Date Received: 2018-06-07
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: On XX/XX/XXXX, I received an email from several student loan companies telling me it was time to re-certify for Income-Based Repayment. On XX/XX/XXXX, I filed re-certification paperwork with www.studentloans.gov -- copy of email verification attached. On XX/XX/XXXX, I received notification from American Education Services that the student loan re-payment paperwork was received from www.studentloans.gov -- copy of email attached. On XX/XX/XXXX, I received an email from American Educational Services that I was denied the request for income-based repayment, with no explanation given, and told to see an upcoming letter for the reasons -- copy of email attached. I recently received TWO letters on XX/XX/XXXX from American Educational Services, both arrived on the same day and both dated XX/XX/XXXX. The first letter stated that I was denied because " I applied too early '', the second letter once again stated I need to re-certify for Income Based Repayment given a due date of XX/XX/XXXX. Then rejected for " too early '' and told to reapply again with deadline. I called the company today on XX/XX/XXXX to discuss the issue. The customer service representative told me I should consider re-applying in XX/XX/XXXX!!!, because of some XX/XX/XXXX date in their system, despite the fact that the letter has a deadline of XX/XX/XXXX. I told the rep about the XX/XX/XXXX date and the rep said " try applying again end of XX/XX/XXXX and see if that works ''. Terrible! I have not had this kind of problem with ANY other student loan company. All my other student loan companies have received the same info from studentloans.gov at the same exact time in response to annual re-certification and approved my request with no hassles. I am greatly dissatisfied. People should not be treated this way and have to be at the mercy of random games played by a student loan company, when you have no clue what you actually need to do to satisfy their rules for Income-Based Repayment.
Company Response:
State: MI
Zip: 48823
Submitted Via: Web
Date Sent: 2018-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-07
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: All of my loans are consolidated, and are under one account number. In addition, this item was not previously listed on my credit report, information was given to a Credit Repair Agency and after reviewing my report after given out to the information to the agency, a review of my account, now show this item. Please remove this item, I do not want to lose a contract that I have on some property. Thank you in advance for any consideration that can be given this request.
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2018-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX I received an e-mail from XXXX XXXX that included my statement from last XX/XX/2017 because XXXX XXXX admitted to making mistakes on handling my loans so they were reversing the negative reporting they made to the credit bureaus last year. Two different XXXX reps verified that they would begin handling my student loans again which were in the process of being removed from ever defaulting or being late/delinquent in the first place. They said the process takes 7-10 business days at which time I will be able to login on to my old XXXX XXXX account online and make online payments etc. I explained I wanted to just pay the balance and the girl I spoke with said as soon the negative reporting gets reversed I will be able to go online and pay. I said thats great and was so glad XXXX finally realized its morally/ethically wrong to report student loans as negative/late/delinquent etc to the bureaus if the student is unaware theyre not receiving bills XXXX was supposedly sending in the mail. Ten days past so I called XXXX to follow up and a Supervisor who was extremely rude and belligerent handled my call raising her voice telling me not paying my loans is the reason my credit got bad. Can employees behave this way when we call with questions? She didnt give me explain my situation and when I explained two different reps verified two different times I called in that the negative reporting XXXX made on my student loans was being reversed she told me that they were not supposed to do that, they had no business doing that. I wanted to ask her what was so wrong that was making her so angry and rude towards me but this supervisor kept cutting me off. Now I am super confused as to what happened etc. Its so stressful and unsettling to know that XXXX XXXX will handle your loans however they feel depending on their emotional state? This supervisor told me its their word against ours/the students/families/consumers and apparently the consequences of how they handle accounts and treat people is irrelevant.
Company Response:
State: TX
Zip: 78739
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
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, XXXX and. I have always made my payments on time. For some reason I realized that there was a lat with no successful resolution. XXXX and XXXX are reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX-XX/XX/XXXX.
