Pennsylvania Higher Education Assistance Agency

1/18/2016
 
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 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

[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:  
In the Terms of Repayment section of the loan documentation “On-Time-Payments” are NOT define
or is there a stipulation that payments be “received no earlier than 5 days before the due date
and no later than five days after the due date”.  Additionally, please see attached document
sent by AES that shows 0 Days Delinquency.
AES has given an invalid reason for refusing to release me as cosigner therefore I reject their response.
Regards,
[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

September 8, 2014Dear [redacted]:
Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of your educational loan account. We trust the following information will be of assistance.
AES currently services the subsidized (SUBCNS) and the unsubsidized (UNCNS) portions of your Federal Consolidation Loan on behalf of the loan’s owner, Edsouth. As the third-party service provider, AES administers the loan in accordance with the terms of the signed promissory note and federal regulations. This loan is further detailed in the chart below.
Disbursement Date    | Loan Program | Original Principal Balance | Current Principal Balance
November 17, 2004      SUBCNS           $13,757.89                           $9,913.55  
November 17, 2004      UNCNS            $12,999.80                          $10,045.99
We understand from you inquiry that you have some concerns regarding the processing of the applications you submitted for the Income-Based Repayment (IBR) plan. As you are aware, your first IBR application was received on July 7, 2014. A subsequent copy of your application was received on August 1, 2014, and your IBR request was processed on August 4, 2014. Unfortunately, because AES did not receive a copy of the second page of the application, AES did not have the required proof of income necessary to process your application, and your request was denied as a result. We regret any confusion caused by the fact that the denial letter you received indicated that you would need to provide a copy of your most recently filed tax return.
AES received your second application on August 26, 2014. Because AES received the second page with this application, we were able to confirm by your selections on the second page that you do not currently have any income. Accordingly, your IBR request was approved on September 3, 2014, and the IBR plan was applied to your account with a $0.00 monthly installment amount, beginning October 15, 2014, Additionally, a forbearance was applied to the account to restore your loan to a current status. For your records, our office has enclosed a copy of the email that was sent to you on September 3, 2014 to confirm that your IBR request had been approved.
Because AES was unable to approve your IBR request based upon the income application that was received on July 7, 2014 and because your account was not approved for IBR until September 3, 2014, your account previously reflected a delinquent status for the installment that was due by August 15, 2014. Since the account reflected a delinquent status, AES was required by federal regulations to attempt to notify you of the delinquent status, even though you were attempting to apply for IBR. We regret any inconvenience caused by these activities. You may rest assured that no unfavorable credit reporting has been submitted to the nationwide consumer reporting agencies and that your account has not been assessed any late fees as a result of this situation.
As noted previously, your account is current at this time. Additionally, no payments are required through. September 15, 2014. Please remember that your eligibility for IBR must be reviewed annually, and your monthly installment amount will be determined based upon the documentation you provide with your next IBR application. If you do not reapply for IBR or if the documentation you provide with your next application does not demonstrate that you are experiencing a Partial Financial Hardship (PFH), your monthly installment amount will increase to $192.42 beginning with the installment due October 15, 2015.
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.
Sincerely,
Shelly B
Assistant Vice President Customer Service

12/18/2015
 
Dear [redacted]:
 
While we regret that
[redacted] rejected our last response, we appreciate the opportunity to
continue to assist in resolving her concerns regarding the unfavorable
information appearing on her credit report. 
A member of the Research Specialist Team has prepared another formal
response for [redacted] which was mailed to her attention today, December 18,
2015.  We trust that [redacted] will
find our detailed response satisfactory. We ask that [redacted] review our formal letter
and contact our office directly at the phone number provided on the response,
should she have any additional concerns.
 
