Consumer complaint received 2025-05-07 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: AZ

Complaint narrative:
Dispute request ; XXXX XXXX Account XXXX : XXXX The overall situation I've attached multiple screenshots of the effects the late payment report has had on my credit. In 8 years I have never once missed a payment by so much as a day, everything is on autopay and that's how it's always been. But when logging in last night to check my credit report I noticed my score had dropped over XXXX points overnight. It stated that the report had been filed late XXXX for a 90 day missed payment. My problem with the situation is that I was never notified that my loan servicer had been changed from XXXX whom I have had on autopay since XXXX and never missed a payment which I have statements to back. Whenever the forbearance occurred I changed nothing on my profile and continued making payments ( estimated XXXX dollars a month ). Around XXXX they stopped collecting funds from me and stated that the forbearance was nationwide which due to lack of stable employment, I obliged. The loan was set to continue autopay as soon as the forbearance was over. Fast forward to yesterday I noticed the late payments and extreme effect it had on my credit and immediately investigated and through my own research found out XXXX was my new loan servicer ( i did not have an account and the address listed on my file when I signed up had no relation to me whatsoever ). I immediately paid the overdue sum of money as soon as I created an account and had the ability to do so ( attached are XXXX emails XXXX minutes apart showing my willingness to pay said loan/overpayment and a subscription to auto pay ). I've worked extremely hard keeping my credit at an excellent level and have taken immense pride in always paying my bills on time. The issue is that the change in credit score and delinquency status is having a major effect on my current situation and causing my fianc and I an undue hardship. We were in the process of taking a home equity loan out against our house to pay for her to continue her education in the healthcare field which is now coming to a screeching halt due to the change, our approvals have all been revoked and we are unable to attain the financing. 


The Dispute Per the article published by the XXXX XXXX XXXX, When transferring loan servicers that notification is required to the borrower. It also states that if the loan is transferred that there should be no change in loan information ( the address was completely wrong ). In section A5 it states " After the transferred loans have been fully loaded to the new servicers system, the new servicer will provide correspondence to the borrower that explains how the borrower establishes account access via the web and signs up for other services ( such as web payments, electronic correspondence, and, if necessary, automatic debit ). '' I received no correspondence or notification from XXXX at any point in time, No emails, No phone calls and spent the entirety of the day going through my files and received no letters or postage from your organization. Being that per XXXX XXXX XXXX XXXXs policy and Federal Law requires notification I'm disputing the late payments and delinquency that was reported against my credit profile and would simply like all of the negative claims revoked from your guys end and my credit reestablished to its former state. While I understand that it can be a large undertaking contacting all three boroughs to have the claims removed and understand that its not your agencies job to update the boroughs of every mistake that's ever been made on behalf of XXXX. And trust me ive been seeing numerous articles and posts across the country expressing the same issue im presenting, I would be willing to contact and inform them of the mistake all on my own. All that i'm asking is that due to the lack of notification/correspondence from your institution which is required per federal law that you correct your clerical error that is causing a true hardship on my family. To clarify, I am more than happy to pay the money that is due. I'm an XXXX and I fully intend on repaying my debts. I'm hoping that this matter can be resolved rather quickly. I'm a firefighter/flight paramedic in southern Arizona and my Fiance just quit her job to pursue her degree which she is currently attending full time. We're trying to make ends meet and give back to our community and country and would appreciate XXXX taking responsibility in something that will not financially affect them in any way shape or form. The money that was reported late is already paid and autopay is ready to roll starting in a week. I'd be happy to provide any further information that is necessary if it is available. 

In closing In your organizations automated email to me it stated that When information is reported accurately, the Fair Credit Reporting Act does not permit Aidvantage to reverse or provide courtesy retractions of information to consumer reporting agencies. This ensures we provide information as accurately as possible - even when it's not the outcome a customer has hoped for. This is simply not true, the Fair Credit reporting act states that The FCRA mandates that both credit reporting agencies and information furnishers ( like loan servicers ) must investigate and correct errors on credit reports and If the dispute is based on an error by the loan servicer, they are required to investigate and update or remove the information if it's found to be incorrect. While most wouldn't research the fair credit reporting act I am aware of it and the laws surrounding said act. Government agencies are held to a certain standard and I expect you to uphold those standards.

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