Consumer complaint received 2017-03-15
Company: AES/PHEAA
State: SC
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
XX/XX/XXXX To Whom It May Concern : I 'm writing to dispute a derogatory event on my credit report which should be removed. AES ( American Education Services - Account XXXX ) erroneously stopped withdrawing payment from my account and never notified me of this occurrence. I was led to believe the debt had been paid. I had paid {$58.00} for 9 years, never missing a single payment. For some unknown reason, AES stopped taking out payment on XX/XX/XXXX and never contacted me. They closed the account with credit bureaus saying closed and complete, Then, I received a notice saying I was several months delinquent in payment and they had notified the credit bureaus. This is a mistake on the part of AES and they have indicated they would rectify this situation with you directly. However, it appears they have not done so for the full duration of the issue at hand. They were supposed to suspend delinquency reporting until the full situation was resolved - both with the credit agencies and the account status overall. Again, they did not do as they had promised through my various communications with them. As a result, I am following up with you now to have this derogatory event taken off my credit report. Below are my specific contact details as well as a timeline of the events. 

Please feel free to contact me at XXXX or XXXX. I look forward to hearing from you to resolve this issue. 

Regards, XXXX Personal contact details : Name : XXXX DOB : XX/XX/XXXX SS # : XXXX Current Mailing : XXXX, XXXX, XXXX XXXX Previous Mailing : XXXX, XXXX, XXXX XXXX Page 1 of 2 XXXX - Derogatory Credit Event dispute - continued Timeline of events : XX/XX/XXXX - I called AES after receiving notice from XXXX that I had an account 90 days late. I was never given notification of this issue or reason they stopped taking out the funds from my account - which has not changed in years. I was on this call for ~2 hours, speaking with XXXX and then XXXX . He did some research called me and then advised he would call me back. 


XX/XX/XXXX - XXXX calls back and says my account was put in review and suspended all " collection calls '' and admitted AES had made a mistake and would correct it with the credit agencies. 

XX/XX/XXXX - after many attempts I finally reached XXXX again, explained the situation another time and he again assured me the matter would be taken care of. I never hear from him again. 

XX/XX/XXXX - I receive a call from XXXX of AES. I explained the situation another time. He spent 20 minutes reviewing my account. His employee ID is XXXX. He assured me they would handle this matter. Nothing was ever done. 

XX/XX/XXXX - I reach out again to AES and this time speak with XXXX, explaining the situation again. She advised I would receive a note saying the derogatory event would be taken off all of my credit reports. I 've attached the note I received but again, nothing was ever done. 

I waited patiently for action to be taken but nothing happens. 

XX/XX/XXXX - I reach out directly to all credit agencies to dispute this issue I have also started the process of retaining a Lawyer.

Company response to consumer: Closed with monetary relief