Best Regards,
 
Jessica N[redacted]
Research Specialist
Team Lead
American Education
Services

November 14, 2014Dear [redacted]:
This letter is in regards to the inquiry we received from the Revdex.com (Revdex.com) regarding the status of the privately-insured student loan you cosigned on behalf of [redacted], serviced by our office. We trust the following...

information will be of assistance.AES services one Alternative Undergraduate Program (ALPLN) Loan, on behalf of the holder, [redacted] ([redacted]). AES administers the loan based upon the terms of the signed Credit Agreement. AES is required to perform billing, credit reporting, and additional servicing activities.
We understand that you are requesting to not be contacted regarding a loan that you did not cosign. Upon review AES’ records confirm that no effort has been made to contact you regarding any debt serviced by our office other than the loan you cosigned on behalf of [redacted]. Pursuant to AES’ privacy policy, your Non-Public Personal Information (NPPI) may not be shared. As previously stated, AES services the loan on behalf of [redacted]. AES will perform additional servicing activities when a loan is in a delinquent status; however, AES does not turn the loan over to third-party collection agencies.
The signed Credit Agreement stipulates that the borrower and cosigner are equally responsible for maintaining a current account status by remitting on-time payments. When your loan is in a delinquent status, AES is required to commence additional servicing activities, including calls, letters, and emails. Such contact must continue until the loan is restored to a current status. Please understand that the holder of your loan may also contact you and the borrower directly, or it may use a collection agency to assist in obtaining payment for the delinquent amount. Therefore, you and the borrower may receive collection communications from various offices. Please note that calls from outside collection agencies are not made by AES. AES representatives will always identify themselves and the nature of the telephone call.
At this time, your ALPLN Loan is past due $23.44 from October 19, 2014. The next $38.71 will be due on November 19, 2014. If no payments are remitted in the meantime, a total of $62.15 will be due at that time.
Separately, by signing the Credit Agreement you and the borrower agreed to maintain current valid demographic information on the account at all times. When AES is notified that the demographic information is invalid skip trace activities are commenced. When skip tracing is performed AES will attempt contact with the borrower, cosigner, references, or any employer listed on the loan application in an attempt to receive valid demographic information, AES’ records confirm that the telephone number(s) associated with [redacted]’s account are currently invalid. If a valid telephone number is provided, skip tracing activities will discontinue. For your convenience, I have asked Research Specialist Joshua D[redacted] to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call Mr. D[redacted] directly at ###-###-####. For general assistance regarding your account, please call our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., Eastern Time.
Sincerely,
Shelly B.
Assistant Vice President Graduate and Professional Services

June 13, 2014Dear [redacted]:This letter is in regards to the inquiry AES received from the Revdex.com (Revdex.com) and the Consumer Financial Protection Bureau (CFPB) regarding the status of your educational loan account. Because the CFPB does not have authority with respect to...

