AES-PHEAA

2018-03-17

VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I am in deferment pending my next class in XX/XX/2018. I have repeatedly informed XXXX XXXX that I will begin classes and have been assured that I am deferment until then. I also keep getting notifications thats I am behind on my payments. When I call they are complete unhelpful and driven to force payments I do not have to pay.
Company Response: Closed with explanation

Timely Response

2018-03-17

Detroit, MI

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-03-17

Neptune, NJ

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

2018-03-16

CA

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 pay everything that I make to bring down my student loan amount and I have noticed most of my payments are going towards the interest rates for the past 3 years. These are the amount I have paid to interest for the past 3 years : XXXX {$13000.00} XXXX Tax Form - PDF {$0.00} Summary Statement - PDF XXXX {$46000.00} XXXX Tax Form - PDF {$0.00} Summary Statement - PDF XXXX {$35000.00} XXXX Tax Form - PDF {$0.00} Summary Statement - PDF I called them again and found out all these time they have set up my payment plan in a way that pays interest first then the balance. I don't think this is fair ... this needs to be recalculated since I have paid about {$95000.00} only in the past 3 years to interest vs. I this money have been applied to my principle my loans would have been much less now.
Company Response: Closed with explanation

Timely Response

2018-03-16

Ardsley, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: XX/XX/XXXX RE : American Education Services XXXX XXXX XXXX XXXX, PA XXXX RE : Mishandled Payments Not Credited To My Account Dear AES : The following payments have not been credited to my account as is required by contract and law, which is resulting in incorrect information regarding total balance due on my student loan repayment, thus prohibiting and extending my loan payoff : Payment Made XX/XX/XXXX for {$100.00} Payment Made XX/XX/XXXX for {$100.00} Payment Made XX/XX/XXXX for {$50.00} Payment Made XX/XX/XXXX for {$50.00} These four payments appear to be lost in your system somewhere and have not been appropriately posted / applied to my loan repayment plan. These four mishandled payments at different times is a lot and may go well beyond the occasion of carelessness. These loan payments have not been applied or posted by either AES or XXXX. To resolve this matter immediately : 1. I request credit for all of these repayments made to repay my student loans ; 2. I request interest be recalculated for the life of the loan to include these repayments at their proper time frames and those dollars credited towards my payoff. 3. A new readable printout statement showing complete payments, plus interest, and principal paid, with a new lower principal balance and payoff amount. For convenience and to quicken the investigation, I sent AES verification that payments were made as stated above and recent copies of the Account History with no indication that payments were ever posted. Corrections to my account need to be made immediately before the next statement and prior to any further payments due. I thank you for your immediate attention to correct this gross mishandling of student loan payments made to AES. I look forward to immediate correction. These issues have been reported to AES several times including in writing, via their internal Internet, and via telephone. Copies of Statements have also been sent to AES. Personal information is available upon request.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-16

AL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I applied for Public Service Loan Forgiveness. The form states that you will be notified on how many qualifying payments you have. The purpose of the program is to help to relieve debt of student loans. I originally made my payments to XXXX XXXX services. I had not received any information from XXXX XXXX Loans so at the beginning of XXXX I went to make my payment to XXXX XXXX XXXX. XXXX XXXX no longer had my information because my loans had been moved over to XXXX XXXX Loans. I created an account for XXXX XXXX Loans and they did not have any of my loans posted. I made a call to XXXX XXXX Loans on XX/XX/XXXX and the person on the phone stated to me that I would need to make a payment in XXXX that the loans would not be transferred in time to make a XXXX payment. At this point I still had not received any information from XXXX XXXX Loans. My loans were originally due on the XXXX and XXXX of each month with the total of the loans being {$620.00}. I log into XXXX XXXX Loans this week and it is showing my loans as delinquent and my payment being $ XXXX dollars. I called them again to try to find out what was going on with the loan and why I was told that XXXX would not be due, yet now I am showing as delinquent and they have raised my payment amount without informing me. They said they would do an administrative forbearance and set it up for it to be due in XXXX but the interest would still accrue and that my payment would be more. I explained to them that the whole purpose of me applying for public service loan forgiveness was to owe less not more and that I certainly couldn't afford a higher payment. I said that I was never informed of qualifying or not qualifying for the program that they simply moved my account without informing me of a rise in payment. They went on to tell me that none of the payments I have been making were qualifying payments and that they would have to set me up on a higher payment. I said, " Had anyone told me that was how the program worked I would have simply stayed with the payment plan I already had. '' Additionally, they have not corrected the payment to be made in XXXX so my account is still showing as delinquent. I brought this to their attention today with a phone call and they said they did not have any record of the administrative forbearance at this time.
Company Response: Closed with explanation

