Consumer complaint received 2020-04-28
Company: AES/PHEAA
State: OH
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: Their investigation did not fix an error on your report

Complaint:
I AM THE LEGAL POWER OF ATTORNEY FOR XXXX XXXX XXXX # XXXX XXXX, XXXX and myself ( XXXX ) received numerous calls in XX/XX/XXXX and early part of XXXX XXXX that came up on our phones as " potential spam '' We did not answer and no messages were left to identify who was calling. # 2 Co signer XXXX received a past due statement in the mail from AES around XX/XX/XXXX regarding XXXX 's student loans. # 3 found out the number that was calling us and not leaving messages was AES. # 4 XXXX undergoing treatment for XXXX XXXX XXXX  diagnosed in XX/XX/XXXX. Explained to AES on XX/XX/XXXX we were not aware of past due balance and XXXX had XXXX. # 5 AES said they would MAIL a forbearance form to our home.It never came # 6 I called AES around the end of XXXX XXXX was told by AES to print out the " XXXX FORM '' from their website # 7 XX/XX/XXXX AES reported XXXX and XXXX account as " delinquent to the credit bureau. # 8 XXXX contacted AES and was told the wrong forms were sent. The representative said she would E-mail the forms along with a Dispute form for the negative credit reporting. We filled out and mailed back the next day. # 9 XX/XX/XXXX contacted AES to find out the status of forbearance and disputes was told by another representative XXXX that again the wrong form was filled out even though the form we sent them was the one they E-mailed to us. XXXX directed us to the website and told us exactly the form to fill out. I printed and mailed back the next day. # 10 In the mean time XXXX contacted XXXX  and filed a dispute with them regarding the negative credit reporting. 2 Weeks later AES reported a " improved account '' with XXXX  and XXXX   for XXXX. # 11 XXXX noticed credit was not improved with XXXX  and filed a dispute with them. # 12 I filed a complaint to the Ohio Attorney Generals office approx. XX/XX/XXXX regarding the phone calls with no messages and negative credit reporting. # 13 XXXX  reported AES would not change credit reporting for XXXX. ( Hmm could it be this is when they received a letter from the Attorney General? ) # XXXX  Received response from AES regarding complaint explaining that they reported accurately and they would not be making an adjustment. They never mentioned the main concern I had with why they did not leave messages identifying who they were when calling. They also mentioned in the letter that AES spoke to XXXX on XX/XX/XXXX and said that he did not need his accounts placed in Forbearance. My issue with this is that XXXX had XXXX XXXX XXXX on XX/XX/XXXX at the XXXX XXXX and was in the hospital on a XXXX XXXX   as well as oral XXXX and was not able to make rational decisions. When checking XXXX 's account around XX/XX/XXXX they were listed in " Forbearance '' then removed to " regular '' on XX/XX/XXXX. I sent a rebuttal letter to AES as well as to the Ohio Attorney General on XX/XX/XXXX. I have attached all documentation.

Company response to consumer: Closed with explanation