Consumer complaint received 2022-08-01
Company: Experian Information Solutions Inc.
State: WI
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 submitted a claim to this bureau in XXXX, XXXX. I just received a response today that my complaint has been closed. It wont let me open up a new complaint on that account. XXXX has reported me 90-119 days late on XXXX accounts. I have disputed this issue with them, and they claim that I was already XXXX days late at the time of recertification of my XXXX program. I informed them that every time that I have logged into my online account, it stated that I was in the XXXX plan and that no payment was due on my account until XXXX XXXX told them this and sent pictures showing my online account. They said they updated that after receiving my XXXX  recertification. Which was impossible, because I had not sent it in yet. After disputing this with XXXX and XXXX XXXX, they sent a letter stating that they had used the XXXX  recertification that I completed through student aid.gov on XX/XX/XXXX while applying for student loan consolidation. That would be fine, but the date still had not changed and updated like they had said. I had also sent one directly to them and when I called a week later, after I had sent it on XXXX XXXX, they said that they were still processing the application and the original date online stating that my payment was not due until XX/XX/XXXX was still in there. After finally processing my application, the date changed on my online account and it now stated that my next payment was not due now until XX/XX/XXXX a year later than the original picture that I sent in showing my account and the account that they said they updated after I filled out the consolidation application on student aid.gov. This loan consolidation still has not been processed and they used that recertification immediately to say that I was already XXXX days late when completing the new recertification. Even though my online account never showed that. XXXX also including a picture of the date of the application completed on student aid.gov along with another full application completed that I did not consolidate with, because servicers were still waiting on guidance on how to deal with the loan consolidations of possible XXXX and XXXX loan forgiveness programs and I was told to wait a little bit longer so that I didnt lose any options of possible forgiveness. So that student loan consolidation was completed on XX/XX/XXXX within a month before XXXX claims that my recertification was set to expire and I needed a new one. Why did they not use the IDR recertification submitted with that application as well like they did in XX/XX/XXXX while claiming that I was over 90 days late on my XXXX accounts? It clearly shows in the student aid.gov site where I completed both applications and submitted them, including the use of the IRS data retrieval system. In the last 8 months, I have filled out XXXX XXXX  recertifications and yet they report me late, and demolishing my credit by XXXX points lower! On student aid.gov it said before I even applied for consolidation that my XXXX was good until XX/XX/XXXX and I was not due for recertification, it also stated later that recertifications were being extended out and no recertifications would be due until XXXX of XXXX. All of my loans are either XXXX loans or Direct loans, of which I originally qualified for the moratoriums and the XXXX percent interest. On student aid.gov it shows XXXX percent on the loans serviced by XXXX, but on XXXX they say Im being charged interest and after speaking with them, not online, because that said none were due, but they told me that I was 90 days past due after I saw it on my credit report. I have not changed or done anything to even XXXX of those loans. So they have an XXXX  from both of my student loan consolidation requests, and it showed not due, but now XXXX late? Why would they wait 90 plus days to report me late but the months prior they reported me current? Instead they reported nine accounts 90-119 days past due in one false swoop for a whopping 27 missed payments, without any time to react to their original claim of 30 days or 60 days past due. At least I could have straightened their records out at that point and proven that I sent in the XXXX on XX/XX/XXXX before it expired in XXXX. So between the XXXX XXXX recertifications XXXX erroneous online account information that they say they changed after receiving the application which it did not reflect that because when it did, it was a year later, the not reporting me late to the credit bureaus until what they deemed 90 days past due, and the probability that I still qualify for the moratorium on my accounts, I just want my credit report updated to show no missed payments, current and a history of no missed payments like it was before this situation took place and they hit me with XXXX missed payments on the XXXX accounts. This is the right thing to do. Even if they could explain XXXX of the situations, they cant explain all of them. I just want them to fix the mistakes that they made reporting me as delinquent, abd make me current. I am current with them now, but my credit report needs to reflect the corrected information. No one seems to actually investigate the situation or the proof that I have enclosed and they just keep giving me blanket responses that are riddled with errors and misinformation. Thanks for your time and consideration involving this very important matter and hopefully we can fix it. Im downloading the pictures and information that I have proving their claim to be incorrect and proving mine to be correct. Even if they could explain one issue, there is no explanation for all of them.

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