AES-PHEAA

2019-03-29

Everett, WA

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

2019-03-29

Olympia, WA

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

2019-03-29

Clay, PA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2019-03-28

Portland, OR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Company Response: Closed with explanation

Timely Response

2019-03-28

Jacksonville, FL

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

2019-03-28

Boston, 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

2019-03-28

Grover Beach, CA

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

2019-03-28

Eldorado, WI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: XXXX XXXX XXXX is a fradulent school that was shut down by the school board. I had attended XXXX XXXX in XXXX for about 2 months. They told me and my dad i did not qualify for complete financing and that we had to get a PRIVATE loan together through XXXX XXXX and that we would have to pay the full tuition upfront and if i ever wanted to come back i could if i needed to take time off. So i had gotten a new job around the time i started school and it became to much for me to juggle. I stayed with the job and im still with the same company to this day. XXXX i had tried to go back to school but they requested another XXXX XXXX private loan pulled out for me to go back to class. in which i already payed XXXX for 2 months. Me and my dad had contacted the school multiple times after that to have whatever was left of the money we paid to be returned to XXXX XXXX. Ignored our calls and never got a response. They had now shut down the school for fraud and i am here years later still owing XXXX JUST IN PRIVATE and XXXX in Federal aid for fraudulent schooling who stole money. Ive tried everything to get some help about this situation and i cant catch a break. I have been paying 300+ a month for the last 6-7 years and XXXX XXXX told me i still have another 22 years before its paid off. As far as documentation i have the loan papers from XXXX XXXX and getting a hold of anything XXXX XXXX to get my actual school documents is going to be impossible. Any other information needed please let us know so we can try and get this taken care of.
Company Response: Closed with explanation

Timely Response

2019-03-28

Fort Worth, TX

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: The problem is I am paying more in interest and principal then I am paying in the actually loan itself thats the problem I have been scammed by the school now by the XXXX XXXX XXXX, the School has been shut down for illegal practices now the forgiveness program doesnt cover me because they didnt have a four year program for me so I couldnt continue to keep attending the school so I have credits thats non transferable to attend a major university. I been on this loan for about 2 til 3 years now the Original loan was for XXXX and now its XXXX..
Company Response: Closed with explanation

Timely Response

2019-03-28

Broomfield, CO

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

2019-03-28

Seneca, SC

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I called XXXX XXXX to try to get my loan payments lowered. I spoke to a representative XX/XX/2019 and she stated that I needed to recertify and choose a better IDR plan for a lower payment plan of {$68.00} a month. I did exactly what the representative told me to do. However, when I called XXXX XXXX on XX/XX/2019 at XXXX a representative stated that I could not change my IDR plan because I needed to make 3 consecutive payments before I could change the plan. I tried to explain the representative that the other representative I spoke with on XX/XX/2019 never stated anything about that and how I did everything she told me to do but the representative I spoke with was not trying to help me and got an attitude with me ; she stated that I had three months to pay XXXX which would be XXXXeach month and she also stated that I would not have to Pay anything until XX/XX/2019.The representative was no help with assisting me ( consumer ) ; she did not try to find a solution for me and all I wanted to do was get lower payments. XXXX ( XX/XX/2019 ), I tried to call XXXX Representative to see if someone could assist me and figure out a way to get me lower payments and the representative ( s ) were no help. The representatives kept transferring me. The first representative did not mention anything about not being able to change my IDR plan and the 3 consecutive payment but when she transferred me to another representative the representative was not helpful as well. She stated that I had to make a payment of XXXX on XX/XX/2019 and my new payments would be XXXX on XX/XX/2019. It seems to me that all the representatives need more training because they are supposed to be there to assist and answer questions. They were definitely not able to answer certain questions and did not even take the time to try to find a solution to help the consumer ( me ), especially when Im willing to make payments. The last representative I spoke with definitely did not help me, it was as if he went off of the previous representative words because as soon as spoke with him, he stated that the representative explained what was going on and basically went off her word instead of his own judgment/ solution. I asked the last representative about doing an appeal or a complaint and he stated that XXXX XXXX do not have appeal forms and he stated that he did not know what CFPB ( XXXX XXXX XXXX XXXX ) and never heard of it ; XXXX XXXX Representatives need more training on a lot of information so that they are able to assist consumers instead of giving them consumers false information and the run around.
Company Response: Closed with explanation

