AES-PHEAA

2019-04-25

Peabody, 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

2019-04-25

Brandon, MS

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with non-monetary relief

Timely Response

2019-04-25

Akron, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2019-04-25

Corona, CA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2019-04-25

Scranton, PA

Incorrect information on your report

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

Account status incorrect
Complaint: In XXXX, I sent a letter to AES/XXXX regarding late payments that were showing up on my credit report. I was never late on the account, and I asked if they could remove the late payments as a one time " goodwill ''. They responded with a letter saying that they did not report any delinquent information. I have attached this letter. I forwarded this letter as well as a copy of my credit report to each of the three bureaus, demanding that the account status be updated, and I have not heard back yet from any of the bureaus. I have attached a copy of my complete 3-bureau reports where it is inaccurately reporting. I sent an investigation letter to AES/XXXX, and they are saying that it is reporting accurately. I have attached that also.
Company Response: Closed with explanation

Timely Response

2019-04-25

Culver Cty, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2019-04-25

CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: On XX/XX/XXXX I contacted Fed Loan Servicing regarding a late-payment notice I had received via email.This was unexpected as I had been making direct withdrawal payments for Direct subsidized loan ( XXXX university dept ) through their Public Service Loan Forgiveness Program ( I work for a XXXX XXXX XXXX XXXX ) since XX/XX/XXXX. I was informed by a FLS representative ( employee ID XXXX ) that a new loan I had taken on the previous year ( I had completed a XXXX through the XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX ) was not represented in that automatic payment. He also mentioned to me that in order to qualify for PSLF I needed to reapply for the program every year, even if my employer remained the same as in previous years. I explained that this was the first time I had been informed of this requirement, but I was assured that once my reapplication was approved, they would retroactively apply payments made in the intervening months towards the PSLF. The FLS rep then suggested I apply for loan consolidation and income driven repayment so I would be able to make one easy and affordable payment each month. He showed me where to find and fill out the applications for IDP through studentloan.gov and loan consolidation services ( PHEAA ). He explained that once the applications have been submitted I would be notified in a few weeks via email that my new monthly payment had been calculated. In the intervening weeks I successfully re-certified my employment as qualifying for PSLF, but was informed it would take a few additional weeks to determine how many remaining payments I would need to make before my loans were forgiven through PSLF. Today I received a notice that I have made 0 qualifying PSLF payments over the last five years. I assumed this was a mistake and called FLS to inquire. I was then, for the first time, informed that since my loans were consolidated I had forfeited five years of qualifying PSLF payments and had to restart my 10 year repayment plan. This will cost me more than {$10000.00}. It was further explained that FLS had sent a " consolidation may impact forgiveness '' notice with this information to my FLS inbox in the weeks following I had submitted my application for consolidation, but that they did not email me directly. Every other notice from this inbox was also emailed to me directly, so I had no idea their was important information being sent to the FLS inbox, especially since the representative I spoke to never mentioned checking this inbox for important information. I trusted the the FLS representative when he recommended loan consolidation, and since he knew I was in the PSLF program it is inconceivable why he wouldn't inform me I would be losing thousands of dollars by doing so. The FLS representative went on to inform me that my only recourse is to open a police report claiming identity theft and have my loans unconsolidated through the courts. The fact that an FLS representative suggested I lie to the police ( my identity has obviously not been stolen ) in order to re-qualify these last five years of payments shocked me and opened my eyes for the first time that I am dealing with an extremely corrupt organization. The complexities and of these interdependent repayment, consolidation, forgiveness plans can not be overstated, and after spending more than an hour on the phone with FLS reps today I still don't understand what I signed up for an why. I was told consolidation was a simple way to repay my debt, which is all I've ever wanted to do. That said, I support my family on a non-profit salary, the PSLF program was ( and is ) essential to my family 's financial security moving forward, and now I simply have nowhere to turn. Please help. confirmatory documentation available upon request
Company Response: Closed with explanation

