AES-PHEAA
Consumer Complaints
There are over 9925 complaints on file for AES-PHEAA. Dated between 2019-12-11 and 2012-03-07.
Complaints Page 15
2019-10-02
IL
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Keep getting calls about your loan
Complaint: I submitted my application for the 'Borrower 's Defense To Repayment ' plan over 2 years ago and it is still in " processing '' status despite the fact that I am MORE than qualified to have my loans forgiven AND {$18000.00} in what I've already paid on them reimbursed. The for-profit institution I attended was XXXX so proving they broke the law wasn't hard.
It's bad enough this Secretary of Education is stringing me along and having me believe the program I have no faith in actually reimbursing me will pay out, but it seems now that she's selling students debt info to debt financiers and now my federal loans are being chicken hawked by shady debt goons hoping to put me in more financial ruin. As soon as Secretary XXXX finished her sham legal battles this year ( which ground all repayment programs to a halt ) I started getting student loan forgiveness calls from the 'Student Loan Advisory Board ' which I've requested to stop.
XXXX XXXX is a menace and should be lumped in along with her brother into the current Presidential investigation. I've never experienced anything so insulting and absurd than the way she has treated these programs meant to lift people out of poverty and despair.
Company Response: Closed with explanation
2019-10-02
Forest Hill, VA
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
2019-10-02
Co Spgs, CO
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
2019-10-02
Elkridge, MD
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
2019-10-02
Portland, OR
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Company Response: Closed with non-monetary relief
2019-10-02
Washington, DC
Struggling to repay your loan
Student loan: Private student loan
Can't get other flexible options for repaying your loan
Company Response: Closed with explanation
2019-10-02
Brooklyn, NY
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: Issue 1 Response : We agree that you made a payment of {$260.00} on XX/XX/XXXX and that your due date was XX/XX/XXXX. However, no payment had been received in XX/XX/XXXX. Therefore, the payment received on XX/XX/XXXX needed to be credited toward satisfying the delinquent bill from XX/XX/XXXX. Because the XX/XX/XXXX payment was received more than 15 days after the XX/XX/XXXX due date, it did not count as a PSLF-qualifying payment. Therefore, no qualifying payments were counted for XX/XX/XXXX and XX/XX/XXXX.
Response to Issue 1 : My previous loan servicer ( XXXX XXXX XXXX ) is no longer in existence. When I try to login to prove my XX/XX/XXXX payment, the website is defunct. My bank also does not keep payment records from this far back. Its egregious that they wouldnt count the XX/XX/XXXX payment because they say I didnt pay my XXXX. Paying a XX/XX/XXXX bill on time, but saying its late because its the XXXX payment, is unacceptable. If I needed to pay both XXXX and XXXX to qualify for XXXX, they should have billed me that amount. I actually did this on XX/XX/XXXX, at the advice of XXXX XXXX XXXX, and paid {$520.00} ( 2 months worth ).
Therefore, I request that XX/XX/XXXX be counted and the months worth of EXTRA payment I made on XX/XX/XXXX, at the advice of the loan servicer, be counted for XX/XX/XXXX as I was told.
Issue 2 Response : Your Direct Consolidation Loan transferred to FedLoan Servicing on XX/XX/XXXX ( with an effective date of XX/XX/XXXX ). The financial history confirms that no payments were received from you in either XX/XX/XXXX or XX/XX/XXXX. Therefore, a delinquency existed on the account. To resolve the delinquency after the loan transfer period, FedLoan Servicing applied an Administrative Forbearance to the loan on XX/XX/XXXX. This forbearance status was approved retroactively from XX/XX/XXXX through XX/XX/XXXX to cover the past-due bills. As a result, no qualifying payments were counted for XX/XX/XXXX and XX/XX/XXXX. FedLoan Servicing is unable to address any processing delays that may have occurred prior to its servicing period.
