AES-PHEAA

2018-08-20

Oxford, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: This concerns XXXX XXXX aka Pennsylvania Higher Education Assistance Agency ( PHEAA ) I am concerned my loan payments are not being applied properly for XXXX XXXX XXXX XXXX. I have been paying off my loans since XX/XX/XXXX primarily under income based repayment, however, there have been short periods of time I paid the full amount each month. At that time, I was actively seeing employment in the private sector and anticipated leaving public service so I wanted to begin paying the full amount. I remained in my public sector position, though, and the period of time I paid under Standard Repayment was less than a year. Out of the 8+ years I have been paying my loans, I would say 3/4 of them were made under a income based plan. When I began paying off my loans in XX/XX/XXXX there was no paperwork or forms associated with XXXX, but I completed the employment certification form later on. I have worked for the same employer ( a government agency ) since XX/XX/XXXX so there is very little confusion as to the status of my public service employment. I was switched from XXXX to XXXX XXXX a few months ago. I was checking on my payment numbers on XX/XX/XXXX and feel they are inaccurate, as they only reflect a fraction of the payments I have made over the past 8 years. I called customer service and was informed ONLY payments made under an income driven plan " count ''. It clearly states the following on the XXXX website and I quoted this to the customer service agent : " NOTE : Payments you make under a 10-year Standard Repayment Plan or under any other XXXX XXXX XXXX repayment plan with payments that are at least equal to what you would have been required to pay under the 10-year XXXX XXXX plan also count toward PSLF. However, you must switch to an Income-Driven Repayment ( IDR ) plan, such as XXXX, XXXX, XXXX, or XXXX, to benefit from XXXX. Otherwise, you would have no remaining loan balance to be forgiven after making 120 payments. '' ( Rest assured, I have plenty of balance still left ). The customer service rep continued to dispute the information I was reading to her from the website. Customer service told me I can have my payments reviewed, but this process will take 6-8 months. This is completely unacceptable. I then filed a complaint with the XXXX XXXX office for XXXX and received an automated email stating an " expedited '' review of the case would be completed. There was no timeframe given for follow up or resolution. It is now 6 weeks later and I have received no further information from XXXX. Given the threats by " our '' : political leaders to end to the XXXX program, I am making every effort to ensure my issues and difficulties are clearly documented.
Company Response: Closed with explanation

Timely Response

2018-08-19

Orlando, FL

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: I am on an income based repayment plan which must be re-certified each year. I have filled out the form from the government website three times since XX/XX/18 and each time I am told it can not be processed, claiming it is the wrong form, the signature expired, etc. I have called and told by customer service there is no reason why it was not processed and someone would investigate and call me back. Never got a call back. Second call I was told to fill it out again and did. I have included all supporting documentation. My other three loan servicers have approved my IBR with no problem back in XX/XX/XXXX. American Educational Services is incompetent.
Company Response: Closed with explanation

Timely Response

2018-08-19

Grover Beach, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: After I consolidated my student loans I have been on the income based repayment plan since im pursuing the public loan forgiveness program. I certified my employment with XXXX XXXX on XXXX of 2017 and soon after I received a letter stating that I had 81 qualifying payments. Fast forward to this month and I logged into my online account. XXXX XXXX updated their system and to my surprise they only have me with thirty something qualifying payments. I contacted them for help with out any luck. They we're rude condescending and they said that I was not on a qualifying payment plan. That is incorrect because I renew my eligibility every year and I have certified my employment twice. I'm worried that their mistake will make me have to continue making payments when I should be eligible for loan forgiveness. Thank you
Company Response: Closed with explanation

Timely Response

2018-08-18

N Hollywood, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-08-18

Marietta, GA

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

2018-08-18

Portsmouth, VA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-08-18

MS

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I would like to consolidate my loans but I keep getting some outrageous amount that already more than my debt itself
Company Response: Closed with explanation

Timely Response

2018-08-18

Phoenix, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: XXXX XXXX XXXX charges extremely high interest rates, and when you pay, they dont even update your payments on your credit report. The customer service is very rude and they do not care about what we as customers are going through. Everything is about the money, and they do not keep us updated about our accounts.
Company Response: Closed with explanation

