AES-PHEAA

2018-05-07

Washington, DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: When I left for the XXXX XXXX in XX/XX/XXXX, the XXXX XXXX submitted paperwork to the Department of Education reflecting my status. At the same time I submitted paperwork to my my loan holder requesting ( for the second time ) to be placed on an income based repayment plan, as well as an application for public service loan forgiveness. Around XX/XX/XXXX I started receiving emails that I was close to defaulting. I reached out to XXXX XXXX several times requesting the status of my several applications. Throughout XX/XX/XXXX I corresponded with XXXX in an attempt to update them and continue to apply for PSLF and ICBR. Every application I submitted was denied, generally on the ground of not providing enough documentation, even though I sent a certified letter from the XXXX XXXX, as well as evidence of my living stipend as evidence of my income. When I returned to the US in XX/XX/XXXX I was still close to defaulting so I made one large installment and put in a forbearance request. I made contact with XXXX several times throughout XX/XX/XXXX to try and sort out the applications. I was told the XXXX XXXX did not notify the Department of Education about my status, even though this is standard operating procedure for XXXX XXXX. Over the phone I asked for a new application, and for PSLF to be retroactive and take into consideration my over 4 years of volunteering with XXXX XXXX and XXXX, as well as my current status as a XXXX. Multiple customer service representatives ( including XXXX ID # XXXX and XXXX ID # XXXX ) refused to work with me, including hanging up calls, being rude, and refusing to entertain requests for further information. Throughout this exchange XXXX continued to send correspondences to addresses I do not live at, despite emailing them multiple times to update my address, and despite the XXXX XXXX sending the Dept. of Ed information about my status abroad. My requests for address changes were ignored and receipts of my applications, and their rejections, as well as my proximity to default were all sent to Maryland, even though I lived in XXXX and my former landlord kept sending the letter back with a label saying my forwarding address was XXXX XXXX. At present, I still do not have PSLF nor am I on a ICBR Plan, despite having served as a volunteer at currently at a 501 ( c ) ( 3 ) for almost 5 years.
Company Response: Closed with explanation

Timely Response

2018-05-07

Lk Buena Vis, FL

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

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

Problem with personal statement of dispute
Complaint: During XX/XX/XXXX was out of school for 7-8 months. Was unable to pay XXXX {$600.00} amount that had left deferment in XXXX/XXXX. Went back to school a month after I was notified of amount needing payment ( XXXX ) and loans all re-entered deferred status. I am now out of school and have made the following payments : XX/XX/XXXX Payment {$30.00} {$26000.00} XX/XX/XXXX Payment {$30.00} {$26000.00} XX/XX/XXXX Payment {$30.00} {$26000.00} XX/XX/XXXX Payment {$30.00} {$26000.00} XX/XX/XXXX Payment {$30.00} {$26000.00} XX/XX/XXXX Payment {$30.00} {$26000.00} XX/XX/XXXX Payment {$30.00} {$26000.00} XX/XX/XXXX Payment {$30.00} {$26000.00} XX/XX/XXXX Payment {$34.00} {$26000.00} XX/XX/XXXX Payment {$270.00} {$26000.00} I am asking that the 2 missed payments that are showing as 120 days late for every semester of loans ( 9 semesters total ) are removed from my credit report. I have reached out to the Pennsylvania Higher Education Assistance Agency, submitted a credit dispute, asking to reduce or remove those reports, and was denied. I was not asking for a removal of payment, just removal from credit reporting. Submitted a dispute with XXXX in the past, XX/XX/XXXX with no resolution from agency
Company Response: Closed with explanation

Timely Response

2018-05-07

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I work for the XXXX XXXX XXXX XXXX. I have been repaying Parent Plus Loans since XX/XX/XXXX that were taken for my XXXX daughters to attend college. How FAFSA works you only receive funds/loans per year per child.. I applied for Public Service Student Loan Forgiveness after 10 years of being employed by a XXXX XXXX XXXX XXXX and applied for loan forgiveness in XX/XX/XXXX. My application was denied because the loan company stated since I consolidated the loans in XX/XX/XXXX ( at their suggestion after I asked them how might I make it easier for with how FAFSA and Parent Plus works -- you incur loans per child per year and I was making about 6 to 7 payments writing 6 or 7 checks every month for the loans I might add ) that I did not have the qualifying 120 payments and that my " forgiveness '' would take place AFTER making the payments from XX/XX/XXXX, and at that point my loan would be paid off, and I would receive zero forgiveness. I asked if there was an appeal to this as I was misinformed when the suggestion was made by XXXX XXXX to consolidate multiple loans that I had incurred as a parent. I am upset and frustrated and am being denied what I am entitled under the federal Loan forgiveness act because of some " technicality '' they imposed.
Company Response: Closed with explanation

