AES-PHEAA

2018-04-26

Elmer, LA

False statements or representation

Debt collection: Federal student loan debt

Attempted to collect wrong amount
Complaint: In XX/XX/XXXX I started a Business school and took out a Student loan through XXXX XXXX ( I think the 3rd word was XXXX ). The school closed 1 week after they cashed the check. The loan was for XXXX. I never went to school and after never hearing from them, I was asked to start paying back in about XX/XX/XXXX. My current husband and I had our Federal Taxes withheld to pay for this 4 times totaling more than XXXX. In XX/XX/XXXX the loan was sold to XXXX and they were paid at least 1 year at XXXX/mo and a Federal income tax check of over {$800.00}. All of a sudden XXXX is showing the amount due as {$4800.00}. In XX/XX/XXXX, the loan was sold to XXXX XXXX XXXX with a balance of {$4200.00} and I didn't have to pay anything because I didn't have a job and they said they wouldn't use my husband 's income because he wasn't responsible for this debt prior to knowing him. Now XXXX XXXX XXXX wants $ XXXX/month because I have a job and make about XXXX/month. I wouldn't mind paying off the loan right now if it was just the original amount. We've paid more than the original amount and fees, but none of it has ever been credited.
Company Response: Closed with explanation

Timely Response

2018-04-26

New Orleans, LA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been employed in XXXX XXXX since XX/XX/XXXX( FEMA ) and have been paying my qualifying student loan every month using Income Contingent Repayment or Income Based Repayment plans since XX/XX/XXXX. I have paid every month and my loan is in good standing. I meet the two qualifications for the Public Service Loan Forgiveness ( PSLF ) Program ( 120 monthly payments and working for qualified employer ), yet I was denied. My employer was determined to be qualified. XXXX is not counting my long history of on time loan payments with my previous two servicers. I have attached a data pull from NSLDS on my loan showing this and I have attached XXXX 's loan payment data. DESCRIPTION OF QUALIFICATIONS - PAYMENT HISTORY AND ELIGIBLE EMPLOYER 1 - I have made 120+ qualifying payments >Between XX/XX/XXXX and XX/XX/XXXX. Consolidated loans in XX/XX/XXXX with XXXX XXXX XXXX , XXXX XXXX XXXX. Began payment as ICR, then switched to IBR. Maintained loan in good standing by paying every month, made 53 payments after XX/XX/XXXX. >Between XX/XX/XXXX through XX/XX/XXXX. Loan held by XXXX, a XXXX XXXX XXXX Servicer. I paid every month, note several short ( <30 day ) deferments while XXXX worked out the yearly amount for IBR payments. Record of 65 payments made to XXXX attached. > From XX/XX/XXXX through present. Loan switched to XXXX after requesting PSLF. To date, made 8 payments. 2 - I am a full-time employee at a XXXX XXXX ( XXXX ) from XX/XX/XXXX through present, when I made each of the qualifying payments CORRESPONDENCE DATES : >Submitted Employment Certification Form to XXXX in XX/XX/XXXX. >XXXX received my Application for PSLF XX/XX/XXXX >XXXX denied my Application for PSLF on XX/XX/XXXX. Denial based on not eligible yet because I have not yet made the required 120 qualifying payments XXXX acknowledged 8 qualifying payments, only the payments made to XXXX. Qualifying Payments = payments made during periods of qualifying employment that your employer has certified via an Employment Certification Form.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-26

Seneca, SC

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: XXXX XXXX XXXX has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Closed with explanation

Timely Response

2018-04-26

Clarkesville, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I am a XXXX XXXX in a low income, XXXX XXXX XXXX. This is my 22nd year of XXXX, and I still owe a tremendous amount on my student loan. My qualifying employment begin date was XX/XX/XXXX. In XX/XX/XXXX I went on what I was told was a repayment plan that would qualify for Public Service Loan Forgiveness. I've been working now for four years under that assumption. I contacted my provider and was told that I have NOT been using one of the correct plans, and there could be no resolution of the problem. My retirement date should be XX/XX/XXXX and I will definitely have been making the XXXX monthly payments on time as I do and have done every month. I was told that my loan balance would be forgiven in XX/XX/XXXX, and now everything is a mess because they say that I CHOSE the incorrect plan. Please help me. I am XXXX years old, and I don't think I should have to start my 10 years of repayments over again. I am convinced that I signed up for the correct repayment plan.
Company Response: Closed with explanation

