Consumer complaint received 2025-08-28 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: FL

Complaint narrative:
Subject : Second ComplainXXXX XXXX XXXX Ongoing False Reporting and Willful Noncompliance This is my second formal complaint regarding XXXX XXXX repeated and deliberate violations of my rights under the Fair Credit Reporting Act ( FCRA ). 
Despite my prior complaint and my efforts to resolve this directly, XXXX XXXX has shown blatant disregard for the law and for my disputes. Instead of correcting their false reporting, they have escalated the misconduct : My loan is in forbearance, yet XXXX XXXX continues to report me as late. 

A recent payment was made, but XXXXXXXX XXXX still reported my account as late, which is false and misleading. 

They have further altered my account by adding new false information, demonstrating willful noncompliance and bad faith. 

This conduct is not an error it is a clear pattern of unlawful reporting that is causing direct and ongoing harm to my credit standing and financial stability. 

Requested Action : Require XXXX XXXX to immediately remove all false and misleading information from my credit reports with all three major bureaus. 

Open a formal investigation into XXXXXXXX XXXX for knowingly and repeatedly furnishing false data despite documented disputes and proof of payment. 

Hold XXXXXXXX XXXXl accountable with appropriate regulatory and legal consequences for their ongoing violations of federal law. 

I am demanding immediate regulatory intervention, as XXXX XXXX has made it clear they will not comply voluntarily. 

In the below response, XXXX XXXX stated : " As of the date of this correspondence, there are no delinquencies on your account. '' XXXX XXXX not only reported n=my loans late again, they updated my credit report with new derogatory information which contradicts prior reporting. It is very apparent that XXXX XXXX is not compliant with federal law regarding the Fair Credit Act. Prior to my first complaint, many months were listed as current and have been changed to 120-150 late. Additionally, multiple entries were changed from unknown to late. 

