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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  First of all I did not EVER open any sort of account, or apply for any student loan what so ever, with any company entitled AES. Next I would like t reiterate the fact that during my first semester of undergraduate school in 2008 [redacted], my lender of choice stopped furnishing student loands. Six years later I start paying back my student loans, on time monthly.  Since I never EVER received any correspondence from your agency, how was I possibly to know of your existence. Funny how I received all of my other loan information, and have not missed a beat. Funny how I relocated from Texas to another Address in Texas; To Germany and then New York, and chaged my address thru the post office with every relocation. Funny how Every bill, credit card, post card, catologue and piece of junk mail made it to all of my new addresses however, yours never made the cut. Coincidence? I think not. I think that you have a very shady business practice, in which you go out of your way to destroy an individuals credibility. I will not consider your denial now or ever. I will contact an attorney, because I have more substantial evidence of your poor practices, and lack of communication to your consumers, than your mere accusations of my lack of responsibility in the matter.
Regards,
[redacted]

9/10/2015
 
Dear [redacted]:
 
While we regret the
concerns received in [redacted]’s 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

August 1, 2015
Dear [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 previously serviced one...

subsidized [redacted] Loan ([redacted]) and one unsubsidized [redacted] Loan ([redacted]), both disbursed November 12, 2004, on behalf of the owner, [redacted]. As the former, contracted third-party service provider, AES administered the loans in accordance with the terms of the signed promissory note and federal regulations. AES was required to perform billing, credit reporting, and other servicing-related activities. By signing the promissory note, you were responsible for the timely repayment of the entire debt, including all accrued interest, the entire principal balance, and any applicable fees.We understand from your recent inquiry to the Revdex.com that you are disputing the unfavorable information that is still listed on your credit report. You also stated that you did not receive assistance when you contacted AES to discuss your credit reporting concerns.Our records confirm that you have not spoken to an AES loan counselor since February 4, 2013. However, AES received an email from you on July 22, 2015. In response, AES provided information that same day. A copy of the email is enclosed.
AES submits unfavorable information to the nationwide consumer reporting agencies when an account reflects a designated level of delinquency. As a result of non-payment, the loans were accurately submitted to the nationwide consumer reporting agencies as being at least 60 days delinquent in April 2012; 90 days delinquent in May 2012; 120 days delinquent in June 2012; 150 days delinquent in July 2012; and 180 days delinquent from August 2012 through December 2012.
As a result of the severe delinquency, the loans defaulted from AES’ servicing system and transferred to the guarantor, the [redacted] ([redacted]), effective January 24, 2013. To obtain current information on the status of the loans, you may contact [redacted] directly at ###-###-####.
Pursuant to the Fair Credit Reporting Act, 15 U.S.C. § 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate information. Because AES can verify that the unfavorable information was reported accurately, we cannot lawfully remove this information. In addition, the unfavorable information will remain on your credit files for no more than seven years.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

March 19, 2015Dear [redacted]:This letter is in response to your recent inquiry (ID# [redacted]) regarding the status of [redacted]' 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 to [redacted] 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 counselorsare available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly B
Vice President, Loan Operations

