AES-PHEAA

2019-07-24

Wallington, NJ

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

2019-07-24

Hulmeville, PA

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

2019-07-24

Tacoma, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been waiting over a year for my payment count for PLSF to be reviewed by Fedloan. I applied for a short term forbearance in XX/XX/XXXX and all payments that I made during residency training prior to XX/XX/XXXX were not counted due to a technical error ( wrong date entered ) on the short term forbearance form that was filled out in XX/XX/XXXX. My payment count is off by roughly 20+ per my calculations. The forbearance form asked for dates that I was in the training program, which I entered as XX/XX/XXXX-XX/XX/XXXX. I filled this form out in XX/XX/XXXX so I could forbare for less then 1 year while I transitioned from resident to getting my first job. Fedloan interpreted the forbearance form to mean that I was requesting a " retroactive forbearance '' for the entire time I was in the training program, even though I had been making payments before the forbearance was requested. So the payments that I had already made that were counting towards PLSF were then taken away from me. Of note, I resumed making on time payments in XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2019-07-24

NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: When I first started paying my loan in XX/XX/XXXX, there was some kind of mistake made by in how my payments are applied to my loans. I have 6 separate loans and my initial payment, they said, was XXXX dollars. I have three Direct Plus loans and three Direct Unsubsidized Stafford loans. I called back in XX/XX/XXXX and they said this was a mistake and I should only be paying XXXX every month, which I did. So for the first 6 months of making payments, even though I was paying the full amount, I kept getting notices that I was not paying what I owe, and thus these payments were not counted. On XX/XX/XXXX I ended up paying more than I owe ( XXXX ) so the computer would stop saying that I was past due because the people at FedLoanServicing could not seem to fix it themselves. This did fix the problem, however, when I submitted my Employee certification form in XX/XX/XXXX it was showing that I only had made 5 or 6 payments when I had been paying for almost a full year at that point so should have had around 10. I submitted a request to have my payments re-evaluated in XX/XX/XXXX and they told me the review should be done in 6 months. I called back in XXXX of XXXX and was told it would take another 6 months. I called back in XX/XX/XXXX, one month ago, and they told me that they don't know when it will be done. So now I have 2 years of full, on-time payments and 3 of my loans only show I've made 19 payments, and the other 3 of my loans show I've only made 9 payments. I called again today and they still can not tell me when the review will be done and they will not let me talk to anyone in the review department.
Company Response: Closed with non-monetary relief

Timely Response

2019-07-24

Sacramento, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2019-07-24

Edison, NJ

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

2019-07-24

Library, PA

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

2019-07-24

Rochdale, NY

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

2019-07-24

Silver Spring, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: On XX/XX/2019, I received a PSLF Qualifying Payment Update from FedLoan Servicing for the period between XX/XX/2019 and XX/XX/2019. On the document, FedLoan Servicing has identified 4 total qualifying payments on loan sequences 1 and 2. Given that my loan payment occurs monthly on the 11th of each month, five repayment dates occurred between XX/XX/2019 and XX/XX/2019, and my total qualifying PSLF payments in this letter should reflect 5 instead of 4. On XX/XX/2019 at approx. XXXX EDT, I called FedLoan Servicing and spoke to XXXX ( employee ID XXXX ). XXXX informed me that FedLoan 's count of my total qualifying payments was wrong and should have been 5 but was inaccurately being counted because FedLoan failed to send a bill for XX/XX/2019. XXXX informed me that the problem would be fixed but he was unable to fix it and had to request an additional review. XXXX did not provide me with any timeline nor a case number. He told me he could not tell me when the error would be fixed. I called FedLoan again on XX/XX/2019 at approx. XXXX EDT and spoke to XXXX ( employee ID XXXX ). XXXX informed me that the case was still pending review and provided me with a case number. He once again told me that he could not provide any timeline as to when the problem would be fixed.
Company Response: Closed with non-monetary relief

Timely Response

2019-07-23

Atlanta, GA

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: I am being charged {$310.00} a month in interest, where I signed up for 0 % payment for the last five years my balance went from XXXX to XXXX all in interest on XXXX payment income agreement.
Company Response: Closed with explanation

