Pennsylvania Higher Education Assistance Agency

Roman";">11/12/2015
 
Dear
[redacted]:
 
While
we regret the concerns received in this complaint, we sincerely appreciate the
opportunity to resolve them. Rest assured that this inquiry was assigned to a
member of our Research Specialist Team for review and to prepare a formal letter.  Please be advised that our response was sent
to [redacted]’s attention on November 10, 2015.  Again, we thank you for allowing us to
address [redacted]’s concerns and ask that she call our office at the
number provided on our response, should any additional concerns arise.
 
Best
Regards,
 
Jessica
N[redacted]
Research
Specialist Team Lead
American Education
Services

April 29, 2015[redacted] [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 office. We trust the following information will be of assistance.
As stated in our previous letter, AES is unable to provide account-specific information without a proper authorization form. On 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 account. As of the date of this letter, the form has not been returned to our office. Until 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 you.
If 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. [redacted].
To further assist you, we are listing other payment methods that you could utilize below; However, these would also require the inclusion of Ms. [redacted]’s account number.
Mail: Payments may be mailed to the following address: American Education Services, Payment Center, Harrisburg, PA 17130-0001. When mailing payments, be sure to include the account number on each check or money order, and make it payable to American Education Services.
Bill Payer: Payments may be remitted using a third-party bill-payer service. You must identify the payee as “AES” and you must also identify the account number with your payment. Payments should be sent to the following address: American Education Services, Payment Center, Harrisburg, PA 17130-0001.
If you have any additional questions, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly K. B[redacted]
Vice President, Loan Operations

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 account. We trust that the following information will be of assistance.
AES 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 ([redacted]) 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 notes. AES 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 $208.34 payment received June 26, 2015. You alleged that AES did not correctly apply the payment to the [redacted] Loans. However, AES records confirm that your payment was remitted through AES’ Online Payment Center and was applied to the account as you had requested. When 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 Loan. If you intend to remit an online payment for the [redacted] Loans, please be sure to select the “Graduate Services” option. Furthermore, AES does not alter the information manually entered by a customer when an online payment is remitted. However, 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 reapplied. Requests for payment reapplications may take up to 10 business days for processing, however, the original effective date of the payment will remain the same.
On July 6, 2015, AES’ records indicate that you requested the payment of $208.35 be reapplied to the [redacted] Loans. Accordingly, on July 15, 2015 (less than 10 business days) the payment was reapplied to the [redacted] Loans and the effective date remained June 26, 2015. As a result, AES’ records reflect that the installment due July 3, 2015 the [redacted] Loans was not past-due and unfavorable information was not submitted to the nationwide consumer reporting agencies.
We regret any confusion you may have experienced as a result of this matter. For 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, 2015. You may view and print the correspondence from your Paperless Inbox within two business days of when the correspondence was sent. Once you have accessed your online account, click on "Paperless Inbox" in the upper right-hand corner of the screen. You 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 Debit. While enrolled in Direct Debit, AES deducts the required installment amount from your designated bank account on the due date each month. Please 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 loan. To enroll in this service, you may complete and return the enclosed enrollment form, or you may enroll online at www.aesSuccess.org. Upon 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 begin. Please note that if you choose to enroll in Direct Debit, all of your loans serviced by AES will be enrolled. You 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 Debit.
At this time, the Federal Consolidation Loan reflects a current status with the next installment of $72.36 due on August 25, 2015. The [redacted] Loans reflect a current status with the next installment due September 3, 2015 in the amount of $208.34. In addition, the consolidation segments are also current and will be due August 25, 2015 for $72.36.
If you have any additional questions, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly B.
Vice President, Loan Operations