Response to Issues 2 : XXXX XXXX XXXX transferred to FedLoan Servicing, which was completely outside of my control. On XX/XX/XXXX, XXXX XXXX XXXX sent me a notice saying my loans would be transferred and my bill would be XXXX until the loan transfer process was complete. FedLoan themselves say that the loans were officially transferred finally on XX/XX/XXXX. XXXX placed me in administrative forbearance without any choice on my part, and I had no way of even making XXXX or XX/XX/XXXX payments. Saying that they are unable to address any processing delays in unacceptable for people who are attempting to count every payment possible towards loan forgiveness. This was completely outside my control.
Therefore, I request to have the ability to make retroactive payments for XX/XX/XXXX and XX/XX/XXXX.
( Issue 3 Resolved ) Issue 4 Response : On XX/XX/XXXX, you made an online payment of {$390.00}. However, for that month, the monthly installment was only {$350.00}. The payment entirely satisfied the XX/XX/XXXX bill and partially satisfied the XX/XX/XXXX. As a result, only a portion of the monthly installment ( {$320.00} ) remained due to satisfy the XX/XX/XXXX bill. You were notified of this amount, which you paid on XX/XX/XXXX. However, the full monthly installment amount ( {$350.00} ) still needed to be paid in order for the payment to count toward the PSLF program. Therefore, no qualifying payment was counted for XX/XX/XXXX. Regardless of the amount due on the monthly billing statement, please continue to remit the full monthly installment if you wish for it to be counted toward the PSLF program.
Response to Issues 4 : My bank, XXXX XXXX, made automatic withdrawals ( which I signed up through my fed loan servicing ). FedLoan made a mistake when I called and said that my loan recalculation was off, which was why my payment was actually lower than my previous {$390.00}. Its unbelievable that I would pay exactly what my bill says ( and actually pay MORE the previous month due to the fault of Fedloan ) and get penalized for it. Fedloan should have billed me the correct amount, ESPECIALLY when I had automatic withdrawals FROM Fedloan.
Therefore, I request that XX/XX/XXXX be overridden, and that I have the ability to pay the small difference it what they say I still owed for XX/XX/XXXX.
Issue 5 Response : On XX/XX/XXXX, an electronic application was received. You requested the repayment schedule to be changed from the IBR plan to the Revised Pay As You Earn ( REPAYE ) plan. Within eight ( 8 ) business days, on XX/XX/XXXX, the process to remove the account from the IBR plan ( opt-out process ) was initiated. The IBR opt-out process, which was completed in accordance with federal regulations, requires the remittance of a payment under a Standard Repayment plan. If a borrower can not afford the installment under the Standard Repayment plan, then a Reduced Payment Forbearance may be selected. This forbearance option allows a borrower to make a lower payment in order to exit the IBR plan and to change to a different repayment schedule.
Response to Issue 5 : Taking three months to review someones loan information, especially when they are applying for loan forgiveness, is unacceptable and denies me due process. They even said I made the required {$280.00} reduced payment ) on XX/XX/XXXX.
Therefore, I request that XX/XX/XXXX be overridden and be counted towards my qualifying loan payments, and that I have the ability to override and pay for XX/XX/XXXX and XX/XX/XXXX.
Company Response: Closed with non-monetary relief
2019-10-01
Wann, OK
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: A student loan telemarketer called and said she could save me $ 15k - $ 20k on my student loans. All they ended up doing is raising my interest rate and putting me with a new lender.
Company Response: Closed with explanation
2019-10-01
Jacksonville, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: Fedloan is reporting I missed XXXX years with of payments which is untrue. They are reporting the same missed payments over an over and over again. I want proof that XXXX XXXX XXXX has XXXX missed payments from fedloan or remove it from my credit report.
Company Response: Closed with explanation
2019-10-01
Manhattan, NY
Dealing with your lender or servicer
Student loan: Private student loan
Problem with customer service
Company Response: Closed with explanation
2019-10-01
AL
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I contacted FedLoan services about cancelling my account and getting a refund since it was advertised and they said they could cancel the account but could not give me a refund. I contacted them on XX/XX/19 about this. This is a public service forgiveness program and I am not in public service. I can not get enough information as to why I can not and I was not given this information at the set up process. I was unaware I would be out 3 payments of {$180.00} to a total of {$550.00} that I paid. I need a refund and I have nowhere to turn to to get my money back. I just want to dispute the charges made to my bank and get my money back since I will be using my bosses service company to pay back my loans.
