AES-PHEAA
Consumer Complaints
There are over 9925 complaints on file for AES-PHEAA. Dated between 2019-12-11 and 2012-03-07.
Complaints Page 110
2018-09-21
Lewisville, TX
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: My loans are serviced through XXXX XXXX. I have been in the IBR/IDR program for years and have kept my account current. AES contacted me as they do every year and stated I had to renew my IBR program. I sent in the form and paystubs over a month ago. I feel that they are intentionally delaying my right to reduce my payments under this law of this program. I have sent my paperwork in several times and they keep denying it due to additional documentation needed. I've sent my paystubs 3 times in the last six weeks to get this resolved. I've sent in several emails including this one today to AES which states the following : I have been trying to get my IBR/IDR case processed through you company for over a month. The last letter I received says you denied it because you don't have all the documentation. I have sent over my paystubs which displays I can not afford a $ XXXX monthly payment and I have a XXXX dependent in my household. I take care of me and my daughter. I am a single mom. I feel like you are intentionally delaying this process and therefore, I am going to put in a complaint with the government regarding your company. You are not allowing me to exercise my right to reduce my student loan payments due to income. Once again today, I have sent over my IDR form and my paystubs. There is no other documentation to provide you. I am not married. I have been in this program for years and it is very ironic that you are delaying my right to reduce my payments all of sudden. I would like a supervisor to contact me to get this resolved or I will be moving my loans over to another company.
Company Response: Closed with non-monetary relief
2018-09-21
Blackbird, DE
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I made a large payment on my student loan on XX/XX/XXXX and received a notification on XX/XX/XXXX that the payment had not been processed due to an error in my account number. I made a payment of the same amount on the XXXX through the online system. I received another notification on XX/XX/XXXX that the payment was returned. I called the loan servicer on the XXXX to make the payment via the automated phone system. On XX/XX/XXXX I checked my bank account and saw that both payments had been withdrawn from my account causing me to overdraw, including the payment they informed me had not bee processed. I contacted the servicer to have the payment refunded and they informed me unapologetically that it would take no less than 30 days to receive the refund. I asked if the process could be expedited to do this being an issue in their communication but was denied.
Company Response: Closed with explanation
2018-09-21
Lafayette Hl, PA
Took or threatened to take negative or legal action
Debt collection: Federal student loan debt
Threatened to sue you for very old debt
Company Response: Closed with explanation
2018-09-21
FL
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Don't agree with the fees charged
Complaint: XXXX XXXX lack of cooperation to solve issue when requesting a decrease of capitalized interest added to my account.
Misguiding customers by no providing all information.
Per information provided by XXXX XXXX XXXX accrued interest for bankruptcy and after bankruptcy because a payment plan changed to be able to afford payments.
Lack of respect for customer. Never the person responding e-mails identified themselves.
Overall I have been discriminated by representatives of this company. Dealing with them since XX/XX/2018.
Company Response: Closed with explanation
2018-09-21
San Antonio, TX
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation
2018-09-21
Saint Petersburg, FL
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2018-09-21
Milwaukee, WI
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Need information about your loan balance or loan terms
Complaint: I am a student loan borrower having troubles dealing with my lender. I initially received Stafford Loans after the year XXXX with the intention of joining the PSLF program and entering medical school. After completing four years of XXXX school at XXXX University in XXXX AZ, I moved to XXXX to start residency training at Advocate XXXX XXXX XXXX. In XXXX, I consolidated my Direct ( i.e. Stafford ) loans and submitted my first application for IDR plan. In XX/XX/XXXX, I started repaying my loans after a short grace period. Each year, I re certified for IDR plans. And each year, I paid monthly, even if the amount was XXXX dollars, based on previously tax year returns. In XXXX, I realized my former application for the PSLF program never went through. Not to fear, the PSLF program was retroactive. I successfully applied for PSLF in fall XXXX and transferred my loans to XXXX in XX/XX/XXXX. Both my previous employer and current employer were qualified under the PSLF program. Each month following, I checked in with FedLoan Servicing to check on number of qualifying payments. Initially, I was told it could take up to 90 business days. Ninety business days came and went. I was later told, the process was taking longer than expected. In XX/XX/XXXX, I escalated my complaints to a FedLoan Servicing Borrower Advocate. I was assured that there was nothing I could do to expedite the counting and that I should continue to wait. I was never given a count on number of qualifying payments. Unbeknownst to me, they considered my complaint an " appeal ''. The following months, I was told that my application was in process, but no definitive count was given. On XX/XX/XXXX, I talked with a Advocate # XXXX. He told me that the appeal process can take up to a year. He also informed me that he would produce an email to expedite the appeal process. He finally told me that I had 8 qualifying payments under PSLF, the first count anyone has given me in 1 year! Stunned, I did not know how to proceed. He told me XXXX would notify me with a letter once the count was finalized. By my records and calculations, I have over 50 qualifying payments towards PSLF. I am getting frustrated calling each month and talking with a different representative, only to be given the run-around and no definitive answers.
