Consumer complaint received 2025-06-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I recently discovered a delinquent student loan from XXXX reported on my credit report, causing a XXXX drop. I was never contacted about this loan, despite XXXX confirming they had my correct phone number, email, and address on file. I called XXXX on XX/XX/XXXX and was told calls were made in XXXX XXXX yet I received no calls, emails, or letters. The only reason I found out about this loan is because of the credit drop and going through the credit companies to figure out why. 

When I asked for proof of these contact attempts, they promised to mail it but never did. Multiple follow-ups by phone and chat have gone unanswered or ended abruptly. Ive received no mail or email about this loan, ever. 

They also confirmed my loan was in XXXX forbearance until XXXX, then " courtesy forbearance '' through early XXXX. My repayment was scheduled to begin on XX/XX/XXXX, according to a date on my account summary downloaded XX/XX/XXXX, which contradicts the dates of reported delinquency. The only place I see where they did contact me was through the portal on there sight which I did not even have a log in for until XX/XX/XXXX same day of discovery. 

Ive acted immediately since discovering the loan, made a payment, and tried to request a goodwill removal. XXXX refuses to assist and denies wrongdoing. Im seeking help to request a goodwill adjustment or have this account properly reviewed for reporting errors. 

When I call or chat I often times get hung up on. When I am able to take to someone, there is no resolution or follow through. Below is a timeline and I am also happy to upload my call logs, emails, downloads from XXXX, etc : Timeline of Key Events Pre-XXXX XXXXXXXX : I received no phone calls, letters, or emails about this loan prior to XX/XX/XXXX. XXXX has confirmed they had my correct phone number, email, and mailing address on file. 

XX/XX/XXXX XXXX and XXXX XXXX : I discovered a XXXX drop in my XXXX XXXX and traced it to a student loan reported by XXXX. 
I called XXXX at XXXX PM and learned of a {$5200.00} loan I had no prior knowledge of. 
I confirmed that they had all of my correct contact information. I requested documentation of all communication attempts, and they said a letter would be mailed. I never received it. 
I also attempted to call again at XXXX PM and XXXX PM. I was either disconnected or transferred without resolution. 
During a recorded call at XXXX PM, XXXX confirmed the following : The loan had been in COVID forbearance from XXXX through XXXX. 
After XXXX forbearance, it entered courtesy forbearance until early XXXX. 
I was told that repayment resumed in XX/XX/XXXX. 
However, my account statement ( downloaded the same day ) lists a repayment start date of XX/XX/XXXX. 
XXXX also claimed they attempted phone calls on the following dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I confirmed that the phone number they claimed to have used matches the one I currently have. I have checked my call logs and did not receive any calls, voicemails, or blocked attempts on those dates. 

I made a {$400.00} payment on XX/XX/XXXX, immediately upon discovering the existence of this loan and delinquency. 

XX/XX/XXXX Credit Bureau Contact : I called XXXX ( credit reporting support line ) and was advised to request a Goodwill Letter from XXXX to attempt to remove the delinquency. 

XX/XX/XXXX Additional Calls to Aidvantage : I called again at XXXX PM and XXXX PM to request the goodwill letter. I was told that only a Good Standing Letter could be issued, which does not fulfill the same purpose. The request for goodwill consideration was dismissed without review. 

XX/XX/XXXX Chat Session with XXXX : I again attempted to request a goodwill letter via their chat system. 
I received conflicting instructions on how to upload my request, with no proper document category available. 
I asked multiple times whether XXXX provides goodwill letters and was repeatedly redirected. 
The representative, XXXX, said they would research my request, then abruptly left the chat without resolution at XXXX PM. 

Supporting Documentation : My downloaded loan statement ( dated XX/XX/XXXX ) shows a scheduled repayment start date of XX/XX/XXXX, which contradicts the delinquency reported on my credit file. 

Account history shows no communication logs or active billing prior to this date. 

Capitalized interest occurred, but no billing cycle or due date existed until XX/XX/XXXX. 

Summary : I was never notified that this loan entered repayment. XXXX has failed to provide any proof that they attempted to contact me. Despite claiming to have called, I have no missed calls, no voicemails, and no blocked numbers from them. They confirmed my contact information was correct. 

Once I discovered the issue on XX/XX/XXXX, I acted immediately, making a substantial payment and asking for documentation and a goodwill review. My goodwill requests have been repeatedly ignored or redirected. The credit damage caused by this delinquency reporting is significant, and it does not reflect my actual willingness to pay or ability to manage debt. I am requesting assistance to have this corrected or appropriately reviewed.

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