XXXX XXXX Response to last complaint : XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, FL XXXX Acct # : XXXX Dear XXXX, Thank you for taking the time to submit your concern regarding your student loan account via the Consumer Financial Protection Bureau ( CFPB ). Your case number is # XXXX. During our review, we recognized we did not provide a response in a timely manner and apologize for the delay. Your concern, as we understand it, regards credit reporting. Specifically, you stated unfavorable information was reported to the nationwide consumer reporting agencies ( CRAs ) regarding your student loan account and you are requesting it be removed. XXXX XXXX is committed to providing exceptional customer service and we take your feedback seriously. As such, we have applied a forbearance to your account to prevent collection activities and negative credit reporting while your complaint is under review. Please be advised that the application of this forbearance will not remove any derogatory credit reporting that may have occurred prior to the date your complaint was received. The forbearance is effective from XX/XX/XXXX through XX/XX/XXXX ; however, you may choose to cancel this forbearance and resume repayment at any time. Since you are currently repaying your loan ( s ) via Auto Pay ( AP ), the 0.25 % interest rate reduction will be removed during the period of forbearance. Upon expiration of the forbearance, automatic debit will resume, and the 0.25 % benefit will be reinstated. Please note that if you are working towards forgiveness under the Income-Driven Repayment ( IDR ) or Public Service Loan Forgiveness ( PSLF ) programs, you can only make a qualifying monthly payment during periods when you have a payment due, including {$0.00} IDR payments. Therefore, you can't receive qualifying credit while your loans are in forbearance. If you wish to make qualifying payments while your complaint is being reviewed, please contact us to waive the forbearance. The XXXX XXXX XXXX and XXXX PLUS loans we service were issued under Part D, Title IV of the Higher Education Act of 1965 ( HEA ). The making and servicing of these loans is governed by the HEA and the rules and regulations promulgated thereunder. In accordance with the HEA and the terms of your Promissory Note, we are required to submit true and accurate credit reporting to the CRAs. We furnish information to the CRAs according to the requirements of the Fair Credit Reporting Act of 1970 ( FCRA ). We report the status of your loans each month and we do not report your loans as delinquent until the loans are 90 days or more past due. After a thorough review of your account history, we have made updates to your credit reporting ( explained below ) and we can confirm that we reported the status of your loans as current each month, with the following exceptions : Loans XXXX, XXXX, XXXX, XXXX, and XXXXXXXX XXXX XXXX XXXX Days Delinquent Loan XXXX XXXX XXXX XXXX XXXX Days Delinquent XXXX XXXX XXXX days Delinquent Loan XXXX and XXXX : XXXX XXXX XXXX Days Delinquent XXXX XXXX XXXX Days Delinquent XXXX XXXX XXXX Days Delinquent XX/XX/XXXX - 120 Days Delinquent Loan XXXXXXXX XXXX XXXX XXXX 90 Days Delinquent XXXX XXXX XXXX Days Delinquent XXXX XXXX XXXX Days Delinquent XXXXXXXX XXXX XXXX Days Delinquent After our research into your account, we have made the following adjustments to your credit reporting based on the following payments : Payment in the amount of {$100.00}, effective XX/XX/XXXX reduced the delinquency from 136 days to 106 days for loans XXXX, XXXX, XXXX, XXXX, and XXXX, which cause those loans to be reported as 90 days delinquent for XX/XX/XXXX. Payment in the amount of {$150.00}, effective XX/XX/XXXX reduced the delinquency for loans XXXX, XXXX, XXXX, XXXX, and XXXX from 112 days delinquency to 85 days delinquent and for loans XXXX from 143 days delinquent to 113 days delinquent. Since this payment had an effective date of XX/XX/XXXX, we have updated the prior delinquency reporting for XX/XX/XXXX on loans XXXX, XXXX, XXXX, XXXX, XXXX from 90 days del delinquent to current for XX/XX/XXXX and loan XXXX was updated from 120 days delinquency for XX/XX/XXXX to 90 days delinquent. Payment in the amount of {$250.00}, effective XX/XX/XXXX and {$500.00}, effective XX/XX/XXXX, reduced the delinquency under 90 days delinquent for loans XXXX XXXX XXXX XXXX XXXX, therefore, those loans were reported as current for XX/XX/XXXX and XX/XX/XXXX. For loan XXXX, the payment effective XX/XX/XXXX reduced the delinquency to 91 days and then the payment effective XX/XX/XXXX reduced the delinquency from 112 days delinquent to 52 days delinquent. Since the effective date of this payment was XX/XX/XXXX, we have updated the prior delinquency reporting for loan XXXX for XX/XX/XXXX to current for XX/XX/XXXX. Following the updates to your credit, we can confirm the delinquent status of your loans is accurate. As of the date of this correspondence, there are no delinquencies on your account. As we previously stated, the above adjustment were submitted to the CRAs ; however, we are not privy to the time frame it will take for the CRAs to reflect the adjustments we have made. It can possibility take the CRAs up 60 days to reflect the adjustments after they have been submitted. It is important to note that during the period of delinquency, we attempted to contact you by phone and written correspondence to assist you in resolving the delinquency on your account. Our records indicate that you signed up to receive our correspondence electronically on XX/XX/XXXX. Since that date, correspondence has been sent electronically to the Inbox within your online account at XXXX.StudentAid.gov/myaccount along with an email to the email address on file advising of the new communication. Upon receipt of your complaint, on XX/XX/XXXX the above-mentioned forbearance was placed on your account and a backdated administrative forbearance was used to bring your account current ; however, this forbearance does not alter the credit reporting prior to the forbearance being applied. As previously stated, we are required to submit true and accurate information to the CRAs under the provisions of the FCRA. We are unable to offer goodwill credit reporting adjustments. Negative credit reporting may be removed if during the period of delinquency, you : were eligible for an Economic Hardship Deferment ( receiving public assistance or serving in Peace Corps ) ; were eligible for an XXXX XXXX XXXX XXXX XXXXXXXX XXXX were eligible for a Military Deferment or Forbearance ; were eligible for a Department of Defense ( DOD ) Forbearance were eligible for an Unemployment Deferment ( if receiving benefits ) ; were eligible for a Natural Disaster Forbearance ; were eligible for an Internship/Residency Deferment or Forbearance ; were eligible for an XXXX XXXX ; were eligible for a Graduate Fellowship Deferment ; were eligible for a Bankruptcy Forbearance ; were eligible for a XXXX XXXX Deferment or Forbearance ; made a payment that would have prevented the delinquent reporting from occurring ; or made your final payment and paid the loan in full prior to the delinquent reporting. If you believe any of these scenarios apply to you, please contact us for assistance in determining the appropriate request form and supporting documentation to submit for review. If you wish to dispute your accounts credit reporting history further, you XXXX submit a written request to : XXXX XXXX Attention : XXXX XXXX XXXX XXXX XXXXXXXX XXXX, TN XXXX When submitting a credit dispute, please be sure to include a copy of your credit report with the disputed information highlighted or circled ; and a cover letter explaining the issue ( s ) and requesting your credit to be updated. Our review of your account also confirms you are repaying your loans under the Extended repayment plan with a monthly installment amount of {$300.00}. Since you are enrolled in AP ; your next monthly installment is scheduled to be drafted from your financial institution on XX/XX/XXXX. You may view your account details on your online account XXXX.StudentAid.gov/MyAccount. If you are unable to afford your current monthly installment, there are other options you can explore, such as Income Driven Repayment ( XXXX ), XXXX, Graduated, and Graduated Extended repayment plans. Through FSAs Loan Simulator, located at Studentaid.gov/loan-simulator/, you will be able to see a side-by-side comparison of which repayment plan ( s ) youre eligible for, the terms, and estimates of what your monthly payment would be. If you are unable to make payments in any amount, you may be eligible for a deferment or forbearance to temporarily suspend repayment of your loans. You may review your deferment and forbearance options online at Myaccount-edfinancial.fdedloans.com/PostponePayments/Launch. You may also contact us directly so that we can review your situation, provide you with estimates, and/or assist you in applying. Please note that if your elect to enroll in an IDR plan, due to a court injunction related to the Saving on a Valuable Education ( SAVE ) plan, borrowers who have applied for an Income-Driven Repayment ( IDR ) plan but whose applications have not been processed are being put into a forbearance until we can process their application and correctly calculate their monthly payment amount. The forbearance applied to your account will depend on a number of factors, so we encourage you to visit Studentaid.gov/XXXX  for the latest information. If you are not satisfied with this response, you may reach out to the Ombudsman Group by logging in to your StudentAid.gov account and request to escalate to the Ombudsman Group. If you have any questions or concerns, please visit XXXX.StudentAid.gov/contact, or you may speak with a Customer Service Representative at XXXX. Sincerely, Customer Resolutions Unit Edfinancial Services Borrowers who reside in Massachusetts can receive assistance through the Massachusetts Student Loan Ombudsman by phone at XXXX or online at Mass.gov/student-loan-assistance. 
Attachments CFPB Response - XXXX - XXXX ( XXXX XXXX XXXX

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