Company Response: Closed with explanation
2019-10-01
Harrisburg, PA
Struggling to repay your loan
Student loan: Private student loan
Can't get other flexible options for repaying your loan
Company Response: Closed with explanation
2019-10-01
Arco, CA
Communication tactics
Debt collection: Federal student loan debt
Used obscene, profane, or other abusive language
Complaint: To whom it may concern : Thank you for taking the time to review my complaint and PHEAA. I dont believe they are operating with the best interests of the consumer at heart. I feel they are using abusive tactics to squeeze money out of low income borrowers.
My circumstances are a bit complicated and my story a long one. I appreciate your time and attention in advance.
My student loans are not in great shape. For the past decade, ever since I moved to XXXX. Ive been trying to claw my way out of poverty. In XX/XX/XXXX, after undergoing months of garnishment and payment plans to bring my loans out of default, I consolidated my debt with XXXX. Or so I believed. A month or so after my consolidation was approved, I started getting calls about past due payments from two smaller loans one with XXXX and one with PHEAA. I thought perhaps it took a while to for the consolidation to set in. Then I tried calling all three servicers, thinking it must be a mistake. Each told me I had to call the other, sending me in circles. They insisted they couldnt communicate with each other to help resolve the situation. Not knowing what to do, the situation continued on. Finally, I learned I could see a list of all my loans online. Somehow, two loans I took out in XXXX were not included in the consolidation.
I do feel I need to explain why my loans are a bit confusing. In XXXX, I was displaced by Hurricane Katrina and took out my loans from different sources while I temporarily attended XXXX University. While I know this doesnt excuse my poor handling of the loan, I hope you can see how that might make it hard to keep it all straight when undergoing severe financial hardship.
As soon as I realized the loans werent included, I contacted all three companies to try to sort the situation out. XXXX gave me the quick clear answer that I need to fill out a form to add a loan. XXXX gave me a temporary forbearance, so Im up to date with them for the time being while I sort everything out.
Then comes PHEAA.
On XX/XX/XXXX I gave them a call. When I first got on the phone with an agent, I did my best to explain my confusion and requested to set up a payment plan. His first request was the entire amount of the loan. His lowest offer was still double what my budget would realistically allow me to pay. When I have him my budget, he outwardly scoffed and me and said, We would get more from garnishment.
We would get more from garnishment. Of my own accord, I called PHEAA to do my best to make a bad situation right and Im met with the options of paying more than I can afford or having them take even more out of my paycheck. This hardly seems to be in my best interest.
I asked to speak with his supervisor who basically told me the same thing, so I asked to speak to his supervisor, who told me the same thing.
We can get more from garnishment.
PHEAAs actions tell me that getting their money back at the rate they set is more important than my ability to function in a very expensive city with a wide spread affordable housing crisis. 60,000 people are on the streets and there but for the grace of god go I. Ive been slowly in the process of declaring bankruptcy for about 5 years. Sending the lawyer money when I can. I dont have wiggle room.
But they can get more from garnishment.
After 45 minutes of unrelenting, I talked the guy down another {$30.00} a month less. Still a little less than twice what I can afford, but Ill make it work. I pay the agreed upon amount and it is my understanding that this payment plan takes me out of the threat of wage garnishment.
This was my understanding until today, XX/XX/XXXX. I called PHEAA in order to make my next payment, which I understood to be due on XX/XX/XXXX, please see attached paperwork. The automated system quoted my outstanding balance as {$800.00} more than the paperwork I received in the mail ( approximately {$4600.00}, rather than {$3800.00} ), changed the due date to XX/XX/XXXX and directed me to the wage garnishment division, despite the fact that I am not officially late in any payment in this plan.