Timely Response

2019-03-28

Manhattan, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Company Response: Closed with explanation

Timely Response

2019-03-28

Edna, KS

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

2019-03-28

OR

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was paid
Complaint: -XX/XX/XXXX, I submitted 2 online payments to XXXX for student loans in the general amounts of $ XXXX and $ XXXX. I not only saved the website confirmation page, but also the emailed confirmation. -XX/XX/XXXX, I logged on to review my loans and saw the XXXX loan was still owed. I submitted a payment again- only realizing it was the 2nd payment when I went to save the PDF prinout in my XXXX folder. I then cancelled the payment and looked through my history of online payments which had NO evidence of theXX/XX/XXXX payments listed. I reviewed my online banking and noticed the amount hadn't been withdrawn. I then called my bank, confirmed that sufficient funds were present on XX/XX/XXXX, and was told XXXX had made no attempt to withdraw those funds. I then called XXXX, where a rep told me that there was NO record of my XX/XX/XXXX payments, regardless of the confirmation numbers I had. She requested I fax in the PDFs I had saved fromXX/XX/XXXXXXXX. I faxed them in. XX/XX/XXXXI called XXXX b/c I never heard back. The 1st rep said my case had been reviewed AND CLOSED on XX/XX/XXXX b/c I'd cancelled my XX/XX/XXXX payment ( I was never informed of any of this ). When I pointed out that her explanation in no way explained WHY my XX/XX/XXXX payments hadn't processed, she agreed. I expressed that my expectation was that they'd recognize the error on their end, honor my XX/XX/XXXX payment date, process the payment, AND remove all interest accumulated since XX/XX/XXXX. She told me that was reasonable and that she would transfer me to a supervisor WHO COULD DO THAT. I was transferred 2x, 3rd rep informed me that XXXX was NOT responsible for *not* processing my online payments and that ITS MY FAULT because I should have followed up and checked to see if the payment processed. I told her I had sufficient funds in my account, I had no reason to and I brought up the fact that they hadn't even followed up with me after allegedly reviewing *and closing* my case. She told me the review showed XXXX wasn't at fault, that I couldn't see the review, AND asked for documentation that my bank even CONTACTED XXXX XXXX to initiate payment ( WHICH WOULD NEVER OCCUR because XXXX is responsible for contacting the bank for that money ( Track 4 of the audio at 6:30 ) ). I asked for any documentation of the review, including a summary of the process taken to deduce XXXX wasn't responsible for processing my online payments and this rep told me they did not " do that. '' I then asked if she was telling me that they conducted " reviews '' without documentation and she said no, but that she couldn't access them. I asked to be transferred to somebody who could access them. She told me that XXXX was part of the Federal Government and that if I wanted that information, it would have to be subpoenaed. I informed her that this was the most ridiculous scam and that they have a clear history of mis-processing payments and poor documentation issues as evidenced by the current legal case in Massachusetts, not to mention all the XXXX complaints filed in the past couple years. To NOT process consumer loan payments and then continue charging interest and blame consumers for not following up is an outright scam. She said it was not a scam, and that she could not help me. The number of hours I have wasted on this is so ridiculous. Furthermore, a quick review of student forums on the internet demonstrates that this HAPPENS OFTEN. Something needs to be done because these XXXX scammers are mishandling payments, blaming consumers, and robbing us in the form of " interest '' on loans people already submitted payments on. It's a scam in the most acute form. Link to Audio Upload on XXXX XXXX ( it was too large for Upload here )
Company Response: Closed with explanation

Timely Response

2019-03-28

Campton Hills, IL

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

2019-03-27

Campville, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with non-monetary relief

