AES-PHEAA

2018-07-13

Warrenton, VA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: AES has been servicing my loan since inception. This company has COMPLETELY mishandled my loan and repayment process. They have required payments while my account should legally and rightfully be in deferment status ( I am still in school pursuing a XXXX XXXX degree ). I have made said payments in order to keep my account out of delinquent status. On a yearly basis they boot my account out of deferment status and make me provide documentation THAT THEY ALREADY HAVE to prove I am still in school and have not graduated from a program. During this time payments must be made to keep the account current. At one point they illegally reported a late payment on my credit that was never late because the account was in deferment status at the time. This process has been not only daunting and time consuming but also out of compliance. I requested ALL loan documentation as well as correspondence so I could begin the lawsuit process and was denied access to this information. I also requested to be put in touch with someone in the compliance department and was also denied. I receive little to no correspondence ( other than BILLS ) from this company regarding my requests and general follow-up. Every time I call I request to speak to the supervisor I spoke to previously and I am denied. This company 's practices are ILLEGAL and non-compliant. They currently have a lawsuit pending in federal court for the same issues.
Company Response: Closed with explanation

Timely Response

2018-07-13

Columbus, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been working in non-profits for 9 years now, and it turns out that my payments on my students loans for most of that time were not eligible for the Public Service Loan Forgiveness program, because I was on a 20-year payment plan rather than the 10-year or the Income Driven. However, had I been doing the Income Driven, I would have been paying even less than I was at the time. In fact, when I did switch to the Income Driven system, my payments were {$0.00}. So I could have had over 100 of my 120 required payments completed, but I only have 35 on paper. Here are the issues here : -Inadequate communication of the PSLF program. Most people who qualify for this probably don't even know it exists. I found out about it, pursued it, submitted a form that stated that I was applying 5 years worth of payments toward it, and at no time was I notified that those payments hadn't counted. I found out that I only had 35 payments counted toward the 120 because I was looking up how many more months I had to go -- only to find I have 7 more years! -Inflexibility of the program. I was working with XXXX XXXX, and I kept asking them who I can appeal to, and they said there is no one. I find this very frustrating. The whole point of the PSLF bill was to encourage and reward people who went into student debt in order to pursue a career that serves the community but doesn't pay well. I was a XXXX XXXX XXXX for five years and now I've been a XXXX XXXX for five more. And I was making little enough that I could have easily been on the Income-Driven program during that whole time. Why is there no appeals process that can make my previous payments count toward the loan forgiveness program?
Company Response: Closed with explanation

Timely Response

2018-07-13

Birmingham, AL

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I have been attempting to make payments on loan sequence 3, the company will not work with me in reference to getting an affordable payment. AES continually says they are reaching out to XXXX with no response, in the waiting period it is destroying my credit because they have not been working with me to accept an affordable payment. I have been trying to get an affordable payment since XX/XX/2017. I have called numerous times and send in letters. The managers from AES never call me back. I am looking for help.
Company Response: Closed with explanation

Timely Response

2018-07-13

NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: 1. XXXX XXXX has deferred my XXXX school loans on four separate occasions without my permission because I was in school at XXXX University part-time, taking one course at a time. Doing so has raised my student loan interest rate by .25 percent. Prior to the faulty deferment I had a .25 reduction in my interest rate for using their direct debit service, and deferring my loans without my permission raises my interest rate again back up .25 percent. They claim that the Department of Education automatically defers my loans. I don't see how this is right or fair. Additionally, there is a form that I can fill out according to XXXX XXXX which will prevent this from happening. They said it would be available to my XXXX account last week so I can prevent future deferrals without my permission. I had to call about it and write to them multiple times since XX/XX/XXXX and I have still not received the form. On the latest call, they said that someone had made a mistake and asked me what my favorite color was to distract me. They eventually told me that in 24 -48 hours, after three weeks of calling, that my form would then be available. So I am still waiting. Meanwhile, my interest is higher and I am out of the direct debit option to reduce my payments. Lastly, I was not informed of this " form '' until the 4th time this automatic deferral has happened. I see this as a way XXXX XXXX can collect more money from borrowers unlawfully. 2. A prior problem : I was on the Income Driven Repayment plan and the Public Service Loan Forgiveness Plan for the first two years of my repayment for my XXXX degree, and I can say the XXXX XXXX always took a very long time to process any paperwork, meaning my Income Driving Replayment plan status, etc., was not put in place when I requested it due to their lengthy processing time. I have since opted out of the Public Service Loan Forgiveness Plan due to the possibility of legislators getting rid of it, which would mean my payments would be even greater. My experience with this loan servicing provider has been terrible. I feel their negligence has cost me more money. Thank you for your time in reading my complaint. Kind regards, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-07-13

