AES-PHEAA

2018-06-07

Falmouth Foreside, ME

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

2018-06-06

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

2018-06-06

Georgetown Township, MI

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

2018-06-06

Patterson, MD

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. 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. I have always made my payments on time. For some reason I realized that there was a lat with no successful resolution. XXXX and XXXX are reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX-XX/XX/XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-06

Juno Beach, FL

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

2018-06-06

TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: XX/XX/XXXX I received an e-mail from XXXX XXXX that included my statement from last XX/XX/2017 because XXXX XXXX admitted to making mistakes on handling my loans so they were reversing the negative reporting they made to the credit bureaus last year. Two different XXXX reps verified that they would begin handling my student loans again which were in the process of being removed from ever defaulting or being late/delinquent in the first place. They said the process takes 7-10 business days at which time I will be able to login on to my old XXXX XXXX account online and make online payments etc. I explained I wanted to just pay the balance and the girl I spoke with said as soon the negative reporting gets reversed I will be able to go online and pay. I said thats great and was so glad XXXX finally realized its morally/ethically wrong to report student loans as negative/late/delinquent etc to the bureaus if the student is unaware theyre not receiving bills XXXX was supposedly sending in the mail. Ten days past so I called XXXX to follow up and a Supervisor who was extremely rude and belligerent handled my call raising her voice telling me not paying my loans is the reason my credit got bad. Can employees behave this way when we call with questions? She didnt give me explain my situation and when I explained two different reps verified two different times I called in that the negative reporting XXXX made on my student loans was being reversed she told me that they were not supposed to do that, they had no business doing that. I wanted to ask her what was so wrong that was making her so angry and rude towards me but this supervisor kept cutting me off. Now I am super confused as to what happened etc. Its so stressful and unsettling to know that XXXX XXXX will handle your loans however they feel depending on their emotional state? This supervisor told me its their word against ours/the students/families/consumers and apparently the consequences of how they handle accounts and treat people is irrelevant.
Company Response: Closed with explanation

Timely Response

2018-06-06

Boston, MA

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

2018-06-06

Wilson, NC

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

2018-06-05

Five Points, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: The student loans are listing late payments. I have sent goodwill letters requesting forgiveness for late payments. I feel on hard times in XXXX and XXXX and I have tried desperately to communicate with the company about all the student loans listed in degoratory status. I am asking for a little help please.
Company Response: Closed with explanation

Timely Response

2018-06-05

NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I have written more than one letter to XXXX XXXX most recently in XX/XX/XXXX, about many of my payments not being accepted towards the Public Service Loan Forgiveness ( PSLF ) program. I have been employed in a public service capacity since XXXX, and have made sure to remain in a payment plan that was qualifying since the inception of the program. I have even highlighted some of the payments I have made after receiving records of payment via the XXXX XXXX XXXX via a FOIA request, enclosing them proof of payment. Despite these repeated inquiries to XXXX XXXX, I have not received any response whatsoever.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-05

TX

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt is not yours
Complaint: I received a letter from XXXX XXXX XXXX For a creditor by the name of XXXX XXXX XXXX XXXX.XXXX XXXX. Creditors account number : XXXX. With a principal balance of XXXX with an interest balance of XXXX XXXX with a balance due of XXXX. This debt does not belong to me. I'm unaware as to whether or not my deceased ex-husband, XXXX XXXX XXXX, signed my name on any forms requesting this loan. However, in the event this loan were to be his or was to have been signed by him that should have been before our bankruptcy was filed in XXXX. In the event that this debt is owed by XXXX XXXX XXXX it should have been resolved with the bankruptcy. There were many loans XXXX XXXX XXXX took out in my name without my knowledge, which he was required to pay in the divorce settlement in XXXX. I have never received funds for this loan nor did I request this loan nor do I have knowledge of this loan.
Company Response: Closed with explanation

Timely Response

2018-06-05

Northside, NC

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 resolution. XXXX only reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX-XX/XX/XXXX and XX/XX/XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-05

Youngstown, OH

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: I had a previous complaint # XXXX and the response given was just a runaround that I have been hearing for months. I want a way to contact XXXX XXXX XXXX without going through AES. There is no way to contact them directly, I would like their phone number.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-05

Oxford, GA

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

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

Their investigation did not fix an error on your report
Complaint: 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 only reporting me late. There was definitely an error on their part. I was never 120-149 days late since XX/XX/XXXX to XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-06-05

