AES-PHEAA

2018-12-06

Main Office, VA

Incorrect information on your report

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

Account status incorrect
Complaint: During the time of my XXXX from XX/XX/XXXX to XX/XX/XXXX the reporting agency has reported over 60 missed payments with my student loans. I was in XXXX and due to my circumstances was unable to pay on my loans.
Company Response: Closed with explanation

Timely Response

2018-12-06

Levittown, PA

False statements or representation

Debt collection: Federal student loan debt

Attempted to collect wrong amount
Company Response: Closed with non-monetary relief

Timely Response

2018-12-06

Rancho Bernardo, CA

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2018-12-06

Corvallis, OR

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2018-12-06

Gurnee, IL

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

2018-12-06

Temperanceville, VA

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was paid
Complaint: XX/XX/XXXX i received an email stating that I was late on my payment. THe email stated " This reminder is to let you know your payment in the amount of {$330.00} was due on XX/XX/2018. '' So i called on XX/XX/XXXX to figure out why I was behind. I knew i made a payment on XX/XX/XXXX for {$160.00} and a 2nd payment on XX/XX/XXXX for {$160.00} to make my full payment by the due date. But when i checked online it said that i owed {$150.00} plus my XXXX payment of {$330.00}. I explained the above about how i paid and the rep said that because i alloted my second payment to certain loans that interest accrued and I owed it. I told him that i made the monthly payment amount though. He said he create a re-allocation request that would take 7 days. I then thinking about realized how could i owe {$150.00} extra when i made a payment to each loan and targeted {$150.00} to the loan with the highest interest rate. So I called back on XX/XX/XXXX and spoke with a different rep. She stated she didnt know why it showed I still owed money when i clearly made the full payemnt with my two payments and i allocated a dollar to each loan. She said that she would request that my account be adjusted as she sees the payment. she stated that would take 3 business days. So i waited until XX/XX/XXXX evening to check on the account. Neither of the requests occurred but I made my payment of {$160.00} again on XX/XX/XXXX. Yet on XX/XX/XXXX it showed i still owed {$320.00} rather than only owin {$160.00}. So i called again to follow up. The new rep stated that when i allocated i didnt satisfy what i owed for each loan. By alloting a {$1.00} on each loan except for 1 with {$150.00} that the others still had to be paid their stated payment amount for each one. I asked her then why is there an option to allocate funds to certain loans within my payment amount. she said that only if you paid more than you agreed payment amount could you allot more funds to go to a certain loan. This is a deceptive practice which essentially forces payers to not allot funds and payoff loans with higher interest rates without paying an amount much higher than their agreed payment. Essentially, I'm on an income based payment plan that they decide the payment but a student can't allocate funds even though on the payment screen has a section to do so. This gives student repayers no options except to pay more than they can afford and not target loans with high interest rates based upon the payment the income based rate or repaye rate assigns to them. XXXX tried to make me pay {$150.00} extra dollars than the agreed {$330.00} amount that they set as my affordability range for XXXX.
Company Response: Closed with explanation

Timely Response

2018-12-06

Sm, KS

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

2018-12-05

Rockwell, NC

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Closed with explanation

Timely Response

2018-12-05

East Windsor, NJ

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

2018-12-05

OH

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: I refinanced my student loans in XXXX of 2018. American Education Services was one of the loans that I refinanced. The 3rd party sent a check and there was an overpayment to AES in the amount of {$390.00}. I have yet to receive those funds from AES, it is almost a year. They stated they sent the original check to the 3rd party in XX/XX/2018 ( unlike all other student loan companies, banks, financial servicers who refunded to me directly ). I called in XXXX, XXXX, XXXX and XXXX. I spoke with many representatives and supervisors. Each time I was assured I would receive a call back, as none of the representatives in the customer service area could answer my questions about the address the funds were sent to, how me and my account were referenced on the check, how they knew what address to send the funds too and if the check was cashed ( which I kept receiving varying information ). AES refuses to send the overpayment to me directly, and will only send to the 3rd party who sent them the original check to payoff and close the loan. I believe this practice is a violation of UDAAP ( unfair, deceptive, abusive, acts or practices ), as the 3rd party has stated they never received anything from AES, I have not received the funds and AES appears to not reconcile their records as they have an outstanding check for almost a year. I also believe this is a UDAAP violation, because during one of my many conversations with AES, I was advised the check to the 3rd party included other customers funds as well. I am not the only one this is occuring to. I am willing to bet there are quite a few people out there who have yet received their overpyament from AES. Finally after a CFPB complaint in XX/XX/2018, AES stated they re-sent another check to the 3rd party. Still nothing. I need to know where AES mailed the funds, how they referenced me and my account with the 3rd party and if the check has been cashed. If the check has been cashed ( which again the 3rd party has stated they never received anything ) I need a copy of the cashed check and the information above. If the check has not been cashed, I believe the only recourse for AES is to overnight me the overpayment directly.
Company Response: Closed with explanation

Timely Response

2018-12-05

Aloma, FL

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt is not yours
Company Response: Closed with non-monetary relief

