Consumer complaint received 2019-03-14
Company: AES/PHEAA
State: MO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
Below is my dispute letter sent to the creditor along with the important dates : ************************************************** Hello, I will explain the timeline of events below and why I feel that I should not have a delinquency on my credit report. 
XX/XX/XXXX - My monthly payment is normally {$340.00}. I was behind a month so I paid {$690.00}. My bank account was charged {$1300.00}. 
XX/XX/XXXX - I notice the over payment and call to have {$690.00} refunded to my account. They tell me it takes 30 days to process I should see funds by XXXX XX/XX/XXXX - I notice my account is still showing delinquent even though they are in the process of refunding my money. I ask and they say it never got processed and that it would be another 30 days to receive funds. At this point I tell customer service to not write another check. I told the representative to cancel the refund and credit my account. The {$690.00} would have made me current up to XXXX so this made the most sense to me. They tell me it takes 7-10 days to cancel but the account will be current and there will be no late fees. 
XX/XX/XXXX - My grandmother gets a harassing email. I check on the account and they say I am 70 days delinquent. I asked what happened to the refund check cancellation and account credit, they tell me that didn't happen and that they wrote a check for the refund on XX/XX/XXXX. When I asked why they wrote a refund in XXXX even though I cancelled the refund in XXXX I received a no answer XX/XX/XXXX - I make a payment of {$340.00}. I believe this payment should be for XXXX, however since my account was never credited this payment went towards XXXX. 
XX/XX/XXXX I make another payment of {$340.00}. I believe this should be for XXXX, it went towards XXXX XX/XX/XXXX I finally receive the refund check. 
XX/XX/XXXX my credit repair representatives notify me of a delinquency showing up on my credit report. I call AES and the representatives tell me to fill out attached dispute form. Also, I pay the remaining {$690.00} the same day In summary, I would like to have the delinquency removed from my credit report since your representative assured me that my refund check would be cancelled and my account would be brought current on XX/XX/XXXX. For some reason that did not happen and I do not feel my credit report should reflect miscommunication from your organization. I have been working very diligently on repairing my credit report and this delinquency is cause severe damage to my credit. Thank you for reading my dispute and I look forward to hearing from you with a resolution.

************************************************* B
elow is an updated time line of the dispute : XX/XX/XXXX I was working with a company called XXXX XXXX XXXX and they were to fax my dispute letter in XXXX. I never hear a resolution. The email directly to AES regarding the status occurs on XX/XX/XXXX XX/XX/XXXX I receive a dispute response from AES and they deny my dispute and take no action. I now file a complaint with the consumer financial protection bureau.

Company response to consumer: Closed with non-monetary relief