AES-PHEAA

2018-10-15

MD

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: In XX/XX/2018 I had reached out to AES via their website 's contact form about requesting options for lowering my monthly payments. My reason is that I have become the sole source of income for my wife and I as she's unemployed and unable to collect unemployment because of recently relocating to a new state. As requested by AES, I submitted an application and cover letter outlining my financial situation, waiting over a week before reaching out to check on its status. When I spoke with a representative on XX/XX/XXXX at XXXX XXXX EST, they informed me that my loans were not eligible for any form of lowering monthly payments because of " not qualifying. '' I find this to be a bit ridiculous given I had provided substantial document of my financial hardship and AES appears to care little for its customers ' well-being or ability to live.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-15

San Gabriel, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I enrolled in the Public Service Loan Forgiveness ( PSLF ) in XX/XX/XXXX. Once I enrolled in the program my student loans were transferred over to XXXX XXXX. Once I verified my employment they updated my remaining payments. In XXXX I also got verification for the employer before my current job and was told payments from that could be used as well. Once that was submitted the payments on my statements to XXXX became confusing. It Went from 34 Qualified payments ( XX/XX/XXXX ), to 20 ( XX/XX/XXXX ), to currently 17. At last call to them ( XX/XX/XXXX ) I was told a review was submitted in XX/XX/XXXX ). I have not been able to get an accurate understanding of where I am in the process of completing the PSLF program which is making it difficult for me to plan financially long term. I have made many decisions to remain at a non-profit given the opportunity to participate in the PSLF. There are several other practices that I have experienced that make me feel like they are not trying to help the customers in getting forgiveness. 1 ) I have automatically been put in forbearance 2 times without my consent, the account accrued interest. When I followed up with this, I was told it was due to natural disasters that I was not a part of ( wildfires in XXXX California and Hurricanes on the East Coast ). I requested that the payment I sent be applied, but this resulted in an over payment ( which later I find out does not account for a qualified payment. 2 ) Every time I call there is no information on my account being updated. I am told that the reviews of information take a long time, but I have been going through this over two years. I need to be able to plan long term financially for my family and I. I am very concerned especially since I am hearing horror stories of people who think they have completed the program but only later to find out their payments did not qualify. I find it hard to believe that a financial institution can not tell the status of its customers financially.
Company Response: Closed with explanation

Timely Response

2018-10-15

Mem, TN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2018-10-15

Jacksonville, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have worked at a non-profit organization since XX/XX/XXXX. Since XX/XX/XXXX I have paid on-time payments each month. When I initially started making payments on the income based plan I realized my total overall amount was increasing due to interest. I called XXXX and was advised that I could change to the standard payment plan, and that this plan would still qualify me under the PSLF program. Again, since XXXX I have paid on-time payments, never missing a payment, or being late for a payment. I am now told that none of these payments qualify under PSLF. I am beyond disappointed and feel this is unfair and unjust. Again, I was told by XXXX that I would qualify for PSLP as long I my payments were on-time for 120 payments. I have attempted to speak with someone via email multiple times regarding this issue, but am only given a very generic response.
Company Response: Closed with explanation

Timely Response

2018-10-14

IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: XXXX XXXX is not responding to my inquiries regarding Public Service Loan Forgiveness. I have twice submitted documentation regarding my public service employment via upload on their website. I waited for several months to hear something, requested a response, and was told I needed to wait some more. Meanwhile, qualifying payments are not being credited to my account, delaying my ultimate loan forgiveness.
Company Response: Closed with explanation

Timely Response

2018-10-14

IL

Incorrect information on your report

Student loan: Federal student loan servicing

Information belongs to someone else
Complaint: XX/XX/XXXX a letter was sent requesting amount stated that was owed as well as assurance that payment would be accepted in exchange for the original instrument of indebtness in its original form. XX/XX/XXXX received letter from American Education Services/ XXXX also dated for same date with a " payoff amount '', after receiving letter then sent a letter readdressing request for acceptance of full payment in exchange for original instrument of indebtness in its original form XX/XX/XXXX letter was dated by American Education Services/ XXXX with loan amounts, dispursement dates, statuses, interest amounts, delinquency days, also ignoring request for original instrument of indebtness in its original form XX/XX/XXXX sent letter to XXXX stating if they were unable to comply matters are legally and financially settled XX/XX/XXXX American Education Services/ XXXX sent a MPN for Bank of America/ XXXX with the date of XX/XX/XXXX and a typed name on the signature line, on the front of one page with the back dated for XX/XX/XXXX for XXXX XXXX, the following pages have no dates, signatures, account numbers or page numbers XX/XX/XXXX a final letter was sent to American Education Services/ XXXX asking for an original letter of indebtness between the parties listed on the credit report. XX/XX/XXXX letter was dated from American Education Services/XXXX with loan disbursement dates, amounts, interest rates, repayment terms, and installment amounts also ignoring the request made in the four letters
Company Response: Closed with explanation