Schuyler Falls, 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

2018-06-05

Greensboro, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: In XX/XX/2018, I filled out a consolidation loan application, hoping to bring student loans serviced by another provider, to XXXX. I wanted to pay all my loans to one provider. XX/XX/2018, i received a letter stating that my consolidation was almost complete, but the loans that I wanted to add, were not going to be added per my request. I called XXXX to speak with someone to explain that I wanted to indeed add these loans to my account. They informed me that they were waiting for someone at my provider, XXXX, to respond to them concerning the loans and there was no further action required from me. Once they heard from XXXX, I was supposed to be contacted about the loans and if they could be added to XXXX. On XX/XX/2018, I received a letter stating that the consolidation was complete. Upon review of this consolidation, I noticed that the loans I attempted to add, were not included. I called back to XXXX, and was told the reason that the loans were not added, was because i did not fill out the right paperwork, and that the loans I wanted to add were eligible to be added to XXXX. I just needed to fill out the correct paperwork. They told me what form to download, submit, and what code I needed to use. I submitted this form on XX/XX/2018. On XX/XX/2018, I received a letter stating that the loans were ineligible to be added to XXXX. I then called back and explained to them that the whole purpose for my consolidation request, was to include these loans, and without them being added, the consolidation request was pointless. It doubled my monthly payment, doubled my repayment time from 15 years of which I had already paid 3 years, to a full 30 year repayment plan. I called and requested that this consolidation be undone, or reworked, because it has not benefited me at all. I spoke to several people on the phone, who have transferred me and kept me on hold for over XXXX minutes at a time, and all of them have given me different answers on the consolidation process and my monthly payment. The representative I spoke with last night was short, rude, and condescending. He told me that there is nothing that can be done about the consolidation at this point. It was final. When I spoke to customer service representatives during the entire consolidation process, not one of them told me that the main reason I wanted to consolidate was not an option, until the process was complete. They all led me to believe that there was more to be done on their end, and that I could possibly still add the loans to XXXX. It wasn't until the process was complete, that I was given a straight answer. I feel like I was run in circles by this provider, and given false information. Timeline : XX/XX/XXXX : submitted consolidation form to include XXXX loans XX/XX/XXXX : Consolidation almost complete, loans not included per my request XX/XX/XXXX : Called XXXX to ask about these loans as I did not request them to be excluded. Was told that they were still awaiting my service provider XX/XX/XXXX : Consolidation complete : Loans not added XX/XX/XXXX : Called XXXX and was told that the loans were not added because I did not fill out a physical form. XX/XX/XXXX : Submitted physical form with information provided by customer service representative and XXXX account information. XX/XX/XXXX : Loans ineligible to be added. XX/XX/XXXX - XX/XX/XXXX : Have called several times asking what options I have to have this process undone, because I was mislead during this time period and the loans I want to consolidate, are not eligible.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-05

Atlanta, GA

Incorrect information on your report

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

Account status incorrect
Complaint: In XX/XX/2017 thru XX/XX/2017 XXXX reported on my credit report delinquencies. I was XXXX due to a flooding at my place. I informed XXXX prior what took place and they informed me I would be put on an deferment. Instead they reported me as delinquent. I called XXXX to report the inaccurate information on my report. The company ignored my request and referred me to another company XXXX. Misleading me in the wrong direction. Constantly transferring me to different members only to say go online and dispute the matter. I went online and the document isnt on their website. I called them back and reported my findings and they informed it was there. I went through every step necessary only to start back at the beginning. This has affected me majorly where I cant help my XXXX mother nor myself. The company has reported inaccurate results on my report and its not fair nor right to do consumers that way. I need help correcting the matter. I dont know what else to do.
Company Response: Closed with explanation

Timely Response

2018-06-05

Gladstone, MO

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

2018-06-05

Keyport, WA

Incorrect information on your report

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

Account status incorrect
Complaint: On my account through XXXX XXXX XXXX there is record of payments being made from XX/XX/XXXX on time every month through XX/XX/XXXX. On my credit report it continues to state that I have not made a payment. I have asked them to fix this and they are saying its past due which is not the case per the record of payments posted on my account summary on their website.
Company Response: Closed with explanation

