Pennsylvania Higher Education Assistance Agency

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: AES missed the whole point of my complaint!! When AES processed my checks in May, June and July, AES they entered the wrong checking account number in their ACH electronic processing of my check that was made payable to AES AES left off one number of my checking account when they entered my checking account number into their system In May the payment was taken from another persons account at [redacted] He stopped payment in June and July because AES continued to enter the wrong checking account numberThis was verified by Karen the branch manager at the [redacted] Bank [redacted] Paand discussed with Jerry of AES!! Jerry agreed that AES had been entering the incorrect checking account number AES was at fault Jerry said the late fee would be dropped because it was their fault [redacted] Bank declined to honor the check, AES was still using the incorrect checking account number AES was transmitting the account number for another [redacted] Bank customerIt was that person who stopped payment from their account AES continued to enter the wrong checking account number!!! AES says "be advised that when a customer initiates a payment, he or she is required to enter the correct account and routing numbers in order to complete a transaction." I have no access to enter my checking account number in their ACH process!! AES's reply is incorrect They also say "that AES is unable to add digits to an account" What are they talking about? My reference is to an internal process that AES does when they process checksAES continues to take responsibility for an error We all make mistakes My issue is that they will not admit their error!! Just as a continuance of this matter, I mailed a check to them on I have e-mailed them to see if they received the check No reply I checking my banking on line, the check has not been cashed Is this error continuing???Regards, [redacted] ***

February 17, 2015Dear [redacted] : This letter is in response to your recent inquiry (ID# [redacted] ) regarding the status of [redacted] ***’ educational loan account, serviced by our officeWe trust that the following information will be of assistanceA comprehensive review of the account has been completedA copy of our response letter to [redacted] is enclosed for your reviewWe trust that the letter addresses the concerns brought to our attention.If you have any additional questions, please call our office at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ETSincerely, Shelly BVice President, Loan Operations

May 9, Dear [redacted] :This letter is in response to your recent inquiry (Case [redacted] ) regarding the status of [redacted] educational loan, serviced by our officeWe trust that the following information will be of assistance.AES recently responded to an identical inquiry that [redacted] submitted through the [redacted] (***)A copy of AESresponse to the [redacted] is enclosed.If you have any additional questions, please call our office at ###-###-####Loan counselors are available Monday through Friday from :ato :pm., ET.Sincerely

June 30, 2014Dear [redacted] :This letter is in response to an inquiry that AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan accountWe trust that the following information will be of assistance.AES currently services five subsidized Stafford Loans and three unsubsidized guaranteed Stafford Loans on behalf of their owner, [redacted] As a contracted, third-party service provider, AES administers the loans in accordance with the terms of the signed promissory note and federal regulations.Our records verify that on May 1, 2014, you contacted our office and requested to suspend the Direct Debit service for June 1, Regrettably, you received inaccurate information when you were advised that the Direct Debit service could be submitted on May 1, to suspend the June 1, installment due dateAES was unable to complete this adjustment as a result of the current billing cycle.When requesting to suspend a Direct Debit payment, our office should be notified any time between the day immediately following your installment due date (in this case, the 2nd day of the month) and the third business day before the Direct Debit is scheduled to deduct your next installmentIn addition, we can only suspend the Direct Debit service for days at a time and would automatically resume for the following installment’s due date.Thank you for providing a photocopy of your bank statement confirming the $Direct Debit payment on June 1, and the $non-sufficient funds fee that you incurredAs you requested, the $Direct Debit payment effective June 1, 2014, which satisfied the July 1, billing statement, will remain on the account.As a result of this payment, your account currently reflects advanced-payment status through July 1, Accordingly, your next payment of $will be due on August 1, for this accountIn addition, your request for a refund of the $non-sufficient funds fee has been approved and will be sent under separate cover.In addition, as you requested, AES completed adjustments on June 18, to cancel the Direct Debit service for your account [redacted] , AES sincerely regrets any inconvenience or confusion that this situation may have caused youWe trust that you will be more satisfied with the servicing of your account in the future.We trust this letter satisfactorily resolves the concerns brought to our attentionIf you have any additional questions, you may call our Customer Service Department at ###-###-####Our loan counselors are available Monday through Friday from 7:a.m, through 9:p.m., Eastern Time, to review your accountSincerely,

