Consumer complaint received 2019-05-17
Company: AES/PHEAA
State: NV
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
On XXXX XXXX XXXX I received an alert that my credit score had dropped. Upon investigation, I learned that it had been reported that I had 7-8 Delinquent Accounts from myFedLoan. The issue being that to my knowledge I was enrolled in automatic payments as of XXXX of XXXX and I had received no communication ( via mail or phone ) to alert me to any issues with the account prior to the credit alert. It was only upon calling myFedLoan that I learned they had the wrong email address, were not sending mail to my address ( the one they have on file ), and were not calling my phone number ( the primary phone number on the account ) but rather some other phone number that I dont even recognize. I did get these matters cleared up ( the representative updated my email address, made it so that in the event of any issues with the account my primary phone would be contacted, and took my payment ) and I was assured that once payment was brought up to current my credit would be corrected within 30 days. As such, I paid in full the very same day and waited one month for the correction to be displayed on my credit as advised. However, a month had gone by and the delinquency is still showing on my account. I am trying to correct everything and get things back to normal ( prior to this issue with my account ). I am merely asking that myFedLoan uphold their end and do what was promised when I called in to correct the issues with my account. 

XX/XX/XXXX Employee # XXXX Spoke to this male representative and told him what I was trying to do. He advised me that my claim/form had been denied and that the most he could do was send me another form to resubmit. I requested to be transferred to a supervisor. 
Employee # XXXX Was not transferred to supervisor, was sent to member of service recovery team highest member you can speak to right now. Didnt know why they werent contacting my primary number or why nothing sent to my address. Will send a review request that takes another 30 days. 

XX/XX/XXXX Start call XXXX XXXX XXXX : Employee # XXXX credit dispute form sent in checking on request. Refused my newest ( 2nd ) dispute. Representative informed me that they have direct deposit beginning for me on XX/XX/XXXX then ending on XX/XX/XXXX. Started new direct deposit on XX/XX/XXXX. After 35 minutes was told that she didnt have any information for me right now and would call me back within the next 7-10 business days. 

I have been attempting since XXXX of XXXX to get this resolved and am incredibly disappointed in myFedLoan. I  understand that issues arise and that there may have been some system error where my direct deposit was not processed but for them to not contact me for 3 months during which my balance was not being paid, then alert my credit ( again before alerting me ) 7-8 times, then lie to me promising me it would be resolved when I paid my balance in full within 2 hours of finding out there was even an issues is disgusting and dishonest. I am not unable to even refinance with a new, more trustworthy provider as my credit now shows multiple, severe delinquencies all due to a lack of communication. I had been paying myFedLoan faithfully and without issue prior to this issue and am enraged at how myFedLoan has chosen to handle this situation. They have their money as they should but my credit is now damaged all because they could not get their company together, not to mention whatever information they left on the unknown phone number they were calling.

Company response to consumer: Closed with explanation