AES-PHEAA

2018-07-11

Brentwood, NC

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-07-11

Lexington, KY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I have applied and began the process of Public Service Loan Forgiveness ( PSLF ). XXXX XXXX is my payment servicing provider. I have made 18 payments according to my Income Driven Repayment ( IDR ) plan. However, XXXX 's records show that I only have 1 payment towards my 120 payments that are required for loan forgiveness. XXXX says that I was in some form of either forbearance or deferment and failed to count payments that I had been making since XX/XX/2016. Their reason for placing me in deferment was due to " we changed a deferment or forbearance that was previously applied to your loans because we received updated enrollment information. '' They placed me into deferment because I enrolled into University of XXXX XXXX XXXX night program. They did not gain my explicit permission to place me into deferment/forbearance. Their actions cost me numerous months off of my journey to loan forgiveness.
Company Response: Closed with explanation

Timely Response

2018-07-11

Atl, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2018-07-11

Madison, WI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-07-10

Ocklawaha, FL

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-07-10

Ft Lauderdale, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: This is my second CFPB complaint regarding the application of my monthly payments for the Public Service Loan Forgiveness program ( PSLF ). I have been making payments under this program since XXXX. I am 72 months into this program, but I was on forbearance for 6-9 months during that time. I have made qualifying, on-time payments on my loans for a minimum of 63 months. However, my most recent statement reflects anywhere from 30-52 months of payments. I make one payment every month that is disbursed to all my loans, however loans that have the same origination date have different PSLF qualifying amounts. Furthermore, loans that were transferred 6 months apart, have a 10 payment difference. It is clear that my payments are not being counted correctly. I have requested a manual counting of my PSLF payments since XX/XX/XXXX. To date, I have received nothing but excuses from XXXX XXXX XXXX as to why this still has not been completed. I have spoken with XXXX XXXX XXXX representatives on innumerable occasions who have advised they were putting in a request to escalate and expedite my 2 year old request. Furthermore, XXXX XXXX XXXX advised in the previous CFPB complaint that a manual review confirming the number of my PSLF payments would be sent to me under separate cover. Nonetheless, to date, I have received NOTHING! Finally, the previous CFPB response from XXXX XXXX XXXX said my loan was permanently removed from paid ahead status. Nonetheless, when I missed my XX/XX/XXXX payment due to an oversight, I received no notice or correspondence from XXXX XXXX XXXX. I called and spoke with a representative named XXXX on XX/XX/XXXX and she advised that my loan was still showing paid ahead even though there is a notation on the file that the loan should not be paid ahead. I had to make 2 payments in XXXX to get back on track for my payments to apply towards PSLF. I need to have a FULL ACCOUNT PAYMENT HISTORY detailing the following : the months my loans were on forbearance, what payments were applied to PSLF and what payments were not and why! I can not wait until the end of the 10 year program to get this information as it is clear that XXXX XXXX XXXX is having a difficult enough time counting my payments at this stage.
Company Response: Closed with explanation

Timely Response

2018-07-10

Ehrhardt, SC

Written notification about debt

Debt collection: Federal student loan debt

Didn't receive enough information to verify debt
Company Response: Closed with non-monetary relief

Timely Response

2018-07-10

Altenwald, PA

Incorrect information on your report

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

Account status incorrect
Complaint: I have recently tried to apply for a home loan. My lender advised that AES and XXXX XXXX has reported that I was late on my payment from XX/XX/2015-XX/XX/2015. When XXXX with student assist called the loan company she was adobes I never shld have been reported as late because I was on forbearance as my loan was being transferred from AES to XXXX XXXX. The home lender advised bc of it showing late even that long ago it affecting my credit report in a negative way. I tried to contact XXXX XXXX to get this resolved and the lady I spoke to wouldnt even let me explain the issue nor would she even pull up my account to assist me in fixing what is THEIR mistake!! She advised i had to submit a form so they could investigate and even then it could take them at least 30 days??? Unacceptable. I have never been late with a school loan payment and its not right its impacting me because of a mistake they have made. I did advise th rep that I would be filing a complaint with you and she stated thats fine.
Company Response: Closed with explanation

