AES-PHEAA

2018-11-15

MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I needed to have my loan payment recalculated because of changes to my income. I explained to the customer service rep that I did not want any interruption in making qualifying monthly payments towards PSLF. They said if I had my paperwork in on time ( XXXX ), I would not see an interruption. I did this. The same day, I received a notice that my loan had gone into forbearance. This surprised me because I had not asked for a forbearance and had explicitly asked about making sure I was making monthly qualifying repayments. I called the next day XXXX and requested the forbearance be removed. I was told it would be removed as of yesterday XX/XX/XXXX. It was not. Today XX/XX/XXXX I called and was told it would take 2 weeks. They directed my call to someone who took no responsibility for the inaccurate information and was not able to make any changes to keep up with the commitments that customer service reps had repeatedly made to me. They did not even make an empty promise to follow up with those reps to ensure they give other customers accurate information. As a result of this misinformation, a routine request for repayment recalculation has resulted in a month delay for when I will be able to file for PSLF. The final person I spoke to said I should consider it a privilege to work in public service and was minimizing the impact this had on me. I'm happy to provide my account number or any other details that would be helpful.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-15

Charlotte, NC

Struggling to repay your loan

Student loan: Private student loan

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

Timely Response

2018-11-14

Pacific City, OR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My complaint is about XXXX 's handling of counting my qualifying payments toward the Public Service Loan Forgiveness Program ( PSLF ). After finishing XXXX school in XXXX I had consolidated all of my loans as a Direct Consolidation Loan. I have been on the Income-Based Repayment Plan ( IBR ) since my repayment started in XXXX, and have been working at a PSLF-qualifying employer the entire time. I first learned about the PSLF in XX/XX/XXXX. I certified my employment that same month and I was transferred from XXXX to XXXX, with that process finalized in the spring of XXXX. When I was in school I took both subsidized and unsubsidized loans. As such, my total consolidated loan balance is always split up on my bill into two balances : Direct Subsidized Consolidation Loan ( DLSCNS ) and Direct Unsubsidized Consolidation Loan ( DLUCNS ). Each bill breaks down the current due for each of these, and the sum of these is the " total due '' printed on my bill. I pay this exact amount each month, on time. I was surprised to see my qualifying payments ( as determined by XXXX ) differ between my subsidized and unsubsidized loans. It showed 19 qualifying payments for the subsidized portion ( which at that point in time was about right by my estimation ), but only 2 for the unsubsidized portion. This made no sense to me as I have been paying on both loans for the exact same amount of time, as part of the same bill. I called XXXX and told it was probably a " computer glitch '' and they would look into it, and to expect a correction within a few months ( this did not occur ). Fast forward to one year later ( XX/XX/XXXX ) and I once again recertified my employment for PSLF. I was hoping that the " glitch '' from last year would be corrected upon recertification. However, when I received a document showing an updated number of my qualifying payments, it was still not corrected properly. It now shows 31 for the subsidized portion, which I believe to be correct ( 19 last year +12, makes sense ). However, for the unsubsidized loan, it says I've only made 11 qualifying payments to date. Even if last year 's number of 2 was a " glitch '' that was not corrected, then after making payments for another year I would at least expect this number to now be 14 ( 2+12 ). How could they give me credit for 12 months of qualifying payments for one and only 9 on the other?! Again I reiterate that I always pay them at the same time, as part of the same bill! Upon receiving this updated payment count, I called XXXX customer service again. Even though they admitted that they could see on their screen that some payments had mistakenly not been counted, I was told my account would need to be formally reviewed for this to be corrected. I have waited VERY patiently, but no correction has occurred in the several months since I made this call. I called again this past week and was told the review was ongoing, and could take several more months. It has now been nearly two years and multiple phone calls with no resolution. At this point I have no faith that this mistake will actually be corrected without intervention from the CFPB, which was recommended to me by someone who had a similar experience with XXXX and had it resolved. Please help!
Company Response: Closed with explanation

