AES-PHEAA

2019-09-11

Arago, MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Did not get correct exit information with loans. Had no idea that my loans had to be under a certain repayment plan for them to qualify for PLSF. This is a way for a large company to make money off of young students. So I have been paying on my loans since XX/XX/2004 and there is no relief for a middle class hard-worker. When talking to other people the same has happened to them. When talking to my lawyer she said this a a type of criminal act. We are looking into other options, but I think being fair to everyone is the way to go. I just think they are taking advantage of people and hold nothing back.,
Company Response: Closed with explanation

Timely Response

2019-09-11

Carolina Forest, SC

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

2019-09-11

MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been in disagreement with loan forgiveness for the last few years. I am trying to get a PSLF and nobody told me that the loan had to be in a certain payment for this to happen. When I exit college in 2002 this was unaware for me. I have been paying on it for 16 years now thinking I would get the forgiveness and nothing. I just think it is a way for the company to make money without being honest the person. Too me is a crook. I have filled the application out for the past years and denied. I have emailed them and have had NO response.
Company Response: Closed with explanation

Timely Response

2019-09-11

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

2019-09-11

Long Island City, NY

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: Have made all payments but its insanely high. They refuse to lower and interest builds at alarming rate. Its a black hole.
Company Response: Closed with explanation

Timely Response

2019-09-11

Bda Buena Vista, PR

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

2019-09-11

Bowmont, ID

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2019-09-11

Halyoke, MA

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

2019-09-11

OR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have previously utilized CFPB assistance ( complaint number XXXX ). At this time, I am continuing to have struggles communicating with FedLoan Servicing. They have removed letters from my paperless inbox and have not responded to my multiple requests to return the communications which have occurred around public service forgiveness. Please help me to compel Fedloan Servicing to stop deleting their communications with me. Thank you.
Company Response: Closed with explanation

Timely Response

2019-09-11

Alhambra, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I am having difficulty in being able to afford my student loan payments as well as have enough money to live.
Company Response: Closed with explanation

Timely Response

2019-09-10

Philatelic Center, CA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

You never received your bill or did not know a payment was due
Complaint: I was shocked when I reviewed my credit report and found 90 days late payment on the dates XX/XX/XXXX, XX/XX/XXXX / 120 days late payment on the dates XX/XX/XXXX to XX/XX/XXXX, XX/XX/XXXX to XX/XX/XXXX. 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.
Company Response: Closed with explanation

Timely Response

2019-09-10

Mountain View, CA

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

2019-09-10

Tampa, FL

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2019-09-10

Wesley Chapel, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: FedLoan is attempting to improperly capitalize interest on my loans, has made conflicting information requests (with which I complied), and misrepresented the status of my income-driven recertification process and whether the interest would be capitalized on my loans. I submitted timely proper documentation for my income-driven repayment plan recertification. I submitted the documentation well before the date stated in the letter requesting it. In addition to my paycheck information, family size, recertification form, etc., the documentation included almost two months' worth of income (including XXXX XXXX) for my wife with a statement explaining she is paid on an irregular schedule when accepting delivery orders. She is a homemaker and watches our children, and only does the delivery orders from time to time. A month later, FedLoan requested additional documentation regarding my wife's income, including an average monthly income amount. I provided the requested information. On XXXX XXXX, as I hadn't heard any updates on the repayment plan processing, I called FedLoan and asked for an update. FedLoan stated they were still processing. I asked whether FedLoan received my fax with the letter they requested and if they needed any more information. FedLoan confirmed they received my information and that I did not need to provide any more information. However, a few days later, on XXXX XXXX, I checked the online account, which showed an apparent interest capitalization dated XXXX. I called to demand the error be corrected. FedLoan then requested different information than they had previously requested. This time, FedLoan (confirming again they received the information I previously submitted) requested I include a certain phrase in a separate letter with only the income amount for my wife for XXXX XXXX. Again, I promptly provided the requested information (on XXXX XXXX). The FedLoan agent specifically represented that if I provided the requested information, the interest would NOT be capitalized on any of my loans.However, on XXXX XXXX, I received a letter from FedLoan showing the "Current Principal Balance" on each of my loans to include interest apparently from a purported capitalization. On XXXX XXXX, I received a bill from FedLoan also showing false "Current Principal Balance" amounts for each of my loans. The bill and letter show that FedLoan has still not corrected the interest capitalization error and resulting errors. The balances shown for all of my loans (including principal and interest) are thus inaccurate. This is a significant error which has caused damages. FedLoan's conduct constitutes unfair, deceptive, and abusive practices, among other violations. I respectfully request that FedLoan immediately correct the interest capitalization error and all related resulting errors. Thank you.
Company Response: Closed with explanation