It seems to me they were dishonest with me when setting up the payment plan, or I would not have been directed to the garnishment division. It seems even stranger that this loan would see a 22 % increase in a single month, despite my calling before my due date. It seems that their bottom line holds more importance to them than the struggling consumer when it comes to repayment.
Having the loan in garnishment also prevents me from adding it to my major loan consolidation with XXXX.
I know I am not the only borrower struggling with massive amounts of student debt. I feel I was mislead and forced into a corner and I feel this is abusive behavior. Im sure Im not the only person being received with such blatant disregard.
Thanks again for your time and consideration. Please let me know if I can submit any other supporting material.
Sincerely, XXXX XXXX
Company Response: Closed with explanation
2019-10-01
TX
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I recently got married so my income increased ; however, this caused my payment to triple under IDR. On XX/XX/XXXX 19, I contacted FedLoan and spoke with XXXX ( EID # XXXX ), who indicated that if I switched to REPAYE, my payment would only double, which was more manageable. XXXX and I discussed the " required '' month of forbearance where I would have to pay {$5.00} and I asked if there was a way to waive the month of forbearance and have the payment plan go into effect immediately. XXXX said she would request a waiver of the forbearance and have someone contact me to see if my payment plan could go into effect immediately. On XX/XX/XXXX19, I received my next bill from FedLoan indicating I would be billed for over {$1300.00} on XX/XX/XXXX19. Therefore, I contacted FedLoan again on XX/XX/XXXX 19 and spoke with XXXX ( EID # XXXX ) after being on hold for over 15 minutes. I asked XXXX about the status of changing my payment plan and she simply provided canned answers with no real explanations about why it would take at least another payment cycle to process the change in my payment plan. When I asked why I was forced into forbearance for a month, she did not provide any rationale behind the forbearance but simply stated it was required when changing payment plans. I have read the print on my application and understand that it states that but it does not make sense at all. It is obviously FedLoan making it impossible for borrowers to maxmize their payments under PSLF. XXXX was also extremely defensive when I asked questions about why this was taking so long seeing as I submitted the request a month before my next payment was due. She gave curt responses like, " There are thousands of requests received each day and we process them in the order in which they're received. '' XXXX also made an interesting point and said my plan change isn't even looked at until the forbearance is put into place, thereby delaying the process even more. It is absurd that the forced forbearance and new payment plan calculations can't be done at the same time. I am getting close to 120 payments under PSLF but FedLoan seems to be standing in my way more than anything.
Company Response: Closed with explanation
2019-10-01
CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I was recently the victim of an unfortunate situation involving XXXX, FedLoanServicing, and Federal Student Aid ( FSA ). If it is not remedied, it will have drastic consequences.
I was encouraged to complete a consolidation application by FedLoanServicing and XXXX.
As I was attempting to navigate FSAs confusing 22-page consolidation application, I called both XXXX and FedLoanServicing, the only places to get help as FSA does not have humans you can contact.
A person on the phone at XXXX provided contradictory information. I emailed XXXX ( and have the record ) about being frustrated with their inability to explain.
I then called FedLoanServicing specifically to ask about about filling out the confusing digital application. What I was most worried about is that, by consolidating, I would lose 6 years of Income Driven Repayment payments, as the program discharges the loan after 20 years, so long as you keep making the payments. I was ensured me that I would not lose 6 years of IDR payments I had already made towards the loan if I consolidated.
However, despite what FedLoanServicing said, I did lose those years.
I essentially made a paperwork error, due to confusion FedLoanServicing was not able to remedy on the phone. Losing those IDR years will now likely cost me upwards of {$100000.00} as I will now accrue 6 more years of interest at nearly {$40.00} a day, and be indebted for 6 more years of my life.
FedLoanServicing also informed me it was in my interest to consolidate, which it actually was not. It 1 ) hurt my credit and 2 ) It raised my interest rate and 3 ) there was no benefits besides to make things more convenient for the lender. There was no reason for me to consolidate whatsoever, and it ended up costing me dearly. Despite my efforts to do due diligence and find out, I was misinformed on the phone.
