Date Received: 2018-08-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I recently received an accounting of my student loan payments under the Public Service Loan Forgiveness Program ( PSLF ). It took more than 2 years, and 2 formal complaints to force XXXX to complete this accounting. I have two outstanding matters that have not been addressed : ( 1 ) my payment in XX/XX/2017 is listed as being LATE which is not correct ; and ( 2 ) my payment of XX/XX/2017 was for {$1300.00}, nearly 3x 's my normal monthly payment on the income-based repayment plan. ISSUE 1 : I did a direct consolidation to qualify for PSLF and my loans switched from XXXX to XXXX on XX/XX/2017. As such, I was not prompted to PAY my monthly payment to XXXX until XX/XX/2017, which I did timely and promptly. Because the date of payment was due to my loans switching from XXXX to XXXX and not because I was late, the XX/XX/2017 payment SHOULD be counted as timely and count toward my PSLF forgiveness. ISSUE 2 : In XXXX of 2017, I was forced to pay {$1300.00} OR XXXX would report me as delinquent to credit reporting sites. No one at XXXX could explain why XX/XX/2017 's payment was more than my normal amount. A supervisor verbally told me my account would be credited with the extra payment, but no one has responded. Due to the fact the CFPB is the only avenue by which to get XXXX to respond to me, I would like another complaint issued to rectify these two payment discrepancies. XXXX is the worst company I have ever had the pleasure of dealing with. The only way an accounting of my past student loan payments was completed was by filing formal complaints with the CFPB and US Department of Education.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-01
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: XX/XX/18- Is when I saw that my loan company is corrupted and it has been report on XXXX XXXX XXXX , that they are dropping the loans from AES . I have AES, they will not work with me on forberance, on lowering my payment, they keep raising the payment and it is getting harder for me to pay. There was a time they told me I never paid them and I did so I had to pay them again. Another time they got my loan mixed up with someone else 's loan. My main issue is that they would not work with me so I can pay them back. My second issue is that now that they are all over the news I need help and guidance how to fix this issue. The XXXX XXXX XXXX reported Monday that judges around the country have dismissed dozens of lawsuits against delinquent borrowers because the entity bringing the suitswhich purchased loans from other originating lenderscant produce paperwork to prove it owns the debt. Sometimes, explains student loan expert XXXX XXXX, such issues have arisen because documents have gone missing, particularly for older loans where actual hard copies were transferred. In other cases, he says, there are basic misinformation or data input mistakessuch as mixing up borrowers names or Social Security numbers. They also dont usually provide proof of the transfer of the individual loan from the bank to the Depositor to the Trust. American Education Services ( AES ), the loan servicer that manages XXXX XXXX debts. If youve gotten collections notices from XXXX or bills from AES, theres a chance XXXX XXXX holds your student loan.
Company Response:
State: NY
Zip: 10705
Submitted Via: Web
Date Sent: 2018-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I recently had my loans transferred to XXXX after applying for the PSLF progam. I submitted my application in XX/XX/XXXX. My loans were transferred from XXXX to XXXX in XX/XX/XXXX. When I received my first bill from XXXX it said that I had made 0 qualifying payments for the PSLF program even though I have been repaying my loan since XX/XX/XXXX. I called XXXX in XX/XX/XXXX to see why there were no qualifying payments and they said that they would open an investigation, but that it could take 60 - 90 days to get the information and add it to the account. I called XXXX again on XX/XX/XXXX to check on the status of their investigation. I was told that it was still an open case. I asked to talk to a manager so that I could get a better understanding of where they were in the process. The manager told me that 60 - 90 days is not possible and it may take two years to determine the number of qualifying payments being made. Meanwhile, they have not even counted the payments I have made through XXXX as qualifying payments. Obviously, I am shocked by the two year wait time. We are supposed to resubmit verification every year, but it takes two years to process? I am extremely concerned that the payments will not be counted, that I am on the wrong plan or that when my ten years of payments are made it will take a few more years to process. If payments are not being counted, I can not wait two years to find out. I am a XXXX XXXX XXXX and the cost of my loans is excessive.