Timely Response

2018-03-16

Winton, CA

Incorrect information on your report

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

Account status incorrect
Complaint: In XX/XX/XXXX I filed a Bankruptcy Chapter XXXX, this debt was included as part of the case. On XX/XX/XXXX XXXX filed a Notice of Assignment of Claim and Transferee Notice of Transfer of Payments. From XXXX XXXX XXXX AES/PHEAA/AMERICAN XXXX SERVICES TO XXXX ( XXXX XXXX XXXX XXXX XXXX A JOINT NOTICE OF TRANSFER OF CLAIM PURSUANT TO FRBP RULE 3001 ( e ) ( 2 ) AND WAIVER OF OPPORTUNITY TO OBJECT was also filed. On XX/XX/XXXX The ORDER OF DISCHARGE was granted to XXXX XXXX and XXXX XXXX. on XX/XX/XXXX and XX/XX/XXXX I started to receive letters demanding payment for this discharged debt. My husband has made a number of calls to them and had our Attorney who handle the BK call and sent them copies of the Assignment and Joint Transfer. We also sent them a copy to which they replied back on XX/XX/XXXX acknowledging that the loan has been paid off with a XXXX balance. Between XX/XX/XXXX and XX/XX/XXXX AES sent me a new monthly bill and reported a 30 day late to the credit reporting agencies dropping my score by 65 to 80 points.
Company Response: Closed with explanation

Timely Response

2018-03-16

Newnan, GA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: To Whom It May Concern, I have have tried reaching out to the XXXX XXXX XXXX for several years but to no avail. My current private student loans are being serviced through AES. The AES reps can not and will not provide lender contact information. I am beyond struggling to keep up with my monthly payments. I have asked on numerous occasions if my monthly payments and interest rates can be lowered but to no avail. I am told that I no longer qualify for repayment assistance. I was also told to write a letter to my lender which is XXXX and that AES would forward it on my behalf. I have yet to get a response and every time I call AES they are unable to provide an update or they say that the request is " on hold ''. In addition, the amount of money that I have paid in interest alone is beyond disrespectful. It is highway robbery and I feel I am undergoing financial XXXX! According to one of my private loans, I have currently paid about XXXX with XXXX being applied to interest and the remaining XXXX only applied to the principle balance. I am to the point where I have to worry about whether or not I pay rent on time, eat a decent meal or pay my loan on time. I need help, and it is only right that the lender work with me as I am trying my best to remain in good standing. Also, I believe that this is a case for predatory lending. At XXXX old when I signed the promissory note ( 1 ) I had no idea what kind of trickery I was signing. Iwas simply a young girl excited about furthering my education because I did not come from a family that could afford to pay for my education ( 2 ) I went to college with the hopes of graduating with a decent paying job, but the economy and has fail me and millions of americans. Times are hard and this is an epidemic that is affecting the majority of adults today. Again, I need to speak to someone at XXXX XXXX XXXX directly. I can no longer trust or wait for AES to handle this matter. I simply would like to lower my monthly payment and interest rates so that I can live a decent quality life.
Company Response: Closed with explanation

Timely Response

2018-03-15

Quartzsite, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been making payments for the last couple of years towards PSLF. However, the company seems to always be " processing '' these and still shows that I have no payments counting towards the 120 I will need to obtain forgiveness. On multiple occasions, I have submitted paperwork to maintain my enrollment in PSLF and was asked to submit it again. At one point, I submitted the SAME document completely filled in 7 different times. I even had a customer service representative tell me that they were requesting I send it again but that she could clearly see the 7 different documents submitted and that all were done correctly so she was unsure of why I needed to again. After this, I began recording dates, names and ID numbers along with what the representative told me regarding my PSLF status. The detail document is attached below.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-15

IL

Dealing with your lender or servicer

Student loan: Private student loan

Need information about your loan balance or loan terms
Complaint: I contacted American Education Services today on XX/XX/2018. I requested the assignment documents of my loans to XXXX. At this moment the operator did not know how to respond and put me on hold. She came back on the phone to tell me due to high customer volume this request may take a while and she was not sure when I could be receiving these documents.
Company Response: Closed with explanation

