Consumer complaint received 2019-11-25
Company: AES/PHEAA
State: KY
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:
Sir/ Ma'am, I am submitting this in regards to a negative credit report that was generated due to a delinquency on my account that I was never made aware of. To give you a background, I was using the direct debit feature with Fedloan Servicing to regularly pay my student loans. When I went back to school to obtain my degree the payments were froze by Fedloan. Once I graduated I called and make sure the amount taken out was accurate once it was regenerated. I was told everything is up to date ( XX/XX/2019 ). In the same month I joined the XXXX XXXX as an XXXX and moved my residency. Apparently, what I was told was inaccurate information because the loans that was accrued when I went back to school did not get attached to the direct debit that was coming out of my account. This caused a delinquency that was never brought to my attention. Apparently the email that were being sent were going to an un-monitored email. I never received an email, letter, phone call, or any other notification that there was a delinquency. How I found out about this mess, was through a credit reporting agency, XXXX, that monitors my credit score. I was notified by them that my credit score went from XXXX to XXXX, overnight. My heart sank. Once I figured out the source, I called Fedloan Servicing, paid the delinquency and put the account in good standing the same day. In addition I corrected the address, email, and contact information they were incorrectly using. As an XXXX in XXXX XXXX, it is my nature to take responsibility for issues that occur in my life. The problem with this is, my credit score will remain falsely low due to the delinquency. I have spent a total of 8 hours on the phone with countless representatives from Fedloan servicing. One agent by the name of XXXX, tried to help, but stated she can not make this go away. I have called her numerous times and left voicemails, emails, and had other agents try to get in contact with her, but she refuses to return my calls. I have submitted pre-deployment paperwork, as she advised me to do, yet I continuously get denied. I have been told by every agent, they wish they could reverse the negative reporting but " their hands are tied ''. I have disputed the negative credit reporting twice and been denied and have another dispute open, I will continue to dispute every time it gets denied. 

This negative reporting comes at the most inconvenient time. I am currently up for promotion with the XXXX. Without promoting there are consequences. I am being told by my commander that if this reversal does not take place by the beginning of the year, I am in jeopardy of corrective action. My fiance and I are currently building a house, if this credit adjustment does not take place, I am in jeopardy of not being approved for a loan once it is complete. We have spoken to loan officers and they say the same thing, 'this must be reversed '. I am praying for any assistance to get this negative reporting off my credit. At this point I have no other choice but to keep trying.

Company response to consumer: Closed with explanation