Timely Response

2018-08-17

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

2018-08-17

NY

Incorrect information on your report

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

Account information incorrect
Complaint: While reviewing my credit reports, I noticed some inaccuracies on my student loan account. I called XXXX and requested copies of all forbearance requests for the lifetime of my loan. Once received, I confirmed that the information that had been reported was incorrect. On or around XX/XX/XXXX, I submitted mailed correspondence to XXXX regarding multiple late payments showing on 4 of my student loan accounts. As best as I could remember and now with the paperwork that I received from them, I was covered under forbearance during the dates that late payments were reported. I filled out all of the paperwork ( per their website ) required along with an explanation that the late payments should be removed. I also asked them to update the consolidation of my student loans as it currently showed that I owed double because the loans that were consolidated weren't updated to reflect a {$0.00} balance and closed. While checking my reports today, I saw that the individual loans have now been set to a {$0.00} balance and closed but the late payments were not removed. I called and spoke to a rep ( I do not recall his name ) that told me the only thing I could do is write another letter because they if they updated those accounts and didn't remove the late payments, they weren't going to at all. Here is what I sent to XXXX : According to my credit report, there were 6 late payments reported on 4 different accounts. The disbursement dates of these accounts are XX/XX/XXXX ( 2 accounts with that date ) and XX/XX/XXXX ( 2 accounts with that date ). Under Section 623 ( a ) ( 2 ) of the FCRA, I am requesting that these late payments be removed, and the record be reflected to an " on-time '' status for those months when the late payments were reported, the same as it does for any other forbearance or deferment period. I am making this request because my account was indeed protected under a General Forbearance during these dates. I've also enclosed documents from XXXX stating that these accounts were in Forbearance during the time these late payments were assessed. My credit reports states : XX/XX/XXXX - Late XX/XX/XXXX - Late XX/XX/XXXX - Late XX/XX/XXXX - Late XX/XX/XXXX - Late XX/XX/XXXX - Late Document from XXXX states : Sequences 001 through 004 were on General Forbearance from XX/XX/XXXX to XX/XX/XXXX. ( See enclosed. ) This clearly covers these dates. I have attached an FTC advisory opinion which interprets Section 623 ( a ) ( 2 ) of the FCRA. The issue posed in the advisory opinion is how a lender is to handle a situation when subsequent information updates a report that was allegedly accurate when it was made but no longer is accurate in the present time. The advisory opinion states that the Section 623 ( a ) ( 2 ) of the FCRA addresses the duty to correct and update information by furnishers, or persons who furnish information to consumer reporting agencies ( CRA ) such as credit bureaus. In particular, this section requires a person that has furnished to a consumer reporting agency information that the person determines is not complete or accurate to promptly notify the consumer reporting agency of that determination and provide any information needed to make it complete and accurate. Thus, on its face, this provision requires a furnisher to provide corrected or updated information to the consumer reporting agency that it had reported to originally. This duty extends to all student loan accounts reported to CRAs, regardless of whether they were accurate at one point, because the section requires the furnisher both to update accounts as well as to correct. Additionally, since my loans have been consolidated, the balance on all previous loan that were included in the consolidation should reflect a {$0.00} balance. However, they are not, and it looks like I owe twice as much in student loans. Please update the correct balance information promptly to the credit bureaus.
Company Response: Closed with explanation

