Consumer complaint received 2024-08-22 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: CA

Complaint narrative:
I checked my credit score on my XXXXXXXX XXXX app. in late XXXX and noticed that my XXXX XXXX had fallen about XXXX points. After looking at my report I found XXXX late payments reported to my credit. These XXXX late payments were all from the student loan servicer XXXX. These late payments were posted on XX/XX/year>. I called XXXX and they had no record of me having a current student loan with them. After they investigated further, XXXX found that my student loans were serviced by them in the past ( XXXX ), then transferred to another servicer ( XXXX ). My XXXX account shows that the loan was paid in full and closed once it transferred. I asked XXXX if I had any late payments during the time they serviced my loan. My account did not show any late payments. Further, I asked if they had reported late payments to the credit bureaus and they said no. 

I submitted disputes to Experian and XXXX. XXXX did not have record of this late payment reporting. After Experian and XXXX 's investigation they reported back that they contacted XXXX and XXXX disagreed with my dispute and that there was not an error in their reporting the late payments. Experian and XXXX said I needed to contact XXXX. 

I called XXXX again and explained the credit reporting dispute results. I asked if they had been contacted by the bureaus. They said they had not and that they had not sent any statement to the credit bureaus about disagreeing with the dispute. I'm not sure how the investigation yielded a statement of disagreement from XXXX if XXXX wasn't even contacted. I asked to speak with a manager and she confirmed that there was no record of being contacted, or contacting any credit bureaus. I asked XXXX if I could get a letter stating that I did not have late payments and that they did not make any report to Experian and XXXX. They were not able to provide me with anything. XXXX suggested that I call the credit bureaus. 

Again, I called Experian and XXXX. They were not able to help resolved the issue and directed me BACK TO XXXX. 

I have been going back and forth between credit bureaus and XXXX and neither can give me an answer about the late payments reported on my credit. No one can provide evidence of the late payments. XXXX said all my accounts were paid in full and closed and there was no evidence of late payments. If XXXX is saying they never reported late payments to the credit bureaus and the credit bureaus are reporting that they spoke to XXXX how is this issue going to be resolved? 

I have impeccable credit. This is evident in my credit report history. No late payments until this student loan with XXXX. It is concerning that no one can seem to figure out who or how it was reported. I need help figuring out how to clear these false reports from my credit.

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