AES-PHEAA

2018-12-14

Chula Vista, CA

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

2018-12-14

Sherman Oaks, CA

False statements or representation

Debt collection: Federal student loan debt

Impersonated attorney, law enforcement, or government official
Company Response: Closed with explanation

Timely Response

2018-12-13

NE

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I had called into customer service in XX/XX/XXXX because my grace period was over and applied for the income based repayment plan. I was told that I should consolidate my loans together so that I would have better option of paying off. This customer service agent did NOT educate me on what that meant and had me consolidate. When I called in again to apply for public service loan forgiveness a different represantative told me that had I NOT consolidated that my loans could've been forgiven as I had worked in a qualifying employer since XXXX. I wasn't told that once I consolidated none of that was possible. I have called in numerous times since then and customer service agents all tell me something different. I am very frustrated and just want to know why I can't get my loans forgiven when I qualified for them, instead they want me to start all over from XX/XX/XXXX on.
Company Response: Closed with explanation

Timely Response

2018-12-13

IN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have been trying since XX/XX/2018 to get my loans recertified for an income-based repayment program, and due to errors by the servicer ( XXXX ), my recertification was delayed, and now, I have been placed into an inappropriate repayment plan. My recertification request, with my tax return and my spouse 's tax information, was submitted on XX/XX/18 ; after a request for additional income documentation on XX/XX/18, I provided that information the same day. On XX/XX/2018, I was notified that my request could not be processed, and on XX/XX/2018, I received a letter informing me that the issue with processing my recertification request was because my tax return had not been provided. I called XXXX, and after a discussion with Customer Service, it was agreed that my tax return had already been provided and that my application would be sent back for review. Despite repeated attempts to check on the status of my recertification, it took weeks longer for my recertification to be processed, and on XX/XX/2018, I learned of a new issue. My recertification was approved, however, after it was determined that I did not qualify for the repayment plan that I requested, and rather than placing me into a repayment plan with the next lowest payment ( IBR ), I was placed into REPAYE, which because it includesmy spouse 's income in its calculations, will increase my payments by approximately {$850.00} higher than IBR, the lowest repayment plan I qualify for. Per the XXXX representative I spoke with, my only option was to start the process over again with a new recertification application ; even though they had failed to follow the instructions of the program requirements of placing me in the lowest repayment plan I qualify for ( since I did not qualify for the one requested ). Unless I pay more than I should be having to pay, I will now be losing the ability to make qualifying payments for at least the next month, if not longer. There have been repeated errors and delays with the processing of my recertification.
Company Response: Closed with explanation

Timely Response

2018-12-13

Olmos Park, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with non-monetary relief

Timely Response

2018-12-13

FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I enrolled in a XXXX program in fall 2018 ( XX/XX/18 ) and received an email on XX/XX/18 telling me that as I was enrolled, I now had a deferment on my account. The email includes a link to " remove this deferment, '' which, when you click on it, takes you to an FAQ on deferment ; however, under " can I cancel my deferment or forbearance, '' it says you CAN cancel the deferment, but doesn't tell you HOW to do it. There is no place on the website to do this, so after contacting them by phone, they tell me I have to complete a School Deferment Waiver Form, which they must send to me to my XXXX inbox. The form is not available on the website. Another difficulty is that the only way, according to the form, to get this sent back to XXXX is to either fax or mail it. Nothing indicates that it can be sent via the website, nor was I told this by several customer service reps over the next few months. I finally had the time to download, print, sign, scan, and fax it. But when I got yet another email about a deferment on my account on XX/XX/18, I called XXXX and asked why I had another deferment as I had sent in the form in XXXX. They said they only got the cover sheet, but not the form, which I completely don't understand ( why would they get one and not the other? ). Additionally, after 3 months of calls, I was FINALLY told that I could upload this on the site. XXXX DOES have a file upload section, but this form is not one of the options given. I was told to upload to the " Other '' section of the site, but again, how would I ever know this as a ) I was NEVER told this was an option for this form and b ) the form itself does not list this as an option? My question it, for people who do NOT have access to a printer, how in the world are they supposed to get this form to XXXX? It is completely ridiculous that while I can do every thing else on the website, I can't just fill out this form online, NOR is there anywhere on the form that indicates that I can just upload to the website, as again, it only mentions I can fax or mail it. It is very clear to me that XXXX wants to make this process as difficult as possible, as they would rather the additional interest on these loans gets capitalized in order to make them more money.
Company Response: Closed with non-monetary relief

