AES-PHEAA
Consumer Complaints
There are over 9925 complaints on file for AES-PHEAA. Dated between 2019-12-11 and 2012-03-07.
Complaints Page 63
2019-03-19
MA
Struggling to repay your loan
Student loan: Federal student loan servicing
Can't get other flexible options for repaying your loan
Complaint: The XXXX XXXX XXXX took over my student loans at my request, in order to lower the overall monthly payments. Each month for the past three years, I have paid the minimum amount due, and most months I paid more than the minimum. However, rather than applying the excess amount to the principal, XXXX put in into the interest payments. So with a total of almost {$50000.00} at 4.525 % interest, my principal has not gone down at all, but the amount of interest I owe has increased. At this rate, I'll never get the loan paid off.
Company Response: Closed with explanation
2019-03-19
Laguna Beach, 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
2019-03-19
New Rochelle, NY
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
2019-03-19
MN
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I have 2 complaints about XXXX XXXX, the first with mis-information, and the second with mis-calculating payments and then refusing to respond to my enquiries on the subject to correct the matter.
On XX/XX/XXXX, I had {$160000.00} worth of student loans consolidated and transferred to XXXX, with the purpose to repay them as part of the PSLF program. Upon consolidating and transferring them to XXXX XXXX, accurate information on payments types for PSLF were not well explained and I was led to believe any standard or PAYE payment would be counted for the program ( this is incorrect as I found out years later ). So, with this I opted to make the standard payment of {$1100.00} per month, thinking even if I was paying a bit more than I shouldve been, at least I was denting the principal amount owed a bit in case the program did not work.
After this, I have not missed a single payment. From XX/XX/XXXX until XX/XX/XXXX, I paid {$1100.00} per month thinking I was qualifying for the PSLF program. In XXXX of XXXX, after hearing some horror stories about XXXX XXXX, I opted to check and ensure I was on track. To my shock, I then found out that standard payments do not actually qualify for the PSLF program. This would be my mis-information complaint, as I remain steadfast these payments should qualify as they were and are still well above what wouldve been paid under the PAYE program. The entire purpose of consolidating my loan with XXXX XXXX was for the PSLF program, and upon consolidation I tried to ensure I was making qualifying payments and was operating under the impression I was based on the information and guidance proved by XXXX XXXX. During these payments, I was, and still am with the same employer, so I know my employer qualifies.
After discovering my first 3 years of payments werent counting towards the PSLF program, I triple and quadruple checked myself what payment plans for sure qualified for qualifying payments and switched to a XXXX plan. From XX/XX/XXXX until XX/XX/XXXX, I paid {$880.00} per month on time ( auto-pay ). However, when I recertified my employment in XXXX of XXXX, it only attributed 6 qualifying payments being made instead of 12. I sent in a email inquiry to have this looked at, from which I have still not heard a response from. I also emailed again in XXXX, as well as called, although they would give me no useful information, would not transfer me to someone who could help, and just kept repeating it will get looked at in the order it was received.
My XXXX payment was then recalculated, and from XX/XX/XXXX to XX/XX/XXXX I paid {$880.00} per month, again on time each month and without fail. When I recertified my employment in XXXX of XXXX, my qualifying payments got updated as well, but only to 10 total qualifying payments made. I called them again this XXXX XXXX XXXX ) and was told I shouldnt expect to hear back for up to another year on my original inquiry. This would make it a two year response time, which simply can not be acceptable under any circumstances.
Since switching to the XXXX program I have made 25 qualifying payments ( I am counting the payment I just made as of XX/XX/XXXX ), which have obviously been grossly mis-counted and I would like to have fixed. Overall, I have made 65 payments on this loan under the assumption and guidance from XXXX XXXX that would count to the total of 120 payments needed to qualify for the PSLF program.
I feel like I have done my due diligence and been plenty patient trying to get this sorted out. However, I need a definitive answer on if my payments are all being counted or not, because if they are not, I need to figure out how to pay my loans back, because if every year when I make payments it only counts every other payment ( or every third payment for that matter ), I will never actually get them re-paid due to the insanely high interest rate ( 7.25 % ) on these loans and them accruing interest greater than the monthly payments it allows me to make.
