AES-PHEAA

2018-08-22

Arco, CA

Incorrect information on your report

Student loan: Private student loan

Account information incorrect
Complaint: About the two accounts Private Student Loans of my Daughter and I am the Co Signee own by : American Education Services the amount are {$14000.00} and the other is {$15000.00}, its a Default since 2006. Right now in Credit reporting Agency is in accurate of the total amount??? ... ... Then this collection agency the XXXX XXXX XXXX .they buy the loan..is XXXX balance and charge off ... .Now they sue me and there is Judgement already freeze my bank account and garnish my salary. and the Limit of Limitation passed Already and what i need is the Debt Validation ... Any help can be appreciated on you company ..Thank you very much
Company Response: Closed with explanation

Timely Response

2018-08-22

TX

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I have sent numerous times and semt them certified mail which allows me to see that they get my items. I sent one packet signed and dated last XX/XX/XXXX then they said they didnt get my items and i resent in XX/XX/XXXX and they still have refused to acknowledge they have gotten my items. Not only do i have a mortgage, but i have XXXX kids, a car note and my wife has lost her job. I dont know where or how they expect me to pay XXXX a month. I keep reapplying for loans and no one helps. Talking to them on the phone, im only wasting my time because they tell me to just send in everything i already have sent.
Company Response: Closed with explanation

Timely Response

2018-08-22

Maple Falls, WA

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-08-22

Pearland, TX

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

2018-08-22

Manhasset, 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

2018-08-21

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Company Response: Closed with non-monetary relief

Timely Response

2018-08-21

Rockford, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I graduated with my XXXX degree in XXXX. I had XXXX XXXX XXXX. I was told as long as I stayed in a non for profit, worked full time, and did an income based repayment plan, my loans would be forgiven in 10 years. Then in XXXX, I got notice that my loans consolidated to XXXX XXXX XXXX. What I wasn't told was that none of the time from XXXX XXXX that I paid my student loans would be counted for, for forgiveness. This makes me upset and I have spoken to numerous people from XXXX that just say that all they can see is that the loan was consolidated in XXXX. They say I won't get any credit from when I worked in a non for profit and I don't think thats fair. It is definitely not ethical, nor should it be legal.
Company Response: Closed with explanation

Timely Response

2018-08-21

Murray, UT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: My student loans are in deferment but my credit reports were sent information that 17 loans increased from XXXX -XXXX in the amount of {$3400.00} and 17 separate entries were added to my accounts with the comment fixed rate. This was 34 hits to my credit report. I called XXXX today and spoke to an agent who said she has no idea what the charges are for or why 17 comments were made. She had no record of any new charges or comments being added to my accounts her employee Id is XXXX
Company Response: Closed with explanation

Timely Response

2018-08-21

Durham, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: To make a very long story short, I applied for the XXXX XXXX XXXX XXXX program back in early XXXX. I waited nearly 6 months before I heard back from them and when I did, I was told that I had XXXX more years of payments to make when I should have only had another year. I asked them to review their info and in XXXX of XXXX, I heard from them and nothing had changed ( they had my consolidation date incorrect and they said that whole years that I was making payments didn't qualify even though I have always been on the XXXX plan and have never changed ). In XXXX of XXXX, I submitted the documentation ( XXXX pieces of paper ) that showed that their info was incorrect. I called back in XXXX to see if there was any change. I was told to call back in XXXX. I just called today, XX/XX/XXXX, and I was told that they were really backed up and that it might take until the SPRING OF XXXX before a decision is made. Meanwhile, I will be making payments that I should not have to make since my loans should be forgiven in XXXX of XXXX.
Company Response: Closed with explanation

Timely Response

2018-08-21

Busch, AR

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

2018-08-21

Tucson, AZ

Communication tactics

Debt collection: Federal student loan debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-08-21

Lannon, WI

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: I have been owed a {$2400.00} refund for an overpayment to XXXX, when I refinanced my loan with XXXX. XXXX has known about this since XXXX when they were paid in full by my new loan handler. I have filed a formal complaint with the XXXX XXXX XXXX and after a month, they just filed my complaint as " unresolved. ( Unresolved complaint filed with XXXX, ID # XXXX ) The XXXX have been unable to obtain my refund. XXXX suggested I contact your organization to look into this. I have been getting the same, nonsensical lack of information from XXXX since XXXX when I discussed with them that the instructions I followed for refinancing with XXXX would result in a large overpayment. They told me originally don't worry as it will be refunded ASAP. It has now been more than 4 months since XXXX received a payoff amount from XXXX and XXXX has not refunded the money to me or to XXXX. Should I file a lawsuit? A police report for theft?? Please advise. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-08-21