Timely Response

2018-12-05

Lb, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I have asked AES numerous times for ALL my loan records as one loan seems completely made up. The information does not match to any loan made by me. The date they started reporting it was XX/XX/XXXX. However, it shows it was opened in XX/XX/XXXX. I never opened a loan on that date. There is a whole 8 years gap of reporting, which is illegal. In addition they fraudently wrote it off for {$65.00}, XXXX and sold it. The other loans I did take out were open prior to that and did not exceed $ XXXX. They were reported in XX/XX/XXXX, than this loan for an absurd amount was reported years later. Their practices are illegal and false.
Company Response: Closed with explanation

Timely Response

2018-12-05

Seattle, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I have federal student loans which I am paying for the past 4 years and have been making larger then required payments for the past year. I submitted my IBR resertification form before the deadline and after receiving a letter on XX/XX/XXXX about a denial and need to send additional documents such as a pay stub because my income changed significantly. Of note I was not notified about this during my initial application. I submitted the required document and was told to wait for communication prior to XX/XX/XXXX. On XX/XX/XXXX I received a letter saying that my min payments have gone up and my interest capitalized because of resertification delays. I contacted XXXX and informed them about the fact that delays in their processing are causing my interest to capitalize and payments to go up and after speaking to 4 people they agreed to review my case. Since there was an error on my account my automatic payment was canceled for the month of XXXX but the servicer was Unable to answer if this would increase my total interest by 0.25 % for not being enrolled in autopay for the month of XXXX. To conclude, the customer service workers lack knowledge and tend to only read what ever the last note was posted on a given account. I request that my interest capitalization be reversed immediately with appropriate resertification of IBR prior to my next payment date on XX/XX/XXXX in order for me to re enroll in auto pay and avoid paying the higher interest during the time I have to wait for this error to be resolved. Thank you.
Company Response: Closed with explanation

Timely Response

2018-12-05

Wonder Lake, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: After graduating in XX/XX/XXXX, XXXX XXXX was my loan provider through XX/XX/XXXX. All payments were made on-time and applied towards the PSLF program. Upon transferring to XXXX XXXX, when I received my PSLF qualifying payment update on XX/XX/XXXX, I noticed that they only counted one payment for the entire year spanning XX/XX/XXXX to XX/XX/XXXX. I contacted them on four separate occasions over the past year to have this rectified. They reported that it was a mistake due to the transfer of the loan and they would provide me with an updated copy showing the appropriate payments that were made through AUTO-PAY, on-time each month. I have yet to receive this document, even after contacting them multiple times for it. They reported that they were " behind '' but a year later is unacceptable.
Company Response: Closed with explanation

Timely Response

2018-12-05

Manchester, NH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-12-05

Wonder Lake, IL

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I received a letter from American Education Services on XX/XX/XXXX stating that the terms of my loan had changed. My monthly payment increased from {$110.00} per month to {$290.00} per month. My loans have always been on automatic payment and I have never missed a payment. However, it turns out the company had failed - for a number of years - to gradually raise my payments to sufficiently cover principal and interest. This mean I'd been paying primarily interest for a number of years and not paying down the principal in a timely manner. American Education Services never notified me of this and it seems were not even aware of it themselves. When I contacted the company about their error, they did nothing to rectify the situation. It does not seem fair given that I had automatic payment set up and have been a diligent payer for many years. I had no way of knowing my payments should have been gradually increasing. It should be the company 's responsibility to request the appropriate payments from the borrower over time.
Company Response: Closed with explanation