Timely Response

2018-10-14

Harsens Is, MI

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: XX/XX/2018, XXXX XXXX changed the way that they report Student Loan debt to the credit Agencies. Instead of it being reported, as in the past, like Mortgage debt, it now displaying the interest that is accuring monthly. It's as if the interest has been capitalized! It has not been. My mortgage debt does not do that. It is an installment loan. My credit has took a major hit of at least 50 points! I tried speaking to them to get a better explanation, but no one was clear on how this happened! They just apologized! My credit will never be able to heal because of the way that they are now reporting this installment loan. How can this be fixed?
Company Response: Closed with explanation

Timely Response

2018-10-14

Polson, MT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have been trying to recertify my income based repayment plan for 4 months now. I call twice a month and talk to customer service. I have been told : this is with XXXX XXXX 1. I didnt qualify because I made too much even though I submitted through Dept of Ed and my other servicer Aspire said I did qualify w the same information. 2. I submitted the paperwork twice because they said I didnt submit correctly. Again my other servicer accepted the same information as acceptable. 3. I paid their XXXX dollar processing fee twice because their system did not recognize I had already done so. Last time I called I was told that they made a mistake and still havent processed my requests. 3. I was told I would have an administrative forebearance while they fix their mistake. My amounts are still accruing and I am in jeopardy of credit reporting. 4. Every time I have called the service rep says they will work on it and I have not yet seen any movement. 5. They XXXX XXXX my public loan forgiveness application and I had to call twice to get them to notice they read the dates wrong.
Company Response: Closed with explanation

Timely Response

2018-10-13

Arlington, VA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: In XX/XX/2018 I applied to have six loans I had with XXXX XXXX XXXX consolidated. While going through the process I continued to make monthly payments on the loans. The consolidation was approved and the last payment to XXXX XXXX on the accounts was XX/XX/2018. I received an update to my credit report in XX/XX/XXXX showing the loan balance as XXXX but the payment status is 90 days past due for 6 accounts! This is inaccurate as I paid every month and was not 90 days past due. When I call they tell me my accounts were current. I asked for a letter and all it shows is paid in full and XXXX balance although I requested a monthly payment history. I have sent a request twice to their dispute department but they keep sending me back a note saying my account is accurate with XXXX balance. I keep trying to tell them the payment status is incorrect and no one seems to get it. I need the payment status of six XXXX accounts corrected account numbers are XXXX. I also disputed with XXXX but they did nothing but remark my account.
Company Response: Closed with explanation

Timely Response

2018-10-13

CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: To Whom It May Concern- I have been working in the public ( XXXX XXXX ) or qualifying non-profit sector since I graduated with my XXXX in XX/XX/XXXX. Last year I initiatedstudentloanforgiveness with mystudentloans. They are all qualifying loans and have all been consolidated into oneloan. I currently owe about {$29000.00}. I paid on a Standard 10-yearstandard loanplan from XX/XX/XXXX through XX/XX/XXXX. My loans were transferred to XXXX XXXX in XX/XX/XXXX. In XX/XX/XXXX, I transitioned to an Income-Based Repayment plan. I still could not afford my loans and so transitioned to a 20-year Extended Repayment plan in XX/XX/XXXX. I converted them to this plan, not realizing those would not be qualifying payments. I have been making all my payments on time, is there any way that these can become qualifying payments? XXXX XXXX did not help me to understand that this payment plan did not qualify for loan forgiveness. However, I have made payments for 10 years, without ever missing a payment and have been working in a career that qualifies for loan forgiveness. Certainly, I have met the intent of the loan forgiveness program. As I said, I did not realize that transferring my loans to an extended 20-year loan would disqualify me fromloanforgiveness. Please help me try and get the 10-year standard loan and 20-yearextended loanrepayments qualified for PSLF. Thank you.
Company Response: Closed with explanation