April 29, [redacted] ELLENTON FL 34222–3732Dear Mr [redacted] : This letter is in response to a second inquiry AES received from the Revdex.com (Revdex.com) regarding the education loan account of your ex-wife, [redacted] ***, serviced by our officeWe trust the following information will be of assistanceAs stated in our previous letter, AES is unable to provide account-specific information without a proper authorization formOn March 27, 2015, our office sent Ms [redacted] a Third Party Authorization for Release of Information Form bearing AES’ letterhead for her to authorize you on her accountAs of the date of this letter, the form has not been returned to our officeUntil we have this information on file, AES would not be able to release account-specific information (such as the amount due on the account) to youIf you already know the account number and the amount you wish to pay, you can call the toll-free telephone number listed above and make a third-party payment over the telephone, otherwise, you would have to wait until AES has written authorization on file for you from Ms***To further assist you, we are listing other payment methods that you could utilize below; However, these would also require the inclusion of Ms***’s account numberMail: Payments may be mailed to the following address: American Education Services, Payment Center, Harrisburg, PA 17130-When mailing payments, be sure to include the account number on each check or money order, and make it payable to American Education ServicesBill Payer: Payments may be remitted using a third-party bill-payer serviceYou must identify the payee as “AES” and you must also identify the account number with your paymentPayments should be sent to the following address: American Education Services, Payment Center, Harrisburg, PA 17130-If you have any additional questions, please contact our Customer Service Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ETSincerely, Shelly KB [redacted] Vice President, Loan Operations

12/4/ Dear [redacted] : While we regret the concerns received in this complaint, we sincerely appreciate the opportunity to resolve them Rest assured that this inquiry has been assigned to a member of our Research Specialist Team who is diligently working toward a resolution We take all concerns included in the complaint very seriously Please be advised that the Research Specialist Team member will be providing a formal letter shortly, along with contact information to our office, should any additional concerns arise Best Regards, Jessica N [redacted] Research Specialist Team Lead American Education Services

March 10, Dear ** [redacted] : This letter is in response to a second inquiry you filed with the Revdex.com (Revdex.com) regarding the status of your educational loan accountWe trust that the following information will be of assistance AES services one [redacted] (***) Loan on behalf of the owner, [redacted] ***AES administers the loan in accordance with the signed Credit Agreement We understand from your recent Revdex.com inquiry that you are dissatisfied with AES’ recent response concerning the copy of the original Credit Agreement that was mailed to youAs previously stated, our privacy policy prohibits AES representatives from disseminating any information that contains the non-public personal information of a borrower or cosignerThis policy allows AES to maintain a strict level of confidentiality relative to the servicing of your student loan accountWe regret that we are unable to comply with your request to provide an un-redacted copy of the Credit Agreement via overnight mail Concerning the customer service that you stated you received, AES maintains its position that its representatives provided appropriate information and followed up with the requested documentationOur representatives were unable to comply with your request to provide non-public personal information, such as Social Security Numbers, dates of birth, employment information, and telephone numbers While AES remains willing to assist you with any other servicing questions that you may have, we are unable to assume responsibility for the release of the non-public personal information of your father/cosigner, [redacted] , or any other named party on the Credit Agreement that assisted you in obtaining the student loan If you have any questions or concerns, please contact our Customer Service Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ET Sincerely