Timely Response

2018-11-14

Sandy Hook, CT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have 2 loans ( 1 subsidized & 1 not ) totaling approximately {$50000.00} with Goal but served by AES. The loan started in XX/XX/XXXX with a fixed rate of 6.625 % and 25 year term. For approximately the past 13 years I have been paying a {$300.00} monthly payment calculated and approved by the lender. In XX/XX/XXXX, the lender increased my monthly payment by approximately 40 % to {$500.00}. I was advised that the lender miscalculated the monthly payment. These loans have never been in deferment or forbearance. Additionally, I have been paying primarily interest only on the balance that has barely decreased.
Company Response: Closed with explanation

Timely Response

2018-11-14

Lithonia, GA

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

2018-11-14

Cuevas, MS

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

2018-11-14

Monroe, NC

Written notification about debt

Debt collection: Federal student loan debt

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

Timely Response

2018-11-14

Glendale, CO

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

2018-11-14

Bloomington, MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: Previously my loans were at XXXX. In XX/XX/2017, when I became eligible for the PSLFP, I called XXXX XXXX to understand the requirements of the program. At that time I was told my loans would qualify but I would need to request to move my loans to XXXX in order for them to process my application. I did exactly that and when my loan was transferred, XXXX increased my interest rate. On top of that, my employer ( non-profit ) had many difficulties submitting their portion of my application. After several attempts, we were able to get their information though, only for me to then be denied because my loans didn't meet the repayment plan requirements. I was more than upset at the time since I had gone through the trouble of moving my loans and then experiencing an interest rate increase. Following that, I became separated from my husband and we were working through a mediator on the details of the divorce. I decided to engage family to help me pay off my student loan in full because I was led to believe differently at this time that I would never have my loans forgiven as I would need to choose a new repayment plan and then make 120 payments which would actually be beyond me paying the loan in full. Early this year, just months after I paid the loan off ( XX/XX/XXXX ) legislation was passed to expand the program on a temporary basis. Upset, I called XXXX again and they stated that to be evaluated for the TPSLFP, I would have to have my loan refunded and resubmit again since I currently had no loans with them again. So, they contacted the department of education to refund my loan. I am told I was issued a refund ( still have not received it ) and they restarted my loan PLUS charged me interest for the time the loan was paid off. Now I owe ~ {$270.00} in accrued interest in a loan that didn't exist at the time since it was paid off in FULL already.
Company Response: Closed with monetary relief

Timely Response

2018-11-14

CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: My XXXX XXXX accounts for the school that I attended back in XX/XX/XXXX in the amount of {$2500.00} & {$3500.00} for XXXX XXXX XXXX XXXX, XXXX XXXX, CA ended up being sent to U.S. Department of Education collections department due to supposed DEFAULT. I have all my statements supporting that I have been in good standings with my federal loans. I have talked to XXXX XXXX associates XX/XX/XXXX & XX/XX/XXXX and yet they have not attempted to reach out to U.S Department of Education to inform them that my Lone needs to ben Referred back to XXXX XXXX. I actually have a letter from XXXX XXXX stating that my two loans XX/XX/XXXX have been discharged on the basis of false certification from the school that I attended. I am no longer obligated to make payments on lones. But yet my account was sent to U.S Department of Education even tho my account was in good standings. As far as I know somehow XXXX XXXX staff made a major mistake and they should fix it, my credit has been impacted due to them over looking Important details on my accounts. Staff maid a huge mistake on my XXXX account.
Company Response: Closed with explanation

