AES-PHEAA

2018-05-23

TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Since XX/XX/XXXX, I have had my auto-debit for my loan account to include the full scheduled payment and an additional {$500.00} solely dedicated to a higher-interest GradPlus loan. Since this time, I have recertified for IBR. The first auto-debit after the new base payments began, XXXX still deducted the additional {$500.00}, but attributed it amongst all of my loans rather than the assigned loan. This WAS corrected by them after a lengthy phone call to correct the matter, but there is no guarantee that I wasnt charged undue interest or that the other loan balances were adequately readjusted either. XXXX attributed the issue to a system upgrade error that they knew of when IBR accounts recertified. I have not had issues since the corrected issue in approximately XXXX until my XX/XX/XXXX payment, where the base payment and additional {$500.00} were auto-debited and the additional {$500.00} again distributed to every loan except the one it is scheduled for. There has been no change in loan status, no change in payment amounts, etc. It is inexcusable that I must continually monitor their activity to ensure this THEFT stops occurring, and it is THEFT. It is financial THEFT in the extra interest charged on a higher loan not being attributed its payment appropriately and it is THEFT of my time, which must be spent to correct.
Company Response: Closed with explanation

Timely Response

2018-05-23

Milford, CT

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

2018-05-23

Minneapolis, MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-05-23

Fort Pierce, FL

Incorrect information on your report

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

Account status incorrect
Complaint: My account was in forbeatance but my credit report for that time period shows late payments I tried co texting the loan provider to get it fixed and they said they dont correct information with credit reporting agency. I tre IED credit reporting agencies and they didnt change it either
Company Response: Closed with explanation

Timely Response

2018-05-22

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

2018-05-22

Beaux Arts, WA

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2018-05-22

Shoals, GA

Incorrect information on your report

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

Account status incorrect
Complaint: I have a loan with XXXX XXXX and was making my payments and making them on time. One day I was notified that my payment went from {$64.00} per month to {$600.00} per month and the new payment was effective immediately. I called XXXX and was told my payment went up because my income changed.I explained to the rep that this was incorrect and not my income had not changed. I made several phone calls only to be told I had to make the {$600.00} per month payment. I was unable to make this amount of a payment and this caused my account to become overdue. I called many times trying to get an understanding but to no avail thus causing XXXX to report the delinquency to my credit bureaus. After several months of the negative reporting I called XXXX again and this time I spoke with a representative and after being on the phone with her for several hours she said the problem was their mistake because they had listed my income incorrectly. She said they had my income listed as weekly instead of the fact that I got paid monthly. I asked if this could be corrected on my credit report since they had made the mistake and she said it should not be a problem but that was handled through another department and emailed me the form to submit. I submitted the form only to receive a response that my dispute was denied. I was not give an explanation and according to their policy I am unable to speak with anyone via phone about this issue. I am requesting that my credit report is corrected.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-22

AL

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt is not yours
Complaint: There are over 22 accounts of derogatory information listed by XXXX XXXX XXXX on my credit report. Nearly half of these accounts are outdated by standards of FCRA. I have requested debt validation on several occasions but I have been ignored. I do not have any debt or agreement for a debt with XXXX XXXX XXXX. They are in violation FCRA/FDCPA. Their foul behavior is ruining my identity.
Company Response: Closed with explanation

Timely Response

2018-05-22

Villa Nueva, PR

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

2018-05-22

Macon, GA

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

2018-05-22

AR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about your loan
Complaint: Every time fed loan and i come to agreement about my loan, they soon send something in the mail stating I did not qualify. They phone calls from random numbers. i barely can purchase food, for me and my son. I'm currently on XXXX different meds, and XXXX different XXXX and XXXX medicine because of their harassment. Often, I have to double my dosage when XXXX XXXX constantly call me. My credit is shot, I only make enough money to pay rent, light, water.
Company Response: Closed with explanation

