Consumer complaint received 2025-11-26 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: FL

Complaint narrative:
I am being pursued by XXXX XXXX XXXX for XXXX {$48000.00} in student loan debt, but there are serious documentation and contractual violations occurring that make this collection effort improper and potentially illegal. 
When I reviewed my account documents through their online portal, I discovered that XXXX only has XXXX Master Promissory Note on file, dated XX/XX/XXXX. This is deeply concerning because they are attempting to collect nearly XXXX XXXX dollars in debt but can only produce documentation for loans from a single year. This means that the vast majority of the debt they claim I owe has no underlying promissory note to support it. Without these promissory notes, XXXX can not prove that I actually agreed to borrow this money, can not establish the specific terms I supposedly agreed to, and can not demonstrate that they have legal standing to collect on these alleged debts. 
The promissory note is the fundamental contract in any loan relationship. It's the document that proves a borrower agreed to the debt and establishes the lender 's right to collect. In mortgage foreclosure cases, courts consistently require servicers to produce the note and prove their authority to collect. Student loan servicers should be held to this same standard. XXXX is essentially asking me to pay XXXX XXXX XXXX XXXX XXXX based on their word alone, without providing the legal documentation that would prove these debts exist or that I agreed to them. 
Beyond the missing documentation, XXXX has also violated their own contractual agreement with me. I have an active repayment contract with XXXX that does not renew until XXXX. Despite this binding agreement that we both entered into, they are now demanding payments with a next payment due date of XX/XX/XXXX, which is before our contract is set to renew. They are attempting to unilaterally change the terms of our agreement and are completely ignoring their own contractual obligations. This breach of contract demonstrates bad faith servicing practices and creates additional confusion about what my actual obligations are under our existing agreement. 
The combination of missing promissory notes and breach of our repayment contract suggests systematic failures in XXXX 's servicing practices. They appear to be operating without proper documentation and without regard for their contractual commitments. This affects my ability to verify the accuracy of what I actually owe, to rely on agreements I've made in good faith, and to protect my credit and financial future. I should not be held responsible for nearly XXXX XXXX dollars in debt that XXXX can not properly document, and they absolutely must honor the repayment agreement that we both signed. 
I have requested that XXXX provide all original signed promissory notes for every loan included in this balance, along with complete payment history and documentation proving their legal authority to collect. They have been unable or unwilling to provide this documentation. Their refusal or inability to validate these debts while simultaneously demanding payment and potentially reporting to credit bureaus is a violation of basic consumer protection principles and federal servicing standards.

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