Consumer complaint received 2019-09-04
Company: AES/PHEAA
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Incorrect status on credit report : Payment status reads : Credit Grantor could not locate consumer/consumer now located. 
This should not be on my credit report as this was due to an error in their system ; it shows up as negative on my credit report and decreased my score. To me, it sounds as if ; I fled the country and they made multiple attempts to contact me because I wasn't paying my bills. They couldn't locate me, but now they can. A dispute was opened but Fed Loan claimed the information was true and denied my dispute. My credit report also shows : Subscriber reports dispute resolved-consumer disagrees. Completed investigation of FCRA dispute- consumer disagrees. Other reports say customer has now located customer. Again, this looks bad on my report & if I was a lender I would be weary of someone with this on their account. Below is the actions I have taken thus far. 

XX/XX/XXXX : Fed Loan Serv has flagged your account as not paying off your balance and can not be located. 
XX/XX/XXXX : Began dispute process and emailed Fed Loan : only received an automated response saying they received message. 
XX/XX/XXXX : Sent another email only receiving automated response. 
XX/XX/XXXX : Sent another email only receiving automated response. It is important to note that this is through their online contact us tool. 
XX/XX/XXXX : Contacted company. Multiple people tried to assist me & someone named XXXX became my main point of contact. Unfortunately, she had never heard of this error. I sent her all credit report documentation as requested. She called them " tradelines ''. She was unable to help me and needed to seek clarification from her managers. 
XX/XX/XXXX : Voicemail received stating address in their system was invalid and that is what caused the error. She assured me it would be fixed and provided me with her contact info and extension. 
Sidebar : I've lived at the address for a year at this point and my address has remained valid on all accounts. Clearly, this was an error on their part. 
XX/XX/XXXX : XXXX reporting that investigation was complete and Fed Loan agrees that the reported data is accurate and I could not be located. I called XXXX and the representative told me that XXXX   contacted Fed Loan Servicing on XX/XX/XXXX and that was the most up to date data. 
My question was : As a consumer how am I protected from a company reporting inaccurate information. They recommended I file a complaint as my only recourse. I also sent another email via Fed Loan contact us web page. I also tried to use the extension provided to me & the representative at fed loan provided me with an extension but no way to enter said extension. So it took multiple calls to the company to just get to the extension and leave a voice mail. 
XXXX : Received a voice mail from Fed Loan stating that the information was just not up to date yet. Also, this was the first time I ever received any response to an email I sent them. It stated that they saw I had already reached a representative and they hope she answered all my questions. 
XX/XX/XXXX : Still showing inaccurately on my credit report. Jumped through the hoops to call again and leave a voicemail. However, I never received a response. I had mentioned I didn't want to take this further I just wanted my credit report to be accurate. I believe there are laws governing reporting of data.

Company response to consumer: Closed with explanation