AES-PHEAA

2018-07-25

Clermont, FL

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 and XXXX XXXX XXXX with no successful resolutionXXXX was the only one reporting me late. There was definitely an error on their part. I was never 30 days late XXXX,XX/XX/XXXX XX/XX/XXXX / XXXXXX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-07-25

Blairstown, IA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: XXXX XXXX incorrectly reported me 90 days late to all 3 credit agencies. I was never late, as I had applied for a forebearance, and they never processed the application. Later, I refiled the forebearance request, and it was processed 90 days late. I complained to the company by both letter and email, and they sent me a generic response saying they weren't going to do anything for me.
Company Response: Closed with explanation

Timely Response

2018-07-25

Maynard, MA

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: I am the cosigner ( parent ) of a student loan with the company American Education Services and have been getting bills in the mail for approximately 2 years telling me the loan due date and amount due. I then pay the bill online through ACH payment. I recently received a late payment of {$2.00} and was threatened about being in default. When I called to have the late fee removed I was told that they had to ask for permission through a formal procedure. I received a letter in the mail about 2 weeks later stating they they were not going to remove the late payment charge. When I called and inquired I spoke to agent # XXXX and was told that because the payment was initially late they were not going to refund it. At this time I was told I could make a complaint with them in writing. I do not understand why the late fee was not removed and have no desire to file a written complaint as I know it would not change the result. This was an honest mistake as a direct result of them not sending out the bill. Also, I have never had a late payment with them before, and they do not allow for automatic payment of the bill making it much more difficult to keep track of. I am XXXX years old, have excellent credit and over the years have made several mistakes which resulted in late payment charges. There has never been an incident where the late charge was not subsequently removed upon request. I believe these predatory companies should not be allowed to get away with this. If I was not looking out for my daughter there is very little chance that she ( or anyone else her age ) would have the wherewithal to stand up to these type of companies. This is not a great deal of money but it is the principal. It is disgusting to me that this company would not refund a {$2.00} late fee. They are making an enormous amount of money off these students as it is with their inflated interest rates.
Company Response: Closed with monetary relief

Timely Response

2018-07-25

Scottsdale, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: To Whom It May Concern, This is the same complaint that I had a couple of years ago when I was trying to pay off a particular loan and was making payments. My balance was not going down and I got some XXXX response from this company. Again, Im making payments to pay off another loan and my balance is not going down. Where are my payments going? Do these people know what they are doing? I want a breakdown off all my payments made and what loans they are applied to since my balance is not decreasing when I make payments towards them. On XX/XX/XXXX made a payment towards a loan that had a balance of XXXX on XX/XX/XXXX the balance is still the same? Where is my payment that should have been applied? On XX/XX/XXXX another payment was made in the amount of XXXX. Now you would think that my balance is XXXX plus one months interest. NOPE ITS STILL {$2900.00}????? This company is defrauding me and the company should be investigated by the CFPB. This is an Unfair Deceptive Abusive Acts and Practice and they are pyramiding payments which is against Regulation AA.
Company Response: Closed with explanation

