AES-PHEAA

2018-11-09

Canton, MS

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

2018-11-09

Glendale, 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

2018-11-09

Saint Louis, MO

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

2018-11-09

Washington, DC

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: I made a payment with AES in early XX/XX/XXXX. I asked that a scheduled payment be cancelled. The customer service representative agreed. The payment was not cancelled. Today when I called to ask about the cancelled payment, I was told that my money would be returned in 7 to 14 days. After 14 days, I checked and discovered that my refund has not been processed. On this call, I was told that ( 1 ) the refund request was being reviewed, ( 2 ) the review process can take 10 days and ( 3 ) if the review results in a refund, it will take 30 days for that refund to be issued. I was concerned because none of this information was shared in my previous call. I asked the customer service if the process for refunds was listed online because I would like to review it. The representative checked and said that the process was not online. She asked if I wanted to see if the policy could be sent to me. I said yes. The company agreed to send me a special letter outlining their process. The process for this company should be ( 1 ) clear and ( 2 ) easy for the customer to find.
Company Response: Closed with explanation

Timely Response

2018-11-09

Arlington, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with non-monetary relief

Timely Response

2018-11-08

Jacksonville, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with non-monetary relief

Timely Response

2018-11-08

Gold River, CA

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

2018-11-08

Glendale, CO

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: XX/XX/2018 : Applied for recertification of my Income Driven Repayment plan, supporting documents were attached demonstrating that I had made substantially less this year than the previous year. The monthly payments were {$1800.00}. I had made all of them in full, on time. XX/XX/2018 : Received notification that my IDR request was placed on hold. XX/XX/2018 : New monthly REPAYE is recalculated : {$3000.00} due XX/XX/2018. I called XXXX and asked them why the monthly payment was so much higher if I was making less money. They told me to resubmit the entire application with more documentation and ask for a Recalculation of the IDR. XXXX places my account into Forbearance even though I specifically told them not to and all payments had been made in full and on time. XX/XX/2018 : I resubmit the application with additional documentation of my income ( letters from employers ). I also fully pay off one of my highest interest rate loans in hopes of lowering the monthly payment. XX/XX/2018 : They confirm receipt of my application. XX/XX/2018 : I discover that they had placed a forbearance ( though no payments were ever late and they were told not to ). They remove the forbearance. XX/XX/2018 : I make the monthly payment that is due in full : {$1700.00} XX/XX/2018 : Letter received that I do not qualify for IDR and XXXX denies my request for recalculation. XX/XX/2018 : Letter received that my new IDR after recalculation is {$2800.00}, due XX/XX/2018. I call XXXX to ask how this amount was calculated. I am told by XXXX staff that it appeared that no one had reviewed the documentation I had sent with either application. She stated that they had just used my tax return from the previous year for the new recalculation. She resubmits my request for a recalculation with notation to review my new lower income. XX/XX/2018 : I called XXXX to ask them what the status of my application request was as the payment of {$2800.00} was due that day. I spoke with 3 different people. The first person told me to just ask for a forbearance. The second person told me it was my fault that the the monthly payment was calculated incorrectly because I had supplied documentation and an explanation of my income. He stated this was confusing for them, even though they had requested it. I asked to speak with his supervisor. I asked the supervisor if he could easily calculate my income based on the documents that had been sent. He was able to do this and agreed that I had demonstrated my income was lower this year than last year. I asked him what I should do next if it was recalculated wrong again- he said there was nothing I could do. I made the payment that is due in full : {$2800.00}. XX/XX/2018 : I receive an email notifying me that my new monthly payment will be {$4100.00}. Despite making less money and supplying them with adequate documentation of this, my monthly payments went from {$1800.00} to {$4100.00} with no explanation or recourse.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-08