When I realized what I had happened, I immediately requested a reversal of the consolidation, but FedLoanServicing initially said I was 3 days too late. They say this because they sent me a digital message titled your consolidation application is almost complete! In that message it said you have ten days to request changes. But since the title of that message did not say it was extremely important, I didnt open it until 3 days too late to understand that an error had been made.
I spent weeks fighting with FedLoanServicing over this. They finally recognized and acknowledged their error, and requested that the consolidation be overturned by the Department of Education, but now the Department of Education is refusing to overturn it. If the servicer acknowledged their mistake, and all that I'm asking for is a reversal due to a paperwork error that I attempted to remedy the instant I found out about it, there is no good reason why I should be victimized to the tune of XXXX by the federal government.
They point to confusing single sentence print in the 22 page application that says that I would lose the years, despite what I was told on the phone.
I really need help getting through to the Department of Education and explaining that the consolidation needs to be overturned.
I believe that FSA 's refusal to overturn the application is arbitrary and capricious particularly because there is no harm to FSA in reversing the consolidation. It is not a fair and equitable result when I have done the best I can to stay on top of and repay these loans per the rules and per the instructions, I received from a servicer that I would be treated in this way.
No American should face $ XXXX punishment from making a paperwork error that they were induced to make by a loan servicer on an automated website for which there is no other human support.
Thank you for your time,
Company Response: Closed with non-monetary relief
2019-10-01
PA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I currently have 12 direct federal student loans, being serviced by Fed Loan Servicing ( AES/PHEAA ). My loans were transferred to Fed Loan Servicing in XX/XX/XXXX. From XX/XX/XXXX until now ( XX/XX/XXXX ), I have worked for two different, qualifying PSLF-employers. Since XX/XX/XXXX, I have made 29 qualifying payments under PSLF. I have been very careful about recertifying my income-based repayment plan each year and re-certifying my employer by sending in an updated form each year. Even though these recertifications are burdensome and force borrowers unnecessarily into forbearance during the time it takes to process them - I have completed them. This past year, it took Fed Loan Servicing 4 MONTHS to complete my REPAYE certification - that is four months that I was ready, willing and able to make on-time, qualifying payments towards my 120 total payments. Instead, now my 10 years of payments will be delayed for an additional four months. If it takes Fed Loan Servicing 4 months to recertify my payment plan each year, I will be forced to pay into PSLF for an additional 28 months - extending my payments into a 12+year period.
I have called Fed Loan Servicing on two separate occasions to ask for a PSLF qualifying payment update - once in fall XX/XX/XXXXand just today, XX/XX/XXXX. I do not trust Fed Loan Servicing or the PSLF program to approve my 120 payments unless I have documentation issued by Fed Loan Servicing saying that I have made X number of payments. This is extremely important to me - I am making life decisions based on the life of these loans, which have compounded ( now over {$300000.00} ) since I completed law school. These loans are affecting my mortgage, my child 's education, my profession and my retirement. I need to qualify for PSLF in as close to 10 years as possible under this program.
My request is that Fed Loan Servicing issue me an updated PSLF qualifying payment update and that recertifications are handled expediently and do not require borrowers to go into forbearance or extend the life of their loan to wait for Fed Loan Servicing to recertify their monthly payment.
