I did. I was never made aware that this was an issue. On the contrary I was made to believe that my account was in good standing and that I was doing everything necessary to keep it as such. Now I am being told that the burden falls on me because I can not prove that I was given incorrect information. 

I contacted XXXX XXXX XXXX and was passed from department with no resolution in sight. The supervisor that I spoke with on XX/XX/XXXX was rude and treated me as if I was bothering her and she had something better to be doing. I was told that the records do in fact show that I was in contact with XXXX XXXX throughout the entire consolidation process. It also shows the payment that I made in XX/XX/XXXX as I was instructed to do so to keep my account in good standing. I was told by a supervisor that they communicated the information via email and although there was no record of me being informed that my account was in jeopardy of becoming in a negative standing that the burden fell on me. Ultimately my credit score suffered and has made difficult to purchase a home. I should not be held responsible for the incorrect information I was given and have to burden the negative impact that this now has on credit score due to what has been reported to the credit bureaus. To clarify I am disputing all the loans that were furnished by the XXXX XXXX were 90 days past due as of XX/XX/XXXX as I was given incorrect information throughout the consolidation process.

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