Consumer complaint received 2018-02-06
Company: AES/PHEAA
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I became of member of XXXX  / XXXX / XXXX monitoring and when reviewing my credit reports I noticed that XXXX XXXX is reporting 120 days of late payments ( {$43.00} ) for the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I reached out to the XXXX   XXXX several times by telephone to discuss the errors on my account and the miscommunication. During that time period I was dealing with a hardship and contacted them. I can remember I did my loan forbearance over the phone with a very nice and professional customer service representative who was very understanding and told me everything was taken care of, but after reviewing my credit I seen my forbearance wasn't taken care of, so I reached out to XXXX for help. 

I thought that I can handling this issue directly with the company and my problem will be solve, only to find out their Customer Service Representatives are extremely rude and unwilling to listen and help you with your problem. Ive been an upstanding customer and always paid and handle my account issues in a timely matter since my account been transferred to XXXX its unfortunate that the nice lady that I spoke with back in XX/XX/XXXX didnt handle my account correctly. 

In XX/XX/XXXX I submitted a written letter informing them of this issue and the only thing I received back was an electronic response letter in my account porter saying they received my credit request and that they are needing more information which I submitted by mail and gave them a copy of my credit report. 

Latest phone conversation XX/XX/XXXX : I contacted XXXX to see how this issue can be resolved. The customer representative was so rude and didn't allow me to finish my claim she said NO! sorry there is nothing I can do. I tried to explain to her that everything was done over the phone back in XX/XX/XXXX she continue to basically tell me Im a lie. I asked to speak with the Supervisor. I was then placed on hold for a long time ; the supervisor came on and basically said he couldnt do anything either and I will need to submit a dispute form and it will go into review and it will take 5-7 days to receive a respond. Its very frustrating and unfair that I have to take the blame and say it was my fault so that I can be consider for an adjustment. 

XX/XX/XXXX : I spoke a new customer service rep. name XXXX ( employee # XXXX ) and asked her about the 5-7 days response and she quickly told me NO Ma'am! you will not hear anything back from us about your dispute until 30-60 days. Why am I getting the run around and different answers from employees a few days ago I was told by a XXXX supervisor that it will take 5-7 days To add, I just recently did a Disaster Forbearance due to Hurricane Harvey and everything was done over the phone with no paperwork or with my signing ( XX/XX/XXXX-XX/XX/XXXX ) - safe to say nothing have been reported yet. 

please help! I tried to collect all the documents I can find*

Company response to consumer: Closed with explanation