Date Received: 2019-03-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I paid my personal student loan that was held by American Education Services with a personal loan that I received from XXXX XXXX. I have not received any information since the payoff, no letter confirming the payoff. In addition, the XXXX XXXX over paid the loan amount due and the refund check was never received by me, the borrower, nor XXXX XXXX. When I called the student loan company I was given a check # and an amount of {$770.00} but no one can tell me where it went only when it was sent and I have no confirmation of it, no receipt, nothing. It is extremely frustrating and the customer service is not good at all. We need to find where our check is and have confirmation of the payoff. The service that American Education Services has provided is extremely poor and seems a fit fraudulent because of the loss of funds and the bad communication. Company information : American Education Services XXXX. XXXX XXXX XXXX, PA XXXX Phone : XXXX-XXXX-XXXX-XXXX Fax : XXXX-XXXX-XXXX
Company Response:
State: GA
Zip: 30012
Submitted Via: Web
Date Sent: 2019-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied to the PHAA/XXXX XXXX Public Service Loan Forgiveness ( PSLF ) program on XX/XX/XXXX. I received the acceptance letter dated XX/XX/XXXX ( see attached document ). Then I received a letter dated XX/XX/XXXX stating that the number of my qualifying payments accepted into the program were 18 payments ( see attached document ). The problem started when I received one letter dated XX/XX/XXXX showing the correct 29 qualifying payments at that time and then a week later I received a letter dated XX/XX/XXXX showing only 14 qualifying payments for that time same period. On XX/XX/XXXX I called XXXX XXXX to report the issue and was told a review would be completed within 90 days. I have called again on XX/XX/XXXX, XX/XX/XXXX, and finally again on XX/XX/XXXX without resolution. ( See attached call logs ). Please see my attached documents which support my statements. I have been waiting over a year for a resolution to this problem. This incorrect information changed my loan discharge date by 15 months. I am very concerned that due to the incorrect information, XXXX will break the 120 payment agreement for the PSLF program and require that I pay XXXX in error. If the information is not corrected this is exactly what will happen.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I initially was making payments each month until I got an email saying to sign up for their auto payment method. I signed up for this through their email link and submitted my information. I hear nothing back and never get a late notice until one day I check XXXX XXXX and I have 4 delinquent and 4 late payment notices on my once perfect credit score. I called them and explain my case even submitting a dispute and a letter sent to their office and no one can explain or help. This was a technical error on their end. I tried working with them and even set up auto pay again and called and confirmed. I just need it off my report because it is preventing me from getting credit cards and getting my loan for grad school.
Company Response:
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I had student loans through XXXX, which is a loan servicer for the Department of Education. I paid off the loans in full through their website, but this did not cancel my regular monthly payment, as one might've hoped, so that went through and they were overpaid by {$570.00}. I called XXXX about this and the first person I talked to said he would put the refund through right away and made it sound like I'd be receiving it shortly. But when I didn't see it after a week, I called again to ensure it had been processed and the new representative told me it takes 7-10 days on their end to process and then up to 45 days to process via the U.S. Department of the Treasury. It seems really offensively inefficient that after paying off these loans without issue for years that they would now keep XXXX {$600.00} of my money for such a long period of time. I would not be allowed such a courtesy if the roles were reversed and {$600.00} is nothing to sneeze at. I want to know why it takes such an extremely long period of time to refund such a substantial sum of money to me? If I were to take my sweet time paying my loans you would not be quite so patient with me so I don't see how this is just or fair. Am I allowed to charge you interest until you pay my money back? No. So I'm not understanding why the processing time is so unreasonable and no one at the business was able to answer my questions about this.
Company Response:
State: MA
Zip: 02148
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Loan service provider should be aware that court order dated XX/XX/XXXX has been uploaded for your review on this day of XX/XX/XXXX. Borrower will demonstrate to court that signature on consolidated loan application dated XX/XX/XXXX is invalid and can not be considered an electronic signature.