Timely Response

2018-05-07

Coral Gables, FL

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-05-07

AL

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: I have been attempting to get my payments to a manageable amount for loan sequence three. I have been reaching out to servicer AES who said they have contacted XXXX but have not heard anything back. This has been going on since XX/XX/2017. XXXX has acknowledged they have received the request in a previous complaint but have yet to respond. In the meantime my credit is being hurt due to them not responding. I am attempting to pay the debt I just can not afford the current payments.
Company Response: Closed with explanation

Timely Response

2018-05-07

Knoxville, TN

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

2018-05-07

Everglades National Park, FL

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

2018-05-07

South Florida, FL

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I am writing to complaint about XXXX XXXX 's servicing of my student loan. Since XXXX of 2018, I have been trying to apply for an Income Based Repayment Plan ( " IBR '' ) with XXXX XXXX. I have submitted more than 4-5 IBR applications. I have spent countless hours calling and speaking with the XXXX XXXX XXXX staff, looking into the status of the IBR applications, completing and submitting additional IBR applications, or trying to locate previously submitted IBR applications. Each of my calls and document submissions are noted/recorded in their system. I have been told countless time that they have everything they need, the application is complete, and to wait 7-10 business days for a response. Every time I call back in to check in on the status of my IBR application ( s ), I am told that they either cant find it, I have to check a different box than the employee directed me to check, or they do not know the status and to resubmit. It has been almost 6 months and I have no idea what is going on. This is causing me much stress and anxiety to say the least. This may also be causing accrued interest to capitalize on my loan. If the latter is also the case, this has not been disclosed to me and I hope it is not because that would mean that I am being punished for XXXX XXXX 's failure to properly and timely review the IBR application, and failure to manage its document collection system. I need the CFPB 's assistance as my calls and requests for assistance are being ignored.
Company Response: Closed with explanation

Timely Response

2018-05-07

Leeton, UT

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: I attended XXXX XXXX College in XX/XX/XXXX. The loan was in the amount of {$5000.00}. The loan was paid in full in XX/XX/XXXX to XXXX XXXX XXXX in XXXX, NY. I just received my latest credit score from XXXX and its showing a student loan in the amount of {$18000.00} that was opened in XX/XX/XXXX. I've been living in XXXX XXXX, Utah since XX/XX/XXXX. I have never took out any student loans in XX/XX/XXXX nor do I know anything about the loan. If you have any proof of the student loan in question please mail the information to me at the below address. XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Utah XXXX.
Company Response: Closed with explanation

Timely Response

2018-05-06

LA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: It shows that i am 120 delinquent on my payment but im not. I am up to date so i would like it to change on my report.
Company Response: Closed with explanation

Timely Response

2018-05-05

Green Valley, NV

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

2018-05-04

GA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I originally had multiple loans serviced by AES. I have always paid on time and have never been delinquent. In XX/XX/XXXX all but one of my loans serviced by AES were transferred to XXXX. My automatic payment was already processing to AES which included the payment to loans now serviced by XXXX. Before they were due in XXXX, I emailed AES on XX/XX/XXXX to request {$720.00} of the {$800.00} payment forwarded to XXXX to cover the loans they are now in charge of. I recieved the following confirmation from AES : " Thank you for contacting American Education Services ( AES ). A request has been submitted to have only {$720.00} of the {$800.00} payment forwarded to XXXX. Please allow up to ten business days for this request to be processed. '' As of XX/XX/XXXX, no payment has been forwarded from AES to XXXX, and we are well past the 10 business day timeline they committed to in XX/XX/XXXX. I have been in contact with Navient multiple times to explain the situation throughout XX/XX/XXXX and they have our conversations documented ( so do I ). I am now trying to pay just my XXXX loans for XX/XX/XXXX but they won't allow me to pay unless I pay both XXXX an XX/XX/XXXX, which is a substantial amount for me. I don't know what to do.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-04

Midlothian, VA

Struggling to repay your loan

Student loan: Private student loan

Can't temporarily delay making payments
Company Response: Closed with explanation