Company Response: Closed with explanation
2018-09-21
Tonalea, AZ
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2018-09-21
Vega, TX
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation
2018-09-21
Atlanta, GA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Don't agree with the fees charged
Complaint: On XX/XX/2018 I received a letter from XXXX stating that I need to recertify for XXXX XXXX XXXX XXXX ( XXXX ) by XX/XX/2018 or else my monthly payment would increase from {$970.00} to the standard payment amount of {$2300.00}.
Then on XX/XX/2018, I received a bill for the increased amount of {$2300.00} ( well before the clearly stated date of increase ). I immediately recertified for XXXX and contacted XXXX about this issue stating that I believed I should have been billed my previous monthly amount of {$970.00} until XXXX. The rep agreed and told me to make a payment of {$970.00} ( which I did ) and told me the account would be reviewed and this should be resolved within 10 business days. XXXX would cover the difference between what I should have been billed and what I was billed : {$1400.00}.
I received no word from XXXX until XX/XX/2018 when I received a new bill still showing the past due amount of {$1400.00}. My husband called XXXX and talked to XXXX ( rep # XXXX ). He was very friendly and again reassured that he would file a review hoping to clear the mistaken charge of {$1400.00} and ensure that our payment of {$970.00} in XXXX would be a qualifying payment towards XXXX XXXX XXXX XXXX.
Having still received no resolution from XXXX a month after initially calling them to resolve the issue, my husband called XXXX for a third time and spoke with XXXX XXXX ( rep # XXXX ) who told him my account was overdue and had the potential for negative credit reporting. She said there was still no resolution from the account review.
This is unacceptable service. I have no choice in student loan servicer and must be able to trust XXXX when they tell me what my payments will be. Now I am at risk for negative credit reporting due to a mistake on XXXX 's part ( which they repeatedly admit was their mistake ) and they are unable or unwilling to resolve this issue in a timely manner.
Company Response: Closed with explanation
2018-09-20
Bartlett, IL
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation
2018-09-20
SC
Struggling to repay your loan
Student loan: Federal student loan servicing
Problem lowering your monthly payments
Complaint: I am a XXXX year-old XXXX XXXX XXXX, working in a XXXX XXXX school in XXXX XXXX. After 35 years in the private sector, my business failed in XX/XX/XXXX, due to the economic crisis we experienced. I was forced to close my business, and to file personal bankruptcy. Our savings were totally depleted by the business. We had to downsize our home, and I went from averaging $ XXXX/ann, to about $ XXXXann in XX/XX/XXXX. I could not find a job in the financial area at that time, and was recruited by XXXX XXXX XXXX in XX/XX/XXXX to join their XXXX certification program. To summarize, 3 years later, I had an XXXX., a XXXX job that paid $ XXXX/ann, and over {$110000.00} in student debt. I could not find a XXXX job in XXXX because of my age, so we relocated to XXXX XXXX, where I found a job with XXXX XXXX XXXX for $ XXXX/ann. At the time, we were also caring for a XXXX XXXX XXXX year old relative, and a very sick XXXX year old daughter, who was living with us.