Timely Response

2018-04-26

Carson, MS

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with non-monetary relief

Timely Response

2018-04-26

Paragould, AR

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

2018-04-26

Arco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I was speaking with a representative after I discovered an error. I used the loan payoff calculator on the XXXX website to pay off the balance of three of my loans. When I checked the next morning there was still a balance. After speaking with them they admitted a mistake and were submitting a request to get the payment reapplied to remove any balance that I had. However that got me thinking, what else have they messed up? I called furiously requesting them to review my account in whole which they said takes a while. Only takes 1 day for them to take the money out of my account, how convenient. Anyways I called back and started asking about how they calculate interest and how many days are included. Using the sample of my payment on XX/XX/XXXX they said it was 29 days. My last payment had been on XX/XX/XXXX. The employee said I paid 29 days of interest for the XX/XX/XXXX payment and 32 days of interest on my XX/XX/XXXX payment. But insisted that the XXXX wasn't included twice. When you calculate the days, 29 days worth of interest payments for my XX/XX/XXXX payment would include XX/XX/XXXX. Additionally, 32 days of interest payments for my XX/XX/XXXX payment would include XX/XX/XXXX as well. I believe they are doubling up and adding additional days of interest to each payment received. I am going to calculate on my own, but wanted to send this to you just in case you have seen this in the past. Hopefully all of this made sense and it wasn't just me rambling for two paragraphs. Thanks for the help!
Company Response: Closed with explanation

Timely Response

2018-04-26

Five Points, NC

Incorrect information on your report

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

Account status incorrect
Complaint: The student loan representative promised for there fee of XXXX a month my loan payment would be reduced and no interest for three years would be charged to my account. In addition the consolidation was at 7.5 % which I assumed would start XX/XX/XXXX. At the end of the three years of no interest. My loan was given to XXXX and the representative reported that he was with the student loan company ; NOT ; XXXX XXXX and they indicated they dont use third party companies to get there loans consolidated. Soon afterwards, I received a bill from XXXX and XXXX XXXX for XXXX in XX/XX/XXXX. I checked to day after making 5 payments to XXXX XXXX XXXX and owe more then I did when I started to pay them. The account is showing and listed as a CREDIT CARD on my credit report and now showing that I am late. I never applied for a credit card with this scam company!!! The representative stated today ; that a payment in XX/XX/XXXX was not received and they JUST posted that the account is late ; and NOW I owe them {$150.00} in late fees and plus the monthly FEE. How is this company still in business with ALL of the negative business practices that they are currently doing. Who can I contact for legal advice ; I was in the process of buying a house and my credit score just dropped 30 points today XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-04-26

Astrodome, 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 non-monetary relief

Timely Response

2018-04-26

Boston, MA

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

2018-04-25

Austin, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: My loan was transferred to XXXX XXXX based on that I applied to the XXXX. I was not told that my graduated plan didn't fit the criteria, from XXXX XXXX. However, they both think it was the others neglect not to tell me. However, both of those transfers went through the Dept. of Ed.
Company Response: Closed with explanation

Timely Response

2018-04-25

Axson, GA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: Im a co-signer on a loan with AES and tried to get co-signers relief and was told that 48 months of on time payments had to be made. WTH? 4 years of on time payments when most companies on require 12 months. The customer service reps are rude and they only look to ruining your credit. I cant afford to pay for someone loan due to having to pay for my own along with my other bills. This person now has a job and has been had a husband. Im divorced with XXXX kids I have to take care of of and its a hardship on my to continue to be a co-signer. My credit is being ruined that I worked so hard to maintain by someone else and its totally not fair. I personally think I have been added to some other loans this person has with them that I dont have any affiliation with. I want them to send me the contract that I signed to be a co-signer because personally, I dont recall signing one.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-25

Guttenberg, NJ

Written notification about debt

Debt collection: Private student loan debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-04-25