Company Response: Closed with non-monetary relief
2019-10-01
Orion Twp, MI
Struggling to repay your loan
Student loan: Federal student loan servicing
Can't temporarily delay making payments
Complaint: My student loan account had a 60 day forbearance applied twice in an effort to postpone any full payments while my income driven application was processed. I called on XX/XX/XXXX to confirm forbearance and I also cancelled direct deposit to ensure full payment was not deducted. On XX/XX/XXXX ACH debits for {$310.00} and {$480.00} were authorized to my checking account. I called on XX/XX/XXXX and the rep I spoke with said that fedloanservicing could not issue a refund until the payments post on their system and assured me to call back tomorrow ( XXXX ) and the payments would be refunded. I called today XXXX around XXXX and spoke to XXXX XXXX XXXX who transferred me to XXXX XXXX who said she was transferring me to a manager but disconnected the call. I called again XXXX around XXXX and spoke to XXXX XXXX who transferred me to a manager XXXX XXXX. XXXX confirmed that though I called on XX/XX/XXXX, my forbearance wasnt processed until XXXX and my direct deposit wasnt processed until XXXX. She said the refund request will take 60-90 days instead of the 48-72 hours quoted by the initial rep. She also said no overdraft fees or NSF fees that the bank imposes would be refunded to my account. Most egregiously, XXXX said that there was no further dispute resolution process or no other person/department I could speak with to expedite this refund request. I did request the address to FedLoanServicing Legal department, for which she gave me the corporate address, FedLoanServicing XXXX. XXXX XXXX XXXX, PA XXXX XXXX. These two payments / ACH debits have wreaked havoc on my checking account. I followed the proper steps to not only halt any full payments ( for which I did not have the funds to pay ) but also cancel the direct debit payments outright, just in case there were any issues. How then, is it reasonable or legal for a student loan Servicer to neglect processing payment/loan changes and the financial fees/burden be imposed on the borrower? This is plain negligence.
Company Response: Closed with explanation
2019-09-30
Denville, NJ
Getting a loan
Student loan: Private student loan
Confusing or misleading advertising
Complaint: XX/XX/XXXX received an offer to consolidate student loans at 3.75 % With American Education Services ( AES ) After 36 months of on-time payment the rate would drop to 2.75 percent. Even thought I made more the 36 payment time way before XXXX it was not given to me until I called in on XX/XX/XXXX. the balances consolidated were XXXX Subsidized and un-subsidized balance of XXXX. So I happen to check the month statement today and noticed balances of XXXX, XXXX and XXXX the monthly payment is XXXX XXXX applied to principal and XXXX applied towards interest. I called said this doesn't add up to 2.75 percent. They explained there is a daily interest rate added. That was not disclosed to me nor was it clear 33 year term to pay attached. This deceptive. Do not say 2.75 interest rate if there are daily rates attached just say so upfront. They failed to disclose this in plain writing for view. Looking at this now I am not getting 2.75 more like 40 percent monthly. Tell me the its 33 years or let me pick how many years I want to pay back. This is very deceptive to date I have XXXX and will not be finished according to schedule until XXXX/XXXX.
Company Response: Closed with explanation
2019-09-30
New Orleans, LA
Struggling to repay your loan
Student loan: Federal student loan servicing
Can't get other flexible options for repaying your loan
Complaint: Hello I was surprised of this company continue to raise my payment every six months to a year, so I inquire about my monthly payment. This company claim because I am a XXXX XXXX that my payments will go by my income. I did what they ask, which was my pay stubs, income tax refund, other information and documents that would help to lower my payment most of all that my payment would stay the same for the next ten years. When I finally spoke with someone about pay off, they claim that I old about six thousand more than original because of interest. I could not understand the total price was different form what they said. They stated that I had to consolidate in order to get the police discount for ten years, so I did. Now it's a different story, I am not allow to do much of nothing, they denied my every request. I asked if I can pay the original loan off, they stated that I have to pay original price off in full and more, there's noting we can do for you, I went through three people before this one nice person gave me some advise. The first arrangement I made with company is no longer valid, so this company pulled me in with false pretense. All I wanted to do is pay off my original loan.