The Department of Education/XXXX XXXX XXXX recommended that I consolidate my loans, and take forebearance on the consolidated loan, until our financial situation improved. this XX/XX/XXXX, with my forebearance completed, a representative at XXXX XXXX XXXX recommended that I use my income ( my wife also works ), and apply for an Income-Driven Repayment Plan. The representative stated that my monthly payments would be around {$200.00}, and that I qualified for a program ( Student Loan Forgiveness ) which would eliminate my debt with 120 payments. She also told me that, since I worked at a XXXX XXXX School, I would qualify for forgiveness of {$17000.00} after 5 years of service. She sent me application forms, which I completed and returned. I have not received a response from them since I sent it in XX/XX/XXXX.
On XX/XX/XXXX, I called XXXX XXXX XXXX and spoke with XXXX, who informed me that a ) I was 109 days delinquent, for a total of over {$7000.00} ; b ) I needed to pay about {$1100.00} dollars for 1 monthly payment ; and c ) my acoount would be referred back to private lenders for collection if I did not pay before my account was 175 days past due. I was shocked, and told her that the XXXX rep I spoken with in XX/XX/XXXX had told me that ny payment on a {$51000.00} salary would be about $ XXXX/month, and described the previously mentioned repayment programs that rep had mentioned. Sorry, XXXX told me. That information was wrong. My loan total was now OVER {$140000.00}. My monthly payment if I used my household income was about {$1100.00}. If I used just my income, it would be about $ XXXX/month. And, sorry, I did NOT qualify for Student Loan Forgiveness, because one of my consolidated loans was a " Parent '' Loan? I had NEVER been told that I had such a loan, and I do not recognize that I ever took one out. When I told XXXX that I could not afford $ XXXX/month, she recommended that I take " Administrative Forebearance '', that I could qualify for another 3 years of same. She told me that interest would continue to accrue during that period. I would be XXXX years old by the time I began paying on the increased loan, if I did that. I can't pay $ XXXX/month, and XXXX changes their info each time I call. I need some help with this.
Company Response: Closed with explanation
2018-09-20
Stevenson, MD
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: On XX/XX/XXXX, XXXX XXXX XXXX sent me a letter approving my Income-Driven Repayment plan for the total amount to be billed monthly at {$320.00}. After getting a one-month forbearance, I paid the total amount with two separate payments electronically by the due date. The first payment ( electronic debit ) was {$210.00} and the regular bill was {$110.00}. This totals the agreed amount of {$320.00}. A day after the due date, after I paid, I checked my account and saw that my account was delinquent. I was told I owe {$75.00}. This is not part of my payment agreement.
I called customer service on XX/XX/18 and spoke to a person named XXXX at XXXX XXXX XXXX. She told me that XXXX XXXX has two systems. In the system I see, I am overdue ; however, in another system I can not see, I am up to date. She said she " is going '' with the one that says I paid. I told her that when I call or log in to my account, it shows that I owe {$75.00} and that my account is delinquent. I asked if I should just pay the amount. She said I can or not, it does not matter. I said I am worried that my credit will be destroyed, that my loans at my current graduate school will be canceled, and being in default could prevent me from getting a XXXX XXXX. She said that they would not report me until 90 days, so I SHOULD be okay. She apologized, but I was left hanging.
I did email their advocacy hotline ; however, I am very, very worried because if this continues, XXXX will cancel my aid, and my credit will suffer. I don't have much time. I have had repeated problems with XXXX XXXX XXXX. It makes no sense that they can not fix this problem. I got a text dated XX/XX/XXXX that told me I am five days late on my payment. I am not and paid according to the terms.
