Consumer complaint received 2020-03-13
Company: Experian Information Solutions Inc.
State: PA
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
There continues to be inaccurate information showing up on my Experian credit report related to ALL 4 of my  XXXX  student loans in XX/XX/2020, the report narrative lists that zero progress has been made towards paying off the loans ( despite payment history being accurate ) and also states that this lack of progress negatively impacts my score. 

I verified with XXXX  directly ( via phone & in writing ) that they provide specific data points to Experian which COULD be used to support a calculation of " progress '' but not the % figure itself, meaning it must be calculated by the bureau itself, see their response below : ***** XXXX Department of Education  XXXX XXXX currently services your three Direct Stafford Loans and one Direct Graduate PLUS Loan. We report student loans individually to the consumer reporting agencies. This reporting is consistent with industry standards. If you have an account with multiple loans, youll see each loan reported with its own tradeline. Simply put, a tradeline is a descriptive summary of a particular loans history and status. 
Tradeline information can include : Name of the company reporting the account Account open date Account status ( open, closed, past due, etc. ) Balance owed Payment history Narratives We report student loans as installment loans to the consumer reporting agencies in accordance with industry standards. The standard for reporting the original loan amount/highest credit information is to report the original loan amount which is the total of all loan disbursements. We do not report a credit limit. 
Questions about specific factors impacting your credit score should be directed to the consumer reporting agency from whom you obtained the score. We do not produce credit scores. Credit scoring methods are proprietary to the companies that produce them. 
**** My problem is as follows : Experian dispute process is highly inflexible and not customer friendly, because of a past ( valid ) dispute related to my student loans I can not open a new dispute file only append new evidence to an existing dispute ( completed week beginning XX/XX/20 ). However I have received NO confirmation of receipt of my submission and no new status / communication is evident via my online account. 
Further despite >10 attempts it appears impossible to connect with a human being via their IVR system if you are a not a paid monthly subscriber to their credit watch services ( which seems like a situation which must breach multiple rules RE transparent reporting ). As a result I have no way of verifying whether Experian is looking into this issue to correct, the same applies to 2 hard inquiries showing up on my report that have expired ( based on 2 year rule ) but are still showing on my XX/XX/2020 report. 

I would appreciate any help with a ) solving these specific reporting issues, and b ) any more general feedback that can be provided to Experian that an improvement to their customer service accessibility is sorely needed. These sorts of barriers to access to specific credit information are really unacceptable. 

Thank you

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