Consumer complaint received 2025-07-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: KY

Complaint narrative:
Please review this as an expedited request. 
I am writing regarding a recent encounter with my student loan servicer, XXXX. On XX/XX/year>, XXXX reported that my student loans were late for the months of XXXX and XXXX. XXXX being 90 days late and then XXXX shows as 120 days. XXXX not sure why they updated both months at the same time, I would like an explanation. In addition to this I would like to know why my student loans show XXXX different accounts. For those months my credit report indicates I have a total of XXXX missed payments all reported at XXXX time. Talk about a tremendous drop in my score. 


The kicker in all of this is that I am in school, and my loans should be in deferment. When I got the notication about my XXXX XXXX, I contacted XXXX the same day ( XX/XX/year> ). Since then, I have cooperated in sending everything into XXXX as requested to get my score corrected. I recently sold my house and am in the process of building a new one, with a closing date in XXXX. At this time, I have thousands of dollars put down as a good faith deposit, that I am at risk of losing due to XXXX incorrect reporting and lack of urgency to correct the issue at hand. Whoever did not accurately report the information at XXXX should be held accountable with a coaching or write up. 


Between the dates of XX/XX/year> XX/XX/year>, I have called XXXX over XXXX times, sent in all the appropriate information and followed up with them to ensure they submitted the documents to the creditors to say that I am in deferment. On XX/XX/year>, I got a letter that states my deferment was approved and that they would update my consumer data. 
Not that I should be in deferment, not that they would backdate the payment history, only that they would update my consumer data. I then received the same letter on XX/XX/year>. I was then advised by XXXX that they would give this information to the credit reporting agencies ( Experian, XXXX XXXX XXXX  ). They asked that I gave each agency a month to update the information. 
Today is XX/XX/year>, and none of my information has been updated. In fact, when I called each of the bureaus, they advised XXXX only told them the loans were currently in deferment, not that the loans were to be back dated to cover the months of XXXX and XXXX. 


Thus, I called XXXX again, and they advised the only thing I could do is wait until the reporting agencies gured it out. They were not sympathetic or even concerned that the reporting was incorrect. I then submitted a dispute with all 3 of the credit bureaus, Experian responded and advised that the information I had provided, which were copies of the generic letters from XXXX was not sufficient information for them to make the necessary changes on my credit report. I believe this could be a learning experience for XXXX, to stop using generic verbiage in their letters. I speak on that issue as an analyst who processes Department XXXX XXXX, XXXX Federal / State Agencies complaints for XXXX. The letters that I have received from XXXX that state they would update the consumer data are a joke. Those letters can be interpreted in several ways. What it sounds like to me is that they know they messed up and did not want to fully admit it. Maybe this is why XXXX has so many lawsuits. Incorrectly reporting payments, adding Late payments months later, or putting 7 different loans on my account but consolidating the loans in their system as one. All of this is ridiculous. 


My request is that someone contacts XXXX and asks them to update my credit before my lender does my last credit pull on XX/XX/XXXX. My house has nearly nished being built, and I can not get my XXXX loan information with 14 inaccurate missed payments on my credit report. My score dropped from a XXXX, to a XXXX. This needs to be corrected ASAP! XXXX needs to update their verbiage in their letters, and I would recommend that they have refresher training for their account managers. The most recent account XXXX that I spoke to was XXXX XXXX, clock ID XXXX, at XXXX on XX/XX/year>. She was the only one who was compassionate, knowledgeable and tried to get to the bottom of my situation. I truly appreciate her efforts. 


In closing, I would like to have my credit updated before my home lender must pull my report. If they can not submit any more information to the bureaus, I would like a letter that clearly states why they can not make the appropriate updates and lists each update that needs to be made. For example : The following 7 loans ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX were incorrectly reported as missed. We have reviewed your account and determined that you are in school and the loans should be in deferment. The payments are going to be retroactively updated on your credit report, and the 14 missed payments between the month of XXXX and XXXX will be removed. 

I look forward to receiving a phone call that acknowledges receipt of this letter, and an EXPEDITED response regarding my issue, as this has gone on for far too long and I am due to close on my house within the next 2 months.

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