AES-PHEAA

2018-09-29

Forest Oaks, NC

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-09-29

Brentwood, TN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Sir/Ma'am I am currently enrolled in the Public Service Loan Forgiveness Program ( PSLF ). I am a XXXX XXXX service member in the XXXX since XX/XX/XXXX. My consolidated student loan was initially handled by XXXX. I was switched over to XXXX XXXX in XXXX. Since being switched over to XXXX XXXX I have submitted proof of XXXX XXXX service multiple times and have submitted verification of my employment status to receive the most up to date qualifying number of payments towards my student loans. I noticed a discrepancy in the number of payments credited by XXXX XXXX XXXX in XXXX towards the Public Service Loan Forgiveness program. All the payments I made to XXXX between XXXX and XXXX were never recorded as qualifying payments ( please find attached ). I have brought this to the attention of XXXX XXXX and requested a review of my payment history in XX/XX/XXXX. Since submitting the review request in XX/XX/XXXX I have tried to follow-up multiple times but have not received any feedback when the payments will be incorporated and credited to my account. I was initially told by the loan officer that the review takes 90 business days. However, after my last conversation in XXXX that time line has been disregarded and no situational awareness appears to be present as to the status of the review. XXXX XXXX has had a history of not calculating or making errors in managing the payments made towards the public service loan forgiveness program. Therefore, I am trying to be proactive and have the service provider fix any discrepancies as close to the source of error as possible. Thank you for your consideration.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-29

NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: My student loans are currently being serviced by Pennsylvania Higher Education Assistance Agency. I have had multiple periods of " qualifying employment '' through the Public Service Loan Forgiveness program, but several periods have not been calculated correctly, resulting in fewer periods of qualifying payments. For example, they claim that information is missing from forms when it is not, or they claim that payment tracking can not start when I am still with the employer.
Company Response: Closed with explanation

Timely Response

2018-09-28

Charlotte, NC

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: XX/XX/2018- now. {$16000.00}. This company keeps trying to steer me into forbearance before letting me know about any other payment options.
Company Response: Closed with explanation

Timely Response

2018-09-28

Kosciusko, MS

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Company Response: Closed with explanation

Timely Response

2018-09-28

Key Biscayne, FL

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 non-monetary relief

Timely Response

2018-09-28

Sierra Madre, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: On XX/XX/2018 I called the XXXX XXXX hotline at XXXX to make a Loan Cancellation Payment. I gave the representative my correct bank account information : I clearly stated the routing number on my bank account and XXXX XXXX account : XXXX. I asked him to make a Loan Cancellation Payment of {$4200.00} and he told me that he submitted the payment using the bank account information stated above. He also informed me that XX/XX/XXXX was the deadline for my Loan Cancellation Payment because it was 120 days after the loan disbursement. On XX/XX/2018 I received a message on my XXXX XXXX account stating that the XX/XX/XXXX payment was rejected because my financial institution was unable to locate my account. However, I had given the information for the same bank account I have always used to make loan payments and I have never had a problem doing so before. I called the XXXX XXXX hotline for guidance and a representative told me to make the payment immediately and that she would submit the case for review. I made a payment of {$4200.00} from said bank account through my XXXX account on XX/XX/2018 as the case was submitted for review. On XX/XX/2018 I received an email stating that XXXX XXXX had conducted a review and could not make a Loan Cancellation Payment because I had submitted my payment through my XXXX account on XX/XX/2018, the day after the 120 day cutoff for a Loan Cancellation Payment. However, I had actually made the Loan Cancellation Payment through a telephone representative on XX/XX/2018 with the exact same bank account information, which mysteriously failed to go through. When I made the payment with that exact same bank account information on XX/XX/2018 the payment went through. I called the XXXX XXXX hotline to contest the decision : If the Loan Cancellation Payment did not go through on XX/XX/2018, it was neither my nor my bank 's fault because the payment successfully went through when I made it 8 days later. The error is on behalf of XXXX XXXX and its representative. Therefore, the {$4200.00} payment I made on XX/XX/2018 should be scheduled as a Loan Cancellation Payment. I should not be penalized for the mistakes of XXXX XXXX and its representatives.
Company Response: Closed with explanation

