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 74
2019-02-14
Philadelphia, PA
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
2019-02-13
KS
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: I originally fined a complaint with you on XX/XX/XXXX. I stated that on XX/XX/XXXX, after filing for a hardship forbearance, I received an email from XXXX XXXX granting me the forbearance until XX/XX/XXXX. The company 's response was " ... you expressed concern because you believe your loans were approved for forbearance through XX/XX/XXXX ... '' I have the email to prove the forbearance, but XXXX has locked me out of my online account. Being locked out of my account was another complaint in my initial filing. This was not addressed.
I tried this morning to get back into my XXXX online account and received the following message : " This account has been blocked from online access. For further assistance please contact us. '' I have been trying to get into my account since XX/XX/XXXX. I wrote XXXX several letters about the subject and called on XX/XX/XXXX. I need to get into my online account.
This is where payments are made, along with the forms for filing another Income Driven Repayment program. I can not do either, because THEY HAVE ME LOCKED OUT OF MY ACCOUNT.
Once I am into my account, I can retrieve the original XX/XX/XXXX, email granting me forbearance, and also apply for another IDR plan. I can do nothing until I can get into my account. Meanwhile, interest is piling up and it needs to be erased. It is XXXX XXXX fault I can not file or pay, because of my account being locked. Again, my statement from XXXX XXXX stated my payment is " XXXX. '' I want into my account immediately. XXXX does not respond to letters or emails, other than to say they have received them. I get a prescripted response. I want into my account, and all statements ordering me to pay hundreds of dollars stopped.
Company Response: Closed with explanation
2019-02-13
Brooklyn, NY
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: XX/XX/2019 - Paid off one of my student loans. Still had several outstanding loans.
XX/XX/2019 - * Receive a confirmation that above stated loan was paid off. Simultaneously receive an email that I have new Loan Repayment Terms ( received a letter ). The letter has the following as justification - " Your terms have been re-calculated due to a change in status ''.
* Looked up the items reasons they declare that could cause this and I do not fulfill any of the reasons.
* Call XXXX XXXX and ask the customer service rep to provide the reason they changed my loan repayment terms. She replies it's caused by the previously stated loan that was paid off on XX/XX/2019. I inform her this makes no sense, why would this impact my other loans. I request a copy of my previous Loan Repayment Terms and she asks me to go on hold. She eventually comes back and says the information she provided is incorrect and that XXXX XXXX incorrectly changed my Loan Repayment Terms.
* As a follow up, i'm waiting for a new set of Loan Repayment Terms and a copy of the original ones as well.
Bottom line - How on earth can they just change my loan repayment terms? I'm fortunate in that I've worked with student loans extensively but had I taken her word immediately, I would have operated on totally incorrect information. Furthermore, the letter they published should provide the justification for the change as opposed to a generic " many things could have changed ''. Why doesn't XXXX XXXX get any sort of reprimanding for this sort of behaviour?
Company Response: Closed with explanation
2019-02-13
Brooklyn, NY
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: My student loans of over {$90000.00} were automatically transferred over to XXXX when I applied for PSLF on XX/XX/XXXX, and I have had nothing but trouble since then in dealing with this company. Because of the timing of when the loan got switched, they did not have a record that I had made a payment for XX/XX/XXXX. My income-based payment plan also did not transfer over, so not only did I suddenly have a late payment on file, I also now owed the standard repayment amount of over {$1000.00}. They then incorrectly calculated my income-based payment number. When I alerted them of this, I was told that they'd put my account in a courtesy forbearance for two months ( during which time I was not able to make eligible payments on my loans towards PSLF ). After several more phone calls, I finally confirmed that they'd applied the missing payment correctly and that I was now paying the correct amount ( I think this was sometime in XX/XX/XXXX ), but also noticed that they had still not accurately counted the number of eligible payments towards PSLF that I had made.
I have called following up on this numerous times, and each time am told a different thing. In XX/XX/XXXX, I was told that the count was wrong because I had a " paid ahead '' status on my account for a monthly payment that had reset my count. I was told that that would be resolved.
Today, XX/XX/XXXX ( SIX MONTHS LATER ) the representative told me that yes he saw that I was waiting on the updated and accurate count, and that they have been aware of the issue since at least XX/XX/XXXX ( NEARLY A YEAR ), but that he could give me no indication of when it would be processed except for, " it will happen. '' I asked to speak to a supervisor and he told me there was no one who could expedite the process for me.
