AES-PHEAA

2018-11-26

Bremen, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I applied for the Public Service Loan Forgiveness Program. In XXXX when I was accepted into the program my loan was transferred from XXXX to XXXX XXXX. I never received any correspondence in the mailing stating the change or that I was even accepted into the program. Last week I received a notice from XXXX XXXX stating my student loans were behind 120 days with XXXX XXXX. So I called them to see what this was referring to because I was under the impression I was still with XXXX. I was told about the consolidation and transfer of the loan. And that they were sending my correspondences to an old email address because when I had XXXX XXXX back in 2013 I was signed up for paperless notifications. I was never notified that I needed to reapply for my Income Driven Repayment Plan which doesn't come up for re certification until XXXX with XXXX. So my credit was hit very hard because I wasn't properly notified.
Company Response: Closed with explanation

Timely Response

2018-11-26

Martinsville, VA

Credit monitoring or identity theft protection services

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

Problem with product or service terms changing
Company Response: Closed with non-monetary relief

Timely Response

2018-11-25

Tinley Park, IL

Incorrect information on your report

Student loan: Federal student loan servicing

Personal information incorrect
Company Response: Closed with explanation

Timely Response

2018-11-24

Bakersfield, CA

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 explanation

Timely Response

2018-11-24

San Francisco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: It is time for me to recertify my Income Driven Repayment plan for my student loans. I submitted my request on XX/XX/2018 and I was told I would receive a follow up email a month ago, each day the due date keeps getting pushed back. Now I am supposed to receive email on XX/XX/2018. I haven't received an email. I've asked them what is going on, and haven't received a reply. Please help. Thank you.
Company Response: Closed with explanation

Timely Response

2018-11-24

Jupiter, FL

Incorrect information on your report

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

Account information incorrect
Complaint: I submitted a complaint in XXXX regarding incorrect information being report to credit bureaus by AES. Here is my original complaint : y credit report shows 7 late payments for my student loans with the Loan Servicer AES. 6 of the late payments from XXXX were incorrectly reported as these late payment dates were during times when my account was in forbearance. Therefore, none of these late payments should have been reported to the 3 credit bureaus. I contacted AES on XX/XX/XXXX and the call lasted from XXXX - XXXX ET. A representative provided me with my forbearance time periods. After review of the dates, I realized they were during the same times as the late payments that have been reported. Here is part of AES response to the CFPB complaint : Based on this review, corrected information was sent to the consumer reporting agencies to which the information was previously reported for loans one and two for the months of XX/XX/XXXX and XX/XX/XXXX. I spoke with a rep from PHEAA Office of Consumer advocacy on XX/XX/XXXX and he stated request was sent to credit bureaus on XX/XX/XXXX to have the 6 late payments from XXXX removed. Credit bureaus have stated no request was ever sent by AES or PHEAA. I need this 6 incorrect late payments removed as they are hindering from moving forward with the home buying process.
Company Response: Closed with explanation

Timely Response

2018-11-23

Auburn, GA

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 XXXX XXXX XXXX XXXX which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that XXXX XXXX XXXX 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

2018-11-23

Boston, 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

2018-11-23

Bakersfield, CA

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

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

Investigation took more than 30 days
Complaint: There are several charged off, derogatory accounts that are being reported to the Credit Bureaus under my credentials that do not belong to me and are causing me incredible financial hardship. After several unsuccessful attempts at Validation of said accounts. I have requested that these items be removed from my credit file immediately. These items are still currently being reported to my credit file and therefore are in violation of the FDCPA, section 809 ( b ). On XX/XX/XXXX, I sent out a request of Validation letter. The collection agency failed to comply within the allowed 45 day time frame. ( Please see attached ) On XX/XX/2018, I sent out a second letter to the company. ( Please see attached ) Non compliance.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-22

