Consumer complaint received 2025-10-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: EQUIFAX, INC.
State: VA

Complaint narrative:
XXXX XXXX has been pursuing me and my co-signer with repeated calls and letters that have been sent through XXXX and XXXX, even though payments have been made and scheduled. They have also not reported the payments being made to my credit report, causing my credit report to say no payments have been made since XXXX. This has caused a severe decrease in my credit score, affecting my ability to get my student loans refinanced or moved to a different company.

The account manager and her associate, who set up my payments, have incorrectly allocated the payments twice, which resulted in them calling to ask for further payment, indicating that if no further payment could be made that legal action would be taken by XXXX XXXX. When possible misallocation was brought to their attention during one of the calls, she indicated that she couldn't possibly have done this, and was persistent that I make a further payment, only for her to figure out that she did, in fact, allocate them incorrectly. The second time this happened, the person working on my account called, stating that she had set up my payments incorrectly and had me sit on the phone with her while she redid them. Since then, I have had calls for payments due to their employees not looking at the account to see that payments are already set up.

Prior to this, even when payments have been made and scheduled, my co-signer and I have been getting calls and letters about threats stating, " your loan will be assigned to an attorney to file a lawsuit against you and/or any other applicable party on your loan. '' The most recent letter was dated XXXX XXXX and was sent through XXXX. This was during which payments were supposed to be already scheduled, which was done by the account manager while she was on the phone with me in XXXX. ( Note : previous payments had been paid in bi-weekly payments for months at this point. ) Calls have been persistent for months, with calls and letters containing similar threats to the recent letter. This has been going on for months and seems like this will be a continuous thing until some kind of legal action is taken. 

Upon further research, it seems I am not the only person this company has done this to, as it seems XXXX XXXX has had lawsuits against them in the past about this type of collection method. I was not aware of this when the initial loans were created, as I was informed that the loans could be refinanced, only to learn after graduation that XXXX XXXX does not offer this option, only two payment arrangement periods, and very high repayment amount requests.

To note : earlier this year, I missed two or three payments due to a financial situation and was not offered any assistance in allowing me to make any smaller payments than my usual payment plan during that time. Where, before that, I had been making my payments at the amount set by the plan.

Afterwards, and finally being informed that my payments could be split and paid bi-weekly ( only to learn that this considers my loan to be considered " late '' doing this method ), however, I started making those payments, have been doing so for months, and recently increased the amount paid to XXXX bi-weekly, totaling to XXXX per month, which is higher than the payment requests. 

This continuous pursuit by XXXX XXXX is affecting me and my co-signer negatively, and we are unsure what to do or where to turn.

Company response to consumer: Closed with non-monetary relief