November 24, 2014Dear [redacted] ***.This letter is in response to your recent inquiry sent to the Revdex.com regarding your defaulted federal student loans held by the Pennsylvania Higher Education Assistance Agency (PHEAA)Your inquiry was forwarded to my attention for review and response.The total outstanding defaulted balance totals $76,as of the date of this letterThis consists of $60,in principal, $3,in interest and $12,in collection feesEach of your consolidated loans carries a 6.750% fixed interest rateYour account accrues approximately $in interest every thirty daysPer a phone conversation with you on July 17, 2014, you were sent a financial disclosure form and instructed to complete and return it with proof of your income and expenses in an attempt to establish a reasonable and affordable monthly payment to qualify for the Default Loan Rehabilitation programUnfortunately, the financial disclosure form was returned on August 22, and your account was assigned to an outside collection vendor on August 15, As such, you are encouraged to submit your financial disclosure form to [redacted] for further consideration [redacted] may be contacted directly at [redacted] If you intend to qualify for the rehabilitation program based upon completing the Financial Disclosure Form, your monthly payment amount will be set at your total amount of available discretionary funds (income minus expenses)To help ensure the successful processing of your form, you must provide documentation of your listed income; however, documentation must only be provided to substantiate your expenses if they exceed the Internal Revenue Service's (IRS) allowable expensesYou are encouraged to compare your expenses to the IRS’s allowable expenses prior to completing your form by visiting http://www.irs.gov/Individuals/Collection-FinancialStandardsTo aid in the expedient processing of your form, you are encouraged to include documentation for any expenses which exceed the IRS’s allowable expensesThe Default Loan Rehabilitation program is a federally regulated program in which your account is purchased by a lender after a minimum of nine (9) consecutive monthly payments have been remitted in a ten (10) month period and you have returned the rehabilitation agreement letterYour account is considered rehabilitated upon the completion of this process, not upon the remittance of your ninth paymentIf monthly payments stop prior to the completion of this process, you must restart the qualification periodAfter successfully completing the rehabilitation program, we will request that the credit bureaus remove the prior loan default reported by PHEAASince voluntary payments have not been remitted, you are certified for the seizure of any federal funds you believe you are duePHEAA sent you a letter dated August 13, advising you have days to establish a satisfactory monthly payment to avoid this nonpayment consequenceFederal regulation C.F.R§ 682.410(b)(6)(V) clearly states that a guaranty agency must attempt a federal offset against all eligible borrowersIf you have any questions, please contact our office toll-free at ###-###-####Representatives are available to assist you Monday through Thursday am to pm EST and Friday am to pm EST.Respectfully,Erica L Call Center Supervisor PHEAA Default Collections

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Not one person from this company has called to assist meI don't want to have to call your company againThis is the most unprofessional company I have ever dealt withAnytime someone says they will call me back from this company they don'tWe have spent over hours trying to get assistance and no one can ever help usI want the head person of this company to know what miserable service we have gotten and I will be contacting the lender to beg them to change away from you Regards, [redacted]

July 24, 2015Dear [redacted] : This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan accountWe trust that the following information will be of assistanceAES currently services both subsidized (SUBCNS) and unsubsidized (UNCNS) segments of your Federal Consolidation Loan disbursed May 29, 2007, on behalf of the owner, [redacted] LLC ( [redacted] )In addition, AES services five (5) privately insured [redacted] Undergraduate (***) Loans on behalf of the loan-holder, [redacted] Student Loan Trust ( [redacted] Trust)As the third-party service provider, AES must administer the loans accordance with the terms of the signed promissory notesAES is required to perform billing, credit reporting, and other servicing-related activities.We understand from your inquiry that you have concerns regarding the application of your $payment received June 26, You alleged that AES did not correctly apply the payment to the [redacted] LoansHowever, AES records confirm that your payment was remitted through AES’ Online Payment Center and was applied to the account as you had requestedWhen you select the “Make a Payment” button, it is important to note that, beside the “Select a Payment Group” field, the “Loan Services” options is automatically selected, which will cause the payment to be applied to the Federal Consolidation LoanIf you intend to remit an online payment for the [redacted] Loans, please be sure to select the “Graduate Services” optionFurthermore, AES does not alter the information manually entered by a customer when an online payment is remittedHowever, if your payment is ever applied in a manner that you did not initially intend, you may contact AES and request for the payment to be reappliedRequests for payment reapplications may take up to business days for processing, however, the original effective date of the payment will remain the sameOn July 6, 2015, AES’ records indicate that you requested the payment of $be reapplied to the [redacted] LoansAccordingly, on July 15, (less than business days) the payment was reapplied to the [redacted] Loans and the effective date remained June 26, As a result, AES’ records reflect that the installment due July 3, the [redacted] Loans was not past-due and unfavorable information was not submitted to the nationwide consumer reporting agenciesWe regret any confusion you may have experienced as a result of this matterFor your convenience, AES mailed a financial transaction history for both segments of the Federal Consolidation Loan and each [redacted] Loan to your attention under separate cover on July 23, You may view and print the correspondence from your Paperless Inbox within two business days of when the correspondence was sentOnce you have accessed your online account, click on "Paperless Inbox" in the upper right-hand corner of the screenYou will then be able to view a copy of any recent letters/billing statements that have been mailed to you.Separately, in order to simplify the process of managing your student loan payments, you may wish to enroll in our electronic payment service, Direct DebitWhile enrolled in Direct Debit, AES deducts the required installment amount from your designated bank account on the due date each monthPlease note all of your loans qualify for a 0.250% interest rate reduction while you are enrolled in Direct Debit (the reduction is removed if Direct Debit is canceled), which would assist in reducing the overall cost of the loanTo enroll in this service, you may complete and return the enclosed enrollment form, or you may enroll online at www.aesSuccess.orgUpon returning the enrollment form or enrolling online, you are required to continue to make payments by mail, online or by phone until you receive confirmation that Direct Debit is scheduled to beginPlease note that if you choose to enroll in Direct Debit, all of your loans serviced by AES will be enrolledYou may, however, provide a separate letter along with the Direct Debit form that includes special written instructions if you do not wish for payments for all loans to be made through Direct DebitAt this time, the Federal Consolidation Loan reflects a current status with the next installment of $due on August 25, The [redacted] Loans reflect a current status with the next installment due September 3, in the amount of $In addition, the consolidation segments are also current and will be due August 25, for $If you have any additional questions, please contact our Customer Service Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ETSincerely, Shelly BVice President, Loan Operations

