AES-PHEAA

2018-05-29

AR

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: OnXX/XX/XXXXI called AES customer service to inquire about having the paid ahead status removed from my account. The representative instructed me to send an email requesting the removal. Two weeks later I received a call from another representative that an email was not an accepted form of communication for this request and I would need to mail or fax a letter. In XX/XX/XXXXI faxed a letter with the following message : I am requesting to have the paid ahead status removed from my account. OnXX/XX/XXXX I called AES to verify that the paid ahead status had been removed. I was informed that it had indeed been taken off. However, when an extra payment was made that month the payment was again moved ahead. Again I contacted AES and another representative told me that the paid ahead status was only removed one time, even though my letter did not say one time. It has now been 3 months and I have not been able to get the paid ahead status removed from my account permanently.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-29

Glenarden, MD

Communication tactics

Debt collection: Federal student loan debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-05-29

So Effingham, NH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been dealing with XXXX since I graduated in XX/XX/XXXX. I had the loan in forbearance for several years, and each year they either lost the paperwork, did not calculate my forbearance period correctly, etc. Furthermore, I have consistently asked for information on consolidating my loans ( several times in writing ), but despite promises of sending me the information, I am still waiting almost 5 years later. Looking for consolidation information on their website is impossible, and any attempts to search for " XXXX XXXX '' and " consolidation '' leads to links resulting in an Error 404 page. In XX/XX/XXXX I applied for an income driven repayment plan ( IDR ). This was granted on XX/XX/XXXX and my new monthly payments were {$69.00} per month. In XX/XX/XXXX, I discovered, through one of my credit cards, that XXXX had declared my loan in default. When I called XXXX to find out what was going on, it took them almost an hour to determine that their system had bumped me out of the repayment plan *2 hours* after it had been granted and the confirmation email sent out. Yet I was never notified that I had been removed from the plan. They themselves acknowledged the payment plan and that I had paid it on-time and in full. But instead of fixing the acknowledged problem, I know have to go through this process of disputing it with them. They applied a forbearance period from XX/XX/XXXX through XX/XX/XXXX, using up all of my allotted forbearance time -- this was done without my permission. In the meantime, I am now off of the plan with no forbearance left, and they are continuing to show my payments as being in default.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-29

Allen, KY

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

2018-05-26

East Rockaway, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have nearly {$400000.00} in student loan debt processed by XXXX. In XX/XX/XXXX I had requested to change my income driven payment option from income based repayment to Pay As You Earn repayment. The process placed me in forbearance for greater than 1 year and I had lost XXXX payments toward public service loan forgiveness. I was not informed that this income based repayment transition would take up to 1 year and that my interest would capitialize during the forbearance process. I have requested a detailed account of all my payments in XX/XX/XXXX, despite many repeated phone calls I have not yet received my payment audit nor an explanation why I was in forbearance for 1 years for a simple payment option switch. Each time I call I am told nothing can be done and to call back in a month. This has been dragging out for over a year. This is unacceptable of a government organization.
Company Response: Closed with explanation

Timely Response

2018-05-26

Wonder Lake, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: The issue at hand is one of timely response of the lender to borrowers inquiry. A response from the lender is still outstanding as of this complaint submission. In summary, the borrower began graduate studies during the autumn of XX/XX/XXXX. The enrollment triggered a deferment effective XX/XX/XXXX on borrowers student loans which were secured to fund XXXX education. Borrower contacted servicer on XX/XX/XXXX to request removal of deferment in order to continue progress towards the 120 qualified payments required for Public Service Loan Forgiveness. Borrower continued to submit full and timely monthly loan payments. Deferment was removed with retro effective date XX/XX/XXXX and loans were returned to repayment status. Borrower then submitted an Employment Certification Form on XX/XX/XXXX to ensure continued compliance with XXXX guidelines and accuracy of qualified payment tracking. Servicer responded on XX/XX/XXXX certifying 7 payments for the period XX/XX/XXXX XX/XX/XXXX. Borrower believes the correct number of qualified payments to be 11 for the period XX/XX/XXXX - XX/XX/XXXX, and that the payments shown in Table 1 were excluded as qualified payments. Borrower contacted Servicer on XX/XX/XXXX to initiate review of the 4 payments shown in Table 1 and was told to allow 90 days in order for the completion of the review. Per page 37 of the document titled CFPB XXXX XXXX XXXX XXXX, the servicer must respond to borrower inquiries within a reasonable time period which is further specified to be within 30 days. The servicer has not responded in over 90 days to an inquiry involving a recent time period, a small number of payments, and limited analysis of policy and procedures. Further, the borrower contacted the servicer on XX/XX/XXXX to check status on the review and to inform the servicer that a response was expected within 90 days of XX/XX/XXXX. The borrower requests the assistance of the Consumer Financial Protection Bureau towards a response from the servicer. Table 1 : Payments in Question Date of Payment - Amount - Due Date of Payment - Number of Days from Due Date to Date of Payment XX/XX/XXXX - {$76.00} - XX/XX/XXXX - 13 XX/XX/XXXX - {$76.00} - XX/XX/XXXX - 6 XX/XX/XXXX - {$76.00} - XX/XX/XXXX - 2 XX/XX/XXXX - $ XXXX - XX/XX/XXXX - 0 *New payment amount based on Income-Driven Repayment plan recertification Table 2 : Criteria for Qualifying Payments A payment is considered as qualified if it is made : After XX/XX/XXXX While employed full-time at a qualifying employer Under a qualifying repayment plan On-time ( no later than 15 days after the scheduled due date ) Each month, satisfying the installment amount due for that month in full When the loan is being actively billed, and is not in a default status
Company Response: Closed with explanation

