Consumer complaint received 2020-01-05
Company: Experian Information Solutions Inc.
State: TX
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:
On or about XX/XX/XXXX, I had contacted XXXX  to change the autopay on the single student loan I had with the organization, as I had fraud on my previous checking account. Upon contacting the organization, a call center rep setup login credentials for me with XXXX. Upon logging into XXXX, I noticed that there were 6 different student loan accounts with XXXX in my name, as opposed to only 1 student loan that I had authorized. I stated that these were not my student loans and I wanted to know how to address these. I spoke with another XXXX employee and stated I did not recognize these loans and wanted to get copies of the Master Promissory Notes for each of these 5 student loans that I was disputing. 
I filed a Police Report for personal identity theft with respect to these loans on XX/XX/XXXX. After a couple weeks passed, I contacted XXXX again as I had not received the loan documents I had requested. This XXXX agent stated that there was no record of me requesting the loan documents. I again submitted another request for these loan documents so that I could verify that these loans were, in fact, not mine. Upon receiving these loan documents on or after XX/XX/XXXX, I reviewed the documents and confirmed that these loans were not mine, that I had not received any funds from XXXX for these loans, and that the signatures on these loans were not mine. I contacted XXXX and asked to file an Identify Theft Report to dispute these loans. 
A XXXX  employee names XXXX was assigned to handle my identity theft / fraud complaint. I provided an Identify Theft Affidavit to XXXX on or about XX/XX/XXXX per their request to continue the investigation. Later I was asked to provide multiple pieces of information to support this investigation with XXXX, which I had provided each time I was asked. These included billing statements from the university that I attended during the XX/XX/XXXX-XX/XX/XXXX time frame when the loans were taken out, multiple verbal statements taken by XXXX regarding these loans, as well providing contact information for the county prosecutor agency whom was investigating these fraud instances. 
During this time frame of the investigation into these fraudulent loans, when the loans had been placed into an administrative forbearance ( to investigate the fraud ), I had received multiple phone calls from XXXX stating that I needed to make payments on these loans, otherwise, XXXX would report these loans as delinquent to the credit reporting agencies. I specifically told the agents who called me that these loans were fraudulent and that they were being investigated by their own internal fraud department, however, the agent stated they could not find anything to that effect. I stated that these were not my loans and I have never made a single payment on them, nor would I due to them being fraudulent, the agent stated that they would be submitting these loans as delinquent to my credit reporting agencies and I would be impacted as a result. I had to call XXXX fraud team, spoke with XXXX, and stated exactly what the collection agent at XXXX had stated. XXXX had confirmed that the loans were in an administrative forbearance and that nothing negative would be reported on my credit, other than the loans would still be listed on my credit until the completion of the investigation, and the status of the loans was current. However, I received notice on XX/XX/XXXX from a credit report that XXXX, in fact, submitted trade lines to my credit reporting agencies, stating that these loans were past due. At the time I was submitting a loan application for a mortgage and this negative tradeline would have cause me significant financial harm due to the negligence of XXXX. 
XXXX, on or about XX/XX/XXXX, stated that they completed their investigation, and claimed that they had received a phone call on or about XX/XX/XXXX, stating that a person claiming to be me had called their organization and made a payment on these loans. I told the XXXX fraud investigator, XXXX, that I did NOT make any payment on these loans, and I did not authorize these loans. XXXX stated that there was nothing further that XXXX would do and that they are considering me responsible for these loans. 
To date, XXXX has not spoken with the police agency or the county fraud investigator assigned to my fraud case. Currently, XXXX is sending me documentation stating that these loans are my responsibility and that they are currently past due and require payment.

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