Timely Response

2018-12-13

Warrenton, VA

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: XX/XX/2018 at XXXX XXXX -I called in to get more information about repayment options and to let them know I submitted something online but didn't receive any response but I did get an email about wait for your school to notify us. I was explaining this to the rep XXXX, agent id # XXXX. So people who want to make sure they understand normally repeats what was said or ask for more clarification. I repeated what she said to me to make sure I hear right and her tone immediately changed to that's what I said dummy ( and she actually did say that's what I said ). She also stated that she was going to submit something that would be retro for 60 days until the school updates my enrollment status. In the event that they don't I would have to submit enrollment and since I didn't catch what was supposed submit, I asked and she once again got smart. I politely let her know why I repeat or ask is because I wanted to make sure I heard and understood what she was saying and not to be a jerk about it AND thanked her for submitting the paper work. Not I'm not so she submitted it since I have not received any confirmation. I also see online that nothing was done and my payment looks to be doubled.
Company Response: Closed with explanation

Timely Response

2018-12-13

Plymouth, FL

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt is not yours
Complaint: CFPB, I want to state upfront that this is not a duplicate. This complaint is in RESPONSE to XXXX Servicing 's response to my previous complaint where in their 'book ' they stated that I, " ... will still be responsible for the loan until a full investigation has been completed and a final determination has been made. '' This company is trying to see me ( veteran, senior, on limited, fixed income ) on the street with nothing to my name when 1 ) This is NOT my loan. NO document has been supplied with MY SIGNATURE on it, and let me be clear in saying my ACTUAL, WET SIGNATURE on an ORIGINAL consumer agreement in its ORIGINAL FORM. 2 ) It is EXTREMELY STRANGE that XXXX continues to HOUND me with this massive debt instead of FINDING THE ACTUAL ACCOUNT HOLDER!! Who is the person who signed for this loan???! Find THEM! Send THEM bills! 3 ) Cancellation is what is noted as an option in the mail I received in recent months, so I once again -- in addition to all else that's been stated -- request to cancel this loan! I have NOTHING to do with it!
Company Response: Closed with explanation

Timely Response

2018-12-13

Gr, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am enrolled in the Pay as you earn plan through XXXX and also in the Public Service Loan Forgiveness Plan. I have been in this program since XXXX and have renewed it the same way every year- with the application, check stubs, and my W-2. This year I turned the application and supporting documents in on time. On XX/XX/XXXX I received a letter stating I also need to turn in my 1040 which was sent in on XX/XX/XXXX. I received a letter on XX/XX/XXXX that said I have been approved and to continue making my normal monthly payment ( {$39.00} ) until XXXX and then the amount would increase to {$46.00}. I made that payment on XX/XX/XXXX but saw the amount that was due is {$240.00}. I thought this was just a lag in the system and things would catch up since my paperwork was still being processed. I received texts and emails stating I was overdue on my payment and still owed the {$240.00}. I called on XX/XX/XXXX and spoke to 4 different people including the supervisor at XXXX. They said the letter was from XX/XX/XXXX and that turning my 1040 in on XX/XX/XXXX was more than the 10 days late that they allowed. The letter I have in my paperless inbox is dated XX/XX/XXXX and turning the letter in on XX/XX/XXXX is less than 10 days from that date. She said that the bill came out while my paperwork was being processed and there is no way this can be changed to the normal monthly payment of {$39.00}. I asked why they are unable to change this since the paperwork has been processed and was turned in on time. I was repeatedly told that my paperwork was turned in late and it should have been turned in earlier. I asked why I need my 1040 this year and they said because I checked the box that said to include my taxes. I have looks at my other applications and this box has been checked on those and I have never had to do this. I have only needed check stubs and my W-2. Everything was turned in on time. Since I have been told there is nothing they can do about this and this is the amount due, they told me to do a forbearance. I can not afford this payment which is why I am in the Pay As You Earn Plan. I have XXXX XXXX, a mortgage, bills, and limited income. The customer service I received was terrible. I did everything I was asked, turned everything in on time and because it took almost a month to process the paperwork, I was stuck with this amount and had no choice but to do a forbearance for this month.
Company Response: Closed with explanation

