Date Received: 2018-07-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have made 44 qualifying public service loan forgiveness payments. However, XXXX XXXX is only qualifying 25 payments because they say a. ) I was not employed from XX/XX/2015 until XX/XX/2015 when I was and have submitted that evidence and b. ) I was in " paid ahead '' status and did not apply my extra payment to principle so they could disqualify my payments for the last several months.
Company Response:
State: KS
Zip: 66106
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: For the last 10 years I've had my Federal student loan serviced by XXXX. Never did I have any issues with them. Last month they switched over to American Education Services or AES. AES sent me 1 letter saying the loan was going to switch to their company and that I shouldn't have to do anything additionally. I have automatic payments applied to this loan. {$240.00} comes out of my bank account on the XXXX of every month. AES took over my loan beginning of XX/XX/XXXX and they took out {$240.00} on XX/XX/XXXX as they should have. Then I noticed another charge of {$240.00} come out of my account on XX/XX/XXXX. There was no authorization and no notice of an addition payment to be made, it was very quietly taken from my account. After contacting AES they said there must have been an accounting issue on their end and it would take 7-10 business days to refund that payment. I contacted my bank to refund that payment immediately and was hoping to be done with the ordeal. Then, yesterday, XX/XX/XXXX I received an email from AES saying my account was delinquent and I owed them {$490.00} on my account. I contacted them immediately and asked them why they are requesting a double payment after having taken out my regular payment on XX/XX/XXXX. They claimed to have refunded both my XX/XX/XXXX payment ( which had already been paid ) plus the mistake they made on XX/XX/XXXX. Because of their mistake my account is now considered " delinquent '' which I've never had for the entire 10+ years of my loan. Not only do I have to make sure I have those funds corrected in my account but I have to hope my XX/XX/XXXX auto payment is taken out correctly and a double payment is not charged again. I did not want my loans to transfer to another company in the first place and I'm very disappointed with AES and their accounting practices, intentional or not. If these issues continue to occur I think American Education Services should be investigated for predatory practices.
Company Response:
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX my loans were transferred to XXXX from XXXX because I signed up for the Public Service Loan Forgiveness Program as a XXXX XXXX. In XXXX they notified me that my monthly payment would be over {$850.00} which I can not afford ( I was always paid ahead on XXXX and never had such a high payment, but that started over with XXXX ). I switched to the PAYE program in XXXX and request a reduced payment forbearance ( {$5.00} ) for XXXX. They sent a letter stating they would send a bill for {$5.00} but NOT to pay the {$5.00} until I received the bill. I waited and waited. Twice I called XXXX to see where my bill was but they insisted that I should NOT pay the {$5.00} until I get the bill otherwise it would go towards my balance and not towards the change in payment plans. I never received the bill. I have screenshots and proof that I never received the bill. Eventually, on a third attempt to contact XXXX to ask where the bill was, the customer service rep I spoke with said my bill was overdue and I was disapproved for the PAYE because I was late paying the bill and would now go back on full standard payment schedule. I protested and they said they would resubmit the payment plan request. However, because I was " late '' paying the bill, I could not afford the XXXX bill of {$850.00} so I had to request a forbearance again. After this forbearance ended, XXXX capitalized my interest in the amount of {$720.00} on XX/XX/XXXX. I again protested that it was the fault of XXXX that I was late paying my bill and thus forced to request a forbearance. The manager I spoke with that day agreed and submitted a request to the U.S. Department of Education to reverse the interest capitalization. The request was submitted XX/XX/XXXX. It was approved XX/XX/XXXX. Several customer service reps I spoke with all acknowledged the approval. I have it in writing that they acknowledged it. First I was told that it would take 30 days to show on my account. After 30 days and no change, I called again. Then I was told it would actually take 90 days to reflect on my account. After 90 days I called again. Then I was told that they could see the approved reversal in the system but that there must be an issue causing it not to reflect on the account. We are now in XX/XX/XXXX. The person that day told me it would take about 72 hours to reflect on my account and that she would call me back in a week. A week goes by with no call. I call again and was told that if someone said they would call me back that I should wait until I get a call back. After another week and some change I called on XX/XX/XXXX. At this point, the woman on the phone told me that a review was completed on XX/XX/XXXX and that my request to reverse the interest capitalization was denied. After being told several times by customer service representatives since XXXX that the request was approved and will be reversed soon, that it was a matter of time or a matter of a technical glitch, I was being told completely opposite information that it was denied. I never at any point received correspondence or an explanation about the request, the decision, what to expect, or what the next steps were throughout this entire process and all correspondence on the issue was initiated by me. Every month that the interest capitalization is not reversed despite it's approval, I gain interest on a principal amount that is inaccurate due to the XXXX system never sending me a bill in XXXX. It has been 5 months now which means the {$720.00} has accrued {$180.00} in interest and will continue to collect interest until it is resolved. The lack of communication and random unexplained sudden denial of a process that was approved back in XXXX is unfair, inaccurate, and quite frankly is just pure theft.