Timely Response

2018-05-22

Philadelphia, PA

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

Student loan: Federal student loan servicing

Problem with personal statement of dispute
Complaint: XX/XX/XXXX, I contacted AES by phone about how my student loans were being reported on my credit report. I was advised to email and was provided an email. I sent multiple emails which included copies of my credit reports attached and received inadequate responses. Finally, one response instructed me to mail because they actually don't accept emailed disputes. I mailed a letter with copies of my credit reports in XX/XX/XXXX. The letter and reports were color coded to clearly show the accounts I was referring to. Simply, 15 accounts were being reported and yes, I had defaulted, but I had also rehabilitated and consolidated. I have good payment history with the consolodated loan and 10 of the 15 accounts listed were updated to 'satisfied ' and had XXXX balances. The other 5 were still listed as 'derogatory ' and I was asking for them too to be updated with more positive language. XX/XX/XXXX, I was asked for additional information. I had no idea what further information I could provide. I emailed asking for clarification, but the email response told me everything was valid. I requested a manager or director to review my information as I felt this response was vague and still didn't provide clarification for the additional information request. More failed communication continued and I never was connected to a manager director. ByXX/XX/XXXX, I had received a list of 10 accounts with XXXX balances from AES, but no acknowledgement of making any changes on my behalf. Since my credit reports all have 15 accounts listed, I now believed that 5 of the accounts were not supposed to be on my report based on the list provided by AES. I sent a letter, a copy of the list, and a copy of my credit report to each bureau requesting the 5 be removed in XX/XX/XXXX. They did not and I am still confused. I contacted AES and told them that I had expected the 5 to be removed since their documentation only listed 10. XX/XX/XXXX, I received a message which informed me that the 5 were originally reported by PHEAA, but AES took over the loans and reported them. Again, AES does not address my actual problem. The number of loans listed on my credit report is inaccurate and I want the language used to describe them to reflect the positive actions I have taken. I still do not understand how all accounts had the same actions taken-the rehabilitated of my loans before, and that I have now consolidated them yet they have different descriptions. I don't understand why AES took a year to identify the same 5 accounts I kept asking about as PHEAA reported. Also, PHEAA is not listed as one of my creditors and I thought AES and PHEAA were connect. Once again, I was not given any truly helpful information, but I have managed to waste a year of my time to change nothing and have more questions than when I started. At this point, I would like AES to address their lack of communication, failure to provide accurate information, and obvious disregard for individuals who are taking steps to better themselves. Isn't communication, information, and personal improvement the foundation of education? I am frustrated and disappointed in the way this situation has been handled. I can provide copies of my communication with AES.
Company Response: Closed with explanation

Timely Response

2018-05-21

Lewisville, TX

Incorrect information on your report

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

Account information incorrect
Complaint: I have a student loan through XXXX XXXX reporting on XXXX, XXXX, and XXXX. The loans are up to date, but are reporting 4 late payments ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). During that time period, the loans were in forbearance as they were prior and after. Ive made numerous attempts to correct the issue through XXXX, XXXX, and XXXX unsuccessfully. Those late payments report are affecting my credit tremendously.
Company Response: Closed with explanation

Timely Response

2018-05-21

Skyland, AL

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

2018-05-21

Chattanooga, TN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: My interest I pay fluctuates each month and typically goes up instead of down. My loans were consolidated years ago on a fixed interest rate. I feel like I am being ripped off by my student loan company AES. I don't think that it has just started. I believe they have been ripping me off for years so that my loans never get paid off. Please help me. See last three month data for examples. Loans Purchased by AES on XX/XX/XXXX Payment Date - XX/XX/XXXX Payment : {$310.00} Bal : {$26000.00} Total Principal Paid : {$100.00} Total Interest Paid {$210.00} Total Late Fees : {$0.00} Unsub Consol Loan Principal Paid : {$38.00} Interest Paid : {$79.00} Subsid Consol Loan Principal Paid : {$64.00} Interest Paid {$130.00} Payment Date - XX/XX/XXXX Payment : {$320.00} Bal : {$26000.00} Total Principal Paid : {$180.00} Total Interest Paid {$140.00} Total Late Fees : {$0.00} Unsub Consol Loan Principal Paid : {$67.00} Interest Paid : {$53.00} Subsid Consol Loan Principal Paid : {$110.00} Interest Paid : {$89.00} Payment - XX/XX/XXXX Payment : {$320.00} Balance : {$26000.00} Total Principal Paid : {$190.00} Total Interest Paid {$120.00} Total Late Fees : {$0.00} Unsub Consol Loan Principal Paid : {$73.00} Interest Paid : {$48.00} Subsid Consol Loan Principal Paid : {$120.00} Interest Paid : {$80.00}
Company Response: Closed with explanation

