AES-PHEAA

2018-10-08

CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: American Education Services , INC, has serviced my consolidated loans, which prior was XXXX XXXX XXXX. The lower interest rate offer is for direct payment XXXX from an authorized checking account since XX/XX/XXXX and after a year of on-time payments the percentage rate was decreased to 3 %. From XX/XX/XXXX-XX/XX/XXXX there has been automatic on-time payments. I traveled for my brothers wedding in XX/XX/XXXX where an unauthorized transaction caused my account to overdraw and my overdraft protection did not cover. I made the payment as soon as I was made aware of the situation 22 days later and called AES Inc. The account was reflected as up to date and current. They continued to draw payments from my account. My XX/XX/XXXX statement shows that my rate went from 3 % to 4 %. When I called AES, they would not discuss my rate being returned to the 3 % rate and offered to send me a copy of the promissory note. The promissory note did not show the original terms of the agreement. They have increased my rate without an explanation and exact verbiage to show that the rate would increase. The letters they showed me does not discuss the details only an increased rate to 4 %.
Company Response: Closed with explanation

Timely Response

2018-10-08

Cordova, TN

Incorrect information on your report

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

Account status incorrect
Complaint: I have been under an Income Driven Repayment program since XXXX of 2016 with a monthly payment of {$0.00}. I re-certify every single year in XXXX. XXXX and Federal Student Loans both reported negative information which lowered my credit score 148 points. In XXXX when it was time to re-certify, I received an email form both companies to let me know it was time to re-certify. I am still approved under that same IDR with a payment of {$0.00} per month as I am a single mother of XXXX.
Company Response: Closed with explanation

Timely Response

2018-10-08

Dallas, TX

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with non-monetary relief

Timely Response

2018-10-08

Stone Mountain, GA

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

2018-10-08

Columbus, OH

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

2018-10-08

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I recently applied for forgiveness of my federal student loans that are currently consolidated with my ex-spouse. She is the primary signer and I am a cosigner on the account. On or around XXXX, XXXX XXXX, my wife at the time, consolidated my XXXX direct student loans with her own. We divorced in XXXX, but the loans are still in the consolidated status ( spousal consolidation loan ). Even though I am not the primary signer on the account XXXX stated that my portion of the loans in consolidation are eligible for Public Service Forgiveness. I joined the XXXX in XXXX and became an XXXX XXXX XXXX in XX/XX/XXXX. I'm still on XXXX XXXX and have had no break in service. For reference only, I have loans from XXXX XXXX that are under my name that have been placed into the public service forgiveness program that I questioned the validity of the calculation of eligible payments from XXXX. Due to several conflicting statements from XXXX 's customer service department, I filed a complaint through this organization in order to get a definitive answer on why my payments on my sole owned loans were only calculated with a start date in XXXX instead of XXXX when I started paying on the loans. Again, I'm only making this statement as a frame of reference because I mentioned in the complaint that I was also attempting to have my loans that are in a consolidation status with my ex-spouse separated out and calculated for forgiveness eligibility. I understand that the loans can't be separated out at this time. However, when XXXX responded to my complaint, the company not only addressed my issue with my loans from XXXX XXXX, but also gave instructions on how to have my loans from the spousal consolidation loan with my ex-wife calculated for forgiveness in the PSFL program. My complaint is this : I followed the instructions given as feedback to my prior complaint that was unrelated to my XXXX XXXX loans. XXXX stated that I could apply for forgiveness targeting the loans under my social security number in the spousal consolidation loan. XXXX stated that they would forgive the balances under my social security number due to my service in the XXXX, but not those that are under my ex-spouses ' social security number. XXXX instructed that I could apply for forgiveness and list my ex-spouses ' information on the form. To avoid confusion, I provided my information as well because my ex-spouse has no service that would qualify her for forgiveness of her direct loans. XXXX responded with a letter stating that they were unable to approve my request because I had missing information in the application on section 3, which is the XXXX for the XXXX XXXX. My ex-spouse would not have an XXXX to provide because she never worked for the federal government in any capacity. If you review my application, I clearly included this information from my organization because I meet the eligibility requirements to apply for forgiveness under the public service forgiveness program. After 2 more phone calls to XXXX, XXXX 's customer service department seemed confused and would not offer any assistance to work out this issue. I've attached the feedback, my application for forgiveness and the letter related to this action.
Company Response: Closed with explanation

