Date Received: 2019-07-26
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: hello this complaint is in regards to XXXX, i called earlier today to request help with options on getting on track with my past due which was XXXX dollars i told her i could pay XXXX dollars today, due to being in the hospital and being off work, the agent was not helpful and was being rude so i hung up and didn't call back at all, then today at XXXX XXXX my local central time i get a call from the agent from her personal cell number cursing me out and she left me a voicemail, my concern is has my social and personal information been compromised, she needs to be fired!!! she took the time to call from her personal phone number & left me a voicemail after hours!! she needs to be fired!! my biggest concern is my personal information, this needs to be looked further into! what kind of workers do they have handling our personal information!!
Company Response:
State: TX
Zip: 78229
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2019 I received notice from PHEAA Fedloan Service ( via my online account inbox ) that I must began paying my student loans effective XX/XX/2019. I submitted to PHEAA via their online complaint there is an error that my summer school began on XX/XX/2019. I uploaded a copy of my course enrollment receipt indicating the student loan amount for summer school. They refuse to accept the information stating they had already checked the federal data base which indicated I was not an enrolled student. Within my online PHEAA account lists my last student loan amount of {$3800.00} which was disbursed to me on XX/XX/2019. That is confirmation that I am a current enrolled student coming PHEAA 's information regarding my student status. PHEAA still refuse to make the corrections removing me from being in delinquent. I have proof.
Company Response:
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: For the part 5 years I have been paying $ XXXX/ month toward my student loan. After seeing late payments on my credit history and calling student loan services, I discovered that someone else 's information was in my account information and that my {$39.00} each month was not going toward my loan.
Company Response:
State: CA
Zip: 92626
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been on an income based repayment plan since 2012 after my graduation. My loans were originally with XXXX XXXX then they were transferred to Fed loan. I have submitted my qualifications for working for non-for profit organizations every year. I have not missed any monthly payments at any time. 3-4 years into my payments, I was told I did not consolidate correctly and that all of my loans that aren't " direct '' would not be forgiven. This information was not given to me initially when I consolidated my loans. I have made extra payments towards these loans ( nearly $ XXXX ). I have contacted Fed-loans to make sure this would not interfere with my normal monthly payments which I have continued. I have requested multiple times for an up to date manual count. I have been given different conflicting information multiple times upon these requests ( none were manual counts but estimates ). More recently I was told that only 5 of the 7 years of payments would count. I am still working at non-profit organization but have had job offers at private organizations. I am staying at my non-profit currently in the hopes of loan forgiveness in 3 years. Please help me get accurate information on my loans as Fedloans has told me in e-mail that they currently do not have the resources to give me this information.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: When I first started paying my loan in XX/XX/XXXX, there was some kind of mistake made by in how my payments are applied to my loans. I have 6 separate loans and my initial payment, they said, was XXXX dollars. I have three Direct Plus loans and three Direct Unsubsidized Stafford loans. I called back in XX/XX/XXXX and they said this was a mistake and I should only be paying XXXX every month, which I did. So for the first 6 months of making payments, even though I was paying the full amount, I kept getting notices that I was not paying what I owe, and thus these payments were not counted. On XX/XX/XXXX I ended up paying more than I owe ( XXXX ) so the computer would stop saying that I was past due because the people at FedLoanServicing could not seem to fix it themselves. This did fix the problem, however, when I submitted my Employee certification form in XX/XX/XXXX it was showing that I only had made 5 or 6 payments when I had been paying for almost a full year at that point so should have had around 10. I submitted a request to have my payments re-evaluated in XX/XX/XXXX and they told me the review should be done in 6 months. I called back in XXXX of XXXX and was told it would take another 6 months. I called back in XX/XX/XXXX, one month ago, and they told me that they don't know when it will be done. So now I have 2 years of full, on-time payments and 3 of my loans only show I've made 19 payments, and the other 3 of my loans show I've only made 9 payments. I called again today and they still can not tell me when the review will be done and they will not let me talk to anyone in the review department.
Company Response:
State: NC
Zip: 274XX
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been waiting over a year for my payment count for PLSF to be reviewed by Fedloan. I applied for a short term forbearance in XX/XX/XXXX and all payments that I made during residency training prior to XX/XX/XXXX were not counted due to a technical error ( wrong date entered ) on the short term forbearance form that was filled out in XX/XX/XXXX. My payment count is off by roughly 20+ per my calculations. The forbearance form asked for dates that I was in the training program, which I entered as XX/XX/XXXX-XX/XX/XXXX. I filled this form out in XX/XX/XXXX so I could forbare for less then 1 year while I transitioned from resident to getting my first job. Fedloan interpreted the forbearance form to mean that I was requesting a " retroactive forbearance '' for the entire time I was in the training program, even though I had been making payments before the forbearance was requested. So the payments that I had already made that were counting towards PLSF were then taken away from me. Of note, I resumed making on time payments in XX/XX/XXXX.
Company Response:
State: WA
Zip: 98407
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2019, I received a PSLF Qualifying Payment Update from FedLoan Servicing for the period between XX/XX/2019 and XX/XX/2019. On the document, FedLoan Servicing has identified 4 total qualifying payments on loan sequences 1 and 2. Given that my loan payment occurs monthly on the 11th of each month, five repayment dates occurred between XX/XX/2019 and XX/XX/2019, and my total qualifying PSLF payments in this letter should reflect 5 instead of 4. On XX/XX/2019 at approx. XXXX EDT, I called FedLoan Servicing and spoke to XXXX ( employee ID XXXX ). XXXX informed me that FedLoan 's count of my total qualifying payments was wrong and should have been 5 but was inaccurately being counted because FedLoan failed to send a bill for XX/XX/2019. XXXX informed me that the problem would be fixed but he was unable to fix it and had to request an additional review. XXXX did not provide me with any timeline nor a case number. He told me he could not tell me when the error would be fixed. I called FedLoan again on XX/XX/2019 at approx. XXXX EDT and spoke to XXXX ( employee ID XXXX ). XXXX informed me that the case was still pending review and provided me with a case number. He once again told me that he could not provide any timeline as to when the problem would be fixed.
Company Response:
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I am being charged {$310.00} a month in interest, where I signed up for 0 % payment for the last five years my balance went from XXXX to XXXX all in interest on XXXX payment income agreement.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: American Education ServicesXXXX XXXX ( AESXXXX ) have engaged in a pattern of mismanagement of my student loans. AES/XXXX have miss placed multiple times the documents related to the income sensitive/based repayment plan. They have not assumed any responsibility for the misplacement of the documents and placed the blame squarely on the borrower. Also, AES/XXXX have presented contradictory/incomplete information and withheld important information that impacts the borrowers decision-making process. They have engaged in deceitful and aggressive tactics when attempting to collect extra payments beyond the income sensitive/based repayment plan. And engaged in retaliation when a financial beneficial arrangement to AES/XXXX was not reached to settle the effects of their mismanagement. Thought this process, AES/XXXX have financially profited from their mismanagement, misplacing of documents, and questionable predatory business practices. Misplacement of Documents In early XX/XX/XXXX, after completing the online forms, the income sensitive/based repayment plan package was submitted by regular mail to AES/XXXX. On follow up phone call, AES/XXXX claimed that it was not received. In early XX/XX/XXXX, the first fax with the income sensitive/based repayment plan package was successfully sent. On follow up phone AES/XXXX agent could not confirm that the form was received. AESXXXX Agent requested that the form be sent to a different fax number than the one listed in the official form. In late XX/XX/XXXX, a second fax was sent with the same the income sensitive/based repayment plan package. On follow up phone call it was confirmed by the AESXXXX XXXX the paperwork was received and was complete. Through this process kept sending payments ( which AES/XXXX deemed insufficient ). The same package was sent to Fed Loan with no issue. By the first week of XX/XX/XXXX, on follow up phone call, AES/XXXX denied having received the second fax. The same the income sensitive/based repayment plan package was sent by USPS certified mail. During the XXXX call the borrower was blamed for the misplaced papers. It took 4 attempts and USPS evidence, before AES/XXXX was forced to acknowledge the receipt of the documents. On the XXXX phone call, a supervisor stated that having receipts of successful delivery of a fax and confirmation of receipt by an AES/XXXX was not enough evidence. Access to Information 1. AES/XXXX Agents have withheld important information on targeted payments. The concept of sequence targeted payments was not discussed only after the borrower refused to accept a forbearance. 2. AES/XXXX Agents have failed to fully explain discrepancies on the different letters and emails that are been sent. Where different amount due are stated. Deceitful/Retaliatory Practices 1. During the late XXXX call, AES/XXXX imposed a forbearance. Under duress, the borrower had to accept the terms and conditions of a forbearance. As AES/XXXX did not offer any other option and threatened with adverse actions if the forbearance was not accepted. By the end of XXXX, the loans were already behind payments and a new forbearance was in order. Consistently AES/XXXX try to impose forbearances and no other option is offered. 2. After the XX/XX/XXXX phone call ( on a Friday ), when a financially beneficial arrangement to AES/XXXX was not reach, AES/XXXX engaged in retaliatory behavior. The loans were immediately sent to collection. On the next Monday first call from a collection agency was received. Also, after the XXXX phone call ( on a Friday ), other loans that were reported as missing payments. This in spite that the borrower has been paying double the amount that is monthly due. 3. AES/XXXX Agents notes on the phone calls do not fully reflect what transpire during those calls. Key elements of the phone call are omitted and are sanitized to place the blame on the borrower of any mistake. To finalize This mismanagement has resulted in affecting the payment capability of the borrower. AES/XXXX processes are not transparent and their processes are so convoluted that confuse the borrower. To add insult to injury, AES/XXXX refuse to recognize that the borrower has shown good faith, made payments beyond what is required by the income sensitive/based repayment plan and try to keep communication with their agents. The collection agencies contracted by AES/XXXX have engaged in questionable business practices. AES/XXXX keeps showing bad faith in their dealings with the borrower causing undue financial hardship to the borrower.
Company Response:
State: MD
Zip: 21225
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-22
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I called AES today XX/XX/XXXX because I had deferred my loan for 12 months and it was saying I had a payment. I have tried for months to have my payment lowered due to my XXXX year old having XXXX and they are not willing to work with me. Today and XXXX lady who I could barely understand said my loan was deferred for 12 months and there was nothing she could do about this payment. I can not keep paying this ridiculous amount for my student loans. I have tried and tried to work with this company and they will not work with me
Company Response:
State: PA
Zip: 177XX
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A