Date Received: 2018-09-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I had several loans - XXXX, Federal Stafford Loan, and Federal Unsub Stafford Loan - consolidated in 2004 to a Subsidized Consolidation Loan and Unsubsudized Consolidation Loan, and both loans are set to a fixed rate of 1.625 % as of XX/XX/XXXX. I received an email that my monthly payment was soon due, but the amount showing was more than doubled from {$100.00} to {$240.00}. There was no reason for this increase emailed to me to my email address on file that receives my monthly reminders, or paper copy mailed to my home. When I called this morning to inquire what the reason was for this increase in monthly amount due and why I was not notified, I was advised that I was sent an update - directly in the AES website, under " Inbox '', and told that they assumed I would see this communication. Without any notification being sent to my actual email address that there was new communication only sent directly to the AES website under my account, I would have never seen this communication. This communication was sent to my AES Success account on XX/XX/XXXX. I should have received an email to my personal email that this important change in terms was sent to the AES website and would need to be reviewed. I was emailed on XX/XX/XXXX as usual that my account was due for a payment on XX/XX/XXXX, without ANY DOLLAR AMOUNT ON IT or any verbiage that the amount would be different than I have been paying for months. Then on Saturday XX/XX/XXXX I received an email reminder that I had an upcoming payment due - and THIS is where I was advised that {$240.00} is my monthly installment amount. I had been paying an additional {$50.00} on my {$100.00} monthly installment amount previously, and this {$50.00} was also added to the total that would be withdrawn on XX/XX/XXXX now totaling {$290.00}. The update sent only to my AES account, and the latest email on XX/XX/XXXX does NOT detail why there is an increase in my monthly payment amount. The individual on the phone I spoke to this morning advised me that the promissory note was redisclosed (?? ) and that due to this, there is now an increase in the monthly payment. The document states an interest rate of 1.875 % and for my installment amount, and a new combined monthly payment of {$240.00}. This amount is being listed as what will be taken out of my account through direct debit now. However, when I pointed out to this individual that my loans have a fixed rate of 1.625 %, they advised that no, I do still have this fixed rate through direct debit, and that now more money will be paid towards my balance. How does that make sense, that more money will be taken out of my account and a higher interest rate showing on this new repayment summary? Why is there even a different amount showing on this document, where is there any mention of any promissory note anything and the breakdown as to exactly how these payments that have increased over 50 % are justified? The letter states " Why We Are Contacting You - There has been a change in the repayment terms for the loans listed on the reverse side of this letter. Conditions such as granting a deferment or forbearance, a change in interest rate and interest capitalization ( adding interest to the principal balance of your loans ) are examples of what may have caused the terms of your loans to be recalculated. '' I do not see verbiage of a promissory note, loan re-disclosure, anything within this document. Please review the emails attached, all transactions of loans detailing payments, and the " update '' that was only sent to the AES website to my account on XX/XX/XXXX.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Ive been a loan borrower since XX/XX/XXXX. I had 2 disbursements one was on first date mentioned for a amount of {$9600.00}, the other was on XX/XX/XXXX in the amount of {$6000.00} totaling {$15000.00}. The loan was in efforts to get my life in order and on track in a career that will benefit me in the future to come in the life of a XXXX XXXX being that I was single XXXX and needed to get my life in order before I thought of went to finding that wife to build a family with. Beings that I was born on the water and loved the water I felt the interest to explore the career going under. After graduation in XX/XX/XXXX I began my search in the job pool for work I have learned to perform and became certified in. XX/XX/XXXX I began my quest of the new career. My first place that I was offered a position in was a outfit based out of XXXX XXXX, XXXX. Upon applying the employer mentioned that they would be conducting a drug test prior to employment and that includes most prescription drugs. At that time I was prescribed for my XXXX XXXX XXXX the medication XXXX and that was included in medication that can not be accepted for employment. This medication is not by any means recreational for me. This medication has benefited me with my ability to focus and pay attention to detail and perform very well in a work environment. Back to this employer I never mentioned that I took such medication I chose to not take the XXXX to continue my employment. I worked for this employer for at most a month until I was fired because my performance was poor. This was due to not being able to take the medication to benefit me and advance me in the field. I started applying for more places around the country and came to a call for work out of XXXX XXXX, XXXX. I drove from XXXX to XXXX right away to get involved as the employer had lots to offer. Upon arrival I was not going straight to work in the XXXX XXXX field but doing XXXX XXXX XXXX XXXX XXXX work to come. There I worked 3 months and came to being taken advantage of and was over worked being paid {$9.00} with no overtime but I felt the need to keep at it and was in the aims that its just the beginning and its just going to be a rough start before it gets better. The situation down there was by far unfair and not related to benefit my future. I could go on with the aspects but it would take hours. I decided to pack myself up again and go back to my hometown of XXXX. When I got back I applied for local outfits and was persistent on how interested I am in joining their team. I got on with an outfit that performs a majority of its work in XXXX and local. Upon hiring there was no mention of medication being an issue I took the meds and my performance was fair and improving as I was still in learning