Date Received: 2018-10-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX XXXX did not handle my automatic payment known as Direct Debts as described. XXXX XXXX also gave me misinformation about the loan payoff. I signed up for a direct debt to automatically pay on the XXXX of every month, but that it never posted on that day. Instead it would post 2-14 days later. The delay in payment meant more interested would grow within those days. Additionally when I went to make my final payment and requested for a loan payoff amount, XXXX XXXX gave me the wrong amount. It gave me a calculated pay off at {$990.00}, but as per a costumer service representative, it was {$1.00} under the " actual amount ''. The website has a loan payoff calculator in which you provide a date and they calculate the payoff for that date. Whenever you use it, it is wrong. When I spoke to the customer service representative about this, she said me that this happens frequently and people end up having a balance even though it shows that the account balance is at {$0.00}. This happened to me twice with two different loans. The first time I paid a random amount extra, any extra funds over the " actual payment of payoff '' was not refunded to me, nor was it applied to another loan. The second time I called in and they customer service representative gave me an amount. For some reason she can see if in get system, but the online user accessible system did not have that amount. Both these practices are misleading and make the student loaner pay more.
Company Response:
State: CA
Zip: 94577
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have worked at a non-profit organization since XX/XX/XXXX. Since XX/XX/XXXX I have paid on-time payments each month. When I initially started making payments on the income based plan I realized my total overall amount was increasing due to interest. I called XXXX and was advised that I could change to the standard payment plan, and that this plan would still qualify me under the PSLF program. Again, since XXXX I have paid on-time payments, never missing a payment, or being late for a payment. I am now told that none of these payments qualify under PSLF. I am beyond disappointed and feel this is unfair and unjust. Again, I was told by XXXX that I would qualify for PSLP as long I my payments were on-time for 120 payments. I have attempted to speak with someone via email multiple times regarding this issue, but am only given a very generic response.
Company Response:
State: FL
Zip: 32224
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: In XX/XX/2018 I had reached out to AES via their website 's contact form about requesting options for lowering my monthly payments. My reason is that I have become the sole source of income for my wife and I as she's unemployed and unable to collect unemployment because of recently relocating to a new state. As requested by AES, I submitted an application and cover letter outlining my financial situation, waiting over a week before reaching out to check on its status. When I spoke with a representative on XX/XX/XXXX at XXXX XXXX EST, they informed me that my loans were not eligible for any form of lowering monthly payments because of " not qualifying. '' I find this to be a bit ridiculous given I had provided substantial document of my financial hardship and AES appears to care little for its customers ' well-being or ability to live.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am the co-signer of student loans payable to American Education Services ( AES ) of XXXX, PA for both of my XXXX daughters. They graduated from college from XXXX in XX/XX/XXXX, and, soon afterward, I began helping them make payments or actually making payments on their behalf as they tried to establish themselves in their new careers, housing, family situations, etc. For a long period of time, I had been sending in payments to AES on one of my daughter 's loans identifying the payments under her account number only. Unbeknownst to me, however, AES apparently accounted for the loans under both an account number for her as the borrower and another, different account number for me as the co-signer. Nevertheless, this situation continued for quite some time with no significant problems noted until AES sold off all of my daughter 's loans to another entity, retaining only one loan of my daughter 's. AES never communicated this change to my daughter or myself, and I only discovered the change when the other entity ( XXXX ) began communicating with us and sending monthly statements. Receiving monthly statements was new and totally different concept since AES never sent out monthly statements, and I essentially had to keep track of payment amounts and due dates on my own. Soon after the transition to XXXX, I began receiving late payment notices from AES though, and, when I called them, I was informed by their telephone representative that AES had retained one loan and was told the monthly payment amount and due date. Thereafter, I faithfully made the one monthly payment to AES using my daughter 's account number ; however, I continued to receive past-due letters from AES. After checking into it further ( by calling AES several times ), I found out that I had a separate co-signer account number with AES, different from my daughter 's number, and that my payments over the last 4-5 months had been posted to her account number instead of my co-signer number. About this time, AES made a negative credit report on my account/Social Security or ID number. The AES telephone representative assured me, though, that this matter could be cleared up if I faxed AES proof via bank statements, canceled checks, etc. showing that the payments had been made by myself and requesting that they re-apply the payments in question from my daughter 's account number to my co-signer number. I did this on 3 different occasions over the course of approximately 2 weeks, with the first fax being done in late XX/XX/XXXX and the third done on XX/XX/XXXX. AES claimed they never received the first fax in XXXX, and I was trusting enough, at that time, not to keep a copy for my records. The second fax was done on XX/XX/XXXX, which AES later told me was sent to an incorrect fax number of theirs although I faxed it using a number they had provided. The third fax, which I believe they did in fact receive, was on XX/XX/XXXX. Meanwhile, my wife and I are in the process of applying for and obtaining a new home mortgage, and AES 's incorrect credit report on my ID is causing us significant problems in qualifying for the credit due to my artificially lower credit score. Please help!!