Timely Response

2018-08-17

Bloomington, MN

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: In the Fall of XXXX, I co-signed for my daughters to receive a loan to attend College. When the loan went into repayment status my daughter did not pay the monthly obligation. I was contacted and told I had to make the payments since she was not honoring her obligation. I informed the student loan company that I would be making the monthly payment and to send me all communications concerning this debt moving forward. I have been making monthly payments on this debt since XX/XX/XXXX religiously. The monthly payment was on auto payment. Even when I filed bankruptcy in XXXX, I continued to make my monthly payments. American Education Service continued to send me monthly statements for this loan. My daughter filed bankruptcy in XXXX. I called American Education Services to let them know she had filed bankruptcy and want to make sure they knew I would continue making my monthly payments. The representative informed that it was my obligation to continue making the monthly payments since I wasnt the one that file bankruptcy. This wasnt an issue for me since that was my intent. In XXXX of XXXX I received a call from a collection Agency informing me that the student loan I co-signed for was in collections and payment is due in full. I thought this was a fraudulent call because the loan was on auto pay. I checked my account and the payment was coming out of my account. I thought the call was fraudulent. I got another call concerning this a week later. I asked the representative for documentation concerning the loan. I followed up with American Education Service and was told the loan was transferred because my daughter was in bankruptcy. I was never notified that the student loan was being transferred. When I asked the representative at American Education Service why I didnt receive notification. I was told it was because my daughter filed bankruptcy and they are not allowed to send out information to collect a debt. When I asked what they did with my monthly payments, I was told that the payments were being sent back to my daughter. I was so confused since they have it on record that I am making the monthly payment and it was coming out of my checking account. Then I followed up with the request that they continue accepting my monthly payments because I dont want my credit to be impacted by this. I was told that it was already reported to the credit report as a charge off account. That if I continued to make the payments it would be sent to my daughter because they no longer service the account. I was completely shocked. I was trying to make my payments but being told that they would not accept them. In conclusion, I took ownership of fulfilling my obligation as a co-signer of this student loan. I was making payment from the time this loan became due. I didnt refuse to make the loan payments. It was the creditor that refused to accept my monthly payment. Now, I am being sued because of it. I feel that XXXX XXXX XXXX XXXX XXXX, placed my debt in collections to collect additional interest and fees. I would like to be made whole. I have lost 11 payments totaling {$1400.00}, been refused credit due to the student loan being in charged off and assessed additional fees due to their refusal to accept my payment. Since, the creditors mistake, I am requesting that this debt be forgiven. LISTED BELOW ARE THE AREAS IN WHICH I FEEL I HAVE BEEN HARMED. DELAYING POSTING PAYMENTS Even though I was making my monthly payments on time, I continued to get late payments assessed to my account and additional interest accrued when they refused to accept my payments. From XX/XX/XXXX XX/XX/XXXX American Education Servicer proceeded to send my monthly payments to my daughter even though their records indicated that I was paying the student loan debt. I was never informed of this by anyone until I called in XXXX of XXXX. SERVICING TRANSFER It is my understanding that any public company that sales loans, assigns or transfer loans must provide notice to the customer when their loan is being sold, transferred or assigned to another company. The student loan I co-signed for was transferred without providing me with any notification. CREDIT REPORTING They payments XXXX XXXX XXXX XXXX XXXX XXXX received from XX/XX/XXXX XX/XX/XXXX were not reported to the credit bureau as payments being made on time. Instead it was reported that my last monthly payment was XX/XX/XXXX and the account was in collections/charged off. BANKRUPTCY FILING As indicated above my daughter filed Bankruptcy. It is my understanding that when a borrower files bankruptcy it only protects that individual. All collection activities against the borrower has to stop. However, Chapter XXXX automatic stay doesnt extend to the cosigner. The creditor is allowed to contact the co-signer to collect on the debt.
Company Response: Closed with explanation