Company Response:
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: In XX/XX/XXXX I took out a spousal consolidation loan. The original balance was {$50000.00} with monthly payments of {$220.00}. The loan was a graduated loan that went from {$220.00} to {$900.00} and I was unable to pay the loan as I and my wife were working for XXXX. The loan went into default and the balance was accelerated from {$50000.00} to {$160000.00}. The current balance includes {$48000.00} in unpaid interest and over {$60000.00} in fees. My wife and I divorced in XXXX but the spousal consolidation can not be divided. My original student loan debt was {$17000.00} and my ex-wife balance was {$23000.00}. The terms of the spousal consolidation loan were not clear. The fees charged are usurious in nature.
Company Response:
State: GA
Zip: 30223
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been place under XXXX XXXX without my consent. My loans were originally under XXXX. I made payments to them starting in XX/XX/XXXX when my 6 month deferment period after graduation had ended. I enrolled in the Income Based Repayment Plan and made payments of {$130.00} monthly. I then had my loans transferred to XXXX XXXX from XXXX because I enrolled in the XXXX XXXX XXXX XXXX program. I was eligible through my employment at the XXXX XXXX XXXX starting in XX/XX/XXXX. I faced problems initially when my loans were transferred because they lost my XX/XX/XXXX payment and did not recover it till XX/XX/XXXX. But this was only the beginning and is not the main issue I am concerned about. I made payments of {$130.00} every month on time until XX/XX/XXXX when my account was put into XXXX XXXX without my consent. I qualified for deferment when I was accepted for my masters at the XXXX XXXX XXXX. However, in NO way did I want my loans put into deferment as my interest would begin to capitalize. I am also capable of making the payments. So why would XXXX XXXX put me into deferment with no authorization or reason to believe I could not make my payment? I have no idea and it seems neither did the agent at XXXX XXXX I called. She said this has been happening a lot and that it should not be without an application for XXXX XXXX. She said they will send me an application in 7-10 days to get out of deferment ... Of course during this time my interest is capitalizing. I am very concerned about this as it seems this is a VERY common issue with this loan servicer. Please contact me as soon as you can, I would be happy to speak more about this. I know XXXX is currently undergoing an investigation over this same issue.
Company Response:
State: FL
Zip: 34275
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I had a loan with AES opened 11 years ago. The delinquency started in XXXX..TEN YEARS AGO. The loan was charged off ( XXXX ). I have disputed this with the three bureaus and they left it on my file with a very generic excuse " we checked with the student loan entity and they said the information was correct ''. Apparently that is all that the CFPB does in XXXX for manipulation of dates and data by data providers. But the " last activity date '' of XX/XX/XXXX is seven years past the actual last activity..and even the bureaus historical data shows 120 lates back to XXXX. So this proves that their data is completely in error. This item is over the 7 year obsolescence time frame and needs to be removed from XXXX XXXX and XXXX as provided by federal law
Company Response:
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2018-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have applied and began the process of Public Service Loan Forgiveness ( PSLF ). XXXX XXXX is my payment servicing provider. I have made 18 payments according to my Income Driven Repayment ( IDR ) plan. However, XXXX 's records show that I only have 1 payment towards my 120 payments that are required for loan forgiveness. XXXX says that I was in some form of either forbearance or deferment and failed to count payments that I had been making since XX/XX/2016. Their reason for placing me in deferment was due to " we changed a deferment or forbearance that was previously applied to your loans because we received updated enrollment information. '' They placed me into deferment because I enrolled into University of XXXX XXXX XXXX night program. They did not gain my explicit permission to place me into deferment/forbearance. Their actions cost me numerous months off of my journey to loan forgiveness.
