AES-PHEAA

2019-02-07

Nyc, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been communicating with XXXX since XX/XX/XXXX to opt out of IBR and change my payment plan to a lower payment plan. I speak with someone at least once each month since XXXX, XXXX and EVERY SINGLE MONTH I'm told that the following month everything will be corrected. I was told twice that I needed to do make opt-out payment, which was done in XXXX, XXXX, and then the correct payment of approximately {$1500.00} will start in the XXXX, XXXX. I was told that the bill is generated approximately 10 days before my bill is due, which is the XXXX or every month. I logged into my account today to confirm the payment and I see that the correct income payment amount of approximately {$1500.00} is not reflected, but instead a regular payment of over {$2500.00} is showing. I CAN NOT pay this amount! I have been diligent in trying to get this resolved, and every single month I get another excuse of why it has not been corrected. This is reflected on my credit report, as well. I need this to be corrected immediately so that the correct lower amount of approximately {$1500.00} is reflected. Please note that on XXXX, I spoke with XXXX ( # XXXX ). I also spoke with XXXX prior to this date ( although I don't have her employee number ). I spoke with XXXX prior to this, who is a manager and said that she would escalate this to be done in XXXX, but it was not done. On XXXX, I called and spoke with XXXX ( # XXXX ), who, after I indicated I was furious and need to speak with a manager, promptly put me on hold, refused to assist me, and ignored my requests and needs. Please also consider this an official complaint about XXXX ( Employee No. XXXX ). Later on XXXX, I spoke with XXXX ( # XXXX ) who told me that NOW my payment will be in effect in XX/XX/XXXX and I have to make ANOTHER administrative forbearance payment. Please look in my file and you will see that I made an administrative forbearance payment in XXXX, XXXX and possibly in XXXX, XXXX. This is completely unacceptable. I am looking to have this resolved immediately - meaning, before my XX/XX/XXXX payment is due. I expect someone to resolve this and to contact me.
Company Response: Closed with explanation

Timely Response

2019-02-06

Mount Juliet, TN

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

2019-02-06

Tampa, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I am attempting for over six months to resolved and complete my consolidation with Pheaa on loans from XXXX. I have been even trying to escalate the issues with management and the issue is still being research despite filling out and providing proper documentation multiple times. ( 4 and 7 times filling out requested forms and sending proof of error on their part. ) Neither company is doing their part to resolve the issue. The consolidation application was filled out in XX/XX/XXXX. As of XX/XX/XXXX the issue is still not resolved. I have had to endure rude representatives and obnoxious managers that refuse to actually do their jobs and resolve the issue. I just keep getting call them they didn't do. They just try to pass it off to the other company and one person from XXXX actually did something to get me an answer, but then neither company is actually fixing this issue. Its a consolidation so I can proceed with my public service student forgiveness and set up the payment arrangements. They are holding me up from finding cheaper housing so I can actually pay them. This is beyond poor customer service they are lying to get out of doing their job, they are refusing to adhere to my right to consolidate and now completely impeding on my life. Can you refer an attorney because they need to be sued?
Company Response: Closed with explanation

Timely Response

2019-02-06

NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Ive reached out to XXXX several time regarding interest charges. These are fixed rate loans but my interest payment continues to increase over the last 4 months. I have also emailed them regarding the fact that even after payments are made on their website, the account summary continually states that the payment is overdue. In most cases, the money is out of my account and they still show unpaid for several days. I believe it is so they can collect more interest. Customer service NEVER replies to my emails.
Company Response: Closed with explanation