Company Response:
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX received email stating ICR plan was recalculated to {XXXX} XX/XX/XXXX received email stating payment will be extracted XX/XX/XXXX. XX/XX/XXXX XXXX notified XXXX XXXX that I was in school. My loans were placed on in-school deferment XX/XX/XXXX to XX/XX/XXXX. I wanted to be on deferment at this time. XX/XX/XXXX to XX/XX/XXXX interest was paid. XX/XX/XXXX received a letter stating that annual recertification is coming soon. XX/XX/XXXX completed IDR plan request and mailed it. Question # 4 was answered yes that I want to start making payments under this plan immediately XX/XX/XXXX received letter saying IDR was recalculated to {XXXX} and due on XX/XX/XXXX. Letter also states that I am enrolled in direct debit and we will continue to debit your account for your new monthly payment amount. XX/XX/XXXX payment was made of {$260.00} XX/XX/XXXX Received a direct debit bill and that the total to be extracted is {XXXX}. Letter also states that I was enrolled in direct debit and the total of {$260.00} would be extracted. This did not occur. So from XX/XX/XXXX to XX/XX/XXXX no payments were made. XX/XX/XXXX received a direct debit bill and that the total to be extracted through direct debit would be {$260.00}. This payment did occur. XX/XX/XXXX received email stating that payment is due and direct debit will occur on XX/XX/XXXX. XX/XX/XXXX mailed in School Related Deferment Waiver form and stated on it to continue payments starting XX/XX/XXXX.
Company Response:
State: CT
Zip: 06489
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: AES ( American Education Services ) continues to bill me for a student loan that I have paid for back in XXXX, 2015. PHEAA conducts its student loan servicing operations commercially as American Education Services. AES continues to contact me regarding a pass due bill that I don't owe via email and telephone. In addition, they have put this past due bill on my credit report. I tried contacting them and they didn't even want me to send them the invoice that it was paid in full, they just insisted that I owe them. The dates discussed based on the timing that I attended school and the monthly amount of my payment arrangement were identical to the payments I was making.
Company Response:
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: When I started at the University of XXXX, I let the admissions representative that was helping get started that I had a background issue would it be a problem? She stated no. At this time my degree is in XXXX XXXX/XXXX XXXX. It is a problem I have applied to several places and have been turned down be cause of my background check ( criminal background check ). So I explained this to my loan servicer, which is XXXX. I applied twice, the first time they denied my they stated that XXXX denied me and they had no control over the discussion, and to call XXXX. XXXX referred my back to them. Then they said I filled out the application wrong and I needed to redo lines 9 and 10. So I downloaded another application and re did it. Then I decided to call to check and they said I was denied again because I need the school to say they knew, and to call XXXX because they handle all decision. XXXX said it was not true and to get a supervisor. I do not know who can help me but I am getting the run around from both of these companies and I just do not know what to do.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I lost my job earlier this year. Prior to that I have been paying my loans on a monthly basis with little to no problem. Each year they raised the fee slightly and it's been a bit difficult to keep up as my pay doesn't increase as their fees does. In XX/XX/2018, I lost my job. I called before I fully was unemployed and explain the situation to my loan servicer. They refused to give me temporary hardship options while I look for a new job instead charging me ridiculous fees. I started working again months later, with less take home money than my last job and tried again to work with them to no avail. They refused to assist me in trying to make payments. They told me the next steps would be default and my information being sent to a collection agency. So I figured since I couldn't pay the huge fees they wanted I would try to work with the collection agency as they are more lenient and work with the consumer to pay off the debt. But AES finally, without my knowledge, granted me the temporary hardship. What I didn't know is that it included increasing the monthly fees even more ( close to {$200.00} ) to an amount I can not afford. Again, I tried to call and work with them asking for a lower fee. They told me they can not but I can write a letter asking for a lower fee to the people that own the loan. I was informed to write the letter to AES and they will deliver the note on my behalf, which I did. It was denied a few weeks afterwards. I tried again to explain, I can not afford that amount they are asking for but they refuse to budge stating the only way to get a lower payment is to transfer my loans to a different servicer but how can I do that when I can not afford their payment and am currently getting negative credit reporting from them. They know at the present time I'm stuck with them and I feel they are taking full advantage of that fact. I received an electronic letter today, which I believe states that two of my three loans with them are in deference/forebearance which I didn't request because the woman I spoke to last told me if granted- the payments would increase even more. I told her if I can not afford the current high payments, what makes her think I can afford an even bigger increase that's closer to {$1000.00} a month? I want to make payments. I want to one day pay off this loan and have the financial freedom but it's so difficult to do when they keep increasing the payments to these ridiculous amounts that former students who are trying to make a day-to-day living can not afford and giving them bad credit instead of trying to work with them. Why couldn't my amount stay at the level it was when I had my job in XX/XX/XXXX prior to my unemployment. The amount that I paid every month and didn't put me in this bad situation. Why grant me something twice that does nothing but give temporary relief but then increase my changes of default and putting me back into and even worse situation than I was in, in the first place. I want to pay my monthly fees. I want to develop good standing but it's so difficult when they refuse to work with me and offer a lower monthly fee than the amounts currently requested. Why can't I go back to the monthly fee I had before I lost my job?
