Consumer complaint received 2025-06-20 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: WY

Complaint narrative:
Re : Account Number XXXX Subject : Formal Dispute, Request for Investigation Documents, and Statement of Loan Status To Whom It May Concern, I am writing to file a formal complaint against XXXX concerning their handling of a federal student loan account for which I am the parent cosigner. My experience has resulted in unjustified harm to my credit and exposed me to the risk of fraud, all due to XXXX failure to provide proper notification and maintain accurate borrower information. 

Background and Timeline I am the parent cosigner on this student loan account. During the XXXX pandemic, my family and I, like millions of Americans, experienced significant disruptions. Throughout this period, the federal student loan moratorium was in effect. With the transition from the XXXX administration to the current administration, the moratorium ended. However, I received absolutely no official notificationneither by email nor by mailfrom XXXX regarding the end of the moratorium, the resumption of payments, or any delinquency on the account. 

Lack of Notification and Potential Fraud Concerns At no time did I receive any legitimate notification from XXXX about the end of the moratorium or any change in my loan status. The only message I received was a single, unexpected voice message dated XXXX. Given the prevalence of student loan scams and the lack of prior contact from XXXX, I reasonably believed this message to be fraudulent and took no action based on it. 

As a responsible borrower and cosigner, I routinely monitor my email ( including spam and junk folders ), physical mail, and phone calls for legitimate communications. I am also aware of the high risk of student loan scams and am careful not to respond to suspicious or unsolicited messages. 

Inaccurate Information and Immediate Action I later discovered that none of my contact information on file with XXXX was accurate, despite my efforts to keep my records up to date. This further demonstrates XXXX failure to communicate with me or ensure my information was correct. 

It was only after receiving a legitimate alert from my subscribed credit reporting agency that I became aware of the issue. Upon receiving this notification, I immediately contacted XXXX, set up an online account, and paid the balance in full. Had I received any legitimate notification from XXXX, I would have resolved the matter promptly and would have understood that the moratorium had ended. 

Harm and Request for Resolution XXXX  failure to provide proper notification, maintain accurate contact information, and distinguish legitimate communications from potential scams has caused unwarranted harm to my credit and exposed me to the risk of fraud. 

Therefore, I respectfully request that the Consumer Financial Protection Bureau : XXXX. Investigate XXXX  failure to provide notification and maintain accurate borrower records XXXX. Require XXXX to provide documentation of all notifications they claim to have sent. 
XXXX. XXXX XXXX to correct any negative credit reporting resulting from this failure to notify. 
XXXX. Ensure that XXXX implements procedures to prevent similar occurrences and protects consumers from the risk of fraud. 

I have attached documentation supporting my claim, including a sworn affidavit, correspondence records, and evidence of my prompt payment upon notification. 

Thank you for your attention to this matter and for protecting the rights of borrowers and cosigners like myself.

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