Timely Response

2019-04-25

Blacksburg, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2019-04-25

Jax, MS

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: My student loans are in default. XXXX & Fed Loans turned over my student loan debt to a collections company in Arizona known as XXXX XXXX XXXX. I have made numerous calls to the firm to no avail. I have waited on hold for hours for no answer. I did receive one answer and was promised a call back which I never received. I am trying to get my loans out of default and avoid the attorney fees which added roughly {$15000.00} additional dollars to my debt. My debt span is {$37000.00} the loan origination dates ranged from XXXX
Company Response: Closed with explanation

Timely Response

2019-04-25

Canton, MI

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

2019-04-25

Ambler, 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

2019-04-24

Eatontown, NJ

Incorrect information on your report

Student loan: Federal student loan servicing

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-04-24

Palos Park, IL

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-04-24

Fairhope, OH

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

Timely Response

2019-04-24

Detroit, 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

2019-04-24

Natrona Hts, PA

Incorrect information on your report

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

Account status incorrect
Complaint: Its saying that my student loan ( PHEAA ) thats being shown on my credit score has increased from a possible missed payment. Its stating that between XX/XX/XXXX to XXXX XXXX I had a balance increase of {$22.00} from {$5500.00} to {$5500.00}. Also and increase of {$18.00} from {$4900.00} to {$4900.00}. Also, its showing between XX/XX/XXXX and XX/XX/XXXX and increase by {$22.00} from {$5500.00} to {$5500.00}. Between XX/XX/XXXX and XXXX XXXX and increase by {$17.00} from {$4900.00} to {$4900.00}. This is false! My student loans have been cleared on my credit report. I dont have any missed payments on my student loans and iam in good standing with my creditors. This is a mistake and it has brought my credit score down 22pts. I called the creditor to verify if I was late on a payment and they said I didnt have one scheduled until XXXX. I still made a payment of {$10.00} on XX/XX/XXXX just To be sure that I made a payment. My confirmation number for this is XXXX This was originally PHEAA WHICH IS SHOWING UP ON MY CREDIT PROFILE but, my loans been transferred to XXXX XXXX and aes XXXX which are now In charge of collecting my debt. Im not behind on any of my student loan payments, so, why is this showing up on my account an now, has brought my credit score down 22pts? Please correct this problem. My creditor for PHEAA IS XXXX AND YOU CAN CONTACT THEM BY MAIL OR NUMBER. XXXX-XXXX-XXXX address department of education XXXX XXXX XXXX. XXXX XXXX XXXX, GA XXXX If theres another creditor thats showing up for any other student loan, that shouldnt be since my account has been cleared of student loan payments, it would be from AES. A confirmation number for them will be XXXX. Their contact information is as follows. Number XXXX-XXXX-XXXX address American Education services XXXX XXXX XXXX XXXX, MD XXXX Both of these accounts are up to date an shouldnt be in delinquency or in a negative balance. I havent missed any payments and I have confirmation numbers of me calling my creditors to verify this issue. They both said Im up to date and in good standing with them. I have no late payments or missed payments that I havent already payed for! Please correct this issue and take this off of my credit report. It has dropped my score down tremendously. Thanks again credit karma for all the help in correcting my depts. Ps : I didnt attach my account info or name or address to the papers Im sending because I dont want to give out my personal information if I dont have to. If you need anything else from me I can be contacted through my email XXXX or cell XXXX-XXXX-XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-04-24

Fleming, GA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I had to private student loans that were serviced by AES. The owners where XXXX XXXX in National Collegiate Trust. I served in the military to pay off a portion of my loans. My incentive was a {$65000.00} student loan repayment of which XXXX went toward the loans and XXXX went toward taxes. I initially owed {$82000.00} and after the XXXX was paid my balance was {$78000.00}. My loans were not dispersed correctly, as as was supposed to pay off my private loans before any of my Federal loans were paid. This did not occur. I became XXXX while serving in the military and requested that the owners of the loan forgive my loans based on my service-connected XXXX. I sent all documentation request through AES, who was suppose to forward it to XXXX XXXX and NCT. XXXX XXXX loans were forgiven but instead of AES handling it correctly they sent my account info back to XXXX as a defaulted loan. I was notified of a delinquent account by my dad, who received the letter. This letter almost caused him a divorce and was wrongly sent to him. Somehow my account was transferred from AES back to XXXX in a delinquent status even though they had been forgiven. I continue to pay on the NCT loans and they continue to go up. Currently I am paying only on the interest that was accrued during my military service. The loans have been paid dollar-for-dollar but I continue to have to pay on capitalization and interest which is the only amount due on my loans. I don't believe that AES has forwarded any of my requests to the loan holders, which was confirmed by XXXX XXXX today. I can not get in touch with NCT in order to request the loan forgiveness because there is no phone number for them.
Company Response: Closed with explanation