Timely Response

2018-03-15

Scottsdale, AZ

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: About a year ago my repayment agreement expired ( I was unaware, however it was my fault due to simply not paying attention ). My husband and I both have student loans with XXXX XXXXXXXX XXXX and we were both paying XXXX ( roughly ) a month, so around XXXX on a pay as you earn plan. So we reapplied on line and, with exactly the same financial info, the payments turned into around XXXX EACH a month - not doable. He finally got his worked out to XXXX a month but, using the SAME information, mine jumped to XXXX a month. First off, there is no way our amounts should be this vastly different. Secondly, I have tried NUMEROUS times to resolve this. When I did get through ( impossible to get hold of ), they sent me NEW paperwork ( said it was the right paperwork and what I had before was wrong ), which they then sent a response saying it wasn't time to renew. Then I signed the paperwork saying to recalculate anyways and the payments jumped to XXXX!!!!!!!! I've been trying for 8 months to get my payments doable. I am trying to pay back my loan, but they are only open the hours I am at work and the hold time is at least 20-30 minutes and THEN they transfer you to another department for ANOTHER 20-30 minutes ALL THE TIME!!! I need help ... desperately.
Company Response: Closed with explanation

Timely Response

2018-03-15

Washington, DC

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-03-15

Silver Spring, MD

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I am a XXXX XXXX XXXX XXXX XXXX XXXX veteran. I am unemployable as I am almost XXXX XXXX. I have a student loan with American Education Services. I was paying them up until my unemployment check was available. Now, I rely only on my XXXX compensation check from the VA to sustain myself and my family. It is already hard enough to make ends meet, as I have a son in college and a XXXX years old daughter. I have tried many times to ask to cancel my loan, or at least to reduce my monthly payments, but I was denied each and every time. I have sent all documentations they have requested that show my XXXX, but their answers still the same, I have to pay {$750.00} each month. Now, they send me to collection. Would please help me. Thank you.
Company Response: Closed with explanation

Timely Response

2018-03-15

Houston, TX

Incorrect information on your report

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

Account information incorrect
Complaint: I have contacted XXXX XXXX XXXX on several occasions via certified letters ranging from XX/XX/XXXX to XX/XX/XXXX, to resolve this matter. Currently on my credit report, there are two missed payments showing for XX/XX/XXXX and XX/XX/XXXX. I applied for a forbearance on my loans as I was recently laid off from my job at the time and was experiencing a financial hardship. It was my expectation that the forbearance would only take a few days to process and therefore be applied to my account timely. I was never informed the processing time could take longer than 30 days and never directed on when to reapply, check the status and/or make payments to my loans. It is my wish that the missed payments are updated to be within good standing and reflect the forbearance during those months.
Company Response: Closed with explanation

Timely Response

2018-03-15

Sandy Hook, CT

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

2018-03-15

Houston, TX

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

Student loan: Federal student loan servicing

Problem with personal statement of dispute
Company Response: Closed with explanation

Timely Response

2018-03-15

Poolesville, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have a negative balance of {$800.00} in my student loan account. XXXX XXXX owes this money to me. It refuses to provide it. Please intervene in order that my funds are properly refunded.
Company Response: Closed with explanation

Timely Response

2018-03-14

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

2018-03-14

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I graduated from XXXX XXXX in XXXX. I plan to work for a XXXX XXXX and so initiated on the income based repayment plan, with hopes I would qualify for the Federal Student Loan Forgiveness program. Initially, this was not a big issue. However, several years ago, my loans were transferred to Pennsylvania Higher Education Assistance AgencyXXXX and ever since even enrolling in income based repayment is an issue. This year, I submitted my financial information via two sequential paystubs at the end of XXXX. Apparently, they sent me a letter ( otherwise, all my payments/communication done via email/online mailbox in this system ) telling me this was not accepted as it did not state if I was paid twice a month or every other week so it was refused. I started to be billed for regular payments on a standard 10 year plan, with a monthly payment of ~ {$3700.00}. I work in XXXX XXXX and finally called - all they needed was for me to tell them over the phone and resubmitted the request last week ( XX/XX/XXXX ). On XX/XX/XXXX, I received the following message " We will process your Income-Driven Repayment ( IDR ) recertification request once the final bill of your current schedule is generated on XX/XX/XXXX. '' I called them today ( XX/XX/XXXX ) and after a 15 minute wait to get someone on the phone, they state that this was generated in error. The gentleman I finally spoke with on the phone did state I needed to make a forbearance payment before even being eligible to switch the plan. He put in a request for this, and I should get a bill for this in XXXX or XX/XX/XXXX, after which they will reactivate my request and hopefully approve me again for income based repayment.
Company Response: Closed with explanation