the type of complaint that you filed with its office, we are responding directly to you. We trust that the following information will be of assistance.AES services your federally-guaranteed [redacted] Loans ([redacted]) disbursed on October 6, 2008 and October 9, 2008 on behalf of the owner, [redacted]. As the contacted, third-party service provider, AES performs billing, credit reporting, and additional servicing activities. We understand that you are disputing the unfavorable information that had been submitted to the nationwide consumer reporting agencies in April 2014.Based upon our review, your loans transferred to AES from the previous servicer, [redacted], on September 18, 2012. A copy of the September 26, 2012 letter detailing the transfer is enclosed for your review.
When the loans transferred to AES, they reflected an inschool status through November 21, 2012. Based upon the enrollment certification provided by your school, your loans entered a six-month grace period that extended through May 21, 2013, Your first monthly installment was due on June 19, 2013. However, following the receipt of updated enrollment certification, repayment was further postponed on your account from June 19, 2013 through January 20, 2014.
After these statuses, a monthly installment of $89.79 was due on February 19, 2014. However, a payment to satisfy this bill was not received at that time. AES records confirm that a payment of $365.95 was subsequently received on May 13, 2014, This remittance retroactively satisfied the bills due from February 19, 2014 through May 19, 2014. As a result of the delayed receipt of the payment, both loans reflected delinquencies of at least 60 days on April 30, 2014.
AES records indicate that the unfavorable credit information was submitted accurately to the nationwide consumer reporting agencies in accordance with the Fair Credit Reporting Act (FCRA) as a result of insufficientlate payments. Therefore, AES determined that no credit changes are warranted for this period. In light of your request, AES elevated your inquiry to [redacted] for review. However, [redacted] has not authorized AES to change the information submitted to the nationwide consumer reporting agencies in April 2014 as the owner must also adhere to the requirements of the FCRA.You indicated in your inquiry that AES made no effort to notify you that the loans had entered repayment or that the account was in a pastdue status. Contrary to your claim, AES servicing records indicate that a letter advising you of the changes to the account status was mailed to the address on file on January 22, 2014. Also, a monthly installment was mailed 20 days prior to your due date every month. Copies of the letter and monthly billing statements are enclosed for your records.
You also indicated that AES should have attempted to contact the references that you provided at the time the loans were originated regarding the accounts status. Please note that AESprivacy policy prevents the sharing of account details with any individual that is not authorized on your account. Although an individual may be listed as a reference, a person is not authorized until you complete and return AES’ Authorization for Release of Information form. For convenience purposes, the applicable form has been enclosed.
We regret that we are unable to resolve this matter to your complete satisfaction. However, you may be assured that AES continues to administer the loans in accordance with the terms of your promissory note and federal regulations. For your convenience, I have asked Research Specialist [redacted] to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call **. [redacted] directly at ###-###-####. For general assistance regarding your account, please call our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.. to 9:00 p., Eastern Time.Sincerely,

Please let us know if we can provide additional information.
AES Customer Service

December 11, 2014Dear [redacted]:Dear [redacted]:
This letter is being sent to you regarding the 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.AES currently services seven of your privately-insured [redacted] Loan Program ([redacted]) Loans, on behalf of the owner, [redacted] University of [redacted]). As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed Credit Agreements. AES is required to perform billing, credit reporting, and other servicing-related activities.The loans are detailed in the chart below.
It is our understanding from your inquiry that you request our office to revoke outstanding accrued interest from August 2014 through September 2014, Our files confirm that on August 25, 2014, we received five checks totaling $90,179.22 to AES’ “paid in full” address.Please note that our policy for checks received to this address is, if the amount of the payment is not sufficient to pay-off the intended loan(s), the payments are returned to the original sender due to the restrictive endorsement of the pay-off address. After review of the checks received, it was found that the amounts were not sufficient to pay-off the intended loans. As a result, the aforementioned checks were returned on September 3, 2014,On September 23, 2014, our office again received five checks, totaling $90,179.22, to our regular payment processing address, and these payments were processed and applied to the account as specified, effective the date of receipt on September 23, 2014. Please be advised that in each instance the payments received were accurately processed in accordance with policy and procedure. Therefore, we must respectfully decline your request of reimbursement. We regret any misunderstanding or confusion experienced as a result of this matter.In addition, your inquiry lists an $800.00 discrepancy. Our files indicate that the check for $20,763,00 was credited to loan 1, listed in the chart above. As a result, loan 1 was paid in full with a credit balance of $868.43. You may be assured that refund check number [redacted] for $868.42 was mailed on November 5, 2014.
At this time, loans 2-6, listed in the chart on the first page of this letter, reflect an out of school date of September 10, 2014, with the corresponding six-month grace period ending on March 10, 2015. Therefore, there are no payments currently due for these loans. However, loan 7, due to the interest only repayment option, reflects past due for interest totaling $224.43 from October 31, 2014 and November 30, 2014, We encourage you to remit payment as soon as possible.
If you have any additional questions or concerns, please contact our Customer Service
Department at 800-233-0557. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,
Shelly B.
Vice President Graduate and Professional Services

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 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

October 16, 2014
Dear [redacted]:This letter is in regards to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of [redacted]’s educational loan account, serviced by our office. We trust the following information will be of assistance.
AES...