Timely Response

2019-04-24

CT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: Fed loan servicing is the company that is handling my student loans. Back in XX/XX/XXXX, I was told I would need to change the way the income based program that they were on, secondary to having parent loans that also needed to be on an alternative program. I was told that my new payment was miscalculated by Fed Loan, secondary to not including that I was married filing jointly, and that it would be adjusted. Due to this error on their part, I was also told that I would be put on an administrative foreberrance until this issue was resolved. A month later, I was told the bill was late. I was then told that Fed Loan doesnt refinance the payment, that I would have to go onto studenloans.gov to do this, and in the meantime, my loans would be on an administrative foreberrance, as again, I was given misinformation. I did go on student loans.gov per their request, and paid a XXXX fee that they also requested I pay. Another month, and there was another late payment. I called again, and this time got a manager. I was told that this happens, and he would fix it. A couple of weeks later, I received another late payment notice. I called again, and was told that the foreberrance was only for a 2 week period in XX/XX/XXXX, and I would have to use my own foreberrance allotment in order to wait for the new payment adjustment to happen. After speaking to several reps in a short period of time, I am dissatisfied with their customer service. Each rep told me something completely different, and the last one refused to honor the offer that Fed Loan had made themselves of the administrative foreberrance.
Company Response: Closed with explanation

Timely Response

2019-04-23

Cleveland, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-04-23

Monterey, IN

False statements or representation

Debt collection: Private student loan debt

Attempted to collect wrong amount
Complaint: My complaint is with the American Education Services.I received letters from them saying I'm delinquent on my account. I have explained to them that the checks are sent on time a month earlier. For example, my payment is due by the first of the month. I send a check on the 12 or 15 to pay for the next month with the account number and the month the payment is made. Yet even though my payment is early they are saying it is late because they received it on the 15th. They told me the only way I could get this stopped is to set up automatic payment from my checking account. When I asked to know the lender they told me it was the XXXX XXXX XXXX, however on my Statement it says XXXX XXXX. When I asked to speak with the lender directly they told me that I could not do that and that they handle everything I need to know. They would not give me any information about my loan. When I asked for a phone number to speak to someone else they said there was no other number. They are charging me extra money on this loan that I can not afford and should not have to pay since I have all the check stubs supporting that I am make the payments on time.
Company Response: Closed with explanation

Timely Response

2019-04-23

IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: XXXX XXXX was not my original servicer, XXXX XXXX was. I believe consolidated my loans in XX/XX/XXXX to pursue the public service loan forgiveness ( " PSLF '' ). I have been working in XXXX XXXX since XX/XX/XXXX. When I submit my annual certification for PLSF, XXXX XXXX is not counting my public service while XXXX XXXX was the servicer. I have called XXXX XXXX two times and tried to resolve this. Both times, the agent went back into the XXXX XXXX profile and saw my payments made under XXXX XXXX, but before they credited those monthly payments, they disconnected the phone and did not call me back. Each of these calls took about 45 minutes, and that was my whole lunch break, so I could not call back. On XX/XX/XXXX, I wrote a letter to XXXX XXXX regarding this, and I have received no response back. I would like XXXX XXXX to properly credit my monthly payments made while working in public service. Another issue is that for years, XXXX XXXX and XXXX XXXX refused to send the applications out for loan recertification. After I would call and beg for the applications and supposedly get sent the applications in the mail, which I never received, and then begged for the sites for the applications, I would always send in my applications on time. But it would take these servicers a ridiculous amount of time to " process '' what my new payment amount would be. Because they didn't know what my new annual payment was going to be, I had the option of making a full standard payment, which was basically all my earnings for a month, or going on forbearance, and not having that month count toward my PSLF. This is also an unfair practice, when the rubric for calculating a monthly payment is so simple and completely in control of the servicer. XXXX XXXX has since changed this, requiring documents to be sent in sooner, so they could process the new payment amounts by XX/XX/XXXX or so, but I believe those months spent working in public service and having to go on forbearance because the servicers couldn't properly process the payments on a timely application should also be counted towards my 120 payment total. This happened for four years, resulting in 4 months less counted. If they did this for 10 years, it would take just about a whole extra year to achieve forgiveness, which is not fair.
Company Response: Closed with explanation