Timely Response

2018-08-17

Glendale, CO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I called on XX/XX/XXXX to double-check my " Paid ahead '' status for my loans. As of my XXXX account statement, there was a clause on there that stated that I had made enough payments to be paid ahead through XX/XX/XXXX. However, on my XXXX account statement, my account statement said that I was no longer paid ahead. I called to confirm this information with a representative via telephone, who reviewed the account and said that I was still paid ahead and that the information had not been updated on the website and that the letter was incorrect. I then decided to suspend my XXXX payment to allocate the money elsewhere. I received my XXXX statement, which said that I also was no longer paid ahead. I called to get more information on why this was the case on the XX/XX/XXXX call referenced above. At that time, I was informed that due to a new software upgrade/change, all paid ahead statuses were negated. To confirm with the representative, I then stated my interpretation of his statement : that I was still in a paid ahead status, however the new software had not taken that into account yet, which he replied that my interpretation was correct. I then also asked for confirmation that if I suspended XXXX 's payment, that I would not get in trouble. He put me on hold to double check a few things, and came back with a new explanation, saying that since I had submitted my Pay as You Earn Employment Verification applications, this put me on track for PSLF ( which is something I had inquired about several times before, as I have been working for PSLF-qualifying employers for over five years now, and have been misinformed about how to get the paperwork in place to take advantage of the program ( see previous complaint ). He said that with the submission of the eligible employer paperwork, that makes it so I can no longer have a paid-ahead status on my account. I told him that I this is not the first time that I have had my income redetermined, and it should have been noted on my account that I was on/seeking eligibility for PSLF ( as I have made that reference on several of my calls that I had placed in previous months ) and that none of the representatives, in particular ones that I spoke with regarding my paid ahead status, made any mention that being on PSLF would negate a paid ahead status. I submitted paperwork back in XXXX to recertify eligible employment ( that's the only upload I have on record, unfortunately, as I had mailed that paperwork to XXXX XXXX back when my loans were consolidated in XX/XX/XXXX, but that submission is not reflected on my account ), so the fact that no one mentioned this clearing any paid ahead status in any of my calls between said XXXX submission and the XX/XX/XXXX phone call is infuriating. Furthermore, no where on the XXXX XXXX site do I see any information that being on PSLF will negate a paid ahead status, most namely these two articles : XXXX XXXX XXXX XXXX XXXX XXXX XXXX I DO acknowledge the statement that says that paying ahead can interfere with what constitutes a " qualifying payment, '' however at NO POINT have I asked to remove the paid ahead status from my account. I had one representative ask if this was something I wanted to do ( back in spring of XXXX ), however I DECLINED that option. To confuse matters even more, the XXXX website has a statement on my XXXX bill that's due that it is reduced because my previous payment was more than the required amount, so I am paid ahead by the overage ( my normal amount due is XXXX, I paid XXXX in XX/XX/XXXX, so now the payment due in XXXX is {$200.00} ). I brought this up to the representative on the phone, which he said that I can pay ahead and that will be stored, but every time I resubmit a recertification of employment for PSLF, that will wash out any pay ahead status. He asked if I want to be taken off of PSLF to get paid ahead status back, which I asked if that would make it so my paid ahead status would put me a year ahead like I was before, which he said he could not guarantee that, so I declined this option. I was on the phone for over an hour with XXXX XXXX to try to get information that made any sense as to why my paid-ahead status is removed ( even though nothing has changed over the last two years ). This again illustrates the misinformation, mismanagement of payments, and complete conflict of advice I get from numerous different staff members from XXXX XXXX. I was made aware of the paid-ahead payments not being qualified payments for the XXXX required to be forgiven ( though this information was not given communicated to me until this year, not when I originally planned to utilize the PSLF program. That information was also not on their website until after I was enrolled in PSLF either ), however no one mentioned anything about losing paid ahead status was revealed. Even in the response from XXXX XXXX to my last complaint mentioned that my account was reviewed " in detail '' and at no point did they mention that my account was over a year paid ahead, to which I would lose that benefit when enrolled in PSLF. The reason this is such a big deal is I have incurred a large amount of debt recently that I would like to suspend a few payments to catch up on said debt, and I thought I had a VERY large safety net in paying my student loans that has since been revoked for no clear reason. Dealing with XXXX XXXX in the last 5 years has been an extremely stressful and confusing experience.
Company Response: Closed with explanation

Timely Response

2018-08-17

Snellville, GA

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

2018-08-17

Gwinner, ND

Incorrect information on your report

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

Personal information incorrect
Company Response: Closed with explanation

Timely Response

2018-08-17

Queens, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have made payments from XX/XX/XXXX to XX/XX/XXXX under the Public Loan Forgiveness Program and my employment certification was accepted by XXXX from XX/XX/XXXX to XX/XX/XXXX. The qualifying payments should reflect 34, instead i was given credit for Qualifying payments of 13. When I requested for these payments to be reviewed in XX/XX/XXXX with XXXX 's PLSF team, i was told it will take 60-120 days to receive a result. However till today ( XX/XX/XXXX ) I have not received any resolution. I filed a complaint with Student Aid and they just forwarded the request to XXXX who are still giving me no relevant information. I have requested a letter that itemizes all the payments that were considered qualifying towards the PLSF program and the ones that were not categorized as satisfactory and why. In addition, i requested information as to what I can do to dispute these unsatisfactory payments as i was never informed that i was paying " ahead of schedule '' by having it debited from my checking account which was set up by XXXX itself. I was told that i can only file a complaint and because the payments are under review ( since XX/XX/XXXX ), there us not much they can do as XXXX PLSF team is backlogged. The Qualifying payments thus far from XX/XX/XXXX to XX/XX/XXXX has been for 13 payments only. The following monthly payments are under review and I would like help in getting the following months to be considered eligible/qualifying payments towards the 120 payments required to complete the PLSF program. Payments i would like resolution on were made on the following dates : payments made to XXXX XXXX and XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-08-16