When this company took over my existing student loans, I was encouraged to sign up for the 'Automatic Payment' option to ensure that my monthly payments processed on timeI did sign up for this service and once it took into effect things were good for the first two cyclesThen I began getting calls that my account was past due and that I had to make a payment over the phoneThe representatives were rude and lacked informationSince I was the one who was called, I assumed they had all my information or you'd thinkIn both calls, I had to tell the repthat I have signed up for direct debit option which is when I got "Oh I see, there was a red flag on the account which is why I called"Do they not check the account before calling the customer? I got calls days in a row! Then I got another call asking me to verify whether my address was correct since my mail was bouncing back to them! I've had issues with any other mailAnywaysI regret taking loans from this sorry company and will advise anyone else to STAY CLEAR!

February 27, 2015Dear [redacted] : Thank you for your recent correspondence regarding the student loan account of [redacted] , serviced by FedLoan Servicing on behalf of the U.SDepartment of EducationWe have reached out to [redacted] directly, by email dated February 27, 2014, to address her concernsAt this time, we are awaiting any response she may have.If you or [redacted] should have any additional questions, please contact her assigned Borrower Experience Advocate, Jared, by email at [email protected] or by phone at ###-###-####We thank you for bringing this matter to our attentionSincerely,FedLoan Servicing Customer Service Department

Complaint: [redacted] I am rejecting this response because: ---------- Forwarded message ----------From: [redacted] ***< [redacted] >Date: Tue, Nov 18, at 3:PMSubject: FW:To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> [redacted] , here are fax send to Pennsylvania Higher Education Assistance AgencyI did communicate with them and they told me to send in these forms to set up a payment plan [redacted] - Regards, [redacted] ***

April 20, 2015Dear [redacted] : This letter is in response to a third inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, serviced by our officeWe trust the following information will be of assistanceAccording to your inquiry, you maintain that you submitted two, Teacher Loan Forgiveness (TLF) applications which both were denied by AES because they were illegible and that AES should be responsible for the interest on the loan due to the time it has taken to process these applications.Contrary to the information contained in inquiry, as stated in our previous responses, the applications were not denied by AES, but rather by the loan’s guarantor, [redacted] (***)It found the documentation provided to be illegibleOn March 20, 2015, AES received your third TLF applicationAs that application was legible, it was forwarded to [redacted] for review on March 25, Upon conclusion of ***'s review, you will be notified in writing of its decisionAt this time, billing activities have temporary been suspended through May 23, However, interest will continue to accrue daily on the accountWhile AES certainly wishes you all the best regarding your Teacher Loan Forgiveness Application and has suggested how to improve your prospects for approval, the final decision on your application is simply not ours to makeAES maintains its position that you remain responsible for the accruing interest until the loan reflects a zero balanceIf you have any additional questions, please contact our Customer Service Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ETSincerely, Shelly B.Vice President, Loan Operations