Timely Response

2018-10-08

Everett, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: To whom it may concern, On XX/XX/2018 my XXXX student loan account # XXXX XXXX XXXX was paid in full. I received a Paid in Full Notification letter that I have enclosed. The account was closed and removed from my credit report and everything seemed normal and I believed it was a closed matter. Fast forward to XX/XX/2018, while I was on my monthly routine of checking my accounts I noticed I have a new balance on the closed account and I was surprised to see that on the closed old loan. I thought it was an error and it would just go away. I should have known better next month it was added to my bill doubling my monthly payment. After noticing this I immediately called them to ask them why was this account that was paid in full and that they had sent me a letter confirming that fact back with balance and with more interest than before. The representative said it must have been a computer glitch to what I replied I dont think you cant make a {$13000.00} error on an account. The representative asked me if I had any proof of the payment and I said I had not the proof at hand but that I had to locate it on my files. I also told the representative that I wanted to dispute the loan. He said he would send me a form for me to dispute it. I am still waiting for that form. Basically what I am getting from XXXX is that if I misplaced my information to proof that I have paid my loan in full I have to pay my loan again with interest just because they had a glitch. And unfortunately I have misplaced my documents showing my payment to the account! I think this is most concerning for people like myself that make the best effort to pay for their student loans and companies like this one have the nerve to tell you its just a glitch and you have to pay again. Having said that I have keep working with them so I can accommodate this loan in my monthly payment so my accounts dont default and stay current. I want this account closed and taken out of my credit report and of my student loan account. I sincerely ask for your help in this matter. Thank you. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-10-07

Philatelic Center, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Takeway : I have been overcharged forXX/XX/2018 for {$1500.00} ( against correct figure of {$390.00} ), and my payments were suspended in XX/XX/2018 at their end while they conducted their investigation. Then they communicated that I am delinquent for the month of XX/XX/2018, for the incorrect figure of {$1500.00}. Moreover, I still have not been refunded for the extra amount they withdrew in XX/XX/XXXX. Either the extra payment in XX/XX/XXXX should have been adjusted against the subsequent payments ; or the extra amount refunded, and letting the regular withdrawals of {$390.00} continue. Details/Dates : -XX/XX/2018 : Began the process to transfer loans from XXXX XXXX XXXX XXXX to XXXX XXXX ( XXXX ) for Public Service Loan Forgiveness -XX/XX/2018 : XXXX XXXX approved my income-driven repayment plan ( Lower ) -XX/XX/2018 : Loan was transferred from XXXX XXXX XXXX XXXX to XXXX XXXX ( XXXX ) for Public Service Loan Forgiveness once I submitted verification that I have been working for a non-profit -XX/XX/2018, I called XXXX in XX/XX/XXXXto see if any additional paperwork was needed They said no, everything from XXXX XXXX would stay the same Email from XXXX XXXX stating that all payments and agreements would stay the same even though I am transferring loans to XXXX XXXX -XX/XX/2018 : XXXX withdrew {$1500.00} from debit account on file when the Income Based Repayment amount based on paperwork submitted to XXXX XXXX XXXX XXXX should have been {$390.00}. -XX/XX/XXXX and XX/XX/2018 : Spoke to XXXX XXXX and identified the error in their billing- did not charge the Income Based Repayment amount. The representative stated it was a processing error in the application and that I had submitted all necessary paperwork. That XXXX XXXX had just not processed the Income Based Repayment information that XXXX XXXX had provided in time for the XX/XX/XXXX bill due date. They refused to issue a refund to the {$1500.00} bill, even though the amount charged on the XX/XX/2018 bill was incorrect. I had an email stating that I had a reduced amount due instead for my monthly bill. XXXX XXXX stated they would open an investigation into the matter. -XX/XX/2018 : I faxed evidence to XXXX XXXX of emails I had received from XXXX XXXX stating This change in servicer will not impact the existing terms, conditions, interest rate, or available repayment plans of your federal student loans. -XX/XX/2018 : I called XXXX XXXX and the representative said that all paperwork from XXXX XXXX was still in the process of being transferred and the new amount would be posted on XX/XX/XXXX. She also said XXXX XXXX would suspend the withdrawal from my account that month and XXXX would send updated information. She stated there would be no penalty for not withdrawing the amount due that month since they were still in the process of completing their investigation. -XX/XX/2018 : XXXX XXXX processed the Income Based Repayment paperwork that I had submitted and been approved for back on XX/XX/2018. They sent me an email stating We recalculated your monthly payment for your Income-Based Repayment ( IBR ) plan. We used your income documentation and family size to determine your monthly payment of {$390.00} which is first due on XX/XX/2018. Your new monthly payment amount is effective for all payments due between XX/XX/2018 and XX/XX/XXXX. You are still responsible for any payments due before XX/XX/XXXX. -XX/XX/XXXX stated my account is past due for a payment amount of {$1500.00}, even though the repayment amount should be {$390.00} per documentation that I submitted in XX/XX/2018 and in XX/XX/2018 they were still in the process of investigating the error in their processing the application.
Company Response: Closed with monetary relief