Smyrna, SC

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I currently owe over {$130000.00} in student loan debt, {$44000.00} of this debt is serviced by AES. I am currently 71 days past due with my loans with AES. I have called multiple times monthly asking for repayment options that will lower my current {$400.00} payment. One person told me that I was eligible for a reduced repayment plan for one of my loan packets, that would allow me to pay a lower payment for 1 year. I paid the {$50.00} payment to get that started, but was later told I did not qualify for it. Ive begged and pleaded with AES for options as I want to pay my loans, but I cant afford the monthly payment. I have three other loans companies to pay monthly. Ive written letters to AES for them to forward to the banks, but I was told that my request for longer loan terms was denied. This is depressing, as I feel I have no way out of this debt. Each time I call Im given the run around. I just paid a payment and it looks like it only took 20 days off, oppose to a full month. This is ridiculous
Company Response: Closed with explanation

Timely Response

2018-11-08

S Charleston, WV

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-11-08

Kenmore, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: In XXXX of 2018, the my Direct Stafford loans were transferred to XXXX XXXX because I submitted an employment certification for the Public Service Loan Forgiveness Program. I was informed that once my loans were transferred, it could take up to ninety days for XXXX XXXX to certify the number of qualifying payments I had made towards Public Service Loan Forgiveness. I did not hear anything within ninety days, and emailed XXXX XXXX in early XXXX asking for an update. After approximately three and a half weeks, I had not received a reply to my email, beyond a notification that it had been received, and so called XXXX XXXX. I was told in my conversation with a representative of XXXX XXXX that certain information required to certify my number of qualifying payments had not been received from my priorservicers. The representative was unable to tell me exactly what information had not been received, whether only some or all of the required information was missing, or provide me with any time frame for when this issue would be resolved. I need to understand XXXX XXXX 's position on the number of qualifying payments I have made towards Public Service Loan Forgiveness as soon as possible, so that I can address any problems XXXX identifies or any mistakes that XXXX makes in its calculations. XXXX XXXX is the Department of Education 's worst performing loan servicer, see https : //studentaid.ed.gov/XXXX # XXXX. It has not proven in the past that it is capable of effectively administering the Public Service Loan Forgiveness program. Experiences like mine -- where XXXX can not in a timely fashion provide basic information about the number of qualifying payments I have made, and therefore my eligibility for the program it is in charge of administering -- only serve to further undermine confidence in its abilities.
Company Response: Closed with explanation

Timely Response

2018-11-08

Ames, IA

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

2018-11-08

Hamburg, MN

Dealing with your lender or servicer

Student loan: Private student loan

Need information about your loan balance or loan terms
Complaint: I am trying to refi my current loan that is with American Education Services. About 5 years back, AES transferred my account to a new account and in doing so my name dropped of the loan account. I was the primary loan holder and my father was the cosigner. I have been paying this loan for the entire time. Now that I am trying to refi the loan, I am being told my name needs to on the loan. I call AES and tell them this needs to be fixed and they tell me they can not give me any info regarding my account. They say my SSN is correct but I am not giving them the correct birthdate. I give them my father 's birthdate and that is not correct either. They asked me to fax in my driver 's license which I did on XX/XX/18 and explained that they need to fix this ASAP as this is their system error and my refi paperwork is on hold. I just called them today and they say they still have not received my fax and will not help me. This is ridiculous customer service. All of these system errors are because of them, not me. How do I even know this is my loan?
Company Response: Closed with explanation

Timely Response

2018-11-07

Eagle Mountain, UT

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

2018-11-07

Fresno, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-11-07

Washington, DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: XXXX has claimed on two separate occasions that their turn around for loan verification is 3-7 business days. After 4 calls and now a month of waiting, I still have not received my loan verification form for my employer. I need it because my employer, as part of my employment, pays for part of my monthly payments. They only pay for the months going forward after the paperwork is finished, therefore I am paying out of pocket for loan payments that my employer would have picked up had the paperwork been returned on a normal schedule.
Company Response: Closed with explanation