July 31, 2015Dear [redacted] :This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, previously serviced by our officeWe trust that the following information will be of assistance.AES previously serviced your rehabilitated, federally-guaranteed subsidized [redacted] ( [redacted] ) Loan, disbursed April 25, 2007, on behalf of the loan-owner, [redacted] ***-and [redacted] (***-1)As the contracted third-party service provider, AES administered the loan in accordance with the terms of the promissory note and federal regulationsAES is required to perform billing, credit reporting, and other servicing-related activities.A review of the National Student Loan Data System (NSLDS) reflects that the [redacted] Loan was originally owned by [redacted] (***) from disbursement through January 16, The loan then defaulted and transferred to the guarantor, [redacted] (***)After successfully completing the loan rehabilitation program, the loan was sold to [redacted] Bank on January 17, and the servicing-related activities transferred to AES on January 20, A copy of the transfer letter has been enclosed for your reviewSubsequently, the loan was sold to the current owner, ***-1, on October 21, 2015.After receiving the loan for servicing, AES established a separate entry (“tradelines”) on your credit record to represent the servicing history of the loan with our officeAs the former servicer, AES was required to submit the status of the loan each month to the nationwide consumer reporting agenciesAs a result of insufficient payment, a default claim payment for the full balance of the loan was received on June 6, 2013, and the loan was transferred from AES’ servicing system to the guarantor, ***Accordingly, AES was required to report the default/claim paid status of the loan the nationwide consumer reporting agencies in June Because AES no longer services the loan after defaulting, additional information regarding the loan may be obtained by contacting [redacted] directly at ###-###-####.In your recent inquiry, you requested that AES remove the information associated with your loan from your credit recordPlease note that Section of the Fair Credit Reporting Act (FCRA) stipulates that a creditor may report on a consumer’s account no more than seven years from the date the account is charged to profit or loss, whereby the creditor then ceases reporting, and the tradeline is then removed from the consumer’s reportPursuant to the Fair Credit Reporting Act, U.S.C§ 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate informationAccordingly, since AES can verify that the default/claim paid/transfer status submitted by AES to the nationwide consumer reporting agencies is valid; AES cannot lawfully amend the unfavorable information reported in June To assist you, your request was elevated to ***-1for review; however, AES was not authorized to amend the information listed on your credit record since no servicing errors occurred and since it must also adhere to the FCRA.If you have any additional questions, or if you are unable to remit payment, please contact our Customer Service Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ET.Sincerely,Shelly BVice President, Loan Operations

