Consumer complaint received 2025-03-19 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Personal information incorrect
Company: Central Research Inc
State: CA

Complaint narrative:
I am writing to formally lodge a complaint against my student loan servicers-XXXX XXXXXXXX XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX XXXX ) -due to significant communication failures and servicing errors that have unjustly led to delinquencies on my student loan accounts. Despite my proactive efforts to maintain updated contact information, I did not receive critical notifications about my loan payments, resulting in XXXX and XXXX delinquencies reported on my credit reports. This situation has severely impacted my XXXX XXXX and personal finances. 

Timeline of Events : XXXX - Updated Email with XXXX XXXX : In XXXX, while my federal student loans were serviced by XXXX XXXX I updated my primary contact email address through their online system. XXXX XXXX confirmed this change via a verification email, and from that point on ward, I received all account statements, payment confirmations, and other correspondence at my new email address without issue. 

XX/XX/XXXX - XX/XX/XXXX - Payment Pause and Servicer Transition : During the XXXX pandemic, federal student loan payments and interest were paused. During this period, XXXX XXXX continued to send occasional account updates to my updated email. In XXXX, the Department of Education transferred all XXXX XXXX accounts to XXXX as part of a servicer reorganization. Unfortunately, I did not receive any email notification about this transfer, likely because my updated contact information did not carry over correctly during the transition. 

XXXX XXXX - Payments Resume, No Notices Received : After the payment pause ended, student loan payments officially resumed in Fall XXXX, with my first payment due in XX/XX/XXXX. XXXX, now servicing my loan, should have sent a billing statement or reminder to my email ahead of this due date. However, I received no communication regarding the payment schedule resumption. Because I had no notice or billing statement, I inadvertently missed the XXXX payment. Unbeknownst to me at the time, XXXX was sending payment reminders to the wrong email address-an old email that I had replaced back in XXXX. 
XXXX - XX/XX/XXXX - Delinquency Due to Communication Failure : By XX/XX/XXXX, my loan payment was XXXX days past due, and by XX/XX/XXXX, it was XXXX  days past due. Still, I had not been contacted at my correct email address or informed about the missed payments. I presumed everything was in order, as I had not received any delinquency notices at my valid contact. In reality, the servicer 's failure to reach out to my updated email led to XXXX months of delinquency without my knowledge. I did not receive any phone calls or letters during this period either, so the issue remained undetected by me. 

XXXX XXXX - Credit Report Damage ( XXXX and XXXX Delinquencies ) : In XXXX, my loans reached roughly XXXX days past due. At this point, XXXX XXXX XXXX delinquency to the credit bureaus. I discovered that my credit reports showed serious derogatory marks : a XXXX late payment and a XXXX late payment for my student loan. This was alarming, as it was the first indication to me that something was wrong. My credit score dropped significantly as a result of these reported delinquencies. 

XX/XX/XXXX - Discovery of Error and Contact with Servicer : As soon as I saw the credit report entries, I attempted to contact XXXX XXXX but discovered they were no longer my servicer. After further investigation, I realized that XXXX had acquired XXXX XXXX and assumed servicing of my loans. I contacted XXXX to understand what had happened. In a phone conversation with a XXXX customer service representative, it was confirmed that the email address on file for my account was outdated and not my current email. XXXX admitted they had been sending notices to this outdated email address-one that I had replaced in XXXX. Additionally, they mentioned that I had somehow opted into email-only communications. However, I did not opt into email-only communications with XXXX, as I was unaware they were my servicer and had no access to an account to make such a preference. If I had opted into email-only communications with XXXX XXXX XXXX this further underscores that the wrong email was used on my behalf. This acknowledgment indicates that my updated contact information from XXXX XXXX had not been properly recorded or utilized by XXXX, leading to the lack of payment notifications. 

Supporting Evidence : XXXX XXXX Email Update Confirmation ( XXXX ) : I have a copy of the email verification from XXXX XXXX dated XXXX confirming that I successfully updated my contact email address in their system. This shows that the servicer had my correct email on record going forward. 
XXXX  Call Transcript ( XXXX ) : I also have a recorded phone call ( and transcript ) from XX/XX/XXXX with XXXX customer service, in which the representative explicitly confirms that XXXX had the wrong email address on file for me. The customer service representative stated that I somehow opted into email-only communication. I had no access to an account to do this with XXXX. If they used that preference from XXXX XXXX, they still used the wrong email. This proves that the servicer 's records were in error and directly led to the lack of communication and resulting delinquencies. 

XXXX XXXX ( XXXX ) : I reached out to XXXX about the issue and was able to set up an account with them to ensure I could make payments on my student loan using the correct email. They confirmed that they had received the incorrect email address from XXXX, just as XXXX had received incorrect contact information from XXXX XXXX. Neither XXXX nor XXXX mailed or contacted me about this change in servicer. I only discovered the transition when I called XXXX myself. When I requested that XXXX review my statements to determine whether XXXX had attempted to reach me through any method other than the incorrect email, they found records indicating that delinquency notices had been sent. However, when I asked what method was used, the representative stated their system showed the notices were sent via mail. This is incorrect-I never received any mailed notices from either XXXX or XXXX. Additionally, the XXXX representative advised me to disregard everything that XXXX had said regarding my alleged opt-in to email-only communication. This was extremely concerning, as it implied that XXXX had incomplete or conflicting information about my account history. Given that the delinquencies occurred while XXXX was my servicer, their records should be more reliable than XXXX 's, further demonstrating that servicer mismanagement led to my delinquency. 

Conclusion : I did everything a responsible borrower should XXXX kept my contact information up to date and was prepared to resume payments. It was the servicers ' duty to use that information and inform me of my obligations. Their failure to do so led directly to missed payments and harmful credit reporting. I am respectfully asking for the CFPB 's assistance to ensure that these servicers make this right. This includes clearing the inaccurate delinquencies from my credit record. 

Thank you for your time and consideration in reviewing my complaint. 
I am hopeful for a prompt resolution that rectifies this situation and prevents similar issues going forward.

Company response to consumer: Closed with explanation