Timely Response

2018-11-14

Highland Park, CA

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2018-11-14

Seattle, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: 1 ) XXXX XXXX ( current provider ) Complaint 1 : I have been trying to get my loan payments qualified for the service loan forgiveness program past 3 years. I have worked for an XXXX XXXX from XX/XX/XXXX ( since XXXX school graduation ) to currently, and I have made no progress, spending hours of time that I dont have on the phone spending over 20 hours on the phone w different operators. These operators keep giving me different information to resolve issue but when I call back due to denial or just bc I have heard nothing for months, there has been NO change. They have my payslip, employer verification and W. They refuse to approve all of my payments due to transitioning from paid training fellowship physician to practicing attending physicians where the tax id number 's change since I am paid from different pockets of the same academic institution at the University of XXXX. Complaint 2 I have requested payment history from XXXX and XXXX XXXX through XXXXmy loan payment information, and that this information should be obtained by my servicer. XXXX and XXXX XXXX ( ACS XXXX ) - I have requested 3 times for my student loan payment history so that I can prove that I have made payments to qualify for loan forgivenentss. I have requested my payment history through XXXX XXXX ( current servicer ) 2 times and independently by requesting it directly to each of them. I have received no payment history in the mail. As a result I have no proof of payments that I have made since XX/XX/XXXX to 1 ) count toward Loan Forgivement Payment Plan and 2 ) qualify for interest forgiveness program. XXXX : I was disqualified for the interest forgive program because my loans from Direct Loans ( currently ACS ) was changed to XXXX. I was provided no notice in written manner or via telephone. I was working about XXXX hours per week taking care of patients in XXXX. I was contacted by collection agency via phone who informed me that I was delinquent. This is how I found out that XXXX was my new provider. I made several phone calls and there was not a SINGLE person who informed me of the implications of interest on my student loans being capitalized versus forgiven due to this late payment. My interest was therefore NOT forgiven and interest capitalized in addition to the principle because I was FORCED into taking a forebearance. I did not even know that I was disqualified of this program with ballooned interest as a result of this mishap in which there was NO communication or notice given to me that my loan provider had been changed. employment XXXX : XX/XX/XXXX to XX/XX/XXXX - XXXX XXXX XXXX XX/XX/XXXX to present - University of XXXX ( XX/XX/XXXX-XX/XX/XXXX General Medical Education/ XX/XX/XXXX to present XXXX Hospital )
Company Response: Closed with non-monetary relief

Timely Response

2018-11-13

Tunnel Hill, IL

Struggling to repay your loan

Student loan: Federal student loan servicing

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

Timely Response

2018-11-13

Traver, CA

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

Student loan: Federal student loan servicing

Their investigation did not fix an error on your report
Complaint: I have a loan with XXXX. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX and XXXX with no successful resolution. XXXX only reporting me late. There was definitely an error on their part. I was never 30 days late XXXX - XX/XX/2016.
Company Response: Closed with explanation

Timely Response

2018-11-13

White Plains, NY

Attempts to collect debt not owed

Debt collection: Other debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-11-13

Atl, 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 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 non-monetary relief

Timely Response

2018-11-13

MS

Threatened to contact someone or share information improperly

Debt collection: Federal student loan debt

Contacted your employer
Complaint: ON XXXX XXXX, SOMEONE CALLED MY WORK, LEFT A MESSAGE FOR ME TO CALL XXXX XXXX XXXX. THEY MADE IT CLEAR TO MY EMPLOYER THAT THEY WERE A DEBT COLLECTOR. WHEN I CALLED BACK, THIS PERSON WAS NOT THERE, BUT ANOTHER PERSON TALKED TO ME, VERY CONDESCENDING AND RUDE, HE NEVER TOLD ME HIS NAME. HE WANTED ME TO VERIFY PERSONAL INFORMATION, WANTED ME TO GIVE IT TO HIM, I REFUSED. HE SAID THAT I WOULD HAVE TO BE DEALT WITH THE " HARD WAY '' WHEN I ASKED WHAT THAT MEANT, WAS HE THREATENING ME, HE SAID HE WASN'T. I TOLD HIM TO NOT CALL MY WORK AGAIN AND HE SAID THAT HE COULD NOT STOP ANYONE IN HIS COMPANY CALLING ME. I TOLD HIM THAT I KNEW IF I ASKED FOR NO CALLS AT WORK, THE LAW SAYS THEY HAVE TO OBEY. HE AGAIN SAID HE COULD NOT STOP ANYONE. I BELIEVE THE COMPANY IS CALLED NCO, XXXX, Pennsylvania, United States, EVEN THOUGH HE NEVER ACTUALLY SAID SO.
Company Response: Closed with explanation

