Consumer complaint received 2025-09-27 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: CA

Complaint narrative:
I cosigned loans for my granddaughter, and she has been in forbearance with XXXX student loans since XXXX of XXXX, because she was struggling to find a job post-graduation. She was enrolled in their XXXX XXXX XXXX, and ended enrollment in XXXX of XXXX. She was then put on a month-to-month forbearance program, where she would have to call each month to get an extension. She called XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. In the beginning of XXXX I received notice from my credit company that there were default of payment 's sent to the credit bureau. She has been in forbearance the entire time and was not required to be making payments, per the rules of XXXX 's forbearance program. When she reached out to XXXX to understand why they reported to the bureau, they stated they " have no idea and it is not our problem to fix. '' They did offer a consolation prize for their mistake, and they put her on a new XXXX forbearance program, which she is currently still enrolled in. I am writing this complaint, as XXXX has been extremely aggressive and threatful to her during this entire process, and at times have even yelled at her that they will " take everything I own or my co-signer owns. '' We have been nothing but terrified of XXXX and it caused her to experience major anxiety and panic during every phone call she had with them. 
At the beginning of this month the loans were sold to XXXX XXXX. In speaking with them, they are continuing the forbearance period for her loans. They also stated that the treatment we got from XXXX is unprofessional, unjust, and unfair, and it was XXXX 's responsibility to remove it from mine and hers credit since she was in a lawful forbearance program and it was XXXX 's error. XXXX is just refusing to do so. XXXX advised her to reach out to a XXXX at XXXX, and when she reached out they stated it was " not our problem we sold your loan to a different company. '' She then called XXXX and let them know the unlawful treatment she received yet again, and they advised her to reach out to CFPB and submit a complaint. 
This is causing unnecessary stress for me right now as I am going through XXXX treatments. This has gravely impacted my XXXX XXXX, and going through treatment my cards are now being declined. I am in need of assistance in trying to remove the default notices on both of our credit reports. I do not understand how a loan company can get away with such maltreatment of their customers, and I am very hopeful someone can help from CFPB. I would appreciate if this could be done promptly, due to the financial impact it is having on me receiving my XXXX treatment. 
I have been in contact with XXXX and XXXX at XXXX XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX, attempting to resolve this issue. I provided them with my granddaughter 's phone number and she then began speaking with XXXX at XXXX, who has been XXXX XXXX person for the case on XXXX 's side since XX/XX/XXXX. She has spoken with XXXX or another XXXX representative from her team continuously since XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. During these calls I provided the dates mentioned in the first paragraph, and detailed information about the incident and the lack of resolution from XXXX. On XX/XX/XXXX, XXXX submitted a claim to the XXXX  to investigate the loan and research why she and I were sent to collections when my granddaughter was in forbearance. It has been almost 30 days, and neither she nor I have been contacted by the XXXX  to provide my information and the claim still says " under review. '' I have been trying to get this report from XXXX off of my credit since XX/XX/XXXX, and there is still no resolution or support from XXXX. I don't know what else to do but keep reporting and asking for the CFPB 's help on resolving this issue. I don't have any documentation because everything has been phone calls, and when information was requested from XXXX they would claim they " couldn't get into my account '' when others had accessed it, or they " don't have any documentation '' as to why they sent me to collections. 
My loan was sold to XXXX XXXX in XX/XX/XXXX. In speaking with them, they are continuing the forbearance period for my loans. They also stated that the treatment I got from XXXX is unprofessional, unjust, and unfair, and it was XXXX 's responsibility to remove it from my credit since I was in a lawful forbearance program and it was XXXX 's error. XXXX is just refusing to do so. XXXX advised me to reach out to a XXXX at XXXX, and when I reached out they stated it was " not our problem we sold your loan to a different company. '' This is causing unnecessary stress for not only myself, but my grandmother who cosigned for me. This has gravely impacted my grandmother 's XXXX XXXX, as she is going through XXXX treatment, and her cards are now being declined. I am in need of assistance in trying to remove the default notices on both mine and my co-signers credit report. I do not understand how a loan company can get away with such maltreatment of their customers. 
My grandmother has been in contact with XXXX and XXXX at XXXX XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX, attempting to resolve this issue. I then began speaking with XXXX at XXXX, who has been the point person for the case on XXXX 's side since XX/XX/XXXX. I have spoken with XXXX or another XXXX representative from her team continuously since XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, XX/XX/XXXX, XXXX. During these calls I provided the dates mentioned in the first paragraph, and detailed information about the incident and the lack of resolution from XXXX. On XX/XX/XXXX, XXXX submitted a claim to the XXXX to investigate the loan and research why I was sent to collections when I was in forbearance. It has been almost 30 days, and I have not been contacted by the XXXX to provide my information and the claim still says " under review. '' I have been trying to get this report from XXXX off of my credit since XX/XX/XXXX, and there is still no resolution or support from XXXX. I don't know what else to do but keep reporting and asking for help on resolving this issue. This is not fair that the company is not being held responsible for not doing their jobs. I have asked time and time for updates on the XXXX  claim XXXX  submitted and they refuse to talk to me now and say " I can't help because we transferred your loan and I have no access to your account. '' This is a false statement because once I get to talk to a manager they can pull my account up no problem. I can not do anything with this on my credit report and I need it taken off.

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