currently services a privately-insured Alternative Undergraduate Program (ALPLN) Loans on behalf of the respective owners, [redacted] Trust ([redacted]) and [redacted] Trust. As the contracted third-party service provider, AES administers the loans in accordance with the terms of the signed credit agreements. AES is required to perform billing, credit reporting, and other servicing-related activities.The chart below details your loans.Loan Number  Disbursement Date | Loan Program | Original Principal Balance     Current Principal Balance
  1                     November 16, 2006     [redacted]                $21,857,92                            $32,309.87*
  2                     November 28, 2007     [redacted]                $14,207,65                            $18,759.64**The current principal balance is higher as a result of interest capitalization,
AES understands you have concerns regarding the interest that is accruing on the account referenced above, and are requesting that the amount you have paid over the years be subtracted from the original balance as opposed to the current balance. Pursuant to the terms of the signed Credit Agreements, interest on your loans accrues daily based on the Simple Interest method. Interest charges are calculated by multiplying the principal balance, the interest rate, and the number of days elapsed since interest was last satisfied, typically when the most recent payment was credited. This product is then divided by the number of days in the year to yield the accrued interest amount.
(Principal Balance) X (Interest Rate) X (# of Days Elapsed Between Payments/Transactions)                                       (# of Days in the Year)
Based on the present variable interest rate of 5.910%, your account is accruing $8.26 per day or $256.06 over a 31-day month. As required by the Credit Agreements, payments are to be applied first to outstanding collection costs, second to interest, and any remainder to principal.
Please be advised that AES is unable to alter or negotiate the terms and conditions stated in these original Credit Agreements which, by signing, you certified to having read, understood and agreeing to the terms thereof. For this reason, AES is unable to comply with your request to waive the accruing interest. Please be assured that, regardless of increases in your principal balance, your loan is set to be paid in full on December 13, 2030. At this time, the account reflects a current status with the next partial payment of $412.27 due on November 13, 2014.
If you have any additional questions or concerns, please contact our Customer Service Department at [redacted]. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,
Shelly B
Assistant Vice President Graduate and Professional Services

12/27/2015
 
Dear [redacted]:
 
We regret that [redacted]
found our last response unsatisfactory and we appreciate the opportunity to continue
to assist in resolving all of [redacted]’s concerns.  One of our Borrower Experience Advocates,
Maria, attempted to contact [redacted] directly by telephone to further discuss
any concerns [redacted] may have regarding the Total and Permanent Disability
process.  Unfortunately, we were
unsuccessful with the phone call attempt, but we will continue to reach out to
[redacted] in hopes of resolving all concerns. 
Furthermore, direct contact information was provided in the voicemail
that we left for [redacted] and it will also be provided on our formal response to
[redacted].  As always, if any assistance
is needed in the meantime, please let us know.
 
