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 73
2019-02-16
San Francisco, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I submitted my annual re-certification on XX/XX/XXXX. I provided all documents including a paycheck stub from my employer ( XXXX XXXX XXXX XXXX XXXX ) and noticed the payments were recalculated INCORRECTLY ( {$260.00} ). They are not following the LAW and calculating the payments based on line one of my paycheck stub which shows my XXXX XXXX monthly pay. They are not properly deducting my TSP contribution.
I called on multiple occasions throughout XXXX and XXXX of XXXX and spoke with supervisors who told me I could not speak with the employees who perform the calculations to understand what was wrong. The supervisor called the loan processors and they said that I needed to resubmit my pay stub and identify which items are taxable and which should be deducted.
I resubmitted my paycheck stub with clear calculations and indications as to what is taxable and what should be deducted. The recalculated my paycheck on XX/XX/XXXX again without performing any deductions. The new payment is {$410.00} which is drastically above what it should be. The company refuses to tell me how they are calculating my payments and in my opinion, are breaking the law.
Company Response: Closed with monetary relief
2019-02-16
Stamford, CT
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Don't agree with the fees charged
Company Response: Closed with explanation
2019-02-16
PA
Communication tactics
Debt collection: Federal student loan debt
You told them to stop contacting you, but they keep trying
Complaint: Told them to stop calling me at work XX/XX/19.
Was told by them in a threatening manner that they will continue to contact me at work. Called Me at work XX/XX/19.
Company Response: Closed with explanation
2019-02-15
San Francisco, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: The company is asking for additional documentation from the City of XXXX XXXX ( which I have now provided ) and continues not honoring a year of public service - 6 months of which were under the Loan Forgiveness program.
Company Response: Closed with explanation
2019-02-15
Albuquerque, NM
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2019-02-15
MA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I have been on an Income Driven Repayment ( IDR ) plan for the entirety of my time in repayment with XXXX. This year, I submitted my IDR recertification request on XX/XX/XXXX. The prior years IDR recertification, I submitted my request on XX/XX/XXXX, which was approved and implemented without issue. On XX/XX/XXXX, I received a denial letter from XXXX stating, it is not yet time to recalculate your payment. We will notify you when it is time to submit your annual recertification documentation. '' I relied upon this representation from XXXX. I got no other letters from XXXX about submitting my recertification documentation. The next letter I received arrived in my online inbox on XX/XX/XXXX, and indicated that XXXX had not received my complete annual documentation, resulting in my increased payment and capitalized interest. My application was submitted prior to the deadline and I received no information regarding a penalty for applying too early. Additionally, I received incorrect and misleading information from XXXX regarding the time to re-submit my application. I relied on this information and, as a result, was incorrectly removed from my IDR plan, had my payments increased, and had my interest capitalized. Finally, XXXX had a valid and complete application on file at all times relevant to this issue that could have, and should have, been processed. XXXX 's customer service has been unhelpful and has given me contradictory information every time I call. I have submitted a full appeal letter trying to resolve this problem, and have still not heard back from them. Meanwhile, my account is past due and they keep pushing me to go into forbearance rather than just fixing their error so that I can make my normal IDR payments.
Company Response: Closed with non-monetary relief
2019-02-15
NH
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: My wife, XXXX XXXX, and I have been working on resolving issues with her Public Student Loan Forgiveness since XX/XX/2018, and since early XX/XX/2018 if you were to count our multiple submissions of her application for her employment to count towards the loan forgiveness program. She currently has her loans through XXXX XXXX XXXX. I have taken the reigns, so to say in regard to helping her with navigating the issues she has been having, but please feel free to reach out to either of us. We have reached out to XXXX XXXX and to the US Dept of Ed 's Ohmbudsman group on numerous occasions ( est 30+ documented calls ), and had opened up cases through both regarding the issues we are having. We keep getting the run around, and neither has diligently worked to resolve our issue we are having. My wife and I believe that she is meeting the qualifications for PSLF based off of the legislation on PSLF that we have found, but they continue to deny us, and are not appropriately responsive as we have requested numerous times. We had asked for a phone call to better articulate the case, and the possible ability to discuss with a person who is legislatively literate, however, no one follows through w/ either XXXX XXXX nor the Ohmbudsman groups- as I mentioned above they keep kicking the responsibility to out of their control, or sending me emails last minute that we simply don't qualify & case closed end of story without truly having someone hear & understand our claim/appeal. My wife is working at a qualifying agency for the required 30+ hours weekly per PSLF guidelines for the past 1.5years. However, they say that since her employer considers her per diem, she needs a second job to qualify. Our issue is that the specific wording of their application, as well as the wording found within the laws themselves would side with my wife and I as being correct that she does in fact qualify for PSLF as is. Neither the Ohmbudsman group nor XXXX XXXX themselves are acknowledging our issues, and continue to drop us before our claim can be adequately heard or addressed.