TX

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: I was affected by Hurricane Harvey, XXXX XXXX did a 12 month forbearance on XX/XX/2017 and now they reported late payments to my credit report lowering my credit score 100 points. I never received a delinquency notice or email or phone call about late payments. They don't want to remove negative credit reporting and i need a loan to fix my home. I lost everything and this is the last thing I need! I need to rebuilt my life. Thank you
Company Response: Closed with non-monetary relief

Timely Response

2018-08-16

Arlington, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Primary Issue : XXXX XXXX ( PHEAA ) is the loan servicer of my XXXX XXXX XXXX Federal Direct Loan consolidation as well as my Federal Special Direct Consolidation Loan. In XX/XX/XXXX, I updated my direct debit to begin to pay an extra {$270.00} per month to one of my XXXX XXXX XXXX Federal Direct Loan consolidation. XXXX XXXX has twice changed my direct debit information without my consent to allocate some of that extra payment to my Special Direct Consolidation Loan and I have had to manually change it back. Secondary Issue : I have a standing letter to allocate any extra payments made to my XXXX XXXX XXXX Federal Direct Loan consolidation to one specific loan sequence within that consolidation. This standing letter is required as XXXX XXXX electronic system can not accommodate my desired payment allocation. Background : I am a participant of the XXXX Special Direct Loan Consolidation Program whereby I had XXXX XXXX XXXX Federal Direct Loans consolidated with the Department of Education under one program and commercially-held Federal Family Education Loan ( FFEL ) consolidated under another program. The program consolidated my commercially-held FFEL loans as a Special Direct Consolidation Loan and moved the new loan as well as my existing XXXX XXXX XXXX Federal Direct Loan Consolidation to one servicer so that I can make one payment per month to one servicer without having to re-consolidate the loans together. My XXXX XXXX XXXX Federal Direct Loans are consolidated with a disbursement date of XX/XX/XXXX. The consolidation consists of two parts : 1. Direct Loan Subsidized Consolidation ( DLSCNS Sequence 1 ) 2. Direct Loan Unsubsidized Consolidation ( DLUCNS Sequence 2 ) My Special Direct Consolidation Loan has a disbursement date of XX/XX/XXXX and also consists of two parts : 3. Direct Loan Special Consolidation Subsidized Loan ( DLSCSC ; Sequence 3 ) 4. Direct Loan Special Consolidation Unsubsidized Loan ( DLSCUC ; Sequence 4 ) PAID IN FULL XXXX XXXX AKA the Pennsylvania Higher Education Assistance Agency ( PHEAA ) is the servicer of my consolidation loans under the program. Timeline : In speaking with XXXX XXXX customer service via telephone in XXXX of XXXX, I expressed a desire to submit extra payment only to DLUCNS Sequence 2 of my loan consolidation as I noted that while I could change my direct debit to apply an extra payment to either of my consolidated loans, I can not apply them to specific loan sequences within the consolidations. The representative told me that their system could not accommodate such a request as they can not differentiate between DLSCNS Sequence 1 and DLUCNS Sequence 2 under the same consolidation when applying an extra payment. They did advise me that I could submit a letter with standing instructions to allocate the payments as desired and the payment would be reallocated after the fact. On XX/XX/XXXX, I submitted a letter [ Attachment 1 ] with standing instructions which indicate that any additional payments made toward my XXXX XXXX XXXX Federal Direct Loans be first applied to DLUCNS Sequence 2 until that loan is paid in full. On XX/XX/XXXX, XXXX XXXX replied with a letter [ Attachment 2 ] approving my standing instructions. Later in XXXX of XXXX, I changed my direct debit information to pay an additional {$270.00} to my XXXX XXXX XXXX Federal Direct Loans. XXXX XXXX replied with a letter on XX/XX/XXXX acknowledging the changes [ Attachment 3 ]. My direct debit payment dated XX/XX/XXXX included the extra payment. The extra payment was subsequently reallocated per my standing instructions. In XX/XX/XXXX, I logged into my account to review my direct debit information. I noticed that a portion of my standing extra payment was now allocated to my Special Direct Consolidation Loan. I did not make this change nor was I notified of the change. XXXX XXXX made this change without my consent. I changed my direct debit information to allocate my extra payment as originally indicated. On XX/XX/XXXX, XXXX XXXX replied with a letter acknowledging the changed [ Attachment 4 ]. On XX/XX/XXXX, I again logged into my account to review my direct debit information and I again noticed that a portion of my standing extra payment was now allocated to my Special Direct Consolidation Loan. I did not make this change nor was I notified of the change. XXXX XXXX made this change without my consent [ Attachment 5 ]. I changed my direct debit information to allocate my extra payment as originally indicated and I called XXXX XXXX. The representative with whom I spoke could not explain why XXXX XXXX was changing the allocation of my specified extra payments. He simply stated that, Sometimes the computer systems dont work the way they are supposed to. We have recently upgraded a lot of our systems and there may be some glitches. He could not tell me whether this issue would happen again or if I would have to review and manually change my standing direct debit every month to ensure that the payment is allocated toward the desired loan consolidation.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-16