Best Regards,
 
Jessica N[redacted]
Research Specialist
Team Lead
American Education
Services

March 31, 2014Dear [redacted]:Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of your privately-insured educational loan account. We trust that the following information will be of assistance.As referenced in our previous response, AES services one Academic Answer Direct to Consumer (AADTC) Loan on behalf of the owner, [redacted]. As the third-party service provider, AES administers the loan in accordance with the terms of the signed promissory note.In your follow-up to our previous response, you expressed several concerns. To address each issue, we have enumerated below the responses to the concerns detailed in your letter.1.    The statement on page 1 states that the Economic Hardship Forbearance application was received on February 21, 2014 and you have applied the forbearance through March 31,2014.Although your application requested that a forbearance be applied through March 31, 2014, it is important to note that [redacted] only allows periods of Economic Hardship Forbearance to be applied to a period that covers more than three monthly installment due dates. Furthermore, [redacted] only offers a total of 12 months of Economic Hardship Forbearance. At the time your forbearance request was received, you had previously utilized three months of Economic Hardship Forbearance. Therefore, you were only eligible to use an additional nine months of Temporary Hardship Forbearance, and AES could not have applied the forbearance through October 8, 2016, as you requested.Additionally, at the time the forbearance application was received, the account was past due from October 8, 2013. Because periods of Economic Hardship Forbearance cannot be approved for a period that covers more than three monthly installment due dates, the forbearance could not be approved to extend beyond January 7, 2014 without special authorization from [redacted].Although AES was authorized to apply the forbearance to a period that covered six monthly installments, AES was not authorized to apply the forbearance further. If you would like to utilize the remaining three months of Economic Hardship Forbearance offered by [redacted], please complete a new forbearance application and return it to our office along with any required documentation. For convenience, a new forbearance application has been enclosed.2.    The statement on page 1 stated that our records indicate that AES did not receive any telephone calls in reference to your account between August 22, 2013 and March 3,2014.In your previous inquiry, you indicated that you had contacted AES on several occasions prior to the default of the loan in an attempt to prevent the loan from defaulting. Although you did not specifically reference the telephone calls on August 22, 2013 and March 3, 2014, our office referenced these dates to show that our records do not show any telephone calls from you between the dates and, therefore, that our records do not reflect the telephone calls you allege you made prior to February 26, 2014 in an attempt to prevent he loan from defaulting.Additionally, please note that our office does not utilize any telephone numbers with an area code of either 630 or 312. Accordingly, any telephone calls made to either ###-###-#### or ###-###-#### or received from either ###-###-#### or ###-###-#### would not have been made by AES or received by AES.You also indicate that two telephone calls were placed to our toll-free telephone number on February 19, 2014. While we acknowledge that the documentation you provided from [redacted] shows two calls to our toll-free number on February 19, 2014, our records do not indicate that any telephone calls were received in reference to your AES account on that date. Please note, however, that had our records reflected that a telephone call was received in reference to your AES account on that date, this would have had no bearing on [redacted]’s initial request to have the account charged off, and it would have had no effect on the decision made by [redacted] to reverse the charge-off and to authorize AES to apply the forbearance through March 31, 2014. We regret any confusion this situation may have caused youSeparately, please note that, to assist us in keeping accurate records, we request that, when borrowers contact our office, they provide their date of birth and either their AES account number or their Social Security number when prompted by our telephone system to do so. This will help to ensure that all telephone calls received in reference to a given account are noted in our records. Furthermore, the telephone records from [redacted] list that the telephone calls came from a telephone number that we do not have on file for you. If you would like to add this number to your AES account, please update your records through your online account or contact our office for assistance.3.    The statement on page 1 states that if dissatisfied with the quality of service receive you should request an employee's identification number.While you may not have been provided any employee identification number, AES can, in most circumstances, determine who would have transferred the call. Accordingly, AES supervisors can, in many cases, address such situations with the employee, even if you are not provided with the employee’s name or identification number. The instruction provided to, if possible, request an employee’s identification number and to speak with a supervisor was provided for future reference in case you are ever dissatisfied with the service you receive in the future. Similarly, if you are ever dissatisfied with the service you receive from a supervisor, you may always request to speak with a manager. We regret if this process was not followed during the telephone call referenced in your inquiry. You may rest assured that the situation has been addressed with the necessary individuals.4.    The statement on page 2 states your records indicate that the address changes for Dec 2013 and Feb 2014 were completed by me.Our records indicate that you signed up for our paperless correspondence services through your online account on August 21, 2013. Accordingly, the notifications sent to inform you of the severity of the delinquency and the possibility of default were not mailed to you. Rather, an email notification was sent to the email address you provided to our office to notify you that these letters were available to view online through your paperless inbox. If you would like to receive all correspondence via mail, you may choose to opt out of our paperless services by adjusting the paperless preferences for your online account, or you may contact our office for assistance. Please note that if you choose to opt out of our paperless services, you may still view your billing statements and correspondence through your paperless inbox.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.Sincerely,