Timely Response

2018-10-12

Nyc, NY

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: Hello, I need some one to send me a letter as well as XXXX, and XXXX to help me with a dispute. I need the letter to say that I have no Current open accounts or late payments due because my account is in forbearance. They keep reporting that I ave open accounts and I don't at the moment. pleas help me!!!
Company Response: Closed with explanation

Timely Response

2018-10-12

Herndon, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2018-10-12

Lexington, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Graduated XXXX and began repayment in what I was told was an eligible repayment program for public service loan forgiveness. I've been full time employed in XXXX XXXX for XXXX years - all during the time of loan repayment. Made payments monthly and on time as required. Recently applied in XX/XX/XXXX at the end of my 120 payments and was denied due to being enrolled in the wrong payment plan. I understand this is a common complaint. Looking for advice for those who entered into these programs with the understanding we were doing what we were supposed to only to be denied after 120 payments, 10 years of being misled or misinformed. I appreciate your consideration and advice.
Company Response: Closed with explanation

Timely Response

2018-10-12

NH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: This is in response to XXXX XXXX pathetic attempt at dealing with my complaint. their response to my cfpb complaint is a true example of exactly how inept this company is. They didn't response to even a single complaint I have. Their response is useless so I will try again until they actually do something. I submitted multiple requests via phone and email about an issue regarding reapplying for income based repayment plans. I spoke with someone over the phone who couldn't solve my problem so I requested he tell his manager I wanted someone who can help me to contact me directly. To be safe I also emailed XXXX XXXX twice and have the emails stating they received my email requests. I did not hear back and so decided to complain to XXXX. After not getting any response back on that it was clear that XXXX XXXX doesn't care about their loan holders in the least bit and contact with them is impossible. Finally after having to complain to XXXX, I got a letter stating to expect a letter regarding my issue as well as a contact person who would be able to help. Its awful that I had to complain to XXXX to get even a poor response. The letter they sent was full of blatant lies and did not address my concerns. I also was not given a name of a person in the letter and there was no contact information of who I could respond to. There is no way for me to respond!!!! I complained to Federal Student Aid who emailed me tonight stating my case was closed to and to expect their actual response in the mail in 10 days. I have since filed another complaint since they are ignoring my complaints and not responding in an appropriate or efficient manner. XXXX XXXX is impossible to get responses from despite repeated requests for direct contact. They never respond and their only responses have been now and in the past blatant lies without any accountability for their inept service. I feel as though my financial future is not in safe hands and is in danger. I would like to request my loan servicer be changed to one of my choosing. If this can't be done I would request that legal action be taken against XXXX XXXX for documented lies in their responses and blatantly ignoring my repeated requests for help.
Company Response: Closed with explanation

Timely Response

2018-10-11

Fort Lauderdale, FL

Written notification about debt

Debt collection: Federal student loan debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-10-11

Robertsdale, AL

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2018-10-11

Hartselle, AL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2018-10-11

Billerica, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I did submit the complaint on XX/XX/18 and I want to follow up with it. Because I received response from PHEAA I do not agree with it because it is incorrect information. However I have document ( emails conversation ) be attached.
Company Response: Closed with explanation

