AES-PHEAA

2018-11-01

Chicago, IL

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

Student loan: Federal student loan servicing

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with non-monetary relief

Timely Response

2018-11-01

Birch Run, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have applied for the Public Service Loan Forgiveness program with regard to my student loan. In XX/XX/XXXX I called to check on the status. They said that I was paid ahead and that I was not eligible. They did fix this. They then proceeded to tell me that within 90 days, I would be able to see the status of my qualifying payments that are applied to the PSLF program ( to have your loan forgiven there are stipulations, along with 120 payments ). After 80 days I called, they told me it hadn't been 90. After over 100 days I called, they still didn't have the information, I called again recently and they still didn't have the information. Its been over 200 days since the initial inquiry. Before XXXX took the loan over from XXXX, I had applied for PSLF ... all in all, its probably been over a year since anything has been reported to me. Recently I sent in my recertification of employment, however, this is not required to be done ... just a good idea. In the end, I would like to know how many of my loan payments have qualified me since I have been making payments for almost 10 years now. I don't suspect I have made 120 qualifying payments quite yet, however, I know its far greater than 0, as it indicates.
Company Response: Closed with explanation

Timely Response

2018-11-01

Detroit, MI

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: On XX/XX/XXXX I disputed the inaccurate date of deliquency with XXXX and this company responded on XX/XX/XXXX with no correction of the information provided to the credit bureau. I have emails stating the first date of deliquency for loans sequence XXXX,XXXX,XXXX,XXXX was XX/XX/XXXX and XX/XX/XXXX prior to me filing a Chapter XXXX bankruptcy in which these loans were included. I spoke to the company and they stated they sent a request to the owner of the loans and hadn't received a response however AES still reported inaccurate information to XXXX that is negatively and inaccurately reporting on my credit report. AES also sent me information on XX/XX/XXXX showing the current loan status for each loan and it states " claim paid '' but this is not what is showing on my credit report as of date. These loans are beyond the 7 year reporting period, no payments have ever been made by me for any loan. I dont have a contract with AES and never have held a contract with them regarding these loans. My credit report payment history legend is incomplete and missing payment data.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-01

Arco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: My complaint is against XXXX XXXX. I have been provided repeated false information regarding the terms of my loan. I have attempted to hold their supervisors and customer services representatives accountable to stand by the information they are providing me as being factual and on four separate occasions I have been told conflicting and false information. I have perused the matter with the the XXXX XXXX ombudsmen to only be offered an apology. I have contacted the Department of Education and have a case pending. I need to take legal action to hold them accountable to the information they provide me as it involves years of repayment terms and tens of thousands of dollars. I have a paper trail, employee ID 's and records of all conversation in which I was given false information, and told I would receive documentation on company letter head describing the facts they were providing me. It never happened. It is completely unacceptable and I need to hold them accountable to the information I was provided.
Company Response: Closed with explanation

Timely Response

2018-11-01

La Pine, OR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I am enrolled on the route to public service loan forgiveness through XXXX XXXX XXXX. When I initially enrolled I had 63 payments counted from my 5 years of employment for 2 separate XXXX. I am absolutely certain my employers qualified as I was a XXXX XXXX employee. I am also absolutely certain my payments were under PSLF qualifying repayments using income based repayment. I was placed under " audit '' around XX/XX/2017to verify my payments. I have called numerous times over the past year and they keep telling me that the audit takes more time and they have no further information. This is unreasonable service to take so long to simply count my payments and not provide any further guidance.
Company Response: Closed with explanation

Timely Response

2018-11-01

Tonto Basin, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: The company continues to take actions on my account that make my payments ineligible to count towards PSLF. In the Spring of XX/XX/XXXXI called because despite my IDR plan application being processed and being given an amount to pay each month they had me owing XXXX dollars more than what I qualified for. I called several times each time being told they didn't have answers for me. My account was overdue for 5 months until I filed a report with CFPB. Most recently, in XX/XX/XXXX I called to have paid ahead status permanently removed from my account. In XX/XX/XXXX they put my account in paid ahead status 3 times each time I had to call and have it removed and that monthly payment didn't qualify towards the PSLF because of it. Again, in XX/XX/XXXX they have placed my account in paid ahead status and my payments have not counted towards PSLF. I have called several times this year to have the paid ahead status permanently removed to be told it has been removed and then each month it still showing up on my account.
Company Response: Closed with explanation

Timely Response

2018-10-31

Mount Pleasant, FL

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 monetary relief

Timely Response

2018-10-31

Plattekill, NY

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

2018-10-31

Tarzana, CA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: My student loan is from a private lender called AES ( American Education Services ). I believe this company is operating fraudulently! If you search online you will find numerous complaints similar to mine. Because they are a private lender they claim they can do what they want. Heres the issue : I have an excellent credit score and make timely payments every month. In the past I was making extra payments. I occasionally get a letter from AES that says there are new terms to my loan repayment. Each time that letter is a recalculation of my balance and it keeps getting higher! It is impossible to ever pay off the loan because once you get close they recalculate and increase the total again. Ive been paying on this $ XXXX loan since XX/XX/2007 and have gotten these letters numerous times. Yesterday I received one and it shows that although I had the principal paid down to $ XXXX, they have recalculated and are adding fees and I now owe almost $ XXXX! This is fraud. I truly believe they are operating dishonestly and illegally. Im a hard working individual who pays every month and even was making extra payments on my loan. Im not asking to get my education for free or to not have to pay back my debt. Im happy to pay back my debt and interest however what this company is doing is wrong. This is something that needs to be stopped! Help!
Company Response: Closed with explanation