Company Response:
State: TX
Zip: 76240
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I enrolled in the Public Service Loan Forgiveness ( PSLF ) in XX/XX/XXXX. Once I enrolled in the program my student loans were transferred over to XXXX XXXX. Once I verified my employment they updated my remaining payments. In XXXX I also got verification for the employer before my current job and was told payments from that could be used as well. Once that was submitted the payments on my statements to XXXX became confusing. It Went from 34 Qualified payments ( XX/XX/XXXX ), to 20 ( XX/XX/XXXX ), to currently 17. At last call to them ( XX/XX/XXXX ) I was told a review was submitted in XX/XX/XXXX ). I have not been able to get an accurate understanding of where I am in the process of completing the PSLF program which is making it difficult for me to plan financially long term. I have made many decisions to remain at a non-profit given the opportunity to participate in the PSLF. There are several other practices that I have experienced that make me feel like they are not trying to help the customers in getting forgiveness. 1 ) I have automatically been put in forbearance 2 times without my consent, the account accrued interest. When I followed up with this, I was told it was due to natural disasters that I was not a part of ( wildfires in XXXX California and Hurricanes on the East Coast ). I requested that the payment I sent be applied, but this resulted in an over payment ( which later I find out does not account for a qualified payment. 2 ) Every time I call there is no information on my account being updated. I am told that the reviews of information take a long time, but I have been going through this over two years. I need to be able to plan long term financially for my family and I. I am very concerned especially since I am hearing horror stories of people who think they have completed the program but only later to find out their payments did not qualify. I find it hard to believe that a financial institution can not tell the status of its customers financially.
Company Response:
State: CA
Zip: 91750
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been trying to recertify my income based repayment plan for 4 months now. I call twice a month and talk to customer service. I have been told : this is with XXXX XXXX 1. I didnt qualify because I made too much even though I submitted through Dept of Ed and my other servicer Aspire said I did qualify w the same information. 2. I submitted the paperwork twice because they said I didnt submit correctly. Again my other servicer accepted the same information as acceptable. 3. I paid their XXXX dollar processing fee twice because their system did not recognize I had already done so. Last time I called I was told that they made a mistake and still havent processed my requests. 3. I was told I would have an administrative forebearance while they fix their mistake. My amounts are still accruing and I am in jeopardy of credit reporting. 4. Every time I have called the service rep says they will work on it and I have not yet seen any movement. 5. They XXXX XXXX my public loan forgiveness application and I had to call twice to get them to notice they read the dates wrong.
Company Response:
State: MT
Zip: 59801
Submitted Via: Web
Date Sent: 2018-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-14
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: XX/XX/2018, XXXX XXXX changed the way that they report Student Loan debt to the credit Agencies. Instead of it being reported, as in the past, like Mortgage debt, it now displaying the interest that is accuring monthly. It's as if the interest has been capitalized! It has not been. My mortgage debt does not do that. It is an installment loan. My credit has took a major hit of at least 50 points! I tried speaking to them to get a better explanation, but no one was clear on how this happened! They just apologized! My credit will never be able to heal because of the way that they are now reporting this installment loan. How can this be fixed?
Company Response:
State: MI
Zip: 48066
Submitted Via: Web
Date Sent: 2018-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX XXXX is not responding to my inquiries regarding Public Service Loan Forgiveness. I have twice submitted documentation regarding my public service employment via upload on their website. I waited for several months to hear something, requested a response, and was told I needed to wait some more. Meanwhile, qualifying payments are not being credited to my account, delaying my ultimate loan forgiveness.
Company Response:
State: IL
Zip: 625XX
Submitted Via: Web
Date Sent: 2018-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XX/XX/XXXX a letter was sent requesting amount stated that was owed as well as assurance that payment would be accepted in exchange for the original instrument of indebtness in its original form. XX/XX/XXXX received letter from American Education Services/ XXXX also dated for same date with a " payoff amount '', after receiving letter then sent a letter readdressing request for acceptance of full payment in exchange for original instrument of indebtness in its original form XX/XX/XXXX letter was dated by American Education Services/ XXXX with loan amounts, dispursement dates, statuses, interest amounts, delinquency days, also ignoring request for original instrument of indebtness in its original form XX/XX/XXXX sent letter to XXXX stating if they were unable to comply matters are legally and financially settled XX/XX/XXXX American Education Services/ XXXX sent a MPN for Bank of America/ XXXX with the date of XX/XX/XXXX and a typed name on the signature line, on the front of one page with the back dated for XX/XX/XXXX for XXXX XXXX, the following pages have no dates, signatures, account numbers or page numbers XX/XX/XXXX a final letter was sent to American Education Services/ XXXX asking for an original letter of indebtness between the parties listed on the credit report. XX/XX/XXXX letter was dated from American Education Services/XXXX with loan disbursement dates, amounts, interest rates, repayment terms, and installment amounts also ignoring the request made in the four letters
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2018-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To Whom It May Concern- I have been working in the public ( XXXX XXXX ) or qualifying non-profit sector since I graduated with my XXXX in XX/XX/XXXX. Last year I initiatedstudentloanforgiveness with mystudentloans. They are all qualifying loans and have all been consolidated into oneloan. I currently owe about {$29000.00}. I paid on a Standard 10-yearstandard loanplan from XX/XX/XXXX through XX/XX/XXXX. My loans were transferred to XXXX XXXX in XX/XX/XXXX. In XX/XX/XXXX, I transitioned to an Income-Based Repayment plan. I still could not afford my loans and so transitioned to a 20-year Extended Repayment plan in XX/XX/XXXX. I converted them to this plan, not realizing those would not be qualifying payments. I have been making all my payments on time, is there any way that these can become qualifying payments? XXXX XXXX did not help me to understand that this payment plan did not qualify for loan forgiveness. However, I have made payments for 10 years, without ever missing a payment and have been working in a career that qualifies for loan forgiveness. Certainly, I have met the intent of the loan forgiveness program. As I said, I did not realize that transferring my loans to an extended 20-year loan would disqualify me fromloanforgiveness. Please help me try and get the 10-year standard loan and 20-yearextended loanrepayments qualified for PSLF. Thank you.
Company Response:
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2018-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A