I have a little over 4 more years left on my loans, but am truly worried that XXXX will not have an accurate count ready when it comes time for me to apply for forgiveness. I feel that I have no recourse in dealing with this situation since XXXX is the exclusive servicer for PSLF and that XXXX can do whatever they want on whatever timetable they want. Waiting a year to get an ACCURATE count of eligible payments ( to date I have made 68, the calculation of which took me about XXXX minutes from downloading my payment history from XXXX, my former servicer, and XXXX ) is simply ridiculous. Please help!
Company Response: Closed with explanation
2019-02-13
Canyon City, OR
Dealing with your lender or servicer
Student loan: Private student loan
Keep getting calls about your loan
Complaint: I have student loans with American Education Services ( AES ). My loan balances are up to date and current. My father is the cosigner on the loan. My grandfather, XXXX XXXX, who is not affiliated with the loan has been receiving phone calls from AES almost daily and sometimes multiple times in a single day. AES is calling their home phone and my grandfather 's cell phone. My grandparents have spoken with AES dozens of times and explained that they don't understand why they are calling and have no information for them. They have asked AES to stop calling. I have contacted AES and asked the calls to stop. The calls continue to come. I have contacted AES on XX/XX/19 to demand the calls stop. AES refused to confirm the calls would stop. I spoke with a woman named XXXX. AES would not give me, the primary on the loan, any information. They just speak in circles from a script. I am paying my loans. They are current. My grandparents are not involved. I want the calls to stop.
Company Response: Closed with explanation
2019-02-13
GA
Struggling to repay your loan
Student loan: Federal student loan servicing
Can't get other flexible options for repaying your loan
Complaint: I am 8 years into qualification for XXXX.
I submitted my normal income recertification to stay on my income-driven repayment in XX/XX/XXXX, meeting the deadline XXXX set for me to submit these materials. At least 2 times during XX/XX/XXXX I contacted XXXX via message and phone call to check on the progress of this application since I had not heard anything. I was informed that the application was on-track ( or did not hear anything in the case of my private message sent via the website ).
However, I was finally informed on XX/XX/XXXX, that apparently my application was incomplete. That same day, I re-submitted application materials, and XXXX is currently " processing '' this application. I have already been informed that the recertification will not be completed in time for my XXXX statement and that any payment that month will not count toward XXXX. I am very angry as this is not the first time such a lapse has occurred due to XXXX 's slow movement.
I have called XXXX nearly every day in the last week to ask that the loan by expedited, particularly since the 5-week delay in the original processing was entirely XXXX 's fault. I have been told that they can't even put in a request to expedite until XX/XX/XXXX.
What can be done to expedite this process and fix the missed month ( or more! ) for PSLF-eligible payments due to XXXX 's delay in informing me about the supposedly incomplete application, which was submitted by the deadline.
Company Response: Closed with non-monetary relief
2019-02-13
Vineland, CO
Struggling to repay your loan
Student loan: Federal student loan servicing
Can't get other flexible options for repaying your loan
Complaint: I have attempted to get on the REPAYE plan since XXXX. I spoke to a representative today who said I should be on it after I pay an " opt out '' payment in XXXX. She also said she " didn't know why '' I was ever taken off of the REPAYE plan. One of my applications was denied because I was on a forbearance for more than 90 days, which the employee suggested I do and never told me it would affect my application for REPAYE. This is why XXXX XXXX is being sued by the Massachusetts Attorney General and why I am calling for Colorado 's AG to do the same. I could have made several years worth of eligible payments towards the PSLF program but XXXX XXXX had me on the wrong program when I started in XXXX and is delaying my ability to pay on it for 8 months ( XX/XX/XXXX to XX/XX/XXXX )!!!
Company Response: Closed with explanation
2019-02-13
Portland, OR
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I have been working for XXXX and XXXX for the past ten years while dutifully making student loan payments via direct debit. When I submitted an Employment Certification Form ( ECF ) in XX/XX/XXXX my XXXX XXXX account ( # XXXX ) noted that I had 5 out of the 120 qualifying payments left and that I would be eligible for forgiveness on XX/XX/XXXX. When I submitted what should have been my final ECF on XX/XX/XXXX along with an application for forgiveness the response on XX/XX/XXXX from XXXX was a denial because I had not made enough qualifying payments ; it seems that an audit had reduced my qualifying payments to XXXX. During a call to XXXX that day the staff looked at my payments and said that I should qualify and flagged my account for a recount. I have asked XXXX for a list of my payments and they said they could provide me a list from XXXX and my previous servicer, XXXX, but I have not yet received this information. When I looked at my account today, XX/XX/XXXX the number of payments reduced to XXXX. Help!