Timely Response

2019-03-27

Palos Park, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: XXXX has taken over the loan management after I enrolled in the PSLF program. Since enrollment the customer service has been incompetent and inconsistent. I enrolled in a part-time masters program and they loans were placed in deferment. I have been attempting to remove the deferment for 4 months. Each person I talk to gives me different instructions on how to do this. I uploaded the requested paperwork to remove the deferment. I received a mailed letter stating the deferment was removed, but then 2 weeks later received an email that the deferment was back in place. I want to continue paying my loans on schedule but the servicer is preventing me from doing this. The wait times are usually very long on the phone. I have attempted to use online contact channels as instructed but never receive a response.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-27

Oxford, GA

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: I paid my personal student loan that was held by American Education Services with a personal loan that I received from XXXX XXXX. I have not received any information since the payoff, no letter confirming the payoff. In addition, the XXXX XXXX over paid the loan amount due and the refund check was never received by me, the borrower, nor XXXX XXXX. When I called the student loan company I was given a check # and an amount of {$770.00} but no one can tell me where it went only when it was sent and I have no confirmation of it, no receipt, nothing. It is extremely frustrating and the customer service is not good at all. We need to find where our check is and have confirmation of the payoff. The service that American Education Services has provided is extremely poor and seems a fit fraudulent because of the loss of funds and the bad communication. Company information : American Education Services XXXX. XXXX XXXX XXXX, PA XXXX Phone : XXXX-XXXX-XXXX-XXXX Fax : XXXX-XXXX-XXXX
Company Response: Closed with explanation

Timely Response

2019-03-27

Harsens Is, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: Good Afternoon, I am trying to find out whom the best person/bureau for me to contact regarding a financial dispute. I took out a Direct Parent Loan for my daughter in XXXX in the amount of {$9500.00} at 7.21 % interest. I have made the monthly payments of $ 75-100 ever since XXXX and requested on each check that the overpayments amount be applied to principal amount. I have contacted them several times ( XX/XX/XXXX, XX/XX/XXXX ( remove " Pay a head '' terms ), XX/XX/XXXX ), regarding the balance and how payments were being applied, they keep stating they would escalate, review and get back to me. It looks like they added another {$740.00} of INT Capitlztn, which if you take XXXX7.21 % that equals {$680.00}. It also looks like they changed the terms at some point. My recent review on my credit report shows a balance of {$9300.00} still being owed?! I am not sure how this could be possible with such a low interest rate and consistent payments being made on-time and even during times when the loan is deferred ( because she is now in XXXX school ), I am still making the payments but the balance isnt going down??.
Company Response: Closed with explanation

Timely Response

2019-03-27

East Rockaway, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I switched from XXXX to FedLoans in XX/XX/XXXX. I was told to make regular payments during the transition to avoid any delay in payment. During that time I was put on an administrative forbearance that spanned two payment cycles ( XX/XX/XXXX-XX/XX/XXXX, XXXX ). This was a forbearance that I was not made aware of until XX/XX/XXXX when I realized my PSLF qualifying payment count was wrong and that I was in pay ahead status. In the past, when I needed to go on forbearance ( with XXXX ) I was given paperwork stating I was in forbearance, but I never received such paperwork from FedLoans. I called FedLoans multiple times and spoke to multiple managers regarding this. They offered to shorted my administrative forbearance in order to make my XX/XX/XXXX payment would count. I received multiple letters stating my administrative forbearance period was changed. My questions are : If my administrative forbearance was shortened, why did my XX/XX/XXXX payment not count towards my total qualifying payments? If this was not the proper solution to my issue, why did a FedLoans Manager offer to do such and state that this should fix the problem? Why was I put on an administrative forbearance but told to make payments during that time? Why did FedLoans collect over {$6000.00} in capitalized interest on a forbearance that I did not want? Why do I not have paperwork agreeing to this forbearance or stating the forbearance period ( prior to XX/XX/XXXX )? Why arent borrowers informed that any payment made during a forbearance period would not count towards your qualifying payments in PSLF? If they are informed of this ; was this a policy that was in place in XX/XX/XXXX ( when I was put in forbearance )? Thank you.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-27