Timely Response

2018-06-05

Austin, TX

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

2018-06-05

Euclid, OH

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I contacted AES on XX/XX/XXXX, to discuss payment options. My loan is due XXXX. I owe approximately $ 100K. I am only working part time, driving for XXXX. I am, and have been seeking full time employment since XX/XX/XXXX with no luck. I am only earning approximately {$600.00} a month driving. I have rent to pay, which I currently split with a room mate. I have no extra cash this time. My parents are paying my car payment and insurance at this time, and helping me with living expenses. This totals around at least {$600.00} a month, and my mother is my cosigner on this loan. She does not {$1300.00} ( {$600.00} + {$730.00} ) to pay my expenses and pay the student loan. I was giving the option of {$730.00} per month, still due XX/XX/XXXX. I just need more time in order to find full time employment. I have no intention of defaulting, and really would like to be able to make these payments. I simply can not. I need assistance. Distraught over the large payment, I found your letter and forward it to them immediately after I contacted them via telephone. This is not my only loan. I do have another loan, a federal loan, where I can defer the payment. That one is around $ 35K. I have excellent credit, and would like to remain that way. A deferment at this time is my only option. After I called them, I sent the letter provided on your website, and this was the response. Monday, XX/XX/XXXX XXXX XXXX Thank you for contacting American Education Services ( AES ). Our records indicate that you have previously contacted our office in regards to your reduced payment. You may reply to this email if you need further assistance. AES APPRECIATES OUR MILITARY MEMBERS! Based on your service, you may qualify for a lower interest rate and/or deferment of your student loans. For additional details, please visit http : //www.aessuccess.orgXXXX If you require further assistance, please visit www.aesSuccess.org and click the " Contact Us '' link for information on contacting our Customer Service Department . The " Contact Us '' feature also allows you to submit inquiries via secure email. Through your online account, you may view account details and access additional services. Sincerely, XXXX American Education Services >> Original Message ... >> To Whom It May Concern : >> I am writing to you because I need to reduce my monthly private student loan payment due to a financial hardship. I am requesting a payment that allows me to meet my other necessary living expenses. I am only working part-time currently, but actively looking for full-time employment. >> Please conduct a review of my account to determine whether I am eligible for an alternative repayment plan. >> I believe I can afford to pay {$100.00} per month toward my loan ( s ). If you require details on my monthly income and expenses, I can provide that information upon request. >> If you require additional authorization in order to reduce the amount of my monthly payment, please consider this letter a written request that you contact my lender or other authorized party to conduct a review of my account and provide a response within 15 days of receipt of this letter. >> If you do not grant this request for a reduced payment plan, I will be at risk of default. If I receive a reduced payment plan, I may be able to avoid default, which is in the best interest of all parties. >> If you determine that you are unwilling to provide a reduced payment plan, please provide the following information : >> 1 ) What available reduced payment options do you offer other than forbearance? >> 2 ) For what reason ( s ) am I ineligible for these repayment programs? >> 3 ) What steps do I need to take to qualify for these repayment programs? >> In addition, if you are unable to provide any of the information or documentation I have requested or otherwise can not comply with this request, please provide an explanation. >> I hope we will be able to agree upon an acceptable repayment plan. >> Thank you for your cooperation.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-05

Washington, DC

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: Hello, Today I received a call from a representative from American Education Services [ AES ]. The caller gave her name and an ID number and proceeded to ask me to provide my date of birth and other personal identifying information. She did not identify who she was calling from until I asked. In this day and age, I do not feel like any company should call me and ask me to provide my name or SSN without making it clear that they are who they claim.
Company Response: Closed with explanation

Timely Response

2018-06-05

FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: XXXX XXXX refuses to accept my certification of employment to calculate the correct amount of payments I have made towards the PSLF program. I have given them everything they ask for and each time they send me a letter with a list of new " Missing Information. '' I have have sent in the form 4 times. The last time I even attached a letter with it telling them they can contact my employer to verify but each time they say for me to have my employer contact them.
Company Response: Closed with explanation

Timely Response

2018-06-04

Lewisville, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I believed that there is a grace period after your graduate and was unsure the amount of time was allowed before the payments started. Somehow, I got in contact with XXXX XXXX and realized that payments were being requested but by then the payments were late. As soon as I was familiar with the situation I immediately called and learned what I needed to do to start paying my student loans. I chatted with customer service and figured out that I could defer the late payments to the end of the loan and start fresh and havent miss a payment since. I was blessed and qualified for the Income-Driven Repayment plan so that helps a lot, but I have these black marks on my record and these are the only bad marks I have on my credit as of now. These late payments are for my time @ XXXX XXXX XXXX and XXXX University.
Company Response: Closed with explanation

Timely Response

2018-06-04

OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been attempting to make a payment on my loan through XXXX XXXX since XX/XX/XXXX and the website will not allow me to make a payment. Their new website is not functional and despite several messages to the company, I have not gotten a response or a solution. The company is aware of this problem per their XXXX page, but they have claimed the problem is fixed, despite many other consumers posting that they are still not able to make payments. Additionally, I was forced to apply via mail ( because the website would not give me an option to sign up online ) for automatic monthly payments. However, on XX/XX/XXXX I was sent an online message from XXXX with the subject line : " You Aren't Eligible for Direct Debit Payments '' with the following reasoning : " Your loans have not entered repayment. '' However, at the time my loans were in the grace period but I was still being charged interest even during the 6 months of grace. Despite being charged interest already, XXXX XXXX would not allow me to start direct debit payments, forcing me to incur interest without a making payments to prevent it. Additionally, because my first application was denied due to my loans being in grace, I can not apply online for automatic payments still to this day. This has made it frustrating and impossible at times ( like when their site is down ) to get my loans paid in a timely manner. I can submit another paper application, but I do not think it should be this hard to simply pay my student loans back.
Company Response: Closed with explanation

Timely Response