Consumer complaint received 2017-11-18
Company: AES/PHEAA
State: MO
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
PLEASE NOTE : Previously I submitted this complaint about the wrong company. I had thought it was XXXX handling these loans, but my financial advisor has corrected me and told me this problem happened with Fed Loans. I tried to go back in to my old complaint and apologize to XXXX, but there does n't seem to be a way to do that. Thank you. 

Complaint : 1. A while back it was brought to my attention that there were multiple instances of bad marks on my credit report from student loans in default. This surprised me, because I was not aware of any default, and believed that I was in deferment, and had not been called or received correspondence from the loan servicing company. 2. I then called the loan servicing company. I was then further shocked to find that they had in my file very old contact information, an old address in XXXX, Missouri, and an old landline phone number from the days before I had a cell phone. This was quite strange, since I 've had a the same cell phone number since XX/XX/XXXX, and it 's the number I had when I took out new loans for the graduate program at XXXX XXXX XXXX I entered in XX/XX/XXXX, which I knew they had. 3. I pressed the phone rep at the loan servicing company about this, and finally asked to speak with a supervisor. The supervisor looked in to it and said that when my deferment was ending they -- for reasons they could not explain -- contacted one of the references I 'd included on a very old load request ( it must have been from an earlier degree program ) and that person had provided the old contact info, since it was the last contact info she had for me. I asked them who they got that contact info from, what was the person 's name? And they told me : XXXX XXXX. XXXX is an old friend from a place I had n't lived since XX/XX/XXXX, and whom I really had n't had much contact with for years, so she had very old contact info for me. The supervisor stated that XXXX had given the worker that info, and then that the worker had improperly deleted the other contact info -- which was the CORRECT info, at least the phone number, since, as I said above, that number had n't changed since XX/XX/XXXX ( still has n't changed ). I then asked if they had n't noticed that mailed correspondence to me at that old address had been returned, and the supervisor said that federal mail can not by law be returned, it would have been discarded, and so, no, they would n't have see that was n't a good address. Again, the supervisor stated that the worker should not have deleted the contact info they had for me, even if he was going to enter the incorrect information received from XXXX XXXX. 4. I  then asked the supervisor to put my current information back in the system, and he agreed to do that. 5. I then also asked the supervisor to have the hits on my credit report removed, since the loan going into default in the first place had been their fault, since the deletion of my current contact phone number had been improper, and he agreed to do so. 6. Now, as I work with a financial advisor at my local credit union to try to buy a house with my veteran 's benefit ( I am a XXXX XXXX Veteran ), we find that there are multiple, something like 12 (! ) bad hits on my credit report, all apparently stemming from this event of the improper deletion of my correct contact info. 7. I have been making payments on my loan since that time. 8. Can you please help me in getting those bad, erroneously acquired marks from my credit report? So that I, a veteran, can buy a home? Thank you so much for your great work.

Company response to consumer: Closed with non-monetary relief