Timely Response

2018-05-21

Akron, OH

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: Student loan payment went up 250 % ( from {$59.00} to {$140.00} ) with an increase of {$3500.00} in AGI. I am unable to pay this larger amount. I have contacted CFPB, XXXX XXXX XXXX and the US Dept of Education 's Ombudsman about this in XX/XX/XXXX. Having received no communication from any of these three groups, I called the US Dept of Education 's Ombudsman group on XX/XX/XXXX. From there I was told to fax my complaint to the US Dept. of Ed. Ombudsman group and XXXX XXXX XXXX. I received no communication from any group from the fax. ( I have proof of mailing & faxing. ) On Friday, XX/XX/XXXX, I called XXXX XXXX 's ombudsman group and was told I'd get an email in 24-48 hours. I received an email today, XX/XX/XXXX. The email gave me a convoluted formula to calculate a new payment method called the " Partial Financial Hardship '' - which reduced my payment amount by {$1.00} a month. The email did not even mention what my next steps were. I am unable to pay my loan at this new amount- even with the Partial Financial Hardship calculation. I can not appeal or get a real dialog started. In fact, I have no faith in that anyone will read this either and that I'm simply wasting my time filing a complaint.
Company Response: Closed with explanation

Timely Response

2018-05-21

Oak Ridge N, TX

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2018-05-21

Stevenson, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Loans are with XXXX XXXX. Have miscalculated my payments for the Public Service Loan Forgiveness, have not capped interest as a veteran/XXXX XXXX service member and based payments on gross income, not adjusted.
Company Response: Closed with explanation

Timely Response

2018-05-20

San Francisco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: XXXX Dear Consumer Financial Protection Bureau, I am one of the first student loan holders who signed up for PSLF in XXXX. As a XXXX XXXX XXXX XXXX, after paying my loans for 10 years, my loans have been accruing interest and they are growing at an exponential rate. XXXX XXXX is not counting at least 10 months of payments. My loans should be forgiven now, but if I have to pay them for another year the interest on my loans will have accrued another {$20000.00} to {$30000.00}. At this point they are up to {$150000.00}. Over the last three years, my loans have grown from {$110000.00}, to {$130000.00}, to {$150000.00}. What will they be in another year? I am aware that when my loans are finally forgiven, I will have to pay taxes on them as though they were income. The problem started when I went back to XXXX school in the fall of XXXX, when my loans were with XXXX. I did not take out more student loans, but instead charged my tuition to credit cards. When I enrolled in school, my student loans went into automatic forbearance. Once I discovered this, I called XXXX, cancelled the forbearance, and got them to flag my account so that it would not go into automatic forbearance every time I enrolled in a new semester. Then XXXX took over from XXXX, but unbeknownst to me, the flag on my account did not transfer. I continued to make my regular payments every month, but when I called to find out how many payments remained on my account, the clerk told me that the payments I made while my account was in automatic forbearance would not count. In the letter they sent me it says I only made three payments in the year from XX/XX/XXXX, however I made a payment every month the entire year. Then for some reason it says I only make 11 payments the following year. When I signed up for PSLF, I was told that I needed to make 120 payments. I have made 120 payments, but now I am told they dont all count. How could I have possibly known that? Please help me get all my payments counted. It will make a huge difference to the amount I will have to pay in taxes on this income that I will have never seen. Sincerely,
Company Response: Closed with non-monetary relief

Timely Response

2018-05-20

San Jose, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: Dear AES, I am submitting this complaint, as the initial one was not correctly read, nor was it properly remedied. I have attached the updated complaint in a word doc, for better viewing. My apologies ; as unfortunately, I may have provided too much information initially, making it difficult for you to see the big picture, of AES 's cause of the primary problem : for which I seek a fair resolution. Clearly, the information provided earlier was too lengthy - I only went by the written tracking I have, and I have recorded all conversations since XX/XX/XXXX. As a 'Customer, the events that led up to the current situation are unfair, unreasonable, and of no fault of my own ( if they were my fault, I would have simply let it go and taken responsibility by now ). Thank you in advance for your understanding. Warm regards, XXXXXXXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-05-18

