Consumer complaint received 2025-04-19 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: EQUIFAX, INC.
State: TN

Complaint narrative:
Like many others, I was suddenly notified of delinquent student loan payments when my credit score dropped without warning. On the day I received the alert, I took immediate action. I was not even aware that I currently had an active student loan, so I logged into my FAFSA account to investigate further. This led me to my loan servicer, XXXX. I quickly created an account and began trying to understand and resolve the issue.

I had not received any prior communicationno phone calls, emails, or physical mailfrom XXXX  before this credit reporting. When I contacted their support team to verify my contact information, I found that the phone numbers on file were ones I do not recognize and do not recall ever using. The email address on file was outdatedI have not used it in over 7 or 8 years. Despite having the correct mailing address, I never received any paper correspondence.

Initially, I was told the only way to resolve the delinquency was to bring the loan current, which would then remove the negative marks. I was fully prepared to make the late payments just to repair the damage. However, I called back about 30 minutes later and requested a communication log. The representative listed several dates they allegedly emailed me and said calls had been answered with verification of the outdated email address. This is impossible, as I have used the same phone number since XX/XX/XXXX. I have documentation from XXXX showing when I initiated my service and the last four digits of the number I still use today. Additionally, I was away at XXXX XXXX  and XXXX from XXXX to XX/XX/XXXX, and I didnt start working until late XX/XX/XXXX. 

I also submitted a request for a backdated hardship deferment in hopes that the late payments would be removed once it was approved, since payments would no longer have been due at the times reported. My deferment was approved on XX/XX/XXXX and retroactively applied, yet I was informed that the negative credit reporting would not be adjusted. 

This situation is not isolated. I have seen multiple posts in mental health forums from others experiencing the same problemunexpected negative marks, lack of proper communication, and the devastating effects on their credit. Many of these individuals are in the process of making major life decisions, such as purchasing a home, and this damage is impacting their ability to move forward.

I am currently trying to purchase a home while my fiance is selling hers. If this isnt resolved soon, we will be without a place to live, along with our three children. I was told the only recourse is to submit a dispute and wait, but time is not on our side.

I respectfully ask the CFPB to look into this matternot just on my behalf, but for the many people who are suffering from the same systemic issue. The emotional toll of this situation is significant. I have seen people express deeply concerning thoughts due to the financial setbacks caused by these sudden and uncommunicated delinquencies. For many, this will take years to recover from.

Please consider investigating this issue thoroughly and encouraging the loan servicer to correct the credit reporting for those who were not properly notified or were approved for retroactive deferment.

Company response to consumer: Closed with non-monetary relief