Consumer complaint received 2025-03-21 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: EQUIFAX, INC.
State: AR

Complaint narrative:
In XXXX of XXXX, I received letters from XXXX, confirming that my student loans had been successfully paid off and closed. Shortly after, I checked my credit report, and it reflected that the loans had been marked as " closed, '' indicating that I had fulfilled my financial obligations. I believed the matter was resolved, and my credit report was clear of any student loan debts. 

Fast forward to today, XX/XX/XXXX, when I attended what I thought would be the final meeting of applying for a home loan through a homeowner program. To my surprise, I learned that my loans had been transferred to XXXX. I had no prior knowledge of this transfer and had not received any notice or communication regarding it. This lack of transparency raised concerns, and I attempted to resolve the issue by disputing the matter with XXXX and XXXX. 

The first dispute occurred on XX/XX/XXXX, when I started the homebuying process, followed by another attempt on XX/XX/XXXX. In both cases, I received no resolution. The latest dispute also went unresolved because there was no response within the appropriate timeframe, leaving me frustrated and uncertain about how to proceed. 

Seeking answers, I called XXXX directly, only to be told that my case was no longer under their control, and I was instructed to contact XXXX. I reached out to XXXX and spoke with a customer representative who showed little effort in finding a solution to my problem. I requested to speak to a supervisor, but my request was denied. The representative repeatedly asked if I wanted to make a payment on the account, which was not relevant to the situation at hand. After an hour of waiting, I was finally transferred to XXXX, employee number XXXX, who confirmed that there was a record of my dispute but it had not been submitted to the research department for further investigation. XXXX assured me that she would forward the documentation to the appropriate department. 

However, when I asked to speak with someone above her position to expedite the resolution, XXXX responded with a dismissive why and refused to transfer me to a higher authority. At that point, I had no other recourse and was left without a clear solution, which continued to hinder my ability to proceed with my home loan application. 

As if the situation couldnt get worse, I later discovered that XXXX had reported my account as being 120 days late on my credit report. This was for an account that I had no knowledge of, especially considering it was previously documented as paid in full. This new information led to my denial for home loan approval. 

The missed payments reported by XXXX between XX/XX/XXXX, the date they claim my account was transferred, and the present day have caused irreparable damage to my credit and have now prevented me from continuing my homeownership journey. The lack of communication, unhelpful responses from XXXX representatives, and the mishandling of my disputes have left me in a frustrating and vulnerable position, jeopardizing my ability to achieve the goal of owning a home

Company response to consumer: Closed with explanation