Please let us know if we can be of any further assistance.  AES Customer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: AES has expressed an unwillingness to assist me with my past due amount. As a measure of good faith I have four payments scheduled, with the first one for $110 today.  I have scheduled an additional payment of $115 for 7/28, and will be making payments at least every scheduled payday.  That is the best that I can do.  I am asking AES for assistance with bringing my past due amount under control.  I have every intention of repaying my loan.  I have also contacted AES to request to be switched to the Income sensitve repayment plan.  AES never informed me on any of their paperwork that my new repayment plan needed to be in place 25 days prior to the end of the old one.  When I reapplied for IBR, I was under the impression that I would be given a forbearance to bring my account current and AES apparently lied to me.  They never even informed me that I was denied an administrative forebarance.  
I have had a lot of money problems this year, mostly related to automobile repair expenses, medical expenses.  I also had to deal with a job loss this year and have had to take a job that right now may not be around by year's end.  I am asking AES for their assistance in helping me bring my account current and I am very willing to work with them, but I ask for their help.  I have to be able to meet my other credit obligations 
Please have Shelly B[redacted] contact me at ###-###-#### so we can discuss this issue and work out an arrangement that will be beneficial to us all.  I am asking for AES to help me, since they won't issue a forebarance, would they consider a deferement?
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 number. This was verified by Karen the branch manager at the [redacted] Bank [redacted] Pa. and 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 customer. It 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 checks.
AES 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 8.17.  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]

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 2014 when I moved to my new address. I made every payment timely between the time of my address change and this dispute. I had to call twice to get the IBR application sent to me once I realized the previous IBR period had ended. I called once in December and once in January when I still hadn't received anything. I eventually got both applications within days of one another, despite their being requested weeks apart. That was terrible customer service. It 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 mail. I 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 address. I was as qualified for the IBR payment on January 1, 2015 as I am as of February 1, 2015. 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 service. I 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 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 office. We trust the following information will be of assistance.
According 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 illegible.
On March 20, 2015, AES received your third TLF application. As that application was legible, it was forwarded to [redacted] for review on March 25, 2015. Upon conclusion of [redacted]'s review, you will be notified in writing of its decision.
At this time, billing activities have temporary been suspended through May 23, 2015. However, interest will continue to accrue daily on the account. While 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 make. AES maintains its position that you remain responsible for the accruing interest until the loan reflects a zero balance.
If you have any additional questions, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly B.Vice President, Loan Operations

February 17, 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 serviced by our office. We trust the following information will be of assistance,
[redacted] Bank [redacted]...