8/14/2015
 
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

This letter is in response to your recent inquiry (Case# [redacted]) regarding the status of [redacted]'s educational loan account, serviced by our office. We trust that the following information will be of assistance.A comprehensive review of the account has been completed. A copy of our...

response letter is enclosed for your review. We 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 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly K. B[redacted]Assistant Vice President Customer Service?wd

July 29, 2015Dear [redacted]:This letter is in response to your second inquiry to the Revdex.com (Revdex.com) regarding the status of your educational loan account serviced by our office. We trust that the following information will be of assistance.As you know, AES services the subsidized (SUBCNS) and unsubsidized (UNCNS) segments of your Federal Consolidation Loan disbursed April 5, 2006. As the contracted, third-party service provider, AES administers the loan in accordance with the terms of the signed promissory note and federal regulations. AES is required to perform billing, credit reporting, and other servicing-related activities. By signing the promissory note, you are responsible for timely repayment of the entire debt, including all accrued interest, the entire principal balance, and any applicable fees.We understand that you did not accept our first response because AES had allegedly expressed an unwillingness to assist you with the past due amount. You also stated that you had scheduled four good-faith payments and asked for AES to assist with resolving the past due amount. We also understand from you inquiry that you had emailed AES and requested for your repayment plan to be changed to the Income-Sensitive (I/S) Repayment Schedule. You stated that AES did not inform you that your new repayment plan needed to be in place 25 days prior to the end of the previous one. In addition, you stated that AES never informed you that you were denied an Administrative Forbearance. It is important to know that an Administrative Forbearance is not a forbearance for which you can apply; rather, it is used internally by AES to accommodate a variety of situations.As previously stated in our most recent letter dated June 25, 2015, AES received your email which stated that you requested a change in your loan repayment status and that you were told the loan was past due. You also stated that you could not afford nearly $600.00 and that you wanted AES to grant a two-month forbearance status. Subsequently, a request was submitted to have an Administrative Forbearance applied your account.On June 30, 2015, AES received your email checking on the status of your two-month forbearance request. At that time, you were advised that the account was granted the Income-Based Repayment (IBR) plan effective July 20, 2015 and that forbearance had not been applied on the account. You were advised that you were responsible for the June 20, 2015 payment. In addition, you were advised to take the eligibility quiz for the best repayment options to postpone your payments.In addition, on July 7, 2015, AES received your Temporary Hardship Forbearance request via the AES website. On July 14, 2015, the Administrative Forbearance request was reviewed and denied because your Partial Financial Hardship (PFH) amount had increased. Therefore, you were not eligible for the Administrative Forbearance. Since you have previously utilized all the allotted time available of the Temporary Hardship Forbearance, that request was also denied and could not be used to cover the installment due for June 20, 2015.AES received your email dated July 17, 2015 in which you requested to change to the I/S Repayment Schedule. At that time, you were advised that you needed to opt out of the IBR plan before you could apply for the I/S Repayment Schedule. An “Opt Out’ application was sent to you on 7/25/15. We regret the delay in updating the account to an I/S Repayment Schedule. However, to assist you, an I/S Repayment Schedule application is enclosed. Please complete and return the application and required documentation to AES at your earliest convenience.Finally, AES records confirm that four payments were scheduled effective July 17, 2015 in the amount of $110.00; July 28, 2015 for $100.00; July 31, 2015 for $115.00; and August 14, 2015 for $91.09, for a combined total of $416.09. At this time, the account reflects in arrears from June 20, 2015 for $617.18 (with $32.70 assessed in late fees).If you have any questions, please contact our Customer Service Department toll-free at 800-233-0557. 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