Timely Response

2018-12-13

NH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: In XX/XX/2018 I received a minor bump in pay. I did the right thing and asked XXXX to recalculate my monthly payment. Their website and recalculation application failed to mention anywhere that they would recalculate monthly income based on a person 's regular pay but also any overtime earned that month. My monthly payment amount skyrocketed. I contacted an agent who told me to resubmit using my tax return. I received no response after doing this. I called again and another agent informed me that the prior agent 's information was incorrect. They advised that I needed to wait until I had a paystub that didn't have overtime and resubmit again. In late XX/XX/2018, I resubmitted a new paystub for recalculation. I then received two letters less than two hours apart that contained two different recalculation amounts. No explanation was provided in either letter. I emailed and received a response on XX/XX/2018 indicating that the first letter was based on the income tax recalculation which was incorrect. The second letter was for the correct amount. On XX/XX/XXXX & XX/XX/XXXX I again received two letters with different recalculation amounts and no explanation for why I was receiving either one. I emailed multiple times and received no response. I just spoke to another agent and was told that the response from the agent on XX/XX/XXXX was incorrect, that this 3rd letter I received was an error and now the 4th letter with an even higher amount was correct. XXXX needs to improve their transparency with customers, their communication, and train their agents better.
Company Response: Closed with explanation

Timely Response

2018-12-13

Main Office, VA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: Good Afternoon, My name Is XXXX, a student that was conned by the University of XXXX a few years back. A professor of mine last year said that I should reach out to your organization for help. Around the time the US Military was investigating the misuse of individuals GI bills and suspending The University of XXXX from ever recruiting anyone that is or has been in the Military from attending the college. From those news articles, I began my own investigation, reaching out to the District Director of XXXX XXXX XXXX in XXXX Virginia and the Virginia School Board. The District Director investigated the University of XXXX, advising that the college was not accredited in XXXX XXXX ; that if I continued with my education and took the State test that I would fail. The District Director then helped find a credited University through an honorable website. The District Director also advised me to reach out the School Board to see if there was anything that they could do in the situation with the University of XXXX. Once I got into contact with the School Board, the lady advised me that being an online student there was nothing they could. Stating that I would have had to be in an on-campus classroom setting as well as online for them to start an investigation into the University of XXXX. I felt hopeless. When I registered with the University of XXXX some years ago, I never thought I could get into a big time University. They made to process so easy and at face value, the University looked accredited When asked the new student advisor from the University of XXXX told me that the school was accredited and that I would have no problem getting my XXXX and XXXX Degrees. I had no idea how one would investigate the creditability of a University. I was so excited to be making the step up from the local XXXX XXXX. Through the honorable Website, I started my registration for XXXX University. The new student advisor informed that my credits from the University of XXXX were not going to be transferable, but they would see what they could do. I sent in a request for the transcripts from XXXX XXXX XXXX XXXX XXXX and the University of XXXX to be sent to XXXX University. To my surprise, a portion of a math class was transferable from University of XXXX and all my credits from XXXX XXXX XXXX XXXX XXXX, that allowed me to attend XXXX University. If I knew what I know now, I would have never been suckered into attending an unaccredited University like the University of XXXX. That place not only took advantage of our military personnel that dreamed of higher education but are taking advantage of civilians who dream of a better future. I am one of them. The University of XXXX stole and misused XXXX XXXX, subsidize and unsubsidized loan money from me on a pipe dream of a better future in higher education. Just over {$14000.00} in Federal loan money, if my calculations are correct, that I am expected to pay back on unaccredited course. The unaccredited classes that were taken at the University of XXXX taken again at XXXX Univesity, paid for twice. I am not sure what documents that are needing to be downloaded onto this site, but I do have screenshots of the NSLDS.ed.gov site that are included. I am sure I can request a copy of the transcript from University of XXXX from XXXX University. I am not sure what direction I need to go, in seeing what can be done with the money that the University of XXXX misused. I have no problems paying back the loan money from accredited University like XXXX but feel that it is unfair to have to pay back money that the University of XXXX misused and conned me out of. In closing please let me know what documents I will need or what direction I go from here.
Company Response: Closed with explanation

