Consumer complaint received 2021-01-03
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 have been a customer with XXXX  ( previously XXXX XXXX ) throughout my XXXX and XXXX XXXX. In XXXX, I was able to pay off in full several of my private student loans and moved all of my federal student loans to another loan servicer. This left me with three private loans at XXXX. My monthly payments to XXXX are close to $ XXXX {$1500.00} a month, sometimes I can only come up with the payments for two of the loans and the third, highest of them, is a struggle. When I know that I won't be able to pay that month, I will call XXXX  customer service to talk to them and they have historically ALWAYS said the same thing, that I must let the account go into default before they can put me on any kind of plan ( usually retroactive forbearance ). In XX/XX/XXXX, I was struggling to come up with the highest loan payment due to supporting my mother after a XXXX XXXX, as well as a XXXX XXXX for my XXXX. I spoke to a customer service representative at XXXX who advised to let my loan default and then call back. I called back after 40 days late to see if they could get me caught up and they said that if I still couldn't pay anything to get on the plan, I should call before the end of the month so that there wouldn't be anything reporting to the credit bureau. On XX/XX/XXXX, I called and paid {$680.00} ( {$560.00} went to interest and {$110.00} went to 'fees ' ) and set up an auto-debit. The customer service representative I spoke with informed me that the late was not reported to the credit bureau. Since then, I have been paying on time on all private loans with XXXX  with the exception of two approved 30-day " DISASTER-RELATED FORBEARANCE '' requests in XXXX and XXXX because my husband has been out of work due to the pandemic since XXXX. I support a family of XXXX ( myself, husband, XXXX kids and my XXXX mother ) and do my best to prioritize these payments and communicate with XXXX as well as follow the advice they provide. I started to monitor my credit score and saw that it was severely effected by a XX/XX/XXXX late reporting at all credit bureaus, which I was told on multiple occasions hadn't happened and wouldn't happen. When I called XXXX and asked that this be corrected, the customer service representative advised me that they can't do that and that I was given misinformation by both previous cust service reps. Over the decade of working with XXXX XXXX - I have gotten " misinformation '' many times and it has been devastating to my finances and ultimately the quality of life of myself and my family. I owe over $ XXXX to XXXX and my original loans were under $ XXXX, so they are making a lot of money on my payments, I feel that the misinformation provided repeatedly ( I was told the same thing in XX/XX/XXXX - the loan " had to '' default before they would allow me a forbearance to catch up, reporting on my credit as 90 days late ) is intentional and vague so that they can continue to profit, compounding interest into the principle. I've attached statements and letters to verify dates and acc, but as all the ( mis ) direction and guidance was via phone, only XXXX would have those recordings.

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