Consumer complaint received 2026-04-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Servicer under contract with Federal Student Aid
State: TX

Complaint narrative:
To whom it may concern, I am writing to formally dispute two student loans that were fraudulently opened under my name as a result of identity theft. In XX/XX/XXXX, I discovered through my credit monitoring account that two student loans had been opened in my name that do not belong to me. I immediately contacted Federal Student Aid, Default Resolution, and the listed creditor, XXXX. I was instructed to file a police report in my place of residence. I reside in XXXXXXXX XXXX, and have never lived in or attended XXXX XXXX XXXX in XXXX where these loans were reportedly opened. The fraudulent accounts used my personal information but listed an address that I have never lived at or been associated with. I obtained this information directly from Federal Student Aid and the creditor. I also gained access to the accounts and updated the contact information, as the email and phone number on file were not mine. Following instructions, I filed an identity theft report with the Federal Trade Commission, along with a police report, a supporting letter, and documentation verifying my residence. I submitted these materials to all credit bureaus and confirmed receipt both by phone and through their websites. After this, the fraudulent loans were removed from my credit report. However, in XXXX XXXX a balance of approximately {$1900.00} reappeared on my credit report related to Federal Student Aid, which I did not recognize. When I followed up, I was told that my documentation had not been received and that the loans remained under my name. I was also informed that a XXXX XXXX had been disbursed to the individuals responsible, even after I had already reported the identity theft. At that time, I was instructed again by Default Resolution and XXXX to resubmit all documentation and provide additional records, including proof of residence and my high school diploma. I did submit a second application in XXXX ; however, I was unable to include my high school diploma at that time because I could not locate it. This delay was further impacted by serious family emergencies, including a suicide attempt by my sister and a dog attack involving my son, which required my immediate attention. More recently, during the FHA loan process this month, I contacted all relevant parties again to resolve this issue and submitted a third attempt to address the fraudulent loans. Despite my repeated efforts, I have continued to receive inconsistent and conflicting information. I have been told that my claim was denied, that I should reapply, and at times that I should not submit additional documentation. I was also advised to contact the school directly, which raised concerns. I was directed to contact a California inspector, but the contact system did not function properly, preventing me from reaching anyone directly. I was only able to leave a voicemail, and I have not received a response to date. Additionally, the school has not provided any documentation regarding the fraudulent accounts. I have not attended school since approximately XXXX and have always resided in Texas. I am a single mother of two children and have made every effort to resolve this matter in good faith. This issue has now caused severe financial hardship. I was pre-approved for an FHA loan in XX/XX/XXXXXXXX XXXX and proceeded with the home buying process, including submitting notice to vacate my current residence with a move-out date of XX/XX/XXXX. However, I was ultimately denied due to these fraudulent student loans. As a result, I am now facing imminent housing instability. This has been an extremely distressing and overwhelming process. I have done everything I have been instructed to do multiple times, yet these fraudulent loans remain under my name. I am respectfully requesting an immediate review, full discharge of the fraudulent loans, and correction of my credit and records. Please assist me in resolving this matter as soon as possible. XXXX XXXX

Company response to consumer: Untimely response