Bellevue, TX

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

Student loan: Federal student loan servicing

Problem with personal statement of dispute
Complaint: My school loan from XXXX XXXX XXXX XXXX was supposed to be in forbearance for twelve months. However, they had been in repayment status because a six month forbearance was applied. During the time of repayment, I never received correspondence from XXXX XXXX. It was not until I applied for a mortgage that it was brought to my attention I was over 90 days late on a XXXX XXXX payment and my loans were no longer in forbearance. I never once received a phone call, email or letter regarding the repayment status of my loan. My monthly payments are only {$50.00}, the cost of the monthly payment is not the issue. Since XX/XX/XXXX, on several occasions, I have tried to work out this issue with XXXX XXXX XXXX. They applied a retroactive forbearance to my loan, which covered the dates that were reported 90 days late on my credit report. I have written two letters and been in contact with several XXXX XXXX representatives requesting a goodwill adjustment to my credit report with all three credit bureaus and XXXX XXXX keeps denying the request. A goodwill adjustment is allowed one time by the U.S Department of Education, but XXXX XXXX to denies the request every time. I tried to resolve this issue by taking another route and dealing directly with all three credit bureaus. I requested written letters from XXXX XXXX XXXX showing all the dates of my forbearance, include the retroactive forbearance that was applied to my loan. If I can show proof to the credit bureaus, they will make the adjustment to the reported 90 day late. On XX/XX/XXXX, I was told on by XXXX XXXX that it would take 7-10 business days for me to receive the documentation. As of XX/XX/XXXX, I still have not received this correspondence from them, they have yet to provide me with the information I need to clear up this matter with the credit bureaus. I have never once had a late payment with XXXX XXXX XXXX and have no late payments on my credit report over the past ten years. It is crucial that I get this fixed as it may hurt my chances with potential employers, and has already stopped me from getting a mortgage. As of today, XXXX XXXX XXXX is still not complying with any requests and continues to refuse a one time goodwill/credit adjustment. They are making this process impossible.
Company Response: Closed with explanation

Timely Response

2018-05-18

Patterson, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My student loans were in repayment status from XX/XX/XXXX through XX/XX/XXXX. I made payments during this timeframe, however, I was told that the payment did not qualify for PSLF because they were in deferment. This is not accurate. My student loans were also in repayment status from XX/XX/XXXX through XX/XX/XXXX. I made payments during this timeframe. I was told that the payments did not qualify for PSLF because the loan status was deferment. This is not accurate.
Company Response: Closed with explanation

Timely Response

2018-05-18

Greenwood, WA

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

2018-05-18

Greenwood, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: OnXX/XX/XXXXI received an automated text from my loan servicer, saying that I had missed my payment. I was alarmed because I have my payments on automatic debit from my checking account. My payment comes out on time, every time. So there is no way I would have missed a payment, as the loan servicer, XXXX XXXX, had just taken money out of my account on XX/XX/XXXX I immediately called them and asked what was going on. Apparently a representative had entered my account, due to the fact that I'm on the Public Service Forgiveness Program, and messed something up which caused my account to show as being delinquent. I as assured by the customer service rep that this would be fixed and to call back in a week. I called back a week later, and it wasn't fixed. Now, I'm getting email alerts that my account is delinquent by 19 days. It's also reflecting on the monthly billing statement and it's showing on the website as well.
Company Response: Closed with explanation

Timely Response

2018-05-18

Houston, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: InXX/XX/XXXX I XXXX XXXX started work at XXXX XXXX XXXX. During the first year of work I applied for the Public Service Forgiveness Program through XXXX XXXX XXXX. During the application process I was asked to have my employer fill out forms stating that they were a non-profit organization. These forms were sent to XXXX XXXX XXXX who also reviewed application and approved it. I worked at XXXX XXXX XXXX from XX/XX/XXXXto XX/XX/XXXXand within those calendar years I consistently paid the amount that was set by XXXX XXXX XXXX. OnXX/XX/XXXX I received a letter in the mail stating that all of my qualifying payments while I was employed at XXXX XXXX XXXX was being revoked and approval reversed. I called in to XXXX XXXX XXXX to inquire on why I was being notified 8 years later that XXXX XXXX XXXX was not a qualifying facility. I spoke with a initial service rep who was very polite and sympathetic towards issues. She then transferred me to a Public Service forgiveness program manager who was not in any way shape or form polite nor understanding. I then began to explain the situation to her. I followed up by saying this process requires approval by XXXX XXXX XXXX and XXXX XXXX XXXX. I asked how did they miss this for 5 years. She then stated " Sir I was not the one taking care of or approving this loan program. If you could have that employer write a letter stating that they are non-profit then we would review it. '' I then said I get that, but the only one who is suffering here is me and my family. She continued to demonstrate no signs of sympathy or understanding. I then apologized to her, stating that if I sound rude it is not meant towards you. She said nothing and stated that I could send in my complaint via fax or online. Still no sympathy nor compassion from her. I submitted a application every year and XXXX XXXX XXXX department continued to approve it. This is not right at all. XXXX XXXX XXXX and XXXX XXXX XXXX dropped the ball on this one and they need to own it. Customers should not suffer because they are not reviewing applications appropriately. 8 years are you kidding me!
Company Response: Closed with explanation

Timely Response