Company Response: Closed with non-monetary relief
2019-02-13
OH
Struggling to repay your loan
Student loan: Private student loan
Can't get other flexible options for repaying your loan
Complaint: I knew I fell behind on payments with American Education Services ( AES ) and was having a hard time paying my monthly bill. In Septemper I spoke with someone at AES and they made me aware that my account was going to be sent to default if I did not make a payment. I said I could not make the full amount due, but that I would make a payment. She said that if I made a payment of {$1000.00} my account should not go to default, but she couldn't make any guarantees. So on Friday XX/XX/2018 I made the payment of {$1000.00} to AES. On Monday the XXXX of XXXX I found out they sent my account to what I was told was default. I once again got into contact with AES and asked if they could get my account out of default because I made a good faith payment. AES said they would send my request to the lending department and I would hear back in 7 to 10 business days. After that time passed and I had not heard anything I once again got into contact with AES. AES said they were still waiting to hear back from the landing department and for me to wait a little longer. So I waited another week and still did not hear anything from them. When I logged in online I noticed my balance said I owed something around {$3200.00}. When previously it said I owed {$0.00} from where they sent it to default. I contacted AES again and asked them if it was out of default and they just said I owed the {$3200.00} dollars. I asked them why my account hadn't been credited the {$1000.00} payment I made in XXXX, and they said it was sent to the collection company. I asked them if they would get it back so my account could be credited and AES said they would have to figure out how to get it back and they would contact me withing 7 to 10 business days. On XX/XX/2018 I received a check from XXXX XXXX ( collection agency ) for the amount of {$1000.00} dollars. I was curious why they didn't send that amount to AES. When I got back on the AES website my account once again said I owed {$0.00}. When I called AES and asked them about it, they said my account had defaulted. I once again asked for a review to be sent to the lending department because I had made the good faith payment in XXXX, and was waiting to hear back from AES. I started getting phone calls from a collection agency in late XXXX XXXX XXXX XXXX stating I owed the balance due on my loan ( {$51000.00} ). When I once again called AES they said my loan defaulted and that they no longer have the loan and that I would have to contact XXXX XXXX XXXX.
Company Response: Closed with explanation
2019-02-13
OH
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Keep getting calls about your loan
Complaint: I've recieved 2 voicemails from a women identifying as XXXX XXXX 's regarding " repayment options '' to my federal student loans.The number left to call XXXX but she called from XXXX. She left a reference # of XXXX.
Company Response: Closed with explanation
2019-02-13
Cold Spring, MA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: In XX/XX/XXXX my un-subsidized loans through XXXX services were placed into deferment without my knowledge or consent. This turned off my direct debit auto-payments, again, without my knowledge or consent. In XX/XX/XXXX I finally got an email alert saying that my payments have been turned off at which point I had to call and get the deferment reversed.
Since my payments had been turned off from XX/XX/XXXX-XX/XX/XXXX my principal balance remained higher than it would have been if they had not turned off my payments. As a result the interest payments that XXXX applied to my principal balance were also higher than they should have been. All of this leads to them charging me more money under the guise of a " service benefit '' ( their words, not mine ) which I never asked for or desired.
So in conclusion, XXXX made changes to my account which allowed them to increase the amount of money they say I owe, and this was all done without my consent or authorization.
Company Response: Closed with explanation
2019-02-13
Fayetteville, GA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation
2019-02-13
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: Hi, My account has been locked for over a year. I have written several emails, postal lettrs requesting access to my account- but all in vain.
I am in a different country ( XXXX ) ; and I called in on the helpline- the automated server acknowledged that they knew I was having trouble accessing my account, byt kept me on hold for over 15 mins, but no rep came on the line.
This lock has prevented me from accessing my loans, dented my credit score negatively and caused me great emotional stress as my loan amount keeps increasing and I keep getting payment reminders.