Timely Response

2019-07-23

Patterson, MD

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: American Education ServicesXXXX XXXX ( AESXXXX ) have engaged in a pattern of mismanagement of my student loans. AES/XXXX have miss placed multiple times the documents related to the income sensitive/based repayment plan. They have not assumed any responsibility for the misplacement of the documents and placed the blame squarely on the borrower. Also, AES/XXXX have presented contradictory/incomplete information and withheld important information that impacts the borrowers decision-making process. They have engaged in deceitful and aggressive tactics when attempting to collect extra payments beyond the income sensitive/based repayment plan. And engaged in retaliation when a financial beneficial arrangement to AES/XXXX was not reached to settle the effects of their mismanagement. Thought this process, AES/XXXX have financially profited from their mismanagement, misplacing of documents, and questionable predatory business practices. Misplacement of Documents In early XX/XX/XXXX, after completing the online forms, the income sensitive/based repayment plan package was submitted by regular mail to AES/XXXX. On follow up phone call, AES/XXXX claimed that it was not received. In early XX/XX/XXXX, the first fax with the income sensitive/based repayment plan package was successfully sent. On follow up phone AES/XXXX agent could not confirm that the form was received. AESXXXX Agent requested that the form be sent to a different fax number than the one listed in the official form. In late XX/XX/XXXX, a second fax was sent with the same the income sensitive/based repayment plan package. On follow up phone call it was confirmed by the AESXXXX XXXX the paperwork was received and was complete. Through this process kept sending payments ( which AES/XXXX deemed insufficient ). The same package was sent to Fed Loan with no issue. By the first week of XX/XX/XXXX, on follow up phone call, AES/XXXX denied having received the second fax. The same the income sensitive/based repayment plan package was sent by USPS certified mail. During the XXXX call the borrower was blamed for the misplaced papers. It took 4 attempts and USPS evidence, before AES/XXXX was forced to acknowledge the receipt of the documents. On the XXXX phone call, a supervisor stated that having receipts of successful delivery of a fax and confirmation of receipt by an AES/XXXX was not enough evidence. Access to Information 1. AES/XXXX Agents have withheld important information on targeted payments. The concept of sequence targeted payments was not discussed only after the borrower refused to accept a forbearance. 2. AES/XXXX Agents have failed to fully explain discrepancies on the different letters and emails that are been sent. Where different amount due are stated. Deceitful/Retaliatory Practices 1. During the late XXXX call, AES/XXXX imposed a forbearance. Under duress, the borrower had to accept the terms and conditions of a forbearance. As AES/XXXX did not offer any other option and threatened with adverse actions if the forbearance was not accepted. By the end of XXXX, the loans were already behind payments and a new forbearance was in order. Consistently AES/XXXX try to impose forbearances and no other option is offered. 2. After the XX/XX/XXXX phone call ( on a Friday ), when a financially beneficial arrangement to AES/XXXX was not reach, AES/XXXX engaged in retaliatory behavior. The loans were immediately sent to collection. On the next Monday first call from a collection agency was received. Also, after the XXXX phone call ( on a Friday ), other loans that were reported as missing payments. This in spite that the borrower has been paying double the amount that is monthly due. 3. AES/XXXX Agents notes on the phone calls do not fully reflect what transpire during those calls. Key elements of the phone call are omitted and are sanitized to place the blame on the borrower of any mistake. To finalize This mismanagement has resulted in affecting the payment capability of the borrower. AES/XXXX processes are not transparent and their processes are so convoluted that confuse the borrower. To add insult to injury, AES/XXXX refuse to recognize that the borrower has shown good faith, made payments beyond what is required by the income sensitive/based repayment plan and try to keep communication with their agents. The collection agencies contracted by AES/XXXX have engaged in questionable business practices. AES/XXXX keeps showing bad faith in their dealings with the borrower causing undue financial hardship to the borrower.
Company Response: Closed with non-monetary relief