Chicago, IL

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: MY RESPONSE TO XXXX RESPONSE ( I've pasted my initial complaint and XXXX 's response below ) : This is incorrect. Just because XXXX XXXX doesn't have my second application on file doesn't mean that it was never sent. The email screenshot dated XX/XX/XXXX I included in the initial complaint, as far as I'm concerned, is proof and confirmation that XXXX received my second application and simply needed my paystubs which I sent. Your response indicates that XXXX received my application from XX/XX/XXXX. The email from XX/XX/XXXX ALSO indicates that my second application was received which I actually sent on XX/XX/XXXX. Furthermore, the email from XX/XX/XXXX only stated that I needed to submit paystubs. Why does it only say that I needed to submit paystubs? Perhaps because I already submitted an application with missing paystubs, which then executed your system to reach out to me notifying me of the missing information. If I didn't submit a second application on XX/XX/XXXX, why would your system send me an email notification of an application from XX/XX/XXXX when that application has already expired? I was placed into forbearance and then accrued late payments, but I NEVER should have been in this situation had XXXX processed my application. I submitted a COMPLETED application in XXXX of XXXX and I submitted an application in XXXX of XXXX along with my income documentation. Please look at the email attachment dated XX/XX/XXXX. It clearly states that XXXX is unable to process the ( submitted ) application because an income documentation was not submitted. XXXX obviously received a second application without income documentations which then XXXX notified me of the missing documentation which I then sent and XXXX currently has on file. Where did my application go? XXXX INITIAL COMPLAINT MADE ON XX/XX/XXXX : On XX/XX/XXXX, I submitted an application into XXXX XXXX to enroll in the IBR program. A few days later, I was notified that I needed to submit my paystubs as income documentation. I did receive a response. One XX/XX/XXXX, I resubmitted a brand new application into XXXX for the IBR program via fax along with my pay stubs. One month later, on XX/XX/XXXX, I received an email from XXXX XXXX that they've " received your request for an Income-Driven Repayment ( IDR ) plan. Unfortunately, we are unable to process your application at this time because your request was not complete. You didn't provide complete income documentation. '' A few months later, due to very arduous life circumstances, I was not able to give my full attention to my XXXX account and was not discerning of XXXX 's recommendations. I simply assumed they had my best interest. I called XXXX XXXX and they persuaded me to apply for the forbearance program. Naively, I complied and was approved. When my forbearance ended, I accrued a number of late payments and was never informed by XXXX that I could receive forbearance again. I was approved for a second forbearance and then unknowingly accrued a few more months of late payments. None of this would have occurred had I been on the IBR/IDR plan to begin with, but XXXX was negligent in processing my application. Today, XX/XX/XXXX, I called to inquiry about my application. They said that they got my pay stubs but never my application. The email XXXX sent me on XX/XX/XXXX stated that they received my application but could not process it because they didn't receive my pay stubs which is completely contrary to what they have on record today. They claimed they MAILED me a denial letter and even another application which I never received. Nevertheless, they lost my application twice. The years I was steered into forbearance, accrued more debt due to interest capitalization, and late payments, I should have been on the IDR program. XXXX XXXX apparently lost my application TWICE and then was able to take advantage of me at the most vulnerable time of my life. *************************************************************************************************** XXXX RESPONSE ON XX/XX/XXXX : The Office of Consumer Advocacy ( OCA ) at Pennsylvania Higher Education Assistance Agency ( PHEAA* ) performed a review of your account. Specifically, we reviewed account activity notations, Income Driven Repayment ( IDR ) application records and credit reporting history. From your CFPB inquiry we understand you experienced problems applying for IDR. You stated you believe your account should be placed on IDR effective with your initial application, capitalized interest should be removed, and your credit report should be adjusted. Our review confirms, you submitted an IDR application on XX/XX/XXXX. You were notified that the application was missing proof of income documentation. Copies of your paystubs were received on XX/XX/XXXX ; however, the previous IDR application expired due to being over 90 days since it was received, so you were notified to resubmit the IDR application. The application had not been received and due to non-payment your account became delinquent and was reported as such for the months of XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX you called XXXX XXXX and requested forbearance to bring your account current. When a loan enters repayment following a period of forbearance the borrower is responsible for all interest accrued. Although you are not obligated to pay the accruing interest while your payments are deferred, it is to your benefit. Any unpaid accrued interest will be capitalized ( added to the principal balance ) once the account enters repayment. It is not possible to apply an IDR schedule based on your application submitted XX/XX/XXXX, and our review confirmed the interest capitalizations can not be reversed as they were applied according to loan program procedures. XXXX XXXX received and investigated your complaint concerning credit reporting. The investigation included the review of all relevant account history and documentation, including any information you provided. Based on this review, it has been determined the credit reporting is accurate. For additional inquiries about your student loan account, you can reach XXXX XXXX at XXXX. Their hours of operation are from XXXX XXXX to XXXX XXXX Eastern Time ( ET ), Monday through Friday. No further action is planned by XXXX at this time. *PHEAA conducts its student loan servicing operations commercially as American Education Services and for federally-owned loans as XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-04-25