Timely Response

2018-12-13

Queens, NY

Incorrect information on your report

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

Account information incorrect
Complaint: I have deep concerns over fraudulent practices, no accountability, and poor costumer service at XXXX XXXX. Based on my personal experiences, and after several attempts by phone, I am taking the opportunity to notify in a formal manner my frustrations in reference to the unfair experiences that I had been dealing with for the past five ( 5 ) months.
Company Response: Closed with explanation

Timely Response

2018-12-13

NV

Incorrect information on your report

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

Account status incorrect
Complaint: The account is with XXXX XXXX XXXX XXXX and it shows that I was late in XX/XX/2017. My loan was actually in deferment. I recently checked my credit due to wanting to purchase a home in the near future and discovered this negative remark on my report. This negative remark lowered my FICA score by more than 50 points.
Company Response: Closed with explanation

Timely Response

2018-12-13

Lewisville, TX

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: I went on XXXX XXXX XXXX after I was notified of my first payment being due after a 1 year forbearance period from XX/XX/XXXX to XX/XX/XXXX. I filled out the questionnaire online and was instructed to mail in my financial information in order to be approved for the repayment and/or renewed forbearance program. On XX/XX/XXXX, I mailed the attached income information but never received anything saying I needed to submit more information. I assumed the payments were deferred. In XX/XX/XXXX, I checked my credit reporting and noticed they were marking my credit payment for both my student loans as 30, 60, 90, and 120+ days late. I went back onto the website and there were no personal letters to me specifying what I sent was not correct but only formal & generic ones in my email account. None of them mentioned receiving my information or status update for my questionnaire and financial submission. I refiled another request for forbearance and it was immediately accepted online without any additional paperwork needing to be mailed necessary. As of XX/XX/XXXX, I noticed the federal loan servicing company allowed for the forbearance to be backdated to XX/XX/XXXX through XX/XX/XXXX and changed the payment status for XXXX, XXXX and XXXX payments as part of the forbearance program but still marked me late for payments due in XXXX and XX/XX/XXXX. The first week of XX/XX/XXXX, I called into their customer service # and the lady said that it should show that there were no payments that were late because I was in forbearance and the fact that no payments are due during the period, they shouldn't be marked as late. She said she would mail me a letter stating that the loan was current with no late payments in XXXX or XX/XX/XXXX and XXXX and XX/XX/XXXX because it was the same situation. I then received a very generic letter. Please see attached as well. I called into customer service on XX/XX/XXXX and talked to a lady with ID # XXXX and XXXX with ID # XXXX. They instructed that they would mail be the forbearance letter stating that no payments were due from XX/XX/XXXX through XX/XX/XXXX, but they're going to continue informing the credit bureaus that I had late payments in XXXX and XX/XX/XXXX even though forbearance doesn't require payments during that time. While I understand, " TheFair Credit ReportingAct ( FCRA ) is a federal law that regulatescredit reportingagencies and compels them to insure the information they gather and distribute is afairand accurate summary of a consumer'scredithistory. ... The law is intended to protect consumers from misinformation being used against them ''. The fact that I had already submitted my financial information and filled out the questionnaire in XX/XX/XXXX, as soon as I checked back into the loan after being notified by the credit bureaus of past due payments and saw there was negative reporting, I applied again and qualified for the program which I should've already been approved for in XX/XX/XXXX. They've already deleted their reporting of the " 3 missed payments '' in XXXX, XXXX and XXXX I feel continuing to report XXXX and XX/XX/XXXX & XXXX missed payments is unfair reporting to the credit bureaus due to miscommunication on their part and poor instructions on their website during my application process in XX/XX/XXXX. My intention was not to miss or neglect my payments or responsibility for this loan from the get go and am saddened that the programs are placed by the government so that to help consumers repay the government loans that do not ever go away but do it successfully and more efficiently with their help. I need the 4 payments between the 2 loans to show as O ( see attached report ) on my report instead of reporting negative missed payments so I may be approved for other financial opportunities which will only better my repayment qualifications sooner rather than later : (
Company Response: Closed with explanation