Timely Response

2018-09-28

Austin, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I keep getting inconsistent information from XXXX on what to do in order to manage my loan, and I can not get them to give me any of this information in writing. On XX/XX/XXXX, as instructed, I submitted an application for IDR, as instructed. I uploaded an application and a copy of my tax return. I was told it was pending and that the XXXX portal would contain more information about my status- you can see from the screenshot of my inbox there is no such information, nor did I receive and e-mail. On XX/XX/XXXX, I made my monthly ( I say monthly because I waste a few hours of my work day on the phone with them on a monthly basis ) trying to get information. They said that I would be placed on a forebearance while my application was expidited. Today I looked and my bank account ( see screenshot ) was debited, even though I had a forebearance. I filed a dispute with my bank. My general issue is that I can not get consistent or written information from this service about what I need to do. Spending hours on the phone every time there is a status change to my account ( There is bi-annual paperwork to resubmit for PSLF ) is not something I should have to do. Furthermore, I have requested 3 times, over the span of 9 months that I get in writing what payments have counted towards PSLF and distinct instructions on what to do ... to no avail.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-28

Eton, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Currently, my IBR request has been in one process or another since XX/XX/XXXX ; usually the process is " HOLD '' while the interest and the pay-off date on my loan gets higher and higher. Even since this servicer has had my loan, I have had issues. Every time I call in or get a message, it says I am on the wrong plan for IBR or I could be making a lower payment. I also had someone suggest I apply for XXXX Loan Forgiveness, which I am not eligible for, and further delayed payments. In XXXX, they had me paying three different payments and then it has really been a mess since I went back to school from XXXX. I wanted to keep paying while in school, but they placed in forbearance and basically wouldn't let me. Ever since I have came out, it is either the wrong payment, not a XXXX qualifying payment, on hold, in processing, or past due because of their inept practices. I just want to pay my loan. In XXXX, I received correspondence saying I was on the wrong type of plan for XXXX. I applied for IBR and paid the {$5.00} she said to expect in XXXX. My XXXX was denied because of incomplete info although there was proof I had uploaded it. They told me to reapply. I think the reapply started the entire process over and then I believe I finally got what I believe was the correct payment of {$400.00} in XXXX and a bill for {$5.00}, paid it once, and then it inexplicably went to the standard payment plan amount of {$1100.00}, which they tell me not to pay because it won't qualify ( I also can't afford that ). I have talked to at least three people who said they are sending it to review and don't know what's going on. I NEED HELP PLEASE. I am begging. I will attach details. Everyone I talk to says they will take care of it, but it never happens. Please review my attachments for evidence.
Company Response: Closed with explanation

Timely Response

2018-09-28

Charlotte, NC

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-09-27

NY

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: While I have filed a previous complaint this is in no way shape or form a repeat complaint ; in the resolution letter from XXXX XXXX XXXX ( XXXX ) I was " In an effort to assist you, your request for the loan to return to our office was elevated for review. Information will be sent to your attention under separate cover once a determination has been made. '' However, no such information was sent and I called numerous times but customer service was unable to assist me due to " not being able to see anything pass XXXX when the loan was transferred to XXXX XXXX XXXX ( XXXX ). '' Additionally the Consumer Advocated at AES were unable to find any information related to the return of the loan and asked that I continue to call back and check which I did. I was also advised by the Consumer Advocate to talk to XXXX XXXX XXXX ( XXXX ) and let them know what is going on but not to pay them because once I pay them it would be more difficult to get the loan returned. Unfortunately, now XXXX has filed suit against me requesting nearly triple the balance ( XXXX and rising ) all because AES failed to provide me with any determination and informed me not to pay during this period of time. I am a totally and permanently XXXX veteran who had to use forbearance while I financially got back on solid ground ; never once did I refuse to pay my loan but due to oversight with AES in regard to eligibility for certain programs, in addition to failing to process a {$500.00} payment when I was financially able to pay again, and lastly failing to contact me with a determination to return to loan, I am now subject to a lawsuit.
Company Response: Closed with explanation

