Consumer complaint received 2025-07-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: NJ

Complaint narrative:
I am submitting this formal complaint regarding XXXX XXXX failure to honor its refund processing and account adjustment commitments, which has resulted in credit damage, financial confusion, and an unresolved dispute over my loan repayment terms. I'm now receiving mail from a collection agency, and I am not being notified of this when I call XXXX  nor are they able to provide any information about this. 
I withdrew from my educational program on XX/XX/year>. I was informed that the refund process would take approximately 34 weeks for XXXX  to receive the returned funds from the school. Had this timeline been met, I would have been able to maintain my monthly payments without penalty or delinquency.

Instead, I had to follow up multiple times over the course of months. On XX/XX/year>, I was forced to email both my school and XXXX XXXX XXXXXXXX department because each party blamed the other for the delay. Once everyone was included on the same email thread, the refund issue was resolved within days, demonstrating that the prior delays were avoidable and due to miscommunication or lack of accountability.

XXXX  had previously assured me that once they received the refund from the school, they would : 1. Bring my account current ( removing any past-due status ) 2. Update my monthly payment based on the adjusted balance On XX/XX/year>, I called and was told that a ticket would be opened to initiate this process. During that call, the agent ran a potential estimate and said my new monthly payment should be {$26.00}, but it couldnt be finalized until the ticket was officially approved. Despite that, the agent collected a {$26.00} payment from me during that same call.

I also made another {$26.00} payment in XXXX to show good faith while waiting for the resolution to be finalized. However, as of today, my account still has not been brought current, and Im now being told that I am responsible for paying a past-due balance over 90 days, which is unacceptable. 
On XX/XX/year>, I followed up and was told the ticket was still pending. Oddly, the only part of the process that XXXX  acted on was applying the {$26.00} monthly payment, despite originally stating that this amount couldnt be confirmed without the ticket being resolved. The more important portionbringing my account currenthas yet to be honored. 
On XX/XX/year>, I spoke with escalation representative XXXX ( Agent ID : XXXX ) who informed me that there is now no guarantee my account will be brought current. She also said that customers can not directly contact the resolution team and that I had to submit another ticket just to request a supervisor call me backwhich I still have not received.

I requested that all my prior calls be reviewed, as XXXX XXXX system states all calls are monitored and recorded. Below is a timeline of key interactions : XX/XX/year> Withdrew from program XX/XX/year> Emailed school and XXXX  to resolve refund XX/XX/year> Spoke with agent XXXX ; XXXX  stated refund not received XX/XX/year> Ticket opened; {$26.00} payment collected XX/XX/year> Called to follow up ; ticket still pending XX/XX/year> Spoke to escalation rep XXXX, Agent ID XXXX To date, I have : 1 standard support ticket 1 complaint ticket 1 escalation ticket None have been resolved.

Despite doing everything I was instructed to do, and making two good-faith payments, XXXX  is still attempting to hold me responsible for a large past-due amount that does not reflect the adjusted loan balance after the schools refund. Their handling of this matter has been unprofessional, inconsistent, and damaging to my credit. 
I am requesting the following actions be taken immediately : That XXXX  pull and review all recorded calls from XXXX through XXXX That my account be brought current as originally promised That my credit report be corrected to remove any derogatory marks caused by this issue That XXXX  review its internal resolution process, which currently lacks transparency and accountability XXXX  mismanagement of this situation has caused avoidable financial harm and undue stress. I am requesting urgent attention and resolution to close this matter.

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