Ft Belvoir, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Hello! I am a XXXX XXXX and I have unsubsidized and subsidized student loans which I consolidated in XXXX, prior to me starting to repay my student loans. I enrolled in an income based repayment plan and began paying my student loans in early XXXX ( deferred in late XXXX ) with XXXX XXXX as my servicer. Sometime in XXXX, I was switched over to XXXX XXXX where I continued to participate in income based repayment plans, where I continue to pay through this current date. As a XXXX XXXX, I also began submitting documentation of my public service employment to qualify for the Public Service Loan Forgiveness ( PSLF ) program in the hopes of having my student loan balance erased after 120 payments. Up until recently it was acknowledged that my projected end date was in XX/XX/XXXX. The last few years I submitted my employment information to recertify my public employment and eligibility for PSLF. I never had an issue as the estimated pay off date always appeared consistent with my payment history dating back to XX/XX/XXXX/XX/XX/XXXX. However, in early XXXX I submitted my updated employment information. Keep in mind that I have been steadily employed by the XX/XX/XXXX since XXXX. Now in XX/XX/XXXX I was informed that all of a sudden I had two different projected end dates under PSLF that did not match up prior estimates provided by XXXX XXXX. I contacted a representative from XXXX and explained that because my loans were consolidated and that I have been in direct debit ( automatic payments through my checking account ), I could not have possibly submitted separate payments to the 2 loan types. This employee acknowledged this error and indicated they would have my account sent for further evaluation and recalculating. I was told this would take about 8-10 weeks. Well, I never heard back and have followed up at least 3 times since XX/XX/XXXX. Most recently I was told that they would not be able to recalculate my loan payment history and qualifying payments until the spring of XXXX, at the earliest. They are now claiming that there was likely an overpayment when calculating my payments in XXXX or XXXX, which is setting off all future payments until XXXX. I note that in XXXX or XXXX I was with XXXX XXXX and my payments were made with direct debit, so any amount due was automatically taken from my checking account. I enrolled in direct debit to ensure that payments would be timely made in the correct amount. I continued with direct debit in XXXX when I was switched over to XXXX. I also requested a history of qualifying payments in XXXX and was given a log that shows all payments made in XXXX and XXXX were actually indicated to be " qualifying payments '' for PSLF. All of a sudden now, I am told that is no longer the case! I can not understand why after many years of being provided a history of qualifying payments, they are alleging problems with payments made with a previous service provider. If there was a discrepancy, I should have been notified of this at the time ... or even in any of the past years when I voluntarily requested payment history information to ensure I was on track with my qualifying payments. I was never told I had an overpayment or an underpayment on my account. I simply paid what was debited from the servicing providers, which was indicated to be the total amount due. I have been extremely patient and tried working with XXXX XXXX but now that I am nearing the end of 120 payments for PLSF, I am worried that they are raising an issue that allegedly occurred 7 years ago. I have fortunately kept documents that show the payment history where they indicate that all of my payments made from XX/XX/XXXX-XX/XX/XXXX and all payments made were indicated as " qualifying payments '' for PLSF. I can not understand how years later they can now say these payments are not qualifying, especially when I paid all amounts due with direct deposit. Any discrepancy in the payment they collected from my account, even if its an overpayment, is very questionable since it's only being brought up 7 years after the fact. Especially in light of my efforts to reach out to XXXX and keep up to date with my history of qualifying payments. One rep that I spoke with acknowledged that given my history of payments, it looks like I would be done in XX/XX/XXXX but that they can not provide any more information until someone looks into my account, and that this will be " very tedious. '' The first XXXX representative I spoke with in early XXXX was honest enough to tell me that this is an issue with many participants with the servicing company. I also did an internet research that shows this exact situation has occurred with many participants in the PSLF with XXXX XXXX. I have had many issues with XXXX XXXX in the past, like having to go on deferment/forbearance due to them taking an inordinate amount of time recalculating my new payments following my annual income recertification to remain on an income based repayment plan. I always submit my income information in a timely manner but XXXX would take so long in processing the information in the past, that I was forced to go on deferment/forbearance. These delays caused me further delay in reaching my 120 qualifying payments. But I overlooked these issues with XXXX XXXX in the past. However, this new issue can not be overlooked. I am working hard to pay my student loans on a timely basis using direct debit and ensuring I pay in full whatever I am billed. I re-ceritfy my income and employment information and have received corroboration with XXXX that I was on track. I am very troubled that they can now allege some issues occurred several years ago with a different servicing provider that I believe is now defunct. My right to dispute this was taken away since I was never made aware of this. I also don't trust this raised issue because it was previously non-existent. I feel like I have been deprived my right to make an informed choice about my student loans and participation in PSLF. It's scary that you can do your best to be a responsible borrower and follow all rules, but to have no control how your funds and loan is being handled. Please help me resolve this issue.
Company Response: Closed with explanation