Company Response:
State: KY
Zip: 40503
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
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: They are many account open under my name and the account were transfer to one account, I been trying to delete all the repeat it account from credit report and leave the one that is open and current.
Company Response:
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This is my second CFPB complaint regarding the application of my monthly payments for the Public Service Loan Forgiveness program ( PSLF ). I have been making payments under this program since XXXX. I am 72 months into this program, but I was on forbearance for 6-9 months during that time. I have made qualifying, on-time payments on my loans for a minimum of 63 months. However, my most recent statement reflects anywhere from 30-52 months of payments. I make one payment every month that is disbursed to all my loans, however loans that have the same origination date have different PSLF qualifying amounts. Furthermore, loans that were transferred 6 months apart, have a 10 payment difference. It is clear that my payments are not being counted correctly. I have requested a manual counting of my PSLF payments since XX/XX/XXXX. To date, I have received nothing but excuses from XXXX XXXX XXXX as to why this still has not been completed. I have spoken with XXXX XXXX XXXX representatives on innumerable occasions who have advised they were putting in a request to escalate and expedite my 2 year old request. Furthermore, XXXX XXXX XXXX advised in the previous CFPB complaint that a manual review confirming the number of my PSLF payments would be sent to me under separate cover. Nonetheless, to date, I have received NOTHING! Finally, the previous CFPB response from XXXX XXXX XXXX said my loan was permanently removed from paid ahead status. Nonetheless, when I missed my XX/XX/XXXX payment due to an oversight, I received no notice or correspondence from XXXX XXXX XXXX. I called and spoke with a representative named XXXX on XX/XX/XXXX and she advised that my loan was still showing paid ahead even though there is a notation on the file that the loan should not be paid ahead. I had to make 2 payments in XXXX to get back on track for my payments to apply towards PSLF. I need to have a FULL ACCOUNT PAYMENT HISTORY detailing the following : the months my loans were on forbearance, what payments were applied to PSLF and what payments were not and why! I can not wait until the end of the 10 year program to get this information as it is clear that XXXX XXXX XXXX is having a difficult enough time counting my payments at this stage.
Company Response:
State: FL
Zip: 33323
Submitted Via: Web
Date Sent: 2018-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been sued and summons to court by XXXX XXXX XXXX XXXX. They tell me that they need money from me but cant explain how they got my loan. I took a loan out with XXXX bank for XXXX XXXX in XXXX. These people does not and has not showed how they got my loan. I went to court judge ask have you ever went to college I said yes he said well the debts valid. Ok if its valid can we prove how these people have rights to collect? And why hasnt chase sent me something? And why did it take nearly 8 yrs before these people came about? The judge did not want to hear any of my questions nor did he want these people to explain to me. I am up to XXXX XXXX plus at of 2 yrs ago it was XXXX XXXX how on earth did this happen? And how is it logical? And okay to do people this way? .the documents they showed the judges was my name on a list of I'm assuming it's my name with hundreds of others name. And they said this is how we own your loan and all these others. XXXX XXXX XXXX XXXX XXXX is definitely trying to cause me to go homeless and my children ripped from my arms because I do not have the necessary funds to take care of my children when having to be asked to pay XXXX month. Who are these people and why is this happening to me? I went to court in XXXX for this loan and here I am facing garnishments bank levies after things have been taken I'm notified. I've had tax intercept. I am so confused and need help to beat this case once and for all. I know these people are scams I know they are trying to XXXX the life out of me. I am trying to be a successful member of society. And if ever two yrs I'm tracked on nearly 10 grand to the balance. This means it will never end. I dont have this type of money. XXXX is suppose to sue or someone should show me where it was sold to this company with rights to ownership. I need help. Bad for this case.
Company Response:
State: OK
Zip: 744XX
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A