Timely Response

2018-12-12

Austin, TX

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: I attended college from XX/XX/XXXX through XX/XX/XXXXand got a private student loan through American Education Services ( AES ) in XX/XX/XXXXfor the amount of {$20000.00} of which I immediately sent {$10000.00} back and only used {$10000.00} for college expenses. I determined after the agreement that I did not require the total amount and rather than cancel the agreement and start over I cashed and sent half back. I have already payed in {$36000.00} and they expect {$15000.00} more or a total of {$68000.00} if I continue making payment per my schedule. Therefore, for a {$10000.00} loan, that was actually used for college expenses, AES is expecting {$68000.00}. This by definition is a scam and no institution should be allowed to make this kind of profit from {$10000.00}. I demand a Class Action Lawsuit to address the AES, who are engaging in unfair business tactics to exploit and scam students and receive a 700 % increase in their investment of only {$10000.00}!
Company Response: Closed with explanation

Timely Response

2018-12-12

Parker, CO

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-12-12

Burglen Hills, IN

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

2018-12-12

Phila, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-12-12

Apex, NC

Written notification about debt

Debt collection: I do not know

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-12-12

San Diego, CA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: XXXX XXXX XXXX has multiple balance increases in a row on my XXXX and XXXX credit reports that need to be removed, as my credit score has plummeted because of it. I contacted XXXX XXXX XXXX and they said this never should have happened but those ticks against me are still there!
Company Response: Closed with explanation

Timely Response

2018-12-12

Chicago, IL

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-12-12

NJ

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I should have had counseling to ensure i could repay a loan higher than that secured by homeowners for mortgages and with higher interest rates. i should not have had my payment triple in one year under IBR when my salary did not. i should not have been approved for loans amounting to 100 times my yearly salary.
Company Response: Closed with explanation

Timely Response

2018-12-12

Grosse Ile, MI

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Complaint: I don't have the exact dates as I have recently received a new job, and I sent the fax through my old work email. But, I have sent a request to have late payments removed from my XXXX XXXX account because they should not be on my account. XXXX XXXX and myself had my loans in deferment from XXXX XXXX, and from XXXX XXXX. If my loan was listed as in deferment for that period of time, then I shouldn't have any late payments on my account. This is severally affecting my credit score, and right now I am trying to get a new home but I am not able to because my credit score is slightly too low. I have already filed a dispute with XXXX and XXXX ( I am waiting on XXXX because I have to create an account with that bureau ). The dispute with XXXX has come back as finding my dates accurate from XXXX, but non of the late payments were addressed. I am aware that XXXX XXXX makes money off of late payments, which is why I am sure they are reluctant to switch this around, but this is really affecting my chances of getting a home. Also, I am sure, beyond a shadow of a doubt, that this has to be affecting multiple people and, unfortunately I can not report this to the XXXX XXXX XXXX because it is for a federal student loan. If there is anything the CFPB can do, I would greatly appreciate it. If you can actually do anything I will gladly find any and all documents you need, however, I do not want to waste my time if there isn't anything that can be done.
Company Response: Closed with explanation

Timely Response

2018-12-11

Gr, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I've been making payments on my student loans for more than 5 years. Even though I've never missed a payment and I've only ever worked in public service, my loan servicer is crediting me with less than 2.5 years of qualifying payments towards public service loan forgiveness. The servicer, Pennsylvania Higher Education Assistance Agency, should give me credit for every monthly payment I've made since I've always been employed in qualifying employment while paying off my loans.
Company Response: Closed with explanation

Timely Response

2018-12-11

Eden Prairie, MN

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