Consumer complaint received 2025-02-25 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: MD

Complaint narrative:
In XXXX my student loans with XXXX were place in a forbearance, starting XX/XX/XXXX ending XX/XX/XXXX, with payments to resume XX/XX/XXXX On XXXX XXXX, XXXX I noticed significant decrease in the credit score with all three major credit bureau 's. I immediately contacted XXXX as I had not received any phone calls, letter or emails pertaining to my account being past due, and I am signed up for payment and alert reminders with this servicer. 
I was told to apply to the IDR program by a representative which would place my account current, remove the reported late payments and place an administrative forbearance on my account until litigation was resolved ; I would then just need to dispute the remarks of late payments with " XXXX, XXXX and experian '' which I did the following day after my account was showing current, no late payments were found in my payment history and my administrative forbearance was now in effect. 
On XXXX XXXX, XXXX I received notification from " XXXX and experian that my disputes were completed. The outcome was that the information was accurate and would remain on my credit report. I immediately contact XXXX the XXXX XXXX multiple times to try and get this settled, XXXX representative told me there was nothing they could do, I then escalated this matter to a supervisor and was told that had I contacted them in XXXX XXXX this would not have reported and since it was already reported there was nothing that they could do unless I was in school or active military, I made them aware that my spouse was active military and the supervisor told me " you would have to be ''. I called a different department the representative " XXXX '' offered to file a dispute directly through XXXX for removal of the late payments otherwise called a " goodwill request '' I gave my consent to complete this request, but then after hanging up my call I visited XXXX website which has the following stated under ( Getting Financially Fit : Credit Reporting : Standard for credit reporting Practices ) " We do not complete " goodwill request '' for credit updates. Why was this an option given to me, if on their website they clearly state this is not an option. I then called XXXX back again to confront them with this information and my phone line was disconnected prior to their operating hours ending. This whole situation has completely devastated me and my family. XXXX did not do what they promise from alerting me with payment reminders, to gaslighting me that if I apply for IDR my account will be brought current and late payments removed to then giving me once last sense of false hope that a " goodwill '' deletion might occur. 
I have read hundreds of forums from Americans that are also in the same position, they were under the impression that when the Department of Education announced that on XX/XX/XXXX the " on ramp '' program which would allow borrowers to avoid delinquency would end XX/XX/XXXX that any late payments from XXXX to XXXX would not be reported. All of this could have been avoided it XXXX, XXXX full filled their obligation to me as a borrower and sent text, call or email notifications, or reported to the XXXX credit bureau 's that I do get notifications from for the months of XXXX, XXXX and XXXX that a payment was late or not up to date. This would have prompted me to look and investigate my accounts sooner and bring them current either with a payment, deferment for forbearance. My XXXX servicer has lied to me, they lied that they help their borrows stay up to date with alerts, they lied about the outcome after submission and approval of my IDR, they lied about considering a " goodwill '' removal, they themselves did not even send notifications to their own portal about upcoming payments which I have attached a screen shot below. 

Below you can see a screen shot from XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX where they did send out past due notices, where are the past due notices, from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 

Further more I was not only lied to about possible resolutions but the information that XXXX is reporting is not correct. When I called XXXX on XX/XX/XXXX I was told that a forbearance was placed on my account dating XX/XX/XXXX - XXXX XXXX, XXXX. This forbearance means that my account was never late and late payments need to be removed which XXXX refuses to honor.

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