Timely Response

2018-10-11

LA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Investigation took more than 30 days
Complaint: XX/XX/XXXX Consumer Financial Protection Bureau Complaint Department XXXX. XXXX XXXX XXXX, IA XXXX XXXX : Unresolved Credit Dispute with XXXX XXXX XXXX Dear Sir or Madam : My name is XXXX XXXX and I am writing to you about a negligent credit reporting error made by XXXX XXXX XXXX that remains unresolved and has negatively impacted my completing my education and my career. In XX/XX/XXXX I submitted an application for an Income Based Repayment Plan to XXXX XXXX my Federal Loan Servicer. XX/XX/XXXX my application was approved for a $ 0 monthly payment to begin XX/XX/XXXX, that payment was good for 12 months as the document attached will confirm. XX/XX/XXXX I submitted a PSLF ( Public Service Loan Forgiveness ) Application to XXXX XXXX XXXX as they are the designated service provider for this program. My loans were to be transferred to XXXX XXXX XXXX with the {$0.00} payment that I was currently scheduled for. In XX/XX/XXXX I learned that my credit score had gone down and XXXX XXXX XXXX has reported me negatively to the credit reporting bureaus for {$0.00}. I had just been accepted to XXXX XXXX and due to this I could not receive any FASFA funding and had to drop my classes this semester. Per my conversation with XXXX at XXXX XXXX XXXX XX/XX/XXXX I was told that when they received the loans from XXXX XXXX there was a past due amount of {$0.00} so they reported me to credit. However, during my call with XXXX at XXXX XXXX she stated my account was in good standing with no past due balance at the time the loans were transferred and a payment of {$0.00} is not even possible. XX/XX/XXXX I had a three way call with XXXX ID # XXXX at XXXX XXXX and XXXX ID # XXXX at XXXX XXXX XXXX to address this error. I was advised by XXXX XXXX XXXX to submit a Credit Dispute and supporting documentation and they would have to correct their mistake by 30 days from the day my Credit Dispute was submitted which I did the same day through my on-line XXXX XXXX XXXX account. XX/XX/XXXX I uploaded my proof from XXXX XXXX dated XX/XX/XXXX to my XXXX XXXX XXXX on-line account. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX I called XXXX XXXX XXXX and spoke with XXXX who confirmed they have received both of my documents and my file was being reviewed to address their error. I was told to follow up XX/XX/XXXX for an update. XX/XX/XXXX per my conversation with XXXX ID # XXXX at XXXX XXXX XXXX I was told the file review was still in process but not to worry the documentation provided by XXXX XXXX was exactly what they needed to correct the issue and she advised me to follow up XX/XX/XXXX that it would be done by then. XX/XX/XXXX I checked my XXXX XXXX XXXX on-line account and found a letter in my in box dated XX/XX/XXXX stating that they needed more information and I needed to submit a Credit Dispute Form. I spoke with XXXX ID # XXXX at XXXX XXXX he confirmed they already had the form and he advised me that the Credit Reporting Dispute was not completed yet and he agreed by the Fair Credit Reporting Act they needed to complete it that day. I requested proof in writing that the issue had been resolved via email and he told me to follow up again XX/XX/XXXX. XX/XX/XXXX I spoke with XXXX ID # XXXX at XXXX XXXX and he stated they only started the review of my dispute XX/XX/XXXX and that they should never have reported anything under {$5.00} negatively to credit and that the review would be done by XX/XX/XXXX. Today, XX/XX/XXXX I checked my XXXX XXXX XXXX on-line account and found a letter in my in box dated XX/XX/XXXX stating that they needed more information and I needed to submit a Credit Dispute Form. A copy of this document is attached. I am trying to start school XX/XX/XXXX to be an XXXX Nurse but if this matter is not resolved I will not be able to obtain funding. I am so frustrated by this ordeal and I can not seem to get anyone at XXXX XXXX to address the issue. I did not know what else to do but contact you in the hopes that you might be able to assist me in this matter. I have attached all of the supporting documentation I have referenced to support my position and I am respectfully requesting your help. Thank you in advance. Sincerely, XXXX XXXX XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-10-11

Bronx, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I am writing this email to express my profound discontent with how XXXX XXXX XXXX is handling the public service loan forgiveness program. Today ( XX/XX/XXXX ) I was informed that I do not qualify for PSLF because my loans are FFELP loans. This information was provided to me after calling in because I received a vague notice informing me that my employment certification was denied, without the reason why. Today was the 6 time this year that I called XXXX XXXX XXXX regarding PSLF. Years ago I had also contacted them regarding PSLF and I was never told that my loans were FFELP loans. Additionally, my loan servicer AES never told me that my loans are FFELP loans even after I called them to be placed on an income driven repayment plan for PSLF years ago. Furthermore, under the loan detail section of their website for my loans it does NOT say the type of loan that I have, whether direct or FFELP. Instead of the information of the loan type being available on the website, what is available is the loan program ( Subsized consolidation loan ). The representative from XXXX XXXX XXXX said that I would have to consolidate my loans which would have be eligible since XX/XX/XXXX if it weren't for their loan type and the fact that eventhough I called in several times over the years to both XXXX XXXX XXXX and AES I was never told my loan type of FFELP did not qualify. My plan was to apply for the Temporary expanded public service loan forgiveness since I had been on the graduate extended repayment plan for the majority of my loan payment and 2 years on the standard plan. I find it unfair and unjust to not have my employment certification form denied only because of the loan type, especially when it can be converted into a direct loan by consolidation. The problem here is that consolidation erases the 10 years of payments.
Company Response: Closed with explanation

