Consumer complaint received 2025-06-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
Good Day, This is regarding my account with the Department of Education that XXXX manages. I have XXXX loans : XXXX ) a direct loan with a balance of {$2900.00} and XXXX ) a direct loan with a balance of {$430.00}. I was reported to a credit agency due to a misunderstanding and a lack of communication - my loan was shifted around to different servicers, also it was deferred and then reinstated, probably more than once, due to the constant changes in the government. I also applied for loan forgiveness last year because I work at a XXXX XXXX and for a XXXX. 

On XX/XX/XXXX, I got an email alert from Experian that my credit score dropped XXXX points, and I was able to log in to Experian and saw that the Department of EdXXXX had reported me twice. 

On XX/XX/XXXX, I called the Department of Ed and spoke to an agent. After reviewing my account, she figured out that this was all a miscommunication and that I was not purposely avoiding paying my loans. The issue was that ALL OF MY CONTACT INFO was wrong, AND I was under the impression that my loans were forgiven or deferred since I applied for forgiveness due to my job with a public university. Not only that, but the prior government administration was encouraging it, and there was no way I knew it was reinstated. The payment is only {$50.00} a month, and I have a full-time job and would not purposely avoid paying that and messing up my credit. The only way I would not pay is if it were forgiven or put on hold. 

The agent from the Department of Ed suggested I put myself on autopay, and I did right away. I also paid the {$250.00} ( right away ) that I was reported for and that ruined my credit and life. 

Summary, Friday, XX/XX/XXXX, when I was on the phone with an agent, she said that you have been trying to contact me for a few months since XX/XX/XXXX, but you had all the wrong contact information, so I did not receive any correspondence at all. My phone number, email, and mailing address were all wrong, and that is why I never got any correspondence from the Department of ed. I updated all of my information over the phone with the agent on XX/XX/XXXX, and told her that I immediately paid the past due balance + the balance for XX/XX/XXXX ( {$300.00} ) in advance. I also informed her that I would sign up for auto payments to make sure this does not happen again, even if I change my contact details again. Autopay is set up now. ( see documents in this mail ). 

On XX/XX/XXXX, I asked the agent at the Department of Ed if she could help fix my credit score because this is a misunderstanding. I was not avoiding paying the small amount of {$50.00} a month, and I would have happily paid that small amount monthly if I had known I had to ( contact information all wrong ). She told me to fil disputes with credit agencies. About a week ago, I filed a dispute with Experian and also mailed a certified letter to the Department of Ed and pleaded my case. 

My credit score was XXXX, and I would not have avoided paying {$50.00} a month and risked destroying a credit score that I worked so long and hard for. I nicely asked the Department of Ed you please look at the bigger picture, that I am obviously credit worthy. 

Fast forward to yesterday, XX/XX/XXXX - I got an email from Experian saying the dispute is closed on their end. I contacted Experian, and they refused to tell me anything. I then called the Department of Ed on XX/XX/XXXX and asked about the certified dispute letter I sent them. they said they have not even started their part of the investigations, which tells me that Experian DID NOT do the investigation. Most likely, an AI program read my dispute and closed it without giving me any due process. The dept of Ed said they will send out correspondence when they are done. I reopened the disputes with Experian yesterday and filed a dispute with XXXX  and XXXX, too. I do not have faith in the credit agencies that they will even treat me like a human being. 

Can you help, please? I am already getting contacts of civil lawyers because this has brought my score from XXXX to XXXX, and in this country, you can't do anything with a score below XXXX ... not even get a new job. Furthermore, from my credit history, it is obvious that I am creditworthy! 

Also, I know I am not the only Dept of Ed customer who had this happen to them, and hopefully, this will be seen as a systemic issue with these agencies because it is not working for the customer 's good, especially honest ones like me. 

If you need documents or proof, please contact me at the email or number provided. Thanks.

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