Consumer complaint received 2025-11-21 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: CA

Complaint narrative:
This response from XXXX is factually incorrect and does not address the evidence. I am requesting the CFPB reopen and escalate this investigation. 

XXXX states that no evidence exists that I requested or received deferment prior to the delinquency reporting. This is objectively false. 

Attached is the official StudentAid.gov documentation showing that my loans entered a Department of Education-approved deferment beginning XX/XX/XXXX. 

Additionally : XXXX, the current servicer, confirmed my deferment start date as XX/XX/XXXX. 
XXXX confirmed I owe no payments until XX/XX/XXXX. 
I have PDFs from StudentAid.gov and screenshots showing deferment effective XX/XX/XXXX, long before the dates XXXX reported me 90180 days delinquent. 
These delinquency reports are therefore inaccurate, unlawful, and must be corrected under FCRA 623. 

XXXX refuses to correct its own documented servicing error. They claim that the reporting was accurate at the time, but FCRA requires corrections when new information shows that prior furnished data was inaccurate. 

I am attaching : XXXX loan summary showing deferment XX/XX/XXXX XXXX loan page confirming deferment XXXX loan page confirming deferment XXXX communication confirming deferment start Experian screenshots of continued inaccurate late marks I am requesting CFPB to : Escalate this to a supervisory investigator Require XXXX  to correct the inaccurate late payments ( XXXX XXXX ) Require Experian to update the file accordingly Nelnets claim that they see no evidence is contradicted by official federal records. Their refusal to correct the error violates FCRA 623 ( a ) ( 1 ) ( A ) and XXXX servicer requirements. 

XX/XX/XXXX : I contacted XXXX to request deferment. At that time, I qualified under XXXX separate deferment categories : Disaster-related deferment due to the XXXX XXXX XXXXXXXX XXXX XXXX I lost my job as a direct result of the fire ) Economic hardship/public benefits deferment ( I was approved for SNAP ) I submitted all required documentation. XXXX later informed me that they lost my documents and instructed me to resubmit them. I did. 

XX/XX/XXXX : XXXX requested further proof that the XXXX XXXX was a federally declared disaster. I provided : FEMA disaster declaration Presidential disaster declaration signed by President Biden California Governors emergency order Proof of XXXX  benefits ( public assistance ) Despite receiving these documents, XXXX failed to process or apply the deferment. 

XXXX XXXX : XXXX failed to process my deferment request and instead continued to report my account as 90180 days late. These late payments occurred only because XXXX did not apply the deferment I qualified for and submitted documentation for multiple times. 

XXXX / XX/XX/XXXX : My loans were transferred to XXXX. XXXX immediately confirmed my deferment start date was XX/XX/XXXX, and informed me that I owe no payments until XX/XX/XXXX. 

Present : XXXX clearly shows my loans in deferment effective XX/XX/XXXX, which proves XXXX should not have been reporting late payments at any time after that date. 
XXXX CFPB response incorrectly states that they found no evidence of deferment prior to delinquency reporting, which contradicts : XXXX records XXXX servicing records My submitted documentation Disaster declarations XXXX benefit proof Hardship & unemployment status Recorded XXXX calls I am requesting correction of all late-payment data reported between XXXX and XX/XX/XXXX, as these were caused by XXXX failure to process my deferment, despite multiple qualifying circumstances and submitted documentation.

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