Timely Response

2018-05-04

Midlothian, VA

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

2018-05-04

Peoria, AZ

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

2018-05-04

Copper Center, AK

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

2018-05-04

MO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I was enrolled as a full-time student earning my XXXX. at the XXXX XXXX XXXX for 8 years. I borrowed $ XXXX in Federal student loans. I have worked for non-profit safety-net health facilities and medical schools since XX/XX/XXXX. I transferred and consolidated my loans in the XXXX XXXX XXXX XXXX XXXX as soon as I found out about the program, approx XX/XX/XXXX. My lender was AES in PA. In XX/XX/XXXX my debt transferred to XXXX. My payments were often beyond what I could afford, I asked for forbearance or deferment several times over the years. I have been paying between {$170.00} and currently {$650.00} a month for my student loans since XX/XX/XXXX. I now discover that I HAVE ONLY MADE 3 QUALIFYING PAYMENTS toward the 120 payments required for loan forgiveness. This is a bait and switch and a slap in the face. If this program is intended to reward public service, it is a failure. If this is intended to assist those who choose public service, it is a failure. Someone, I don't know who is profiting GREATLY from my payments and in exchange, I am receiving nothing. There is no appeals process and no room for renegotiation. It would be reasonable to examine how much I would have paid under the " correct '' type of consolidation compared to how much I have paid and tell me the difference, if any, in order to pay the required amount to qualify for forgiveness. The Employment certification form OMB no. XXXX exp Date XX/XX/XXXX states that 4 different repayment plans [ REPAYE ; PAYE ; IBR or ICR ] qualify for this program which is also confusing.Becuase I am being told that only IBR qualifies?! As it stands I have probably paid back $ XXXX of the original $ XXXX but I am being given credit for less than $ XXXX in qualifying payments! My balance owed on these loans is about $ XXXX. Their horrendous customer service is motivating me to see how I can pay this off and prevent them from making any more money off of me. This is my second largest bill every month and I am treated like a thief when I call them. I don't know if it makes sense for me to stay with this program or perhaps I should just try to get a lower monthly payment with one of their other payment plans and forget forgiveness, although it appears the others DO qualify, despite what I am being told? I need an advocate to help me understand this and fight for me but I doubt one lawyer would stand a chance. Thank you.
Company Response: Closed with explanation

Timely Response

2018-05-04

Carol City, FL

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-05-04

Springboro, OH

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

2018-05-04

August F. Haw, CA

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

2018-05-04

Gastonia, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: To Whom It May Concern : My loans, which were initially with servicer XXXX, were set for repayment in XX/XX/XXXX. I signed up for an income base repayment option at this time ( I was in XXXX ). In XX/XX/XXXX I entered into a Public Service Loan forgiveness program and my loans were transferred to XXXX XXXX. This company was suppose to back track my qualifying payments and count them toward my forgiveness ( The XXXX that I was working at was non-profit and qualified ). Unfortunately, this was never done. I called several times and submitted several complaints. They state they have my file and it is in the process of review. They state ; however, that there is no one who reviews these cases. They can not direct me to a manager or reviewer. They acknowledge over the phone that these months should count, but have failed to correct my qualifying payment number. This has been ongoing for 9 months. I would like the months of XX/XX/XXXX-XX/XX/XXXX to count toward my total number of qualifying payments under PSLF. Thank you for your time, XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-05-04

VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: CFPB, I believe that the Pennsylvania Higher Education Assistance Agency ( PHEAA ) through XXXX is failing to adhere to 34 CFR 685.209 in calculating monthly payments under the Revised Pay As You Earn ( REPAYE ) program. I have provided them with a XX/XX/XXXX tax return, which contains my IRS calculated AGI and would result in a REPAYE payment of around {$300.00} per month. Nonetheless, they have on various occasions refused to review that IRS documentation and have insisted on relying on pay stubs to calculate my payment, which they have most recently calculated at {$390.00}. On XX/XX/XXXX, I received an official email from XXXX stating that my monthly payment would be {$300.00} only to receive another email a day later stating the payment had been recalculated to {$490.00}. I have already reached out to the Office of Consumer Advocacy at Pennsylvania Higher Education Assistance Agency ( PHEAA ) and XXXX at ( XXXX ) XXXX stated that he agreed that per 34 CFR 685.209 my payment should be {$300.00}, but he appeared unable to have the payment correctly recalculated. For reference 34 CFR 685.209 states the following : ( 2 ) Terms of the Revised Pay As You Earn repayment plan. ( i ) The aggregate monthly loan payments of a borrower who selects the REPAYE plan are limited to no more than 10 percent of the amount by which the borrower 's AGI exceeds 150 percent of the poverty guideline applicable to the borrower 's family size, divided by 12, unless the borrower 's monthly payment amount is adjusted in accordance with paragraph ( c ) ( 4 ) ( vi ) ( E ) of this section. As shown in my XX/XX/XXXX tax return, I have an AGI of {$54000.00} which would result in a monthly payment of {$300.00} for me.
Company Response: Closed with explanation