Timely Response

2018-11-22

Palmerton, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I began working for a XXXX hospital after graduating college in XX/XX/XXXX. I submitted my first employment certification form ( ECF ) in the summer of XX/XX/XXXX for the Public Service Loan Forgivement ( PSLF ). The ECF was approved, the qualifying payment count was appropriate, and my loans were transferred to XXXX XXXX. In the summer of XX/XX/XXXX, I submitted my second ECF at the recommendation of XXXX XXXX to submit an annual ECF. I received a determination on my XX/XX/XXXX ECF with what I believe to be an inaccurate qualifying payment count. I called XXXX XXXX at the end of XX/XX/XXXX and was told by a representative that a manual review would need to be performed which typically takes 3 months. Today ( XX/XX/XXXX ), approximately 4 months after that initial call, I had yet to hear back on the results of the review. I called XXXX XXXX for an update and new estimated time I could expect to receive a decision. I was told by the representative that she did see the request I submitted in XX/XX/XXXX, it was still under review, and at this time they do not provide an estimate of when the review will be complete because it could be more than a year. When I asked for clarification regarding the annual ECF and if this would at least be resolved when I submit an ECF in the summer of XX/XX/XXXX, she reported that annual ECF certifications are only reviewed for qualifying payments made from the last time an ECF was submitted despite having the same date of employment start listed for each ECF. Thus, this problem will continue to compound year after year with the expectation that I as the consumer may never hear back about my manual review.
Company Response: Closed with explanation

Timely Response

2018-11-21

Euclid, OH

False statements or representation

Debt collection: Federal student loan debt

Attempted to collect wrong amount
Complaint: XX/XX/2018 - 5 accounts through XXXX XXXX open. 4 at 6.8 %, 1 at 3.4 %. Refinanced at 4.49 % through XXXX serviced. XX/XX/2018 : checks for each account to close were instead bundled and fairshared. Now have 5 accounts with XXXX ( for smaller amount ) and 1 with XXXX XXXX. Making weekly payments XX/XX/2018 : caught error and called. Spoke with all 3 institutions to correct error check-by-check in conference call. Was told it would take 2 weeks XX/XX/2018 : nothing changed. Went ahead and paid off 1 loan ( {$300.00} ). By the following Monday, I had credits in 3 accounts at 6.8, a higher balancein 3.4, and over XXXX in one 6.8. Should have been under {$3000.00} total. Have spoken 11 times with the organization since and it is still incorrect. XX/XX/2018 : had spoken with an individual that they are issuing a credit to common bond and I would receive a credit for XXXX to the 3.4 account, making the balance XXXX. This was correct. Now have 4 accouns open again with credits and 1 account at XXXX. I have repeatedly tried to escalate throughout this process. I spoke with a tier 3 who has an extension. He has yet to return a call. Another escalation escalated to their supervisor who would not come to the phone and provided a 2 day business day turnaround. I received no call. My credit has since dropped 4 points.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-21

Sugar Land, TX

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

2018-11-21

Plymouth, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I was student at the XXXX XXXX XXXX. The school was closed for fraud by the FBI and I am under the term and conditions to remove my loans from the mentioned school. Currently I'm living in XXXX, Florida and I can continue my education because is not recognized by the college I'm trying to attend. The College name is XXXX XXXX XXXX and the new student personnel they explain me they can not accept any credit from the mentioned college and the only solution is start over again. I owe more than US18,000.00 in student loan and I'm frustrated because I have not graduate, I can't continue my education for the issue explained above. I hope you can bring me light to my case. Thank you
Company Response: Closed with explanation

Timely Response

2018-11-21

Lawrence, NJ

Communication tactics

Debt collection: Federal student loan debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-11-21

Mount Vernon, WA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-11-20

Claiborne, LA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-11-20

Baltimore, MD

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

2018-11-20

Andalusia, PA

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

2018-11-20

Tampa, FL

Credit monitoring or identity theft protection services

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

Billing dispute for services
Complaint: They have reported that I have numerous late 's and I have a letter saying that Its deferment and that nothing is owed. Acct # is XXXX
Company Response: Closed with non-monetary relief

Timely Response

2018-11-20

KY

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I graduated in XXXX with a substantial amount of debt. I immediately enlisted in the military with hopes for additional repayment options, etc. I utilized the SCRA to help while XXXX XXXX, however AES/PHEAA/XXXX immediately began their scare tactics upon my discharge. The first straw was in XXXX when the co-borrow called to make a payment on a past due loan that was through XXXX XXXX XXXX. They took the money, allocated wherever they wanted, neglecting the loan that actually needed to be paid. It defaulted. Once questioned as to why it wasn't sent to the right accounts, the response was " he didn't say he wanted it all allocated there ''. COMMON SENSE SAYS TO PUT IT WHERE IT NEEDS TO BE- NOT WHERE IT ISN'T NEEDED. They conducted an " internal investigation '', claiming they listened to the recordings and were not at fault. Yeah, right. I told them about his age ( and why he doesn't do online payments ) and they said- " maybe he was just confused ''. DISGUSTING! My father ended up using his entire savings to cover this loan once it was in default/collection. I have called countless times to make other payment arrangements, only to be told by one representative I had such and such options and getting my hopes up. But then I get notice that my loans are 90+ days past due and my good faith payments were for nothing. I then call back and get a representative saying things such as " I don't know why the last person would have told you that '' and escalating me to a " supervisor '' who said that things just haven't processed to reflect the amount owed. A week later, I see I'm 103 days past due. I call back yet again to be told : " you used all the options available ''. In short, I want to pay! I just can't pay the amount they want. I can't get a consolidation loan somewhere else because XXXX/AES has ruined my credit beyond belief. I'm to the point that I ask myself why pay at all? If what I can give isn't good enough, I may as well keep the money in my pocket to pay my rent and eat. The original cosigner for the loans is now XXXX and living on Social Security. WHY are options for repayment so limited? I'd sell a kidney just to be able to move my loans to another servicing company with actual legitimate repayment terms. They have done nothing short of ruining my credit and quality of life.
Company Response: Closed with explanation