This letter is in regards to the inquiry we received from the Revdex.com (Revdex.com) regarding the status of your educational loan account.The chart below details your educational loans.
Loan Number | Disbursement date |  Loan Program | Original Principal Balance | Current Principal Balance
1                       October 6, 2004         PEPLN              $10,695.19                          $14,072.42*
2                       October 7, 2004         PEPLN              $10,695.19                          $14,070.05*
3                       January 23, 2006        PEPLN              $12,834.22                          $15,374.73*
4                       May 9, 2007               PEPLN              $16,042.78                           $18,682.06**The current principal balance is higher as a result of interest capitalization.
AES services the referenced loans on behalf of the holder, National Collegiate Student Loan Trust (NCT). As the third party servicer, AES administers the loans in accordance with the signed Credit Agreements, copies of which have previously been provided. AES is responsible for billing, credit reporting, and other servicing-related activities.
In your rebuttal to your previous Revdex.com inquiry, you contend that AES could have previously sent you the documents that you requested without initiating a Revdex.com complaint. AES has reviewed your account and cannot find any instance where you had previously requested copies of your original Credit Agreements, While it is never a problem for AES to send customers copies of these documents, your Revdex.com inquiry was the first time that AES has record of your request.In the same manner, you also implied that AES provided you a loan interest statement as a result of your Revdex.com inquiry. To the contrary, AES was required to mail the document to you before January 31 following the tax year for which you would be filing. You indicated that you had contacted AES in early February 2015 to inquire about the tax document, and our records confirm that on February 2, 2015, you were advised that you would be receiving a 1098-E Statement, and were also advised how to electronically access the document.
Based on the deadline required to mail the statement and the date that you called in, it is reasonable to allow the Postal Service time to deliver the document to your address. In your Revdex.com rebuttal, you acknowledged that your address was correct on AES° system, further the letter was not returned to AES by the US Postal Service as undeliverable; therefore, AES had no reason to believe that you had not received it the first time it had been mailed. You did not make any further inquiries about the document until your Revdex.com inquiry.Page 2
AES policy on tax reportable interest states that if the amount of interest paid in a calendar year is greater than or equal to $600.00 a 1098-E form will be generated and mailed to the borrower, and the amount will be reported to the Internal Revenue Service (IRS). Amounts under $600.00 are not reported to the IRS and you will not receive a 1098-E. This policy still applies to future tax statements if the amount of interest you pay during future years is sufficient to warrant the mailing of a statement,
The referenced loans entered repayment for a term of 239 months. The terms were contained in the Credit Agreement documents previously mailed to you. As of the date of this letter, Loans 2, 3, and 4 have a remaining term of 167 months and Loan 1 has a 180 month term remaining.
Our records indicate that you have fully utilized the Modified Graduated Repayment Schedule (MGRS) offered by the PEPLN loan program. The MGRS temporarily reduces your required monthly payments, but does not extend your loan term. Following a 24-month period of reduced payments under the MGRS, monthly payments must be recalculated to ensure the remainder of the principal balance and accrued interest are satisfied by the pay-off dates required by your Credit Agreements. Due to the reduced payments made during the first 24 months of the MGRS, additional interest accrues and a smaller portion of the principal balance is repaid during this time. This means your monthly installment amounts following completion of the MGRS would likely be higher than your monthly installment prior to the MGRS. Our records indicate that you have fully utilized the MGRS and are no longer to utilize the schedule. At this time, there are no other alternative repayment options available.
As you may know, your student loans are privately-insured student loans and are not eligible for alternative options offered by federally-guaranteed student loans. AES services both federal and private loans, we see that you previously applied for an income-Based Repayment Schedule (IBR). Because privately-insured student loans are not eligible for the IBR, AES was required to mail a denial letter to you informing you that your loans were not eligible. We regret any confusion that you may have experienced concerning the repayment options available for your loans.
If AES’ records indicate that an invalid address exists your account, you may experience skiptracing telephone calls. These calls are only made in the event that an invalid address is registered on your account, it was not an annual event conducted by AES to find out if you still reside at a particular address. Pursuant to the terms and conditions of your original Credit Agreement, it is your responsibility to ensure that AES has accurate demographic information on file at all times. Unless you indicate that the address is incorrect, AES believes it has an accurate address for you on file.
We trust this information is sufficient for your needs. If you have any questions or concerns, please contact Customer Service 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 Servicing

December 9, 2016
Dear Ms. [redacted]:
While we regret that Ms. [redacted] rejected our last response, we sincerely appreciate the opportunity to continue to assist in resolving her concerns. Rest assured that the information contained in Ms. [redacted]’s last communication to the Revdex.com has been under review by Maria, the Borrower Experience Advocate working Ms. [redacted]’s complaint. Please know that additional research is being performed at this time and a formal response will be sent to Ms. [redacted]’s attention once complete. If you have any additional questions or concerns, please let us know.
Best Regards,
Nathan H[redacted]
Borrower Experience Advocate Lead
American Education Services

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 office. We trust that the following information will be of assistance.AES...