Company Response:
State: NY
Zip: 10469
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I hope you are doing well today! I am reaching out to in a desperate attempt for help with a student loan company. My husband, XXXX XXXX was in XXXX from XX/XX/XXXX-XX/XX/XXXX. He did his service with XXXX XXXX XXXX and was awarded a XXXX XXXX for student loan expense to pursue his XXXX XXXX degree in XXXX. XXXX did XXXX XXXX XXXX because at the time, I was XXXX XXXX our first child and it was a way to help pay student loans and pursue XXXX XXXX degrees so he didn't burden our family with debt. He served in one of the most under privileged schools in XXXX, brought clothes for kids in need there, supported them in XXXX programs and helped XXXX the XXXX XXXX. XXXX entered income based repayment for the PSLF program ( public service loan forgiveness ) and when the monthly repayment exceeded {$0.00}, we reached out to the XXXX XXXX and was told that they can issue payments to our servicer once a year. We reached out to FedLoans to see how to stay in compliance with the public service loan forgiveness program and we were advised that the XXXX XXXX payment has to post as 12 monthly installments to count for 12 PSLF payments. We were told that the full 12 months could be sent but they would need to put in the request that it be processed as 12 months ( and not a lump sum payment ), we said ok. They said they would put the request in and to call back after the check was received to make sure it was processed right. We called after the check was received and it was verified that it counted 12 monthly payments for PSLF. The following year we did the same and the following year after that. When we received a letter showing how many months that we completed in the public service loan forgiveness program, I called to see why it was so low and I was told that the XXXX XXXX payments could only count if we got a service letter that it was awarded for XXXX service. We sent that in. We were then told it was because we consolidated to FedLoans after the XXXX service. We were then told after that it was because it was only XXXX money. We have been told so many things and we are so confused because every single year, we called multiple times to verify that the payment would count for 12 monthly income based repayment installments that would count for 12 months of PSLF and each year it is verified- multiple times ( because I always call after the check is received too ). To say we are devastated is an understatement. For many years, we have followed their advice to a T. Every guidance. If we would have known that the XXXX funds wouldn't have counted, as horrible as it would have been to lose that money, we would have lost it and paid it ourselves for it to count. Whatever can be done, we are willing. If there is a payment override that can be done and we pay it out of pocket instead of XXXX funds, we would be willing to. We have XXXX little kids and have thought that we were approaching half way through this program and were so relieved to do so. We give back to our community day in and day out and have been fully compliant in everything that we have been told to do. We call repeatedly for guidance and to make sure that we are in compliance. My husband is still a XXXX to this day and we found our love assisting the schools through his work in XXXX XXXX XXXX. We still work with the XXXX XXXX in the schools and we still donate clothes to the schools to give to kids in need. We are just asking for consideration and to see what can be done, please help us. Thanks in advance for your time and consideration, I hope you have a wonderful and blessed weekend! XXXX XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A