Timely Response

2018-05-04

New Lenox, 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

2018-05-03

Coosada, AL

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

2018-05-03

NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Synopsis : XXXX adjusted my REPAYE monthly payment inappropriately early by 2 months inappropriately, which will cost me > {$1000.00}. XX/XX/XXXX : I consolidated a few of my loans to make them eligible for PSLF in XX/XX/XXXX XXXX {$32000.00} ) and transferred the rest of my loans ( already eligible for PSLF ) to MyFedLoan, which was completed on XX/XX/XXXX ( {$110000.00} ). XX/XX/XXXX - IDR payment ( {$160.00} ) was applied to my non-consolidated loans only XX/XX/XXXX - Interest was capitalized for my non-consolidated loans although it's not clear why because my loan repayment plan did not change and I paid the same monthly payment of {$160.00} on XX/XX/XXXX XX/XX/XXXX - Make a monthly payment of {$530.00} ; this payment inlcude the {$160.00} for my non-consolidated IDR amount plus {$100.00} & {$260.00} for my consolidated loans. The increase in payment amount for the consolidated loans was explained to me as being a requirement for switching from IBR to REPAYE. XX/XX/XXXX - Interest on the 2 consolidated loans is capitalized XX/XX/XXXX - Interest is capitalized on the subsidized consolidated loan ; unclear why XX/XX/XXXX - Two payments for the REPAYE plan are made - {$46.00} & XXXX ( Total {$200.00} ) ; unclear why this payment was listed as 2 separate payments XX/XX/XXXX to XX/XX/XXXX : 12 payments of {$200.00} made on autopay ( dates listed below ) - XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX : IDR payments begin under the REPAYE plan and remain the same until I recertify my income in early XXXX XXXX ie, I paid the same amount from XX/XX/XXXX to XX/XX/XXXX XX/XX/XXXX : Payment recalculated based on new income certification and letter sent from XXXX stating that the " new monthly payment is effective for all payments between XX/XX/XXXX and XX/XX/XXXX '' XX/XX/XXXX : Payment recalculated based on new income certification - changed to {$330.00} XX/XX/XXXX to XX/XX/XXXX : 10 payments of {$330.00} - XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX : XXXX sends a letter reminding me income certification is coming up soon. States that it must be completed by XX/XX/XXXX or my payment on XX/XX/XXXX will increase to {$1800.00} XX/XX/XXXX : I receive an email letting my know an upcoming payment is coming due. The payment has unexpectedly increased to {$1500.00}. XX/XX/XXXX : I call customer service to understand what occurred. I speak to 3 separate customer service representatives, who all have varying explanations. Finally, the supervisor explains that 2 of my loans ( the consolidated ones ) are on a different income verification schedule than the others and that I needed to recertify prior to the end of XXXX for those 2. Because I didn't my payment for those 2 loans went to the 10-yr amount for the XXXX payment. I present her with the letter from XX/XX/XXXX that states I only need to recertify by XX/XX/XXXX and she responds that was a glitch in the system and that there are 2 loans that need to have income certification earlier but she states that their system is not designed to include the earlier deadline. I also point out that my payment was the same through XXXX of the previous year, that my income was certified in XXXX, and is only required once per year, but she still states that those 2 loans are on a different schedule. As " resolution '', they are submitting may issue to their compliance department. In the meantime they instructed me to not make the payment of {$1800.00} and wait for the compliance departments response, which can take up to 60 days. They say that is okay because they don't report to the credit bureau 's until 90 days and if the payment is corrected they will backdate it so that I'm not delinquent. Post XX/XX/XXXX - I completed my income verification and my payment amount was recalculated. However, on XX/XX/XXXX I received a letter saying my REPAYE had been recalculated and would be applied starting XX/XX/XXXX. My new bill for XXXX reflects this recalculation although my previous certification was applicable through XX/XX/XXXX and so should not be applied until the XX/XX/XXXX. Depending on the outcome of the compliance department decision, they may be requesting that I pay an extra {$500.00} ( {$830.00} - {$330.00} ) for the month of XXXX and possibly the month of XXXX. In total that is > {$1000.00} for the 2 months.
Company Response: Closed with non-monetary relief

Timely Response