Consumer complaint received 2020-01-13
Company: Experian Information Solutions Inc.
State: NM
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:
On Friday XX/XX/XXXX, I spoke with a customer service representative at XXXX, the company contracted to service my student loan account, about some suspicious changes to both my student loan account history and personal credit report. 

It appears that XXXX reported my loans Paid in Full on or around XX/XX/XXXX and closed the two accounts that were previously included in my credit history. This change caused my credit score to drop XXXX points between the two closed accounts. 

When I logged into my XXXX account and checked my account history, it appears that XXXX has recently updated my account in several key ways : -All capitalized interest is reported as {$0.00} dating back to XX/XX/XXXX. This has not been the case for the past two years and six months. Interest had been accruing on the account. 

-My loans appear to have been retroactively consolidated with the reported date of consolidation as XX/XX/XXXX. I did not request this consolidation. 

-There are several newly reported payments recorded in XXXX that were not made by me. I stopped payments to XXXX in XX/XX/XXXX after realizing that my payments and overpayments were not being applied in the way I intended, which was to pay down the principal and not be applied to future payments. 

When speaking with the customer service representative, I asked her Who initiated the consolidation of my loans in XX/XX/XXXX? She told me that I had requested the consolidation of my loans, digitally. I asked her what she meant by digitally. She explained that I submitted a request through my account. I asked if that request should show up in my account inbox under the tab Documents You Sent to Us, and she told me it should be in that tab. But there are no documents in that tab, because I never requested the consolidation of my loans verbally, digitally, or otherwise in XXXX. I know because in XX/XX/XXXX I learned for the first time that I wasnt alone in the overwhelming Navient scam. I have remained in forbearance since that time because XXXX has refused my requests to remedy the misallocation of my previous payments. I did not request a consolidation in XX/XX/XXXX and my account history prior to recent erroneous changes listed previously did not indicate any consolidations. 

The XXXX representative I spoke with explained she was sending me a Fraud package for me to complete and upload to my inbox along with a copy of my credit report to initiate a XXXX  investigation. This package was never sent to either my personal email or my XXXX account inbox. My credit is still damaged and has prevented me from purchasing an affordable vehicle which I need in order to become gainfully employed and afford to pay my student loans. 

XXXX continues to demonstrate flagrant disregard for its obligations as my student loan servicer and continues to cause irreparable damage to my financial well-being and my consumer credit.

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