Date Received: 2018-12-06
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I took out a private student loan with XXXX XXXX XXXX which is now American Education Service between XX/XX/XXXX and XX/XX/XXXX. I still owe approximately {$40000.00} which is more then the loan amount I took out eventhough Ive been paying on it for several years. I read an article that they were being sued by CFPB. I need help with this. I cant get any help from AES to pay this debt off and my payments keep going up. I believe I was one of those who was affected in the lawsuit however I cant find any information on whether my debt with XXXX/AES will be forgiven.
Company Response:
State: CA
Zip: 91765
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: During the time of my XXXX from XX/XX/XXXX to XX/XX/XXXX the reporting agency has reported over 60 missed payments with my student loans. I was in XXXX and due to my circumstances was unable to pay on my loans.
Company Response:
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have student loans through XXXX. I have submitted documentation to re certify for the income based repayment plan. They denied and said I needed to send in my XX/XX/2017 tax info. I did do that online, but went ahead and sent it in again and I got conformation it was received. I was checking my account on line and I saw the payment was {$390.00}. So I called and talked to someone about the amount was too high. He suggested doing a forbearance and for the month of XXXX and by then the re certification should be done and payment should be lowered. So I agreed and hung up. I checked my account the next day it showed I owed {$280.00}. and my payment was late. Which was not true I made my payment early before the due date and the amount was {$190.00} which was the amount I have been paying for the past year or so. I called and talked to someone and told them the amount was wrong and there should be a forbearance and it should show that I do not have a payment due. He was trying to tell me I owed back payments from XX/XX/2017. I asked to talk to a supervisor and he would not let me and said he had it figured out and that was it. I later called back because I did not believe him. I talked to lady and she tried to tell me I was not paying the right amount and I told I was and asked her to look at my statements. The reason I figured I was being charged this {$280.00} was it states interest is being recapitalized such as when a loan goes into repayment or if there was a deferment or forbearance. So that what I could see. Which is a problem because I was not in any forbearance before I made these phone calls. The lady I was talking talked to her supervisor and it should not have been there and they were putting in for a reversal. So far it has not. The agents did not seem helpful and tried to accuse me of not paying the right amount of or saying I owed something I did not. I have had trouble with XXXX XXXX when I first started with them. I am part of the loan forgiveness program and they are my only option. So I am frustrated and disappointed. I hope someone can help me.
Company Response:
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XX/XX/XXXX i received an email stating that I was late on my payment. THe email stated " This reminder is to let you know your payment in the amount of {$330.00} was due on XX/XX/2018. '' So i called on XX/XX/XXXX to figure out why I was behind. I knew i made a payment on XX/XX/XXXX for {$160.00} and a 2nd payment on XX/XX/XXXX for {$160.00} to make my full payment by the due date. But when i checked online it said that i owed {$150.00} plus my XXXX payment of {$330.00}. I explained the above about how i paid and the rep said that because i alloted my second payment to certain loans that interest accrued and I owed it. I told him that i made the monthly payment amount though. He said he create a re-allocation request that would take 7 days. I then thinking about realized how could i owe {$150.00} extra when i made a payment to each loan and targeted {$150.00} to the loan with the highest interest rate. So I called back on XX/XX/XXXX and spoke with a different rep. She stated she didnt know why it showed I still owed money when i clearly made the full payemnt with my two payments and i allocated a dollar to each loan. She said that she would request that my account be adjusted as she sees the payment. she stated that would take 3 business days. So i waited until XX/XX/XXXX evening to check on the account. Neither of the requests occurred but I made my payment of {$160.00} again on XX/XX/XXXX. Yet on XX/XX/XXXX it showed i still owed {$320.00} rather than only owin {$160.00}. So i called again to follow up. The new rep stated that when i allocated i didnt satisfy what i owed for each loan. By alloting a {$1.00} on each loan except for 1 with {$150.00} that the others still had to be paid their stated payment amount for each one. I asked her then why is there an option to allocate funds to certain loans within my payment amount. she said that only if you paid more than you agreed payment amount could you allot more funds to go to a certain loan. This is a deceptive practice which essentially forces payers to not allot funds and payoff loans with higher interest rates without paying an amount much higher than their agreed payment. Essentially, I'm on an income based payment plan that they decide the payment but a student can't allocate funds even though on the payment screen has a section to do so. This gives student repayers no options except to pay more than they can afford and not target loans with high interest rates based upon the payment the income based rate or repaye rate assigns to them. XXXX tried to make me pay {$150.00} extra dollars than the agreed {$330.00} amount that they set as my affordability range for XXXX.