Clinton, MD

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

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

Was not notified of investigation status or results
Company Response: Closed with non-monetary relief

Timely Response

2018-08-16

MO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: For the XX/XX/XXXX-XX/XX/XXXX school year, I received a {$5300.00} FFEL Parent loan. That loan entered repayment in XX/XX/XXXX. Now, 22 years later, that loan was consolidated without my knowledge and my servicer claims I still owe more than. {$6000.00}. Around XXXX, I began receiving notices that my balance had increased despite all the payments I have made. Every person I spoke with assured me they would look into it and provide documentation ; except XXXX ( ID # XXXX ) at XXXX hung up on me when I called on XX/XX/XXXX. I have never received any documentation showing why or how that loan ballooned to over {$10000.00} at one point. When I spoke with XXXX ( ID # XXXX ) at XXXX on XX/XX/XXXX about my loan, he became irate that I was recording the call, repeatedly tried to force me to verbally agree with the balance I was disputing, that he could not provide any documentation and would destroy me if I continued to pursue the matter. I then engaged an attorney to assist me in getting the information I needed. In response, XXXX took four actions : ( 1 ) provided an unsigned loan consolidation application to the attorney ( 2 ) told the credit bureaus there was no dispute ( 3 ) reported the attorneys address as my address to the credit bureaus and ( 4 ) stopped sending monthly statements XXXX has not sent a bill to me since XX/XX/XXXX. There should be no remaining balance on this loan. And all my requests for a full accounting have gone unanswered. The most I have received is an accounting showing a beginning balance from an unidentified conversion in XX/XX/XXXX of {$7800.00} through XX/XX/XXXX when there was an unauthorized consolidation. What happened to all my payments? Why can no one show how the balance jumped?
Company Response: Closed with explanation