Timely Response

2018-05-25

Mountain View, OK

Incorrect information on your report

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

Account information incorrect
Complaint: Account is being reported as late and delinquent when I am prepaid for years. I’ve been making big payments to get these paid off, and currently show no balance due. However, my most recent credit report shows me as 90 days delinquent on these accounts.
Company Response: Closed with explanation

Timely Response

2018-05-25

Ashville, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: i was paying XXXX on my loans on a fixed income next thing i know my loan was sent to another deparment and i was paying them now so a year passes and my student loans went into default and collection agency. it screwed up my credit score form XXXX to XXXX. it took me a why to get it straighten out some what and they didn't consolidate my loan the first time like i wanted it to all to come thru them. so after 4 motynhs and back and forth my credit beacuse of this si still XXXX up and i am noe paying a higher intrest rate and will half to pay them more money now. i went to XXXX state and XXXX college. i have been in XXXX XXXX since first grade and cant do algerbra and cant spell or say big words. bot colleges i went to failed me imditae cause of my situation on the math and language. i got no help no tutors aviable i asked teachers for help to and got none. any ways XXXX XXXX up my loans so bad. my credit is now ruined
Company Response: Closed with explanation

Timely Response

2018-05-25

Kildeer, IL

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2018-05-25

Ehrhardt, SC

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

2018-05-25

Arenzville, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: In XX/XX/2018, I submitted income information to XXXX XXXX for my husband and I. We both have student loans and both are serviced by XXXX. With our income driven repayment plan, the payment amount is supposed to include our combined debt with our combined income. My husband 's monthly payment went up slightly, as expected with a slight increase in our income in the last year. My monthly payment more than doubled from {$250.00} to over {$500.00}. When I contacted XXXX, it appears that while my husband 's was calculated correctly, mine was not. It did not include the combined loan debt and combined income in the calculation. I spent over an hour on the phone and it will take several weeks to get resolved. I work in XXXX XXXX and am very familiar with the process and knew what our estimated combined monthly payment should be. For someone not as familiar, this mistake could result in someone not paying their loans or not knowing how to proceed or what questions to ask. I encourage all student loan borrowers in income-based repayment to be aware of the recalculations ; if your income increases slightly, your monthly payment should correlate.
Company Response: Closed with explanation

