Consumer complaint received 2022-12-02
Company: Experian Information Solutions Inc.
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
In XXXX, when I obtained my credit reports from all 3 credit bureaus, I noticed there were 4 late payments that were reported on the XXXX XXXX XXXX I obtained for my son in XXXX to continue schooling at XXXX XXXXXXXX XXXX in XXXX, Maryland. My account has been in forbearance since the loan was opened in XXXX. There were no payment arrangements made, nor did I know of any payment amounts that were due monthly since my account was still in forbearance. The original loan was from XXXX which had been transferred to XXXX. I called XXXX and spoke with XXXX and XXXX XXXX they both said they could not give me their last name. Both said " I was correct '' and that " I was never late '' because my account was in forbearance. I asked if they could contact the credit bureaus and have them " delete '' the 4 late payments and they said they would have another department handle. Months later, I received my credit reports again from all 3 credit bureaus and the lates remained on my credit reports. I starting disputing the late payments with all 3 credit bureaus and after all of their investigations, the late payments still remain. In XXXX, I called XXXX and spoke with XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. After speaking with XXXX, she agreed and said looking at my account from XXXX and what they sent XXXX, I " was never late '' and that my account had been and still is in forbearance. I asked her if she could send me a letter, on XXXX letterhead, stating what she saw and said to me, that " I had never been late '' so I could send the letter to all 3 credit bureaus so I could get the late payments deleted from my credit reports. I also asked if she could email me the letter so I could get it fast and not through the slow mail. She said she would and that I should receive it in 24 hrs. so I gave her my email address. After several days of not receiving it, I called XXXX to speak with XXXX and was not transferred to her, so when I asked for her again, I was immediately transferred to XXXX, a supervisor. XXXX advised me that XXXX would not be sending me a letter because she was not allowed to send such a letter. When I asked XXXX for the letter, she said no letter would be sent because I was late. I had to explain all over again that I had not been late, that my account was and has been in forbearance since XXXX and that I was never notified of payments that would be starting and also, what the monthly payments would be. She refused to contact the credit bureaus and have them delete the 4 late payments. I started disputing the late payments on my credit reports over and over again and I asked them to please have XXXX  send them to show " what the monthly payments were '', " how many payments had I made '', and " when was I ever late ''. I mentioned to the credit bureaus that if XXXX could not prove to them this information, to please " delete '' the late payments on my credit reports. The lat payments on my credits " are not accurate '' and should be " deleted ''. 


They also said, on two occasions my account was taken out of forbearance and payments were to start. I explained to them that I was never contacted that my account was being taken out of forbearance and payments were to start, and that I did not know,

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