Consumer complaint received 2025-05-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Personal information incorrect
Company: Experian Information Solutions Inc.
State: NY

Complaint narrative:
On the night of XX/XX/XXXX, I received an alert from my bank that my credit score dropped over XXXX points overnight. I have XXXX separate XXXX day lates on my credit report for my XXXX  loans with XXXX that I knew nothing about. As soon as I received this notification from my bank immediately, I went to their website and made an account. Once I was able to log on, I saw that I had past due amounts that hit my credit report all at once essentially destroying my credit and my financial livelihood. I am a hard-working XXXX recently married with aspirations of buying a home and starting a family which have been tossed out the window overnight. First thing this morning XX/XX/XXXX, I called XXXX to see what can be done to rectify this situation. If I had any contact from XXXX or knew that payments had started up I would have happily made those payments on time. I even offered to pay the outstanding loan balance in full in hopes that something can be done to remove the lates from my credit report and effectively ruining my financial ability at the worst time possible. I spoke with an Aidvantage representative named XXXX. When I asked XXXX why there was no attempt to contact me prior to the XXXX day lates hitting my credit report, he confirmed that they had extremely outdated contact information for me on file. The phone number he claimed they called " hundreds of times '' was a landline phone for the house I grew up in that has not been in service for over 10 years. The email XXXX had on file for me was my college .edu email that I have not had access to in 10 years as well. Completely outdated contact information not just for myself but I imagine XXXX  of other Americans. When I asked the XXXX rep XXXX why no attempt was made to get my updated contact information he replied that it was illegal for them to request updated contact information from the people they service. I am a licensed loan officer, and I know that this is just false. When I questioned XXXX further on why they could not get updated contact info for the people they service he said " in order for us to get updated contact information for everyone we would have to hack the government '' He also went into how they could look up our personal XXXX accounts and our relatives XXXX accounts .. Just did not make any sense whatsoever. I also found it extremely unsettling that a company that is in direct contract with the government and proudly displays that on their website said they would have to " hack the government ''. This is one of the reasons I have requested a copy of our recorded phone call. I was then put on hold for XXXX mins after asking to speak to a manager or supervisor. I was then hung up on after XXXX min on hold and called back immediately. I was finally able to speak with a supervisor at XXXX named XXXX, company ID XXXX. XXXX told me I would have to get a court order signed off by a judge or subpoena in order to receive a copy of the conversation that was had with XXXX. XXXX said that would require an attorney and legal fees making it feel intimidating and impossible to get anywhere with my request which is also my right as an XXXX XXXX  This seems to be one of the biggest communication breakdowns in our country 's history and I am certain I am not the only hard-working individual who has been devastated by this. XXXX needs to be held responsible for the late payments on my credit report and they need to be removed. Their outdated contact information and lack of effort to get my updated contact information is the reason why I have late payments not because I can't pay it. The loan will be current as of today XX/XX/XXXX including all past due amounts. All I ask is that the late payments be removed from my credit report. How can payments be late if I didn't know they were due and who to pay them to? Obviously, I knew I had student loans but the confusion from payments being stopped during Covid along with my loan being transferred to XXXX in XXXX of XXXX which I only found out yesterday XX/XX/XXXX, directly caused the late payments. I had no knowledge that the loan had resumed, and I had no contact from the company that services my student loans. Please consider that I was XXXX XXXX XXXX when the contact information XXXX had on file was relevant. Times have changed drastically and more than 10 years later I am suffering the consequences of a complete communication failure at the time in my life were your credit score means the most. I ask with everything I have that these late payments be removed from my credit report. Hard-working, honest Americans deserve better. 

With hope, honest hard-working American

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