Information lost in a Black Hole?

I'm probably missing something here. I'm reading The Black Hole War, which goes on endlessly about the problem of black holes destroying information - something anathema to physicists. A book I read quite a few years back gave a hypothetical first-person account of what it would be like falling into a black hole (disregarding disintegration... it's a thought experiment after all!). In this account the "pilot" sees the black hole in front of him and the universe outside. As he approaches the universe seems to speed up. As he reaches the event horizon the universe plays out like a crazy high speed film, coming to an end and burning itself out before he actually reaches the horizon. This is a severe form of time dilation caused by relativistic effects. The moral is that objects falling into a black hole ***never actually get there***. They fall endlessly, always speeding up but never reaching their destination. In this scenario no information is lost because none of it ever actually crosses the event horizon. It's all just piled up against it. Not retrievable, but not destroyed. This seems elementary enough that I'm stunned it's not discussed by astrophysicists. ...so what am I missing?