Timely Response

2018-07-25

Mill Creek, IN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have federal loans serviced by American education Services. I recently did an audit of ALL my student loans and came across 2 loans that are not mine. The disbursement dates were XX/XX/XXXX, which is impossible since I graduated in XX/XX/XXXX. In XX/XX/XXXX, I requested documentation for these specific loans and all I received was my original consolidation application which was date stamped XX/XX/XXXX. These questionable loans are not on that application. I called AES every month to send me the documentation. I talked to supervisors and their supervisors ... no one could give me any good information. They sent me that same documentation 8 times! Finally, in XX/XX/XXXX one customer service representative told me to write a letter contesting the loans. So, I did and I did not receive one piece of mail or phone call associated with that letter. So, I continued to call and badger them until FINALLY some one with a brain told me I had to file FRAUD paper work. I received that FRAUD packet in XX/XX/XXXX. To be in compliance with their Fraud procedures ... I was required to send a copy of my passport, SS card, driver 's license, and two other documents that had my signature on them. I also had to file a police report and include it in my packet. Plus, I had to fill out the 5 page application on where I was living, who I was banking with at the time of the fraud. And get 3 of the pages notarized ( including a page of just my signatures ). It was an extensive process. In the instructions of the application it states that AES has 15 days to conduct the investigation. Well, after 15 business days I called to discuss the status of the application and they told me they have until XX/XX/XXXX to finish their investigation. Mean while, they put ALL my federal loans in Forbearance. That is not what I wanted at all! Only two of the loans are in question and I do not want my balances to accumulate interest. When I called to take my loans out of Forbearance. I was told to leave a message. And of course I did not receive a return phone call. This company is beyond IMCOMPETANT. I want these fake loans off my account and off my credit report since I have been paying for them since XX/XX/XXXX and they can not come up with any evidence that they are mine. I keep asking them ... how did I take out federal loans if I was not in school? This case needs to be escalated and they need to be accountable for their sloppy document control, bad customer service, and maybe even fraud.
Company Response: Closed with explanation

Timely Response

2018-07-25

OH

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: American Educational Services is now telling me that I can't lower my payments for this Private Loan. It is saying I'm not eligible to do so. I have been calling over and over since XX/XX/XXXX. I can't get hardship, forbearance I can't get anything. The problem with this one they are saying this payment is the lowest of XXXX. I have only paid XXXX in XX/XX/XXXX and XX/XX/XXXX on this loan. There is no other way with my husband on XXXX and I only work for XXXX per hour it's not going to work and still be able to eat. The problem is with calls all the time from XXXX XXXX who is the lender, they are the worse in harassment to me and my mom who is XXXX years old and now I don't have that career job I was promised 10 years ago. I went back to school after loosing my business in XX/XX/XXXX and thought for sure I would get a good job by now, it's not happening. Not in our area. With the subprime housing market in XX/XX/XXXX and XXXX going out in our area it's forced alot of us baby boomers back to college trying to get a good job, but no jobs however we are still facing another hardship with college debt. XXXX XXXX keeps threatening to ruin my credit, my mother 's credit and they also say they will garnish my wages and my mom 's Social Security. I just can't believe they don't work with me on this. They call over and over again, writing letters and now I only have about 10 days they say before this all starts. Please please help!
Company Response: Closed with explanation

Timely Response

2018-07-25

Victorville, CA

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2018-07-25

Ashville, OH

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2018-07-25

Douglas, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: This is related to the Public Service Loan Forgiveness ( PSLF ) and the US Department of Education. I have the usual complaints I am sure. Delayed responses. Inaccurate qualified payment count. Wrong employment start date. It seems like they should take the information required on the certification form, verify it and enter it into the system and that should be it. Instead it takes multiple phone calls and emails only to receive a generic response and then there is no follow up. I have been doing this for around 4 years now and in 4 years I have yet to receive an accurate update on my status.
Company Response: Closed with explanation

Timely Response

2018-07-24

Jupiter, 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 explanation

Timely Response

2018-07-24

Burningtown, NC

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2018-07-24

Boulder, CO

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Complaint: I want delinquent payments taken off my payment record. On XX/XX/2015 I payed 3x the payment amount ( {$240.00} ), then the record says no payment was made until XX/XX/2015. I have since made 39 consecutive monthly payments of the requested amount, and I have paid one loan off in full. The company said they did not have a resolution to the problem. Due to the duration of consistent payments and the inactivity of the company to resolve the problem, I am filing a complaint here.
Company Response: Closed with explanation