Bloomington, MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I was attempting to file my annual re-certification for my IBR program with AES, but the online link to the IRS was not functioning. I called in to AES customer service and they said I could file the paper version, but it would take longer and therefore I would possibly receive a bill with the ( exorbitant ) default repayment rate as an amount due ; if that happened, I was instructed to pay the usual amount until I received a bill with the corrected IBR rate. I promptly filed the paper docs, as well as continuing to attempt the online link to the IRS until it finally worked. However, my next bill indeed went from about {$300.00} to over {$1100.00} due, so I checked online at AES and my IBR had completed and was increased to about {$500.00}, so I paid the {$300.00} as instructed and waited to receive a print bill with the new amount listed. The next bill, however, was for nearly {$2000.00}, plus late fees, with a threat of collections. Upon calling in again, I was told that I was late with the IBR papers ( when they should have had records showing I was clearly not ) so I was on the hook. They eventually claimed that I could resolve the issue with a forbearance. They offered no other relief and refused to eliminate the late fees, so I said go ahead. However, what they actually did instead of eliminating the overbilling ( about {$600.00} ) was recapitalize all outstanding interest ( over {$2000.00} ) so they could charge interest on that as well. I don't know if your new boss has managed to gut your ability to handle these fraudsters, but I suspect that's what has emboldened AES to try this stunt. Thanks in advance for any assistance you can lend, but I'm not holding out much hope.
Company Response: Closed with monetary relief

Timely Response

2018-04-25

Mabank, TX

Incorrect information on your report

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

Account information incorrect
Complaint: XXXX has missed payment on my credit but told me it would be corrected due to an issue on their end by sending letters to the old address. Once I caught the error I contacteded them and was told it would be fixed. It has not been fixed and it has been over 6 months. The rep said that they were signing me up for a retroactive payment plan and it would take care of the miss payments because the letter was sent to an old address even though they had the new address. I disputed it and they said the info was correct. I have a recorded call where the rep said the missed payments would be removed because of a mistake on their end. This wasnt my fault and it needs to be corrected ASAP.
Company Response: Closed with explanation

Timely Response

2018-04-25

Wallington, NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I refinanced with XXXX in early XX/XX/XXXX, I have been on an Income Driven Repayment Plan and the Public Service Loan forgiveness plan for the duration. I work as a XXXX. I have called almost every year to challenge their qualifying payments tally which, as of today, is still more than 2 years behind. I receive conflicting information from customer service reps each time I call. Two years ago I was considering a job change and the representative said that as long as I still worked as a XXXX my loan forgiveness track should not be jeopardized. I left a lucrative XXXXl position to work for a small XXXX start up that provides XXXX XXXX for high volume or under served XXXX all over the country. I found out this year that the last 8 months of loan payments I made have not counted because my current employer does not qualify for loan forgiveness. As a small company, it appears, they can not apply for the tax exempt, non-profit status that large, wealthy XXXX enjoy. And so now instead of having about 5 years left of repayment, I have 15 years left of repayment totaling an additional {$250000.00} ( more than a half million in total, not counting the 4 years of repayment to XXXX XXXX before I refinanced in XXXX ). And so as of now the {$180000.00} I borrowed in XXXX in my late XXXX to become a XXXX will cost me more than {$500000.00} well into my XXXX. And now I have to scramble to refinance with another company, or sell my house in order to pay off the remaining {$190000.00} balance -- XXXX XXXX more than I borrowed almost a decade ago, despite consecutive monthly payments. Mine was one of the first XXXX classes forced to enter repayment during residency, so we were all on IDR plans and making payments too low to even cover the interest we were generating on our highest interest loans, so every year our principal balance just kept climbing. And then legislation was passed so that we could no longer write off that student loan interest. My loans continue to cost me {$25000.00} a year out of my take home pay, and now the department of education wants to extend my repayment period an extra decade even though the kind of work I do has not changed nor has my salary. This is money I can't save for retirement, money I can't put away for my daughter so that she never has to struggle with immense student debt like this, money I can't spend on home improvements or family vacations. If we told XXXX students that the penalty for becoming a XXXX was at least a half million dollars paid out over 30 years, I am sure that far fewer American students would pursue XXXX. Which is a XXXX shame.
Company Response: Closed with explanation