I have email proofs that I have been trying to access my account since the past year.
Company Response: Closed with explanation
2019-02-13
Pittsburg, TX
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
2019-02-12
Discovery Bay, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: In mid-late XXXX I requested that XXXX do an investigation or thorough count on the number of payments I have made that count towards the 120 PSLF payments since I did not feel the number they gave me was accurate. In early XXXX, I believe XXXX or XXXX, I received a call from a representative at XXXX, asking if I still wanted the count completed and I indicated I did. I called roughly 6 months later ( and about a year after my original request ) inquiring about the status of the count considering one of my statements showed two different numbers for my two loans, one being in the 70/80 's and the other in the 30 's. I was told at that time that they hadn't even started the count until XXXX, and according to their false records I hadn't requested it until XXXX -- which is completely untrue but XXXX treats me as if whatever their records say is fact and could not possibly wrong. I spoke to someone in XXXX XXXX and inquired about the count since it continues to be incorrect on my statements, not to mention I've never been given any type of resolution or letter indicating their findings ; I was told it still isn't complete and they have no clue when it will be done. When I call XXXX for any reason, I get anxiety because of the lack of consideration, being told I'm essentially a liar because they don't see something I've said written in a note in their system, and inconsistent answers/recommendations between a representative and supervisor. I requested the count be done about 18 months ago and it has yet to be done. I fear that this will go on to effect my forgiveness and prolonging payments I have difficulty making. I consolidated my loans in XXXX and have been employed FT continuously since XXXX ; which stands to reason I should complete the PSLF payments in XXXX, which is the reason I felt the count was incorrect. I am beyond frustrated with XXXX and would like assistance in resolving since I have no way in doing so besides calling and asking ; which I do not feel should be expected for them to do their job in a reasonable amount of time.
Company Response: Closed with explanation
2019-02-12
Tonalea, AZ
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
2019-02-12
Juniper Hills, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: Hi, I have direct loans. I am trying to get the Public Service Loan Forgiveness. I consolidated my staffords into a direct loan in XXXX in order to qualify. I have been on the ibr plan and most recently repaye plan the entire time. I've been making timely payments the entire time. So, next year should be around my 120 months ' of payments. I've only worked for 2 employers, all fulltime, during this time, a XXXX XXXX 's Office and the California XXXX XXXX XXXX. I submitted my form for the XXXX 's office for XXXX and CA XXXX from XXXX. Both were certified as qualifying employers. Nonetheless, my statement shows only 30!!!!! qualifying payments. I have emailed and emailed. All they say is the standard : we will review your account for qualifying payments and update the number. They have never updated the number or provided any information about the payments that they have not counted as qualifying. I've asked for that review and that information so I can backtrack through my accounts to find proof of payments or whatever it is that I need to resolve this issue. Whenever I email about it, they just send the same response again, as if I have not been emailing for the last 2 years about the same thing. There is no accountability and no standards for XXXX 's servicing of these loans or how quickly and accurately they calculate qualifying payments. Finally, I do believe that the problem stems from the time that my loans were serviced by XXXX XXXX before they were transferred to XXXX XXXX and that perhaps those records from XXXX XXXX are not complete or have not been reviewed.
Second thing, they have now twice put my loans in forbearance without my request. I called about that too, and they claim that it is for my benefit. I've explained that it is not, as interest continues to accrue and the payments that I make during that time do not count as qualifying payments. The first time they put my loans in forbearance, I did not make the payment since it would not count. Then, I complained about it and they reversed it after the payment was well past due. So, when I paid, it was after the 15 days. So, this last time ( XX/XX/XXXX ), they did it again. I paid anyway, but I'm sure that payment will not count as a qualifying payment either.
Company Response: Closed with non-monetary relief
2019-02-12
Louisa, VA
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Problem with personal statement of dispute
Complaint: On my XXXX report my 13 Student Loans between XXXX XXXX XXXX College and XXXX XXXX XXXX XXXX College were Transfered to XXXX from XXXX. I consolidated my XXXX loans to XXXX XXXX. XXXX had them as being collection accounts with a XXXX balance. I contacted XXXX who said they were never collections accounts and should be marked paid in full. A notice was sent that the dispute investigation was finished and they were marked collections/paid. I disputed that after calling and letting XXXX know. XXXX said they made their investigation and they were still collection accounts. This is untrue. They are not and never were collections. XXXX then told me they would only be on my credit report til XX/XX/2021, that is when 7 years was up so I should not worry about it. The XXXX loans are showing 120 days past due and they should be closed. Not only that but they were rehabilitated, but into general forbearance, and had hardship deference on them. All those actions should have taken any past due balance away. I can not reach an XXXX customer service rep and the only note in all now 26 of these loans on my reports says dispute investigated, consumer not satisfied. This is not how I was counseled during student loan counseling this would work and XXXX/PHEAA never told me the transfer to XXXX. I am tired of fighting these loans.
