Consumer complaint received 2018-08-03
Company: AES/PHEAA
State: AZ
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:
I am writing to have the erroneous information American Education Services ; also known as AES is reporting to the following agencies XXXX, XXXX and XXXX removed from applicable credit reports listed above. AES is obligated per the Fair Credit Report Act section 611, to investigate, validate and report accurate information and is in clear violation of statute. Please see section below : if the completeness or accuracy of any item of information contained in a consumers file at a consumer reporting agency is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a reseller, of such dispute, the agency shall, free of charge, conduct a reasonable investigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from the file in accordance with paragraph ( 5 ), before the end of the 30-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or reseller. 
In XX/XX/XXXX AES transferred loans to XXXX, incorrectly reporting that accounts were 30 days past due in XX/XX/XXXX and 30 days past due in XX/XX/XXXX, damaging both applicants and cosigners credit worthiness, resulting in a XXXX point reduction in XXXX score and denial of housing for applicant as credit score dropped from XXXX on XX/XX/XXXX to XXXX on XX/XX/XXXX. 


Further review of information provided will show : Per representative XXXX in the office consumer advocacy. XX/XX/XXXX payment was applied incorrectly, therefore, XX/XX/XXXX payment WAS NOT 30 DAYS past due. 
Attached payment for XX/XX/XXXX was made directly to new loan service provider, Navient and posted to account on due date of XX/XX/XXXX therefore, XX/XX/XXXX payment WAS NOT 30 DAYS past due. 
Private student loan was originated by XXXX XXXX, and sold to Navient, sent to AES for servicing, and transferred to XXXX  back to XXXX in XX/XX/XXXX. Though requested, none of the lenders listed above were able to provide a full disclosure of payment applications, showing last payment applied to account as being XX/XX/XXXX. 
Additionally, In XX/XX/XXXX ; I was diagnosed with XXXX XXXX XXXX XXXX XXXX, specifically, XXXX of the XXXX. I underwent XXXX on XX/XX/XXXX to remove XXXX from my XXXX  and started a six week course of XXXX  XXXX. Due to XX/XX/XXXX of XX/XX/XXXX, I was unable to work and was receiving XXXX at 50 % of my normal salary. Even with substantial cut to my pay, I continued to make monthly payments on referenced loan. 

On XX/XX/XXXX, I was unable to eat or swallow and was taken unconscious by ambulance to XXXX XXXX XXXX XXXX, in XXXX Arizona where I remained through XX/XX/XXXX. During my time in the hospital I had three XXXX XXXX to insert a XXXX XXXX as I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( please see notes in final report stating patient was hospitalized due to XXXX XXXX XXXX. ) Due to the fact that I was receiving XXXX, I was driven by ambulance from the hospital to XXXX  XXXX XXXX XXXX daily to receive treatment. 

I made a payment on account in question on XX/XX/XXXX, and web payment on XX/XX/XXXX which did not post immediately as I requested, as well as Payments XX/XX/XXXX, and XX/XX/XXXX to Navient. Due to be in a coma, a payment was not made in XX/XX/XXXX, however, as previously AES Representative XXXX in the Pennsylvania Higher Education Assistance Agency Office of Consumer Advocacy ( branch of AES ) stated that the payment made in XX/XX/XXXX was INCORRECTLY applied by AES causing inaccuracies reporting for XX/XX/XXXX. 

The 30 day / account closed derogatory remarks recently reported to corresponding credit agencies on these accounts has caused XXXX and myself serve and extreme repercussions. XXXX is in the process of looking for new housing in the competitive XXXX XXXX her and with the drop in her credit score is unable to now rent an apartment, or find a room to rent. I may not be able to continue with XXXX care as needed to access a private lender to seek treatment ( such as XXXX XXXX ) due to now reported credit history. 

It is imperative that AES correct this situation immediately in accordance with the FDCRA. 

AES received dispute letter on XX/XX/XXXX, did not inform CB 's of dispute, and did not respond to dispute until XX/XX/XXXX- well past 30 days allowed for investigation plus they did not correct erroneous error ( s ) that accounts were 30 days past due even though check copies were provided. Lender ( s )  could not provide complete accounting of payment application as requested.

Company response to consumer: Closed with explanation