Timely Response

2019-07-22

San Diego, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: i re-certified for the Public Loan Forgiveness Program through FedLoan Servicing this XXXX. It is recommended that applicants do this each year, so that when the 120 payments/10 years is completed, it will be easier for loan forgiveness to go through. On XX/XX/XXXX, I received a letter from fedloan title " Response to the Employment Certification Form You Submitted for the Public Service Loan Forgiveness Program. '' The letter stated that " [ i ] n the next few weeks, we will calculate and provide you with notification of : the number of qualifying payments you have made during the employment period listed above ; the total number of qualifying payments you have made during all periods of qualifying employment approved to date ; the estimated number of payments that are still required, and the date you are expected to be eligible to apply for forgiveness. I NEVER received this notification from fedloan. The letter continued : " After we calculate the number of qualifying payments you have made, keeping track of your progression toward PSLF is easy. Log into Account Access. Check Your Monthly Bill. Review the communication that we send you each time you submit a new Employment Certification Form. '' As I never received the notification of number of qualifying payments mentioned above, I reviewed the next month 's statement. The qualifying payments seemed off. I downloaded the XXXX spreadsheet showing each qualifying payment. I wrote message to fedloan stating that I should have 56 qualifying payments, not 31 on XX/XX/XXXX. " XXXX '' from fedloan stated " We apologize for not yet being able to provide you with the number of qualifying payments made toward Public Service Loan Forgiveness ( PSLF ). Since each account must go through a detailed review process, providing you with these details can sometimes take a great deal of time. '' I responded to the email message on XX/XX/XXXX requesting the status of my qualifying payment inquiry. I was notified on XX/XX/XXXX by email from " XXXX '' that " The payment review is currently already in process to review the payments that are marked as not qualifying. Unfortunately, there is not a current estimated time of completion for the review. We'll contact you after we complete our review. '' That was the last contact I had from fedloan. I followed up with an email on XX/XX/XXXX requesting the status of the inquiry and no one responded. My qualifying payments on each statement now says 48 and does not increase each month. Today, I have made 57 qualifying payments towards PSLF, and each month my statement says 48. Today, I downloaded my XXXX spreadsheet of payments. I do this every month. My principal balance of my loan has now increased by {$230000.00} for no reason- no additional loans have been taken out, no compound interest, etc. There is no explanation for 1. why my balance has increased by several XXXX XXXX dollars 2. why it has taken months for fedloan to calculate my qualifying payments 3. why fedloan never contacted me, as stated in their XX/XX/XXXX letter, with the number of qualifying payments made and my estimated forgiveness date.
Company Response: Closed with explanation

Timely Response

2019-07-22

Grosse Ile, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: This is a long story, but here it goes. When I first received a call from fed loan servicing the gentleman that called ( XXXX XXXX ) got me set up on what he referred to as the 25 year plan. What he explained was that as long as I made my payments for 25 years straight my debt would be forgiven. He set me up with a lower payment based on my income, family size, wifes incomes, wifes student loans. About 3 months in fed loan contacted me and said my payment was going to triple because the poverty level went up and I received a raise at work. What? Triple?! That seems excessive since my raise was a 6 % raise but payment will go up 300 % ... Then when I tried to contact XXXX XXXX of course he no longer works there. Fast forward three years and theyve double my payment every years since inception. Now its to the point I can not afford it. When I ask if I can see the numbers theyre using with the formula theyre using they say they can not share that information with me. I recertified in XX/XX/XXXX. Im starting the process for my next years recertification and again theyre saying its going to double. Neither mine or my wifes income has changed in two years!!! Again when I ask to see the numbers to justify this increase they claim they can not share that info. They wont even mail it to me! Pearly the whole company is very unethical. When I asked what I can do if I cant afford the payments they say tough deal with. Like that magically gives me more money to pay them. Something has to be done about this business. Can someone please help me recover the actual numbers the used with the formula to determine my payment, because something is not right here ...
Company Response: Closed with non-monetary relief

Timely Response

2019-07-22

Austin, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I continue to be denied Public Service Loan Forgiveness by MyFedLoan. I cant get a clear answer, but when I recently reapplied I was denied again. I called and was told it was due to {$10.00} discrepancy they found from years ago, but can not provide proof. I should wholeheartedly qualify. Please help. I worked in public service XX/XX/XXXX to XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2019-07-22

Nyc, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I am currently enlisted in the PSLF/IBR program. Because the loan has been transferred among different federal providers they will not give me an accurate amount of payments received by them towards my repayment. Each call I give to company tells me they are months behind and no timeline for actual accurate count of months I have paid. Without telling me if I am still enrolled in the program I am unfairly paying higher interest rates with federal program instead of switching to a private lender. They are charging me interest for the loan however not responding to questions I need to make a fair decision.
Company Response: Closed with explanation

Timely Response

2019-07-22

Chicago, IL

Getting a loan

Student loan: Private student loan

Confusing or misleading advertising
Company Response: Closed with explanation

Timely Response

2019-07-22

Tulsa, OK

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Hello! I have a direct unsubsidized consolidated loan through US DEPT OF ED. I am eligible for PSLF and have submitted my ECFs on time every year. I should have 30 qualified payments but Fedloan has only 15 counted. I called them on XX/XX/XXXX and was told my account was under review. I called again XX/XX/XXXX and nothing had been changed. I called again today, XX/XX/XXXX and they have not updated my count and have no timeline to do so. I would like to qualified payments updated since I have done my job by submitting my employer information each year. Thank you!
Company Response: Closed with explanation

