Consumer complaint received 2024-11-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
I am writing to bring your attention discrepancies in my XXXXDepartment of Education account information reflected on my Experian credit report. Specifically, the account information appears incorrect and outdated when compared to the details reported by XXXX and XXXX. 

Back in XXXX XXXX, XXXX/Department of Education changed their website platform and issued new account numbers to all borrowers. XXXXDepartment of Education claims that they send account information updates to all three credit reporting bureaus ( XXXX, XXXX, and Experian ) at the beginning of each month. This is likely true since XXXX and XXXX reflect the new account numbers that have been issued to borrowers since the website update was completed. However, it appears that Experian has not updated my XXXX account information since XX/XX/year>, thus showing my old account numbers. 

This is extremely problematic since my husband and I are trying to purchase a home and when my lender pulls up my credit report, it shows a duplication of my XXXXDepartment of Education student loans. As a result, my debt-to-income ratio appears artificially inflated, which is jeopardizing our ability to secure a mortgage. I have attempted to resolve this issue by contacting both XXXX and Experian, but the discrepancy remains unresolved. Below is a timeline of my efforts : XX/XX/year>XXXX  : Reached out to XXXX to express my concerns about the inconsistencies in my account information across the three credit reporting bureaus. XXXX said they would review my request and reach out to the three bureaus to get it corrected. I sent XXXX a copy of my credit report. 

XX/XX/year>XXXX  : The issue did not resolve so I reached out to XXXX and Experian. I called Experian about the issue and customer service said to reach out to XXXX since Experian had not received any updates from XXXX. I then called XXXX who stated that they typically send updates to the three bureaus on the third day of each month. XXXX also said that the next update they send to all three bureaus should reflect the new account information, which should resolve my problem. I sent XXXX a copy of my Experian credit report to show proof that Experian has my old account numbers. 

XX/XX/year>XXXX  : This issue has not been resolved at this point so I submitted a dispute regarding errors on my Experian report. 

XX/XX/year>XXXX  : Because it seems like both companies are not owning up to the problem, I requested a letter from XXXXDepartment of Education that I can share with my mortgage lender to show proof that the duplication of my student loans is an error. I specifically asked XXXX to write a letter that explicitly stated that XXXXDepartment of Education borrowers were issued new account numbers when XXXX changed their website during XXXX XXXX. I also requested that the letter include the first six digits of the old account numbers as well as the first six digits of the new account numbers, clearly stating that the old account numbers are no longer active and have been replaced. XXXX customer service said that they would put in a request that would take 5-7 business days, and that this request was not guaranteed to be written or approved. 

XX/XX/year>XXXX  : My Experian dispute items were modified. Experian states that the disputed items will be processed with the data vendor that collected the information from a public record, and that they estimate my resolution date to be XX/XX/year>. This is an unacceptable timeline. This will negatively impact my home-purchasing process and leave me, my husband, and XXXXXXXX son homeless.

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