[redacted] Trusts 2012-1 currently owns and services the subsidized (SUBCNS) and unsubsidized (UNCNS) portion of your federal Consolidation Loan, which was disbursed on August 31, 2005. In addition, AES services one privately-insured Professional Education Program (PEPLN) Loan, disbursed May 13, 2003, on behalf of the loan holder, [redacted] Student Loan Trust ([redacted]). As a service provider, AES administers the loans in accordance with the terms of the signed Credit Agreement, and in the case of your Consolidation, the promissory note and federal regulations. AES is required to perform billing, credit reporting, and other servicing-related activities. By signing the promissory note, you assumed responsibility to ensure timely repayment of the entire debt (including all accrued interest, the entire principal balance, and any applicable fees) in accordance with its terms.We understand from your inquiry to the Revdex.com that you have concerns regarding the application of your most recent Income-Based Repayment application for your Consolidation Loan, in relation to a recent change of your mailing address. AES records confirm there were instances in the past where the address on file was invalid. Pursuant to the terms of your Credit Agreement/promissory note, you are required to maintain valid personal demographic information, such as your name, address and telephone number, at all times. Please be aware, that when mail is returned to our office and we are unable to locate a borrower because of an invalid address and/or telephone number, we are required to perform skip-tracing activities, utilizing various resources, in an attempt to locate that person. This may include contacting any personal references listed on the account in an attempt to update your contact information in order to ensure compliance with the Credit Agreement/promissory note.Contrary to the information obtained from your inquiry, AES was not notified of your most recent address change until the bill, dated August 24, 2014, and mailed to [redacted], Olympia, WA [redacted], was returned to our office by the U.S. Postal Service on October 3, 2014. As a result, AES was required to invalidate the mailing address on our servicing system and began to perform skip-tracing activities in an attempt to locate a valid mailing address. Through our skip-tracing efforts, we were able to locate a valid mailing address for you on October 7, 2014 through [redacted].Furthermore, we understand that you have concerns regarding the effective date for the renewal of the Income-Based Repayment (IBR) plan on your Consolidation Loan. Based upon your January 2, 2015 verbal request for an IBR application, our office mailed the requested document to your current address the following day. Our office received your most recent completed application for renewal of the IBR on January 13, 2015. Upon approval of your application, you were granted Partial Financial Hardship (PFH) payments at $245.45 for 12 months, beginning with the bill due on February 13, 2015. A letter confirming the approval of the IBR plan was mailed to you on January 14, 2015. 
Please note: because AES previously billed you December 24, 2014 (prior to receipt of your IBR application) for the installment due January 13, 2015, you remained responsible for the bill due January 13, 2015 for your Consolidation Loan. At this time, your account remains past due from January 13, 2015 in the amount of $648.85. You are encouraged to remit a payment of $648.85 to restore the account to a current status and to avoid additional servicing-related activities.
Separately, we understand from your inquiry to the Revdex.com that you are displeased with the service you received from AES’ loan representatives. AES regrets if you were displeased with the Service you received from our office. You may be assured that all of our loan representatives are trained to provide accurate, informative, and courteous service. Many customer service calls are monitored to ensure that optimum service is provided. However, if you are ever dissatisfied with the quality of service you receive from an AES loan representative, you may always ask for the employee’s identification number and to speak directly with a supervisor to address the situation, AES representatives receive remediation in instances in which it has been determined that they did not handle a call appropriately or otherwise meet our standards for excellence. It is the goal of AES to provide the highest quality of service to all our customers, and we look forward to continuing a sound business relationship with you in the future.