Timely Response

2018-10-06

Milwaukie, OR

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

2018-10-06

PA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: XXXX though American Education Services loan has a billing disgrepancy and an error reporting. According to the loan statement dated XX/XX/2018. Loan for original balance XXXX total principal satisfied XXXX showing this information on the monthly statement. When principal is satisfied the loan is paid and no further interest should incur. They are still asking for payments of $ XXXXfor a total XXXX at the time. Still making payments but this should be a paid off loan if the principal has been satisfied I feel like they are trying to get more money out of me. Please have my account looked over for accuracy. I called but was not given a reasonable explanation as to the billing presentation on the monthly statement.
Company Response: Closed with explanation

Timely Response

2018-10-06

Seattle, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: 1 ) I submitted my Income Based Repayment paperwork within a few days of receiving the request from XXXX. Two moths later, my payments reflected that it hadnt been received. I called and was told my paperwork was received too early so processing it was put on hold. It was then processed but my next payment amount due could not be edited to reflect this. I had to put my loans into forbearance, suspend direct debit, make another call to manually enter my payment. I spent multiple calls and hours trying to make sure I didnt have my bank account drained by an incorrect payment. 2 ) Additionally, apparently when my account was transferred to XXXX I made a payment which I was told would count towards my pslf when I was placed on administrative forebearance ( without my knowledge ). Apparently that payment in some way was applied to future payments and for the past 18 months those payments would not have counted towards pslf because a paid ahead status disqualifies one from being a qualified payment. I never asked to pay ahead. In fact, the representative told me that all loans have this default option to pay ahead. Why would a company servicing my loans for the sole purpose of administering the pslf program have an automatic or default setting which disqualified me, the customer, from the program? I had spoken with representatives multiple times in the 18 moths during which my payments were apparently not qualifying payments and this was not made clear by any representative. Supposedly paperwork was submitted to retroactively remove this disqualifying status and make the payments qualifying. 3 ) The system which allows for review of qualifying payments needs a separate complaint as I requested a review in XX/XX/2017 and ten months later it is still waiting to be processed to answer why many of my loans have varying numbers of qualifying payments applied to them. I was told this process is now taking 12-16 months.
Company Response: Closed with explanation