of the new career. The employment didnt last long as they ran out of work. I began calling local companies until my repeated calls got me in. I started building confidence. This new company involved working locally which was great yet sadly didnt work out as their workload got reduced had to shorten the stack and beings I was on top my employment only lasted 6 months. I refused to give up.. started making more calls. I found myself going back to the south in XXXX again with another outfit. I started working for a outfit right away, I was drug tested and no mention of XXXX wouldnt be an issue. This is where Im coming into conclusion of this letter shortly. Comes to find out that in order to perform proper tasks that are high risk involving a different environment where pressure is involved XXXX is strictly prohibited as it influences going under pressure ( underwater ) and could pose as a dangerous condition and is completely unacceptable. That being said my career to try to become a XXXX XXXX was not going to work ending in XXXX as I wasnt informed this prior to going to school that there was an issue in this matter. Fast forward to today and 11 years later Im married with XXXX kids and XXXX on the way in XXXX I have a home, car payment with lots of debt lifestyle with a family. Im working in a new career that has benefited me substantially as my medication is not an issue and Ive excelled very high in this career. In these days Ive had my roller coaster of financial difficulty at times but been able to keep up to keep a roof over my family and a safe means of travel. Moving forward to conclude this reason for my letter as mentioned prior totaled disbursed amount was {$15000.00}. To this date I have paid according to records obtained Ive paid in the course of 11 years making Ive paid a total of {$15000.00} and according to account website that Ive paid {$10000.00} in interest and {$4600.00} towards principal giving me the total mentioned above yet my current balance owed is {$15000.00} today with a obvious no end in sight. Why is this? Why isnt my balance around {$10000.00} if {$4600.00} was applied to principal? Ive had this loan for way to long its a massive burden on my financial situation as Ive got way too many expenses as it is and need some debt relief, my request is to forgive and close my debt. Im having difficulty saving for retirement and to be able to set aside something for a rainy day is my goal and at this moment its rather difficult. I thank you very much for you taking the time to read this and I hope to hear from whomever soon to give relief in this matter. Thank you
Company Response:
State: WA
Zip: 98201
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: AES slash p h e a and XXXX XXXX XXXX reporting that I was making payments to them and then I stop making payments for 10 months showing 30 late payments on three different loans that are duplicates from three other different Loan Servicing Company which are all paid off including the ones held by these people who say that I made 30 payments. The loans were in deferment during this time and there's no way that I wasn't making the payments because they were in deferment. I wasn't making any payments so therefore there couldn't have been any late payments before or after the loans have been paid in full. I've disputed the loans with XXXX and XXXX and they're still showing up on three of the XXXX XXXX XXXX has 10 late payments on each loan totaling 30 late payments which is hurting my chance to rent an apartment and buy a car because of the late payments. I had a loan of XXXX one for XXXX and one for XXXX and they've all been paid off satisfactorily through XXXX. I never made a late payment!
Company Response:
State: CA
Zip: 93705
Submitted Via: Web
Date Sent: 2018-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-09
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: In XX/XX/2018, I had my loan service switched from XXXX XXXX XXXX to XXXX in order to be eligible for loan forgiveness via income driven payments. The first payment that was due in XXXX was applied by a XXXX representative, over the phone using my credit card. After that first payment, I started to make payments online. All of my payments have been paid on time, actually early, and I always pay the full amount of {$370.00} and apply the payment to all loans. All of a sudden, in XX/XX/2018, I received a message that I had a past due amount of {$50.00}. That's impossible when I consistently pay {$370.00}, on time, every month. So I called the company to ask why I owed {$50.00}. I talked to two different representatives in which I did not get clear answers. Then I receive an email saying that I over paid on one of my loans. Which again is impossible because I consistently pay {$370.00} on time every month and apply the amount to all of my loans. I don't pick which loans to pay on. I call the company a second time and a lady says she would submit a request to have my payment reapplied. The next thing I know, my loan status is now in forbearance. Again, I call the company asking how and why I am in forbearance. I was told I asked for forbearance, which I didn't. I explained to the representative that I would not ask for forbearance because the sole reason for switching to XXXX XXXX was to be eligible for loan forgiveness. Accounts in forbearance are not eligible. During this phone call, two representatives go back and forth trying to figure out why I owe {$50.00}. They then end up telling me I paid on all my loans except the one that is past due and that I asked for forbearance. I then told them that was not the case and there must have been a misunderstanding somewhere in the phone call with the last representative. I tell the representative to take me out of forbearance. She said she would and then transferred me to someone else to make a payment of {$50.00} which I wasn't going to pay. I ask the next representative, again, why do I owe {$50.00}? She ended up saying she did not know and that it was confusing since I have been making appropriate payments, so she submitted another request to fix my account. Now, for the month of XXXX, it still says I owe {$50.00} plus the regular {$370.00}, but there is no past due message. I also notice that I do not even see that my past payments were credited to my qualifying 120 payments for loan forgiveness. I just need answers, I need my account status to be corrected, and I need my payments to qualify.