Company Response:
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: After graduating in XX/XX/XXXX, XXXX XXXX was my loan provider through XX/XX/XXXX. All payments were made on-time and applied towards the PSLF program. Upon transferring to XXXX XXXX, when I received my PSLF qualifying payment update on XX/XX/XXXX, I noticed that they only counted one payment for the entire year spanning XX/XX/XXXX to XX/XX/XXXX. I contacted them on four separate occasions over the past year to have this rectified. They reported that it was a mistake due to the transfer of the loan and they would provide me with an updated copy showing the appropriate payments that were made through AUTO-PAY, on-time each month. I have yet to receive this document, even after contacting them multiple times for it. They reported that they were " behind '' but a year later is unacceptable.
Company Response:
State: IL
Zip: 60067
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted my first Public Service Loan Forgiveness employment certification form ( ECF ) to the U.S. Department of Education approved XXXX XXXX ( XXXX ) organization XX/XX/XXXX. In XXXX I contacted XXXX to inquiry about the status of my application and was informed that it had been denied because the form ( which I obtained from the XXXX website ) was expired. I asked why I hadnt been contacted and the representative said that a letter had been sent, which I never received. I then submitted a second application XX/XX/XXXX, with a form that had been updated on the XXXX website. XX/XX/XXXX, I contacted XXXX regarding the status of my second application. The second application was denied due to an expired form. I pointed out to the representative that Id applied using the updated form from the XXXX website. The service worker acknowledged that application # 1 had been incorrectly re-processed and would submit application # 2 for review. Application # 2 was accepted at the end of the month, with payments set for the first of each month. I contacted XXXX to request a change in the due date, explaining that I wouldnt be able to comply with the date because it conflicted with my rent due date. I was informed that I would not be able to change the date at that time but to request a change the next month. After multiple months of requests, my due date was changed XX/XX/XXXX. I also received notification that I was being disqualified for the Direct Loan rebate program because my payments had been received 6 days after the required due date. XX/XX/XXXX, I contacted XXXX to inquiry as to why XX/XX/XXXX-XX/XX/XXXX qualifying payments hadnt been applied to my account. Service worker XXXX identified 35 payments Id made during the period and submitted a payment tracking review. In the same month, I mailed documentation for annual recertification of my income-driven repayment ( IBR ) plan. XX/XX/XXXX, my payment amount increased nearly three-fold. I contacted XXXX on XX/XX/XXXX and service worker XXXX informed me that my payments had increased as the result of an error in processing my IBR documentation. The representative submitted a processing error override request and suggested I resubmit the documents online. She advised that I hold off my payment until receiving notification of the adjusted amount. If I did not receive notification in 2 weeks, I should call back to speak with a supervisor to expedite the override. I did not receive notification and on XX/XX/XXXX I contacted XXXX and asked to speak with a supervisor. I was transferred to supervisor XXXX. I requested she expedite the override request to correct the error made by XXXX XXXX, she assured me the amount would be corrected for XXXX. I then went to the XXXX website to make my monthly payment in the correct amount. The next day I discovered XXXX had taken the inflated amount from my account. I contacted XXXX immediately to correct the error. Service worker XXXX informed me that it would take 90 days to refund my money ( over {$600.00} ) and suggested I dispute the transaction through my financial cooperative. I filed a transaction dispute with my credit union. The matter was resolved and the funds were returned to my account. I then re-paid the amount through my credit unions online bill paying service. I am current with XXXX but the XXXX website indicates that I am 41 days past due and that derogatory credit information will be reported to consumer reporting agencies. I contacted XXXX this morning demanding the delinquency be cleared from my account. I was transferred to Public Service Loan Forgiveness service worker XXXX. He said he would submit a past due override as well as, yet another, review of the processing error override. I asked about the status of the payment tracking review which was submitted in XX/XX/XXXX. He informed me that it was still in process and he was requesting that the review is expedited.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received a letter from American Education Services on XX/XX/XXXX stating that the terms of my loan had changed. My monthly payment increased from {$110.00} per month to {$290.00} per month. My loans have always been on automatic payment and I have never missed a payment. However, it turns out the company had failed - for a number of years - to gradually raise my payments to sufficiently cover principal and interest. This mean I'd been paying primarily interest for a number of years and not paying down the principal in a timely manner. American Education Services never notified me of this and it seems were not even aware of it themselves. When I contacted the company about their error, they did nothing to rectify the situation. It does not seem fair given that I had automatic payment set up and have been a diligent payer for many years. I had no way of knowing my payments should have been gradually increasing. It should be the company 's responsibility to request the appropriate payments from the borrower over time.
