Consumer complaint received 2025-04-16 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:
To whom it may concern, Thank you for your response, but XXXX reply does not address the actual issue I raised. This is not simply about whether my loans were 90+ days past due. This is about a complete failure in communication on their part that directly caused the delinquency. How am I supposed to apply for a deferment, request a forbearance, make a payment, or take any action at all if Im not notified that theres a problem? The system only works if both parties are informedand in this case, I was left completely in the dark. I was also told by their employees that the forbearance would be backdated and that no late payments would be reported as a result. 

XXXX. Complete failure in communication. 
XXXX claims that they emailed me in XX/XX/XXXX asking for documentationbut I never received it. Ive used the same email address for 13 years, and XXXX has emailed me successfully many times before and after XX/XX/XXXX, including on XX/XX/XXXX and again on XX/XX/XXXX. To say my email bounced back for just that one message is not believable. 

Even worse, two representatives and two supervisors admitted to me that emails to my address bounced, yet they never made any effort to call me or send anything by mail. Thats not just an oversightits negligence. Their internal messaging inbox is not enough. If they were serious about notifying me, they would have followed up using another method. How am I supposed to correct an issue that I am unaware of and that they did not communicate to me? 

XXXX. No Communication, No Opportunity What XXXX keeps failing to understand is this : I never had a chance to respond or resolve the issue because they never properly contacted me. For the past 13 years, XXXX has always emailed me when a deferment or forbearance was ending so I could reapply. Thats how its always worked. This time, nothing. No email, no mail, no phone call. I had no idea anything was wrong until it was already too late. 
Even worse, this exact problem happened again on XX/XX/XXXX, XXXX I had already been told my forbearance was approved. On that single day, XXXX major updates were posted to my account : XXXX. A message confirming the forbearance had been applied XXXX. A fifth delinquency notice XXXX. A new monthly statement XXXX. A notice that my repayment terms had changed None of these were emailed to me. I only discovered them because I happened to log in by chance. That is unacceptable. It provesagainthat their system is broken, unreliable, and does not function the way it should. I should not be punished for a system failure that has nothing to do with my actions or responsibilities. 

I can not be held responsible for missing a message that I was never notified about. That is their failure. 

XXXX. XXXX  admitted fault I want the recordings. 
I moved in XXXX and updated my address, but their system didnt process it correctly. The first rep I spoke to on XX/XX/XXXX, confirmed that my address was outdated in their systemeven though I had updated it years ago. 

If their system used the wrong address, that is on them, not me. I did everything I was supposed to do. I can not be responsible for prepopulated incorrect information inside their database. They should be able to confirm that from the recorded phone call on XX/XX/XXXX. 

XXXX. Failures with internal system repeated errors. 
On XX/XX/XXXX, I happened to log into my account and found XXXX messages, all posted the same day : XXXX. Confirmation that the forbearance had been applied XXXX. A fifth delinquency notice XXXX. A new monthly statement XXXX. A message about a change in repayment terms None of these were emailed to me. I found them by accident because I logged into my accountnot because XXXX alerted me. This is just more proof that their system of communication is unreliable, inconsistent, and puts the burden unfairly on the borrower to constantly monitor an internal message center without notice. 

Even worse, when I chatted with a representative on XX/XX/XXXX, she confirmed that although the forbearance had been approved, the delinquency was still showingand she could not explain why. That shows that even after acknowledging the problem, their system still failed to fix it correctly. 

And to make it even more confusing, I have both an email and an online message confirming that my forbearance was approvedyet at some point, it was reversed without any communication whatsoever. Why wasnt I notified in any capacity that my forbearance was denied? 

Thats another clear example of XXXX failure. How does something go from approved to denied status within two weeks when nothing changed on my end? No explanation was ever provided, and the representative I spoke to couldnt tell me why it happened. This just further proves that XXXX XXXX XXXXy part, and their internal system and communication breakdowns are entirely to blame. 

XXXX. Proof of lack of communication and inconsistent updates. 
The rep I spoke with on XX/XX/XXXX clearly acknowledged that this situation was XXXX error. She told me : It was their mistake She would leave a note on my account I should file with the credit bureau and she even told me exactly what to say Most importantly : she said XXXX would not dispute the correction request I submitted She also told me the forbearance would be backdated and would cover the late payments that never should have happenedbecause I wasnt notified. I need a copy of that recording. In fact, I want copies of all recordings of any conversations Ive had with any XXXX representative or XXXX. If those recordings support what XXXX saying, I expect them to be provided. And if they are not provided, that speaks volumes. 

Later, both managers I spoke with told me they had never seen anything reversed in their careers with XXXX. That alone proves how broken the system is. If nothing is ever reversed, that suggests XXXX believes its system is 100 % flawlessand this situation clearly proves otherwise, with multiple confirmed communication failures and system inconsistencies. 

I am formally requesting the following : A copy of the recorded phone call from XX/XX/XXXX A copy of the recorded phone call from XX/XX/XXXX Any other recorded calls with me from this year A full copy of all notes and activity on my account going back 3 years A list of all contact attempts XXXX claims they made, including emails, letters, or phone calls A copy of the trace they say they ran to verify my addresswhich I believe either was never done or was done incorrectly. My address is publicly available and extremely easy to find. 

XXXX. Final Summary This Must Be Corrected Let me be clear : XXXX 's failure to notify me properly and their internal system errors are completely responsiblefor the delinquent payments reported on my account. I have provided multiple examples that prove their communication system failed me, and as a result, I was not given the opportunity to resolve these issues before the delinquent payments were reported. 

I demand immediate action to remove the inaccurate delinquency reporting from my credit, as it was caused entirely by XXXX lack of communication and system failures. This needs to be corrected, and the late payments must be deleted from my credit report. 

I am entitled to all notes, recordings, and documentation related to my account, including a full audit of the steps taken to resolve this issue. The failure of XXXX to notify me in a proper and timely manner is unacceptable, and it is their responsibility to correct this mistake, not mine. 

This issue must be resolved immediately. I expect prompt and clear action to address the harm caused by XXXX error.

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