Consumer complaint received 2018-05-22
Company: AES/PHEAA
State: PA
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:
XX/XX/XXXX, I contacted AES by phone about how my student loans were being reported on my credit report. I was advised to email and was provided an email. I sent multiple emails which included copies of my credit reports attached and received inadequate responses. Finally, one response instructed me to mail because they actually don't accept emailed disputes. I mailed a letter with copies of my credit reports in XX/XX/XXXX. The letter and reports were color coded to clearly show the accounts I was referring to. Simply, 15 accounts were being reported and yes, I had defaulted, but I had also rehabilitated and consolidated. I have good payment history with the consolodated loan and 10 of the 15 accounts listed were updated to 'satisfied ' and had XXXX balances. The other 5 were still listed as 'derogatory ' and I was asking for them too to be updated with more positive language. XX/XX/XXXX, I was asked for additional information. I had no idea what further information I could provide. I emailed asking for clarification, but the email response told me everything was valid. I requested a manager or director to review my information as I felt this response was vague and still didn't provide clarification for the additional information request. More failed communication continued and I never was connected to a manager director. ByXX/XX/XXXX, I had received a list of 10 accounts with XXXX balances from AES, but no acknowledgement of making any changes on my behalf. Since my credit reports all have 15 accounts listed, I now believed that 5 of the accounts were not supposed to be on my report based on the list provided by AES. I sent a letter, a copy of the list, and a copy of my credit report to each bureau requesting the 5 be removed in XX/XX/XXXX. They did not and I am still confused. I contacted AES and told them that I had expected the 5 to be removed since their documentation only listed 10. XX/XX/XXXX, I received a message which informed me that the 5 were originally reported by PHEAA,  but AES took over the loans and reported them. Again, AES does not address my actual problem. The number of loans listed on my credit report is inaccurate and I want the language used to describe them to reflect the positive actions I have taken. I still do not understand how all accounts had the same actions taken-the rehabilitated of my loans before, and that I have now consolidated them yet they have different descriptions. I don't understand why AES took a year to identify the same 5 accounts I kept asking about as PHEAA reported. Also, PHEAA is not listed as one of my creditors and I thought AES and PHEAA were connect. Once again, I was not given any truly helpful information, but I have managed to waste a year of my time to change nothing and have more questions than when I started. At this point, I would like AES to address their lack of communication, failure to provide accurate information, and obvious disregard for individuals who are taking steps to better themselves. Isn't communication, information, and personal improvement the foundation of education? I am frustrated and disappointed in the way this situation has been handled. I can provide copies of my communication with AES.

Company response to consumer: Closed with explanation