Steubenville, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-08-21

Birch Run, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been working with XXXX XXXX XXXX for a year now. I am trying to apply for the XXXX ( XXXX XXXX XXXX XXXX ). I have been denied for numerous reasons at least XXXX times in the past year. The reasons I have been denied have been untruthful in my opinion. I have been denied because they have said that certain boxes have not been checked or there were missing signatures - all of which are false because I have the copies of the documents that were either mailed or uploaded. I have called and talked to numerous people about the next steps to take. All of the answers are different and varying. I waited on hold for a manager for over an hour a few months ago to try to finally get some clear direction. I qualify for the XXXX. I have been a XXXX for over XXXX years in qualifying schools. I feel they are trying everything they can to just frustrate me and string me along with these " fake '' problems with my paperwork to just get me to a point where I give up. I have given up a couple times only to come back a couple months later to reapply, submitting sometimes the exact same paperwork as before. In doing this they find a slew of different things that are wrong with it and why I do not qualify for the forgiveness. The paperwork I submit is only good for a certain amount of time. By the time I resubmit the paperwork where they have found an issue that isn't really there - it has been expired and I need to get it filled out again by my HR department at my current XXXX and the other XXXX XXXX I worked for before. This takes time and of course it's difficult to get paperwork from a XXXX that you no longer work for - especially XXXX times. I currently have about XXXX different reasons of why I have been denied in my inbox with XXXX XXXX XXXX. All of which are not valid. I have never once been late in XXXX years paying my student loan payment so there are no issues with that. They are also trying to say that the current XXXX I am employed with does not qualify under this program because my paycheck is signed by my corporate company - however, I actually work and perform my duties in a XXXX XXXX XXXX and am in fact paid strictly out of XXXX XXXX funds. Please help.
Company Response: Closed with explanation

Timely Response

2018-08-20

Rockville, MD

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

2018-08-20

MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: XXXX XXXX is failing or refusing to complete action on my employer certification for Public Service Loan Forgiveness. When I transferred by loan to XXXX last autumn I had completed 109 qualifying monthly payments under the Public Service Loan Forgiveness ( PSLF ) program through XX/XX/XXXX. When my loan completed its transfer from my prior lender to XXXX in XX/XX/XXXX, after several months of administratively setting up and transferring the file, XXXX 's loan detail for my account showed only 62 qualifying months under PSLF. I had the same job with the same XXXX XXXX employer for the entire 109 months that were reported by my employer. I contacted XXXX by phone. They said that they have 120 days according to their own deadlines to count my qualifying payments. I was told that I was not being denied any credit for qualifying months but that they just hadn't finished counting. Since that time I have called almost monthly to check on the status of the counting of my qualifying months. I have been told the same thing repeatedly, which is that they can see that I have a total of 109 months, that there is no problem with the 47 months that have not been added to the count, but that they just have not finished. I am now ready to file for forgiveness based on a total of 120 months in qualifying employment but I am stuck until they finish what should be the very simple task of counting my total payments.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-20

KY

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: on or about XX/XX/XXXX I noticed that my accts are closed and transferred to a rehabilitation office im no longer with that servicer which was aes and XXXX bank
Company Response: Closed with explanation