Realistically, I should have 65 payments currently attributed to PSLF progress, and at the very bare minimum I should have 25 payments currently made. Seriously, anything you can give me or answers or clarity would save me from an insane amount of stress this is putting on my family not knowing if we can count on this repayment plan or not. Anything is helpful.
Company Response: Closed with explanation
2019-03-19
Cheverly, MD
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: The 3 credit companies are told to report the way or it automatic with me and others. I feel like as soon as I make a payment of {$500.00} or more my credit score does not go up at all but as soon as its a $ XXXX {$50.00} increase to anything on my credit it goes down 20/30 points.
Then every thing that is in collections is being reported every month which I think is a inside job because the amount does not change but yet it keep being reported and making my credit go down and stay below XXXX. Since Janurary I have been paying my car note every 2 weeks {$500.00} each and once it gets reported it goes up 2 points but like I stated I get a {$20.00} increase in a bill it goes down drastically. I would like someone to open up an investigation on all 3 credit companies regarding my credit because I feel like I am being ripped off by these credit companies. I do not know if its the color of my skin or what but in the last couple of months I have bought my car note down almost {$5000.00} but yet no major increase.
1 ) My collections are being reported every single month which is not right.
2 ) I have paid {$5000.00} or more in car note in a couple of months but it has not budged.
3 ) A account can get a {$20.00} increase and my credit goes down 30+ points 4 ) My school is on my credit and ruining my life even though the department of education has sued the school for fraudulent acts and the Dept of Edu won millions but the school loan is still on my credit.
XX/XX/XXXX {$20000.00} in unnecessary loans
Company Response: Closed with explanation
2019-03-18
Fair Oaks, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2019-03-18
Defreestville, 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
2019-03-18
Ballardsville, KY
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
2019-03-18
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation
2019-03-17
Northside, NC
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I am a part of the PSLF program ( public service loan forgiveness ). I am a XXXX in North Carolina. Upon review of my certified payments through XXXX Servicing ( XXXX ), I noticed a discrepancy and called to speak with a representative on XX/XX/XXXX. I was told I needed to go online and fill out a contact form. I immediately did that with the discrepancy information. They have 6 months of qualifying payments missing from one of my certified documents and another 9 qualifying payments from another. All I received were confirmation emails that they received my concern and would contact me " as soon as possible. '' I waited and sent additional emails on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. All of these emails have gone unanswered other than one of them on XX/XX/XXXX when I mentioned I may need to seek legal counsel, to which a representative named XXXX replied that " We are currently reviewing your qualifying payments for Public Service Loan Forgiveness. This is a manual process and can take a great deal of time. We understand it is frustrating to wait, and we apologize for not having a precise time frame for this process. At this time we have many requests of this nature and are working as quickly and accurately as possible to satisfy all requests. '' Other than that, I have received no response. I'm concerned that my loan forgiveness is not only inaccurate but that I have virtually no recourse in how long or even IF my payments will be corrected as the customer representatives will not speak with me about it and no one will email me back. It's preposterous! How are they able to deal with government-backed loan programs and run a business like this?
Company Response: Closed with explanation
2019-03-17
Little Rock, AR
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2019-03-17
Silver Spring, MD
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Closed with non-monetary relief
2019-03-17
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation
2019-03-16
Bloomington, MN
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - Emailed the XXXX / XXXX XXXX XXXX XXXX XXXX through their online contact system to inquire as to why they continually underreport my loan payments and qualified non-profit employment for XXXX XXXX XXXX XXXX ( XXXX ) program. Was told they would reply in 70-90 days - never heard back and it is now XX/XX/XXXX. The XXXX continues to say that they've received my request, but never gets back to me to request documents or even say what the status of my XXXX program is.
Here is the contents of the email ( sent twice ) : I sent the below info to you a week ago and have not heard back. When will you contact me back? This problem has been outstanding for over a year and I need assurances that this will be fixed. Please email me back, or at minimum, acknowledge that you received this communication. It's like sending something into a black hole!