Timely Response

2019-04-23

Wayland, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am once again emailing you about Fed Loan. In short, it can not add up the correct amounts that I am paying for my loans and keeps telling me that I am behind on payments when I am not. More to the point, it does not count the {$80.00} debited account each month toward my overall total payment. It fixed this issue after I complained to CFPB last year ( see below ). My payment of roughly {$320.00} per month should always be divided between the {$80.00} debited from my account and the remaining money that owe. Fed Loan can not seem to figure this reality out. My previous complaint : Summary of your complaint Complaint number : XXXX Date submitted to CFPB : XX/XX/2018 Date sent to company : XX/XX/2018 Product : Student loan Issue : Dealing with your lender or servicer XXXX
Company Response: Closed with explanation

Timely Response

2019-04-23

Madison, WI

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

2019-04-23

Portland, OR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have had ongoing issue related to communication and customer service with Fedloan Servicing. I am taking advantage of the Income-Driven Repayment Plan and Public Service Loan Forgiveness programs and Fedloan Servicing is making it nearly impossible to participate. I have submitted the required paperwork for both programs as required and every time I need to re-certify or send in new documentation, there is a problem. For example, this year on XX/XX/19, I received an email stating that I would need to re-certify my Income-Driven Repayment plan. The email stated that " in about 2 months, look for another communication from us with easy instructions and a direct link to recertify online '' and " If we do not receive your completed application and all supporting documentation within 10 days of XX/XX/2019, your monthly payment will increase to {$930.00}, first due on XX/XX/2019 ''. I decided to re-certify early given my experiences with Fedloan Servicing in the past. As of today, XX/XX/19, I have not received the email described above. On XX/XX/19, I submitted my Income-Driven Repayment Plan documentation including the application and my tax return. On XX/XX/19, I received an email stating that my application was incomplete and that I would have to wait for a letter in the mail to explain what exactly was missing from my application. I uploaded my tax documentation again and called Fedloan Servicing on XX/XX/19 after not receiving any letter in the mail. The representative I spoke with was able to see both my application and tax information had been uploaded but was unable to tell me why my application was considered incomplete. I was then transferred to another section and told I would be on hold for more than 20 minutes. There is absolutely no reason why it should be this difficult to get a simple answer about an application for re-certification. I am still waiting to receive a response by email, mail or phone regarding this issue. I have also submitted the paperwork for Public Service Loan Forgiveness Program. My initial employment certification was approved but when I switched employers and sent in my new certification, I received a letter stating the the form I had used was out of date. On the form, was the date the form was valid until. I completed and submitted the form well before that date. I called Fedloan regarding this issue and was told they would fix the problem. Several months later, I called again and was told that they had not fixed the problem and that I would need to submit a new form. Every time I have an issue with this company, I am told it will be taken care of and then it isn't.
Company Response: Closed with explanation

Timely Response

2019-04-23

DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: FedLoan Servicing manages my student loans. As a XXXX XXXX XXXX I am participating in the Public Service Loan Forgiveness ( PSLF ) Program. I submitted the appropriate paperwork to demonstrate that I have made 30 qualifying payments for each of my two loans. I submitted the PSLF certification paperwork on XX/XX/XXXX. I received a statement on XX/XX/XXXX stating that one of my had only 19 qualifying payments and the other had 23 qualifying payment. I contacted FedLoan Servicing via email on XX/XX/XXXX and I specifically asked FedLoan Servicing to let me know which months in the 30 month period did not meet the qualifying payment requirements. In response, FedLoan Servicing said in an account statement dated XX/XX/XXXX that one of my loans has only 25 qualifying payments credited, the other only 27 qualifying payments credited. Not only are the qualifying payments incorrect, I have not been notified which months in the 30 month period, do not qualify for PSLF.
Company Response: Closed with explanation

Timely Response