Company Response:
State: MN
Zip: 55117
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have a federal consolidated student loan that is serviced by Pennsylvania Higher Education Assistance Agency dba XXXX XXXX. The loan was consolidated in XXXX, but XXXX XXXX maintains the consolidated loan as two loan sequences : a subsidized student loan and an unsubsidized student loan. I have been an XXXX XXXX service member in the United States XXXX since XX/XX/XXXX. I am currently under an income driven repayment plan called Revised Pay As You Earn, which was created by federal law. The Department of Education reviews my income on a yearly basis and determines my monthly repayment amount based on my previous year 's income tax returns. I have also been submitting periodic requests to certify the number of qualifying payments that I have made towards a program called Public Service Loan Forgiveness. Because I am a service member, my interest rate is capped at 6 %, which is a requirement under federal law. I have three main issues with XXXX XXXX, which I have tried unsuccessfully over the last two years to resolve directly with them. ( 1 ) XXXX XXXX is miscalculating the amount that I owe on my student loans and overcharging me. Within the last four years I have paid approximately {$53000.00} towards my student loans, however, the total amount that I allegedly owe on the loans has increased approximately {$25000.00}. Approximately {$45000.00} of the amount that I paid was applied directly to the principal of the loans because the Department of the XXXX has made yearly payments on the loans of approximately {$15000.00} per year, which must be applied to the loan principal per XXXX policy. As of 6-months ago, XXXX XXXX XXXX own billing system online indicated that the total amount owed on the loan was {$200000.00}. Now, their billing system states that I owe {$250000.00}. This increase is inexplicable. I have continued to make payments and not requested additional student loans. According to XXXX XXXX, they improperly capitalized the outstanding interest on the loan reasoning that I did not submit my yearly recertification request within a timely fashion, which is incorrect. I attempted to use FederalStudentAid.gov repeatedly to submit the request electronically, then I switched to submitting a paper application that I completed by hand and uploaded to the XXXX XXXX website. I have evidence of my numerous attempts to submit the yearly recertification application. Therefore, the capitalized interest should be removed. ( 2 ) XXXX XXXX does not calculate my monthly repayment amount in a timely fashion after I submit my yearly request to recertify under an income-driven repayment plan and places me into forbearance -- or forces me into forbearance -- where I am not able to make qualifying payments towards Public Service Loan Forgiveness and interest is capitalized to my loan principal. In XX/XX/XXXX, I submitted a request to recertify my monthly repayment amount under the Revised Pay As You Earn Plan. XXXX XXXX acknowledge receipt of my application, but -- without my consent -- XXXX XXXX placed my loan into forbearance while they processed my application. I called XXXX XXXX and requested that they remove the forbearance so that I could make a qualifying payment for purposes of Public Service Loan Forgiveness. XXXX XXXX indicated that they could not do that for the current billing cycle and I missed the opportunity to make a qualifying payment in XX/XX/XXXX. Then, in XX/XX/XXXX, I again submitted my yearly request to certify my income to determine what my monthly payment amount was under the Revised Pay As You Earn plan. As explained previously, I used StudentAid.gov to submit electronic requests. XXXX XXXX stated that they did not receive my request, even though I continued to submit it electronically -- at least 5 times. I also received notices from the IRS stating the my XXXX income tax information was provided to XXXX XXXX to calculate my monthly repayment amount. Eventually, it appeared that the electronic system was not working properly. I then uploaded a paper version of the yearly recertification to XXXX XXXX XXXX website. The loan servicer took several weeks to review my request and then denied it stating that they did not have information about my XXXX income. They then capitalized all of the interest owed on the loan to the principal and increased my monthly repayment amount from {$270.00} to approximately {$2800.00}. They stated that I did not submit my request for yearly recertifying of my eligibility for income-based repayment in a timely fashion -- similar to what they did in XXXX. I resubmitted the form to them electronically and requested to attach my income tax information for my XXXX income taxes from the IRS. I then called XXXX XXXX and they told me that my only option was to place the loan into forbearance so that they can have additional time to calculate my monthly repayment amount under the Revised Pay As You Earn Plan. They read me some disclaimer stating that by placing my loan into forbearance ( so that they have an opportunity to process my income-driven repayment request ) they will capitalize all of the interest to the loan principal. I stated that I did not approve of them capitalizing the interest and that I was disputing the monthly payment amount of {$2800.00}. I am still attempting to resolve this issue with them. They have not processed my pending request to recertify my monthly repayment amount and my account is displaying that it is delinquent. Their servicing issues have been forced upon me and they are attempting to force me to pay more than 10x the amount that I was certified to pay based on my Adjusted Gross Income from XXXX and I have attempted in good faith several times to submit the IDR request to recalculate my monthly repayment amount under the Revised Pay As You Earn Plan. ( 3 ) XXXX XXXX continues to charge me more than what is authorized by law under the Revised Pay As You Earn plan and the monthly repayment amount calculated by the Department of Education and states that my account is delinquent if I do not pay more per month than my certified monthly repayment amount. In XX/XX/XXXX, the Department of Education calculated my monthly payment to be {$250.00}. I paid this amount in a timely fashion every month. Then. in XX/XX/XXXX, the Department of the XXXX made a payment of approximately {$15000.00}, which brought the principal balance owed under the unsubsidized loan sequence down to XXXX. The unsubsidized loan sequence still had an interest balance of approximately {$700.00}. Once the principal balance of the unsubsidized loan sequence went to XXXX, XXXX XXXX XXXX billing system started to stated that I owed more per month than {$250.00}. Every month, I made additional payments to try to get the billing system to correct this error. I also called XXXX XXXX repeatedly and requested that they correct the billing error. Then, in XX/XX/XXXX, the Department of Education calculated my monthly repayment amount again to be {$270.00} per month. I started to then pay this amount, and XXXX XXXX XXXX billing system continued to state that my account was delinquent. I continued calling XXXX XXXX in an attempt to get them to correct my account and reimburse me the overpayments that the system was improperly demanding that I pay. XXXX XXXX failed to correct the issue. I started paying {$280.00} per month because that was the only amount that appeared to maintain my account as current in their billing system -- even though my monthly repayment amount was supposed to be set at {$270.00}. I then submitted a request to certify the number of months that counted towards my 120 payments for purposes of Public Service Loan Forgiveness, and XXXX XXXX did not include qualifying payments that I made towards the loan because their billing system was not functioning properly.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted my income based repayment certification through studentloans.gov. Loans serviced by AES were decertified with no issues. XXXX asked for more information, which I sent. After two unanswered emails about the status of my recertification, XXXX said they needed another document. I sent it and my recertification was approved for the amount of {$140.00} per month. However, my bill for XXXX was posted and it is for {$450.00}. I have emailed XXXX twice about the issue and have not received any response. I can not call because I have XXXX and do not have a XXXX. I have not yet paid the bill because I can not afford to and I dont want to mess up my qualifying payments for PSLF.
Company Response:
State: PA
Zip: 15642
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been making payments through the entire deferment stage. On XX/XX/2017 I called American Education Sercive ( AES ) to share that I made a payment on a deferred loan on XX/XX/XXXX. My deferment ends in XX/XX/XXXX. I asked, " How was the payment used, that I have a loan payment due and an interest rate payment due in XX/XX/XXXX. " ( See attachments ) XXXX employee number XXXX shared that the payment was not used to pay the interest rate that is due but placed on the unsubsidized accounts. I asked if there was an online format to pay the interest to prevent the addition to the principle and was told no. When asked if there was a way to have the payment applied I was told to send a letter. I asked if I should send a payment with the letter and it was repeated to send just a letter. The pleasant tone diminished when asked why a format does not exist online to pay the interest to prevent having an additional amount accrued to the principle and should I not send a payment with the letter? I was then told, yes send the document that says that " this is not a bill '' and to add a letter to ask that the amount sent in the mail should be applied to the interest. This mode of payment is not transparent when looking through the website. I was then asked if there was anything further that I needed and when responding no, the conversation ended. The site has a makeover, but no format to prevent the interest from being added to the principal when the loan comes out of deferment. I am working to pay off the loan and have the only option of the snail mail version without feedback. I do not see where I would receive notification that this payment was made unless I check my checking account for the canceled check and to double check the accounts to make sure that the balance does not have an increase. There should be a more effective way for this portion of payment when returning from a deferment.