Timely Response

2018-07-24

Harsens Is, MI

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

2018-07-24

Royal Palm Beach, FL

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

2018-07-24

Washington, DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: The is a follow up to complaint XXXX to be sent to XXXX for response. A recent federal government report stated that loan providers like XXXX XXXX provide borrowers with wrong advice. In my case, this misinformation has resulted to the following : 6 years worth of payments essentially being wasted. I was put into deferment during my XXXX XXXX XXXX and into forbearance after I completed my service, rather than taking the time to help them understand income-driven repayment. This has caused unnecessary fees and I pay more interest as a result. Can I trust your student loan servicer? I thought XXXX XXXX had the right answers. I had talked to them on several occasions in XXXX and XXXX about my PSLF and they told me I will pay the amount I had paid for XXXX or XXXX and not {$750.00}. I was told my told I will be notified to make the payment within 60 days. I was informed that I should not worry as my loan will not be reported as delinquent until after 90 days and by that time will have received the notification to pay the same amount I paid in XXXX for XXXX. Its not just on payments that I have been misled. XXXX XXXX have misinformed me on : Income-driven repayment Student loan processing errors Failure to help me understand my options when I came out of default Failure to help me understand Public Service Loan Forgiveness during my XXXX XXXX XXXX. Incorrect or insufficient information about eligibility, including types of qualifying loans Missed qualifying payments due to processing delays Problems with the job certification process resulting in miscounted payments XXXX XXXX can not say I talked to a customer service representative whos low on the totem pole. XXXX pointed out. This doesnt let XXXX XXXX off the hook. As the governments agents, XXXX XXXX serve the public and should make better efforts to provide accurate information, especially since they benefit from this arrangement.
Company Response: Closed with explanation

Timely Response

2018-07-24

Cheshire, OR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-07-24

Queens, NY

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: My daughter attended XXXX XXXX XXXX XXXX for only 1 year in XX/XX/XXXX to XX/XX/XXXX. In XX/XX/XXXX, she returned back to New York due to physical health issues and stress. She has not returned to the school and officially left in XX/XX/XXXX. During the process of enrollment, it was understood that her loan which should belong to her and accepted the responsibility for it is under my name and I'm a senior. I no longer need any more schooling since I have a XXXX In XXXX XXXX let alone one such as this one which costs more than I make a year. However, the estimates that XXXX are stating from XXXX are completely inaccurate and the information provided to them regarding Social Security numbers, birthdates, etc. are not correct and someone had been using my information to take out a loan to attend in XX/XX/XXXX for the Fall Semester when my daughter had not even returned to attend. I was also tricked by the school and XXXX into taking these loans for this school in which I was so robbed of XXXX dollars due to fraud committed by the school in regards to their housing situation which my daughter was almost homeless because of this. Since, then my credit has been getting damaged due to this loan which does not belong to me and prior to this my credit was fine and without issues. Now to even get in touch with these people are impossible since they don't really feel the need to help the people they are promptly ripping off with their outrageous loan estimates. Their customer service is the absolute worse and I've tried several times to get them to send me statements about what is owed, hard copy ones in the mail and I waited for a good month. Nothing! They don't send anything proving this debt or the extent of it for one. The other is when I called they had my SSI number attached to my daughter 's instead of hers which was a glaring error that led me to not only file a complaint with my New York State Attorney General, as well as seek legal counsel and contacted XXXX and XXXX to put my account on alert for fraud. I believe firmly that my personal information was misused to obtain these loans and get more money from the loan holder, XXXX. This company is a fraud and something has to be done about them because no matter what I try or do, they just won't cooperate. I report the fraud on the account and they continue to purpetrate it to the fullest extent which are similar tactics that XXXX XXXX XXXX did a decade ago before they got caught and had to pay restitution for it. They refuse to send statement in the mail ( and I don't mean emails ) I want hard copies, they refuse to help me in anyway and they don't care my well being. I want to get rid of this loan once and for all and most assuredly to another loan servicer that would most likely help me get out of it due to these legal issues. It is not right that a person of my age is in a position such as this and I do not deserve to be.
Company Response: Closed with explanation

Timely Response

2018-07-24

Arco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have worked for non-profits since XX/XX/XXXX and was told that all of my payments were eligible for Student Loan Forgiveness. When I applied for forgiveness in XX/XX/XXXX, I was told I have only made 8 eligible payments. I've asked XXXX XXXX XXXX to look into my account but have been waiting 8 MONTHS for them to update my account. Every time I call, they tell me it is being reviewed and in the expedited process but nothing has changed.
Company Response: Closed with explanation

