Consumer complaint received 2025-04-14 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: GA

Complaint narrative:
I am writing to formally dispute the derogatory mark placed on my credit report by XXXX regarding a missed loan payment. I have maintained excellent credit throughout my entire life and have never knowingly missed a loan payment. The way this situation has unfolded is deeply concerning and reflects a severe breakdown in communication and transparency on XXXX part. 

The loan in question stems from a Parent PLUS loan that I was advised to sign by the XXXX XXXX XXXX financial aid office. At the time, based on the guidance provided by university advisors, I believed I was simply co-signing for my son 's student loans. I was never properly informed that Parent PLUS loans are entirely separate loans issued in the parents name and managed independently of the students account. Had I known that this process would create a separate loan under my name, I would not have agreed to it. My sons loans are currently under an Income-Driven Repayment ( IDR ) plan and in forbearance, with no payments due until XXXX, which led me to believe there were no immediate repayment obligations related to what I believed was his loan. This lack of transparency has directly contributed to the current misunderstanding and credit issue.

At no point did I receive any phone calls or direct correspondence from XXXX regarding missed payments. I have thoroughly searched my email and found no messages from XXXX in my inbox or other folders. If any emails were sent, they most likely went directly to my spam folder, which I regularly clear due to the high volume of messages I receive as a working XXXX XXXX. My email provider automatically filters out messages from senders it deems suspicious, and its very likely XXXX  emails were flagged as spam due to the companys poor online reputation, including numerous negative reviews, complaints, and past lawsuits. Had I received a proper and reliable notification, I would have resolved the issue immediately, as I take my financial responsibilities and credit history extremely seriously. The only mail we have ever received has been from XXXX regarding my sons loan, and it was always addressed in his name. We have consistently stayed on top of that loan, regularly checking for due payments and making sure everything was in order.

This is further proof that we had no knowledge of a separate loan under my name. If we had received any notice, we would have taken immediate actionjust as we have with my sons loan. This situation came to my attention only when I attempted to purchase a home, and my financial advisor discovered my credit score had dropped from XXXX to XXXX. This drastic and unjustified drop has severely impacted my financial standing and personal goals.

I contacted XXXX and spoke with a representative named XXXX, who refused to provide specific dates and times when contact attempts were made. Despite offering to pay the outstanding balance in fulleven with penaltiesXXXXXXXX declined to issue a goodwill adjustment or credit repair letter. Initially, he cited the Fair Credit Reporting Act ( FCRA ) as the reason for refusal, only to later admit he had not actually read the FCRA, but was instead relying on his companys interpretation of it. Also when we asked customer service to send an email as proof that my account was in forbearance, he sent the email with " XXXX '' spelled incorrectly. If you check the attached PDF ( Loan 2 ), you'll see that he spelled it as " XXXX. '' This is further proof that XXXX is unable to properly communicate or document their clients ' addresses. Additionally, when we asked XXXX to send us the link to file a complaint against him within the company, he never followed up with the information. XXXX having managers like XXXX, who are unreliable, raises concerns about how they handle complaints that could negatively affect people 's credit scores.

I also requested to escalate the issue or speak with another manager, but was told XXXX was the only one available and that other supervisors do not take phone calls. This raises additional concerns about XXXX practices and customer service policies. 

Furthermore, XXXX has a troubling track record, with numerous complaints from borrowers and parents citing similar issues of miscommunication and unfair credit reporting. The company has previously lost a {$1.00} XXXX lawsuit and currently holds a 1.1-star rating with the XXXX XXXX XXXXmany complaints mirror my experience.

This situation has caused undue stress and significant financial harm through no fault of my own.

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