previously serviced your rehabilitated, federally-guaranteed subsidized [redacted]) Loan, disbursed April 25, 2007, on behalf of the loan-owner, [redacted]-1 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 regulations. AES 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, 2012. 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, 2012 and the servicing-related activities transferred to AES on January 20, 2012. A copy of the transfer letter has been enclosed for your review. Subsequently, the loan was sold to the current owner, [redacted]-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 office. As the former servicer, AES was required to submit the status of the loan each month to the nationwide consumer reporting agencies. As 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, [redacted]. Accordingly, AES was required to report the default/claim paid status of the loan the nationwide consumer reporting agencies in June 2013. 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 record. Please note that Section 605 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 report. Pursuant to the Fair Credit Reporting Act, 15 U.S.C. § 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate information. Accordingly, 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 2013. To assist you, your request was elevated to [redacted]-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 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly B.
Vice President, Loan Operations

February 20, 2014
Dear **. [redacted]:
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 account. We trust that the following information will be of assistance.
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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 enclosed. The loan is further detailed in the chart below.
Disbursement  Date    Loan Program    Original Principal Balance    Current Principal Balance
November 5, 2007    ALPLN    $3,736.26    $1,062.82
In your inquiry, you allege that you called AES in December 2013 and that you requested a payoff amount for the abovereferenced loan. You further allege that the AES loan counselor with whom you spoke advised you that the payoff amount was $1,062.82. 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 was. As 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 $1,062.82 check that AES received from you on December 5, 2013 did not account for the accrued interest ($307.52 as of December 5, 2013), the check was insufficient to pay the loan in full. Since 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 full. Please 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 $1,390.00 ($1,062.82 principal balance + $327.18 accrued interest) by March 31, 2014. You may submit your payoff amount to the address below. Please ensure to include your 10-digit AES account number with your check or money order.
AES—Paid in Full P.O. Box 2251 Harrisburg, PA 17105-2251
If your payoff amount of $1,390.00 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 payment. If you are unable to submit a payment of $1,390.00 to our office by March 31, 2014, please contact our office for an updated payoff amount.
In your inquiry, you also state, “1 asked on many occasions to send me the billing detail via email. To date I have yet to receive it.” Our records however, do not indicate that we previously received such a request from you. For your records, our office has enclosed a chart that summarizes the billing activity for your account. Our 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 loan. Please 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 emails. Furthermore, 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 call. If 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 back. Alternatively, 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 debt. Please 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 account. However, 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 you. Such attempts to locate valid contact information may include placing telephone calls and sending letters to the references you provided during the loan origination process. If 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 amount. Therefore, if you are delinquent, you may receive communication from various offices. Please note that these outside collection calls are not made by or at the direction of AES. Importantly, 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 loan. AES 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 counselors. You may be assured that all of our loan counselors are trained to provide courteous service to customers. Many customer service calls are monitored to ensure that optimum service is provided. Loan 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 excellence. Contrary 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 you. However, 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 situation. Similarly, 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 7:30 a.m. through 9:00 p.m. Eastern Time.
Sincerely,

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 time. I did sign up for this service and once it took into effect things were good for the first two cycles. Then I began getting calls that my account was past due and that I had to make a payment over the phone. The representatives were rude and lacked information. Since I was the one who was called, I assumed they had all my information or you'd think. In both calls, I had to tell the rep. that 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 3 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 0 issues with any other mail. Anyways. I regret taking loans from this sorry company and will advise anyone else to STAY CLEAR!

December 1, 2014Dear [redacted]:
This letter is a formal response to your inquiry received through the Consumer Financial Protection Bureau (CFPB) concerning your educational loan account serviced by American Education Services (AES).
AES services one, privately-insured...

Alternative Undergraduate Program (ALPLN) Loan on behalf of the holder, [redacted]. Because AES is not the holder 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 the terms of the signed Credit Agreement.Our records verify that, since you have already utilized a total of 12 months between the Temporary Hardship Forbearance and the Reduced Payment (RP) plan, your loan was not eligible to receive an additional period of the RP plan. We regret that you were previously informed that your loan was eligible to use the RP plan again. It is critical that borrowers are always provided timely and accurate information, and you may be assured that we have addressed the situation with the necessary individuals.
To assist you, AES forwarded your inquiry to [redacted] for further review. Recently, its office authorized AES to apply the RP plan to your loan, beginning with the installment due January 13, 2015. In addition, [redacted] authorized AES to apply an Administrative Forbearance to your loan from May 13, 2014 through December 31, 2014. Accordingly, the account now reflects a current status, and a payment of $100.00 will be due by January 13, 2015 for your loan.
If you have any 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,ShellyB. Assistant Vice President
Graduate and Professional 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:
 
