Pennsylvania Higher Education Assistance Agency

[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: Even though I am quite disappointed in the response letter I received from AES, as it only detailed history and NOT addressing the current state of the account. I'm going to just go ahead and close this. I have contacted the Attorney General to go further into the situation through them and hopefully bring AES into full accountability of their mistakes and fraud issues.
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]

AES cust service  had assured me that if I could go and obtain all the necessary documents from [redacted] to show the mistake that had occurred, they would then remove the late based on the fact that it was not due to  negligence on my part or lack of funds . I went through 2 days of  hassle of gathering the necessessary docuemntation AES had requested and now that I have done so and provided them with the documentation , they are simply refusing to act on rectifying this issue This is absolutely unacceptable, AES has not only messed up my credit but have cost me a significant amount of time for nothing. 
I am a hard working American and an honorably discharged veteran, it is absolutely mind boggling how despite acting responsibly, I am being penalized due to no fault of mine. ]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

April 4, 2014
Dear [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 owner, [redacted] ([redacted]). AES’ records confirm that you cosigned the ALPLN Loan on behalf of [redacted]. [redacted]. AES must administer the loan in accordance with the terms of the signed Credit Agreement, a copy of which is enclosed.The chart below details the loan.Loan Number    Disbursement Date    Loan Program    Original Principal Balance    Current Principal Balance1                           January 8, 2007            ALPLN                   $9,523.81                              $8,636.57
Your CFPB inquiry indicated that you had concerns regarding being released from your responsibilities as the cosigner for the loan. Please note that, while [redacted] offers a Cosigner Release Benefit, this benefit is offered at the sole discretion of the owner. Accordingly, AES, as the third-party service provider, is not authorized to release you from your obligation without authorization from [redacted].Please note that, for Direct to Consumer (DTC) loans, such as the referenced loan, [redacted] presently offers the Cosigner Release Benefit for loans disbursed for the 2006-2007 program year and beyond. For such DTC loans to be considered by [redacted] for the Cosigner Release Benefit, the eligibility criteria outlined below must be met.•    The borrower/cosigner must request the benefit after the 48th consecutive on-time payment.•    On-time payments are defined as being received no earlier than five days before the due date and no later than 5 days after the due date.•    Prior to the 48th month of consecutive on-time payments, the borrower/cosigner must have elected to use the electronic payment service, Direct Debit.•    Lump sum payments do not qualify.•    Borrowers cannot use any forbearance prior to receiving the Cosigner Release Benefit.•    Borrowers must meet the credit requirements of the eligible tier, including but not limited to, having no tradeline delinquencies greater than 60 days in the past two years.
To assist you, our office forwarded your inquiry to [redacted] for review. However, [redacted] did not authorize AES to release your from your responsibilities as the cosigner of the loan.To address any additional questions, please contact our Customer Service Department at ###-###-####. Loan counselors are generally available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,

[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:
Because I have had issues receiving responses from AES in the mail.  I would like for them to also respond through the Revdex.com.  
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:
Their response doesn't justify their actions. And their advertising to offer repayment options is still false. I would like consumers to be warned about AES's predatory lending model. It's companies like AES that will ruin the American working class and ultimately, America. I hope the Revdex.com does justice to this systemic atrocity by warning consumers not to use lender services that are managed by AES or any affiliated lending companies.  
Regards,
[redacted]

October 2, 2014Dear [redacted]:
This letter is in response to a recent inquiry we received from the Revdex.com regarding your educational loan account serviced by our office. We trust the following information will be of assistance.
In your inquiry, you expressed...

concerns regarding the AES privacy policy, Specifically as it relates to online services available on our website. For that reason, a copy of the “Online Service Terms of Use” is enclosed with this letter. When you created your online account, you agreed to these terms.Although the Online Services Terms of Use indicates, “If you permit any other person to access your account or your account information, user IDs, passwords, PINs, or any other means of accessing your account, you are responsible for any resulting transactions or activities,” it is important to note that, prior to this statement, the Online Services Terms of Use stipulates,
If you create an online access account via Account Access, you are responsible for maintaining the confidentiality of any username and password and for any and all activities that occur under your password or account. You agree to protect and keep confidential your account information, user IDs, passwords, PINs, or any other means of accessing your account or any other information or content on Online Services, as applicable.
Accordingly, we ask that you do not provide anyone else with the login information for your online account. While, as noted above, the Online Services Terms of Use later stipulates that you assume responsibility if you permit another individual access your online account, this does not mean that you may do so as long as you understand that you are responsible for any actions performed by that person. Rather, this statement is included so that you are aware that, if you break the agreement to keep your login information confidential, you understand that you are responsible for any actions performed by the individual(s) to whom you provided your information.
As you are aware, AES will block access to your online account if it becomes aware that a person other than yourself is accessing your online account, even if you have authorized that person to receive information about your account. Although this policy is not explicitly stated in the Online Service Terms of Use, please understand that the policy is in place to not only protect the security of your personal information, but also to prevent anyone other than yourself from making changes to your account that only you are authorized to make (such as changing your contact information).
Consequently, if you would like someone other than yourself to be able to access your online account, you must provide our office with properly executed documentation indicating that you have assigned that person Power of Attorney privileges, which would then allow that person to make adjustments to your account as if that individual were you. Please understand that this policy is in place to protect our customers.Please note that, in accordance with AES’ privacy policy, it is only able to release information to someone for whom a borrower completes an Authorization for Release of Information form or authorizes the individual through the borrower’s online account. As of the date of this letter, AES has no record of receiving an Authorization for Release of Information form or receiving the authorization through your online account. In order to authorize your wife to be able to receive account-specific information, we ask that you please complete and return the enclosed form.At this time, the account is satisfied through the installment due October 11, 2014. A partial payment of $221.16 is due by November 11, 2014.
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 Department