Company Response: Closed with non-monetary relief
2018-09-20
Houston, TX
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Don't agree with the fees charged
Complaint: I was recently unemployed so I began a forbearance on XX/XX/2018. Since it was approved on XX/XX/2018, the company has been charging me more interest than I should be getting charged. Instead of the interest generating correctly among the four different loans, they are distributing the loan interest to the highest loans with the largest amounts. Before the forbearance, it did not show a {$0.00} dollar amount for XXXX loans and a large amount of interest for the other XXXX. But that's what I have been seeing since I went on forbearance. I am being charged a ridiculous amount of interest that is compounding at an astounding rate. This is much higher than if I was paying the normal amount per month. They do this on purpose to make it capitalize towards the entire loan amount. These guys are XXXX and shouldn't be able to get away with this. If I could afford a high-priced lawyer I would. I have visual evidence as well in the form of screenshots. Let me know what I need to do next. Thanks
Company Response: Closed with explanation
2018-09-20
Palmyra, MI
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2018-09-20
Covington, 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
2018-09-20
Columbia, SC
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2018-09-20
Clayton, MO
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I have been a XXXX for over four years now. As a XXXX, I qualify for the PSLF program. I have been making payments since 2014 on my student loan. Recently I found out that I was put into the wrong program for qualifying payments. After paying back about {$14000.00} dollars in student loans, It shows that I have only had 6 qualifying payments. SIX!! I did the math and based on my current monthly payments, it calculates to about 70 qualifying payments. I tried to call the phone number and they said that I wasn't in the correct repayment plan. They knew I was a XXXX and they placed me in the wrong program. I tried calling the Department of Education ; still no help. It's a shame that this company is the only option for PSLF because based off of all the negative reviews and complaints, they are taking advantage of XXXX like myself and others. For a company to prey on the people that work in the public sector is a shame.
Company Response: Closed with explanation
2018-09-20
Plano, TX
Took or threatened to take negative or legal action
Debt collection: Private student loan debt
Threatened to sue you for very old debt
Company Response: Closed with explanation
2018-09-19
Wesley Chapel, FL
Getting a loan
Student loan: Private student loan
Fraudulent loan
Complaint: I was previously a student at XXXX university graduating in XXXX. I received a lawsuit from XXXX XXXX trust XXXX in XX/XX/XXXX which I ended up settling with and paying. Now that I look back I do not have any substantial documents regarding my loan or payments to XXXX XXXX. I am reading on the new laws and what has happened in recent years in regards to borowers being duped and having no proof of these loans. Am I eligible for a refund of what I paid XXXX XXXX? I actually settled with a law firm called XXXX XXXX XXXX XXXX on behalf of national collegiate.
Company Response: Closed with explanation
2018-09-19
Phila, PA
Dealing with your lender or servicer
Student loan: Private student loan
Don't agree with the fees charged
Company Response: Closed with explanation
2018-09-19
Bronx, NY
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: In XXXX I returned from XXXX XXXX service in the XXXX XXXX. I had not known about the Public Service Loan Forgiveness ( PSLF ) program going into XXXX XXXX but learned about it while serving. Upon returning I inquired about whether my service could be included in PSLF retroactively and was told it could not.
Upon getting a job with a non-profit organization in XXXX, I submitted all of the documents that I was told by XXXX were necessary to enroll in PSLF. Throughout XXXX I regularly submitted employment recertification paperwork and spoke with various XXXX representatives over the phone to ensure that I was in fact enrolled in PSLF.
On XX/XX/XXXX I called XXXX to inquire about my loan coming out of forbearance. I had requested a forbearance in XX/XX/XXXX after my monthly payment had greatly increased due to a recertification ( I had submitted the recertification request because XXXX sent me a message stating I was required to do so ). While on the phone with XXXX ( employee ID # XXXX ), I inquired out of curiosity how many PSLF-qualifying payments I had made and what the remaining balance was to complete the program. She told me there was only one payment on record. I inquired as to how this could be if I had been making qualifying payments for the past XXXX years ; she stated that my recent certification had effectively created a new loan and nullified my previous payments. I objected on the basis of having been misled ; she responded that the recertification form I submitted included language describing all consequences of the recertification. I asked what could be done and she said nothing.