Timely Response

2018-10-31

Palos Park, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: On XX/XX/2018, I received an email from XXXX XXXX borrower ( who has been servicing my student loan for years ) that my loan had been transferred to XXXX XXXX. On XX/XX/XXXX I logged into XXXX XXXX for the first time to find that my XXXX Grant was converted to a loan. I also saw that XXXX account was past due and made a payment of XXXX but couldn't understand why it was so far past due. They called me to say that my loan was past due 80 days but I made a payment on XX/XX/XXXX to XXXX XXXX in the amount of XXXX. I then asked to speak with a representative from XXXX Grant department. I was told that they sent me an email to notify me that I should check my message box. I never received any email telling me to do that. They claim that they were sending it to my current email but I think if they really sent it and I never saw it they could have been sending it to my University address which I no longer have access. When the person on the phone checked to see what email address they had been sending it to, she said they would have sent it to the email on file but she never said that they actually sent it to my personal email. When I got anything to check my messages, I checked the messages of my XXXX XXXX who was servicing my loan at the time. But again, I never received any such emails form XXXX. I was then told that I was sent ONE mail notification and no phone calls. I never received that one piece of mail and they have not proof that I did receive it other than they sent it but that doesn't mean the mail was placed in my mailbox. I was told that the only way that they could reverse changing my loan back into a grant was if there was an error. There was an error and I can't see why they can't reverse it. In addition, I am still a XXXX XXXX and am now serving as an XXXX which is equivalent to a XXXX XXXX. This grant was proposed as an option to entice people to work in XXXX XXXX XXXX in XXXX XXXX. Now, I have to pay an additional XXXX a month for a problem with paperwork when I am fulfilling my requirements as a public servant. In addition, your website says " If you do not complete your XXXX service agreement, the amounts of the XXXX Grants you received will be converted to a Direct Unsubsidized Loan that you must repay with interest charges from the date of each XXXX Grant disbursement. '' I am completing my XXXX service agreement. It does not say if you do not receive or complete the certification process annually by a certain date you will have to repay with interest.
Company Response: Closed with explanation

Timely Response

2018-10-31

Mc Farland, WI

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-10-30

Portsmouth, VA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-10-30

N Hollywood, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with non-monetary relief

Timely Response

2018-10-29

Arco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: On XX/XX/18 I realized that I never received an email for my XX/XX/18 billing statement due XX/XX/18. I emailed XXXX XXXX and let them know that I did not receive my bill. They suggested that it may have gone to spam, which is weird because it never had in the few years I have been paying back my loan. It was not in spam. The next month, I again did not receive my billing statement via email ( the missing XX/XX/18 bill was noticed as missing XX/XX/18 ). I again emailed XXXX XXXX, who again suggested that it was probably in spam ( it was not ). I asked for a copy of the server log to prove that the emails from the last two months went out, and they refused to provide this information. I do not believe that they ever sent the billing statement to my email.
Company Response: Closed with explanation

Timely Response

2018-10-29

Quartzsite, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I recently thought I wanted to consolidate my loans. On the same day I submitted the request I called to inquire about a step in the process, at which time I was informed it would NOT be in my best interest. I spoke with two people that day, both of which said the request wouldn't go through if I stopped at this point. One even said that if it does go through, just call and they will reverse it. Well the request went through and when I called they said they will not reverse the consolidation. The woman I spoke with just kept saying, " heh sorry about the miscommunication ''. Now I have a loan repayment not in my best interest and lost a year of my public service forgiveness. To make it worse the interest rate is higher than other companies that offer consolidation.
Company Response: Closed with explanation

Timely Response

2018-10-29

Atlanta, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My student loan servicer is XXXX XXXX. My recent payments over and above my monthly amount due have been applied to all my loans despite my repeated requests that they be applied to the loans with the highest interest rate. I have attempted to reach out several times but do not get a reply. They also do not apply my payment to the loans with the highest interest rates. I want all my payments above and beyond my required monthly payment applied to me highest interest balances.
Company Response: Closed with explanation