Company Response: Closed with explanation
2019-02-12
Patterson, MD
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I have multiple student loans that were provided by XXXX XXXX XXXX. However, last year these accounts were consolidated through another loan servicer and should reflect as such. When I pulled my current 3 bureau credit report I noticed there were many late payment alerts that flagged to my account based on the loans. They accounts ranges dates from XX/XX/XXXX-XX/XX/XXXX. I was in school from XX/XX/XXXX-XX/XX/XXXX. I am not sure why these late statuses were reported but I would like to get them removed from my credit report on all XXXX XXXX Accounts to ensure it is not effecting my credit score. I would like to also request to remove the account if there is no longer any balances on the accounts.
I will submit a dispute as well from the credit bureaus side.
Company Response: Closed with explanation
2019-02-12
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2019-02-12
Erie, PA
Struggling to repay your loan
Student loan: Federal student loan servicing
Can't get other flexible options for repaying your loan
Complaint: XXXX XXXX was supposed to have mailed to me another IBR form, but I have not received it.
I knew not where to have begun ... e.g., when I was an XXXX, a university that I withdrew from officially and transferred from changed my financial aid information repeatedly, more or less daily, without my knowledge or consent, so that it received money instead of the university where I was actually enrolled ... The most recent major issue that I had was that the loan company tried to have consolidated bogus loans instead of the real ones ...
I knew where this will have ended ... I XXXX almost twenty years ago, but was expected to have been in debt another 30 years or more ... The loans will never have been repaid. Whoever loaned the money knew the risk ...
Company Response: Closed with explanation
2019-02-12
San Gabriel, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I am an XXXX who is currently in my 13th year working for the XXXX XXXX XXXX. I previously had loans with XXXX which were taken over by XXXX. The Public Service Loan Forgiveness was brought to my attention and I learned that my loans would have to be transferred to XXXX XXXX. Once everything was completed, I immediately noticed numerous issues. I have always consistently paid my loans and have never had poor standing in terms of paying on time. Based on the practices of XXXX XXXX, it seems as if they are purposely attempting to bring upon hardship and force me into a payment that I can not carry. My payment when moving from XXXX to XXXX XXXX was {$430.00} on XX/XX/XXXX. During the first week of XXXX, I called regarding finding out how to ensure that my loans would qualify for the PSLF since that is the only reason I moved my loans in the first place. Fast forward to now, I applied and come to find that my payment has increased! I just received notice that my monthly payment will now be {$630.00}! Never was I told that applying to change my repayment plan would increase my payment. I have a mortgage and other bills and this fluctuation in payment will create financial hardship in my household. It seems that each time I call and speak to a representative my payment increases and I am given conflicting information from each representative I speak to. I simply ask that my payment stay within its original range and now soar to what I am expected to pay on XX/XX/XXXX. Each time I call to ask for help, my loan has been put into forbearance without my permission or I have been given incorrect information that has led to a higher payment.
Company Response: Closed with explanation
2019-02-11
Green Cove Springs, 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
2019-02-11
Omaha, NE
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I entered to Public Service Loan Forgiveness Program and my loans were transferred to XXXX XXXX to XXXX XXXX. I have been under an IDR plan and pay approximately XXXX $ a month. In XX/XX/2018 I was re-certified. when I switched to XXXX I got a letter saying nothing will change but that my student loans got transferred. Suddenly, this month I was charged {$2000.00} by XXXX. I was not notified of any change. When I went to the website, they stated they did not receive all of my IDR papers, even though I did this months ago. I was never notified about needing to submit additional papers. A small portion of my other loans were transferred for a different servicer and there was no problem with my IDR plan.
Company Response: Closed with monetary relief
2019-02-11
Jamestown, NY
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation