Date Received: 2019-04-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I defaulted on student loan serviced by AES from XX/XX/XXXX-XX/XX/XXXX due to hardship. My husband was XXXX leaving me to pay many bills debts, lawyer fees alone for a year. AES closed account & listed as defaulted on my credit report causing my credit score to drop over 100 points. My loan has since been transferred to PHEAA & reported as new loan on my credit report. for nearly the same amount as my original loan with AES. This loan amount also includes astronomical collection fees which I find unfair considering these two companies are within the same entity. In XX/XX/XXXX I began receiving letters from PHEAA, threatening to garnish my wages if I didnt establishment payment agreement by XX/XX/XXXX. XX/XX/XXXX I submitted Tax info & established payment arrangement with PHEAA and made a payment of {$200.00} via AES. I found this odd my payment was accepted by AES however, PHEAA is tacking on collections charges. I openly expressed I could not afford this payment agreement despite this being the amount established based on income, dependents and bills incurred monthly ; which I believe has been calculated incorrectly. PHEAA was unable to lower monthly payments & assured me XXXX dollars is enough to survive for a month with two dependents not including self. XX/XX/XXXX I receive letter from PHEAA stating my new payment would be {$230.00} despite {$200.00} agreement based on info. Submitted via email. XX/XX/XXXX I call PHEAA to figure out why my payment amount changed. I was told I provided incorrect info. Even though I submitted all financial info. Via email same day. I was also told that my {$200.00} would not be applied to agreement until I pay {$32.00} more. Customer service rep. Was also incredibly hostile with providing answers to my questions. I was also informed PHEAA couldnt provide me with an account statement & collection cost bill. I also feel the school I attended should have been responsible for said loans considering The school closed and defaulted on promises made when I originally signed the loan agreement which was lifetime job placement and refresher courses. I have not worked in the field in which loan was acquired for since the demise of that school
Company Response:
State: PA
Zip: 19111
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Dear CFPB, I'm part of the XXXX XXXX XXXX XXXX and think that XXXX might have miscalculated the number of qualified payments I've made so far. I've been paying back my loans since XX/XX/2017 regularly and am on the income-based payment plan. My loans were consolidated by XXXX, and my employers are certified non-profit organizations. And I recently received an email stating that I have made 2 qualified payments and that I have 118 payments left. Can you help me? Thank you!
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: As of XX/XX/XXXX I have e-mailed my loan handler several times in reference to a discrepancy on my loan balance. I picked up on the discrepancy due to an update on my credit report which shows it as a credit limit increase. However, the balances were current and the result of previous disbursement as it was stated on my financial aid reward. To simplify things previously opened account with balances were further charged not to cover for my expenses such as tuition but for purposes unknown to me.In fact, the form XXXX shows the accurate amount of {$11000.00} paid on tuition for academic year XXXX. However, after having contacted the loan handler and the school financial aid department alike the amount paid for tuition was adjusted to compensate for such additional charges. In any case, I am being overcharged by several thousands of dollars and no one is acknowledging the nature and gravity of the problem. I want to point to the fact that such issue could be consider criminal in nature considering the fact that it involves cash and actions that could be interpreted as fraud and theft. By my calculation the extra charges at least the one I found total around {$7300.00}. However, I wonder if such practice is unique to this situation or if it has been done several times before. Logically, requiring a complete examination of my complete borrowing history.
Company Response:
State: TX
Zip: 77096
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I believe am fully eligible for PSLF, I have been with the same XXXX employer since XX/XX/XXXX and the program started XX/XX/XXXX AND I have been on income based repayment plans all this time too. I completed my application for PSLF in XX/XX/XXXX and I received a letter dated XX/XX/XXXX that states I am not fully eligible for discharge yet, and it is estimated that I will not be until XXXX. I am totally confused how I can be on income based repayment plans for the last 12 years and NOT be fully eligible for PSLF yet. I am also confused on how two of my loans originated on the same date but have two different dates for estimated eligibility dates. PLEASE any suggestions or assistance you can provide will be greatly appreciated!!!! I also sent proof of name change and that has not been fixed
Company Response:
State: CO
Zip: 80229
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: They have yet to settle an issue related to how many qualifying payments I have made under Public Service Loan Forgiveness. I have called repeatedly for over a year and there has been no progress.
Company Response:
State: NC
Zip: 28806
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have made payments to my student loans under the " Public student loan forgiveness program '' as I am a XXXX XXXX. I have sent in numerous employment verifications to this company as they have lost them. I joined the program on XX/XX/XXXX. to date I have made near 45 payments that are qualified which means according to the companies own website as, " The Public Service Loan Forgiveness Program is a federal program that forgives federal student loans for borrowers who are employed full-time ( more than 30 hours per week ) in an eligible federal, state or local public service job or 501 ( c ) ( 3 ) non-profit job who make 120 eligible on-time payments. '' I have done this in full compliance and have attached the payments made to XXXX XXXX since my loans were transferred from XXXX XXXX to XXXX XXXX in XXXX. Prior to this I made the qualifying payments through XXXX XXXX which I have been unable to obtain thus far as XXXX XXXX will not get back to me with the calls I have made requesting my payment details, and the web site will no longer allow me to log in since my account is no longer active with their company. My qualified payments need to be updated and I have attempted for the last year and a half to work with XXXX XXXX to get this updated and they are incompetent in performing their duties. please assist.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been awaiting a manual recount of my number of eligible student loans payments for PSLF since XX/XX/XXXX. It was estimated that they are off by at least 9 payments and this significantly impacts my PSLF eligibility date.
Company Response:
State: MI
Zip: 48067
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/XXXX, I received a bill by US Mail for a student loan from AES XXXX and XXXX XXXX, XXXX XXXX XXXX, XXXX MD XXXX. The bill alleged a last payment received date of XX/XX/XXXX, and an amount owed of {$540.00}. AES demanded payment of a minimum {$50.00}. All of my student loans were paid off over 14 years ago, on or near XX/XX/XXXX. I have received no communications regarding any student loans since that date from any student loan lender or service company. My loans have been 100 % paid in full for over 14 years. On XX/XX/XXXX, I called AES to attempt to correct their records and demand that they cease invoices for a loan that does not exist. I spoke first with Employee # XXXX, XXXX, who told me she could not help because this was a private loan and there were instructions in their records to direct inquiries to XXXX XXXX XXXX. XXXX directed me to call XXXX XXXX XXXX at XXXX. XXXX XXXX XXXX ( XXXX ) told me that XXXX XXXX XXXX had no record of a loan for me, and that this was an AES issue, referring me back to the general number for AES. I then called AES and spoke with XXXX # XXXX, who claimed she could not help me, and referred me to XXXX # XXXX, who referred me to XXXX # XXXX, who ultimately informed me that there had been a problem with AES collections recently, and that I had been billed in error. XXXX told me that the original lender was XXXX, never XXXX XXXX, and that apparently, some stale borrower lists had been sent recently to AES in error, and my notice was a mistake. XXXX also told me they'd had the same issue with many other erroneous letters and collections, based on flawed, stale lists. XXXX told me not to worry about it, that it would " work itself out '', and no further action was required by me. I asked for the XXXX contact number so I could verify that their records confirmed payment in full. My concern was that erroneous records and billing could result in filing of negative credit reports. XXXX gave me the number XXXX for XXXX, which I then called. XXXX looked up my account number, and informed me that their records did show a loan for that account number, but it had been paid in full on XX/XX/XXXX. This is the same date shown on the new bills from AES as " last payment received ''. XXXX advised me that this bill was clearly a mistake by AES, and the fact that I'd not received any bills since XX/XX/XXXX should be sufficient proof that it had been paid in full. XXXX also said it would " work itself out '', and I needed to do nothing further, but that it was clearly an AES problem, and that XXXX did not have anything to do with it. On XX/XX/XXXX, I received a second bill from AES for payment on this loan. Two bills and collection attempts on the same alleged loan within 2 weeks, when I had already called to dispute, and been told " don't worry about it, no action needed ''. I called AES and spoke with XXXX # XXXX, who said that she could not answer any questions about the account. I explained the history on this matter, and requested immediate resolution. XXXX said she couldn't answer any questions, and " just answered the phone '', and wanted to transfer my call. After the literal hours I spent on XX/XX/XXXX, I was reluctant to be shoveled to yet another uninformed and unhelpful person. After several insistent requests as to where, exactly, she intended to transfer my call, XXXX told me she would be referring me to the " Student Loans Department '', which is odd, since the whole business purpose of AES is " student loans '', so when one calls the number on the " student loan '' bill, does one not reach anyone who deals with " student loans ''? I agreed to be transferred, and XXXX # XXXX took my call. XXXX told me that this alleged loan was a PHEAA loan, but then retracted that statement and agreed it appeared to be a XXXX loan. He alleged that payments were made on this loan as late as XX/XX/XXXX, which is false. XXXX also claimed that there is yet another loan with a balance due, however, as of this date, I have received no information on any additional loan. After a lengthy discussion in which I gave XXXX the recent details of the bills from AES, and my information I had gathered from all my calls, I requested that AES ( 1 ) cease collection on this nonexistent loan, ( 2 ) provide evidence that any debt is substantiated, ( 3 ) suspend all internal action while this matter is under dispute, and ( 4 ) suspend any further action, such as any credit reports, accrual of interest, or penalties during this period. To date, I have spent approximately 4 hours on the phone attempting to track down anyone who could competently address and resolve this ridiculous debt collection for alleged loans which have been paid in full for nearly 15 years. There are several recent court cases in which AES has been found to have poor and insufficient records, unsubstantiated debts, and collection practices in violation of federal law. It is beyond ridiculous that any consumer is put in the position of having to spend hours of valuable time to correct records on a 15 year old debt paid in full, and it is unconscionable that any financial institution has the power to wage a collection campaign and record false allegations of nonpayment without a court order. I request that the CFPB investigate my own issue, and, by extension, what, according to AES 's own employees ' statements to me, is a large scale case of a mistaken collection campaign. It is conceivable that, for certain small amounts like mine, AES is intentionally using scare tactics to collect on nonexistent loans from many people who, like me, can not or do not want to spend the time dredging up records, languishing on " hold '', and dealing with tens of layers of anonymous, internal bureaucracy. Additionally, I will want to know the statute of limitations on collection for a loan like this. It is, as Employee XXXX XXXX said, evidence enough that I had XXXX communications from any loan service since XX/XX/XXXX. AES is at best willfully ignorant and mismanaged, and at worst engaged in a large scale fraudulent collection practice, using their power as a financial institution to threaten individuals into paying amounts they do not owe, without any basis in fact or evidence. Because lending institutions have the power to impact credit reports without warning or meaningful citizen recourse, and thus all personal finances, the mere transmission of an erroneous bill is sufficiently threatening to constitute a violation of rights.
Company Response:
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Hello, I am enrolled in the Public Loan Forgiveness Program with XXXX XXXX. Two years ago they miscalculated the number of qualifying payments that I have made to date and thus are stating that I still need to complete over 5 years of monthly payments to qualify for loan forgiveness. They suddenly changed the time left until forgiveness one day out of the blue. I have called them over 10 times in the last 2 years requesting that they recount my loan payments since I should only owe 3 years until loan forgiveness. Every time I call they continue to say that a manual recount can take months but again it has been over 2 years now and it still hasn't been completed. I finally got them to mail me all of my payment information so I could confirm how many payments I have completed on my mine and again I owe only 3 years and not 5 years. I like 2 years is an incredibly long time to not recount my payments and correct my date of loan forgiveness. Any assistance that you may be able to offer would be appreciated. Thank you! Respectfully, XXXX XXXX
Company Response:
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been a participant in the Public Service Loan Forgiveness Program since 2010. It is my understanding that my federal loans were recently transferred from XXXX to FedLoan Servicing. However, FedLoan Servicing never contacted me with details about this change or how I was to make payments. On XX/XX/XXXX, the day that my student loan was normally due, I received a notice from them that my loan had been transferred to them and to wait to hear from them. I went on the XXXX website to make my monthly student loan payment nevertheless, having not been provided with any alternative payment instructions. XXXX declined to accept my payment and only told me to wait for FedLoan Servicing to contact me. Nevertheless, despite several attempts on my part to reach them to make my payments, FedLoan Servicing has not responded to any of my attempts. I am extremely concerned that not only will this negatively impact my credit in the immediate timeframe, but it is also having a cascading and deleterious effect on the promised discharge of my student loans. In particular, I am concerned that by ignoring my attempts to reach them, FedLoan Servicing is adding late fees and interest to my balance, and extending the number of payments I must make to them before I will be eligible for forgiveness and discharge of my student loans. Would you please help me figure out why they are ignoring my attempts to reach them so I can make my payments? In addition, would you please help me make sure that they do not adversely penalize my account? Even throughout the government shutdown when I was not getting paid, I continued to put aside money to make my student loan payments. I would like for FedLoan to honor my payment arrangements with the Department of Education, accept my payments from the last five months, apply them as timely monthly payments made from XXXX - XXXX, and not charge me late fees or additional interest that would not have accrued had they been responsive. Moreover, I recently had my first baby on XX/XX/XXXX and I can not even reach FedLoan Servicing to adjust my income- based repayment now that my tax situation has changed. Having a newborn baby is stressful enough without FedLoan Servicing adding this completely unnecessary financial stress to our lives. I have attached the correspondence I sent to them. I sent the letter by fax on XX/XX/XXXX, and by certified mail on XX/XX/XXXX. Please let me know if you have any questions. Thank you so much. XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX, CA XXXX
Company Response:
State: CA
Zip: 94132
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A