If you have any questions, please contact our Customer Service Department toll-free at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly B.
Vice President, Loan Operations

November 24, 2014Dear [redacted]:
This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) concerning your educational loan account currently serviced by our office. We trust this information is sufficient for your needs.
AES currently...

services one subsidized ([redacted]) [redacted] Loan and one unsubsidized (UNSTFD) [redacted] Loan which were disbursed November 4, 2008 on behalf of the owner, [redacted]. Since AES is not the owner of the loans, AES must administer the loans in accordance with the terms of the promissory notes and federal regulations. AES is required to perform billing, credit reporting, and other servicing-related activities.The loans transferred from [redacted] to AES for servicing effective September 18, 2012. A letter was mailed on September 26, 2012 to inform you of the transfer of the loans, a copy of which is enclosed.
Repayment began December 1, 2012. A bill was mailed on December 6, 2012 for the amount $126.03 and due December 26, 2012. As a result of nonpayment, a 10 day delinquency letter was mailed to you on January 9, 2013 to inform you of the delinquency status of the account, copies of which are enclosed.
AES is a division of the Pennsylvania Higher Education Assistance Agency (PHEAA), an agency of the Commonwealth of Pennsylvania. In our capacity as a servicer, AES has the duty to collect on the student loans. AES is required to contact you regarding the status of the account, until the loans are brought current or has defaulted for non-payment.
Through your inquiry, you also expressed concern regarding the increased loan balances. The unpaid accrued interest would be capitalized (added to the principal balance) at the end of the grace period and after any deferment or forbearance periods. AES is unable to dismiss any portion of the loan debt, including capitalized interest. The charts provided on the following page detail the financial transaction history during AES’ Servicing of the loans. In your inquiry, you state payments were made to the previous servicer, however the loan details from [redacted] indicate no payments were made. Please note if payments were made prior to the transferring of the loans, you will need to contact [redacted] directly at [redacted].
[redacted] Loan November 4, 2008
Effective                       Transaction                      Activity       Amount         Amount         RemainingDate                              Type                                Amount      to Principal    to Interest     BalanceSeptember 18, 2012   Loan Transferred to AES   $3,500.00    +$3,500.00     $0.00            $3,500.00January 14, 2013         Capitalized Interest               $25.26         +$25.26     $0.00            $3,525.26November 3, 2014      Capitalized Interest               $46.93         +$46.93     $0.00            $3,572.19UNSTFB Loan November 4, 2008
Effective                       Transaction                      Activity       Amount         Amount         RemainingDate                              Type                                Amount      to Principal    to Interest     BalanceSeptember 18, 2012   Loan Transferred to AES   $7,503.00    +$6,000.00    +$1,503.60    $6,000.00January 14, 2013         Capitalized Interest              $82.49         +$82.49        $0.00          $7,586.09November 3, 2014      Capitalized Interest            $877.53        +$877.53       $0.00          $8,463.62Temporary Hardship Forbearance has been applied to loans starting November 3, 2014 and ending November 2, 2015. During a period of forbearance, the monthly installments are postponed; however, interest will continue to accrue on a daily basis. Any unpaid interest will be capitalized and be added to the principal balance at the expiration of this forbearance period.
If you have any questions or concerns, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly B. Assistant Vice President
Customer Service Department