Company Response:
State: NC
Zip: 27360
Submitted Via: Web
Date Sent: 2018-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This is my third attempt to get information related to my payment from XXXX XXXX. For more than the last year my normal monthly payment has been {$370.00}. However my situation has changed due to divorce. XXXX is also a new servicer for my loans as the loans were transferred to them after I applied for the Public Service Loan Forgiveness program. My first attempt to re-certify an income driven repayment plan with XXXX was denied and I was informed that my payment would go to {$610.00}. Because my financial situation had changed I believed this had to be wrong. I resubmitted a second IDR request and after filing a complaint with CFPB, the second time it was approved, with communication that my payment would now be {$53.00}. There are two things that I would like to get explained ; First of all there are discrepancies with XXXX in what the companies web page says I have paid. The payment page indicates that the last payment I made was for {$140.00}. This is not correct. My bank statement and a downloaded payment history from XXXX indicate that I have paid the normal amount in full every month, including XX/XX/2018. {$370.00} was debited from my account in XX/XX/2018, so I need an explanation for why they say I only paid {$140.00} or if is an error I would like it corrected. Second, after being approved for and IDR and getting a letter that my payment was now {$53.00}, my payment for XXXX inexplicably changed to {$420.00}. I would like this explained. My ability to pay that amount as a single parent has become more challenging. I do not understand why this months payment would increase from {$370.00} to {$420.00}. If it was reduced from {$610.00} why only to this new amount of {$420.00}? Why did the amount not go down to the approved IDR payment of {$53.00}, or if it was to remain the " normal '' amount for the month of XXXX why is it not the {$370.00} I have been paying monthly for more than a year? If the {$420.00} is the correct payment amount then all I want is an explanation for why that is the case, but instead the company appears to be avoiding communication with me, forcing me to pay a higher than normal amount or be delinquent, which for me is not an option. I want to pay back my loans, but I also want to be treated fairly and to make payments that are reasonable based on my income. As I have said this is my third attempt to get these questions answered. Because of the nature of my job it is hard for me to call during business hours, so I have been trying to use the email feature provided by XXXX and have not so far seen any response. I did promptly get a letter within a week in the mail on approval of my IDR request indicating the new payment of {$53.00}, and it said that another mailing would arrive with more details. Several weeks have passed and I have not so far received another mailing. I do not understand why it is taking so long and all I want is a reasonable explanation of the payment and the discrepancies. I feel like the delayed explanation, poor communication, and other problems are deliberate and I no longer trust my service provider to treat me fairly.
Company Response:
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2018-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Student loan duplicate information in credit report many times
Company Response:
State: MA
Zip: 01020
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been out of school since XX/XX/XXXX and have made every attempt to pay back my outrageous student loans/interest. In order to help in my efforts, I enrolled in an income driven repayment program. Since I have made enough payments to be forgiven my loan debt I applied for forgiveness. I received a letter stating that though I made over 120 payments as required and work at the approved employment sites only TWO of my payments would count towards loan forgiveness because instead of paying {$55.00} ( for an example ) I'd pay $ XXXX because I rounded up. When I called to complain they reviewed it and sent another letter in XX/XX/XXXX stating my payments that were approved went from TWO to SIXTY because they only manually go over your application, versus the initial electronic review, once calling and filing a complaint. When I called to ask why only sixty payments were approved I was told it was because other of my payments made were only for the amounts I was billed, which means, for example, when I paid {$56.00} instead of {$55.00} for the month of XXXX and now my XXXX bill reflects a minimum payment amount of {$55.00} ( because of the excess change from the previous month ) instead of {$55.00} and I paid what I was billed, that payment is ineligible. Absolutely absurd and ill-informed about any rules or regulations. Nothing is on the site to indicate such and it is not common knowledge!