Hollywood, FL

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I am the cosigner on this loan. Current balance {$10000.00} reported XX/XX/2018. AES/XXXX has changed the payment period of this debt with the primary debtor by deferring payment start date for repayment. I declined to agree to the modification. Changing the starting period of the loan payment schedule by several years without my consent is a violation of the loan agreement that I co-signed. I ask to be removed as the co-signer on this debt since the contract has been altered without my written agreement.
Company Response: Closed with explanation

Timely Response

2018-07-13

Dellslow, WV

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 submitted a payment to XXXX XXXX in the amount of {$460.00}, which is the required monthly amount, from my XXXX XXXX XXXX XXXX. I submitted this payment, despite the fact that my XXXX payment had not posted, and would not post until XX/XX/2018. The payment for XXXX would be due on XX/XX/2018. This payment was made 5 weeks before the due date. I was informed when I contacted XXXX throughout the month of XXXX, and most recently on XX/XX/2018, that the following was the series of events. I was informed by XXXX agents that XXXX, after receiving the payment request, contacted XXXX XXXX to inquire as to whether I had an account with them, as per their normal procedure. This request for confirmation was received by XXXX XXXX on XX/XX/2018. As per XXXX XXXX 's internal policies, this request for confirmation was to be responded to within 7-10 business days. I was informed when I contacted XXXX at the end of XXXX, that this confirmation had not been returned to XXXX by XXXX until approximately XX/XX/2018, which was eleven days after it was initially received. Due to this failure on XXXX 's part, the payment was not submitted in time by XXXX to cover my XXXX payment. On XX/XX/2018, I contacted XXXX XXXX and was informed that the payment had been received, and that I would not need to make any additional payments. I was assured that once the payment had been processed, it would be applied to my account, retroactively, to XX/XX/2018. Today, XX/XX/2018, I received correspondence stating that no payment had been received, but that some payment had been applied to XXXX. While trying to deal with this issue, I did make an additional payment for XXXX on XX/XX/2018, in the hope that it would be processed before my payment due date on XX/XX/2018. Given the contradictory information XXXX has provided, I am demanding that the two payments I have made, dated XX/XX/2018, be applied to XXXX, and that the payment I authorized on XX/XX/2018, be applied to XXXX. This is not a new issue, as evidence by my previous complaints. I demand that these payments be made, and applied to my account immediately.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-12

Atl, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: For the last 10 years I've had my Federal student loan serviced by XXXX. Never did I have any issues with them. Last month they switched over to American Education Services or AES. AES sent me 1 letter saying the loan was going to switch to their company and that I shouldn't have to do anything additionally. I have automatic payments applied to this loan. {$240.00} comes out of my bank account on the XXXX of every month. AES took over my loan beginning of XX/XX/XXXX and they took out {$240.00} on XX/XX/XXXX as they should have. Then I noticed another charge of {$240.00} come out of my account on XX/XX/XXXX. There was no authorization and no notice of an addition payment to be made, it was very quietly taken from my account. After contacting AES they said there must have been an accounting issue on their end and it would take 7-10 business days to refund that payment. I contacted my bank to refund that payment immediately and was hoping to be done with the ordeal. Then, yesterday, XX/XX/XXXX I received an email from AES saying my account was delinquent and I owed them {$490.00} on my account. I contacted them immediately and asked them why they are requesting a double payment after having taken out my regular payment on XX/XX/XXXX. They claimed to have refunded both my XX/XX/XXXX payment ( which had already been paid ) plus the mistake they made on XX/XX/XXXX. Because of their mistake my account is now considered " delinquent '' which I've never had for the entire 10+ years of my loan. Not only do I have to make sure I have those funds corrected in my account but I have to hope my XX/XX/XXXX auto payment is taken out correctly and a double payment is not charged again. I did not want my loans to transfer to another company in the first place and I'm very disappointed with AES and their accounting practices, intentional or not. If these issues continue to occur I think American Education Services should be investigated for predatory practices.
Company Response: Closed with explanation