Regards,
[redacted]

April 23, 2015[redacted] ELLENTON FL 34222–3732
size="3">Dear Mr. [redacted]:
This letter is in response to an 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.
We understand from your inquiry that, as a result of your divorce, you have been ordered by the court to pay half of the monthly installment amount of your ex-wife’s student loans. In addition, you stated that AES’ online service refused to grant you access to the account.
Based on our review, our office received email inquiries from you on March 24, 2015 and April 13, 2015. Please be advised that AES is unable to provide account-specific information without a proper authorization form. Therefore, 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. In addition, AES’ online Account Access is for use by only the primary borrower. For security purposes, you would not be permitted to access her information using that method.
To further assist you, we are listing other payment methods that you could utilize below:
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.
Telephone: Student loan payments may be made directly through our Interactive Voice Response (IVR) system. This no-cost, voice-activated application will guide through the payment remittance process and is available 24 hours a day, seven days a week. Once the transaction is complete, a confirmation number will be provided as record of the remittance.
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 Operationsbh cc; Revdex.comAES • [redacted], Harrisburg, PA 17102

[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:
Your employees did not make the information clear. I did not ask for the loan to be transferred to your company and you are the one now collecting the payments and making money off the interest of the loan, so one would expect better service. Your employees should be better equipped when it comes to the issue at hand but also making sure sure that someone is properly doing everything so that they can avoid issues such as the one we are currently discussing. Again I never received your mailings, emails, or phone calls to any of the contact information that has been provided to AES in order to contact me in a case of an issue. One would think that this would have been handled earlier if they were aware that there is an issue. I can see where this could be AES's M.O. in order to mislead, the least amount of helpful information means more of a chance for the borrower to experience an issue such as the current discussion. Again I reject your response letter and we both know nothing will come of this Revdex.com complaint. That is why I will be filing a complaint with the State Attorney Generals office on the matter.
Regards,
[redacted]

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 account. We trust the following information will be of assistance,AES currently services two Alternative Undergraduate Program (ALPLN) Loans, disbursed October 11, 2005 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 concerns. AES concurs regarding the importance of providing accurate information on its website, and would like to assure you that your feedback is greatly appreciated. As 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 system. Thank 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 7:30 a.m. through 9:00 p.m. Eastern Time.
Sincerely,
Shelly B.
Assistant Vice President Graduate and Professional Services

March 10, 2015Dear [redacted]This letter is in response to your inquiry to the Revdex.com regarding your previously defaulted student loans held by Pennsylvania Higher Education Assistance Agency (PHEAA). Your inquiry has been forwarded to me for review and response.As of the date of this letter, your account has been satisfied as a result of receiving your federal treasury offset payment in the amount of $7,631.01 on February 24, 2015. Regarding the refunds in the amounts of $224.14 and $5.00, paper checks have been generated and will be mailed to your address listed above no later than March 12, 2015.Regarding the offset of your Federal tax refund, as stated in my letter to you dated March 6, 2015, to avoid the offset of your federal tax return, voluntary monthly payments must have been received prior to November 5, 2014. As your first voluntary monthly payment was received on December 26, 2014, or 51 days after the certification date, your federal taxes were seized in accordance with not only the terms of your master promissory note but also federal regulation 34 C.F.R. § 682.410(b)(6)(v) which clearly states that a guaranty agency (PHEAA) must attempt a federal offset against all eligible borrowers. Although you spoke with us concerning the establishment of voluntary monthly payments, these conversations do not stop the certification process. To stop the certification process, voluntary monthly payments must have been remitted prior to the certification date of November 5, 2014. Additionally, our records indicate we advised you of the potential offset of your taxes during our conversations with you.Per your inquiry, you state you are experiencing a financial hardship as a result of the offset of your federal tax return. As my previous letter states, you are encouraged to provide us with any documentation that substantiates this claim. You may mail your documents to PHEAA Default Collections, PO Box 8.147, Harrisburg, PA 17105 or fax them to [redacted], attention Default Collections. As previously stated, the receipt of and review of any documents received concerning your financial hardship does not guarantee a refund of any portion of your federal tax refund.Our records also indicate that your account was never referred to an outside collection vendor and at no time were your advised to contact an outside source for assistance with this account,Should you have any additional questions or concerns regarding your account or information contained in this response, you may contact our customer service department toll-free at [redacted]. Representatives are available to assist you Monday through Thursday 8:00 am until 9:00 pm and Friday 8:00 am until 5:00 pm.Respectfully,Aaron M.
Manager PHEAA Default Collections

