Date Received: 2018-11-13
Issue: Threatened to contact someone or share information improperly
Subissue: Contacted your employer
Consumer Complaint: ON XXXX XXXX, SOMEONE CALLED MY WORK, LEFT A MESSAGE FOR ME TO CALL XXXX XXXX XXXX. THEY MADE IT CLEAR TO MY EMPLOYER THAT THEY WERE A DEBT COLLECTOR. WHEN I CALLED BACK, THIS PERSON WAS NOT THERE, BUT ANOTHER PERSON TALKED TO ME, VERY CONDESCENDING AND RUDE, HE NEVER TOLD ME HIS NAME. HE WANTED ME TO VERIFY PERSONAL INFORMATION, WANTED ME TO GIVE IT TO HIM, I REFUSED. HE SAID THAT I WOULD HAVE TO BE DEALT WITH THE " HARD WAY '' WHEN I ASKED WHAT THAT MEANT, WAS HE THREATENING ME, HE SAID HE WASN'T. I TOLD HIM TO NOT CALL MY WORK AGAIN AND HE SAID THAT HE COULD NOT STOP ANYONE IN HIS COMPANY CALLING ME. I TOLD HIM THAT I KNEW IF I ASKED FOR NO CALLS AT WORK, THE LAW SAYS THEY HAVE TO OBEY. HE AGAIN SAID HE COULD NOT STOP ANYONE. I BELIEVE THE COMPANY IS CALLED NCO, XXXX, Pennsylvania, United States, EVEN THOUGH HE NEVER ACTUALLY SAID SO.
Company Response:
State: MS
Zip: 390XX
Submitted Via: Web
Date Sent: 2018-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
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: XXXX has been non-compliant with removing the unverified account XXXX XXXX XXXX which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that XXXX XXXX XXXX was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
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 have a loan with XXXX. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX and XXXX with no successful resolution. XXXX only reporting me late. There was definitely an error on their part. I was never 30 days late XXXX - XX/XX/2016.
Company Response:
State: CA
Zip: 93610
Submitted Via: Web
Date Sent: 2018-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Ive applied for the temporary extension public service loan forgiveness ( TEPSLF ). They denied my application because the payments I made 12 months prior to applying was less than what I am currently paying. The problem : my payment is income driven so the amount will always be less than the previous 12 months if I get a raise AND the payment is determined by the same company that has denied me. Its a no win situation and designed to make it nearly impossible to qualify for loan forgiveness.
Company Response:
State: ID
Zip: 83714
Submitted Via: Web
Date Sent: 2018-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX has reported the same account twice on my credit report. XXXX XXXX added the second account with the same account number a year after the account was closed. I have uploaded a copy of my XXXX Report showing the same account listed twice. I have also uploaded the letter I have sent to XXXX XXXX. I have called XXXX XXXX to explain the situation many times since this error was reported. I was only able to reach someone twice by phone. Both times I was spoken to rudely with aggression from XXXX.
Company Response:
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2018-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I had previously filed a CFPB complaint on American Education Services of XXXX, PA concerning the incorrect report of past-due or delinquent payments on my daughter 's student loan account with them, for which I am the co-signer. The issue in question involved AES 's inappropriate payment application of payments I made from XX/XX/XXXX to XX/XX/XXXX to my daughter 's student loan account when they should have been posted to my co-signer account. At the time I made the payments, I didn't know ( nor was I informed by AES ) that I had a co-signer account number different from my daughter 's number. After my first CFPB complaint, I received a letter of dispute findings from the Office of Consumer Advocacy at Pennsylvania Higher Education Assistance Agency ( PHEAA ) dated XX/XX/XXXX. PHEAA conducts student loan servicing operations through differently named companies, one of which is AES. A copy of this letter fro m PHEAA has been uploaded. PHEAA, in their XX/XX/XXXX letter to me, seemed to indicate to me that AES had corrected the application of the payments I had questioned and actually indicated that my account was now in a paid-ahead status until XX/XX/XXXX. PHEAA also noted that AES had submitted updated information to the consumer reporting agencies to which the negative information had previously been reported. That was great news as it was exactly what I hoped to hear. Nonetheless, in a different letter dated XX/XX/XXXX, AES informed me that they had researched the relevant account history and documentation of my credit dispute and concluded that the negative information they reported was accurate. This XX/XX/XXXX AES letter totally contradicted the prior XX/XX/XXXX letter from PHEAA. A copy of AES 's XX/XX/XXXX letter has also been uploaded. My problem with all this is that I am currently attempting to obtain a mortgage loan on a new house that is under construction. The derogatory remarks made by AES on my credit have lowered my score just enough to put me at a level that increases my quoted interest rate by as much as 50 basis point. Please help!!!!!