Company Response:
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, Today I received a call from a representative from American Education Services [ AES ]. The caller gave her name and an ID number and proceeded to ask me to provide my date of birth and other personal identifying information. She did not identify who she was calling from until I asked. In this day and age, I do not feel like any company should call me and ask me to provide my name or SSN without making it clear that they are who they claim.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX XXXX refuses to accept my certification of employment to calculate the correct amount of payments I have made towards the PSLF program. I have given them everything they ask for and each time they send me a letter with a list of new " Missing Information. '' I have have sent in the form 4 times. The last time I even attached a letter with it telling them they can contact my employer to verify but each time they say for me to have my employer contact them.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I contacted AES on XX/XX/XXXX, to discuss payment options. My loan is due XXXX. I owe approximately $ 100K. I am only working part time, driving for XXXX. I am, and have been seeking full time employment since XX/XX/XXXX with no luck. I am only earning approximately {$600.00} a month driving. I have rent to pay, which I currently split with a room mate. I have no extra cash this time. My parents are paying my car payment and insurance at this time, and helping me with living expenses. This totals around at least {$600.00} a month, and my mother is my cosigner on this loan. She does not {$1300.00} ( {$600.00} + {$730.00} ) to pay my expenses and pay the student loan. I was giving the option of {$730.00} per month, still due XX/XX/XXXX. I just need more time in order to find full time employment. I have no intention of defaulting, and really would like to be able to make these payments. I simply can not. I need assistance. Distraught over the large payment, I found your letter and forward it to them immediately after I contacted them via telephone. This is not my only loan. I do have another loan, a federal loan, where I can defer the payment. That one is around $ 35K. I have excellent credit, and would like to remain that way. A deferment at this time is my only option. After I called them, I sent the letter provided on your website, and this was the response. Monday, XX/XX/XXXX XXXX XXXX Thank you for contacting American Education Services ( AES ). Our records indicate that you have previously contacted our office in regards to your reduced payment. You may reply to this email if you need further assistance. AES APPRECIATES OUR MILITARY MEMBERS! Based on your service, you may qualify for a lower interest rate and/or deferment of your student loans. For additional details, please visit http : //www.aessuccess.orgXXXX If you require further assistance, please visit www.aesSuccess.org and click the " Contact Us '' link for information on contacting our Customer Service Department . The " Contact Us '' feature also allows you to submit inquiries via secure email. Through your online account, you may view account details and access additional services. Sincerely, XXXX American Education Services >> Original Message ... >> To Whom It May Concern : >> I am writing to you because I need to reduce my monthly private student loan payment due to a financial hardship. I am requesting a payment that allows me to meet my other necessary living expenses. I am only working part-time currently, but actively looking for full-time employment. >> Please conduct a review of my account to determine whether I am eligible for an alternative repayment plan. >> I believe I can afford to pay {$100.00} per month toward my loan ( s ). If you require details on my monthly income and expenses, I can provide that information upon request. >> If you require additional authorization in order to reduce the amount of my monthly payment, please consider this letter a written request that you contact my lender or other authorized party to conduct a review of my account and provide a response within 15 days of receipt of this letter. >> If you do not grant this request for a reduced payment plan, I will be at risk of default. If I receive a reduced payment plan, I may be able to avoid default, which is in the best interest of all parties. >> If you determine that you are unwilling to provide a reduced payment plan, please provide the following information : >> 1 ) What available reduced payment options do you offer other than forbearance? >> 2 ) For what reason ( s ) am I ineligible for these repayment programs? >> 3 ) What steps do I need to take to qualify for these repayment programs? >> In addition, if you are unable to provide any of the information or documentation I have requested or otherwise can not comply with this request, please provide an explanation. >> I hope we will be able to agree upon an acceptable repayment plan. >> Thank you for your cooperation.
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2018-06-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On my account through XXXX XXXX XXXX there is record of payments being made from XX/XX/XXXX on time every month through XX/XX/XXXX. On my credit report it continues to state that I have not made a payment. I have asked them to fix this and they are saying its past due which is not the case per the record of payments posted on my account summary on their website.
Company Response:
State: WA
Zip: 98362
Submitted Via: Web
Date Sent: 2018-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2017 thru XX/XX/2017 XXXX reported on my credit report delinquencies. I was XXXX due to a flooding at my place. I informed XXXX prior what took place and they informed me I would be put on an deferment. Instead they reported me as delinquent. I called XXXX to report the inaccurate information on my report. The company ignored my request and referred me to another company XXXX. Misleading me in the wrong direction. Constantly transferring me to different members only to say go online and dispute the matter. I went online and the document isnt on their website. I called them back and reported my findings and they informed it was there. I went through every step necessary only to start back at the beginning. This has affected me majorly where I cant help my XXXX mother nor myself. The company has reported inaccurate results on my report and its not fair nor right to do consumers that way. I need help correcting the matter. I dont know what else to do.
Company Response:
State: GA
Zip: 30340
Submitted Via: Web
Date Sent: 2018-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I had a previous complaint # XXXX and the response given was just a runaround that I have been hearing for months. I want a way to contact XXXX XXXX XXXX without going through AES. There is no way to contact them directly, I would like their phone number.
Company Response:
State: OH
Zip: 44512
Submitted Via: Web
Date Sent: 2018-06-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A