Timely Response

2019-02-06

Rochdale, NY

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

2019-02-06

Bloomington, MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I submitted an application for an income driven repayment plan to XXXX in late XXXX. I did not check a box that asked me if I needed a forbearance on my payment while the application was being processes because my payment at that time was {$0.00}. On XX/XX/XXXX, I received a notice that I owed {$1100.00}. I called customer service on XX/XX/XXXX and explained what happened. I was told that I could request a forbearance over the phone. We agreed on a payment of {$500.00}. I was told that I would receive a bill in XXXX reflecting the new amount due. In XXXX, my account still requested that I owed {$1100.00}. I called back on XX/XX/2019. I was told that whoever I spoke with forgot to submit the request, and that " it would get taken care of right away. '' I asked how this would affect the status of my application for income-driven plan. I was told it would delay the process until XXXX but that as soon as I made the {$500.00} payment, it would move the process forward ( because I needed to make at least one payment on the standard plan- or on agreed upon forbearance in lieu of the full payment, i.e. the {$500.00} ), and that a new billing statement would come out show that I did not owe the remaining {$670.00}. I paid the {$500.00} on XX/XX/XXXX. My account reflected that I paid the {$500.00} but still said I owed {$670.00}. I called back on XX/XX/XXXX. This time I was told that 'somehow my account wasn't reflecting ' that I only needed to pay the $ XXXX that whoever needed to process it didn't process it correctly, but that a notation would be added to my file, and my account updated. As a result of the delay, my application for an income driven plan was delayed until at least XXXX. I waited, and nothing happened. I called back on XX/XX/XXXX. This time I was given brand new information. Specifically, I was specifically advised that what I needed was an 'administrative forbearance. ' I asked why this was the first time I was learning about this. I was told that 'unfortunately, not everyone understands all of the rules, and you probably got bad information. ' I expressed my frustration with receiving such conflicting information. The person I spoke with was kind, but ultimately, unhelpful because nothing happened. My account still reflected that I owed {$670.00}, and stated that I was delinquent in paying it. I called again on XX/XX/XXXX and spoke with someone named XXXX, 4 or so days after my account reflected that I was delinquent in paying the {$670.00}. I asked what was going on ; expressed concern that my account showed that I was delinquent for a payment I had been told several times I did not need to pay as a result of requesting the forbearance. She advised that she would put in a request to have my account reviewed to accurately reflect what I had been told. I was told this would take 10-15 business days, and to watch my 'portal inbox ' for a message. I was assured that my credit would not suffer because they don't report delinquencies to credit agencies until much later down the line. I waited for the message- I didn't receive one. I called back on XX/XX/XXXX and spoke with someone named XXXX, ID number XXXX. I asked what was going on- explained the number of times I had called, the conflicting information I received, and the fact that my account was now more than 10 days delinquent. She looked into my account and confirmed that there was a request that it be reviewed. She advised that they were behind, and that things were taking longer than usual. She assured me that I had done everything I could, and advised that the only thing left to do was wait. On Monday, XX/XX/XXXX, my account still reflected that I was 14 days delinquent for the {$670.00} payment, and that I owed another {$1100.00}, due by XX/XX/XXXX. I finally just paid the {$670.00}, as I have zero confidence that failing to pay it won't have an impact on my credit. Today, XX/XX/XXXX, my account reflects that I owe {$500.00}, due by XX/XX/XXXX. I am confused by this update, not the least because I have not once received written notice ( in my online portal or otherwise ) as to what is going on. {$500.00} IS the amount I agreed to pay as forbearance for the initial {$1100.00}. I paid this on XX/XX/XXXX. Why am I being billed {$500.00} again? I suspect it is because I was not credited for the {$500.00} that I paid- that somehow I'm starting from scratch with this new {$500.00} payment. I feel strung along, and abused. I signed up for the Income Driven Payment plan because I have limited income. It is important to me that each of my payments count towards 'qualifying ' payments. Not, it has been over 3 months since I submitted my application. I have paid {$1100.00} ... to start the process??? My account reflects that I owe another {$500.00}. Why? I have no answers. And it seems that I every time I call, I get different, conflicting information depending on who answers the phone. I am making active steps to pay off my loan. I WANT to be on a regular payment plan so I can pay it off. This company is making this nearly impossible. When it finally does take action, it fails to communicate what it is doing. I am left with unexplained bills, an application in limbo, and nearly {$2000.00} I will have paid that won't count towards qualifying payments. Meanwhile, and perhaps the most egregious, my interest continues to mount as they sit on my application. This is disgusting.
Company Response: Closed with explanation