Timely Response

2018-10-11

Bankston, IA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2018-10-11

Garrett Park, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I am participating in the 10-year public service loan forgiveness program. My servicer is XXXX XXXX. I believe XXXX XXXX incorrectly calculated my qualifying months of service, and shorted me by 6 months. I submitted a request for review on XX/XX/2018. I was verbally told by a customer service representative that the timeline for response was 60-90 days. I called in late XX/XX/2018, and was told my request for review had not been processed, and that I could call back in two months and a response would likely be available then. I called yesterday, and spoke with a rep named XXXX. He told me that not only was a response not available, he could not provide me with a timeline for receipt of a response. I asked if there were any ombudsman or advocates anywhere at any organization to help people in my situation. XXXX told me he was unaware of anyone to help me. I do not think it is reasonable that the time to respond to a dispute is unlimited/unknowable. This also means that I may end up making more payments than the necessary qualifying number of 120 for loan forgiveness, and also delay eventual forgiveness of the loan. XXXX may have a valid reason for not crediting me for the 6 months that I believe qualify, but it is not reasonable to fail to respond to my request for an explanation for 8 months, and to not be able to provide me for a timeline for receipt of a response. Please note that I have moved and the address on the attached letter is no longer valid.
Company Response: Closed with explanation

Timely Response

2018-10-11

VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I consolidated a parent plus loan and a personal student loan on XX/XX/XXXX. I filed to pay by PSLF. Since that time I have made exactly 24 payments : XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I also happen to be in school currently. Twice this loan was placed in deferment without my request - it was done automatically because they saw I was in school. Both times I called and said I do NOT want it in deferment, as I am XXXX, and want/need it paid by age XXXX. It took them forever to mail the document for me to sign a waiver. I immediately faxed back both times. It took forever to take the deferment off both times. I called multiple times and was told BY XXXX XXXX XXXX that I may continue to make my payment. It would still count toward my PSLF. I did that. There should be some sort of records that I called. According to them, I have made 12 payments. I requested a review on XX/XX/XXXX. Said it was correct. Requested a review on XX/XX/XXXX. I have called. As of XX/XX/XXXX I was told it may take 6 months, and " ma'am I need to be patient ''. I still haven't heard anything back and it has been 6 months. I am not trying to get out of paying this loan. I just need the payments I have made to count toward my 10 years!!!!!!! I did just what THEY told me to do!!!! I would have NEVER EVER EVER made those huge payments if I had thought they would not count toward my PSLF. Someone THERE told me they would count. I can not get anyone to listen. These payments are more than my house payment. I am single with a child at home with no other support. All I am asking is that my payments be counted toward PSLF as I was told. I certainly did not pay an entire extra year 's worth of payments to not go towards anything. I can not get anyone to listen. I have called, I have filled out requests, I have tried email and no one responds. Please please help me to at least get these payments to not be looked at as " overpayments '' as they are saying. ( when I owed XXXX for those months and I paid, they are saying I overpaid, and overpayment doesn't count toward PSLF ). Please please help with this.
Company Response: Closed with explanation

Timely Response

2018-10-11

Tacoma, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2018-10-11

Baltimore, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: XXXX XXXX refuses to update my PSLF count. The most recent time they updated it was up through XXXX of XXXX ( 16 months ago ). They only did this because I filed a CFPB request in XXXX of XXXX, which you were able to solve the issue for me ( thank you! ). At the time, they updated my PSLF count to 40, which is correct as of XXXX of XXXX, and provided you with a word document showing each month 's payments. They certified my PSLF approved employment in XXXX of XXXX for the year between XX/XX/XXXX through the date submitted ( XX/XX/XXXX ). However, 5 months later, they have still refused to add those months of PSLF payments to my total. The total on the website still says 40, which is more than a year out of date. They certified my current employer 5 months ago, but are refusing to add the months of payments to the total. I have emailed them MANY MANY times. Each time, they tell me it can take " up to 90 days ''. We are well past 90 days. They always send me the same Copy/Paste reply, verbatim. Please help! Thanks,
Company Response: Closed with non-monetary relief

Timely Response