Mountain View, OK

Written notification about debt

Debt collection: Federal student loan debt

Didn't receive notice of right to dispute
Complaint: They failed to properly notify me of student loan debt. No written paperwork concerning my debt or payment options. Just ended up having late payments on my credit report without proper notification of when I was supposed to pay or my plan. I was sending in paperwork for my payment plan but was never notified or sent back paperwork to communicate if paperwork was received. Then I ended up having all these late payments on my credit report which is unfair and not lawful.
Company Response: Closed with explanation

Timely Response

2019-03-26

Carver, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I applied to the PHAA/XXXX XXXX Public Service Loan Forgiveness ( PSLF ) program on XX/XX/XXXX. I received the acceptance letter dated XX/XX/XXXX ( see attached document ). Then I received a letter dated XX/XX/XXXX stating that the number of my qualifying payments accepted into the program were 18 payments ( see attached document ). The problem started when I received one letter dated XX/XX/XXXX showing the correct 29 qualifying payments at that time and then a week later I received a letter dated XX/XX/XXXX showing only 14 qualifying payments for that time same period. On XX/XX/XXXX I called XXXX XXXX to report the issue and was told a review would be completed within 90 days. I have called again on XX/XX/XXXX, XX/XX/XXXX, and finally again on XX/XX/XXXX without resolution. ( See attached call logs ). Please see my attached documents which support my statements. I have been waiting over a year for a resolution to this problem. This incorrect information changed my loan discharge date by 15 months. I am very concerned that due to the incorrect information, XXXX will break the 120 payment agreement for the PSLF program and require that I pay XXXX in error. If the information is not corrected this is exactly what will happen.
Company Response: Closed with explanation

Timely Response

2019-03-26

Boston, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I had student loans through XXXX, which is a loan servicer for the Department of Education. I paid off the loans in full through their website, but this did not cancel my regular monthly payment, as one might've hoped, so that went through and they were overpaid by {$570.00}. I called XXXX about this and the first person I talked to said he would put the refund through right away and made it sound like I'd be receiving it shortly. But when I didn't see it after a week, I called again to ensure it had been processed and the new representative told me it takes 7-10 days on their end to process and then up to 45 days to process via the U.S. Department of the Treasury. It seems really offensively inefficient that after paying off these loans without issue for years that they would now keep XXXX {$600.00} of my money for such a long period of time. I would not be allowed such a courtesy if the roles were reversed and {$600.00} is nothing to sneeze at. I want to know why it takes such an extremely long period of time to refund such a substantial sum of money to me? If I were to take my sweet time paying my loans you would not be quite so patient with me so I don't see how this is just or fair. Am I allowed to charge you interest until you pay my money back? No. So I'm not understanding why the processing time is so unreasonable and no one at the business was able to answer my questions about this.
Company Response: Closed with explanation

Timely Response

2019-03-26

FL

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: When I started at the University of XXXX, I let the admissions representative that was helping get started that I had a background issue would it be a problem? She stated no. At this time my degree is in XXXX XXXX/XXXX XXXX. It is a problem I have applied to several places and have been turned down be cause of my background check ( criminal background check ). So I explained this to my loan servicer, which is XXXX. I applied twice, the first time they denied my they stated that XXXX denied me and they had no control over the discussion, and to call XXXX. XXXX referred my back to them. Then they said I filled out the application wrong and I needed to redo lines 9 and 10. So I downloaded another application and re did it. Then I decided to call to check and they said I was denied again because I need the school to say they knew, and to call XXXX because they handle all decision. XXXX said it was not true and to get a supervisor. I do not know who can help me but I am getting the run around from both of these companies and I just do not know what to do.
Company Response: Closed with explanation

Timely Response

2019-03-26

Gloucester City, NJ

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was paid
Complaint: AES ( American Education Services ) continues to bill me for a student loan that I have paid for back in XXXX, 2015. PHEAA conducts its student loan servicing operations commercially as American Education Services. AES continues to contact me regarding a pass due bill that I don't owe via email and telephone. In addition, they have put this past due bill on my credit report. I tried contacting them and they didn't even want me to send them the invoice that it was paid in full, they just insisted that I owe them. The dates discussed based on the timing that I attended school and the monthly amount of my payment arrangement were identical to the payments I was making.
Company Response: Closed with explanation

Timely Response