Timely Response

2019-02-05

Cheshire, OR

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I am serving as a XXXX at a XXXX XXXX in part because after 10 years my loans are supposed to be forgiven under the Public Service Loan Forgiveness Program ( PSLF ). I recently certified my employment and was informed by XXXX that only 5 of my payments in XX/XX/2018 were " Qualifying Payments '' for PSLF. The other 7 payments were not counted because the payments were prepaid. XXXX does not publicize their very counterintuitive policy that a prepaid payment is not an on time payment under PSLF. XXXX on their website describing PSLF requirements writes : " If you make a payment for more than the scheduled payment amount, the excess amount may be applied to cover all or part of one or more future payments, unless you request otherwise. Depending on how much extra you pay, its possible that your next due date could be a month or more in the future from the date you made the extra payment amount. This is called being paid ahead. If you make subsequent payments during a period when you are paid ahead, those payments wont count toward PSLF. '' This is deceptive and suggests only that additional payments made during the paid ahead status time will not count towards PSLF, not that none of the payment applied to future payments will qualify. There is also nothing in the congressional record to suggest that when Congress passed legislation authorizing PSLF, it intended prepayments to be excluded from Qualifying Payments. Furthermore, XXXX informed me that where the prepaid money comes from AmeriCorps or PeaceCorps grants, the prepayment is counted towards Qualifying Payments. My prepayment was the result of a National Health Services Corps ( NHSC ) grant ( https : //nhsc.hrsa.gov/loan-repayment/index.html ). These are similar federal grant programs that offer student loan repayment money as an incentive, and there is no reason why XXXX should treat different from PeaceCorps or AmeriCorps.
Company Response: Closed with explanation

Timely Response

2019-02-05

Nashua, NH

False statements or representation

Debt collection: Federal student loan debt

Attempted to collect wrong amount
Complaint: Since graduating school I have been on the PAYE plan. I learned recently while I was going through the process for re-certification this year that in 2017, interest was inappropriately capitalized to the principal balance of my loans. I remember in 2017 having issues and spending hours on the phone on multiple occasions in order for them to correct their mistakes. It was my understanding that they had corrected everything, and I've only learned now that they never fixed it. XXXX XXXX failed to properly process my re-certification paperwork in 2017. They sent me a letter saying that my plan would revert back to the standard payment plan because I had not submitted the required paperwork and interest would be capitalized. I immediately called them to address the issue because I had mailed all the required paperwork a month earlier. Over the phone, after initially denying receiving my paperwork, they eventually admitted they " found '' my paperwork and agreed to not move back to the standard plan and put me on a forbearance until they could process the paperwork. I did not have to resubmit new paperwork, because in fact they had it. This was their mistake in the first place for not processing it. They assured me interest would not be capitalized. Although I did not want to be put on a forbearance because it meant I was unable to make qualifying payments towards my repayment plan, I decided not to start a fight or anything because it wasn't worth my energy at the time. Then a few months later, they failed to process my direct debit payment information properly. After reaching out to them with a question regarding my direct debit, I received another communication that they had approved a forbearance request and would capitalize interest as a result of the general administrative forbearance. I again immediately called for them to fix this and again they agreed they had made a mistake and would not put me on a forbearance or charge me interest. I believe this resolved the issue and that interested had not been charged or capitalized for the second issue. I only now learned that in fact they did charge and capitalize the interest on my loans with regards to their initial failure to process my re-certification paperwork. This has resulted in incorrect payment and interest calculations over the last 2 years and will continue to cost me money in long-term as they continue to charge interest on the inappropriately inflated principal balances. Unfortunately, the XXXX XXXX online messaging inbox does not allow me to access documents from this time period and they have not provided me copies of any of my account documents, but I have attached the emails I received notifying me of new documents in order to show a timeline.
Company Response: Closed with explanation

Timely Response

2019-02-05

Fayetteville, 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

Timely Response

2019-02-05

Parkrose, OR

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

2019-02-05

Library, PA

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

2019-02-05

Glendale Heights, IL

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

Timely Response

2019-02-05

IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I submitted for my repayment plan to be from Income Drive Repayment to Extended Graduate Fixed on XX/XX/XXXX. On that day, I called in and I was told that it would take 10 business days to process. That time passed so I called in again on Thursday, XX/XX/XXXX, I called in again and I was told the repayment would be processed by Tuesday, XX/XX/XXXX. On the XXXX, I called in again and I talked to XXXX - ID XXXX and he told me my plan would be changed start XX/XX/XXXX for {$310.00}. I asked him to send me written confirmation and he said it would be sent that night or the next day. I expressed to XXXX that I did not feel comfortable leaving the call until I received written confirmation because it took me so long to get this information after being told different information on each call. He refused to send an email for written confirmation to me. I expressed again that I didn't feel comfortable leaving the call until I got that information and he said, " you can hold all day but you are not getting an email ''. I asked to be escalated to a manager which lead me to XXXX - ID XXXX. XXXX started with the call that I would not receive an email and if I wanted to wait on the call, she would just put me on hold and I would be forced to wait. I found XXXX who claims she was a supervisor at XX/XX/XXXX to be disrespectful, rude and not qualified for her position. Each time I tried to explain why I was looking for the written confirmation, she would speak over me. I asked why she kept speaking over me and she would not answer. Instead, she told me my request would never happen. I started trying to go into my detail about my position and XXXX hung up on me. I would like to report both employees, get written confirmation, and have both employees written up as well.
Company Response: Closed with explanation

Timely Response

2019-02-05

San Francisco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been doing public service as part of the loan forgiveness program. For the first year, I worked for the XXXX XXXX XXXX of XXXX XXXX. I completed one year, with six months of it as a regular employee and six months as a contract employee. Despite several submissions by me of the correct form signed by the XXXX XXXX XXXX XXXX XXXX XXXX, the XXXX XXXX XXXX is refusing to recognize 6 months of payments made as part of the loan forgiveness program. They first said the form did not use the four digit year when signed by the Human Resources Department or come up with some other invalid reason not to recognize my time as public servant. This is a pattern that has been part of the lawsuits against XXXX and others to not recognize the hard work of public service and assist people with the Loan Forgiveness Program who are doing this work.
Company Response: Closed with explanation

Timely Response

2019-02-05

NH

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I have been paying {$5.00} per month for my federal student loans forever. Today, I received a bill for {$100.00}. This amount will be taken out of my account as I have recently had direct debit with my bank and XXXX XXXX and before that it was another servicing company, XXXX XXXX. They both tricked me into getting my bank info thinking I would not be late on a financial hardship loan payment ever again. I barely live paycheck to paycheck, I pay all my bills but this one I can not afford! They tricked me! I want to cancel my bank information but they have not gotten back to me.
Company Response: Closed with explanation

Timely Response

2019-02-05

Roberts, ID

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I started pursuing a XXXX degree in XXXX at XXXX XXXX XXXX in XXXX Utah in XXXX and was told that I would be in debt of {$45000.00} upon graduating. They did all of my XXXX and Federal Government loans and I never really understood the amount that they were applying for. I graduated in XXXX with my XXXX degree, but had to get a forbearance. I had a forbearance up until XXXX. I am now finding out that I owe {$91000.00} for Federal Student Loans, and I believe that they have double charged me for classes and/or charged me for classes that I either didn't take, or were irrelevant to my degree.
Company Response: Closed with explanation

Timely Response

2019-02-05

NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My loan was transferred over to XXXX XXXX In XX/XX/XXXX as the result of me filling out paperwork regarding student loan forgiveness for being a XXXX XXXX. Prior to this transfer and after this transfer I was making additional payment towards my loans above what was due monthly. These payments were applied towards future payments and each month I would receive a statement that no payment was due. I eventually stopped making these additional payments and continued to receive statements that no payment was due. Around XXXX of XXXX I received a statement indicating that a payment was due and that all of the payment would be applied to outstanding interest. Subsequent statements after this indicated the same. When I contacted XXXX XXXX they indicated interest was accumulating the entire time and that I would have had to have made payments each month to cover that interest to avoid this. The company did send me a payment history that indicated each payment received a part of it was being applied towards principal and part of it was being applied toward interest so it didnt help explain why interest would still be do. The underlying issue is the statements received during XXXX through XXXX never indicated payment was due during that time and made no mention that interest would continue to accrue and payment would need to be made to avoid this. The way the servicer applied my payments and issued statements was an unfair and deceptive act and practice as the statements should have indicated interest was accruing and a payment should have been in fact due to keep the loan current. This ultimately has made my loan cost significantly more in interest that it should have causing harm to me.
Company Response: Closed with explanation

Timely Response

2019-02-05

SC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been enrolled in an Income Driven Repayment plan for over 10 years and submitted to have my payments assessed to confirm they qualified for the Public Service Loan Forgiveness program. I originally submitted the certification form in XX/XX/XXXX. XXXX XXXX determined that 0 payments qualified from XX/XX/XXXX to XX/XX/XXXX ( payments should have started counting in XX/XX/XXXX ) without providing any reason or documentation as to why not. I called customer service on XX/XX/XXXX to try and determine why the previous 8 years of payments would not qualify despite being on an IBR plan, making auto-payments ( on time ), and working full time for XXXX XXXX the entire time. After being transferred to a supervisor, he appeared to agree with me ( though could not confirm directly to me ) that the previous payments should be qualifying. He said he would put in a new request to review and make a note of what he thought and to a note to try and expedite the process. I have called periodically with customer service not being able to provide any updates on the status of that review. It is now XX/XX/XXXX, 9 months later, and well past the the original estimated 45 days to get any sort of rationale as to why those payments shouldn't count. With the introduction of the Temporary Expanded PSLF program there is a possibility I could apply for forgiveness as early as next month but I still don't know the status of the payments I've made.
Company Response: Closed with explanation

Timely Response

2019-02-04

Keyport, 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

2019-02-04

New Orleans, LA

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-02-04

Bronx, NY

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: My student loans were transferred to XXXX XXXX by XXXX XXXX. Whilst and after completing school, my loans were always in deferment or forbearance status until I could get to the point were I could manage repayment. I started repayment of these loans a few months back and noticed my account had reported late payments for XXXX and XX/XX/XXXX. I spoke to an advisor and he tells me had contact with XXXX in XX/XX/XXXX and was put on a forbearance that lasted a month later XX/XX/XXXX. Which does not sound like the correct way my account was to be handled when I spoke to them I was offered the income driven plan which I have always declined and asked for my account to be put on the forbearance. The advisors I spoke to never did what they had to do on their part and instead noted my account as if I was interested in the income driven plan. I specifically explained I have never been interested in that service or plan. This employees mistake has now caused me issues with my credit because since fedloan logs separate reporting for each individual loan those 2 months that were reported late have become 12 late payments since I had 6 separate loans. This is also unfair because if the loans are separate then they should be reported once just one late payment turns into 6. This needs to change it is very unfair for customers and people who might not be in good economic conditions. They have poorly trained and lazy advisors that end up giving people the wrong information, and incorrectly note accounts. I need this issue to be corrected as soon as possible or I will pursue legal action.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-04

WA

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

2019-02-04

Clearwater, 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

Timely Response

2019-02-04

Brooklyn, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: In XXXX of XXXX, I completed an application for and submitted an employer verification form requesting to enroll in the Public Service Loan Forgiveness Program with XXXX. I then contacted them in XX/XX/XXXX to submit the annual employer verification form. On XX/XX/XXXX, I received a letter stating that I will only be credited for on time payments made from XX/XX/XXXX to XX/XX/XXXX although I have been a full time employee of the XXXX XXXX XXXX XXXX XXXX/XXXX XXXX XXXX XXXX since XX/XX/XXXX and verification was submitted confirming this. The representative stated that they have my employer as the XXXX XXXX XXXX XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX and the XXXX XXXX XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. I explained that the XXXX XXXX XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX is the same employer and it either way it is a public institution. The XXXX representative acknowledged that the Federal ID # was the same for both names ( XXXX ). I was told that my case will be reviewed and adjustments will be made if on time payments were made while employed at my state job between XX/XX/XXXX and XX/XX/XXXX but the review will take anywhere from two months to six months. During XX/XX/XXXX, I contacted XXXX to get an update and was told that my account has not been reviewed and can take up to a year to review and no additional information can be given to me at this time. I feel that this time is extremely long and unfair and the review should have already began as it is four months since I requested a review. I do not believe that the process takes that long as the history of my loan was forwarded to XXXX when it was purchased by XXXX. How is it then possible that they need 6 months to a year to review. It is now 4 months and my account has not even been looked at. I believe XXXX has no intention in reviewing my account with the expectation that I will give up.
Company Response: Closed with explanation

Timely Response

2019-02-04

Three Bridges, NJ

Dealing with your lender or servicer

Student loan: Private student loan

Keep getting calls about your loan
Complaint: Someone from my loan company, American Education Services contacted me today, XX/XX/XXXX at XXXX. It was due on XX/XX/XXXX. She asked me about making a payment on the loan. I stated that I couldn't make a payment because my husband takes care of paying that loan every month. Speaking to him and finding out why the loan hadn't been paid would be the prudent thing to do first. She became what I felt was unnecessarily aggressive in her tone and said, " Well you need to find out what's going on. '' She was doing all of this without even having all of the information on account pulled up on her computer. She finally looks at my information and sees that there is a payment scheduled for today. It will hit their account tomorrow. I guess that wasn't good enough because she continued to push for me to make a payment TODAY.
Company Response: Closed with explanation

Timely Response