Consumer complaint received 2022-03-23
Company: AES/PHEAA
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Fedloan Servicing reported my consolidation loan funded in XX/XX/XXXX as 90-days late three times to all three credit bureaus. I had lost 50 % of my income during the alleged period of late payments and had requested forbearance but Fedloan Servicing said I was still late during the forbearance periods and that there are documented " delinquency forbearance periods '' on my Studentaid.gov U.S. Dept of Education account " per their system. '' I requested an official U.S. Dept of Education Transcript to verify the forbearance periods requested and loan specifics. It does not show 90-days late " three times ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ). 

The representative that I spoke to this morning ( XX/XX/XXXX ), REFUSED to provide proof of the alleged delinquent periods stating that " THIS IS WHAT SHOWS IN OUR SYSTEM AS ENTERED BY A REPRESENTATIVE YOU SPOKE WITH. WE DON'T HAVE TO PROVIDE ANY PROOF OF THIS DATA TO YOU, YOU SHOULD BE PROVIDING PROOF TO US THAT YOU DID PAY! '' Then, the Fedloan Servicing Representative hung up on me! I have never spoken to anyone from Fedloan Servicing who treated me in this way. She also literally told me, " JUST BECAUSE YOU REQUESTED A " DELINQUENCY FORBEARANCE '' AFTER THE FACE AND AFTER LOOKING AT YOUR CREDIT REPORT ... '' I am beyond angry. I can't describe the whole conversation thoroughly but professionally her refusal to supply the documentation I needed to show that I was in fact late when I had requested forbearance and that regardless of forbearance I was still going to be reported LATE to the Credit Bureaus? I have never heard of this. All I wanted was proof of the XXXX alleged XXXX late periods after filing for consolidation in the midst of financial hardship in XXXX of XXXX and after making forbearance. I also even filed for bankruptcy in XXXX of XXXX so I'm only asking for proof that I agreed " verbally or in writing to repay a loan that I did not have the financial ability to repay between XXXX and XXXX. '' How can they be allowed to refuse to send me this alleged " information in their system '' that is not anywhere else? How can they just report my account delinquent to the credit bureaus when I reached out for forbearance and financial hardship help ahead of time? Please help me. I've been trying to straighten this alleged delinquency out with the credit bureaus for two years now. And, to know that Fedloan Servicing states they don't have to send me proof of the alleged delinquency that is captured in their system seems illegal because they're making a claim that I have no records of nor is their alleged data/proof captured in the Dept of Education 's System or on the Transcript I requested and received a copy of. Thank you for your help. I was going through a lot of financial hardship between XXXX and XXXX. All I'm asking for is proof of this delinquency so I can investigate further, request Fedloan Servicing further investigate " thoroughly '' and ultimately/hopefully resolve this dispute with the credit bureaus once and for all. Thank you again, XXXX XXXX XXXX

Company response to consumer: Closed with explanation