Date Received: 2021-05-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: One of my loans serviced by AES was paid off in XXXX XXXX. It was reported paid off to both credit bureaus and to the federal student loan database as paid off at that time.As of XX/XX/XXXX, I no longer had any balances on any loans serviced by AES. The app and the website for my account indicated all my balances were XXXX. Three months later in XX/XX/XXXX, AES resent a loan payoff letter indicated XXXX loans were paid off but now there was an XXXX balance on the loan paid off in XXXX. The balance was not available to me and I was not made aware of it. I do not believe it is an accurate balance. Customer service told me 1 ) that it was my error that I paid ahead and cause it to drop off their system so they didnt tell me it had a balance 2 ) I was told that there had recently been some rearranging of past payments on my account so that AES could make the balance have a bill. All of my payments in recent years have been targeted and should not have had any rearranging. This balance didnt exist on my account for over 2 years and now that I completely paid off my loans, AES came up with a balance.
Company Response:
State: PA
Zip: 19134
Submitted Via: Web
Date Sent: 2021-05-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: I paid this guy from XXXX XXXX To clear up debt, your promise that I only be charged for the download of the credit report, one monthly payment Of XXXX, but yet there's no credit change in my credit report
Company Response:
State: TX
Zip: 77042
Submitted Via: Web
Date Sent: 2021-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hi. This complaint is partially directed at the CFPB. CFPB previous closed a complaint against FedLoan and failed to verify that the file provided to CFPB by FedLoan, which you posted as adequate evidence, was even a valid file. It is not. No application will open it. You could not possibly have completed an evaluation based on a corrupt file with no content.
Company Response:
State: MI
Zip: 49546
Submitted Via: Web
Date Sent: 2021-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: AES response to my dispute : " Initially, AES was authorized to apply a period of National Disaster Forbearance to your FFEL Stafford Loan from XX/XX/XXXX through XX/XX/XXXX. Following the forbearance period, monthly installments of {$59.00} resumed on XX/XX/XXXX, XXXX " -I 've been receiving bill statements since XX/XX/XXXX through XX/XX/XXXX ; therefore, there was no forbearance placed on this account during " XXXX '' as AES claims. I have documentations proving this ; they will be submitted. Government laws regarding this type of loan and how AES did not abide by it : " Today, the U.S. Department of Education ( Department ) announced an expansion of the pauseon federal student loan interest and collections to all defaulted loans in the Federal Family Education Loan ( FFEL ) Program. This action will help more than one million additional borrowers burdened by debt during the XXXX19 emergency. Today, the Department is announcing that it will expand the 0 % interest rate and pause of collections activity to XXXX XXXX borrowers who defaulted on a privately-held FFEL Program loan. This action will protect more than XXXX borrowers who were at risk of having their federal tax refunds seized to repay a defaulted loan. This relief will be made retroactive to XX/XX/XXXX, the start of the COVID-19 national emergency. The Department will work to automatically return any tax refunds seized or wages garnished over the past year. Borrowers who made voluntary payments on any of these loans during the past year will have the option to request a refund of those amounts. The Department will also work with the guaranty agencies, who hold these defaulted FFEL Program loans, to implement the 0 % interest rate for these borrowers. In addition, any of these loans that went into default since XX/XX/XXXX, will be returned to good standing. The guaranty agencies that hold those loans will assign them to the Department and request that the credit bureaus remove the record of default. This action builds upon steps already taken by the Biden-XXXX Administration to help federal student loan borrowers. Those steps include pausing student loan interest, repayment, and collections activity for tens of millions of borrowers with loans held by the Department through XXXX XXXX, XXXX. '' https : //www.ed.gov/news/press-releases/department-education-announces-expansion-covid-19-emergency-flexibilities-additional-federal-student-loans-default AES response : However, EFS recently authorized AES to apply a Disaster Forbearance to the loan from XX/XX/XXXX through XX/XX/XXXX. This adjustment was completed on XX/XX/XXXX. -WHO IS XXXX? WHAT DOES THAT STAND FOR? WHY WAS THIS JUST APPLIED ON XX/XX/XXXX WHEN IT WAS SUPPOSE TO GO INTO EFFECT ON XX/XX/XXXX???
Company Response:
State: CT
Zip: 06514
Submitted Via: Web
Date Sent: 2021-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I keep getting misinformation in regards to my employment certification form for the public loan forgiveness program. I've been told multiple incorrect things and they never update my qualifying payments section when they say they will. This is beyond frustrating and totally unfair to borrowers that can not choose their own servicer and who are counting on loan forgiveness.