Timely Response

2018-07-09

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

2018-07-09

LA

Incorrect information on your report

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

Account status incorrect
Complaint: I spoke to a representative that informed me on how to have my account put into deferment status. She walked me through the steps and told me that it was completed. Months later I received an email stating that my account was pass due, I then called into to the company again and spoke with another representative that reviewed all of the notes and informed me that all of the late payments would be removed due to their mistake but its still on my credit report.
Company Response: Closed with explanation

Timely Response

2018-07-09

Northside, NC

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
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, XXXX and XXXX XXXX XXXX with no successful resolution. XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XXXX 2017.
Company Response: Closed with explanation

Timely Response

2018-07-09

Bridgeboro, NJ

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

2018-07-06

DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: XXXX has failed me at every stage of repayment. XXXX has violated the Fair Credit and Reporting Act ( FCRA ), Fair Credit and Reporting Act ( FCRA ) intended to protect consumers like me. XXXX should note that this is a case of financial mis-selling. XXXX engaged in knowing misrepresentation - the harm threshold is necessary for a lawsuit, given the present demonstrable actual damages and future damages. It is evident that I will suffer real damage as a result of this misinformation from XXXX. On XX/XX/2018 I called XXXX at XXXX XXXX I spoke with XXXX representative ( ID # XXXX ). I believe XXXX has a record of this call and the other calls I made in XXXX. If not, I can send XXXX my copy of the recorded call. I still haven't received any information from XXXX stating the XXXX payment has be correct from {$750.00} to {$270.00}. XXXX informed me when I called that the XXXX payment will be corrected from {$750.00} to {$270.00} because XXXX made a mistake by not sending me a notification of denial letter, informing me that my Public Service Loan Forgiveness recertification application had been denied. It's been 2 months and I still haven't received the letter with the adjusted XXXX payment of {$270.00} as promised by XXXX. I have sent 3 separate emails to XXXX and no response. Instead, XXXX has sent me a delinquency notification dated XX/XX/XXXX, because I informed XXXX that I am waiting to receive the letter with the corrected payment of {$270.00} or {$320.00} for XXXX before making payment. XXXX still hasn't sent me the letter with the corrected payment amount. Instead the have received the following letters from XXXX : Loan Sequence : 1 Financial Transactions letter dated XX/XX/2018 An approved interest capitalization letter dated XX/XX/2018 A second delinquency letter dated XX/XX/2018
Company Response: Closed with non-monetary relief

Timely Response

2018-07-06

Phoenix, AZ

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I have sent several requests to get my payments lowered and have been denied. They want me to pay XXXX a month and I only bring home XXXX every 2 weeks with XXXX children to take care of. So now I have to get back into college, take up more debt, because I cant afford these payments and it is stressing me out with every email that they send. I call on the phone and they just refer me back to the forms online. Then I didnt quality for the military discount because my loans are consolidated. But I completed the consolidation to have 1 low payment. So that means XXXX provided me with false information and I could have benefited from the military discount.
Company Response: Closed with explanation

Timely Response

2018-07-06

Manhattan, NY

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

2018-07-06

Cane Creek, AR

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

2018-07-06

Portland, OR

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: Hello. This complaint is a follow up to complaint XXXX. My apologies for not providing feedback in the allotted time. This is regarding getting a determination on my cosigner release request for the student loans owned by XXXX XXXX XXXX ( XXXX ). The loans are serviced through American Education Services ( AES ). I first filed this request in XX/XX/XXXX. I filed it again in XX/XX/XXXX. The response I received from XXXX on my previous complaint is not satisfactory. In effect, XXXX claimed it wasn't their responsibility, and I should contact AES. This is not acceptable. I have worked through AES trying to get a response from XXXX regarding my cosigner release for almost three years, since roughly XX/XX/XXXX. The problem is not with AES - AES has essentially told me their hands are tied and they can not force XXXX to provide a response to my request, and they just have to wait. AES has forwarded my paperwork to XXXX and requested follow up multiple times with no response from XXXX. This is my message to XXXX : is it absolutely, 100 % unacceptable to sit on this kind of paperwork for years. According to AES, they have sent it to you and followed up multiple times. According to all my available sources, you are the responsible party for reviewing and approving or denying the request. And, from all my available information, you have not done so for over two years. Again, this is totally unacceptable.
Company Response: Closed with explanation