-- -- My XXXX number of qualifying payments are not calculated correctly.
For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 49 qualifying payments.
Employer XXXX Employment Date XXXX you list 9 qualifying payments when it should be 24.
Employer XXXX, Employment Date XXXX the qualifying payments should be 25.
For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 49 qualifying payments.
Employer XXXX, Employment Date XXXX you list XXXX qualifying payments when it should be 24.
Employer XXXX, Employment Date XXXX the qualifying payments should be 25.
For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 49 qualifying payments.
Employer XXXX, Employment Date XXXX you list 9 qualifying payments when it should be 24.
Employer FXXXX Employment Date XXXX the qualifying payments should be 25.
For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 49 qualifying payments.
Employer XXXX, Employment Date XXXX you list 9 qualifying payments when it should be 24.
Employer XXXX, Employment Date XXXX the qualifying payments should be 25.
For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 67 qualifying payments.
Employer XXXXr, Employment Date XXXX you list 2 qualifying payments when it should be 42.
Employer XXXX, Employment Date XXXX the qualifying payments should be 25.
I have the statements from the loan payment programs to support this claim. What is the best way to provide this info to you and get my account updated? I have requested this be done every year, and every year the info is grossly incorrect. Please advise as soon as possible.
Company Response: Closed with explanation
2019-03-16
Coosada, AL
Dealing with your lender or servicer
Student loan: Private student loan
Problem with customer service
Company Response: Closed with explanation
2019-03-16
Asheville, NC
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation
2019-03-16
Columbus, OH
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 explanation
2019-03-15
Wonder Lake, IL
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I continue to struggle with XXXX. There has been an obvious miscalculation of Public Service Loan Forgiveness payments, counting only 9, as I have been making full monthly payments through and income-driven repayment plan faithfully since XXXX when I first consolidated my loans for the express purpose of being in the Public Service Loan Forgiveness program. I just recently sent updated employment certification forms - again - from eligible employers with eligible employment XXXX, detailing no new information I have not sent multiple times since XXXX. I received a reply back that the forms were received and no updates were to be made, and they detailed my eligible employment dates erroneously in spite of having clear, concise data on the proper forms that indicate a continuous period of eligible employment.
I have always submitted all paperwork on time every time it was asked of me, and I have never had to stop making eligible monthly payments because of financial trouble. Twice in the last few years I have had my account put in forbearance because of their clerical errors - already detailed documented in a Consumer Financial Protection Bureau complaint I have placed in XX/XX/XXXX - that contribute to a significant extension of my loan by no fault of my own.
The incentive structure is extremely problematic here. Through income-driven repayment >90 % of my payment goes to interest, with the last small fraction going to a very large loan, so they are obviously incentivized to keep my loan going as long as possible. Even if I get frustrated and pull out to pay it all down after refinancing, they still get all of their money. This has been such a chronic and common issue that I can only think they institutionalize some degree of incompetence and/or commitment to these anti-borrower and frankly misanthropic incentives in order to maximize their gains at the expense of students, especially with so few servicers who all seem to be terrible to borrowers.
This has to change. I hope State and Federal authorities can assist in applying pressure on XXXX and other servicers to remember their borrowers are people who needed and appreciate their help to pay for education, and not to mistreat the vast majority of us who are following The Rules but are still being bilked.
Company Response: Closed with explanation
2019-03-15
Bothwell, UT
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: Every month when I try and log onto XXXX it locks my account and forces me to go through a lengthy unlock process that usually involves calling them. Also about 50 % of the time when they instruct you to use the app its broken, and it locks your account. I have been using a password manager for at least a year and I get lock out every time.
Then I asked the customer service rep what would happen if I XXXX my self, and they replied they would go after why wife and child to collect.
They actively do not help you work towards resounable payments but put you on forbarence so they make more money.
Company Response: Closed with explanation
2019-03-15
TX
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
Complaint: XXXX XXXX XXXX Company is reporting 3 loans each as late twice to all credit bureaus.
90 days late 120 days late 90 days late 120 days late 90 days late 120 days late Totaling 6 missed payments which is inaccurate credit reporting because all loans were on a Income Based Repayment Plan at the same time.