Timely Response

2018-09-27

El Paso, AR

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: Hello, I have been having consistent issues with my lender, regarding getting my student loan forgiveness process started. A about 4 years ago I was contacted by a counselor from XXXX-XXXX. She contacted me on behalf of the Federal Student Loan program. She stated that she had someone on the line that was wanting to speak to me about starting payments on my loans, and helping me enroll in the forgiveness program. After speaking with the man on the phone, he stated that if I made consecutive payments of about {$200.00}, for about 8 months, I would be setup with the student loan forgiveness program ( I have bank statements showing the withdrawal of these funds ). Fast forward to now and I am still getting calls and letters stating that the interest on my loans are still increasing, and now requesting payment. I contacted the loan department of education, and explained all of this to a young lady on the phone ( I also recorded this conversation if it is needed ). She advised me that there are 3rd parties that will charge you for this free service. I questioned her further and advised her that I was contacted by my counselor, and she called me and connected me to someone working for the Department of Education. She advised me that she would email everything that I needed to start the forbearance process. I sent all of the requested info. in, including my most recent pay stub. The process was only approved for a month, and then I received a letter stating that the information I supplied was not enough to determine my monthly gross pay. Again, I supplied all the information that she requested. This has been highly frustrating considering that I already paid money month after month, that I didn't have, to start a process that still hasn't started. This whole thing seems like a scam. I have also contacted a firm that is already working cases like this, and have been advised that my loans qualify for forgiveness. Any assistance you can offer would be greatly appreciated. Thank you for your time.
Company Response: Closed with explanation

Timely Response

2018-09-27

Bakersfield, CA

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

Student loan: Federal student loan servicing

Their investigation did not fix an error on your report
Complaint: I have a loan with XXXX XXXX XXXX. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, XXXX and XXXX XXXX XXXX with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XXXX - XX/XX/2017.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-27

Poughkeepsie, NY

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: Hello, I have been in touch with XXXX on several occasions in regards to repaying my student loans. When I contacted a Consolidation Representative on XX/XX/18, I was informed that my loans were eligible for REPAYE, especially since I am a XXXX XXXX XXXX. I was quoted a repayment amount of {$740.00} for the entire amount that I owe, including Parent Plus loans. I received correspondence from them not too long ago indicating my monthly payments were over {$1800.00}. I called to find out why yesterday. The first representative I spoke to in the early afternoon told me that since I included my parent plus loans in the consolidation, I was ineligible for REPAYE. He offered that the loans could be reviewed and that I could combine mine with my husband 's which would result in a lower payment. My husband contacted XXXX later in the day and was told that this was not possible. I called last night and it being not possible was confirmed by a Supervisor. I was told it can be reviewed since it affects our income and there was a possibility it would change my monthly payments but probably not by much. I was informed during both phone calls that an another option would be to file my taxes separately but can't understand why this was mentioned to me at such a late date. Please keep in mind that I have been contacting XXXX in regards to my extremely high debt since XXXX. The repayment plan they assigned me basically is 20 % of mine and my husband 's income and takes no consideration into our bills, his student loan payments, etc. They advertise options to help people who have difficulty paying but to date it appears the only options are to defer which only incurs more interest and debt.
Company Response: Closed with explanation

Timely Response

2018-09-27

Blountsville, IN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have contacted XXXX multiple times and got different answers every time. Unfortunately, I did not keep record of all my phone calls. I have also sent some emails which were returned with a generic response to call in or in some cases, I never received a response at all. Regardless, I had my loans transferred to them around XX/XX/XXXX. My first payment directly to them came out in XX/XX/XXXX. I was told then that they could calculate my number of applied payments for PSLF as soon as they received the information. I still have a number of 0. I have been told multiple times they are waiting on information. They then said they had all the information and my documents were in line to be reviewed. Then I was told that the previous loan servicers didn't send them everything but it was being escalated to a supervisor and I should expect it to be resolved within a month or two. When that didn't happen I called back in again. They said they sent it to their supervisor again this time. The last person was not very helpful or nice. She said they had everything but it'd be awhile since I only started making payments in XX/XX/XXXX-XX/XX/XXXX year. She wouldn't tell me anything other than it'll be awhile. I keep being told one minute they had everything. Then they said they need more information and then again that they have everything. Over and Over it seems. It just never stops. I have been making payments directly to them for nearly a year now and still have nothing. I haven't turned in a new verification form because they won't load my old ones and I want to know when those are loaded. I have looked for places to report the issue to and can not find anywhere else related to the government to report this to. This program has turned into such a sad thing. I have read online many people who should be approved are also getting denied. I really wish the government would in step in and do something!
Company Response: Closed with explanation