Timely Response

2018-11-20

Briarwood, ND

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Company Response: Closed with explanation

Timely Response

2018-11-20

San Gabriel, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have several student loans from undergraduate and postgraduate programs. I wanted to go into the program for civil service repayment for forgiveness after 10 years of payments, because I am an XXXX XXXX XXXX. I called XXXX three years ago and was told that all of my loans had to be consolidated in order to go into the program. Though they had different interest rates, some were very low. So I went ahead and consolidated my loans. Then I applied for the program and was told that all of my previous payments did not count because I consolidate my loans. So not only do I have to pay more because of the higher interest rates, none of my payments counted for years. Also, they kept changing things so that none of my payments are in the right place to qualify. I feel like I am being ran around to just make payments for ever!
Company Response: Closed with explanation

Timely Response

2018-11-20

Boston, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: On XX/XX/2018 I sent a check that included the calculated interest for two loans to the XXXX XXXX. Instead of applying the entire check to the two loans they spread it around. They didn't pay off the two loans. They are offensively XXXX and grossly incompetent. I want them to pay off the loans. I needed that for my debt to income ratios. Getting the location to even send the check took two phone calls. How this isn't on the website is beyond me.
Company Response: Closed with explanation

Timely Response

2018-11-20

Oxford, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: On XX/XX/XXXX, I made a {$920.00} payment online to cover payments for principal and interest on Loan Nos.3, 4, 6, 10, 12, 13, and 14. I also tried to pay-off Loan No. 8 but could not figure out how to make that payment so it would pay-off the loan, so I called XXXX XXXX XXXX. I spoke with XXXX at XXXX XXXX XXXX and told him I wanted to pay-off Loan No. 8. He told me the call was recorded, the pay-off balance was {$970.00}, took my checking account information, and said he made a payment for {$970.00} on Loan No. 8 that would pay-off the loan. On XX/XX/XXXX, I checked my XXXX XXXX XXXX account, and the {$970.00} payment had not been applied to pay-off Loan No. 8 but instead was applied in various amounts to pay the principal and interest on Loan Nos. 3, 4, 6, 8, 10, 12, 13, and 14. I called XXXX XXXX XXXX and spoke with XXXX ( Employee No. XXXX ) and told her I wanted the {$970.00} payment to be reversed because it was supposed to be applied to Loan No. 8 to pay it off but instead had been applied to the principal and interest on all the loans. I also explained the {$920.00} payment that I made online to cover the principal and interest on Loan Nos. 3, 4, 6, 10, 12, 13, and 14 also needed to be reversed because that payment was only applied to principal and not interest ( XXXX XXXX XXXX applied the {$970.00} payment first, so it covered the principal and interest on the loans. Thus, when the {$920.00} payment was made, it only covered the principal on the loans. ) I told XXXX I wanted to make sure that when XXXX XXXX XXXX reversed the {$920.00} payment it applied the payment to pay the interest that was due on XX/XX/XXXX and not the interest that was due as of the day the adjustment was made. I said it would be very easy to figure out because the {$970.00} payment covered the interest as of XX/XX/XXXX, so the amount should be the same when the adjustment is made for the {$920.00} to cover the principal and interest as of XX/XX/XXXX. XXXX said she would put in a request for the adjustments to be made, and it would take up to 5 to 7 business days for the adjustments to be made. I called XXXX XXXXXXXX XXXX on XX/XX/XXXX to make sure these adjustments were in progress. The representative I spoke with told me that notes were in the system to make the adjustment, but it could take up to 30 days for the unless the representative put in a special request to expedite the adjustments. The representative explained there was no way to determine if the expedited request was made because that request would be made by email and was not notated in the system. She said she would send an email to financial management to have this adjustment expedited and would notate this in the system.
Company Response: Closed with non-monetary relief

Timely Response