Company Response: Closed with explanation
2019-09-30
Smyrna, SC
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: I have some loans I'm paying off through FedLoan Servicing. I have had trouble with their website, primarily having to reset my password every single time I log in. I've logged in dozens of times to check on my progress and make payments and every single time I check my password from XXXX and either exactly type it out as I see it or copy and paste the password. Both scenarios result in the site telling me to reset my password. Every single time. I even try to change my passwords to my old passwords and the site says, " You can't change your password to a previously existing password, '' so I've had about 2 dozen passwords I've had to make and store. I have called their support number at least 4 times and I've been told : " That shouldn't be happening, and you're making a mistake '' " We can't do anything about it, deal with it '' " Wow weird, that must XXXX for you. Never heard of anything like that. '' and " No, we don't have any tech support you can talk to, stop calling. '' I know this may seem like a minor inconvenience but it takes time to fix and is frustrating. I've never had a positive experience with customer support or been given any solutions to my problem. It's really unpleasant to have to take 5-10 minutes to log into my loan site every time I want to check on my debts and I haven't been treated well or had my problems listened to by their support line. Any help would be appreciated. Thank you.
Company Response: Closed with explanation
2019-09-30
Crabtree Valley, NC
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2019-09-30
Flushing, NY
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I have been trying to repay student loans used when I attended XXXX XXXX 's University back in XXXX, in XXXX, NY. Collection of the loan ended up in the hands of American Education Services. On XX/XX/XXXX I spoke with a customer rep, whom made a repayment plan with me over the phone. I was to make 24 payments of {$44.00}, then 45 payments of {$120.00}, and finally a one time payment of {$420.00}. I started making the payments of {$44.00} every month as agreed. I'd call in to make my payments, so come to XX/XX/XXXX the balance went o {$120.00} and it was paid in full. I spoke to a rep. around the same time to ask why the amount was less than agreed and was told " calculations changed so payment had to go up. '' I tried to discuss the agreement made in XXXX XXXX and she stated that there was no previous agreement and this was due to " new calculations. '' Then since I was insistent I was told I had been apparently been paying in surplus. I knew I had to start the 45 payments of XXXX around this time, so XX/XX/XXXX I paid that, and also in XXXX even though the amount was less. Then the recording would say I only had a total amount due of {$24.00} or {$25.00}, etc. I would continue to make high payments. On XX/XX/XXXX balance said {$15.00} and I paid XXXX. On XX/XX/XXXX said balance was {$22.00} and I paid {$100.00}. On XX/XX/XXXX balance now said {$54.00} and I paid that in total. On XX/XX/XXXX when I called in, there was no total balance due recorded, so I paid {$50.00} and so forth same amount paid monthly. Cut to payment due on XXXX XXXX, XXXX, now recording said I owed $ 131.and cents, but I paid {$50.00} as I have been paying and then a couple of days later received an email saying I was past due and if I didn't pay amount due I'd risk account going into default and I'd be reported to credit bureau. I called to ask why I was receiving such a harassing email and they said I didn't pay the full amount. I tried to explain the repayment plan agreed upon back on XXXX XXXX and that they weren't honoring it, and the customer rep. said that the new balance was what I agreed on. I told her that I had never made such an agreement except for the one back in XX/XX/XXXX, which they weren't honoring it. I asked to be mailed of my payment history from the time I started with American Education Services ( AES ) until present, and she said she would send it to me in a the mail. Since I only paid {$50.00} on XX/XX/XXXX, and while I waited for this information to come in the mail, I paid the remaining balance so that it can bring my account " back to current. '' I then received a reminder email on XX/XX/XXXX reminding me my payment is due on XXXX XXXX : Balance due : {$130.00}. Same date, I called AES and spoke to another customer service rep. # XXXX, to inquire why I was being charged different amounts and not what was agreed on XX/XX/XXXX and when I called earlier in the month to inquire about my account, I was told yet another different story of how the new amount was what I had agreed on, yet I never did. He placed me on hold because he said he did see a lot of changes to the account. He then came back several minutes later and mentioned previous payments were low due to me being on deferment. I told him I never asked to be on deferment. He sounded so unsure but continued to say that it was why the past amounts were different and I had been over-paying. I