Timely Response

2018-09-27

Tubac, AZ

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

2018-09-27

TN

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: In XX/XX/2014 I had a company call me repeatedly to consolidate my loans. I was told that it would be in my best interest and that all loans would then be placed in an IBR repayment plan. After I consolidated and my loans they became serviced or managed through XXXX. XXXX placed me in the IBR program and I also enrolled in the ten year Public Service Forgiveness Program. A year or so went by with my payments manageable in the IBR program when XXXX contacted me and said that I could no longer be in the IBR program because my consolidation included a small Parent Plus loan. I have learned that XXXX did not catch the Parent Plus loan early and that they should have, but failed to see it. Each company that I worked with while consolidating had visual access to the list of loans that I have, but failed to be thorough and that inability or fault has caused me years of financial problems. I have {$170000.00} worth of students loans and much of this is due to interest that keeps growing. XXXX told me last week that I was scammed by a company that got paid for my consolidation in XX/XX/2014, and that this company did not follow the Federal guidelines that would help me repay my loans. I can not pay XXXX {$500.00} per month and the repayment of my loans are at a standstill, in a three month deferment only, with no answers of how to resolve this problem that I did not cause. XXXX never told me about the reality of a scam until recently. I do believe that they have known for years of this scam, but instead have pressured me repeatedly to just comply and make the payments. The last person at XXXX that I spoke with was professional, but many have actually yelled at me and belittled me for complaint and asking questions. Please help. Thank you.
Company Response: Closed with explanation

Timely Response

2018-09-27

Smithtown, NY

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

2018-09-27

Downers Grove, IL

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

2018-09-26

Atlanta, GA

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: Many times delayed that is being reported on my credit report appears to be inacurate and or misleading.
Company Response: Closed with explanation

Timely Response

2018-09-26

IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: The XXXX XXXX company failed to accurately process my Income Driven Repayment plan. I sent in the recertification application almost three months ahead of the deadline but they only renewed 2 out the 10 student loans that they service for me. When I tried to call back two weeks ago, the lady on the phone said that they will recertify the application and run it again. I spoke to another man today to follow up and he mentioned that I need send in a form that the first lady never mentioned about to recertify my student loan payments for the IDR. While all this is going on, the XXXX XXXX reported to the credit bureaus about changes with my student loans that caused my credit score to go down by 20points.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-26

Austin, TX

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 non-monetary relief

Timely Response

2018-09-26

Patterson, MD

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

Student loan: Federal student loan servicing

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2018-09-26

Sarasota, FL

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: This complaint is being directed against American Education Services, XXXX XXXX XXXX XXXX, Pennsylvania XXXX -- -- Fax XXXX XXXX. The loan number is XXXX. In 2006, {$10000.00} was loaned to XXXX XXXX XXXX and myself, XXXX XXXX XXXX, as co-signor. Since then we have paid on this loan and are up to date and our balance after 164 payments, and 11 years of paying, is still over $ 7,000.The APR is 11.295 % and the total moneys we are slated to pay is {$39000.00}, which is four times the borrowed amount. We have been told that the government considers this a PREDITORY LOAN. The total we have to pay monthly is approx {$83.00}. In our advancing years this is causing a financial hardship and is straining our budget more with every passing year. We have already paid more than {$13000.00} on this preditory loan, and it is increasingly wreaking havok with our budget. We, therefore, are willing to pay {$3000.00} to completely payoff this preditory debt and receive a release from any and all further debt to AES and XXXX XXXX XXXX and it's assigns. We are willing to settle within 5 days from AES 's acceptance and we will pay you in a bank certified check. We hope you will approve this settlement so that we do not have to resort to litigation. XXXX XXXX XXXX and XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-09-26

Northside, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: XX/XX/XXXX : logged into XXXX account and saw note that my " IDR recertification expired over 90 days ago ; we needed more information but did not hear back from you. '' 1-I submitted it less than 90 days ago, had allowed linkage to IRS database, and received no notification of needing more information. Further, I have been in regular contact with customer service since XX/XX/XXXX asking why my monthly payment increased by {$200.00} and why my PSLF qualifying payments are inaccurate. I was told several times ( and have emails to document ) that my income had increased ( even though I still make $ XXXX gross ). I was told several times to resubmit my ECF forms. I have resubmitted countless times and have fax receipts to prove it. I have been working in 501c3 nonprofits ( XXXX ) since XX/XX/XXXX and have been on an IDR plan since XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response