Timely Response

2018-07-12

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

2018-07-12

FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been place under XXXX XXXX without my consent. My loans were originally under XXXX. I made payments to them starting in XX/XX/XXXX when my 6 month deferment period after graduation had ended. I enrolled in the Income Based Repayment Plan and made payments of {$130.00} monthly. I then had my loans transferred to XXXX XXXX from XXXX because I enrolled in the XXXX XXXX XXXX XXXX program. I was eligible through my employment at the XXXX XXXX XXXX starting in XX/XX/XXXX. I faced problems initially when my loans were transferred because they lost my XX/XX/XXXX payment and did not recover it till XX/XX/XXXX. But this was only the beginning and is not the main issue I am concerned about. I made payments of {$130.00} every month on time until XX/XX/XXXX when my account was put into XXXX XXXX without my consent. I qualified for deferment when I was accepted for my masters at the XXXX XXXX XXXX. However, in NO way did I want my loans put into deferment as my interest would begin to capitalize. I am also capable of making the payments. So why would XXXX XXXX put me into deferment with no authorization or reason to believe I could not make my payment? I have no idea and it seems neither did the agent at XXXX XXXX I called. She said this has been happening a lot and that it should not be without an application for XXXX XXXX. She said they will send me an application in 7-10 days to get out of deferment ... Of course during this time my interest is capitalizing. I am very concerned about this as it seems this is a VERY common issue with this loan servicer. Please contact me as soon as you can, I would be happy to speak more about this. I know XXXX is currently undergoing an investigation over this same issue.
Company Response: Closed with explanation

Timely Response

2018-07-12

Rochdale, NY

Incorrect information on your report

Student loan: Federal student loan servicing

Old information reappears or never goes away
Complaint: I had a loan with AES opened 11 years ago. The delinquency started in XXXX..TEN YEARS AGO. The loan was charged off ( XXXX ). I have disputed this with the three bureaus and they left it on my file with a very generic excuse " we checked with the student loan entity and they said the information was correct ''. Apparently that is all that the CFPB does in XXXX for manipulation of dates and data by data providers. But the " last activity date '' of XX/XX/XXXX is seven years past the actual last activity..and even the bureaus historical data shows 120 lates back to XXXX. So this proves that their data is completely in error. This item is over the 7 year obsolescence time frame and needs to be removed from XXXX XXXX and XXXX as provided by federal law
Company Response: Closed with explanation

Timely Response

2018-07-12

Key Biscayne, 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: They are many account open under my name and the account were transfer to one account, I been trying to delete all the repeat it account from credit report and leave the one that is open and current.
Company Response: Closed with explanation

Timely Response

2018-07-12

Kansas City, KS

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have made 44 qualifying public service loan forgiveness payments. However, XXXX XXXX is only qualifying 25 payments because they say a. ) I was not employed from XX/XX/2015 until XX/XX/2015 when I was and have submitted that evidence and b. ) I was in " paid ahead '' status and did not apply my extra payment to principle so they could disqualify my payments for the last several months.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-12

Garrison, MD

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

2018-07-12

Phila, PA

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
Company Response: Closed with explanation

Timely Response

2018-07-12

Sacramento, CA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-07-12

Newnan, GA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: In XX/XX/XXXX I took out a spousal consolidation loan. The original balance was {$50000.00} with monthly payments of {$220.00}. The loan was a graduated loan that went from {$220.00} to {$900.00} and I was unable to pay the loan as I and my wife were working for XXXX. The loan went into default and the balance was accelerated from {$50000.00} to {$160000.00}. The current balance includes {$48000.00} in unpaid interest and over {$60000.00} in fees. My wife and I divorced in XXXX but the spousal consolidation can not be divided. My original student loan debt was {$17000.00} and my ex-wife balance was {$23000.00}. The terms of the spousal consolidation loan were not clear. The fees charged are usurious in nature.
Company Response: Closed with explanation