Company Response: Closed with explanation
2019-02-15
Fleming, GA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I am the wife of a military member and lost my job in XX/XX/XXXX. On XX/XX/XXXX, I submitted my husband 's military pay statement for XXXX to recalculate my income based repayment amount. On, XX/XX/XXXX, I received notification of an erroneously calculated new payment amount. They erroneously included my husband 's non-taxable housing and food allowance in his salary. My payment before I lost my job was {$750.00} and was erroneously recalculated to {$850.00}. When I was notified of this increase, I knew they made a mistake and called them the same day to review their mistake. They did and recalculated my payment to the correct amount of {$560.00} on XX/XX/XXXX.
My XXXX payment was still reflecting {$850.00} due on XX/XX/XXXX. I called them and they told me it was nothing they could do to have the correct amount reflected. I had two options : 1 ) pay the {$850.00} or 2 ) request a forbearance to skip the XXXX payment. I explained to them that my husband and I could no longer afford the {$750.00} without my income so there was no way we could afford {$850.00}. I also explained to them that it was unfair that I had to suffer because of their mistake. The loan specialist on the phone explained to me that there would be no negative ramifications of using a forbearance. However, I received a notice on XX/XX/XXXX from XXXX stating that {$11000.00} of unpaid interest is going to be capitalized due to the change in my payment structure. When I called them, they told me I should have read the forbearance application and would have known that unpaid interest would be capitalized. I am in total shock that this has happened to me because of their mistake. I feel completely victimized and helpless. I would appreciate any assistance you can offer.
Company Response: Closed with non-monetary relief
2019-02-15
Eagle Mountain, UT
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Company Response: Closed with non-monetary relief
2019-02-15
Foothill Ranch, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: To answer questions in order recommended : 1. My complaint is regarding XXXX lack of timeliness and inability to accurately track and return a signed, one page document to me.
2. I am trying to apply for the Education Debt Reduction Program ( EDRP ) which is offered by the XXXX XXXX to reimburse you for up to {$200000.00} of federal loans over five years, granted that you apply and are chosen for the program within the first four months of being hired. It is finite and therefore, timeliness is of the upmost importance. I needed one signature to confirm the amount owed, repayments I have made, etc. of my loan. I uploaded this form to be completed by XXXX on XX/XX/XXXX. I called XXXX # XXXX to confirm it was received and that this completed form could be emailed to me ( not mailed ) so that I could get it in a timely manner.
3-5. This complaint is about XXXX and the people involved are listed below, although it seems to be a problem with the broader system and lack of cohesion in management and process my opinion. Here is what happened.
Called and received XXXX # XXXX who stated that the document was received but needed 7-10 business days to be processed. My apologies that I do not have the exact dates corresponding to which people, but over the next two weeks I spoke with XXXX # XXXX, another employee whos name I did not catch # XXXX, and two other employees that I did not record the name of, I asked if I could speak to someone who could confirm that the information I submitted was correct so that it could be processed. I was told that was not possible, the form needed to be given to a XXXX, and got conflicting information that it would be here by the end of the week, take either an additional 7-10 business days or another 30 days. All of them said there was no direct point of contact I could call to confirm that anything was completed, correct, incorrect, etc. I had to essentially restart the process every time I called.
Finally I spoke with XXXX # XXXX on XX/XX/XXXX who said he would escalate the documents completion and call to confirm that it was sent on Tuesday XX/XX/XXXX. He did not call, but when I called the general line he had mailed the document. However, again I needed this document as soon as possible, so I needed to get a request to send it via email as I had requested on each occasion. I called again on XX/XX/XXXX XXXX # XXXX who again escalated the request to be emailed by Friday and to request to speak with a service recovery supervisor if it was not received. Again, not given a direct point of contact for follow-up despite the request. I called Friday XX/XX/XXXX because I had not received an email. XXXX XXXX XXXX said that she would need to escalate the request again. I requested to speak with a service recovery supervisor and was transferred to XXXX # XXXX who confirmed that it could be emailed, and would be emailed by today and provided me with her extension, finally, after my 9th call to XXXX.