Company Response:
State: TX
Zip: 76240
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have historically found XXXX to be very unresponsive to any questions i've had about my loan and found their interest rates to be excessively high, so in XXXX of 2018 I refinanced my student loan with another servicer. The balance on my account was paid off, and yet on XX/XX/2018, XXXX continued to autodebit my monthly payment of {$180.00}. My XXXX account currently shows a negative balance of {$180.00} ( yes, {$9.00} more than what my autodebit charge was ). I sent them a message asking how and when they would refund me this negative balance and to confirm that the auto payments would be discontinued. Because my account is paid off, I don't have access to all the normal features on my online account ( for instance, i can't see my payment history to confirm when the balance was paid off and became negative, and I can't access the autopay settings to confirm whether it's still active ). I have messaged them twice and not received any responses other than some automatic email responses with some " FAQs '' ; the auto response didn't even say that someone would respond within 24 hours. It has been almost a week and I have not received any formal human response or confirmation from XXXX. I have spent an inordinate amount of time trying to get in touch with them and find it impossible to get a human response ( I shouldn't have to spend hours on the phone during my work hours trying to fix their mistake ). I just want my money back and to make sure that they never try and access another cent from me.
Company Response:
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I made a payment with AES in early XX/XX/XXXX. I asked that a scheduled payment be cancelled. The customer service representative agreed. The payment was not cancelled. Today when I called to ask about the cancelled payment, I was told that my money would be returned in 7 to 14 days. After 14 days, I checked and discovered that my refund has not been processed. On this call, I was told that ( 1 ) the refund request was being reviewed, ( 2 ) the review process can take 10 days and ( 3 ) if the review results in a refund, it will take 30 days for that refund to be issued. I was concerned because none of this information was shared in my previous call. I asked the customer service if the process for refunds was listed online because I would like to review it. The representative checked and said that the process was not online. She asked if I wanted to see if the policy could be sent to me. I said yes. The company agreed to send me a special letter outlining their process. The process for this company should be ( 1 ) clear and ( 2 ) easy for the customer to find.
Company Response:
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-08
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: XX/XX/2018 : Applied for recertification of my Income Driven Repayment plan, supporting documents were attached demonstrating that I had made substantially less this year than the previous year. The monthly payments were {$1800.00}. I had made all of them in full, on time. XX/XX/2018 : Received notification that my IDR request was placed on hold. XX/XX/2018 : New monthly REPAYE is recalculated : {$3000.00} due XX/XX/2018. I called XXXX and asked them why the monthly payment was so much higher if I was making less money. They told me to resubmit the entire application with more documentation and ask for a Recalculation of the IDR. XXXX places my account into Forbearance even though I specifically told them not to and all payments had been made in full and on time. XX/XX/2018 : I resubmit the application with additional documentation of my income ( letters from employers ). I also fully pay off one of my highest interest rate loans in hopes of lowering the monthly payment. XX/XX/2018 : They confirm receipt of my application. XX/XX/2018 : I discover that they had placed a forbearance ( though no payments were ever late and they were told not to ). They remove the forbearance. XX/XX/2018 : I make the monthly payment that is due in full : {$1700.00} XX/XX/2018 : Letter received that I do not qualify for IDR and XXXX denies my request for recalculation. XX/XX/2018 : Letter received that my new IDR after recalculation is {$2800.00}, due XX/XX/2018. I call XXXX to ask how this amount was calculated. I am told by XXXX staff that it appeared that no one had reviewed the documentation I had sent with either application. She stated that they had just used my tax return from the previous year for the new recalculation. She resubmits my request for a recalculation with notation to review my new lower income. XX/XX/2018 : I called XXXX to ask them what the status of my application request was as the payment of {$2800.00} was due that day. I spoke with 3 different people. The first person told me to just ask for a forbearance. The second person told me it was my fault that the the monthly payment was calculated incorrectly because I had supplied documentation and an explanation of my income. He stated this was confusing for them, even though they had requested it. I asked to speak with his supervisor. I asked the supervisor if he could easily calculate my income based on the documents that had been sent. He was able to do this and agreed that I had demonstrated my income was lower this year than last year. I asked him what I should do next if it was recalculated wrong again- he said there was nothing I could do. I made the payment that is due in full : {$2800.00}. XX/XX/2018 : I receive an email notifying me that my new monthly payment will be {$4100.00}. Despite making less money and supplying them with adequate documentation of this, my monthly payments went from {$1800.00} to {$4100.00} with no explanation or recourse.
Company Response:
State: CO
Zip: 80210
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-08
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am trying to refi my current loan that is with American Education Services. About 5 years back, AES transferred my account to a new account and in doing so my name dropped of the loan account. I was the primary loan holder and my father was the cosigner. I have been paying this loan for the entire time. Now that I am trying to refi the loan, I am being told my name needs to on the loan. I call AES and tell them this needs to be fixed and they tell me they can not give me any info regarding my account. They say my SSN is correct but I am not giving them the correct birthdate. I give them my father 's birthdate and that is not correct either. They asked me to fax in my driver 's license which I did on XX/XX/18 and explained that they need to fix this ASAP as this is their system error and my refi paperwork is on hold. I just called them today and they say they still have not received my fax and will not help me. This is ridiculous customer service. All of these system errors are because of them, not me. How do I even know this is my loan?
Company Response:
State: MN
Zip: 55337
Submitted Via: Web
Date Sent: 2018-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A