Timely Response

2018-08-20

Medina, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am concerned that XXXX is failing to process my payments from my XXXX XXXX XXXX. This jeopardizes my credit, my loan status, and my payments towards public service loan forgiveness. My XXXX monthly payment of {$220.00} is due on XX/XX/2018. For this payment, I submitted a request to XXXX to issue my monthly payment from my XXXX XXXX XXXX to XXXX. I made this request to XXXX on XX/XX/2018. I requested this payment a month before my due date because I have experienced significant delays in XXXX applying these payments. Yet still my account appears delinquent. My online XXXX account shows that XXXX accepted this request on XX/XX/2018 and the payment was scheduled for XX/XX/2018. As of today, my XXXX account has still not credited my account with this payment. My account states that my payment is 10 days past due. My XXXX online account shows that this payment was deducted from my education award. I contacted XXXX by phone on XX/XX/2018, XX/XX/2018, XX/XX/2018, and XX/XX/2018 to see why my payment has not been processed and applied to my account. Each time I spoke to a representative, I was told vague statements about processing times and I was told to wait longer. Each representative told me that XXXX does not have the payment. I contacted XXXX to verify the status of the payment on XX/XX/2018 and XX/XX/2018. Both times XXXX representatives told me that XXXX received the payment via EFT. The XXXX representatives stated that XXXX recently elected to receive payments from XXXX electronically, as opposed to the paper checks they previously received. XXXX verified that the payment was sent XX/XX/2018 and stated that it should be received no later than 2-3 business days from XX/XX/XXXX. XXXX stated that the payments are sent to XXXX with my first and last name and the last 5 digits of my social security number. When I contacted XXXX on XX/XX/2018 I first spoke to a representative named XXXX. She told me that she does not even know what XXXX is and asked me more than once if it was another loan provider. She then transferred me to XXXX, employee ID XXXX, who told me that XXXX only sends things on Fridays so the payment would have been sent XX/XX/XXXX. She told me that they have not received the payment yet and there is a 7-10 day processing time. I asked when my payment would be applied. I was transferred to XXXX, who stated that he oversees the processing and accepting of XXXX payments. XXXX provided me with his direct line, XXXX, and stated that I can call him directly if I am having issues with my payments. He also stated that XXXX did not receive my payment from XXXX yet. He stated that he was not aware that the payments from XXXX are now being sent via EFT. I was told that XXXX is putting in a request to find the missing payment. This phone call lasted one hour. On XX/XX/2018, my XXXX account still was not updated to reflect my payment. I called XXXX at XXXX. He did not answer and I left a message with my name and phone number and asked him to return my call. I did not receive a call back. When I contacted XXXX on XX/XX/2018 I spoke with XXXX, employee ID XXXX. She told me that XXXX did not receive the payment from XXXX. She said that she saw the request to find a missing payment on XX/XX/2018. She told me that it takes 7-10 business days to process the request. I asked XXXX to clarify if she meant that it would take 7-10 business days to apply my payment or search for the missing payment. XXXX put me on hold to " look into that for me. '' XXXX then told me that it would be 7-10 business days for XXXX to process the request to look for the missing payment. I told XXXX that that time had passed. XXXX told me that they do not count the 6th, so I should check my account on Monday or Tuesday. She told me that EFT payments do not go somewhere different than the paper check payments. XXXX told me that there are delays in applying XXXX payments because they do not send the account numbers. I told her that XXXX provides first and last name and the last 5 digits of the social security number. XXXX agreed but said that because more than one person has the same name that there might still be delays in processing. I told her that no one else has my name. XXXX then told me that she was just saying that as an example. At no point was I told who is actually searching for the " missing payment '' or what that process entails or when I could expect and answer. None of the XXXX representatives provided me with any concrete information regarding my account. They all told me to call back or check online. They always reference a " processing time '' for any action, even for them to look into an issue. When I asked what date my payment would be processed, I did not receive a date. I was told it would reflect when it was received. I have experienced several issues with XXXX applying my XXXX XXXX XXXX payment in the past year. Their representatives do not provide useful information and they are not helpful. I am usually on hold for at least 30 minutes before speaking to anyone and several times I have been told that only certain people have access to the XXXX payments so I am transferred to someone else and I have to wait on hold for longer. Often my account appears to be delinquent while waiting for XXXX to process my payments. XXXX provides unacceptably poor customer service and does not use care in handling accounts and payments. This experience has created an immense amount of distress, worry, and time wasted in attempting to get FedLoan Servicing to do its job.
Company Response: Closed with explanation

Timely Response

2018-08-20

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am on the Loan Forgiveness Program, three years ago I got a letter that I qualified for 40 payments, then I made 9 more payments, and one day I looked at the computer that said I had 35 qualifying payments. When I called 11 months ago they told me it was a computer problem and they would fix it, I called them ten times more times I emailed them 10 times and there is never any updates. They keep ignoring my questions, they continue to verbally promise me I have made 70 qualifying payments but they never answer my questions. The computers keeps saying I only have 35 qualifying payments, and when they do answer my email they give me an answer with a pre made form that clearly shows they have not read any of my emails. It has been 11 months and I need a clear answer as to how many payments they qualify. When I call they say I will be qualifying for 70 payments, but I only see 35 qualifying payments.
Company Response: Closed with explanation