Company Response:
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2018, I made a {$5000.00} payment to my loan. This payment is not a monthly payment, as my loan is currently in deferment while I attend school. It is an extra payment. I have asked via phone and submitted via letter standing instructions for all extra payments to be directed towards the interest of my unsubsidized loan, followed by the principle of my unsubsidized loan, followed by the principle of my subsidized loan. Despite this my payment was automatically divided up between my direct subsidized loan and my direct unsubsidized loan. On XX/XX/2018 I called XXXX XXXX and spoke with a representative requesting that my payment would be distributed in the order specified above ( first to the unsubsidized loan components, then any remainder towards the unsubsidized ). Because the {$5000.00} payment was more than the remaining balance of principle and interest on my unsubsidized loan, I asked the representative to ensure that the unsubsidized loan balance would be paid off in full. She confirmed that this would be done. Shortly before XX/XX/2018, I noticed that the XX/XX/XXXX payment had been redistributed. {$4300.00} had been applied to my unsubsidized loan and the remaining {$620.00} was applied to my subsidized loan. However, my unsubsidized loan still held a balance of {$100.00} principle and {$1.00} interest. On XX/XX/2018, I called XXXX XXXX to ask why the XX/XX/2018 payment was not distributed according to my instructions and had an unsubsidized loan balance remaining. The representative said that my instructions were clearly stated in the call request and she did not know why the balance was not reapplied as I instructed. I spoke with a supervisor who flagged the issue and sent it to the accounting team. She assured me that my payment would be correctly distributed and visible in my account within 1-2 days. After a week the payment has still not been applied according to my instructions. The unsubsidized balance continues to accrue interest and carries a {$100.00} principle.
Company Response:
State: OH
Zip: 431XX
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: After dismissing an adversary proceeding XX/XX/18, I was told by attorneys including AES attorney that they would work with me regarding paying back loan. I am currently unemployed. AES only agreed for reduction of payments for 9 months MGRS which is not helpful. The interest accumulates. I have other private loans. I asked for another solution and AES said nothing else was available. My loans went back to XXXX Bank the original lender. XX/XX/18 XXXX offered forbearance but the form had to be mailed to me. XXXX XXXX XXXX from XXXX put account on hold waiting for forbearance. I filled out the form and faxed it to AES on XXXX as I was advised to and was told again by AES that forbearance was not available. XX/XX/18 received letter from AES that forbearance was approved. XX/XX/18 spoke to XXXX and told her my credit report was showing delinquent but my loans were in forbearance from XX/XX/18 to XX/XX/18. I am constantly given the wrong information by AES even though they escalate the call. I was told by AES that XXXX bank didn't know that I had no options available.
Company Response:
State: TX
Zip: 75089
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-29
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I have applied to have my loan consolidated two times with XXXX XXXX, and they have not taken any action to consolidate my loans. Every time I try and call in, they hang up, and the monthly bills are vastly inconsistent, and extremely high given my income. I have been denied my applications to move to other payment plans such as XXXX, due to bills not being paid due to the fact that I never received these bills ; they simply appeared after the fact in the system.
Company Response:
State: UT
Zip: 841XX
Submitted Via: Web
Date Sent: 2018-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: There was not a specific option for my issue. My daughter went to college, I co-signed her loans. She failed to pay the so I am stuck with them. One specifically is being paid to XXXX XXXX, they were in the middle of a lawsuit/settlement due to not being able to provide proof that they in fact own the loans. I have never seen a document from them proving that I in fact own them the loan? Amount is around 40, 000?
Company Response:
State: MO
Zip: 65810
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A