Timely Response

2018-03-14

Bridgeport, CT

Incorrect information on your report

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

Account status incorrect
Complaint: My Student Loan is now current, however its still says delinquent and its affecting my credit score. My wife and I have been saving to buy our first home and my score is reflecting the delinquents. Please make it current so that I can move forward with providing a home for my family.
Company Response: Closed with explanation

Timely Response

2018-03-14

Rncho Domingz, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My loan qualifies for public loan forgiveness and the loan servicer is not properly including my total number of payments towards loan forgiveness. I have called and filed requests numerous times. The first request ( employment verification ) was filed in early XX/XX/2017. When I called on the status of this request they stated the had not properly filed the paper work and I would have to refill. I re-submitted the form in XX/XX/XXXX and they stated it would take 60-90 days to process and count the payments towards loan forgiveness. It has now been 7 months and they have still not completed the request to count all my payments. Each time I call they say they are working on it but I have yet to see any results.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-14

Lexington, NC

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: 1. Issue is student loan forgiveness. I have been employed over the past 15 years with various state and community organizations that qualify for the student loan forgiveness program. I have applied 3 times each time my loan get transferred to another company. 2. I have asked for and investigation because the total amount of loan as reported on my credit reports is not adding up it almost appears to be 2x what it should be and including the payments made over the past 15 years. 3. My concern is that when my loans were refinanced they were refinance with the original loan not the remaining balance.
Company Response: Closed with explanation

Timely Response

2018-03-14

Carteret, NJ

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

2018-03-13

Philadelphia, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Currently I have approximately 400 K on students under XXXX where I was under IBR payments which was also qualifying PSLF payments since XX/XX/XXXX. On XX/XX/XXXX - I received a letter from XXXX informing me that my annual IBR income renewal was coming to review by XX/XX/XXXX where I need to resubmit my annual income certification. I completed that before that date and received a second letter on XX/XX/XXXX informing me that my request to switch from IBR to REPAYE was being processed however they required that I change to standard repayment prior to the switching to REPAYE. This requires a full standard payment which is not affordable to due to my income to debt ratio and thus XXXX places my account into automatic forbearance while the transition to REPAYE occurs. During this time I received a 3rd letter on XX/XX/XXXX indicating that my loan successfully converted to REPAYE with a monthly repayment of XXXX ( this new payment under REPAYE qualifies for PSLF payments ). However when I log into XXXX to submit payments, there are completely different amounts of required payments which I spent 4 -6 hrs over 3 phone calls ( prolonged periods of hold, various transferring to different personal ) and no one was able to verify where these differing amounts and they where coming from and what was accurate vs inaccurate. Every single person that I spoke could not identify the various amounts that is populating as my payments. To put into context based on the paper invoice I received a bill of XXXX ( REPAYE calculation based on my income ) but the dashboard when I log in to XXXX was showing 2 different amounts totaling approximately 2,200. Again tried to clarify with various personnel over the phone at XXXX and no one could verify these amounts and how they populated to my account. I am concerned because I have been making payments on time and consecutively in order to reach my 120 payment goal for PSLF. By not clarifying this current error in a timely fashion XXXX is forcing me to go into a forbearance and require me to make my monthly payment which wouldn't qualify towards PSLF. This is not acceptable when : A. I submitted my income verification ahead of schedule to appropriately convert from IBR to REPAYE to not miss a payment B. when XXXX forces us into forbearance which interrupts qualifying payments into PSLF. We should be penalized for this when its the errors from XXXX 's side.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-13

Albany, CA

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: In XX/XX/XXXXI took out a student private loan ( XXXX XXXX ) to get thru the struggles of financing school and being on my own. Although I do understand the amount and responsibility I had to repay the loan, the banks had made IMPOSSIBLE to pay back. I make every monthly payment, never late. Once I Finish paying the interest and start on the principal the Banks sell my loan to another company and now I am tied to another interest where I now have to pay another bank ( AMERICAN EDUCATION SERVICES ), I started paying them in XX/XX/XXXX and now that they have collected their interest, They now have sold my loan to ANOTHER BANK ( XXXX ) and NOW I OWE THEM INTEREST!!! WITHOUT EVER paying the PRINCIPAL!!! I Am ANGRY THAT THE SYSTEM IS a FAILED BANKING LOAN SYSTEM, they should REALLY be CALLED the FRAUDULENT and PYRAMID SYSTEM. I have now PAID DOUBLE WHAT I BORROWED AND HAVE YET TO PAY DOWN THE PRINCIPAL!!!
Company Response: Closed with explanation

Timely Response