Timely Response

2018-11-07

CT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have graduate loans serviced through XXXX that I took during the XXXX school year. I began repaying them shortly after graduation and deferred payments for one year after going through a divorce. At the time I set up my repayment plan, I made it very clear that I was employed as a XXXX XXXX XXXX and planned on applying for PSLF. " Standard '' repayment was listed as a qualifying option. They enrolled me in that plan and I paid ( and continue to pay ) {$400.00} per month toward that plan. I got nervous at one point after hearing horror stories from colleagues that they had been paying into the wrong plan - so I called to confirm my eligibility. In XXXX of XXXX, I called to confirm that since I was in a " standard '' repayment plan that I was eligible. I confirmed my employer, and my payment type and was assured that was making eligible payments. It was not until XXXX of XXXX, after having my employer certified that I was notified that I was, in fact, NOT enrolled in an eligible plan. AND that in order to be, I'd need to pay a minimum of an additional $ 200+ per month and start over. That is not financially possible for my family, nor is it acceptable that if I DID enroll in this plan, I would pay off my loan myself and have nothing left to forgive. This has a tremendous impact on my family. I'm employed as a XXXX XXXX XXXX, so I'm not sure how they are calculating the Pay As You Earn, but they clearly do not have any idea what XXXX XXXX XXXX make. Additionally, I sent numerous messages back and forth with customer service reps through their inbox feature, and now those messages are no longer on my account ( that function longer exists ). I'm obviously livid and worried that I will be responsible to what equates to roughly {$25000.00} that I planned to have forgiven.
Company Response: Closed with explanation

Timely Response

2018-11-07

Prescott, AZ

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

2018-11-07

Centerville, 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
Company Response: Closed with explanation

Timely Response

2018-11-07

ME

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: XX/XX/2018 was told that idr plan would better match the amount needed to match the interest accruing. Due to maternity leave my income had drastically cut my payment on paye, and I wanted the payment requested to match amount paid for tax purposes. I switched plans and requested not to have a forbearance, and to pay as scheduled. XXXX came and no payment was billed or taken out. I called repeatedly to get this fixed so I could pay. I was told that i couldn't pay unless they took the forbearance off ( which I never asked for, and requested against ). They took it off so I could pay, compounding my interest without my awareness. In XXXX I noticed, and called often, trying to determine why this even occured. I was told in XXXX they could take the forbearance off, which would get rid of the fee. They took the forbearance off, leaving the fee. I called for 2 months waiting for this to be fixed, and was told that they would not be refunding my account although I never asked for the forbearance to begin with.
Company Response: Closed with explanation

Timely Response

2018-11-07

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

2018-11-07

Avon, IN

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

2018-11-07

Sylvester, GA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I applied for the income based plan in XX/XX/2018. My application is still pending. I have spoken with over 10 different people whom are telling me something different each time I call. I have followed all the instructions given to me yet my application is still not approved. They told me to make a payment for at least {$5.00} in XX/XX/2018 and after then I should be fine. Well now I have a payment due for over {$500.00} which I can not afford. Now they are trying to offer me another courtesy forbearance stated by XXXX. I told her why should I have to keep adding more money to my account along with more interest and make things worser on me in the long run. These people play a lot of games and this just makes me sad or regret I ever went to school. I was told that this was my fault for filling out my application incorrectly. Something needs to happen but im not going to stop until someone hears my voice! Im reporting to everyone who will listen even if I have to contact a lawyer, mayor etc.
Company Response: Closed with explanation

Timely Response

2018-11-06

Carbon, IN

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

2018-11-06

New Britain, CT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: My complaint is regarding the Public Sevice Loan Forgiveness program servicer, Fed Loan Servicing at XXXX ( PENNSYLVANIA HIGHER EDUCATION ASSISTANCE AGENCY ). I have been attempting to go through the PSLF process since XX/XX/2017 after making 10 years of on-time payments while employed with a qualifying employer. Because of the whole " qualifying payments '' misinformation, I was directed to the Temporary Expanded PSLF. I was also denied for this process, again, because I was given bad information by XXXX XXXX XXXX. The entire PSLF process is just a rouse. They make the process purposefully cumbersome and purposefully provide bad information so that they can perpetually deny the applications they receive. It was easier for me to purchase my $ XXXX house than get through the PSLF process. This program never should have been given to a private servicing firm outside of the DOE, and of course, now that XXXX XXXX is in charge of it, nothing moves forward to help student borrowers.
Company Response: Closed with explanation

Timely Response