Timely Response

2018-12-05

DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I submitted my first Public Service Loan Forgiveness employment certification form ( ECF ) to the U.S. Department of Education approved XXXX XXXX ( XXXX ) organization XX/XX/XXXX. In XXXX I contacted XXXX to inquiry about the status of my application and was informed that it had been denied because the form ( which I obtained from the XXXX website ) was expired. I asked why I hadnt been contacted and the representative said that a letter had been sent, which I never received. I then submitted a second application XX/XX/XXXX, with a form that had been updated on the XXXX website. XX/XX/XXXX, I contacted XXXX regarding the status of my second application. The second application was denied due to an expired form. I pointed out to the representative that Id applied using the updated form from the XXXX website. The service worker acknowledged that application # 1 had been incorrectly re-processed and would submit application # 2 for review. Application # 2 was accepted at the end of the month, with payments set for the first of each month. I contacted XXXX to request a change in the due date, explaining that I wouldnt be able to comply with the date because it conflicted with my rent due date. I was informed that I would not be able to change the date at that time but to request a change the next month. After multiple months of requests, my due date was changed XX/XX/XXXX. I also received notification that I was being disqualified for the Direct Loan rebate program because my payments had been received 6 days after the required due date. XX/XX/XXXX, I contacted XXXX to inquiry as to why XX/XX/XXXX-XX/XX/XXXX qualifying payments hadnt been applied to my account. Service worker XXXX identified 35 payments Id made during the period and submitted a payment tracking review. In the same month, I mailed documentation for annual recertification of my income-driven repayment ( IBR ) plan. XX/XX/XXXX, my payment amount increased nearly three-fold. I contacted XXXX on XX/XX/XXXX and service worker XXXX informed me that my payments had increased as the result of an error in processing my IBR documentation. The representative submitted a processing error override request and suggested I resubmit the documents online. She advised that I hold off my payment until receiving notification of the adjusted amount. If I did not receive notification in 2 weeks, I should call back to speak with a supervisor to expedite the override. I did not receive notification and on XX/XX/XXXX I contacted XXXX and asked to speak with a supervisor. I was transferred to supervisor XXXX. I requested she expedite the override request to correct the error made by XXXX XXXX, she assured me the amount would be corrected for XXXX. I then went to the XXXX website to make my monthly payment in the correct amount. The next day I discovered XXXX had taken the inflated amount from my account. I contacted XXXX immediately to correct the error. Service worker XXXX informed me that it would take 90 days to refund my money ( over {$600.00} ) and suggested I dispute the transaction through my financial cooperative. I filed a transaction dispute with my credit union. The matter was resolved and the funds were returned to my account. I then re-paid the amount through my credit unions online bill paying service. I am current with XXXX but the XXXX website indicates that I am 41 days past due and that derogatory credit information will be reported to consumer reporting agencies. I contacted XXXX this morning demanding the delinquency be cleared from my account. I was transferred to Public Service Loan Forgiveness service worker XXXX. He said he would submit a past due override as well as, yet another, review of the processing error override. I asked about the status of the payment tracking review which was submitted in XX/XX/XXXX. He informed me that it was still in process and he was requesting that the review is expedited.
Company Response: Closed with explanation

Timely Response

2018-12-04

Phoenix, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have been trying to receive updated information about my qualifying payments from XXXX XXXX XXXX for approximately 6 months. I submitted my employee verification forms in XX/XX/2018 however they are " still being processed '' even though I was told repeatedly typically this takes roughly 90 days, it is XX/XX/2018. I should have approximately 24 qualified payments to my account. I have been calling almost monthly to receive updated information or to inquire about when I could expect the information to be updated. The only response I receive is that they are still processing the information and it will be updated when it's updated. When I have asked why this is taking so long they do not give me any additional information other than they are waiting on information. To which when I ask from who they do not have an answer other than, " We are just waiting on information ''. When I have asked to file a complaint or speak with someone who can provide me with clarification I was told there is no one of that nature at thecompany. It is extremely fustrating to constantly be told by people who have my loans ( i.e., my debt, my constant worry, my money, a huge chunk of my financial stability ) they do not have information or do not know any information. How can this be?
Company Response: Closed with explanation

Timely Response

2018-12-04

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2018-12-04

Burl, 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

2018-12-04

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: In a response to a CFPB complaint, I received the following response on XX/XX/18 ; ... your request to exit IBR has been cancelled and reversal of interest capitalization is in process. Also, you have been approved for renewal of IBR effective with the XX/XX/2018. After a period of waiting for the reversal of interest, I emailed the company on XX/XX/18. Ten days later, on XX/XX/18, I was told the following : Unfortunately we are unable to uncapitalize the interest since this application was processed as per your request.
Company Response: Closed with explanation

Timely Response

2018-12-04

Gladstone, MO

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 non-monetary relief

Timely Response

2018-12-04

San Diego, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My servicer for my federal loans is ( XXXX XXXX, XXXX XXXX XXXX, XXXX, PA XXXX, XXXX ). I am enrolled in automatic debit by FedLoan Servicing for my student loans. I am enrolled in an Income-Based Repayment plan. I am also enrolled the Public Service Loan Forgiveness ( PSLF ) program. According to the PSLF program, after I make 120 payments ( 10 years ), then my federal loans will be forgiven. Last year, I enrolled in graduate school, and unbeknownst to me, XXXX XXXX placed my loans in deferment. I never consented to this, and I would have never authorized it if someone at XXXX XXXX had attempted to contact me. As a result of my loans being placed in deferment, I have lost out on ~12 payments into the Public Service Loan Forgiveness program. I complained to XXXX what has happened, and they have sent me documentation with many inaccuracies ( from XXXX XXXX XXXX initials XXXX XXXX ). First, they claimed that they contacted me regarding placing my payments in deferment. I do not have any such documentation from them regarding this. Second, they claim that they are " required '' to place my loans in deferment if I am enrolled in school at least part time. These federal " guidelines '' state that my loans " may receive a deferment ... if your servicer receives information from the school you are attending that indicates you are enrolled at least part time. If your servicer processes a deferment based on information received from your school, you will be notified of the deferment and will have the option of canceling the deferment and continuing to make payments on your loan. '' Again, this is not a " requirement '' and I was not notified of this.
Company Response: Closed with explanation

Timely Response

2018-12-04

Coral Springs, FL

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

Timely Response

2018-12-04

Palm Coast, FL

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Company Response: Closed with explanation

Timely Response