Although in my personal experience XXXX has improved in service ( ie wait times for calling, switching repayment plans, tracking payments ) I think it is necessary to report how difficult it has been for me to get a form that would ultimately allow me to repay them much faster. I am confused and frustrated that I would not be given a point of contact and needed to repeat myself nine times and be on hold nine times while they figured out the same information. There appears to be some kind of note system in which they track calls, but do not appear to be tracking the information that would benefit me accurately or in a timely manner. Their deadlines are bogus, and their follow-up is non-existent. All of the information I obtained was through hassling them myself, for approximately 30 minutes at a time, for one signature. If I do receive the document today, this one small task will have already consumed 18 business days, 9 calls, and about 5 hours on the phone, which others might say for XXXX is pretty good, but I believe is unacceptable and potentially extremely detrimental to my financial health if I miss the deadline to apply to a program that would in essence eliminate XXXX XXXX of my loans in 5 years.
Thank you in advance for your time and I sincerely hope that more accountability can be applied to XXXX as a whole, rather than blaming it on the individuals who were trying to help me.
Company Response: Closed with explanation
2019-02-15
GA
Struggling to repay your loan
Student loan: Federal student loan servicing
Can't get other flexible options for repaying your loan
Complaint: I attended XXXX University from XX/XX/XXXX to XX/XX/XXXX online out of state. They are currently under a lawsuit settlement & have paid off or forgiven former students loans. I'm wondering why I have not been contacted & this outstanding loan of {$69000.00} is showing on my credit incurring interest.
Company Response: Closed with explanation
2019-02-15
Chicago, IL
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: Since The induction of the Public Service Loan Forgiveness ( XXXX ) I have contacted my loan servicesor, XXXX XXXX XXXX XXXX XXXX and the Department of Education regarding the payment plan and application. Each year I was informed that I was in t he correct getting payment plan. As I would be told by a representative that I was in the correct payment plan and that I am in the program for the PSLF.
As I do each year, I call XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX, and was informed by a representative that I was not in the correct payment plan, and they would have to transfer my payments to XXXX XXXX XXXX.
When I had my payments transferred to XXXX XXXX XXXX, I was told by their rep that I was not in the correct program and that I only had 20 qualifying payments for the PSFL.
I dont know which servicesor provided the correct information. I believe that pay more qualifying payments.
I called MY XXXX XXXX XXXX today and spoke with agent # XXXX. He was extremely patronizing and disrespectful regarding my student loan information.
Company Response: Closed with explanation
2019-02-15
Lk Buena Vis, FL
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation
2019-02-15
Oviedo, FL
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 explanation
2019-02-15
Fort Lauderdale, FL
Dealing with your lender or servicer
Student loan: Private student loan
Received bad information about your loan
Company Response: Closed with explanation
2019-02-15
San Gabriel, CA
False statements or representation
Debt collection: Federal student loan debt
Attempted to collect wrong amount
Complaint: On XX/XX/19 XXXX put me in loan Forbearance even though I did not request it. this is a problem because, even if I make payments while in forbarance ( which I did ), they do not count towards qualifying payments for loan forgiveness. I have requested to have that forbearance removed twice to no avail.
I just noticed that they also did it this past XX/XX/XXXX. I was hung up on during my last phone call by XXXX employee # XXXX. I'm trying again now.
Company Response: Closed with explanation
2019-02-15
Greenwood, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I have written to both XXXX, XXXX, and XXXX XXXX pointing out that four student loans ( see excerpts attached ) are reporting inaccurately. XXXX XXXX is currently reporting negative late payments on the Payment Status line on my credit report. These four accounts are marked as closed and showing a XXXX balance. How can the Payment Status line show anything other than Current or Unknown? Historical late payments are shown in the 24 month payment history and should never be shown on the Payment Status Line.
Such reporting is 100 % inaccurate and is hurting my credit score which is extremely harmful to a current home loan approval pending.
Please correct this reporting error as soon as possible.
Company Response: Closed with explanation
2019-02-14
Philadelphia, PA
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
2019-02-14
San Antonio, TX
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
2019-02-14
Midlothian, VA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: Im opening this complaint because Im having an issue with my XXXX XXXX XXXX. Please see the following details : - Approximately a month ago Id learned the somehow XXXX XXXX XXXX was given a dispute letter which was intended for and submitted to XXXX XXXX.
- First, I dont know how XXXX XXXX XXXX receives a copy of a letter pertaining to a loan that does not belong to them.
- Secondly, I dont know why representatives at XXXX XXXX XXXX did not thoroughly read the letter upon its receipt as it named a private lender who it was intended for who is not XXXX XXXX - Instead, XXXX XXXX XXXX has removed my Student Loan Information from my credit as of to date - That means Im now not getting fair credit reporting on students belong to me as I am still responsible for paying the bill each month - Ive now contacted XXXX XXXX twice regarding this issue. Once approximately in XX/XX/2019 and the other on today XX/XX/2019 - I dont remember who I spoke with in XX/XX/2019. The person I spoke with today is named XXXX. His ID is XXXX.
