Consumer complaint received 2025-01-27 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: GA

Complaint narrative:
In XXXX of 2023, I began reaching out to XXXX to check on my student loan. I knew the administrative forbearance was about to end so I wanted to check on my student loan status. I can imagine that many people were doing this because it took nearly a month for me to reach a live agent, I was also busy virtual and homeschooling XXXX children at home, so I wasn't calling every day. On XX/XX/year> I was able to get through. I was instructed to go online to set up an Income Driven Repayment form. Anytime I spoke with someone, I'd ask about the status of my loan, I was informed that I was in good standing. I did as the agent said and my application was accepted. 
When I still hadn't heard any response back, I tried to email to follow up on my application status. The response I received was to reach out again to my student loan servicer. I would call and try to get through but on the morning of XX/XX/XXXX, I was able to get through. I was told that they needed a self certifying letter for my income. I told them I would have gladly submitted that, earlier, had they let me know that it was needed. As always, I asked about the status of my account and they said it was good, they just needed that document. I decided I would submit it as soon as I got off of the phone, but because of the trouble I had getting through and the lack of communication I was receiving from XXXX, I requested a forbearance in addition to my Income Driven Repayment Plan, so I could be covered if there were any further delays. 
They approved it immediately and I uploaded the self- certification letter as soon as we ended the call. That night I received a notification from Experian that there was a score decrease. My score went from a XXXX to a XXXX over night. I was still in the process of disputing a different creditor that dropped my score from the XXXX 's. 
I have been filed disputes with Experian, written XXXX to reach out to their corporate office and have not had results. Eventually when I spoke with customer service again, they said that my account has never been in poor standing. They transferred my loan to a sister company XXXX XXXX XXXX  without my knowledge and my issue was with them. 
By the time I found out about XXXX XXXX XXXX, I'd already started the process of trying to have my loans forgiven because they qualified for it due the age and type of loan I had. My loans have never been in default or poor standing in 17 years so I was so worried that this recent error would hinder my forgiveness. 
When I reached out to XXXX XXXX XXXX, to ask them to correct the error, they also said I didn't owe them anything and that I needed to call XXXX. Neither company has addressed the issue of the tank in my credit score, but because of my recent payment history with my other creditors, my score is approaching what it was before the error. With this error fixed, It will be where it should be which is in the late XXXX 's. 
I have the additional issue now of owing over {$1000.00} more on my loan than I did before I consolidated. I'm going to begin paying it back again soon. I am doing everything I can to keep my accounts in good standing. Please help.

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