Consumer complaint received 2020-05-12
Company: AES/PHEAA
State: NC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
In XX/XX/XXXX, I received a credit alert to my e-mail address informing me that my credit score had drastically dropped. I was confused, being that I pay all of my bills on time and in full every month, without fail my entire life. I had a near perfect credit score that was cut in half over night. I immediately pulled my credit report to investigate, and found I had four delinquent accounts for a company I didn't recognize. I took my loans out with AES and had been paying for them in full and on time each month, figuring that all my loans absorbed into that one account. I called the company that gave me the delinquent accounts, found out it was FedLoan, and found out I had an account with them, XX/XX/XXXX. Not once did I receive any communication ( e-mail, mail, phone call ) from FedLoan to alert me about any upcoming balance or specifically any issues on my account. When I called FedLoan, I found out they had an incorrect email for me, which I had them update. The address and phone number was correct, which they failed to utilize by never even letting me know this account was ready to start making payments, much less that I was delinquent unknowingly. I was distraught that my credit score was destroyed beyond repair and I didn't even do anything wrong to cause it! The company failed to contact me.

During my initial call with Employee # XXXX, she told me I could get those credit marks removed and that it would take 5-7 days. She told me to go to myfedloan.org and create an account with an account number she provided to begin making payments. That is clear as day, another red flag that I didn't even have an online account so how was I supposed to know the payments started? I continued a several month long fight with countless employees via phone where each time the employees would tell me they can't fix credit scores even though they were in the wrong. I found it weird that the first person I spoke to seemed to think I could. On XX/XX/XXXX they sent me a " Name change correction '' form as " resolution '' to my complaints, which was utterly useless being that my name hasn't changed since birth, further showing their incompetence. I never mentioned a name change before, only that they never contacted me once which would be an address or contact info problem not a name change problem. I submitted several disputes to all three credit bureaus which each time FedLoan claimed were false, leaving my credit score severely impacted to this day. I have been fighting to correct my credit score for an entire year, it is now XX/XX/XXXX and there has been no resolution on FedLoan 's behalf. They NEVER contacted me once regarding this account, but deemed it necessary to place FOUR delinquent notices on my account. This is cruel, dishonest, and criminal. My other loan provider had no problem notifying me when my payments began, I actually received both an e-mail and a letter in the mail ( what a concept! ) ; FedLoan should be required to do the same. I'm not a mind reader, how was I supposed to know this account existed, much less, it wasn't being paid? I can't even refinance my loans with a more trustworthy, and honest company because my credit score is so damaged from their lack of communication, which further punishes me for their mistakes. I can't get a mortgage on a house, new credit cards, anything because of what they did to me. I have exhausted all of my opportunities to try to amend this issue, and I am hoping this complaint will go somewhere. It's a shame that they are able to get away with things like this. I am an honest, hard working, and good person who pays all of my bills on time every month. Point blank : IF I KNEW ABOUT THIS ACCOUNT AND THE BALANCE, I WOULD HAVE PAID IT IMMEDIATELY. FedLoan needs to be held accountable for their mistakes and not even trying to contact borrowers when they have upcoming payments and warn them first before placing notices on their credit. These are LASTING impacts that will haunt me for countless years before they are removed from my report, impacts that could have been avoided by a simple phone call or email from FedLoan.

Company response to consumer: Closed with explanation