February 20, Dear ***: Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com (Revdex.com) concerning the status of your education loan accountWe trust that the following information will be of assistance /> As the third-party service provider, AES administers one Alternative Undergraduate Program (ALPLN) loan on behalf of the owner, Lexington Student Loan Trust( [redacted] ***), AES administers the loan on behalf of the owner in accordance with the terms of the signed Credit Agreement, a copy of which has been enclosedThe loan is further detailed in the chart below Disbursement Date Loan Program Original Principal Balance Current Principal Balance November 5, ALPLN $3, $1, In your inquiry, you allege that you called AES in December and that you requested a payoff amount for the abovereferenced loanYou further allege that the AES loan counselor with whom you spoke advised you that the payoff amount was $1,Contrary to the allegations in your inquiry, our records indicate that, when you called our office on November 26, 2013, you inquired what the balance of your loan wasAs a result, you were provided with the balance of the loan, not a payoff amount, which would have also included the amount of unpaid accrued interest on the account Because the $1,check that AES received from you on December 5, did not account for the accrued interest ($as of December 5, 2013), the check was insufficient to pay the loan in fullSince this payment was sent to our paid in full address and since it did not pay the loan in full, our office was, unfortunately, unable to accept the payment from you, and our office attempted to contact you to notify you why we were unable to accept the payment as payment in fullPlease accept our apologies for any inconvenience this may have caused If you would like to pay your loan in full, AES must receive a payment of $1,($1,principal balance + $accrued interest) by March 31, You may submit your payoff amount to the address belowPlease ensure to include your 10-digit AES account number with your check or money order AES—Paid in Full P.OBox Harrisburg, PA 17105- If your payoff amount of $1,is received after March 31, 2014, your payment will be insufficient to pay the loan in full, and our office may be required to again return the paymentIf you are unable to submit a payment of $1,to our office by March 31, 2014, please contact our office for an updated payoff amount In your inquiry, you also state, “asked on many occasions to send me the billing detail via emailTo date I have yet to receive it.” Our records however, do not indicate that we previously received such a request from youFor your records, our office has enclosed a chart that summarizes the billing activity for your accountOur office has mailed a statement of account under separate cover, which details the financial transaction history of your loan We also understand from your inquiry that you have some complaints regarding collection activities performed in reference to your loanPlease understand that AES is required to perform collection activities on delinquent accounts, as established by [redacted] ***Specifically, we are obligated to notify you when the account is past due after a designated number of days by placing telephone calls and generating letters and emailsFurthermore, the owner requires that we initiate collection attempts on the debt until the loan reflects a current status If our office attempts to notify you of a delinquent status via telephone and you answer the call, you will be connected with a live representative to discuss your account; our office will not intentionally disconnect the callIf you do not answer the call, our office on many occasions, will attempt to leave you a voicemail to request that you call our office backAlternatively, our office may not leave a message but will attempt to call you back later in an attempt to reach you You also allege that AES has attempted to contact your relatives in an attempt to collect on the debtPlease note that AES will never intentionally attempt to contact a party other than yourself in an attempt to notify you of a past-due status on the accountHowever, if our office does not have valid contact information on file for your, our office is required to attempt to locate valid contact information to youSuch attempts to locate valid contact information may include placing telephone calls and sending letters to the references you provided during the loan origination processIf you need to update your contact information on file with AES, please either contact our office for assistance or log into your account on our website, www.aesSuccess.org, to make any necessary updates Separately, please note that, if the account is past-due, [redacted] may contact you directly, it or may use a collection agency to assist in obtaining payment for any delinquent amountTherefore, if you are delinquent, you may receive communication from various officesPlease note that these outside collection calls are not made by or at the direction of AESImportantly, please note AES will not make calls to you regarding the delinquent status if [redacted] or any collection agency contracted by [redacted] is also contacting you directly about your loanAES representatives will always identify themselves and the nature of the telephone calls Finally, you indicate that you have experienced poor customer service from our loan counselorsYou may be assured that all of our loan counselors are trained to provide courteous service to customersMany customer service calls are monitored to ensure that optimum service is providedLoan counselors receive remediation in instances in which it has been determined that they did not handle a call appropriately or otherwise meet our standards for excellenceContrary to the information provided in your Revdex.com inquiry, AES reviewed your account and was unable to substantiate the claim that AES loan counselors have been rude to youHowever, if you are ever dissatisfied with the quality of service you receive from an AES loan counselor, you may always ask for the employee’s identification number and to speak directly with a supervisor to address the situationSimilarly, if you are ever dissatisfied with the quality of service you receive from an AES supervisor, you may ask to speak with a manager If you have any additional questions, you may call our Customer Service Department at ###-###-####Our loan counselors are available Monday through Friday from 7:a.mthrough 9:p.mEastern Time Sincerely,