Timely Response

2018-10-05

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2018-10-05

Vienna, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-10-05

Watkins, CO

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

2018-10-05

NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I am submitting a complaint to the Consumer Financial Protection Bureau ( CFPB ) for resolution of my current status in the XXXX XXXX XXXX XXXX XXXX ( XXXX ). In XXXX, XXXX, I filed a complaint with CFPB which resulted in a partial but inadequate update to the number of Qualifying Payments towards XXXX by XXXX XXXX ( XXXX ). XXXX continues to demonstrate a lack of ability to provide accurate data and has made no effort to rectify the situation or to act in good faith. Eligibility for XXXX is very straightforward, and has 3 components : XXXX. Correct type of loan and qualifying repayment status ; 2. Employment with eligible employer demonstrating XXXX XXXX ; and 3. 120 Qualifying Payments : on-time monthly payment satisfying monthly payment amount while employed full time at a qualifying employer starting XX/XX/XXXX. XXXX has determined that I am compliant with 2 of the 3 XXXX components : 1. Correct type of loan and repayment status : All correspondence from XXXX has stated that my loan is both the correct type and has been in the same repayment status ( IBR ) since XXXX. 2. Employment with eligible employer : XXXX has verified that my employment with XXXX qualifies as eligible. I have been in continual employment with XXXX since XXXX, XXXX. 3. 120 Qualifying Payments : This is the point where XXXX is either using erroneous data or is deliberately obfuscating the data. When I initially requested eligibility analysis for their program, XXXX took 9 months to determine that I had 8 Qualifying Payments. Two months later, after I filed a complaint with CFPB, XXXX amended their analysis that I had made 8 payments, setting forth that I had made 98 Qualifying Payments, which is closer to accurate but remains erroneous. The following list summarizes XXXX incorrect calculations of Qualifying Payments in three correspondences showing : Date of Letter from XXXX ; Qualifying Payments ( as set forth by XXXX ) ; Estimated Eligibility Date ( as set forth by XXXX ) : XX/XX/XXXX ; 8 ; XX/XX/XXXX : XX/XX/XXXX ; 98 ; XXXX/XXXX/XXXX : XX/XX/XXXX ; 104 ; XX/XX/XXXX XXXX has consistently underestimated the number of payments I have made, changing their calculation only after I challenged their findings via CFPB complaint. XXXX has been unable or unwilling to disclose the source of their data. Additionally, the analysis XXXX provides in their correspondence of XX/XX/XXXX shows deliberately confusing data that misrepresents my employment with XXXX as 4 overlapping periods. Furthermore, XXXX has clearly ignored the clear data from US Department of Education showing I have been making monthly payments during the entire period of eligibility, from XX/XX/XXXX through present. My record from XXXX Department of Education, exported from MyStudentLoans.gov for myself, XXXX XXXX, shows active, regular payment status since XXXX. Data clearly shows deferral for a total of 5 months since XX/XX/XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. These 5 months are subtracted from the calculation of my payment history, corroborated by the attached MyStudentLoans.gov data export. As of XX/XX/XXXX ( date of last application with qualifying employer verification ), I have made 124 Qualifying Payments. Start XXXX Program ; XX/XX/XXXX ; Current Date of Verified Continual XXXX Employment through XX/XX/XXXX : Number of Months Total Months Deferred ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX ) ; 5 ; Total Qualifying Payments Made to Date ; 124. Additionally, I am in continuing employment with the qualified employer, XXXX, and continue to make qualified monthly payments to date, bringing my number of Qualified Payments to 126 as of the date of this letter. In XX/XX/XXXX, I submitted an additional request for PSLF to XXXX to give them the opportunity to rectify their error, with no change in results. In conclusion, I request that CFPB investigate the deliberate use of incorrect and deliberately confusing data by XXXX. Based on the correspondence and data presented, XXXX is showing deliberate maleficence or neglect in its administration of the XXXX program. Authoritative data exported from the US Department of Education for my loans show that I have exceeded the number of Qualified Payments, I qualify for immediate forgiveness under the XXXX program. Additionally, I expect refund of the payments ( which were, in fact, overpayments ) made since XXXX, XXXX, the month where I made my 120th Qualified Payment. This is clearly stated in the XXXX Application for Forgiveness, Form OMB No. 1845-0110, page 1, number 5. I thank you for your time and attention to this matter.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-04

