Consumer complaint received 2025-12-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: NY

Complaint narrative:
I am filing a complaint against XXXX regarding ongoing servicing failures, mismanagement of my private student loan, refusal to provide hardship assistance, failure to escalate my case, and unfair negative credit reporting, despite my nearly 20-year history of consistent payments and repeated good-faith efforts to remain current. 

I am currently unemployed and receiving less than {$500.00} per week in unemployment benefits. I have contacted XXXX multiple times to request hardship assistance or a feasible temporary payment arrangement. Instead of receiving help, I have experienced customer service failures, misinformation, dismissive communication, and repeated redirection to the general call center number with no follow-through or escalation. 

1. Repeated Servicing Failures and Inability to Access Hardship Assistance Despite numerous calls, XXXX has refused to process or offer : A hardship accommodation A temporary modified payment A deferment A structured long-term plan Every representative has told me something different, and no one has taken accountability for resolving the issue. On multiple calls I was told no options existed, which is inconsistent with industry norms and my loan contract. 

XXXX. Documentation of Calls and Misconduct XX/XX/year> Employee XXXX ( XXXX ) I informed the agent that I was unemployed, had no forbearance time remaining, and needed hardship assistance. 
No hardship program was offered. Only two unaffordable repayment options were presented. 

XX/XX/year> Written Response from XXXX ( Loan Servicing Specialist ) I was told I must contact a different department for private loan help. 

XX/XX/year> at XXXXXXXX XXXX  XXXX XXXX ( XXXX XXXX XXXX stated that unless I paid {$380.00} by XX/XX/XXXX, my account would be negatively reported. 
This forced me to borrow money from family to avoid credit damage. 

XX/XX/year> XXXX XXXX ( XXXX ), 60-Day Department XXXX stated no hardship assistance was available, dismissed the economic context of my hardship, and made an inappropriate and insensitive comment : Well the government is no longer shut down. 
She was unable to locate supervisors or my prior case notes. 

3. Failure to Escalate My Account Despite Repeated Requests Despite explicitly requesting escalation to : A supervisor Hardship specialist Credit dispute team Private loan modification team I have never been connected to anyone with the authority to review or adjust my account.

XXXX repeatedly redirects me to the 800 number, resulting in a cycle of calls with no progress. 

This violates CFPB servicing standards requiring clear, accurate information and meaningful access to assistance. 

XXXX. Negative Credit Reporting Despite Good-Faith Efforts XXXX threatened negative reporting unless I paid by XX/XX/XXXX, despite : My unemployment status My documented financial hardship My repeated attempts to remain in good standing The fact that XXXX offered no hardship relief whatsoever This is unfair and punitive, and it conflicts with FCRA accuracy and fairness standards. 

XXXX. Payment History : Nearly 20 Years of Consistent Payments I have made consistent payments over the entire life of the loan. My account history ( uploaded in PDF form ) shows : Payments on XX/XX/scrub>XXXX XXXX XXXX XXXX XXXXXX/XX/year>, and many years of other payments Long-standing compliance even during hardship periods Numerous servicer-initiated payment reversals Capitalized interest increases that dramatically inflated my balance Late fees imposed during periods of documented hardship These records demonstrate that I have acted in good faith, while XXXX  servicing practices have created unnecessary financial harm. 

XXXX. Servicer-Caused Harm and Regulatory Concerns My experience aligns with : Widespread reports of XXXX misinformation Call deflection tactics Failure to offer relief Poor record-keeping Failure to escalate hardship accounts Given the Department of Educations public acknowledgment of XXXX performance problems, I am deeply concerned that similar mismanagement is occurring in the private loan portfolio.

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