Timely Response

2018-05-25

Sioux Falls, SD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I am enrolled in the Public Service Loan Forgiveness program. My loan is serviced by XXXX XXXX XXXX ; all access is through their website XXXX. At the beginning of XX/XX/XXXX, I submitted my request to continue income driven repayments. To do this, I completed the survey on the website and completed the paperwork as it directed. I was not aware that what I submitted constituted a change in my repayment plan. After submission, I checked my repayment schedule and saw that the request had not been processed. After a phone call around XX/XX/XXXX, I was told that since it was a change in plan, I had not submitted the correct paperwork and needed to resubmit. This, despite filling out the paper the website directed me to complete. A new set of paperwork was completed and uploaded electronically. After another couple of weeks, my payment had not changed. It was now approaching XX/XX/XXXX. I called again, and was told that I had not marked a box on Page 4, that is required for changing plans. Again, I was not aware that changing plans was my request. Also, the form ( as I read it ) says to request a new payment amount. On the phone, I was told that this could be as low as {$5.00} ; no amounts are listed on the form. I asked for the {$5.00} amount on the phone, which was granted. Everything was now proceeding. My first payment of XX/XX/XXXX would be taken out of my bank account in XX/XX/XXXX ( fully six months into the new year ). On XX/XX/XXXX, I received notification that my request had expired and that my payment would now be the full amount and that paperwork had to be redone. Upon calling, I was informed that the {$5.00} payment had to be mailed ( in spite of everything being set up as autopay ), and since that didn't happen, everything was revoked. Once again, I had to request the payment to be delayed ( now until XX/XX/XXXX ) so that the paperwork can be completed again. The timetable for PSLF is sensitive, understandably. I have made every effort to make payments in 2018. The PHEAA has devised a plan to effectively delay my payments -- and my eventual completion of PSLF -- by 6+ months. In the mean time, interest continues to accrue on my loans, making my indebtedness greater. Each time I call, I am given new and different information by the operator -- being to ask for a later payment on-line, being able to request a payment as low as {$5.00}, etc. PHEAA staff act as though they are allowed to only share one piece of information per call. Each time, you believe you are finally being given the " correct '' information ; each operator says as much with " I'm sorry sir, I don't know who told you that, but this is what you need to do. '' And each time, something is still wrong, incomplete, or incorrect with the information being given.
Company Response: Closed with explanation

Timely Response

2018-05-25

Charlotte, 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: Student loan reprting is deceptive and destructive in the way they report to the credit bureaus. This appears to be a common problem that I am surprised hasn't been addressed. I took out 4 parent plus loans which have all been in deferment until recently. The problem is on all 4 loans they show a high credit of only the original loan amount. Interest accrues and the amount I owe is correct on the report however with the high credit only being the actual amount of the original loan amount on the credit report takes away available credit and show the loans are collectively negative by about 130 % of the original amount. This is destroying credit reports from all students. Once the loans go into repayment then the loan is set and should reflect the original loan amount plus interest as a high credit because it is. That should be your high credit because that is actual. This is deceptive practices. I have sent certified letter to XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX and they are standing by their reporting. Also sent certified letters to the credit reporting agencies. I have all the documentation to provide.
Company Response: Closed with explanation

Timely Response

2018-05-25

Urb El Pilar, PR

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I have submitted an Income Based Repayment Plan ( IBR ) request four straight times since XX/XX/XXXX. The first was a renewal. I included my latest tax return and a letter, as I have done since XX/XX/XXXX. It was denied because I did not include my federal income tax return as notified on XX/XX/XXXX. I explained that I dont file federal income tax return because I dont live in the United States. I wrote a letter and resubmitted a new IBR payment request, explaining that I dont file for federal taxes. I also had to explain what my monthly gross income was, since according to the customer service representative, they simply cant divide the annual gross income by 12. They also keep asking me for paystubs, which I cant provide, because as I have explained so many times, i am XXXX XXXX. And so, once again, on XX/XX/XXXX, my IBR plan was denied because I did not include my federal income tax return. On XX/XX/XXXX, a third IBR request was denied because my tax return does not show my gross pay, asking me for pay stubs or a letter from my employer. Once more, I AM XXXX XXXX. This I explained in my letter. XXXX XXXX, keeps nit picking at my IBR requests and finding excuses to not accept my IBR requests where everytime, I have included my most recent available tax return and where they can find how much I make a year and divde it accordinlgy to reach a monthly gross income. XXXX XXXX is being capricious and arbitrary in making their decisions to not accept my IBR requests. The problems started last year, when my XX/XX/XXXX approved expired. Since XX/XX/XXXX, I have been losing my automatic forbearance periods on each request that is denied. I demand that XXXX process my IBR requests, since every time, I have provided them with my tax return and a letter explaining what my gross income is. I also want my automatic forbearance time credited back to my account.
Company Response: Closed with explanation