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: For years I made payments on my student loans through XXXX. Then one day I got a phone call from a XXXX XXXX, a customer service representative for XXXX XXXX. He started to give me a sales pitch on a public service loan forgiveness program for people who work in the public sector. He explained that I would have to reapply every year and there would be a {$100.00} fee to do that and then there would also be a monthly {$19.00} fee involved as well. I found this a little strange and immediately felt uneasy. He also said the requirements of the program were to make 120 timely payments and the remainder of my loan balance would be discharged. This interested me as my loan total is approximately {$75000.00}. So, I decided to go forward with getting signed up for this new program and having my loans transferred from XXXX to XXXX XXXX. I called my bank today, XXXX XXXXXXXX XXXX, to get the date of when I first started making payments on my loans on this new program. The representative gave me a date of XX/XX/XXXX and an amount of {$130.00}. On XX/XX/XXXX that payment was increased to {$240.00}. So, in essence, I have been making monthly, timely payments on this new PSLF program since XX/XX/XXXX, but it feels like my money is going nowhere and my balance has hardly gone down. Something just doesn't feel right. When I recently recertified, I did not provide supporting documentation with my application ( proof of income ), so I got an email saying my payment was going to go up to {$910.00}. I was outraged by this and sent them a copy of my paystub. They responded that they received my supporting documentation, but I STILL keep getting responses saying that balance of {$910.00} is due, but I have continued to make my regularly scheduled payment of {$240.00}. Can someone help me or tell me what is going on?
Company Response:
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: AES is illegally harassing me on the basis of loans being less than 60 days past due. I have sent them correspondence electronically warning them that I do not wish to be contacted more than necessary, if at all. In addition to this, I also get letter correspondence sent in the mail excessively. The current balance on the account includes 3 months of payments ( {$540.00} ), 2 of which are past due ( {$360.00} ). 2 months of payments will be paid as of XX/XX/XXXX ( {$360.00} ), and this payment is currently scheduled, however I continue to get repeated phone calls disrupting my daily routine. Even if lenders require that contact be made in the event of delinquency, if AES does not obey the law over an agreement between a borrower and lender, then AES should be fined damages for breaking federal and/or state law. I'm not going to tolerate this behavior any longer. I've been speaking to litigators, and they are advising me that I have the right to force AES to stop contacting me on a more than usual basis. This also includes making contact with all cosigners. Some additional problems with AES continue to surface and can easily be found all over the web. This should give the CFPB some insight into how deceptive and sinister this company is. Here are a few complaints : ***1*** American Education Services , AES, has terrible customer service. After a customer service representative told me erroneous information about a modified graduate repayment system ( MGRS ) that it would A ) not use forbearance time, and B ) bring the account current and not make another payment due for 2 months I immediately received a bill due in two weeks ( not two months ). I called AES 13 times, and sent them an email which they assured they would respond to within 48 hours. They NEVER did, when I finally reached them via phone they denied everything and said it was my fault for delinquency. They customer service rep eventually hung up on my telling me he did not care about the inconsistencies within the company and about the companies reputation because all that mattered was that I repaid my loan because I borrowed the money. ***2*** Three times I have sent in advance payments for my loans which will pay off the loan. I had Unsub and Subsidized loans. Every time, they applied the payments incorrectly and spread the payment throughout ALL THE LOANS INSTEAD OF TARGETING THE HIGH INTEREST LOANS. I specified how I wanted payments to be applied very clearly. They are not honest. ***3*** We took a student loan for our daughter over 10 years ago and started paying on a {$13.00}, XXXX loan. We have been paying on this loan since XXXX with a brief respite because our daughter went back to college. Of all these years of paying on this loan we still owe these bandits over {$10.00}, XXXX. I've even paid additional money on the principle which they do not apply to principle. Also they finally sent me a transaction list and some months 90 to 100 percent of the payment goes to interest. I'm not sure where to go with this information. I can't imagine buying a car for {$13.00}, XXXX and taking 20 years to pay it off! These loans are set up to make students fail unless they can pay off in a lump sum some how. If we'd have known more about this company we would have looked elsewhere! ***4*** I am on social security XXXX and do not remember co-signing a loan for my son. These people are worse than the XXXX. They are causing me all kinds of health issues. I tried helping my son by paying over 7 years at XXXX a month. The loan has now exceeded the amount of the original loan. It is like pouring money in a sand hole. It never stops. Is there anyone or anyhow to get help. I think this is despicable. Immigrants get free education and we get the shaft. Is there any way out of this mess? Our country wants educated people, but they will never outlive these horrid loans. I am at a loss. Has anyone ever figured a way out of this mess? Please let me know.
Company Response:
State: PA
Zip: 17522
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX has significantly undercounted my repayments made under the Public Service Loan Forgiveness program. They have also mishandled the Income Based Repayment ( IBR ) process, forcing me into forbearance against my will. According to XXXX it takes 7-10 business days to process the IBR paperwork but up to 1-2 billing cycles to apply it to my account. That's a ridiculous time lag and is forcing me into a forbearance program when there's no need for one.
Company Response:
State: CA
Zip: 92707
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A