Consumer complaint received 2025-10-12 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: FL

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing a complaint against XXXX for improper credit reporting and lack of borrower notification regarding my student loans. XXXX reported 17 late payments across XXXX student loan accounts without providing any valid or timely notice that payments were due. 

Summary of Events : These student loans were related to my XXXX and XXXX degree programs. XXXX never notified me that my loans had entered repayment. They had outdated contact information on file, including an old email address, old phone number, and old mailing address. 

When I later spoke with a XXXX XXXX, he confirmed that no mailed notices were sentonly emails to the outdated address. Had XXXX mailed letters, they would have been forwarded to my current address and I would have immediately responded. Because of this, I had no knowledge that any payment was due. 

I only learned about these loans after receiving an alert from XXXX indicating multiple new derogatory marks on my credit report. Upon reviewing, I discovered that XXXX had reported each loan as 60 days delinquent, not 30 days. This means XXXX failed to provide any prior XXXX notice and went straight to reporting at 60 days past due, causing XXXX late marks for each loan on my credit report. 

The very day I discovered this, I immediately contacted XXXX and paid the accounts in full. I have been in good standing ever since. 

Improper Reporting and Notification Failure : XXXX actions violated both Department of Education servicing standards and the Fair Credit Reporting Act ( FCRA ), which require servicers to : Maintain accurate borrower contact information, Use reasonable efforts to contact borrowers before delinquency, and Provide proper notice before furnishing negative information to credit bureaus. 

XXXX failed all three requirements. Reporting my accounts as 60 days delinquent without any prior notice or attempt to contact me by mail was unfair, inaccurate, and misleading. 

When I spoke with a XXXX XXXX, he agreed that the company should have a better system for verifying contact information, but stated XXXX does not offer goodwill adjustments and has no internal department that can help. He advised me to dispute the matter with the credit bureaus, which I did however, the late marks remain. 

Impact : Because XXXX reported each account as 60 days late without prior XXXX notice, I effectively received two negative hits per loan. Across XXXX loans, that resulted in XXXX total late payment marks. This dropped my credit score from the XXXX to the XXXX, causing severe damage to my credit history and preventing me from refinancing my home, which I planned to do within the next XXXX months. 

Requested Resolution : I respectfully request that XXXX remove or re-age all XXXX late payment entries from my credit reports and correct the record with the credit bureaus. These delinquencies were the direct result of Nelnets : Failure to use updated and accurate contact information, Failure to mail or otherwise notify me before delinquency, and Improper reporting at 60 days without prior XXXX warning. 

I acted immediately once I became aware of the situation, paid all accounts in full, and have maintained good standing since. These late marks do not reflect my willingness or ability to paythey reflect a breakdown in XXXX servicing and communication practices. 

Summary of Key Facts : XXXX late payments reported across XXXX loans ( XXXX and XXXX degrees ) XXXX used outdated contact info ( email, phone, address ) No mailed notices or calls made Reported at 60 days, skipping XXXX notifications This caused two derogatory marks per loan on my credit report I paid the accounts in full immediately after discovery Credit score dropped from XXXX to XXXX XXXX confirmed XXXX mail was sent and refused goodwill adjustments I am unable to refinance my home due to these inaccurate marks Desired Outcome : That XXXX remove XXXX XXXX late payment entries and update my credit report to accurately reflect a positive payment history in good standing. Their reporting was inaccurate, unverified, and conducted without proper borrower notice. 

Thank you for reviewing my complaint. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX XXXX XXXX XXXX Loan Account # : XXXX Date : XX/XX/year>

Company response to consumer: Closed with explanation