Millcreek, UT

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

2018-10-04

Spring Hill, FL

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-10-04

Cheverly, MD

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: XX/XX/2007 XXXX XXXX XXXX XXXX XXXX {$39000.00} This loanwas transferred to AES American Education Services My loan stated about 22,000 and beed {$39.00}, XXXX for many years.All the mony I pay goes towards interest only. I asked them to lower the interest rate. They informed me that they do not refinance. I went to XXXX XXXX XXXX at XXXX XXXX Univ. My contract I was to get alife time re-training. However, I never finished the school. I am having a hard time finding anyone that will refinance these loan.Can you provide me with a list of companies that will refinance? Mt current interest rate is 8.25 %. I will provide document upon request. I do not have much.
Company Response: Closed with explanation

Timely Response

2018-10-04

Baychester, NY

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2018-10-04

Sanders, KY

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I started XXXX College of XXXX in XX/XX/XXXX and XXXX XX/XX/XXXX For an XXXX XXXX I'm repaying over {$50000.00}. I believe I was charged way to much for this type of degree. I can't afford the IBR, they are asking for and i have been locked in under XXXX XXXX for 25 plus years
Company Response: Closed with explanation

Timely Response

2018-10-04

Russell, IA

Problem with customer service

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

Complaint: I applied for a IDR with XXXX XXXX over 3 months ago and on XX/XX/XXXX XXXX XXXX sent me a message saying that my score dropped 98 points due to late payments with them. I immediately contacted XXXX and they said that I didn't answer question 12 correct. I said that I had taxable income and I don't because I have not worked for 2 years. I thought child support counted as taxable income, but they never notified me that it was wrong. I am now in a 30 day forberence and I have refilled out the paperwork and sent it out yesterday. I am trying to move and need a XXXX credit score to do this. Help me please! XXXX had me on paperless billing and I only asked for actual paperwork in the mail. I am a visual person and I need to read things. I never received anything about this incorrect paperwork.
Company Response: Closed with explanation

Timely Response

2018-10-04

Saint Paul, MN

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

2018-10-04

Middleboro, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with non-monetary relief

Timely Response

2018-10-04

Billerica, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: My Unsubsidized and Subsidized loans originated in XXXX of XXXX ( a consolidation of my XXXX studies at XXXX College in MA and the XXXX XXXX XXXX in XXXX XXXX ). Since then I have been paying them back without default or forbearance. In XXXX of XXXX, I began working for the XXXX XXXX XXXX as a XXXX XXXX employee. Within that year, I called XXXX inquiring about the public service loan forgiveness process having heard about it on the news. I was told that I did not qualify. Fast forward about eight years I again called XXXX to inquire, this time having heard about the program from my XXXX ( XXXX XXXX ). During this second inquiry, I was told that my public service did qualify but my service and payments for the past eight plus years didn't count since I wasn't on an Income-Driven Repayment Plan. When I asked for monthly payment quotes for the income-driven repayment plan, thinking I would still try to take advantage of it given I have about 25 years more of work and over 20K in student loan debt, the quote they gave me was astronomically high. They then offered me a graduated plan which is unrelated to PSLF ; I am on this graduated plan now as it seems to be my only choice. I believe I was intentionally lied to in XXXX ( and possibly two years ago when I called a second time ). If XXXX had given me the correct information in XXXX, my loan would have been forgiven in XXXX of this year. I have over {$20000.00} left on my loan and without it being forgiven I will be paying it back until XXXX. What happened to me was not right and I'm sure I'm not the only person this happened to. I appreciated you taking the time to hear my story and I look forward to your response. Take care.
Company Response: Closed with explanation

Timely Response

2018-10-03

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response