Credit history dispute-pull credit report?

We use e Oscar. A customer started a dispute via E Oscar. They were late more than 15 times 30 or more days past due. But when the customer disputed, she didn't specify which payments she is not agreeing with. Can we pull credit to see what she is seeing and respond to her dispute?

Any advice will be very helpful. Thank you

More information on the loan. The loan was originated 11 year ago and paid off 3 year ago.

We use eOscar and print out the trade line information from the ACDV to compare to the paid loan history from our file. We do not pull a credit report.

Thank you!