Timely Response

2018-11-12

Bozeman, MT

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

2018-11-12

Oxnard, CA

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2018-11-12

Chicago, IL

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

2018-11-11

Boise, ID

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Ive applied for the temporary extension public service loan forgiveness ( TEPSLF ). They denied my application because the payments I made 12 months prior to applying was less than what I am currently paying. The problem : my payment is income driven so the amount will always be less than the previous 12 months if I get a raise AND the payment is determined by the same company that has denied me. Its a no win situation and designed to make it nearly impossible to qualify for loan forgiveness.
Company Response: Closed with explanation

Timely Response

2018-11-10

Cleveland, OH

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

2018-11-10

KS

Incorrect information on your report

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

Account information incorrect
Complaint: XXXX XXXX has reported the same account twice on my credit report. XXXX XXXX added the second account with the same account number a year after the account was closed. I have uploaded a copy of my XXXX Report showing the same account listed twice. I have also uploaded the letter I have sent to XXXX XXXX. I have called XXXX XXXX to explain the situation many times since this error was reported. I was only able to reach someone twice by phone. Both times I was spoken to rudely with aggression from XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-09

ME

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I have historically found XXXX to be very unresponsive to any questions i've had about my loan and found their interest rates to be excessively high, so in XXXX of 2018 I refinanced my student loan with another servicer. The balance on my account was paid off, and yet on XX/XX/2018, XXXX continued to autodebit my monthly payment of {$180.00}. My XXXX account currently shows a negative balance of {$180.00} ( yes, {$9.00} more than what my autodebit charge was ). I sent them a message asking how and when they would refund me this negative balance and to confirm that the auto payments would be discontinued. Because my account is paid off, I don't have access to all the normal features on my online account ( for instance, i can't see my payment history to confirm when the balance was paid off and became negative, and I can't access the autopay settings to confirm whether it's still active ). I have messaged them twice and not received any responses other than some automatic email responses with some " FAQs '' ; the auto response didn't even say that someone would respond within 24 hours. It has been almost a week and I have not received any formal human response or confirmation from XXXX. I have spent an inordinate amount of time trying to get in touch with them and find it impossible to get a human response ( I shouldn't have to spend hours on the phone during my work hours trying to fix their mistake ). I just want my money back and to make sure that they never try and access another cent from me.
Company Response: Closed with explanation

Timely Response

2018-11-09

Bellevue, TX

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: I had previously filed a CFPB complaint on American Education Services of XXXX, PA concerning the incorrect report of past-due or delinquent payments on my daughter 's student loan account with them, for which I am the co-signer. The issue in question involved AES 's inappropriate payment application of payments I made from XX/XX/XXXX to XX/XX/XXXX to my daughter 's student loan account when they should have been posted to my co-signer account. At the time I made the payments, I didn't know ( nor was I informed by AES ) that I had a co-signer account number different from my daughter 's number. After my first CFPB complaint, I received a letter of dispute findings from the Office of Consumer Advocacy at Pennsylvania Higher Education Assistance Agency ( PHEAA ) dated XX/XX/XXXX. PHEAA conducts student loan servicing operations through differently named companies, one of which is AES. A copy of this letter fro m PHEAA has been uploaded. PHEAA, in their XX/XX/XXXX letter to me, seemed to indicate to me that AES had corrected the application of the payments I had questioned and actually indicated that my account was now in a paid-ahead status until XX/XX/XXXX. PHEAA also noted that AES had submitted updated information to the consumer reporting agencies to which the negative information had previously been reported. That was great news as it was exactly what I hoped to hear. Nonetheless, in a different letter dated XX/XX/XXXX, AES informed me that they had researched the relevant account history and documentation of my credit dispute and concluded that the negative information they reported was accurate. This XX/XX/XXXX AES letter totally contradicted the prior XX/XX/XXXX letter from PHEAA. A copy of AES 's XX/XX/XXXX letter has also been uploaded. My problem with all this is that I am currently attempting to obtain a mortgage loan on a new house that is under construction. The derogatory remarks made by AES on my credit have lowered my score just enough to put me at a level that increases my quoted interest rate by as much as 50 basis point. Please help!!!!!
Company Response: Closed with explanation

Timely Response