Timely Response

2019-09-10

PA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: According to American Education Services, the current servicer of 3 of my private loans, my interest rate on my loans is calculated using the LIBOR rate. Specifically the company claims to use the LIBOR rate from the XXXX XXXX XXXXl Eastern Edition. However, when I google exactly that "XXXX XXXX XXXX Eastern Edition LIBOR rate" I get to the XXXX webpage and find that there are 7 different types of LIBOR rates....LIBOR overnightLIBOR 1 weekLIBOR 1 monthLIBOR 2 monthLIBOR 3 monthLIBOR 6 monthLIBOR 1 yearConsequently, the LIBOR rate for all of those are different from one another. AES is not transparent with me in which LIBOR rate it is using to calculate my interest rate. Furthermore, upon requesting the last 5 years of the LIBOR rate that was used to calculate my interest rate, they instead send me the past 5 years of my personal loan interest rate (not very helpful at all). Frankly, AES has been unwilling to be transparent about which LIBOR Rate is used and has not been willing to show me information about the LIBOR rate history the company has used in the past 5 years to calculate my interest rate. I find this to be unethical and unfair.
Company Response: Closed with explanation

Timely Response

2019-09-10

Okemos, MI

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

2019-09-09

Bancroft Hall, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: My student loan servicer is MyFedLoan.org, and I have been inquiring about the reason for my interest being capitalized several times over the past several years. I understand that there are certain triggering events that could cause interest to capitalize, such as coming out of forbearance. However, the dates on which my interest was capitalized do not all seem to be supported by a valid reason ( although a couple of them do ). I've called a few times and submitted requests in writing to have someone research my account and tell me the justification for capitalizing the interest, but I have not gotten an answer - it's been a year. The interest capitalization represents around {$100000.00} so it's not inconsequential. I would appreciate some assistance in helping me ensure that my student loans are being properly serviced. Thank you.
Company Response: Closed with explanation

Timely Response

2019-09-09

Warrenton, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: SO i started with fedloan the consodilation on XX/XX/31 my name is XXXX XXXX i was told i had to pay XXXX for the first 3 months after my first payment i found out the XXXX $ was never even going towards my loan in which i was super upset about because the man XXXX never explained that to me in which i assumed it goes towards my loan because why else would i be ok sending XXXX $ After being upset about that another teller explained that they are better than navient because they dont charge interest for paying back the loan so i should stick with them remind you this is almost verbatim of what he said so i thought well no interest i can spare XXXX $ for that after paying all 3 payments i was told i only dont have to pay interest for the first 3 years in which that completely upset me because it was one of the reasons i didnt go back on the whole process in the beginning. Then afer all this i start seeing interest accumulating on my account now up to XXXX $ when i complained they told me that consolidation is not done yet and that is why i am getting interest so now im completely furious by now since this is far from the deal now the 90 days has been passed and it has now been 101 days and literally daily they are accumulating interest saying it wont stop until its completed. Im upset that i ever even paid XXXX $ for this flock of lies. I honestly am not okay with none of this situation and want to see what someone can do about it
Company Response: Closed with explanation

Timely Response

2019-09-09

MS

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Complaint: My accounts are being reported as in deferment but they are not. The balances and the last payment is also not showing up. This is delaying my ability to close on a loan and I need the accurate account status to reflect my credit report as soon as possible.
Company Response: Closed with explanation

Timely Response

2019-09-09

Kent, WA

Credit monitoring or identity theft protection services

Student loan: Federal student loan servicing

Problem with product or service terms changing
Company Response: Closed with explanation