I asked to speak to someone else and was transferred to XXXX ( employee ID # XXXX ). She reiterated XXXX XXXX claim that nothing could be done but ensured me that a manager would call me back to discuss the issue further.
Having decided to file a complaint with CFPB, I called XXXX again on XX/XX/XXXX to request further information. This time I spoke with XXXX ( employee ID # XXXX ), who gave me a completely different story. She stated that I had XXXX PSLF-qualifying payments on record ; none of my payments had ever counted toward PSLF because all along I was enrolled in a standard repayment plan, while an individual must be enrolled in an income-based repayment ( IBR ) plan to qualify for PSLF.
She also said that an income-driven repayment plan application was submitted XX/XX/XXXX. I asked her ; according to XXXX records, what plans did the application state that I was moving from and to? She answered that it was a request to go from an income-driven repayment plan to a revised pay as you earn plan.
I probed further : Before you said I was on standard plan since XXXX, but just now you said I applied to go from an income-driven repayment plan to a revised pay as you earn plan in XXXX XXXX. How can that be? She replied that I had allegedly never made an " opt out payment '' of a one-month payment amount or XXXX dollars ( {$5.00} ) .I told her that I specifically remember discussing the opt-out payment with a XXXX representative and that I had agreed over the phone to make the payment - that representative processed the payment on the spot. He read a XXXX script and I consented to have the payment processed. Still, she insisted nothing could be done for me. I clarified ; you're telling me that I will miss out on XXXX years worth of PSLF-qualifying payments because a XXXX representative made the error of failing to process a one-time XXXX dollar payment? She said yes.
I requested she send me the dates of every phone conversation I've had with XXXX since XXXX - she agreed. I also requested to have an income-driven repayment plan application sent to me. She agreed and said both documents should arrive around the same time, in about 7 days. I asked her what the status of my call-back from a XXXX manager was. She said managers don't do call-backs and I shouldnt expect one, despite her notes reflecting that I requested it.
On XX/XX/XXXX I received the two documents I requested from XXXX ; the record of dates I spoke with XXXX representatives and the Income-Driven Repayment ( IDR ) Plan Request form. I read through the entire IDR Plan Request form and there is no mention whatsoever of PSLF.
I am including the following documents as evidence in my complaint : -Timeline of events -Timeline of all phone conversations between myself and XXXX -Employment Certification Form -Response to Employment Certification Form -Loan snapshots ( 3 ) -IDR Recertification Request -IDR Application -IDR Application response -PSLF Qualifying Payment Update -Article describing widespread abuses of PSLF program by XXXX
Company Response: Closed with explanation
2018-09-19
NY
Dealing with your lender or servicer
Student loan: Private student loan
Received bad information about your loan
Complaint: I graduate College in XXXX with approximately {$18000.00} in student debt with XXXX XXXX. It was an initial interest only payment for 7 years, then a structured payment for the remaining life of the loan. In XXXX my loan was transferred to AES and my auto debit payment continued every month. Due to an error on AES ' part it was applied to interest only for another 7 years. 14 years of paying {$110.00} per month for a total of approximately {$19000.00}. I have paid more than my original debt, but still carry the full amount on my account because of their mistake? or is it fraudulent behavior? After researching this it seems there are many others in the same situation as mine ; all starting around XXXX. This type of activity is criminal. I am a consumer who paid every month, in good faith, and amount that was requested to satisfy my loan in a timely manner. Individuals have gone to jail for less than this. I will not stop pursuing this until a fair, reasonable accommodation is made. I repeat myself, this is theft, someone needs to be held accountable.
Company Response: Closed with explanation
2018-09-19
Bostonia, CA
Dealing with your lender or servicer
Student loan: Private student loan
Received bad information about your loan
Company Response: Closed with explanation
2018-09-18
Eagle Rock, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Company Response: Closed with explanation