Date Received: 2020-03-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: This complaint is related to a previous filed complaint XXXX regarding my student loan servicer American Education Services ( AES ). To summarize, I have been enrolled in the Income-Based Repayment ( IBR ) program since XXXX and due to an error in the annual recertification process in XXXX, all unpaid accrued interest on my student loans was capitalized in XX/XX/XXXX. The resolution of the previous complaint was a retroactive reversion of the capitalization of interest on my loans in XX/XX/XXXX. However, two months later in XX/XX/XXXX, I was notified that during a review of my account, it was discovered that there was interest that was not capitalized as expected and that your account has been adjusted and, as a result, there has been an increase to your account balance. Essentially, the interest capitalization that had been retroactively reversed had been re-applied to my account undoing the resolution of my previous complaint. I have since been in contact with AES on at least three occasions over the phone attempting to resolve this situation. The customer service representatives have acknowledged the issue and supposedly it is well documented in my account, yet well over two years time has passed and nothing has been done to resolve this issue.
Company Response:
State: FL
Zip: 32174
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with 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: Hello on XX/XX/XXXX I called aes because they keep charging me late fees for a loan that they automatically take out my account. They told me that's it's from a payment from XXXX that I missed. I told them that I changed bank accounts back then and to charge my other account and they said they did but kept charging my closed account. They keep charging me late fees and will not allow me to use my bank account nor my card to pay it off because they have something against using XXXX XXXX bank cards. They said that they can only take payments through the mail. I mailed them something once before and it got lost in the mailing system and returned to me a month later. I'm not trusting the mailing system too well. I would like someone to help me get this settled so I can stop getting charged late fees and they keep reporting that I'm delinquent on my credit report as well. I understand that there was a misunderstanding in the past. That now everything is good and regular payments are coming out of my XXXX XXXX account. Why do they still keep charging me late fees and say I still have an outstanding balance, also why can't they automatically take it out like they do my other student loans and why cant they accept my one time payment from my XXXX XXXX account? They keep sending me in circles. I just want to pay it and get it over with. I dont understand how a company doesn't want to get paid when someone offers to pay them. It shouldn't matter if there was confusion about the bank accounts in the past and should give someone a chance to pay it off not using the mailing system.
Company Response:
State: CA
Zip: 91915
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello and thank you. I made extra payments on my student loans for 2019. I called numerous times to have the excess payments applied to principle. I received my annual 1098-E to submit with my taxes and was told I paid {$12000.00} in interest last year. I emailed them more than once to correct the errors. I've called almost daily during my lunch breaks and have held for over 45 minutes without anybody ever picking up. Can you help me?
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: For years I have been trying to determine why my Federal Direct Subsidized loans were converted or consolidated into a FFELP loan without my informed consent that I would lose all eligibility for loan forgiveness programs under the U.S. Department of Education. I have been denied on multiple occasions for the Public Service Loan Forgiveness Program due to the fact that my loan has been converted to a FFELP and is no longer considered a Federal Direct Loan. I was never informed at the time of consolidation that the loan would be converted and I would lose all my rights to apply for the Public Service Loan Forgiveness Program. My loan servicing agent has informed me on several occasions that my loan does not qualify for the loan forgiveness program because it is a FFELP consolidation loan and if I want to qualify for the loan forgiveness program that I will have to consolidate my current loan with the U.S. Department Education. How can I consolidate this loan when it is the only loan that I have? I believe that the servicing agent deliberately withheld pertinent information from unsuspecting borrowers for monetary gain. The agent does not provide any forgiveness programs at this time. While reviewing my consolidation loan application/promissory note ... in fine print it states that I might not be eligible for SOME loan discharges that was once associated with the loans that is being consolidated but never provided the information to me pertaining to the loans that I would or would not be eligible for if I consolidated my loans with this agent. I did not receive an opt out agreement or any correspondence explaining the terms of the loan if consolidated. I have been working for a public entity for 25 years and to find out that I can't take advantage of a program that has been offered to me to alleviate a debt due to greed and the absence of information is beyond me. I have documents that the agent has sent to me but none of them are clear and concise.
Company Response:
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I requested to have my IDR monthly payment recalculated due to a change in income from the COVID 19 crisis. I requested this on XX/XX/XXXX. On XX/XX/XXXX, I received a letter that my loan servicer put my account in forbearance. I did not request forbearance. They stated that anytime an application is put in, they put an account on forbearance. I have never seen this information written in any place and this was not the information that was given to me over the phone. It states that I will continue making my monthly payments until it is recalculated. As a result, my loan servicer is now telling me that all the unpaid interest on my account will be capitalized when they take me off the forbearance that I NEVER requested. Even though Trump has implemented no interest accrual on forbearance during this time, apparently, since I requested my payment to be recalculated instead of requesting emergency forbearance, now this doesn't apply to me and my interest will be capitalized. Their IDR office is not even open to recalculate payments. This is not my problem and I should not be punished by having my interest capitalized because Fed Loan Servicing can't properly handle their application. Fed Loan Servicing is fraudulent in how they handle loan repayment and will do whatever they can to find ways to capitalize the interest on your account.
Company Response:
State: NV
Zip: 89141
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Please Help! I had a XXXX XXXX loan. I had a deferment during the Recession, for a couple months. My loan was divided into 9 different loans, and was reduced to 2, with American Education Services. The original loan, was about {$38.00}, XXXX. When the loan was sold,! XXXX, XXXX, was added. I have basically paid approx. 435.00 a month, at the interest rate of 6.62 % for 20 years. That adds up to approx. {$100000.00}, is what I have PAID in total for 20 YEARS.. AES states, I still owe XXXX By their estimation, I have paid nothing. How can the Government allow, this? This is OUTRAGEOUS. I have paid in FULL, the original amount, and more, TWO times This loan has been paid. I am asking for it to be considered, PAID IN FULL. This is not Forgiveness. I PAID! I am not asking for anything free.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: FedLoan more than doubled the monthly payment for my income based repayment plan without warning or cause and withdrew it from my bank account. I have attached statements from FedLoan showing that my expected monthly payment has been {$290.00}, as well as letters from FedLoan saying my IBR recertification was not due until XX/XX/XXXX. Yet today, I saw a statement for {$670.00} without explanation, looked at my bank account, and saw that yes, {$670.00} had been withdrawn. I called Fedloan and asked to speak to someone from their IBR department, and was told that the entire department was closed for COVID. They further told me that it looks like it was an error at their end but there's nothing I can do ; I just have to recertify early. They know that I am enrolled in PSLF so can not switch to another servicer, and they know I do not have the money to press charges in court, or would not be on IBR. This is truly horrible. They're openly and freely exploiting and extorting people who they know have no means of fighting back during a pandemic. I have no recourse.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for consolidation of my federal student loans, this was approved. After approval, I noted with XXXX XXXX that I wanted to apply ( which i previously had ) for PSLF. They informed me, after than loan was processed, that my PSLF status was " started over '' and they previous qualifying payments I had made where gone and no longer counted. I have tried twice to cancel this consolidation and was told it was to late. No one, not Fedloan Servicing or XXXX XXXX, informed me that consolidation would restart this and I would loose qualifying previous payments. Now XXXX XXXX is saying this is not their responsibility, and I still need to make my payments, which I am aware of. If I reapply for PSLF, my loan goes back to XXXX and thus again I loose my previous qualifying payments. I was never informed of how consolidation impacts those on PSLF.
Company Response:
State: MN
Zip: 55433
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-22
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: I was shocked when I reviewed my credit report and found late payment on the dates below : USDOE/XXXX XXXX XX/XX/XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX FEDLOAN XXXX to XX/XX/XXXX I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I check my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I requested a forebearance earlier this year and asked that it be backdated to XX/XX/2019, as I was having some financial issues. Firstly, every time I tried to request it, the website, which is VERY misleading to even pay your bill, would tell me I'm not eligible. I kept trying and kept getting this message. Finally I decided to call them and they said that it was a glitch and j should have called to set it up. So I did, and requested it retroactive XX/XX/2019. But through numerous attempts to contact them and remediate this, I am still nowhere and they are not backdating to XX/XX/2019. I know they do this for many other customers but I am hitting a roadblock and also they reported me 30 days late back in XX/XX/2019. The responses I get are useless and noone has been able to assist and back date the forbearance. This is now 3 months later and still no response which I think is very unprofessional and biased.
Company Response:
State: NJ
Zip: 08902
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A