Timely Response

2019-09-08

Little Rock, AR

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

2019-09-08

Discovery Bay, CA

False statements or representation

Debt collection: Federal student loan debt

Attempted to collect wrong amount
Complaint: Fed Loan Servicing has been deceptive and unfair in managing my account. I have made diligent payments to my loans on the Income Based Repayment Plan for over 5 years -- I have never once missed a payment. I recently received notice that my income has surpassed the amount to qualify for reduced payments under the plan. I called in to ask questions about my options on XX/XX/XXXX and spoke with an agent named XXXX. She told me that I qualified for another program that would reduce my monthly payment and on the phone, led me through the screens to have my payments reduced. She did not explain to me what the consequences would be in terms of having my interest capitalized and also the differences between the IBR plan that I was currently on and the plan that I would be changed to. Instead of explaining the consequences, ( Namely, interest capitalization, my payments being determined by a larger portion of my " discretionary income '', the changes between the plans in terms of marriage and family size, and the change in the maximum standard payment under the different plans ), she had me click through screens without my knowledge of what was being done and in this process, committed an act of omission. I called in when I saw the interest capitalization and had then started doing more research. What I found was that the plan I had been on was a much more beneficial plan and even though I am currently over the income floor, I still would have a maximum payment that is much lower and I could in the future requalify if my family size or income changes. I spoke with multiple agents, supervisors and managers, ( I have names and numbers ), on XX/XX/XXXX and XXXX and requested that the action taken on my account on XX/XX/XXXX be reversed. This action was refused. I was not allowed an audio recording of the original phone call and the agents apologized but would not reinstate my previous plan, leaving me on a plan that is not in my best interest.
Company Response: Closed with explanation

Timely Response

2019-09-07

Phila, PA

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

2019-09-07

Bohemia, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I am a XXXX of students with XXXX for over a decade. I was assured multiple times by multiple people at FedLoan Servicing that I was signed up, on-track, and making payments towards the Public Service Loan Forgiveness ( PSLF ) I am eligible for. In fact, the only reason I am with this loan service at all is because I signed up for this loan forgiveness opportunity. But then I received an email on XX/XX/XXXX alerting me that my payments would no longer count towards my loan forgiveness if I did not update to a different repayment plan. I emailed and called customer service ( several times ) for next steps, only to eventually learn that I have not been signed up for the forgiveness plan since XX/XX/XXXX! Therefore, they told me none of my payments had counted! If that's true, I will end up needing to pay off my entire student loan before I would be eligible for forgiveness! But I had been reassured so many times that it was alright. When I went back to school in XX/XX/XXXX, my loans automatically deferred. I called back then in a panic thinking that this might ruin my loan forgiveness, but the representative then assured me that wasn't the case and even passed me on to a PSLF specialist to be sure. The customer representative I spoke to on XX/XX/XXXX, although professional, did not have anything to say for the company or for my astonishment and complaints other than he can not speak for someone else. How can it suddenly change like that? Why do none of my previous payments count anymore? Why did several representatives all assure me I was on track if I wasn't? I feel scammed and betrayed by this company.
Company Response: Closed with explanation

Timely Response

2019-09-07

Pgh, PA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: AES services two of my student loans. I am currently struggling to pay these due to over $ XXXX in federal and private student loan payments per month and had a very difficult time dealing with AES. I have a few issues that need to be addressed and currently AES has not responded to my inquiries through the website in months. 1 ) I have made multiple request to AES customer service through their website ( via their online email ) but have not received a response in months. I have taken a screenshot of the most recent dates requested and is attached. None of these, to my knowledge have been responded to as shown by my AES paperless inbox. AES does have another message site but they delete the message after a week and we as customers do not have access to these. I have not received a response through this means either. I also think using this temporary message system is suspicious as customers are unable to view message history to accurately document communication with this company that is clearly taking advantage of consumers. Recent dates that help was requested through the site but NO RESPONSE WAS PROVIDED include : XXXX, XXXX, XXXX, XXXX ( there are others but I may have deleted the confirmation of submission email ). 2 ) I have requested assistance from AES for help in lowering the monthly payment amount in the past but they offered no help. In XXXX of XXXX I asked if the company could contact the lender ( currently NCT but not the original lender ). They said they sent a letter to NCT but I have never been given proof of that request nor have they indicated whether a response was provided as there is no follow up. I wanted to send my own request as I presume the lender would prefer that a customer is paying but AES has not provided the appropriate contact information and suggest they should be the primary point of contact despite the fact that AES has not responded to my multiple requests. Since my credit is poor ( due to these high payments ) I am unable to refinance and am stuck dealing with this terrible company ( AES ). 3 ) NCT was not my original lender and I am unsure if the balance or the loan is truly their as no documentation was provided and recent lawsuits suggest many loans during the time I received one, were mishandled. I have requested chain of custody documents from AES for the NCT loans but AES says they do not have to provide them and it is not their duty. When I request NCTs contact information, AES does not provide the information. I should have the proper information to know if my loans were handled correctly and are the correct amounts from the lender. AES has not helped in this matter at all. All in all this company is truly terrible and they make no attempt at helping the customer. I have not had these issues with other student loan services as they are more willing to assist their customers. AES should be investigated for their practices.
Company Response: Closed with explanation

Timely Response