July 1, Dear [redacted] : This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of [redacted] ’s educational loan account, serviced by our officeYou are listed as an authorized third-party on the accountWe trust the following information will be of assistance.AES currently services [redacted] ’s three privately-insured Bank of American GATE Education (UNGRAD) Loans on behalf of the holder, National Collegiate Student Loan Trust (NCT)In addition, AES previously serviced [redacted] ’s one privately-insured UNGRAD Loans on behalf of the owner, Bank of AmericaAs the service provider, AES is required to administer the loans in accordance with the terms of the signed promissory notesAES is responsible for performing billing, credit reporting, and other servicing-activitiesThe loans are further detailed in the chart belowLoan Number Disbursement Date Loan Program Original Principal Balance Current Principal Balance September 27, UNGRAD $9, $3, February 1, UNGRAD $ $[redacted] November 22, UNGRAD $8, $2, August 28, UNGRAD $10, $3, [redacted] The current principal balance reflects $as a result of the funds being returned from the school on April 23, 2002.We understand from your inquiry that you believe to have paid off a loan with AES in February AES has no record of receiving a payoff amount in February for one of the loans referenced aboveHowever, AES’ records do reflect that payments of $and $were received on the respective dates of February 17, and February 23, via the Direct Debit process, neither of which were sufficient to fully satisfy any of the three UNGRAD Loans still being serviced by AESHowever, if you have documentation that reflects a payoff amount for one of the loans was remitted to AES, please forward documentation from your financial institution that contains details regarding the transactionPresently, the UNGRAD Loans are current and the next Direct Debit payment of $is scheduled to be extracted on July 17, in the amount of $for Loan The next Direct Debit payment of $is scheduled to be extracted on July 23, for If you have any additional questions, please contact our Customer Service Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ETSincerely, MTyler B Assistant Vice President, Loan Operations

Complaint: [redacted] I am rejecting this response because: I sent my change of address information by the proper channels (filling out the backside of the bill and mailing it to AES) in August when I moved to my new addressI made every payment timely between the time of my address change and this disputeI had to call twice to get the IBR application sent to me once I realized the previous IBR period had endedI called once in December and once in January when I still hadn't received anythingI eventually got both applications within days of one another, despite their being requested weeks apartThat was terrible customer serviceIt was also terrible customer service to not make any effort to call me, at the telephone number AES has on file and which has not changed in the past eight years, when they realized they received a piece of returned mailI would have remedied the problem immediately, but I had no way of knowing that AES had not received my change of address form because I was receiving the AES bills always addressed to the correct addressI was as qualified for the IBR payment on January 1, as I am as of February 1, It would be a simple matter to simply back date my eligibility to the month of January, but apparently AES believes itself infallible and no longer believes in customer serviceI have, in fact, already made the January payment according to the IBR amount, as well as the February payment, so a simple backdating would bring my account current If you cannot simply backdate my eligibility by one month, I will move forward with my report to the proper federal regulatory agencies and student loan action committees Regards, [redacted] ***

April 23, Dear Ms [redacted] : While we regret the concerns received in Ms***’s complaint, we sincerely appreciate the opportunity to resolve them Rest assured this inquiry was assigned to Matthew, a Borrower Experience Advocate, who has been diligently working toward a resolution We take all concerns included in the complaint very seriously Please be advised that research is still being performed on Ms***’s account and once complete, we will mail a formal response with the outcome of our investigation to her attention As always, direct contact information will be provided in our response, should Ms [redacted] have any additional questions or concerns Best Regards, Jessica N [redacted] Borrower Experience Advocate Team Lead American Education Services

November 7, 2014Dear [redacted] :This letter is in response to a second inquiry that AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan accountWe trust the following information will be of assistance,AES currently services two Alternative Undergraduate Program (ALPLN) Loans, disbursed October 11, and September 12, 2006, on behalf of the owner, [redacted] (***)In its capacity as a servicer, AES administers the loans in accordance with the terms of the signed Credit Agreements.AES regrets to learn that you feel our previous response did not adequately address your concernsAES concurs regarding the importance of providing accurate information on its website, and would like to assure you that your feedback is greatly appreciatedAs indicated in our previous letter, your suggestions have been forwarded to our technical team for review, The review is currently in progress and we anticipate the information you have provided will lead to appropriate changes made to the way information is presented on our website,Your report regarding your experience calling our toll-free number is also very helpful for AES in managing its automated telephone systemThank you for taking the time to provide feedback regarding the problems you experienced and bringing these issues to the attention of AES, your input is valued,If you have any additional questions, you may call our Customer Service Department at ###-###-####Our loan counselors are available Monday through Friday from 7:a.mthrough 9:p.mEastern TimeSincerely, Shelly BAssistant Vice President Graduate and Professional Services