Timely Response

2018-07-06

Odell, OR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: In XXXX, XXXX I began employment with a XXXX XXXX I received a letter on XX/XX/XXXX stating that I qualify for the Public Service Loan Forgiveness Program. I was given credit for 34 past payments from my previous school district. My estimated Eligibility Date is XX/XX/XXXX. When I received my qualification, I phoned XXXX XXXX to confirm and get any additional information that I needed. I was told that I needed to reapply every year to keep this program current. On XX/XX/XXXX, I phoned the company to see if I needed to reapply at the beginning of the school year or wait until XXXX to do so. I was told by the representative that I was not in the program and no payments have been made toward this program. Also, I did not need to reapply but fill out a new application to start the acceptance process over from the start and if I am accepted it will retroact the process. I did not matter how often I reapplied as the program does not give forward credit for my being accepted and everything is done " retroactively ''. This information appears to be in direct conflict from my previous letter of XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-07-06

Saint Clair, MO

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I received a false statement saying my account was past due, when in effect, it was not past due. The direct debit was scheduled on a weekend, the next billing statement was generated during that same weekend. When I called to ask for a new statement, they acknowledged this was a problem with their software, know it is a false representation of my account, and yet, have no solution to fix this problem in the future. They also acknowledged my account is current, always has been current, and yet refused to re-generate an accurate statement reflecting that. I can only theorize that if this is occurring to me, it must therefore be occurring with other customers as well. They know it is a bug in their software, yet they continue to make these false billing statements causing people to believe their account is behind when in reality it is current.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-05

Gpt, MS

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

2018-07-05

Stkn, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I am filing complaints against my loan servicer XXXX regarding the following issues : There is lack of clarity on the qualifications of public loan forgiveness. I signed up for public loan forgiveness, which was completed by my employer, XX/XX/XXXX. However, I didnt get a response from my servicer, XXXX, as my loan consolidation did not get approved until XX/XX/XXXX. When I received the approval letter from XXXX in XX/XX/XXXX, the letter stated that I had zero qualifying PLF payments. As a result, I interpreted this as a rejection letter because I had been working there since XXXX and made timely payments. In hindsight I realized that the starting period for PLF actually started XX/XX/XXXX because that is when my loan consolidation was approved. Moreover, I didnt know that the PLF certification form was to be submitted to verify qualifying payments retrospectively. Because of this fear that I wasnt on public loan forgiveness, I started to pay more per month than the designated IBR amount. Having doubts, in XX/XX/XXXX, I called XXXX to verify my public loan forgiveness, and they stated that I actually qualify for it. Because of this, I had requested the previous additional monthly loan payments to be re-issued back to me, so that my previous payments would qualify for public loan forgiveness. During this time, I had requested that the previous loan payments, now with IBR amount to be considered as qualifying PLF payments. I again contacted XXXX in XX/XX/XXXX requesting that the previous payments, now with the designated IBR amount, to be considered for public loan forgiveness qualifications, but it has been almost three years and I have not heard anything from them. I have routinely called them quarterly and I continue to get a response stating it is still being evaluated. There are two issues I would like to resolve : 1. I am inquiring if my previous payments from XX/XX/XXXX to XX/XX/XXXX to be qualified for public loan forgiveness payments. 2. I am requesting a timely response to the above issues as I have been waiting for almost three years now for a solution. Please help me expedite and clarify my above situation.
Company Response: Closed with explanation

Timely Response

2018-07-05

Jupiter, FL

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

Student loan: Federal student loan servicing

Investigation took more than 30 days
Complaint: XXXX account doesn't match other credit reports. Asked for investigation and it has taken longer than 30 days to provide original documents proving debt or anything owed.
Company Response: Closed with explanation

Timely Response

2018-07-05

NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Hi, I consolidated my school loans with XXXX XXXX under the belief that my payments would count for eventual loan forgiveness after 120 consecutive payments. I am a full time local government employee and my employment was certified, but after 5-6 yrs. of payments, I have been told that none of those payments would go toward the forgiveness program. I was misled by XXXX XXXX. I recently consolidated with the right program after I sent the certification forms and found out. Something should be done. It's not right that I was misled. I went back to school at night and on weekends. I did so as a single custodial parent. This type of program would be very helpful to my financial situation. Please advise how this can be remedied. I made on time consistent payments through auto-deduction and it's not right that nothing can be done. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-07-05

Wesley Chapel, 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

2018-07-05

Boston, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with non-monetary relief

Timely Response