Date Received: 2020-03-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I've sent three credit report disputes to XXXX, XXXX and XXXX. The total amount for the loans are {$9200.00}. I've sent out disputes on the dates of XX/XX/2020 XX/XX/2020 and XX/XX/2020. I've constantly have asked for proof of verification on these accounts but haven't received any proof at all.
Company Response:
State: FL
Zip: 32818
Submitted Via: Web
Date Sent: 2020-03-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: In XXXX of XXXX ( date appears to be XX/XX/XXXX ), my principal balance was increased by {$1700.00} without any notice or explanation. I immediately contacted FedLoans ( of PHEAA ) to ask about the reasoning. They were not able to tell me why. After speaking with a supervisor, he told me that because I had switched the due date on my payments from the XXXX to the XXXX of the month ( i.e. paying earlier ), it had technically recalculated my due amount, and that had triggered interest capitalization. I asked them to undo this because I had not missed any payments. In fact, I had been making extra payments and had asked for an earlier due date than previous. They said nothing could be done. I filed a report with the Office of Consumer Advocacy from PHEAA. I had been working with a representative who also had difficulty understanding the increase in my balance. According to her, there should not have been a capitalization. She said that she would contact the Dept of Treasury. My last contact with her was on XX/XX/XXXX and the office has no longer responded to my emails or calls since. I am attaching my last correspondence with the PHEAA Office of Consumer Advocacy in XX/XX/XXXX, and the two bills that show the difference in the principal amounts.
Company Response:
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Student Loans falled under XXXX XXXX XXXX XXXX XXXX Program all loans were paid in full by Government and President Trump 's new Forgiveness Program for military Veterans. XX/XX/XXXX called IRS and US Treasury XX/XX/XXXX called Department of Education XX/XX/XXXX called XXXX XX/XX/XXXX called Fed Loans And continue to called untill XX/XX/XXXX and still nothing has been done. Remove Immediately Fed Loans Department of Education loans On all 3 credit reports and listed 6 different areas, this caused me to become XXXX
Company Response:
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I, and I believe others, have been trying to get guidance from American Education Services, aes.Success.org, about interest rates and loan terms during this COVID-19 crisis. Per orders from the Department of Education and given recent legislation, interest should have stopped accruing on my loans. But this hasn't happened and AES hasn't provided any new guidance.
Company Response:
State: PA
Zip: 19104
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I ham having a difficult time getting my loan count to be proper for PSLF. I have called several times to the Fedloan Servicing over 10 times in the last several years trying to get my loan count for PSLF properly done. Prior to XX/XX/XXXX, my payment counts had been correct. After that, they had gone through a computer system change and it seems to have taken away payments before that had been previously counted. My last communications with them had been on XX/XX/XXXX - I spoke with the payment counts. They said that they would re-review it. Since then though, I have not gotten any change in the PSLF counts. By my count for all my payments between XX/XX/XXXX to XX/XX/XXXX, one of my loans should have at least 56 that are PSLF eligible and the other one should have 58 that are PSLF eligible counts.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have requested the emergency loan forbearance through FedLoan Serving 's website due to COVID 19. I am unable to make my XXXX payment due to tight financial circumstances and requested the full emergency forbearance. Despite submitting my request and following up on my request, I received two different emails with conflicting information. I indicated I was impacted on XX/XX/20, yet the President 's order indicates that it is effective XX/XX/20. I had a payment due on XX/XX/20 and in both emails they threaten to report me as late to the credit bureaus.
Company Response:
State: MN
Zip: 55025
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am submitting a formal complaint against FedLoan Servicing due to their refusal to credit 42 approved payments for the federal loan repayment program known as Public Service Loan Forgiveness. In XX/XX/XXXX, I submitted an ECF form for approval into the program in the last month of employment with my XXXX XXXX, non-profit entity known as XXXX University or XXXX University XXXX XXXX. ( In XX/XX/XXXX, the college and the hospital split into two different financial entities, but both are considered 403 ( b ) non-profits. ) My XXXX XXXX was a 48-month contracted commitment, at which time my salary was about $ XXXX about $ XXXX/month. Like most XXXX, IBR is imperative ; without it, my standard repayment option would be more than my take-home salary. During my 48 months of XXXX training/employment, I made 42 payments under IBR, as per the requirements of PSLF. As of today, XX/XX/XXXX FedLoan Servicing refuses to credit these payments towards my PSLF requirement, even after informing me that my manual review of my account is complete after two years. I have documents as proof that I made these payments under IBR. I have submitted bank statements from XX/XX/XXXX ( I made two payments this month ) through XX/XX/XXXX, my last month of employment/training at XXXX, accounting for all 42 payments and documenting that I was receiving a paystub from XXXX University. All of my IBR applications are on record at Studentloans.gov. I have also included email correspondence that show I was submitting and approved for IBR every year around XXXX. I have documentation from XXXX, my old loan servicer, documenting these payments, the very same information that FedLoan servicing is claiming is unavailable to them.
Company Response:
State: FL
Zip: 33712
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I was laid off work, due to Washington state mandatory office closure for the corona virus, on Wed XX/XX/XXXX. On Thursday XX/XX/XXXX, from AES, I received an autmated email stating to go to StudentAid.gov and apply for Income Based Repayment plan, which I did. It also stated if I have any questions, several ways were listed on how to contact them. I tried them all. I went to the app and tried using online tools to defer, but a pop up stated it was unavailable and needed to call. I called, and the message said the office was shut down, no way to leave a message. I tried their website, also ran into the same issues. I tried to email, but a pop up stated it was also not available. ( AES does not have an email address listed, you have to email them through their app or website ). I tried live chat, it stated no one was available. Finally I went to their social media site, and saw that I was not alone. Hundreds of comments were showing that they too could not get a hold of AES, and were getting no responses. I left a comment, and was told to message them through XXXX XXXX. On XXXX, I was told " I reached out to my team to assist in requesting a deferral on payments in response to the corona virus directly impacting you. ", and " I'll keep tabs on your request to see when our team is able to reach this '', and " Still available on Social! ... .Message here if you need anything. '' Fri XX/XX/XXXX, I checked up via XXXX XXXX to see if they recieved/reviewd my application, since I had to file for deferment for my other student loan ( XXXX ) through the same website, and wanted to make sure it was done correctly ( There was no place to specify what loans I was applying for deferment, I am assuming because it addressed all. Yet from XXXX, I got quick responses same day and follow up emails and calls answered in under 10 minutes. My deferment was just approved yesterday with XXXX. ). From AES-No replies AT ALL. I tried again XX/XX/XXXX Sunday, on Monday, and Tuesday. No replies. I can see that my messages were " read '' by AES, but no one is responding!!! Then I was billed my full amount, debited right from my Checking account yesterday. I again tried all the ways to contact them listed above, and finally an email was able to be sent, I received an auto reply saying my Deferment question was received, and they'll get back to me asap. I am very frustrated at this point. I have no income at the moment and they are not helping me during these financially difficult times. I have been a customer of AES since 2005, never missed a payment, and have even paid extra on occasion. I am very upset with how they are handling the national crisis. People are struggling, yet they are making themselves unavailable to their clients.
Company Response:
State: WA
Zip: 98119
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am still being charged daily interest since XX/XX/XXXX. Presidential order was it would be handled within 7 days. No response from them.
Company Response:
State: IA
Zip: 521XX
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
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: Remove disputes please
Company Response:
State: CA
Zip: 92509
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A