8/26/2015
 
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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have been constantly harassed and disrespected by the several representatives that have contacted me. It began with calls to my personal phone at odd hours in the morning. Then, even after I have filed multiple papers with the information they say they need, then proceed to repeatedly call me saying they have nothing on file. Also, they will call myself or my dad at least 4 times a day to reiterate the same information. I have asked multiple times to speak with someone in a higher position to get what I want understood, and every time I do they say no one is available at this time. Even more specifically, they refuse to work with me to negotiate payments I know I can afford, they say there is no need to do that if I have a co-signer. What they fail to realize is that we all share responsibilities in the house and I am the only one working 10 hours a week, if i'm lucky to get those hours, and have multiple other bills that are more important to take care of. At this point I am ready and willing to get a lawyer. This needs to stop and something done with how they train people and how they respond to customers. No one has ever spoken to me as if I was a human, more like a money pit they can swipe a card in and get what they want.

October 30, 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.You have two consolidated loans with PHEAA, Our records indicate both loans were disbursed on November 15, 2007. The first was disbursed in the amount of $20,901.09, and the second was disbursed in the amount of $22,453.24. As payments were not received consistently, your loan fell severely delinquent causing [redacted], your servicer, to submit a guarantee claim to your guarantor. As your guarantor, PHEAA purchased your debt on January 31, 2014. The total outstanding defaulted balance totals $75,758.50 as of the date of this letter. This consists of $60,613.21 in principal, $3,048.93 in interest and $12,096.36 in collection fees. Each of your consolidated loans carries a 6.750% fixed interest rate. Your account accrues approximately $336.27 in interest every thirty days.Per your inquiry, you indicated that you were under the impression your account was in forbearance. Upon review, your account has been in deferment or forbearance seven (7) times. Below is a chart of how your forbearances were applied.# Deferment/Forbearance            Type Requested           Effective Dates1.      Forbearance                     Temporary Hardship       8/27/2008 - 12/28/2008                                                         Forbearance
2.     Forbearance                    Temporary Hardship        01/27/2009-03/28/2009                                                      Forbearance
3.      Forbearance                   Temporary Hardship        04/27/2009 - 08/28/2009                                                      Forbearance
4.    Forbearance                      Temporary Hardship      09/27/2009 - 03/27/2010                                                      Forbearance      
5.   Forbearance                      Temporary Hardship       04/27/2010 -09/04/2010                                                       Forbearance   
6.  Forbearance                     Temporary Hardship         09/05/2010-06/09/2012                                                      Forbearance   
7.  Forbearance                     Temporary Hardship        06/27/2012 - 02/26/2013                                                      Forbearance   
Additionally, per a conversation on June 18th, 2013, you requested a Student Loan Debt Burden Forbearance be placed on your account based on receiving an income of $0. As you failed to return this form and ignored our attempts to contact you, your account exceeded 270 days delinquent and defaulted.Due to your failure to remit monthly payments, PHEAA assigned your account to [redacted]., an outside collection vendor, to assist you in resolving your outstanding debt Please contact [redacted] directly at ###-###-#### to satisfy your account or enroll in the Default Loan Rehabilitation program. If you choose to pay your account in full, please call [redacted]. to obtain an accurate payoff figure. If you choose to enroll in the rehabilitation program, your required monthly payment will be calculated based upon your Adjusted Gross Income (AGI) and family size or the completion of the Financial Disclosure. Form.
If you choose to qualify for the rehabilitation program based upon your AGI and family size, please be prepared to discuss your three (3) most recent tax filings. Your monthly payment will be calculated by taking fifteen (15) percent of the amount by which your AGI exceeds 150 percent of the U.S. Department of Health and Human Services poverty guideline amount applicable to your family size and state of residence, divided by twelve (12). Additionally, you are required to provide a copy of your most recent tax filing to substantiate your AGI and family size.
If you choose to qualify for the rehabilitation program based upon completing the Financial Disclosure Form, your monthly payment will be set at your total amount of available discretionary funds (income minus expenses). 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 expenses. You 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-Financial-Standards. To aid in the expedient processing of your form, you are encouraged to include documentation for any expenses which exceed the IRS’s allowable expenses.
The 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 contingent upon a returned rehabilitation agreement letter. After successfully completing the rehabilitation program, we will request that the credit bureaus remove the prior loan default reported by PHEAA, Your account is considered rehabilitated after the completion of this process, not the remittance of your ninth payment. If monthly payments stop prior to the completion of this process, you must restart the qualification period.
Since voluntary payments have not been remitted, you are risking the seizure of any federal funds you believe you are due. PHEAA sent you a letter dated August 13, 2014 advising you have 65 days to establish a satisfactory monthly payment to avoid this nonpayment consequence. Federal regulation 34 C.F.R. § 682.410(b)(6)(V) clearly states that a guaranty agency must attempt a federal offset against all eligible borrowers.
If you have any questions, please contact our office toll-free at 1-800-233-0751. Representatives are available to assist you Monday through Thursday 8 am to 9 pm EST and Friday 8 am to 5 pm EST.
Respectfully,Erica L
Call Center Supervisor PHEAA Default Collections

1/26/2016
 
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 Georga, a member of our Research Specialist Team,
who will be reaching out to [redacted] directly.  We take all concerns regarding [redacted]’s
payoff payment and the contact she has had with our office very seriously.  Please be advised that Georga will also 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

On October 8, 2015, I paid the private students I had serviced with AES in full. I had never missed or been late with a payment for the entire time I had...

these loans serviced with AES. Instead of reporting these loans as paid in full AES reported the loans as 60 days late with TransUnion and [redacted]. This incorrect and spiteful action by AES has now placed me in a position where my current employment is in danger of being terminated unless I can reasonably explain why AES took this il-legal action.
Remove the in-correct entry from my credit report with [redacted] and [redacted].