Timely Response

2018-07-23

Garrett Park, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I filed Bankruptcy Chapter XXXX in XX/XX/XXXX it was discharged on XX/XX/XXXX and My Student Loan was included. Havent been in school since XXXX. But it reappear in XXXX, just found copies of my discharge papers. Ask Department of Education to validation of charges and wet ink signatures did not provide.
Company Response: Closed with explanation

Timely Response

2018-07-23

Gwinner, ND

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-07-23

VA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: Since the origination of this combined, consolidated student loan ( around XX/XX/XXXX ), I have paid almost ( or actually more than ) the entire original principal amount ( roughly {$50000.00} ). However, because of multiple problems and terrible financial circumstances I've had to navigate, including split up and divorce ( XX/XX/XXXX-XX/XX/XXXX), multiple financial crises affecting my wages and ability to pay ( XX/XX/XXXX crisis affecting my telecom employer, XX/XX/XXXX mortgage crisis, lost employment for 16 months after XX/XX/XXXX, two bankruptcies under Chapter XXXX, multiple foreclosure threats, etc ), I have only been able to manage sporadic payment while trying to make other ends meet. Consequently, AES and its collection agents have applied the strictest, sharpest terms they can use in the loan contracts not only to NOT credit the payments in any way that reduces the debt, but in fact have taken those payments ( exceeding {$50000.00} ) AND doubled the amount now claimed to over {$100000.00}. This means, they are demanding -- with the meter continually running -- triple the original principal ( what's been paid PLUS another double the original amount ). I have been writing, calling, and begging AES/PHEAA and its collection agents to help me make progress, including making an equitable adjustment to the claimed amount. They haven't budged -- ever. I have no resources to continue wrestling with AES/PHEAA. My letter writing to them has meant nothing, regardless of the fact that I sent another near {$10000.00} over the past roughly 16 months to establish good faith toward loan rehabilitation. Still, they haven't budged. They claim that we ( my ex-wife and I ) have failed to show " need '' at a level that would result in a rehabilitated loan without me having to pay over $ 2000/month ( i.e., the average {$700.00} I'd been sending for many months PLUS another $ 1000+ ). They're unsympathetic to the fact that my income, which would certainly warrant a vastly reduced rehabilitation payment, is all that I can use to pay -- the divorce decree requires me to pay the amount and, thus, even if my ex-wife 's resources ( we're both federal government employees with not other employment income ) were applied, I'd still have to pay the monthly rehabilitation payment, which I can not afford. AES/PHEAA, thus, stands by waiting for me to collapse, at which point, presumably, they'll go after my ex-wife who, in turn, will sue me into court per the divorce decree and I would then start all over asking the Judge to help me get fairness. Please help me. Please apply equitable and other consumer protection pressure to cause AES/PHEAA to give me an equitable adjustment to their claim, and a monthly payment I can reasonably afford that puts a final resolution of this debt on the horizon. I'm XXXX years old, recently lost both of my parents, have XXXX young children still being raised. I'm not able to win this fight without help and without fairness. Hopefully, your platform allows me to copy you on some of the correspondence so you have an adequate record to understand what is being sought. I pray you will help.
Company Response: Closed with explanation

Timely Response

2018-07-23

Austin, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Hi CFPB, I wanted to inform you of some of the misinformation and misreporting going on with XXXX XXXX XXXX and the Public Service Loan Forgiveness program. Recently, I changed careers from working as a XXXX XXXX XXXX in North Carolina. I worked in NC for five consecutive years with no breaks in service. During this time, I paid on my student loans every single month, automatic withdrawal. So it was roughly 60 payments, give or take. However, when I submitted my documentation to validate my payments for the PSFL. I was told that I only had made 30 qualifying payments with no explanation. This is not true, and it is either intentionally deceitful, or gross negligence. This incorrect representation of my payments would cost me thousands of dollars. I have called 2 times and spoke to representatives who ensured me that my situation was under review and they had no other information. I also have emailed about my situation on 2 separate occasions with no response.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-23