Timely Response

2019-07-22

PA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: I called AES today XX/XX/XXXX because I had deferred my loan for 12 months and it was saying I had a payment. I have tried for months to have my payment lowered due to my XXXX year old having XXXX and they are not willing to work with me. Today and XXXX lady who I could barely understand said my loan was deferred for 12 months and there was nothing she could do about this payment. I can not keep paying this ridiculous amount for my student loans. I have tried and tried to work with this company and they will not work with me
Company Response: Closed with explanation

Timely Response

2019-07-22

Centerville, FL

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

2019-07-22

Washington, DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I've been on the PSLF program since graduating from XXXX school in XXXX. At that time, Fed Loan Servicing took over my accounts and I've been making monthly payments ever since ( while employed at the XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX ). Fed Loan Servicing has recently made several mistakes in handling payments on my account which has required me to make no fewer than 15 calls to get straight answers and get my issue resolved. Several months ago, Fed Loan Servicing agents promised to conduct a review of my XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments to ensure they are " qualifying '' payments. Most recently, I've tried to get answers about the status of the review ( which has been going on for months ), but I've been told that Fed Loan can not provide me with any information or even an estimated time frame when they can complete the review. As I close in on 10 years of payments, this is very distressing. This is also extremely frustrating and not the only time I have had serious issues in getting answers from them. In some cases over the past couple months, I've had agents provide incorrect information. ( For example, when the company involuntarily placed my account on " forbearance, '' they stated that it would not affect my credit score ; it did and I had to file a CFPB complaint just to get the issue resolved ). What I want is for the company to complete its review of the XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments, to confirm that each of the payments have been applied to PSLF, and a final accounting of all the qualifying payments I've made over the last 9 years, because I am getting concerned that, based on past experience, the company can not be trusted to get the information correct or to do the right thing.
Company Response: Closed with non-monetary relief

Timely Response

2019-07-22

Guadalupe, AZ

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

2019-07-22

Chicago, IL

Written notification about debt

Debt collection: Federal student loan debt

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

Timely Response

2019-07-21

Bridgeport, CT

Incorrect information on your report

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

Account status incorrect
Complaint: On XX/XX/XXXX I checked my credit reports and my report showed that my Fed loan accounts " Needs Attention '' Upon checking the status the account read that I recently missed a payment on this account. However no delinquency existed. I am asking for a investigation, this account is in deferred status and no payments are required.
Company Response: Closed with explanation

Timely Response

2019-07-21

Louisville, KY

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: XXXX College XXXX XXXX XXXX XXXX XXXX misled me promising me employment opportunities and Lifetime refresher courses with a brighter future and the only thing I truly recieved was a useless degree that no one take serious in this city based off the schools reputation that continued to spiral from XX/XX/XXXX-XX/XX/XXXX. Tentative dates..And debt an extreme amount of debt. Not once was I sent on a job interview or even prepped for job placement which was promised upon graduation. They gave us statistics rates and promised a future that if we ever need to go back and revisit accounting or revisit a business course we would always have an open door policy that was not honored either. I started realizing the $ 300- {$500.00} per book only a few words changed. The knowledge recieved was not anything more then I already knew I managed my whole life. They made me believe adding a degree to my life would make me be more marketable. I had a XXXX GPA after looking at my credit report and seeing what this school was doing to me I dropped out. I finally realized that it was a scam all of the student 's were coming to the same conclusion. The material was high school level, I'm at a lack the Lifetime courses I need those the only thing on my credit report is school and my car I am XXXX in debt I have no moral this has ruined me. I use to believe In College before XXXX college XXXX XXXX XXXX XXXX XXXX. Now I don't push my children at all towards it. It's not fair they got off without helping us. If it was a creditable degree I wouldn't be complaining. But Any time mention what school I received my XXXX degree from there is same on my part, and its not taking serious by the reciever of the information. Anyone I have told responds negative in this city like the University XXXX XXXX Scandal. I need help they need to honor relief this is just so intense. Greed caused this they milked us through books through everything.
Company Response: Closed with explanation

Timely Response

2019-07-21

Sioux Falls, SD

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: My credit report shows an incorrect XXXX-day delinquency in XX/XX/2018 for FOUR loans, even though its all in 1 repayment from Fedloan Servicing. I believe this is when the repayment came out of deferment however I was not notified of when this occurred so I could continue my repayment plan. The account is in good status now and I have not had any other issue with this in the past. My address is XXXX XXXX XXXX XXXX, XXXX XXXX, SD XXXX and I'm not sure if they even have my address correct but I've lived here for 5 years. It is crazy to me that they can report 1 repayment FOUR times at a delinquency, and this needs correct and removed from my credit report immediately.
Company Response: Closed with explanation

Timely Response