Company Response:
State: IL
Zip: 60090
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I refinanced my student loans in XXXX of 2018. American Education Services was one of the loans that I refinanced. The 3rd party sent a check and there was an overpayment to AES in the amount of {$390.00}. I have yet to receive those funds from AES, it is almost a year. They stated they sent the original check to the 3rd party in XX/XX/2018 ( unlike all other student loan companies, banks, financial servicers who refunded to me directly ). I called in XXXX, XXXX, XXXX and XXXX. I spoke with many representatives and supervisors. Each time I was assured I would receive a call back, as none of the representatives in the customer service area could answer my questions about the address the funds were sent to, how me and my account were referenced on the check, how they knew what address to send the funds too and if the check was cashed ( which I kept receiving varying information ). AES refuses to send the overpayment to me directly, and will only send to the 3rd party who sent them the original check to payoff and close the loan. I believe this practice is a violation of UDAAP ( unfair, deceptive, abusive, acts or practices ), as the 3rd party has stated they never received anything from AES, I have not received the funds and AES appears to not reconcile their records as they have an outstanding check for almost a year. I also believe this is a UDAAP violation, because during one of my many conversations with AES, I was advised the check to the 3rd party included other customers funds as well. I am not the only one this is occuring to. I am willing to bet there are quite a few people out there who have yet received their overpyament from AES. Finally after a CFPB complaint in XX/XX/2018, AES stated they re-sent another check to the 3rd party. Still nothing. I need to know where AES mailed the funds, how they referenced me and my account with the 3rd party and if the check has been cashed. If the check has been cashed ( which again the 3rd party has stated they never received anything ) I need a copy of the cashed check and the information above. If the check has not been cashed, I believe the only recourse for AES is to overnight me the overpayment directly.
Company Response:
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have federal student loans which I am paying for the past 4 years and have been making larger then required payments for the past year. I submitted my IBR resertification form before the deadline and after receiving a letter on XX/XX/XXXX about a denial and need to send additional documents such as a pay stub because my income changed significantly. Of note I was not notified about this during my initial application. I submitted the required document and was told to wait for communication prior to XX/XX/XXXX. On XX/XX/XXXX I received a letter saying that my min payments have gone up and my interest capitalized because of resertification delays. I contacted XXXX and informed them about the fact that delays in their processing are causing my interest to capitalize and payments to go up and after speaking to 4 people they agreed to review my case. Since there was an error on my account my automatic payment was canceled for the month of XXXX but the servicer was Unable to answer if this would increase my total interest by 0.25 % for not being enrolled in autopay for the month of XXXX. To conclude, the customer service workers lack knowledge and tend to only read what ever the last note was posted on a given account. I request that my interest capitalization be reversed immediately with appropriate resertification of IBR prior to my next payment date on XX/XX/XXXX in order for me to re enroll in auto pay and avoid paying the higher interest during the time I have to wait for this error to be resolved. Thank you.
Company Response:
State: WA
Zip: 98102
Submitted Via: Web
Date Sent: 2018-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have asked AES numerous times for ALL my loan records as one loan seems completely made up. The information does not match to any loan made by me. The date they started reporting it was XX/XX/XXXX. However, it shows it was opened in XX/XX/XXXX. I never opened a loan on that date. There is a whole 8 years gap of reporting, which is illegal. In addition they fraudently wrote it off for {$65.00}, XXXX and sold it. The other loans I did take out were open prior to that and did not exceed $ XXXX. They were reported in XX/XX/XXXX, than this loan for an absurd amount was reported years later. Their practices are illegal and false.
Company Response:
State: CA
Zip: 90806
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A