Company Response:
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am writing to request your assistance in regards to FedLoan Servicing 's ( FedLoan ) and the Department of Education 's marked and unacceptable delay in processing my Public Service Loan Forgiveness ( PSLF ) application. I had made 120 PSLF qualifying payments by XX/XX/XXXX. I therefore submitted my first Application for Forgiveness ( PSLF ) to XXXX on XX/XX/XXXX. On XX/XX/XXXX, my payment counts were updated on the FedLoan website to reflect the 120 PSLF qualifying payments, and I was told by telephone by a FedLoan representative that my loans were then being forwarded to the Department of Education for final approval for forgiveness. On XX/XX/XXXX, I received a forgiveness denial letter on the FedLoan website which stated as the reasoning, MISSING INFORMATION : Your employer certified the dates of employment that were entered in Section 3 of the application. However, the employment end date is before the employment begin date. This statement did not correlate with logic, as my employment begin date ( at my current employer, XXXX XXXX XXXX XXXX XXXX XXXX was correctly listed as XX/XX/XXXX, and the checkbox for Still employed was correctly checked. I contacted both FedLoan Customer Service as well as the Ombudsman. I was told that this denial was an automatically generated message due to the fact that my forgiveness application had been in duplicate XXXX both faxed and uploaded ), and that my forgiveness was not denied and rather was still being reviewed and to continue waiting. The XX/XX/XXXX letter was the last written correspondence from FedLoans until XX/XX/XXXX, at which time a Qualifying Payment Update was posted to my account, showing 121 PSLF qualifying payments and again stating eligibility for forgiveness, though still no statement on forgiveness application status nor notification of forgiveness. Contacting FedLoans by phone has resulted in no specific status update aside from in process or dropped phone calls. Yesterday ( XX/XX/XXXX ), I contacted the Office of Consumer Advocacy at the Pennsylvania Higher Education Assistance Agency ( PHEAA ) to enquire about my application, since it has been greater than 90 days since my application for PSLF forgiveness. I did receive a very timely reply today that they verified my application is being reviewed -- however, based on their email, despite that it has been over 3 months since my application for forgiveness, my application has not yet been forwarded from FedLoans to the Department of Education for final review and approval. They also stated that it may be an additional up to 6 months once forwarded before approval is granted, and that they could not specify a timeframe for any of the above. To summarize, I have worked full-time for a nonprofit organization and made >120 payments ( 120 as of XXXX, which was over three months ago ) and have only had two employers during this timeframe ; I have submitted ECF forms regularly throughout this time to keep on top of my status toward PSLF and have followed all program rules and guidelines carefully. It has now already been over 3 months since my application, and it sounds like there is an undetermined amount of time still before my application will be forwarded to the Department of Education, then once there, it could still take up to 6 more months. Throughout this time, I must continue to work for the same employer to be able to receive forgiveness. I am unfortunately currently in a stressful work situation with discriminatory practices and concerns. I have fear of raising these concerns due to needing job security for this program. This time delay is taking a significant toll on my mental, and thus even downstream physical ( due to loss of sleep, fatigue ), health. I would like to at least change my job to another nonprofit organization, however I do not know if even that move would cause a problem with the PSLF forgiveness process, or if it would then have to start all over again. So, I am effectively stuck in my current position, with significant downstream effects on my well being, which also affects my family. I am asking for your assistance. Any help you can provide to expedite my PSLF forgiveness application being forwarded to the Dept of Education for final review, and a final determination of forgiveness after this already >3 month wait, would be very much appreciated. Thank you so much for your time and consideration.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I scheduled a payment on XX/XX/2021 on the AES Online Portal. It is now XX/XX/2021 and it still is displayed in the account as not in process. I called AES a few times during the day on XX/XX/2021 and each employee provided reasoning that it could take up to 2 business days to process the payment. This is concerning because they are intentionally prolonging the processing in order to report my delinquency to the Credit Bureaus, with which I have a problem. I'm sending this entire report to XXXX and XXXX as well so AES can be investigated by them. This company is the worst company anyone on the face of the Earth has to deal with, even ex-employees have reached out and said the company is XXXX up. I think there should be an appointed Investigator to impose fines against the company for mishandling accounts, which the company has been sued for multiple times. I read those employee reviews and laugh. It's amazing how the company is still around. I also think the company should XXXX every employee 's XXXX by 15 % just to shed the morale in keeping Customer Service a priority. These people who answer the phones are unskilled, un-knowledgeable, uncaring, and show up to get paid and that's it. They fail to exhibit any people skills of any kind when customers voice their frustrations. AES has been caught red handed multiple times doing this with scheduled payments.
