Consumer complaint received 2023-04-20
Company: AES/PHEAA
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
I received a notification from my credit monitoring service on approximately XX/XX/XXXX that I received a 60 day late payment status from American Education Services. For context, this loan was established in and has always remained in a positive status with on time payments. In XXXX, XXXX a family member made a large payment that placed the loan into a paid good standing status through what Ive now learned to be XX/XX/XXXX. Between the periods of XXXX through XXXX my contact information changed and my e-mail was compromised. 

Unknowing to me, my account went back into repayment status early this year. AES did not contact me at any point to inform me there was a delinquency on the account. Upon discovering the delinquency through my credit monitoring service, I contacted the company and immediately corrected the delinquency and updated all contact information. I explained my contact information changed and they unfairly reported me to the credit bureau. The representative told me I agreed to electronic delivery years ago which meant AES will never contact me by postal service mail. They had incorrect telephone numbers, email address, etc. They had my current mailing address but never sent a letter through post. 

As it turns out, the agent gave me incorrect information when informing me AES would not mail me a notice because I received a letter of delinquency on XX/XX/XXXX and another on XX/XX/XXXX. This is proven by my USPS informed delivery service ( attached ). The letter was dated XX/XX/XXXX. It has been widely reported on that the U.S. postal service is underfunded and has significantly slowed. Had I received some indication there was a delinquency in a timely manner, this would have been remedied immediately as shown by my immediate response after discovering the delinquency on my credit report. 

I do not believe this is a fair as I made every good faith effort to correct a communication mistake from AES. They had at least one accurate piece of contact information to reach me but failed to do so in a timely manner. Further, I do not agree with the idea that electronic delivery means a financial institution do not have make good faith attempts to reach you prior to administering punitive actions. Lastly, it should also be noted I suffered a medical emergency during the period of time my account entered repayment. Attachments demonstrate I was in recovery during XXXX. 

I have begged them to consider the nearly 9 years of time between required payments coupled with the lack of communication and incorrect information provided by customer service representatives to remove the derogatory remark on my credit. It is clear that I take my credit very seriously and acted within 24 hours of receiving notice. 

Please assist me with this. I am an XXXX XXXX XXXX in a high level role with the United State military and I would never operate in manner to hold clients or stakeholders accountable after a 9 year period without making every good faith effort to contact them. I hope the same from a financial institution.

Company response to consumer: Closed with explanation