The problem with this is that one XXXX XXXX Never notified me prior to the account being out of deferment effective this date.
Second XXXX XXXX XXXX Service Never mailed me a letter although my address was on file at the time of the account being in deferment.
Third XXXX XXXX service placed the account on a payment schedule without notifying me of my right to request a Income Based Repayment plan.
As you will see I have attached copies of their correspondences that were never sent to me and the notification preferences that were on file. All it shows is electronic.
Further, there are no records prior to XX/XX/2018 of a notice being sent that an initial payment was due for only 3 loans when all loans were on the same loan application for repayment, only a notice that the account was past due which is inaccurate.
Company Response: Closed with explanation
2019-03-15
Green Bay, 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
2019-03-15
Brewington Wds, IN
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Don't agree with the fees charged
Company Response: Closed with explanation
2019-03-15
OR
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: I have contacted the company for three months requesting that they correct the information on my credit report. They continue to tell me to wait for 30days and the issue will be resolved and it has not been solved yet. The information they are reporting to the credit bureau is inaccurate and has been for multiple months. I have spoke to supervisors and multiple staffs I just started collecting employee IDs because paperwork that was discussed was never filed. I previously spoke to XXXX XXXX, and XXXX XXXX. XXXX was extremely rude and informed me theres nothing she could do. She also stated she would file a complaint and nothing was submitted. XXXX informed me as well there was nothing she could do to help me. But they have a credit reporting department and was unable to communicate with that department to assist me with resolving this matter.
Company Response: Closed with non-monetary relief
2019-03-15
Chesapeake, VA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I served in the US Military ( XXXX ) on XXXX XXXX from XX/XX/XXXX until XX/XX/XXXX. This is considered qualifying service under the Public Service Loan Forgiveness ( PSLF ) program. During this time, I made 45 required monthly payments : the first student loan payment was made on XX/XX/XXXX and the 45th required monthly payment was made on XX/XX/XXXX. I certified my employment before leaving military service. XXXX XXXX, my student loan servicer, only credited me with 16 PSLF-qualifying payments. All of my payments were made during qualifying service under an IBR and were all on-time ( I enrolled in automatic debiting ).
When I confronted XXXX XXXX about the huge discrepancy, the reply was that I made extra payments once or twice a year and that was causing them confusion. I asked that my account be audited on XX/XX/XXXX. As of XX/XX/XXXX my account still hadn't been reconciled. I then phoned XXXX XXXX and requested an expedited audit. It has now been 4 months since I requested the first audit. I am still waiting.
Why is it taking XXXX XXXX 4 months to count 45 payments? As my student loan servicer, they have an obligation to ensure my loan records are correct and to take action to correct them when they are not. They have failed to do this.
I am attaching my payment history file, downloaded from the XXXX XXXX website. I added a column to the table counting the number of required minimum monthly payments I made during my qualifying service. The number is 45. One of XXXX XXXX XXXX accountants could have easily done this 4 months ago. It took me all of 4 minutes. I am also attaching the letter from XXXX XXXX counting only 16 of these 45 payments. Finally, I'm attaching my XXXX to prove my dates of military service.
Company Response: Closed with non-monetary relief
2019-03-15
Key Biscayne, FL
Problem with a credit reporting company's investigation into an existing problem
Student loan: Private student loan
Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: Good afternoon, I'm contacting you in reference to my American Education Services, American Education Services has been updating my account as delinquent for the past 4 months ( 120 days ) My accounts were consolidated with XXXX XXXX and I explained that to this company. I was told that the account would be placed on forbearance and no reporting would go further as, they do see the accounts is in consolidation status. this has caused a hardship on my credit rating my score has dropped over 100 points due to the failed actions by XXXX and American Education Services My credit rating score was above XXXX. As this is a hardship on my file. I am requesting the removal of the negative rating on my credit file be removed from all reporting agencies XXXX, XXXX, AND XXXX. I need this done ASAP, as American educational service is doing illegal collecting and reporting practices.
Company Response: Closed with non-monetary relief