Timely Response

2018-08-20

El Paso, TX

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-08-20

Gloucester City, NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Company Response: Closed with non-monetary relief

Timely Response

2018-08-20

Wesley Chapel, FL

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-08-20

Lafayette Hl, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My XXXX XXXX recently updated their website and that appears to be when problems started. I have 2 different loan payments each month. One loan is at a lower rate and the other loan is at a higher 6.875 % rate. In XXXX of 2018, I submitted both my payments on the website as usual. On XX/XX/2018 I received an e-mail that my loan was past due. I called XXXX immediately. I waited on hold for 30 minutes before reaching the billing department. They first informed me that their system rejected my payment. Then they told me that it applied the loan payment incorrectly and paid it all to one loan instead of to each loan. The payments were applied to the lower interest loan, while the higher interest loan is left as past due and accruing interest. They said the issue would be resolved in 10-15 days. Today is XX/XX/XXXX and I just received an e-mail notification that my account is 22 days overdue. The issue is not resolved.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-20

Glendale, CO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Please see attachments for a thorough explanation and my records of payment. I have been in a dispute with XXXX XXXX since XX/XX/XXXX over the number of qualifying payments I have made under the terms of the Public Service Loan Forgiveness Program. My records show that have have made 105 qualifying payments from XX/XX/XXXX - XX/XX/XXXX, XXXX has provided four letters with three different numbers of qualifying payments made during the same payment dates ( XX/XX/XXXX - XX/XX/XXXX ) : XX/XX/XXXX - 56 payments XX/XX/XXXX - 80 payments XX/XX/XXXX - 88 payments XX/XX/XXXX - 88 payments I contacted about XXXX by telephone on XX/XX/XXXX and was told that the company was implementing a new computer database system and that they had sent incorrect information ( e.g. fewer qualifying payments than accrued ) to many people and that I would get a correct accounting. I received a second letter from XXXX on XX/XX/XXXX ( dated XX/XX/XXXX ) which reported that I had made 80 qualifying payments toward the PSLF Program. On XX/XX/XXXX at XXXX XXXX ( XXXX ) I called and spoke with XXXX and about one minute later I asked to speak to a supervisor and was transferred to XXXX. He reviewed my XXXX payment records with me and said that the 13 payments were qualifying payments and that he was making the adjustments to XXXX records as we spoke. ( I am now disputing 17 records, at the time it was 13. XXXX retroactively disqualified four additional payments ). I received paperwork on XX/XX/XXXX confirming the correct forbearance dates, thereby qualifying three of the disputed payments, but XXXX has still not changed the status of the three payments to qualifying. Further, they never changed the status of the 10 payments I discussed with XXXX on XX/XX/XXXX, and that my records show as qualifying. In their next correspondence dated XX/XX/XXXX, XXXX disqualified four payments they previously reported as qualified. XXXX retroactively changed the amount due from XX/XX/XXXX - XX/XX/XXXX ( nearly nine years later ) from {$470.00} to {$480.00}. In XXXX correspondence dated XX/XX/XXXX, XXXX again reported that I had made 88 qualifying payments under the PSLF Program. This correspondence included payment detail from XX/XX/XXXX - XX/XX/XXXX and amounts previously recorded as being received were zeroed out on the accounting ; specifically payments made in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I have filed four complaints with the Department of Education Ombudsman, and they have closed three of the four cases ( 4th pending ). I have reservations about whether the Ombudsman can be truly effective since they are part of the agency they are sometimes charged to investigate - the Department of Education. I have contacted Senator XXXX XXXX ( CO ) about this issue and I have signed a release of information so they can speak to the Department of Education on my behalf. On XX/XX/XXXX I filed a complaint with attachments ( attached to this complaint ) with the Department of Education Ombudsman office. Today I am filing with the CFPB. My records demonstrate that as of XX/XX/XXXX I had made 105 qualifying payments to the Public Service Loan Forgiveness Program, putting me on track to make 120 payments, and thereby qualifying for forgiveness on XX/XX/XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-20

KY

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: on or about XX/XX/XXXX I noticed that my accts are closed and transferred to a rehabilitation office im no longer with that servicer which was aes and XXXX XXXX
Company Response: Closed with explanation

Timely Response