Timely Response

2018-08-16

OR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: On XX/XX/2018 my car was broken into and wallet was stolen out of the glove compartment. I immediately contacted my bank, deactivated my debit cards, and made a police report. On XX/XX/2018 I noticed a number of fraudulent checks cashed from my checking and savings account ( over {$14000.00} ). I worked with the bank, their fraud department, the Federal Trade Commission, and the police to dispute the charges. I subsequently was forced to close my checking account ending in XXXX. Around XX/XX/XXXX I contacted The XXXX XXXX XXXX Department and updated my direct debit details to reflect my new bank account information ( checking ending in XXXX ). On XX/XX/XXXX, I received a confirmation that my monthly loan payment would be withdrawn from account number XXXX on XX/XX/2018. On XX/XX/2018 I noticed that my loan payment was not withdrawn. I logged into myfedloan.gov and all of my loans were listed as " delinquent '' and I observed that the direct withdraw was attempted on the closed account ( XXXX ). I contacted customer service at XXXX XXXX XXXX XXXX and spoke to a representative who immediately stated " You are delinquent, would you like to make a payment? ". I explained the situation and she stated that the new direct withdrawal information would take a month to become active. Due to her explanation and my desire to never be late on a payment, I provided my new bank account information and agreed to a onetime payment of {$300.00}. I then emailed customer service and asked why I was provided the attached letter confirming my new direct debit for XX/XX/2018, if it would take a month to activate. I received no response. On XX/XX/XXXX, I noticed that a duplicate charge of {$300.00} was withdrawn from my new checking account for a total of {$610.00}. I contacted customer service and spoke to supervisor, XXXX ( employee ID XXXX ) I explained the situation and requested that the duplicate payment be refunded immediately. He offered no explanation for the mistake -- and went on to report that a refund would have to be issued via the Department of Treasury and could take up to 30 days. He suggested that I dispute the duplicate charge with my bank. I explained that I do not wish to dispute my federal loan payments, but that I will not pay in duplicate. He stated there was nothing more he could do. I inquired if a double monthly payment would satisfy next month 's dues and count towards the 120 needed for the Public Service Forgiveness program I am diligently pursuing. He stated that I could make a double payment this month and that it would still count towards the 120 needed. I asked that he document everything he told me in the conversation and send me an email indicating that 1 ) I remain eligible for Public Service Forgiveness 2 ) That I am in good standing on my loan payments 3 ) That I was charged twice this month for a loan payment which I made every attempt to ensure were paid on time and in full. and 4 ) that I will not be charged for next month 's loan payment. He stated that he would take 7-10 business days to provide me this documentation. Thank you sincerely for your assistance.
Company Response: Closed with explanation

Timely Response

2018-08-15

PA

Getting a loan

Student loan: Private student loan

Confusing or misleading advertising
Complaint: XX/XX/XXXX I attended XXXX XXXX School ( XXXX ) XXXX, PA for an 18 month degree in XXXX XXXX. Later becoming XXXX XXXX College. Graduating in XX/XX/XXXX and the school closed in XX/XX/XXXX leaving me with no records and debt that was way more than they agreed to. As well as many empty promises such as employment placement. In XX/XX/XXXX I took a SUBSIDIZED CONSOLIDATION LOAN with AES for {$7100.00} as well as a UNSUB CONSOLIDATION LOAN {$10000.00} a $ XXXX loan will cost me {$34000.00} when its all said and done, for a school that no longer exists. I was looking to get some sort of relief from these loans, 5 % seems a bit much for a student loan. I have a great credit score, and I find it unreasonable that my rates are so high. Any help would be appreciated.
Company Response: Closed with explanation

Timely Response

2018-08-15

Ft Lauderdale, FL

Communication tactics

Debt collection: Federal student loan debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-08-15

Louisville, CO

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-08-15

Buford, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-08-15

Springfield, MO

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 wrote to XXXX XXXX to ask how to ensure that if I were to make additional payments to my accounts that they would be applied to my principal balance and not to my upcoming payments. They responded they traditionally do apply additional payments to upcoming payments and put students in a " paid ahead '' status. I responded that I wanted to opt-out of paid ahead status and to have my additional payments be directly applied to my principal balance. Then I asked how I could ensure my payments were being applied directly to my principal balance and not towards future payments. On XX/XX/2018 I was told my account was beginning the process of being removed from paid ahead status and to allow 10 business days for the request to be completed. On XX/XX/2018, after paying more than {$2000.00} towards my account beyond my minimum payment I checked my account and found that I was in " paid ahead '' status. I once again emailed XXXX XXXX and told them the issue and that I not only wanted to be removed from paid ahead status but that I never received an answer as to how to ensure that I would be removed from paid ahead status. I also asked if there were any penalties for paying off my student loans early. In response on XX/XX/2018 I received an email stating that XXXX XXXX was unable to verify my account based on the information provided. I have attached the email chain for reference. Currently, I do not see any indication from XXXX XXXX that I was removed from paid ahead status or that the amount that should have been directly applied to my principal but was instead applied to future payments, has been properly allocated to my principal balance. I also have not received any answer to if there are penalties for paying off student loans early. I emailed them back that day letting them know of the discrepancies and that I would be filing a formal complaint.
Company Response: Closed with explanation

Timely Response