10/9/2015
 
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 Borrower Experience Advocate Team
who is diligently working toward a resolution. 
We take all concerns included in the complaint very seriously.  Please be advised that the Borrower
Experience Advocate will be providing a formal letter shortly, along with their
contact information, should any additional concerns arise.
 
Best Regards,
 
Jessica N[redacted]
Research Specialist
Team Lead
American Education
Services

August 27, 2014Dear [redacted]:This letter is in response to your recent inquiry, Complaint ID # [redacted], regarding the status of [redacted]’s ([redacted]) educational loan account that is serviced by our office. We trust that the following information will be of assistance.A...

comprehensive review of the account has been completed by our office. A copy of our letter of response is enclosed for your review. We trust that the letter satisfactorily addresses the concerns brought to our attention.If you have additional questions or need further assistance, you may call our office Mondaythrough Friday at ###-###-#### from 7:30 a.m. to 9:00 p.m., Eastern Time.Sincerely,Shelly BAssistant Vice President Customer Service

1/29/2016
Roman">
 
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.  Pursuant
to [redacted]’s request, a phone call was placed to her on January 26, 2016 to
further discuss the concerns included in this complaint; however, we were
unable to reach her, so a message was left and we are currently awaiting a returned
phone call.  We take all concerns
included in the complaint very seriously. 
Please also 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

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.m. to 9:00 p.m, Eastern Time.Sincerely,

January 7, 2015
Dear [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 services both subsidized...

(SUBCNS) and unsubsidized (UNCNS) portions of your Federal Consolidation Loan disbursed December 26, 2001. As the contracted third-party service provider on behalf of the loan’s owner, [redacted]/[redacted] ([redacted]), AES administers the loan in accordance with the terms of the promissory note and federal regulations.AES is required to perform billing, credit reporting, and additional serving-related activities. As part of its servicing activities, AES is obligated to attempt telephone calls, generate emails, and send letters to notify you of the loan’s status, should the loan become delinquent. These activities also provide an opportunity for repayment alternatives to be offered, as applicable. Based upon the signed promissory note, you are responsible for maintaining a current account status by remitting timely payments. If you are unable to remit payments, then you are required to maintain the account in a current status by applying for an available repayment alternative in a timely manner.
We understand from your inquiry that you are disputing the unfavorable credit information existing on your consumer report which AES submitted to the nationwide consumer reporting agencies in August 2008 and September 2008. AES’ records confirm on October 27, 2008, you made a verbal request with an AES loan counselor for a period of Temporary Hardship Forbearance.
At the time our office received your request for Temporary Hardship Forbearance, your Consolidation Loan was past due from the installment bills due July 20, 2008 through October 20 2008. As a result of the delinquent status, your loan was accurately reported to the nationwide consumer reporting agencies as being at least 60 days and 90 days delinquent in August and September 2008.
AES approved your request for Temporary Hardship Forbearance and retroactively applied forbearance from July 20, 2008 through November 24, 2008, which deferred the past and future installment bills due at that time. A letter confirming this adjustment was sent to you October 28, 2008. Please note: Although the retroactive application of forbearance removed the delinquency from the account, it does not negate any accurately reported unfavorable credit information previously submitted to the nationwide consumer reporting agencies as a result of insufficient payments.
Pursuant to the Fair Credit Reporting Act (FCRA), 15 U.S.C. § 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate information. Since AES can verify that the unfavorable information was submitted accurately to the nationwide consumer reporting agencies, AES cannot lawfully modify this reporting for you. In an effort to assist you further, AES forwarded a copy of your inquiry to [redacted] for review. Once a determination is made by [redacted], AES will notify you in writing with the results.
At this time, your Consolidation Loan is current and the next $234.04 installment is due February 20, 2015.
If you have any 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 Customer Service