Timely Response

2018-07-12

Spring Hill, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: In XX/XX/XXXX my loans were transferred to XXXX from XXXX because I signed up for the Public Service Loan Forgiveness Program as a XXXX XXXX. In XXXX they notified me that my monthly payment would be over {$850.00} which I can not afford ( I was always paid ahead on XXXX and never had such a high payment, but that started over with XXXX ). I switched to the PAYE program in XXXX and request a reduced payment forbearance ( {$5.00} ) for XXXX. They sent a letter stating they would send a bill for {$5.00} but NOT to pay the {$5.00} until I received the bill. I waited and waited. Twice I called XXXX to see where my bill was but they insisted that I should NOT pay the {$5.00} until I get the bill otherwise it would go towards my balance and not towards the change in payment plans. I never received the bill. I have screenshots and proof that I never received the bill. Eventually, on a third attempt to contact XXXX to ask where the bill was, the customer service rep I spoke with said my bill was overdue and I was disapproved for the PAYE because I was late paying the bill and would now go back on full standard payment schedule. I protested and they said they would resubmit the payment plan request. However, because I was " late '' paying the bill, I could not afford the XXXX bill of {$850.00} so I had to request a forbearance again. After this forbearance ended, XXXX capitalized my interest in the amount of {$720.00} on XX/XX/XXXX. I again protested that it was the fault of XXXX that I was late paying my bill and thus forced to request a forbearance. The manager I spoke with that day agreed and submitted a request to the U.S. Department of Education to reverse the interest capitalization. The request was submitted XX/XX/XXXX. It was approved XX/XX/XXXX. Several customer service reps I spoke with all acknowledged the approval. I have it in writing that they acknowledged it. First I was told that it would take 30 days to show on my account. After 30 days and no change, I called again. Then I was told it would actually take 90 days to reflect on my account. After 90 days I called again. Then I was told that they could see the approved reversal in the system but that there must be an issue causing it not to reflect on the account. We are now in XX/XX/XXXX. The person that day told me it would take about 72 hours to reflect on my account and that she would call me back in a week. A week goes by with no call. I call again and was told that if someone said they would call me back that I should wait until I get a call back. After another week and some change I called on XX/XX/XXXX. At this point, the woman on the phone told me that a review was completed on XX/XX/XXXX and that my request to reverse the interest capitalization was denied. After being told several times by customer service representatives since XXXX that the request was approved and will be reversed soon, that it was a matter of time or a matter of a technical glitch, I was being told completely opposite information that it was denied. I never at any point received correspondence or an explanation about the request, the decision, what to expect, or what the next steps were throughout this entire process and all correspondence on the issue was initiated by me. Every month that the interest capitalization is not reversed despite it's approval, I gain interest on a principal amount that is inaccurate due to the XXXX system never sending me a bill in XXXX. It has been 5 months now which means the {$720.00} has accrued {$180.00} in interest and will continue to collect interest until it is resolved. The lack of communication and random unexplained sudden denial of a process that was approved back in XXXX is unfair, inaccurate, and quite frankly is just pure theft.
Company Response: Closed with explanation

Timely Response

2018-07-12

Heer Park, 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

2018-07-11

Mableton, GA

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-07-11

Virginia Bch, VA

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

2018-07-11

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

2018-07-11

OK

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I have been sued and summons to court by XXXX XXXX XXXX XXXX. They tell me that they need money from me but cant explain how they got my loan. I took a loan out with XXXX bank for XXXX XXXX in XXXX. These people does not and has not showed how they got my loan. I went to court judge ask have you ever went to college I said yes he said well the debts valid. Ok if its valid can we prove how these people have rights to collect? And why hasnt chase sent me something? And why did it take nearly 8 yrs before these people came about? The judge did not want to hear any of my questions nor did he want these people to explain to me. I am up to XXXX XXXX plus at of 2 yrs ago it was XXXX XXXX how on earth did this happen? And how is it logical? And okay to do people this way? .the documents they showed the judges was my name on a list of I'm assuming it's my name with hundreds of others name. And they said this is how we own your loan and all these others. XXXX XXXX XXXX XXXX XXXX is definitely trying to cause me to go homeless and my children ripped from my arms because I do not have the necessary funds to take care of my children when having to be asked to pay XXXX month. Who are these people and why is this happening to me? I went to court in XXXX for this loan and here I am facing garnishments bank levies after things have been taken I'm notified. I've had tax intercept. I am so confused and need help to beat this case once and for all. I know these people are scams I know they are trying to XXXX the life out of me. I am trying to be a successful member of society. And if ever two yrs I'm tracked on nearly 10 grand to the balance. This means it will never end. I dont have this type of money. XXXX is suppose to sue or someone should show me where it was sold to this company with rights to ownership. I need help. Bad for this case.
Company Response: Closed with explanation

Timely Response

2018-07-11

Mableton, GA

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-07-11

Cranberry Township, PA

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

2018-07-11

Haverhill, 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