Consumer complaint received 2018-08-28
Company: AES/PHEAA
State: NC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Below is a transcript of my most recent and what is now 4th complaint to XXXX XXXX. These complaints are met with abandonment and rhetoric meant to keep me in a never ending loop of never reaching a solution. 

Dispute Details : Beginning in XX/XX/2016 I began a series of outreach attempts to XXXX via email and phone call. At the time, I had relocated and so did not receive a paper version of my bill. This was of course around the time that my loans exited forbearance and entered repayment. Despite this, I attempted to login into the account via the website to submit payments. I was locked out due to failed login attempts ( I forgot my password ). This is when I began to reach out to XXXX per the reset password service instructions. My emails went responded to and my phone call often ended before I could speak with a representative due to 1 hour+ wait times. I eventually did connect with someone and had my account reset. At that time, I brought the account current due to retro dated forbearance granted by XXXX. Ever since, my account has been in good standing. I was assured, ON TWO OCCASIONS, that due to the nature of XXXX not responding that these late payments would cease to be reported to the consumer agencies. That unfortunately has not become the case. 
I have spoken with 5-6 representatives over the past year regarding the situation. I have been told to submit credit disputes such as this one ( this being the 3rd ). I have been told that theres nothing anyone can do and that I dont meet the requirements of a customer service escalation. I have been ignored and put into the same loops of action over and over without any substance of a conclusion coming to fruition. To put it candidly, I have been told that I am a liar and that even though I tried to pay when the account was due but was unable to do so because no one from the company would respond to me during that time. 
Today I spoke with one XXXX ID # XXXX. His outtake on the situation and his demeanor is representative of that of the experience with XXXX over this past year and a half. When I asked what I was supposed to do in order to get the issue resolved since I feel XXXX was negligent in allowing me opportunity to pay and that your own representatives had instructed and assured me that the payment statuses would be updated, XXXX had the pleasure of telling me and I quote It doesnt matter what anyone said. We are not going to change our position. Any subsequent dispute you submit will be deemed repetitive and frivolous. You do not meet the requirement for escalation. That is capitalism. We can do what we want. 
Up until today, I thought surely this company cant be mindlessly doing whatever they want and whole heartedly discrediting and ignoring customer complaints. XXXX and most of the rest of the XXXX team have proven the exact opposite of those thoughts to be true and rampant throughout the company. 
These late payments and XXXX negligence has put immeasurable strain and damage to my credit worthiness. Thus, it has caused untold amounts of direct monetary implication.

Company response to consumer: Closed with explanation