Consumer complaint received 2025-01-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: NC

Complaint narrative:
My family and I were impacted by Hurricane Helene in late XXXX beginning of XX/XX/XXXX, which caused us to have to relocate due to flooding. Despite this I still attempted to pay off my balances as much as I could. I take my obligations to pay my debt seriously regardless of what I may be going through. In XXXX, I contacted XXXX for help because my finances were really stretched to the max having to relocate and replace items that were damaged. I was told by a representative that they could modify my loans and defer them an additional month due to being impacted by a natural disaster. After I spoke with the first representative, I received an email from XXXX for a loan modification but it was only for one of my loans and there are several on my account. I was confused and reached back. I was reassured by another representative that my loans had been deferred. I continued to make monthly payments on the XXXX of the month as I could and I didnt have any problems until XX/XX/XXXX. 

On XX/XX/XXXX, I received an alert from Experian that I had new reported information. XXXX sent out XXXX accounts stating that I paid late in XXXX. I was obviously upset and confused and called XXXX right away. I was told by several representatives that I paid these accounts on XX/XX/XXXX making them past 30 days late. I explained that the loans were supposed to have been deferred due to Hurricane Helene and Ive been making monthly payments since XXXX on the XXXX of the month with no problems. They persisted that I paid on the XXXX and there was no evidence of any loan modifications. I looked through my emails and found the email where I was sent the loan modification on XXXX the XXXX and then I checked my account on the XXXX  app and the app proved that I paid on XXXX the XXXX on all XXXX accounts. Not the XXXX. 

I called back and at this point Ive spent about 3 hours on the phone with XXXX. I spoke with a supervisor who asked me to send a screenshot of the loan modification email and of the app where it shows I made the payments on the XXXX. She stayed on the phone while I sent the email. Shed looked at the email once I sent the screenshots and said that shes sees the problem but unfortunately there is nothing she can do at all to reverse the reporting and that although I did make my payments technically by the XXXX of XXXX, XXXX and XXXX, the XXXX payment wasnt processed until the XXXX by Affirm which is what caused the reporting. She stated she would have it escalated for a goodwill removal since I did in fact pay it on the XXXX. It was escalated and the representative who responded to the escalation gave the same basic script the initial representatives gave about credit reporting in a message via email. The precise nuances of my situation were not addressed in the message and I had no way of responding to this person in escalations. I called customer care back but to no avail. One representative demanded to see bank statements from me. I was quite surprised by that and declined. 

After speaking with Experian, they put in a dispute on my behalf but I was told it would likely be denied if it is the same customer care team from XXXX that responds to disputes that Ive already been dealing with. The representative at Experian suggested that I reach out to higher management to see if this can be removed. I am reaching out to see if this can be fixed on my behalf before moving further. It is very stressful going through an already difficult situation that is out of your control. And now to be penalized making payments to the best of my ability during this is even more stressful. All of my other creditors have extended deferments without my request just automatically adding them for us. XXXX is the only creditor that has not been helpful during this time. This has caused my Experian credit score to drop considerably. I have included all screenshots of the loan modification email and the proof of payments of the XXXX of XXXX for all XXXX accounts. 

Any help regarding this situation would be greatly appreciated. Thank you.

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