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 account. We 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, 2014. Regrettably, you received inaccurate information when you were advised that the Direct Debit service could be submitted on May 1, 2014 to suspend the June 1, 2014 installment due date. AES 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 installment. In addition, we can only suspend the Direct Debit service for 30 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 $274.43 Direct Debit payment on June 1, 2014 and the $33.00 non-sufficient funds fee that you incurred. As you requested, the $274.43 Direct Debit payment effective June 1, 2014, which satisfied the July 1, 2014 billing statement, will remain on the account.As a result of this payment, your account currently reflects advanced-payment status through July 1, 2014. Accordingly, your next payment of $274.43 will be due on August 1, 2014 for this account. In addition, your request for a refund of the $33.00 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, 2014 to cancel the Direct Debit service for your account. [redacted], AES sincerely regrets any inconvenience or confusion that this situation may have caused you. We 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 attention. 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,

Please contact AES Customer Service if we can be of any additional assistance.

This letter is in response to your inquiry (Complaint ID# [redacted]) regarding the status of the educational loan account of [redacted]. [redacted]. AES’ records reflect that Ms. [redacted]. [redacted]...

is listed as a cosigner on the account. We trust that the following information will be of assistance. A comprehensive review of the account has been completed. A copy of our response letter is enclosed for your review. We trust that the letter addresses the concerns brought to our attention. 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[redacted] Vice President, Loan Operations sds enclosure AES ? [redacted] Harrisburg, PA 17102 American Education Services [redacted] Harrisburg, PA 17105-2461 Toll-free ###-###-#### ? TTY Dial 711 Fax ###-###-#### or ###-###-#### www.aesSuccess.org ? International ###-###-#### July 17, 2015 [redacted] LAWTON IA 51030-8155 Dear Ms. [redacted]: This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of the educational loan account that you cosigned on behalf of [redacted]. [redacted]. We trust the following information will be of assistance. AES currently services one privately-insured Alternative Undergraduate Program (ALPLN) Loan disbursed, on December 30, 2005, on behalf of the loan’s holder, [redacted] (NCT). As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed Credit Agreement. AES is required to perform billing, credit reporting, and other servicing-related activities. Please note that AES did receive a copy of the check dated January 6, 2015 in the amount of $144.68; however, the account number listed on the check was not for you or [redacted]. Additionally, you did not sign the check; therefore, AES is unable to respond to you regarding this information. Please have the person who signed the check contact our office for further information. At this time, the ALPLN Loan is in arrears from June 22, 2015 in the amount of $146.39 (with $5.00 assessed in late fees). The next installment of $147.31 will be due on July 22, 2015. We encourage you or [redacted] to remit payment to restore the loan to a current status. If full payment is not able to be made, please contact our office to discuss repayment alternatives. 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 sds [redacted] cc: Revdex.com AES ? [redacted] Harrisburg, PA 17102

November 7, 2014Dear [redacted]:
This letter is in regards to the 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.AES currently...

services your privately-insured Alternative Undergraduate Program (ALPLN) Loan on behalf of the owner, [redacted]). Because AES is not the owner of the loan, it does not have the authority to alter or negotiate the terms of the Credit Agreement and must administer the loan in accordance with its terms.The chart below details the loan.Disbursement Date   Loan Program   Original Principal Balance    Current Principal BalanceJanuary 4, 2007          ALPLN                       $31,746.03                          $39,915.55**The current principal balance is higher as a result of interest capitalization.
In your inquiry, you expressed concern regarding previous communication with our office in which you were advised that you could not obtain a copy of the signed Credit Agreement and Note Disclosure Statement without certain information being redacted. Please be advised that AES is required to adhere to a strict privacy policy when providing such documentation to guard against instances of identity theft/fraud, a serious issue for the entire banking/finance community and its customers. However, in light of the escalated nature of this inquiry, AES has agreed to provide this documentation with only the first five digits of the Social Security number redacted. Please thoroughly review this information upon receipt of our response.
At this time, the account reflects a current status with the next payment of $263.36, which is due on December 9, 2014.
If you have any additional questions or concerns, please contact our Customer ServiceDepartment at [redacted]. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly B. 
Assistant Vice President Graduate and Professional Services