- The reason has become a XXXX XXXX XXXX issue now is because XXXX XXXX XXXX didnt read the letter for XXXX when they first mistakenly received it.
- Even after I called them about the mistake in XX/XX/2019, they still didnt get the manner handled properly This was so very simple and could have been avoided. All the original area /representative who received the letter needed to do is realize the letter was meant for another company ( private ) and not meant for XXXX XXXX XXXX . Instead, all or portions on My student loan information got removed from my credit report ( s ) which is very damaging as it has caused a major drop to my credit score right during my home search and buying process. XXXX XXXX is now showing as a closed account when it is not. This is not fair to me as a consumer making payments on my XXXX XXXX accounts. Im not happy about this as Im sure no one else would be.
Company Response: Closed with explanation
2019-02-14
Snellville, GA
False statements or representation
Debt collection: Federal student loan debt
Attempted to collect wrong amount
Complaint: Pennsylvania Higher Education Assistance Agency ( PHEAA ) continues to ignore my requests of due process of law regarding my student loan debt. Please see attached document that explains the latest update regarding my dispute.
Company Response: Closed with explanation
2019-02-14
Darmstadt, IN
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Closed with explanation
2019-02-14
Beyersville, TX
Struggling to repay your loan
Student loan: Federal student loan servicing
Can't get other flexible options for repaying your loan
Complaint: There is a Public Service Forgiveness Program to which I applied for and qualified for. I have been working in the public sector most of my life. While I was working for my last employer ( XXXX XXXX XXXX XXXX XXXX XXXX, XXXX ) I applied for the program. XXXX signed the verification papers, acknowledging my 19 years of public service in XXXX XXXX. What I received was note from XXXX ( U.S. Department of Education ) telling me that they had changed my service provider. So instead of getting any relieve, they changed who was servicing my loan, and increased my payments. Subsequently I wrote them a letter explaining the situation. It was months before they responded and when they did, they said I didn't follow the correct process so I was denied. I called them because I did not understand what they meant. I spoke with a person on the other line who was not interested in helping me -- instead sounded like a broken record just repeating the same thing over and over again. When I asked about my options he said I could start the process all over again and fulfill another 10 years of service. When I told him I could not do that since I retired from the job ( I am XXXX years old and a widow ), he said that would disqualify me from the program because I was no longer in the public service. It was like a nightmare speaking to this person. When I asked about an appeal he said there was none, and when I asked for a contact to send a complaint he said he didn't have one. He would not allow me to speak to anyone else. Overall it was very poor customer service. What I want is for the company to see that I have paid diligently and have paid more than the initial loan by a lot. It is not like I have not paid with interest. My loan amount has not gone down at all in ten years even though I am paying more because the monthly amount I pay keeps going up every two years. It continues to be the same, and in fact, looks like it actually goes up instead of going down. They need to abide by the Public Service Forgiveness Program, for which I believe I have completed the basic requirements. If you look at their website, you practically have to be a lawyer to understand what they are talking about. They have failed to adequately inform those who qualify. I understand that they have turned down 99 % of those who in good faith served the public and followed the letter of the law by not missing one payment. When 99 % of those who entered the program are denied, the XXXX folks have done a very poor job of communication adequately about the requirements. I look forward to a review of the program and of my case so that my loan is forgiven under the XXXX XXXX XXXX XXXX XXXX. Thank you. XXXX XXXX XXXX XXXX : The Pennsylvania Higher Assistance Agency has been cited as one of the least customer and consumer friendly services regarding student loan programs in general and also with the public service loan forgiveness program. If I were to send you a record of what I owe you would see that the figure has not gone down considerably in the time I have been paying. In fact the amount went up again even with consistent monthly payments. It is disheartening to look at the account and see that no matter how diligent I have been in payment, the figure does not go down. The interest rate is 7.6. I pay {$290.00} a month and the interest is {$270.00} so very little is applied to the loan. I can not afford to pay more as I have been a widow over 8 years, I have a mortgage still, and other bills. This feelslike I am being robbed!
Company Response: Closed with explanation
2019-02-14
Hillsdale, NJ
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: XXXX XXXX has updated my credit report to 150 days late from 120 and this is 4 years old. I was having financial difficulty 4 years back and i was 120 days late not in XX/XX/2019 XXXX switch it from 120 to 150 causing my credit score to drop 89 points. The account has been in good standing for over 3 years, This was a spiteful maneuver for a reason unknown to me. I called and asked them to change it back to 120 but they refused even though its from 4 years ago.
Company Response: Closed with non-monetary relief
2019-02-14
Baltimore, MD
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation