AES-PHEAA

2018-12-23

Halyoke, MA

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

2018-12-22

NH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am an XXXX XXXX on XXXX XXXX. I have student loans serviced through XXXX. I enrolled in the Public Servant Loan Forgiveness ( PLSF ) Program. Per the program guidelines, I pay monthly payments, the amount is determined by my income and family size. I submit income, family information as well as employment certification forms annually to remain in the program. After 10 years of monthly qualifying payments, the remainder of debt is forgiven. I submitted the required paperwork on XX/XX/2018 while I was forward XXXX in XXXX. To date, XXXX has yet to give me credit for the monthly payments I made. Next month, I will submit my documentation again as required my the PLSF stipulations. I have contacted XXXX numerous times about the delayed processing of my employer certification and a corresponding lack of credit toward my loan forgiveness. Every time I contact them they say it can take 6 months or longer, yet it has been over 11 months since I submitted the paperwork. I am going to submit my next set documentation for the PLSF program next month. I am concerned with the backlog of credit given for qualifying monthly payments to my account since they have yet to process my payments for this year 's monthly payments. Given their lackluster customer service, I have no faith in their ability to conduct multiple reviews of my status without making a mistake that will result in delayed loan forgiveness. Thank you in advance for your time and consideration on my behalf. Very Respectfully, XXXX XXXX XXXX XXXX XXXX XXXXXXXX
Company Response: Closed with explanation

Timely Response

2018-12-22

Oxnard, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-12-21

Five Points, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2018-12-21

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My loans are defaulted. I was told I could rehab the loans for $ XXXX/month and after 5 months wage garnishment would stop and after 9 months the loans would be out of default. I made XXXX payments in XXXX, XXXX, XXXX, and XXXX. When making my payment in XXXX they told me that my payment was now going to be XXXX because they recalculated based on documents I sent in and I had to send a letter back to them. I made a XXXX payment in XXXX and was told none of my XXXX payments count as part of the rehab. I was told the XXXX payment would be counted as my 1st payment. I was led to think each time I made a XXXX payment is was counting toward my loan rehabilitation. My XXXX payment should be and is my 5th payment not my first.
Company Response: Closed with explanation

Timely Response

2018-12-20

Temperanceville, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have contacted XXXX XXXX numerous times regarding calculation of my qualifying payments toward Public Service Loan Forgiveness ( PSLF ), and receive the same message every time : " We're behind and we're working on it ''. I've been waiting 15 months. Here is my timeline : XX/XX/XXXX - Submitted first employment certification for Public Service Loan forgiveness ( PSLF ) and loans were transferred to XXXX XXXX. I was told payments toward PSLF would be calculated. I've been with the same employer and paying on a IDR plan since XXXX.I was told average calculation time was 90 days. XX/XX/XXXX - I had an issue with early termination of my IDR plan and reassessment of payment amount, which ended up in my filing a complaint with the U.S. Dept of Education Student loan ombudsman. During resolution, one of my terms was to ensure payments made during this period would count toward PSLF. I submitted another employment certification ( same employer ) per their request, and received notification that I had made 4 payments toward PSLF, which I was told were from the period of when the complaint started to resolution ( XXXX ) yet the letter says my qualifying employment was XXXX, which doesn't even equal 4 months. Since this time, I've contacted XXXX XXXX 2-3 times asking about calculation of my other payments ( XXXX ) qualifying for PSLF. I've been told the servicer is " backlogged '' and " calculations are taking a long time '' which they can not provide a frame of reference. I am about to switch jobs, and would like to know how many qualifying payments I've made to consider future plans for my employment. Also, I wanted to add that my husband is also currently paying toward PSLF. He has submitted two employment certifications and received qualifying payment counts within ~3 weeks on average. His loans were originally under another servicer, and XXXX XXXX was able to count all of those payments within a mere weeks, whereas I've been waiting 15 months.
Company Response: Closed with explanation

Timely Response

2018-12-20

MO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I work in the XXXX XXXX and have been trying to move all my loans to XXXX XXXX so that my payments will qualify under Public Service. I have many Direct loans as well as a two consolidated loans. Prior to this issue I had moved all my loans over to XXXX XXXX, except for the consolidated loans. I was instructed by XXXX to complete a loan consolidation request and choose XXXX XXXX as my servicer. On XX/XX/2018, I completed a Federal Direct Consolidation Loan Application with an Income Drive Repayment Request. I completed the request online through StudentLoans.Gov. I chose XXXX XXXX as my servicer. On XX/XX/2018, I received notice from XXXX that my application had been received. On XX/XX/2018, I received notice from XXXX that my consolidation has been completed and I would be receiving notice of my repayment plan soon. I did not receive any more communication regarding the consolidated loan for over 30 days. On XX/XX/2018, I called XXXX XXXX, inquiring about my consolidated loans and when can I expect to receive a bill. I was concered about the length of time this was taking and wanted to be sure I had completed everything on my end. The representative explained that XXXX had all required documents and information and processing is just taking a while. He explained that I should be receiving my repayment terms in the next few weeks. On XX/XX/2018, I received a notice from XXXX that In order to leave your current Income-Based Repayment ( IBR ) plan to go to another plan, you are required to make a full payment on a Standard plan or make a reduced payment under a period of forbearance. Based on your form, we have applied a forbearance on your account with a required payment amount of {$110.00} On XX/XX/2018, I received a notice from XXXX XXXX showing my repayment terms on my consolidated loans. The notice stated I was placed on the Standard Payment Plan. On XX/XX/2018, I received a bill from XXXX for my consolidated loans, stating I had a payment of {$470.00} ( standard payment ) due on XX/XX/2018. On XX/XX/2018, I called XXXX XXXX in an attempt to clarify the situation. I didnt understand why my consolidated loans were on the standard payment plan and what is the forbearance payment. I spoke to a representative who explained that the forbearance payment was required to finish processing of my income based repayment plan. She stated that once I made the payment of {$110.00} then XXXX could finish processing my request and all my loans ( consolidated and others ) would be on the new payment plan. She stated I only needed to make this payment by the date due ( XX/XX/18 ). I inquired what to do about the payment of {$470.00} as I would not be able to make the payment. The representative said to NOT make the payment. She said my account would show past due and that is okay. XXXX will finish processing my payment plan and in another 30 days or so everything would be sorted out. I felt very uneasy about letting my account go past due. I have never missed a student loan payment or been late but I accepted her word. On XX/XX/2018, I paid the {$110.00} through XXXX as was required. On XX/XX/2018, I received two bills from XXXX. One was for my unconsolidated loans and the payment due was {$1000.00}. The other bill, for my consolidated loans, reflected a balance due of {$960.00}, of which {$470.00} was past due. Being extremely concerned, I called XXXX on XX/XX/2018 and spoke with XXXX ( I believe this was her name ). After attempting to explain all of the above I asked for clarification and stated I was very nervous about my account showing a past due. After placing my on a significant hold XXXX explained that everything I was told on XX/XX/2018 was incorrect. XXXX said that during this entire time I was supposed to make a payment of {$5.00} in order to complete processing of my income based repayment plan. I was confused as I have never been billed for {$5.00} nor has anyone ever mentioned this to me during any prior calls. XXXX could provide no explanation. I asked her to review the account notes and explain why the last representative told me to pay the {$110.00}. She had no explanation other than that was my monthly bill. She stated now it was too late to complete the income based payment plan and I will need to submit a new application. She also stated I did need to pay at least the past due balance. I explained I do not have those funds and I dont understand why my loans are not on the income based payment plan. Every time I asked how was I supposed to know to pay the {$5.00} she referred to page four of their application for income based plans. I repeatedly told her that I did not use XXXX application, I submitted my consolidation and payment plan request through StudentLoans.gov and was never instructed to pay {$5.00}. Eventually the representative offered that I could place my loans in forbearance which would clear up any amounts due and then submit a new payment plan request. I agreed as it seemed like my only option. During the time I waited for her to complete the processing I found the letter from XXXX dated XX/XX/2018, that references the forbearance payment of {$110.00}. After reading this letter to the representative and, again, pointing out that I did pay {$110.00} on XX/XX/2018, I was placed on another hold. This time she came back and said yes, they will note that was my forbearance payment and they will complete processing of my income based payment plan. She indicated there is nothing further I need to do and in 2-3 weeks all my loans should reflect the new payment plan. So now, apparently everything I was told in XXXX was true. Maybe? My issue is that, while my account does not show a balance due any longer, Im very concerned that my loans are still not going to be based on the income based payment plan. I have been trying since XXXX to move these loans over and get them under the correct payment plan. As you can see, I have done everything in my power and I keep getting told to wait ( while also receiving alarming bills, notices and wildly conflicting information ). Every month they arent on a payment plan is another month that isnt counting towards my public service loan forgiveness. I desperately need someone to help get this straightened out.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-20

Drew, LA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2018-12-20

Oxford, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: Had to fill out a reaffirmation agreement and send it to XXXX to be processed for my upcoming class. I sent them the form well in advance and they told me 7-10 business days to process. I had to keep calling back several time after the time frame to have it processed. They said they sent it to my school and my school still has not received it. I called and asked to have it emailed to me and they said they would. 3 days later still no email so I called and asked to speak to a manager and the person that got on the phone said she would expedite the email but I have no faith in that. Here it is my class in 4 days in and XXXX does not care about my paperwork. They talk really quick and try and get you off the phone but do not resolve your issues.
Company Response: Closed with explanation

Timely Response

2018-12-20

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

2018-12-20

Carolina, PR

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

2018-12-19

Carmel, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I need to know how many qualifying payments I have for Public Service Loan Forgiveness. XXXX XXXX XXXX said it would take 3 months to calculate. Then they said 6 months. Now they say a year. I should complete my 120 qualifying payments in XXXX of 2019. In the event that there is a mistake I would like time to fix it before I complete my payments and apply for forgiveness.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-19

VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: XXXX XXXX XXXX sent me notice that my recertification would be due soon and that they would send me what I needed, they never did and started to charge me a monthly balance ( that I did not have ), when I was a month past due I figured out what was happening and recertified - they approved for ONE month, then sent me mail saying that I was past due for recertification - that I had just done the month before so HOW can I be past due, I completed the paperwork for a new payment amount based on the recertification that I had done - I uploaded paycheck stubs to show my current income, they then said it was incomplete so I sent a message that the paycheck stubs were attached what else did they need, now they have upped my payment again because I am past due for recertification!!! I received no answer to may mail messages. I am now over 1600 past due with a new payment that is almost 900 a month!!!!
Company Response: Closed with explanation

Timely Response

2018-12-19

Palmerton, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been in on an income driven plan for 10 or more years through AES. I'm being told only my last 10 payments count toward forgiveness. I was told i was in the " correct payment plan '' for forgiveness. I've been in public service for almost 20 years.
Company Response: Closed with explanation

Timely Response

2018-12-19

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: On XX/XX/2018 XXXX XXXX sent a check in the amount of {$55000.00} to pay off our son 's student loans. The check was made payable to XXXX XXXX in the said above amount and deposited on XX/XX/2018. We have a copy of the check that was sent showing it was deposited. We are getting collection notices, and they are adding interest to the amount. They ( XXXX XXXX ) can not find where the money was applied to. We called and talked to a XXXX ( Call center rep ) # XXXX who did not have a clue. I asked to speak to a supervisor. I spoke with a supervisor named XXXX # XXXX who also could not find out with happened to our payment. Could someone please help us with this problem.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-19

Cataldo, ID

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I had called at some time because I was having financial struggles as a single new mom and no one to help support me and I was told I could make a {$10.00} payment for 10 years and then the loans will have all been forgiven. Later in the course of my loan they either cancelled it or told me I had to re apply for a " income based repaying '' plan .. which I did not understand and since then I have been on this repaying plan paying nothing! I was confused at the time but continued to do what I was told. I am concerned now that I may have been taken advantage of because I had no knowledge of the bait and switch they were pulling on me. I want my original agreement to be honored. This is not fair.
Company Response: Closed with explanation

Timely Response

2018-12-19

Montevallo, AL

Written notification about debt

Debt collection: Private student loan debt

Didn't receive notice of right to dispute
Complaint: On XX/XX/XXXX I received notification from my job about a garnishment from XXXX XXXX XXXX XXXX XXXX. Per the notice they were garnishing me for {$14000.00} at a rate of 25 % of disposable income. I called and talked to XXXX at XXXX XXXX XXXX, XXXX - the lawyers representing the trust. His number is XXXX ext. XXXX. XXXX told me that this was a lone from XXXX XXXX back in XX/XX/XXXX and it was a private student loan to attend XXXX XXXX College for XXXX. I advised him that I have no knowledge of this loan and that I needed him to send me documentation showing that they not only own the loan but that I signed a promissory note with them - he stated that he would. Prior to this I have never heard of XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, or XXXX XXXX XXXX, XXXX. This has never reported to my credit report nor have I ever received any notification to verify this debt. According to the paperwork, the judgement was issued XX/XX/XXXX - I also have no knowledge of any court proceedings for this matter. I have done plenty of research on this company and I see they are being sued left and right for using false affidavits and misleading information to collect on debts. I will fight this all the way if I have too - there is no way that I am going to pay on a debt that is 14 years old to a company that I have no knowledge of. Please take this consent serious and help me and I am sure plenty other consumers from these deceptive practices.
Company Response: Closed with explanation

Timely Response

2018-12-19

Charlotte, NC

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

2018-12-19

Sierra Madre, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I applied for a new student loan repayment plan in XX/XX/2018 after losing eligibility for the Public Service Loan Forgiveness program ( I no longer work for a qualifying employer ). My federally-subsidized loans are serviced by XXXX. XXXX denied my application erroneously : they said I needed to make a payment on the standard plan to show it was unaffordable, but I had already made two payments on the standard plan. The XXXX agents with whom I have spoken about seven times in the past three months have told me that my application is still pending. In the meantime, I am delinquent on my regular loan payment of XXXX XXXX/month. It should not take this long for XXXX to process my application for a new payment plan.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-19

VA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I applied for, and received, a forbearance due to temporary financial hardship on 2 of my loans currently being serviced by American Education Services between XX/XX/XXXX and XX/XX/XXXX. These were both private loans owned by XXXX, and guaranteed by XXXX. The first loan ( 1 XXXX ) was disbursed on XX/XX/XXXX at a 5.1 % interest rate for {$35000.00} with a repayment term of 133 months. The second loan ( 2 XXXX ) was disbursed on XX/XX/XXXX at a 4.85 % interest rate for {$16000.00} with a repayment term of 133 months ). When the forbearance ended, the payment date was moved 3 days forward, from the XX/XX/XXXX of the month to the XX/XX/XXXX of the month. There was no reason given, nor could any of the employees I talked with explain why it was done. I am typically paid on the XX/XX/XXXX of the month, and I called and requested to change the date back to the original day, the XX/XX/XXXX, as I would not be able to pay on the XX/XX/XXXX day of the month. To be safe, my direct debit was suspended, and I was assured that no late fees would appear nor would there by any report on my credit as long as I did pay the amount due by the XX/XX/XXXX of the month. I called on the XX/XX/XXXX and was told the change would be processed in 7-10 business days. I called back several days later and was then told that changing the date would actually take 1-2 billing cycles. I was again reassured that no late fees and no credit reporting would occur as long as I paid the requested amount by the XX/XX/XXXX. I paid the amount due on XX/XX/2018 on XX/XX/2018. I was paid a day early because the XX/XX/XXXX was a Friday and paychecks are disbursed a day early so they are not held over weekends. On XX/XX/XXXX, I received a letter in my account inbox online stating my date change request could not be accommodated since my account was delinquent. I checked my online account, which stated my account was current, there was {$0.00} due, and that I had, in fact, paid ahead. Since I can not pay on the current due date, and it may take 1-2 billing cycles to change the due date, my account will always be delinquent ; therefore, I can never receive a change on the due date in order to pay on time. Additionally, I have been given wrong or contradictory information at each step of the process, culminating in my account being shown as current and " paid ahead '' while at the same time receiving official notification that it is in delinquency.
Company Response: Closed with explanation

Timely Response

2018-12-18

KY

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I was in the process of applying for a forbearance with American Education Services ( AES ). During the application process, my loans went into default before my forbearance went through. Immediately after my loans went into forbearance, I requested that AES repurchase my loans ( within the 30 day grace period ). AES made no attempt to repurchase my loans. Instead, they asked that I fill out another forbearance request, which they then denied since they no longer serviced my loans. I believe that AES made no effort to assist with my financial hardship and instead allowed these loans to go into default without notifying me of my options.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-18

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I applied for an Income Based Repayment program for my student loans back in XXXX/XX/XX/2018. I was sent a form asking for clarification on my past stubs because this company couldn't do the math and figure out that the pay stubs were two weeks apart meaning I get paid BIWEEKLY. My take home pay is {$0.00}, I am a waitress and make barely enough money to pay my rent. After TWO MONTHS of patiently waiting for this to be processed I reached out to their email communication team. I heard nothing back for over a week. I contacted again threatening regulatory action. I then applied for an Unemployment Deferment because they repayment plan was taking forever and my due date was coming .... A few days later I got a response that my program is approved but I am now due for {$6300.00} on XX/XX/2018! HOW IS THIS POSSIBLE!? I cant pay that? I just sent in my pay stubs showing I MAKE NO MONEY!! I need this fixed. That past due amount will tank my credit and I am working so hard on getting this all my debts settled. I cant do much more than give them everything they ask for! Please help me get the {$0.00} monthly payment I was told I qualify for based on my income. This has to be some form of predatory lending trying to take their time in processing these apps so they can make their money on the interest that keeps accumulating .... cant you see I am trying to do my part!!!
Company Response: Closed with explanation

Timely Response

2018-12-18

Ehrhardt, SC

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: keep getting denied assess to the account by my husband, after filling out proper forms and send valid power of attorney. They will not follow their own rules.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-18

Key Biscayne, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I found out that my loans, now transferred to XXXX XXXX from XXXX, have now had their clock restarted at month XXXX for making the 120 qualifying payments. I am almost finished my 10 years since paying the loan and now I find out that I am starting at the very beginning! There were several discrepancies. At several points my loans were placed in forbearance not of my choosing ( XXXX says that XXXX may put my loan in forbearance without my knowledge at any time ). They have lost almost 2 years of payments when my loan service provider had a different name ( XXXX used to be XXXX XXXX from the dates XX/XX/XXXX to XX/XX/XXXX ) even though I have the email confirmations of payment. Plus the fact that I USED to be on an income repayment plan when I re consolidated my loans and that seems to have disappeared off of my record. This is absolutely horrible! I am working as a XXXX at a XXXX XXXX where I could have used my XXXX XXXX XXXX in a private sector job. I wanted to work for my alma mater and love working in XXXX XXXX. It seems that many were duped by the PSLF and apparently there is nothing I can do.
Company Response: Closed with explanation

Timely Response

2018-12-18

Philadelphia, 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
Complaint: XXXX has been non-compliant with removing the unverified account PHEAA which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that PHEAA was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Closed with explanation

Timely Response