Timely Response

2018-04-25

Rochester, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Each year I submit an IBR request to my student loan company, American Education Services. Each year, they tell me it is incomplete because my spouse has not put her federal student loan data into the application. Every year she does. Then they take out an huge payment before it gets fixed. Last year, I got someone involved to deal with the situation. They have done the same thing this year. However, this time, the didnt approve the IBR for the same reason. We were on top of it and got it taken care of. I called and verified it was taken care of. My payment was reduced from the prior year and it was debited out of my account as such. Then, this month, they tell me my IBR was not approved for the same reason. They debited several hundred dollars out of my account that was unexpected causing overdrafts and not being able to pay bills. They tell me I have to resubmit the application for a third time. Yet, they have already approved the IBR plan as evidenced by the changed debit amount from my account for the lost year. I fell they are taking advantage of student loan borrrowers by losing information and telling me I have not done my due diligence when I have. I have done more than what is necessary to ensure my IBR plan. In XX/XX/XXXX, I received a letter to reapply, which I did. My spouse completed her portion. Then they told it was too early. I did it again. My spouse and I entered our PIN numbers in the student loan database so they could have access to it in XX/XX/XXXX. OnXX/XX/XXXX, they stated that they sent a letter denying the request. The payment was too high. I told them they didnt calculate my wifes student loan information. I called and they said they didnt have access to my wifes student loans amounts. On XX/XX/XXXX. They told me to get it in and to call back that they received it. My wife completed the information and onXX/XX/XXXX I calle back to verify. I was told everything was done and my payments would be {$240.00}. This month they debited {$770.00} out of my account and told me IBR wasnt approved. However, my payments the year prior were around {$260.00}. They have now told me they are going to expedite another IBR request to the processing department. They are going to request a refund, which will take up to 30 days. In the meantime, we have bills to pay and no money to pay them. Further, other bills are being automatically debited for which I will receive more overdraft fees. It is worrisome that I go through this every year with them. My wife has an XXXX XXXX and I have a XXXX XXXX. We dont have problems with her student loan company, just AES ability to receive and process paperwork.
Company Response: Closed with monetary relief

Timely Response

2018-04-24

Arco, CA

Incorrect information on your report

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

Account information incorrect
Complaint: They are reporting late payments and they are unable to back up the claim.
Company Response: Closed with explanation

Timely Response

2018-04-24

NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My student loans are currently being services by Pennsylvania Higher Education Assistance Agency. I have had several periods of " qualifying employment '' through the Public Service Loan Forgiveness program. I believe that PHEAA has overcharged me, which results in payments that carry over into the next billing period and result in fewer qualifying payments.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-24

Alafaya, 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

2018-04-24

East Milton, MA

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

2018-04-24

CT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: 1 ) I am contesting that XXXX XXXX does not have my original loan documentation and that if XXXX XXXX can not provide these original documents, I am not bound to contract with XXXX XXXX. 2 ) If my original loan contracts can be produced to me : my account is currently " on hold. '' I am currently waiting ( indefinitely at this point ) while XXXX XXXX processes my request to change my IBR plan to IDR plan. XXXX XXXX is not honoring the 10-day review and processing time-frame. This request began on XX/XX/2018 ( now two months ago ). This is unacceptable. I have had numerous delays in the past. I believe these delays are due to the lack of original loan documentation. Further, XXXX XXXX is not honoring their contract with me to provide me adequate measures for loan repayment. If my original loan documents can be produced by XXXX XXXX, then XXXX XXXX needs to provide me with responsible service and acceptable means for loan repayment.
Company Response: Closed with explanation

Timely Response

2018-04-24

Brooklyn, NY

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-04-24

Detroit, MI

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
Company Response: Closed with non-monetary relief

Timely Response