Timely Response

2018-05-25

Adair Village, OR

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

2018-05-24

Fort Worth, TX

Credit monitoring or identity theft protection services

Student loan: Federal student loan servicing

Billing dispute for services
Complaint: I was advised by a Employee of the XXXX XXXX XXXX that my School Loan would not be due until I finished the XXXX XXXX. Due to the fact i was in school for more than 12 hours i went to the academy from Monday to Friday XXXX. The Employee advised me that due to those hours I would not be responsible for the monthly payments. While in the academy i was being billed by the XXXX XXXX XXXX, but they sent the paper bills to the wrong address. I advised the XXXX XXXX XXXX that i did not receive the bills. Due to the time they charged me i was unaware i was being billed and was told i would not be. Due to the fact i was with out knowing and being told I would not be I was tagged for being late. My credit was hit for late fees when i was advised i was not going to be. I called XXXX XXXX XXXX and was advised that the employee I spoke with does not work there and that the information was false. I do not agree my credit should be faulted for information i received from an employee that no longer works there.
Company Response: Closed with explanation

Timely Response

2018-05-24

Norwalk, CA

Incorrect information on your report

Student loan: Private student loan

Account status incorrect
Complaint: My credit rating has been decreases due to delinquent payment. My credit rating was XXXX which was last year. My credit rating is XXXX now. I am in big trouble of buying a house. I need to close my escrow within 12 days from today. Per telephone conversation with the XXXX agency, my credit will go up in a week if I paid in full. I was able to pay XXXX dollars and try to save credit with the other Collection agency called XXXX on XX/XX/XXXX. I called AES which was my original student loan agency to explain my situation. I was told to wait 7 to 10 business days. I can not wait for them to investigate. My student loan was paperless and it was automatically deducted from the banking account there is no reason to have default payment on my record. There should be special circumstances for people like me to prevent lowering the credit rating for XXXX dollars. Now the XXXX dollars will turn to additional XXXX dollars per month with the sub primer mortage. Please help me to increase my credit rating so that I do not have to pay additional cost for the home loan or home loan rejection. Which means I may lose my Honest money deposit.
Company Response: Closed with explanation

Timely Response

2018-05-24

Auburn, AL

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: There was an investigation conducted by CFPB in early XX/XX/XXXX on my student loans at which time XXXX updated my accounts with a status of accounts renewed or refinanced, but today when I checked my accounts were reflected as failure to pay with the following payment status : Paid, was a collection account, insurance claim or government claim or was terminated for default. This is untrue. The accounts were never in collections ... actually consolidated and I've been making payments on them since XX/XX/XXXX. I have attached documentation from both XXXX and the Servicing Company which is currently handling my Federal Student Loans. I'm working steadfast on correcting my credit and this recent ding is causing havoc on my credit report. Please assist in getting this corrected.
Company Response: Closed with explanation

Timely Response

2018-05-24

Newnan, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: At least twice I've requested that XXXX allocate excess payments to one specific loan and it has refused to do so.
Company Response: Closed with explanation

Timely Response

2018-05-24

Rochester, NY

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: On XX/XX/XXXX I contacted the XXXX to request an amortization schedule for my student loan. They refused to comply with my request. They claimed due to uncertainty over the plan, they could not provide such a schedule, even though they had the end date of the loan and monthly payment schedule listed. As the borrower I have a right to know any and all information about my loan including a standard amortization schedule which lays out the principle versus interest in the loan. XXXX servicer, XXXX ( no last name given, as is standard for this shady company ) ID # XXXX claimed it is company policy not to provide such information, and yet could point to no written company policy at all. In fact, in the course of our conversation he discovered what he saw as contradictory information given to me by the last agent on XX/XX/XXXX, who said that if we left the Revised Income Pay-as-you-Earn plan we could in fact get a amortization plan. He said it was impossible to get one. Period. This is unacceptable. This is my information. I deserve to see all of it. I can not be a responsible borrower without having full knowledge of the plan. This is not how Free Markets or Capitalism is supposed to work.
Company Response: Closed with explanation

Timely Response

2018-05-24

Garrison, MD

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

2018-05-24

Bellaire, TX

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Complaint: THEY ARE REPORTING 90 DAY TO 120 DAYS LATE 3 TIMES I TRY REACH OUT TO CORRECT THE PROBLEM WITH NO RESULT THEY GOING FROM PAYING ON TIME TO 90 DAYS LATE AND IS EFECTING MY CREDIT SCORE.
Company Response: Closed with explanation

Timely Response

2018-05-24

Statesboro, GA

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

2018-05-24

Detroit, MI

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: I contacted XXXX XXXX and was told that my payments qualified for deferment/forbearance. i returned all required documentation, however I continue to receive bills in the mail. I qualify for the above deferment/forbearance due to loss of income, unemployment and receiving government assistance.
Company Response: Closed with explanation

Timely Response

2018-05-24

Cleversburg, PA

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