Company Response:
State: PA
Zip: 17522
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am in the public service student loan forgiveness program for more than a decade. According to MyFedLoan, my servicer, thirty-one of my payments do not count. I am trying to be specific with the numbers, but it is difficult since MyFedLoan seems to have a chronic problem getting back to me with updates. They stopped counting more than a year ago for unknown reasons. I have been submitting paperwork since asking for an update via forms as instructed, with usually no response. I might wait weeks or months and call, only to find out that they dismissed the letter and neglected to inform me. The reason for the dismissal is always an excuse as to why my paperwork did not count. The reasons the paperwork I submitted does not count have included : there is a visible staple hole in one of the papers and there was a paperclip submitted. The last time I called, XX/XX/XXXX, the person on the phone told me that my paperwork was not accepted because there was no signature. When she looked at it, she confirmed that there was, indeed, a signature on the paper. As a result of this and other conduct that is obviously shady, I can only assume that I am being treated unfairly and possibly unlawfully. The reasons that many of my more than thirty payments supposedly dont count rests on the premise that I was paying my last student loan company for fun, as there was an administrative forbearance and my payments didnt count. When asked for information about this, they claim to have none. While it may be true they have no further information from the previous company, surely it seems unlikely that someone would make payments for no reason at all. If there is no more information to be had, why presume the most unlikely scenario? Other payments are said to have been made too late. I know that, as an educator that made considerably less money during the summers and winters, I would frequently pay ahead. For instance, in XXXX I would pay for XXXX, XXXX, and XXXX as well as XXXX. I believe that it is very likely that many of these forward payments are being counted dishonestly in such a way as to make a claim that I am behind, instead of ahead, so that each payment is offset in a way that they can discount. In the past, years ago when they would allow me to submit the paperwork to see what I owed, I was told that paying ahead did not count. I have since found documentation showing that it in fact does. Finally, on the XX/XX/XXXX call, the agent could not find any reason at all why between 15-20 payments did not count. This was elevated along with my signed paperwork that was dismissed as not having been signed. When asked how long it would take to hear back, I was told it was impossible to say. I am not looking for anything that I am not entitled to. I have been paying for this ten-year plan for more than ten years. Its outrageous to assume that these many payments do not qualify. Its also obscene that I can not get any further information because MyFedLoan is discounting my requests for petty reasons, and its unconscionable that I can not get an answer as to when, or how, any of this will be addressedlet alone resolved. At this point, I can only beg to count enough of the more than thirty payments to get me out of this trap, the trap I should have been released from years ago.
Company Response:
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: myFedloan never notified my of the change in deferment, they never notified me vial mail or call regarding this which reflected missed payments on multiple loans on my credit report. I have made several attempts via phone and letters to fix this issue but I have not been able to get clarity and I am asking these derogatory marks be rescinded as they have failed to update my contact information, address and my accounts should have and still are in deferment My DOB is wrong in their system I have sent in numerous letters and called regarding this to get this amended, without avail.
Company Response:
State: OK
Zip: 73112
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing about FedLoan the Public Service Loan Forgiveness program management and my application for forgiveness. On XX/XX/XXXX FedLoan acknowledged that they received my most recent Employment Certification form, which includes proof of qualified employment since XXXX of XXXX. However, they did not update my account to reflect eligible payments between XXXX of XXXX and XXXX of XXXX ( there are 24 eligible payments missing : I'm at the same employer, making payments on the same plan, etc. ) On XX/XX/XXXX, FedLoan acknowledged that they received my PSLF application for forgiveness, which I submitted based on the belief that under TEPLSF I had made the 120 qualifying payments required. On XX/XX/XXXX, Fedloan rejected my application for PSLF/TEPSLF because I had not made enough qualifying payments. There are 21 payments " under manual review '' made between XXXX and XXXX. I was told that the data had to come from my previous loan servicer and they were still trying to connect with that company ( XXXX ). I obtained the relevant documentation from XXXX and submitted it to FedLoan. FedLoan still has not updated my qualifying payment numbers in spite of the documentation I uploaded. Currently, their system shows that I've made 78 qualifying payments under TEPSLF. If they process and count the additional 45 eligible payments, my loans will qualify for forgiveness. I've called several times in the last four months and they acknowledge they've received my paperwork but always tell me they are processing it and I have to wait, without any information on when or how long it will take to process. I need a resolution, and my loans forgiven, before the moratorium on student loan payments ends in XXXX. Thank you.
Company Response:
State: CA
Zip: 94555
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A