Consumer complaint received 2019-01-07
Company: AES/PHEAA
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
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 a student who has been attending college since XXXX. Currently I am enrolled with XXXX XXXX University. Before that I was attending XXXX XXXX and XXXX  on XXXX with a XXXX. I started classes at XXXX XXXX University on XXXX of XXXX and enrolled in XXXX of XXXX for My XXXX. I will graduate this summer. During the enrollment process, I noticed that there was a 90 day late payment for student loans reporting on my credit report. I was very confused and shocked as to why I was being reported late when I had never received a bill. That's when I decided to call XXXX XXXX XXXX to figure out what was happening. 

When I called XXXX XXXX, I asked a lot of questions. I was wondering why they never sent me a bill but instead decided to report me late on payments. They couldn't answer any questions and didn't seem to know what was going on. I was asked to provide copies of my credit report so they could investigate the situation and clear up any mess or confusion. I went ahead and did as was asked. The issue was that XXXX  XXXX never seemed to ever receive the documents. They would ask me to fax it and e-mail it several times over a period of 2 months. Nothing ever came of it. After months of frustration I began asking a lot more questions that XXXX  XXXX never seemed to have an answer to. 

XXXX XXXX  kept saying that they never received any of my paperwork but then would tell me that they had notified me about the bills due. I asked them how they provided me these notices and was informed that they sent them to my XXXX paperless inbox. I didn't have a XXXX paperless inbox ... In fact, I didn't even create one until several months after the 90 day late payments were on my report. In other words, they never billed me or were trying to bill me to an account that didn't exist. I notified them of this fact but XXXX XXXX  didn't seem to care. 

For month 's I tried to get them to prove to me that I was billed or notified about this account. They never called me, never sent me any notices in the mail, and they never even billed me electronically or by e-mail. I even have proof. I took a picture of all the e-mails I've received at XXXX account and the oldest notification of any kind is on XXXX of XXXX. They don't even have any bills either. These are just account related documents. THERE IS NO BILL WHATSOEVER IN THE ENTIRE HISTORY OF MY ACCOUNT! How could be late on something I was never billed for. and since I am a student, why do I have to pay on my student loan since I am still attending school? 

This is totally unfair and is detrimental to my credit. I will be attempting to buy a home as soon as I finish my XXXX program this year and those late payments are a hindrance which will not get me the best loan possible. This means thousands of dollars over the life of a 30 year mortgage. It also means higher interest rates on many other types of credit I will need to obtain over the next 5+ years. 

I even attempted to hire a consumer advocate to deal with this on my behalf since I was not getting anywhere with XXXX XXXX. My advocate spoke with them on several occasions during the last 6 months and he has been given the run around as well. They tell him that they have sent e-mails to me on XX/XX/XXXX through XXXX of XXXX. But as stated before, I didn't even have an account for them to send an e-mail to. I even have proof. I am uploading an e-mail I received dated XX/XX/XXXX of XXXX informing me that I should open Account Access so I can get open up account access. 

I really need assistance in getting XXXX XXXX  to remove that 90 day late payment from my credit report. I was never late, they never billed me, and there was no way for me to know that I owed money especially since I am still a student.

Company response to consumer: Closed with explanation