October 3, 2014
Dear [redacted]:This letter is in response to your recent inquiry received through the Revdex.com concerning the status of your educational loan account serviced by our office. We trust that the following information will be of assistance.A comprehensive review of the subsidized and unsubsidized portions of your Federal Consolidation (SUBCNS/UNCNS) Loan disbursed September 7, 2005 has been completed.As you know, AES sent a letter dated June 17, 2013 detailing that your loan had transferred from [redacted], the previous servicer, to AES. This document clearly states, “If you were enrolled in the Direct Debit process with [redacted], then this process will continue with AES for only 120 days from the date of this letter. An Electronic Funds Transfer Agreement must be completed and returned to AES within 120 days from the date of this letter in order to continue the Direct Debit process with our Agency and retain any applicable interest rate reduction incentives.” However, from June 17, 2013, the date the transfer letter was mailed to you, through December 15, 2013, our records show no incoming communication from you.
On December 16, 2013, you called AES to inquire about how to locate a Direct Debit agreement through our website. At that time, AES advised you about late fee assessment, the loss of the Borrower Benefit Program (BBP), delinquency, collection activities, and credit reporting. In addition, we provided information about the username to access your AES online account, how to locate the Direct Debit agreement online, and how to create a signature electronically.
Our records confirm that you submitted an online payment for $496.15 effective December 16, 2013 which satisfied the November and December 2013 billing statements and $14.45 of the January 2014 bill. AES also received your electronically signed Direct Debit agreement and mailed you an approval letter the following day. As you may know, your electronic signature verifies that you understood and accepted the conditions of the Direct Debit Agreement. This agreement states on the front of the form under “Payment Information” to “Please continue to remit your monthly installments until you receive a monthly billing statement indicating that your account has been set up on Direct Debit. Please allow one or two billing cycles for Direct Debit to be set up.”
AES understands that you believe you did not receive any contact from our office regarding the delinquency status of your Consolidation Loan. However, AES records confirm that you were mailed 10- day and 15-day delinquency letters to the address on file on November 19, 2013, January 20, 2014, February 20, 2014, March 20, 2014, April 21, 2014, April 23, 2014, May 20, 2014, June 20, 2014, July 21, 2014, and August 20, 2014 to advise that a payment was past due for your educational loan account.It is important to note that these letters were not returned to our office as being undeliverable. Therefore, you may wish to contact the U.S. Post Master in your city to discuss this matter in further detail.
Furthermore, through your AES online account, you opted for Paperless Enrollment which means that you would receive account-related communication and tax statements to your AES online account Paperless Inbox. In your AES online account under Account Profile, it states that “We will send electronic correspondence to the email address on file: [email protected].” At this time, your current email address is listed in your Paperless Enrollment.
While your Direct Debit service is active, the billing statements are viewable in your Paperless Inbox and not electronically billed (e-bill) to you. If you should suspend or cancel the Direct Debit service, the e- bill method would be activated on the account since you opted into e-bill and you would then be emailed a Direct Billing statement. However, while your Direct Debit service is active, a bill will only be printed and mailed in the case of a changed payment amount.Separately, we have forwarded to you under separate cover account-related letters obtained from your Paperless Inbox generated from November 1, 2013 through September 6, 2014 and billing statements from November 5, 2013 through October 5, 2014. It is important to note that when choosing Paperless Enrollment, it is the borrower’s responsibility to review their Paperless Inbox. In addition, the borrower has the option to contact our Customer Service Department who will assist them with any questions or concern regarding their AES educational loan account or the AES online account.
Based upon our comprehensive review, we maintain our position in declining the reinstatement of the BBP as well as the removal of late fees.[redacted], we deeply regret that you were displeased with the quality of service in your inquiries with our office. All of our loan counselors are trained to provide accurate and complete information to our customers. Our representatives receive remediation in instances in which it has been determined that they did not meet our standards for excellence. We trust that you will be more satisfied in the future and look forward to being of continued service to you.If you have any additional questions, you may call our Customer Service Department at ###-###-####. Our loan counselors are available Monday through Friday from 7:30 a.m. through 9:00 p.m., Eastern Time, to review your account.Sincerely,Shelly BAssistant Vice President

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I received mailing from them and it's a bad loan, so the best thing for me is to refinance it with a different company and that is what I'm going to do.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
My financial institution has confirmed that my payment has been returned and will be credited to my account in the next few days.
I sincerely appreciate your help in getting this resolved. For more than 3 weeks I tried to resolve this directly with AES but to no avail.
Thanks again.
Regards,
[redacted]