Austin, TX

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

2018-07-23

Tampa, FL

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: I have a private loan from the XXXX University XXXX XXXX processed by American Education Services. The loan was initially a federal loan, but due mis-filing and miscommunication on the school 's end, I was required to return the funds back to the school and then the school back to the government. Subsequently the school then offered the private loan to assist students for their mistake. I was given the understanding that the same terms that applied to the federal loan were the same terms that applied to the new private loan. My loan is now due for repayment and I am asking the lender for a forbiddence or modified-reduced repayment plan. I was pro-active and approached the lender in XXXX, months before my loan was due for repayment. I have been going back and forth filling out necessary paperwork since XXXX and they are still not able to provide me with an update about processing and the reduced payment. I am told every month that it will be fixed for the next month and now in XXXX am being told they do not know when they will have an answer nor can they provide me with a time frame. My timeline and communication is as follows : XX/XX/2018- replied to a letter received about forebearrance application ; Filled out XXXX XXXXXXXX XXXX XXXX XXXX XXXX ; provided current enrollment status with letter from XXXX University ( currently enrolled ) XX/XX/2018 - received another letter notifying me of interest capitalizing on loan. Called for update on forbearrance request told to wait. XX/XX/2018- Received a letter stating that my verbal request for a Modified Graduated Repayment Schedule has been approved. Additional details of repayment schedule will be sent under another cover. The same letter also mentioned monthly installment will be adjusted in accordance with each level of repayment and your verbal request for MGRS satisfies the requirement to modify loan terms in writing. The subsequent cover letter NEVER CAME! I contacted the American Education Services and they told me paperwork is in processing I should wait and will receive the addition details soon in the mail. I was told on the phone that beginning XXXX my modified payment would be $ XXXX/month for the first year and $ XXXX/month the second year and $ XXXX/month there after. XX/XX/2018 - Received the same letter stating that my verbal request for a Modified Graduated Repayment Schedule has been approved. Additional details of repayment schedule will be sent under another cover. At this point I contacted American Education Services and they told me that they never received a signed copy of " Amendment to Repay Terms. '' I signed and faxed the paperwork back. XX/XX/2018 - received XXXX 's bill in the mail. Payment was not modified. Called American Education Services and they said the paperwork had not been processed and to wait 7-10 business days. XX/XX/XXXX called American Education Services because per last phone call I was told paperwork should be processed by then. Was given a new date of XX/XX/XXXX, XX/XX/2018 called. Paperwork was still not processed but spoke with a lady who said she saw the paperwork in my file but it was never submitted for review, but that she would submit the paperwork and mark it with " EXPEDITE '' XX/XX/2018 called and was told paperwork was processed and sent to lender for review and it would take another 7-10 business days. XX/XX/2018 - Received bill for XXXX. No modified payment. Contacted American Education Services, they said they are waiting on lender and can not give me a time frame any more.
Company Response: Closed with explanation

Timely Response

2018-07-23

Indianapolis, IN

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I have been dealing with AES for years. Not only have they harassed my father and I regarding the loans, but this company is not helpful whatsoever when it comes to lowering payments or putting my account in forebearance. Every single employee I have ever spoken to has been incredibly rude and unhelpful. When I was pregnant my son last year, I had health issues that kept me from working after I delivered him. When I called AES requesting a forebearance or even lowering a payment ( in XX/XX/2017 ), the only response I received is no from the customer service representative. I never received a reason as to why I couldnt have my payments lowered or why I couldnt put my account into forebearance for a month or two, considering i didnt have an income at all at that time. I can not afford these payments and I am exhausted trying to get this company to work with me. I am not ineligible for any 10 year on time forgiveness because I cant afford my payments. I currently pay {$220.00} a month. If i miss one payment, my next payment is almost {$450.00} ( which is what I currently owe ). That is unbelievable for anyone, let alone a single mother. Also, I dont even know where they got their balance from. I have looked over every single loan document on the loan database website, and I dont see how they got their amount they claim I owe them.
Company Response: Closed with non-monetary relief

Timely Response