Consumer complaint received 2025-05-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: PA

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint against XXXX, my student loan servicer, for engaging in unlawful, deceptive, and abusive practices related to the servicing of my student loans. I believe their actions are in violation of the Fair Credit Reporting Act ( FCRA ), the Consumer Financial Protection Act ( CFPA ), and provisions of the Higher Education Act of 1965.

Allegations : 1. Deceptive Forbearance Steering Navient repeatedly placed me into forbearance or deferment without my informed consent, even when I qualified for Income-Driven Repayment ( IDR ) plans under the Higher Education Act. This mirrors conduct outlined in the CFPBs 2017 lawsuit ( CFPB v. Navient Corp., Case No. 3:17-cv-00101 ), which alleged that XXXX systematically steered borrowers into forbearance to maximize servicing revenue violating CFPA 1036 ( 12 U.S.C. 5536 ).

2. Failure to Inform About IDR and PSLF Options I was misled or not informed at all about IDR and Public Service Loan Forgiveness ( PSLF ), which delayed my enrollment and caused me to lose qualifying months. This behavior contradicts servicer obligations under the Higher Education Act, specifically 20 U.S.C. 1083 ( e ) ( disclosures to borrowers ).

3. Inaccurate Credit Reporting Navient reported false delinquency information to the credit bureaus, including a 90-day late mark during a period when my account was listed as current. This violates the FCRA ( 15 U.S.C. 1681s-2 ( a ) ), which prohibits furnishers from reporting information they know or have reasonable cause to believe is inaccurate.

4. Failure to Conduct Reasonable Investigations When I disputed the inaccuracies, XXXX failed to conduct a reasonable investigation or correct the errors, violating FCRA 1681s-2 ( b ). I have previously submitted disputes with no satisfactory resolution.

5. Lack of Transparency and Servicing Errors My payment records are inconsistent, interest has been miscalculated, and my questions to XXXX representatives have been met with contradictory or vague answers, further contributing to mismanagement and borrower harm. 

Impact on Me : These practices have caused me : Financial harm due to inflated interest and delayed forgiveness Emotional distress Credit score damage due to inaccurate negative reporting Loss of time and opportunity while trying to correct these errors Requested Resolution : I am requesting the following actions : A full investigation into Navients servicing of my student loans Correction of all inaccurate payment history and credit reporting Review and retroactive application of IDR/PSLF credit where eligible Immediate cessation of deceptive or illegal practices Compensation for financial harm caused by these violations Please confirm receipt of this complaint and let me know if you require any supporting documentation, which I am happy to provide.

Thank you for your attention to this serious matter. I am seeking relief and accountability under the FCRA, CFPA, and all applicable borrower protections. 

Sincerely, XXXX XXXX

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