Timely Response

2018-10-29

Montevallo, AL

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

2018-10-29

San Diego, CA

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: ada.gov Americans with Disabilities Act Discrimination Complaint Form Please retain and refer to the following reference number for any correspondence concerning this complaint : XXXX Message by You : Describe the acts of discrimination * : AES supervisor XXXX XXXX says that they do not have to follow federal XXXX laws because " XXXX does not follow federal laws because it is a private loan ''. XXXX XXXX XXXX refused to escalate this issue to the new CEO. I told him that I am reporting him on this website. I wish to press charges., Thursday, XX/XX/2018, XXXX XXXX Describe the acts of discrimination * : AES supervisor XXXX XXXX says that they do not have to follow federal XXXX laws because " XXXX does not follow federal laws because it is a private loan ''. XXXX XXXX XXXX refused to escalate this issue to the new CEO. I told him that I am reporting him on this website. I wish to press charges. XX/XX/XXXX, XXXX XXXX Message by You : The acts of discrimination are that AES and XXXX to not follow federal XXXX LAWS! That is why I reported you to the ADA. Next Mr. XXXX, you told me and my mother that this loan would default and go back to XXXX after 120 days. AES is still ROBODIALING my mother which is also illegal according to my attorney. Did you lie to my mother?, Tuesday, XX/XX/2018, XXXX XXXX The acts of discrimination are that AES and XXXX to not follow federal XXXX LAWS! That is why I reported you to the ADA. Next Mr. XXXX, you told me and my mother that this loan would default and go back to XXXX after 120 days. AES is still ROBODIALING my mother which is also illegal according to my attorney. Did you lie to my mother? AMERICAN EDUCATION SERVICES Account Name XXXX
Company Response: Closed with explanation

Timely Response

2018-10-29

MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I submitted my forgiveness application for PSLF to XXXX on XX/XX/XXXX. I received a denial on XX/XX/XXXX. XXXX had previously certified that I had 108 qualifying payments certified through XX/XX/XXXX. On my loan detail before I submitted my forgiveness application, my anticipated eligibility date was XX/XX/XXXX. Along with my forgiveness application, I submitted PSLF employer certification through XX/XX/XXXX, which would have brought my total number of qualifying payments to 121 total. I received a denial of PSLF forgiveness on XX/XX/XXXX. Although XXXX determined that my employment was qualifying and my payment plan was qualifying, they gave me credit for only 8 additional qualifying payments. My loan detail now shows 116 qualifying payments through the period of XX/XX/XXXX. XXXX offered no explanation of why my 4 or 5 other payments made between XX/XX/XXXX and XX/XX/XXXX failed to qualify. I was employed throughout the period by the same employer, working full time, and enrolled in autopay for my loan payments. I have now spoken to two XXXX supervisors who told me they can identify no basis for me being denied credit for all 13 payments I made between XX/XX/XXXX and XX/XX/XXXX. They have allegedly requested expedited processing from the PSLF reviewers but have told me there is nothing that can be done until the reviewers act. Last year XXXX failed to act on my employer certification to give me credit for the 108 qualifying payments until I filed a CFPB complaint.
Company Response: Closed with non-monetary relief

Timely Response

2018-10-29

Washington, DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Every year when I re-certify my XXXX XXXX for PSLF with XXXX XXXX, they get the payment count wrong. This year was the same. On XX/XX/XXXX my PSLF XXXX XXXX was re-certified, and they told me I have 60 qualifying payments for one group of loans, and 59 for another. These loans are consolidated and should both show 60 qualifying payments. It is under review, but they can not provide a time frame for when I can expect the number to be corrected. It should not take so much effort on the part of the borrower to keep tabs on XXXX XXXX to do their job correctly and provide correct payment counts. Since they became my servicer several years ago I have spent many hours on the phone with them, emailing them, and carefully documenting everything to keep everything on track. The poor quality of their service is unacceptable.
Company Response: Closed with explanation

Timely Response

2018-10-29

Wrentham, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have spent over a year attempting to certify employment for PSLF. After submitting the form three times, and having my employer send a letter to XXXX, they continue to claim that my form is not complete and they can not certify my employment. I have contacted XXXX dozens of times in an attempt to resolve the problem, yet have not received appropriate assistance or a solution to my problem. It is unacceptable for a simple 2 page form to consume hours worth of my time because of a servicer 's inability to comply with student loan policies and procedures.
Company Response: Closed with explanation

Timely Response

2018-10-28

Charlotte, NC

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-10-28

Queens, NY

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I filed a complaint about this company XXXX and nothing was done about it. Their actions, fraudulant or not are the reasons why many students are in debt and unable to repay their loans because they do not provide solutions. I'm currently struggling to pay rent and other utilities while this company despite the number of complaints persists. It is amazing how this company is allowed to service federal loans and not offering solutions to resolve issues. I believe this loan taken out by my daughter, not me as I am a XXXX is a total sham maniupulated by XXXX College out in XXXX XXXX added to which my daughter left the school for health related issues long before her sophmore year began. These people do not cooperate and are not helpful in anyway or manner. They do not provide hard copy evidence or proof of the loan or supply you with physical hard copy mailings because they don't want to spend the money and purposely withhold information so they can keep the interest rates high to the point you'd have to starve yourself so they can get richer. It is a complete disgrace that they are allowed to service people who can not afford their unreasonable demands and have damaged my credit score because of it. I will not tolerate this any longer and I will file a second complaint.
Company Response: Closed with explanation

Timely Response

2018-10-28

Crossings, FL

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

2018-10-28

Brooklyn, NY

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