said my agreement back in XXXX XXXX had to do with a repayment plan called Select 2 option and I had not requested to be placed on deferment. I then spoke to " customer specialist '' # XXXX whom refused to honor the XXXX XXXX agreement, saying the new amount was due to calculations and this was determined to be a more suitable payment plan for me. ( Yet new different information of changes being made to my account w/o my knowledge or consent. ) I asked why it was done w/o my permission and I had never agreed to that b/c I had spoken to another rep. in XXXX whom offered me a repayment plan and that is what I had been paying towards. He continued to say they make changes more suitable to the account so that amount is paid off, and that amount " was near the same neighborhood '' of previous amount. I proceed to request a history of all my past payments to AES and also the agreement that should show up from XXXX XXXX and it's details and also the agreement that he says is now on the account as a repayment plan option. He mentioned this was done back in XXXX. I said I spoke to no one in XXXX and he said notices were mailed to address on file and I said that was not true b/c I did not receive anything in the mail from AES and all was done via phone, even my payments. I proceed to request my history of payments again, along with interest imposed throughout the period, and the agreement made in XXXX XXXX and the " new one '' he was now mentioning. " Customer Specialist '' stated it can take up to 7-10 business days to arrive and if I didn't pay due amount my account would go into default, collections would start, and my credit would be reported/affected. On XX/XX/XXXX I received a notification emai " your paperless enrollment has been updated as requested '' not sure why I received that email or that I requested any changes to " paperless enrollment ''. I checked Mail Box on XX/XX/XXXX for the first mail supposedly containing my history of payment requested earlier this month, but I was not sent a history of payment. I was sent something I don't understand fully what it is, but that shows what my previous loan amounts were and other info.with money amounts I've never seen. So AES did not honor the request for my information, as requested. I've yet to see if the history requested from customer specialist on XX/XX/XXXX, will be any better, but still waiting on that to arrive. These loans are more than 12 years old and they have not decreased in amount. I feel AES is mishandling my account and making me pay more than I should for as much time as possible.
Company Response: Closed with non-monetary relief
2019-09-30
Lake Charles, LA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: My student loan servicer is FedLoan Servicing. I am working to achieve Public Service Loan Forgiveness ( PSLF ) on my student loans. PSLF requires 120 on-time monthly payments. Due to low income and family size, my monthly payment was set at {$0.00} from XX/XX/XXXX until XX/XX/XXXX. During that time, I should have received credit every month for on-time payments even though the payment required was {$0.00}. However, on my Fedloan account, I am not receiving credit for about 15 months of {$0.00} payments ( XX/XX/XXXX - XXXX XXXX, XXXX XXXX, and XXXX XXXX - XX/XX/XXXX ). I have contacted Fedloan Servicing a few times about this issue. Each time I call, they assure me that the problem will be resolved and that I should receive credit for those months but, I never do. Each Fedloan employee I have spoken to reviews my account and can see that I have called before and the actions taken by previous employees and they say that " this time '' it will be fixed. It is still not fixed. On XX/XX/XXXX, I was told that my account would go through a qualifying payment review and the process should only take a couple months. As of today, XXXX XXXX, XXXX, a Fedloan employee is still unable to give me any information about the status of the review.
Company Response: Closed with non-monetary relief
2019-09-29
Ellenwood, GA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I was shocked when I reviewed my credit report and found a late payment on the dates below : XX/XX/2019 a 30 day late was recorded I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me. I called and was told that I didn't have a balance on my account so I'm not sure how this late payment could have been recorded.
COMPANY INFORMATION FEDLOAN ACCOUNT NUMBER XXXX
Company Response: Closed with explanation
2019-09-29
Santa Ysabel, CA
Problem with a credit reporting company's investigation into an existing problem
Student loan: Federal student loan servicing
Their investigation did not fix an error on your report
Complaint: I dispute it with XXXX and my credit was corrected but I didn't see changes to my XXXX XXXX or XXXX XXXX to XXXX of 2014 I called fedloans to get my payment in to forbearance because I couldn't make payment they said their gon na change the status but 5 years later I find out that they put me on late payments I want them to take responsibility and change the status on my fedloans accounts
Company Response: Closed with explanation