Review: I had a stroke on March 13, 2013. Since then I have not worked due to my inability to walk, talk, or concentrate/focus. I have requested deferment or forbearance of a student loan with this loan agency several times. However, they kept saying they have no record of my requests. They call daily, sometimes 2-3 times a day to inform me that my account is overdue. It has been difficult to handle these phone calls for various reasons. One reason is because I lost my ability to speak with the stroke. Another reasons is I have also lost my ability to think quickly, respond, focus/concentrate, and multi-task. The third reason is also due to my stroke as I have severe migraines and headaches daily and do not sleep at night well. I am unable to handle talking to them on the phone on a daily basis. I was very patient and nice to start out with, however, on many occasions while trying to talk to them on the phone, they have yelled at me for not being able to understand me. I have tried to explain it is because I am just now learning to speak again and cannot speak clearly all the time. I tell them the reason is I had a stroke and one representative said they don’t care that I had a stroke. Stress does not help my abilities to talk and cope. Stress has also sent me back to the hospital twice now since my stroke due to all of the complications of the stroke. I cannot handle the incessant phone calls. And it is my understanding that it is not lawful to call more than once within a 72 hour period. It doesn't help that they insist they have not received any requests for help when in fact I have sent several requests. Upon one of the most recent phone calls, they said they didn't have a request for help and then suddenly the person on the other end says "Oh it looks like we have received a request." They then said it will take some time to process my request and they can continue to call me while it is pending. I understand that, however, they don't seem to be concerned about my well-being even though when I call customer service myself, they say the only reason they call is because they care and want to help, however, if they really cared, they'd realize the stress literally puts me back in the hospital. And on several occasions when they call me about my overdue bill, they have told me they don't care that I had a stroke. I understand that their job is to collect, not care about my health, but I do not like hearing that the reason they call incessantly is because they care, when in fact other callers have said they don't care and have yelled at me. I live with my 93 year old mother that I have been taking care of for almost 18 years. I have applied for assistance with the state and disability which is still pending. I by no means want to get out of paying my bill. I want to go back to work eagerly. However, I cannot at this time. I only ask for some patience while I wait for assistance and to please consider my health as it is hard to take care of my 93 year old mother who has dementia among other illnesses when I am in the hospital and there is no one else to help. My other creditors have been kind enough to help me and put my accounts on hold, consolidate them, or patiently wait to make another follow-up call in a month’s time to give state assistance time to process. This company's customer service has yelled at me and not responded to my requests for help on several occasions. I am doing the best I can while I learn to walk and talk again and take care of my 93 year old mother. All I ask is for some time and consideration.Desired Settlement: I would like a responce to my deferral/forbearance request I sent in in May. I also ask to at least only call to remind me of my overdue bill weekly, if not monthly. I am well aware of what I owe and have not forgotten and if that means sending me to collections, just due it. The incessant, debatably harassing phone calls are not going to get them their money any sooner as I have no options until assistance is approved. I also hope an outcome would be a review of their system regarding requests as I have sent in several and one has made it and even then they claim they didn't receive it to discover they received it and missed it. If I can get a deferment or forbearance, that would be great. If not, I will pay when I can and am fighting to because I am determined to get better and work again and I will work again. I only want state assistance temporarily to get by until I do work again and I do not want to take advantage of the system or any system.

Business

Response:

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

Review: My loans through this company were and have been in a forbearance since I've gotten out of college. After joining the military, I knew I was going to go back to school and I knew the loans would be placed into an in school deferment, so I kept them in FB until this time. In October 2012, AES is claiming that my loans came out of a FB and I did not pay them. I received a call in January 2013 and was told that my loans were in repayment and was asked if I could pay. I simply asked for them to be put back into a FB, as I was arranging my classes and knew I would be starting school again soon. At this time, I was not informed that my loans were late or that I have even been reported to the credit bureau. It wasn't until June 2013 that I was made aware that I had been reported. I did not receive any phone calls, letters or emails stating that I was 30 or even 60 days late. I wasn't informed that I was getting reported. I wasn't informed my loans were out of a forbearance. Seeing as my FB times varied, I relied on the phone calls and letters I would receive to inform me that I was in repayment status. AES is claiming that they have a phone conversation from December 2012 on record with me telling them that I couldn't talk and that I would call back later. The only time I cannot talk throughout my day is when I am at work and I do not answer my phone at this time. The only thing I can think happened is someone else answered my phone and told them that I could not talk and that they would have me call them back. If I were to have been informed that my loan was late and I was going to be reported, I would have certainly requested another FB. I have been out of school since late 2010 and my account has been in good standing. My credit is very important to me, I most certainly would not have allowed any negative marks on my account if I could have avoided it with something as simply as requesting another FB, had I have known I needed to request another.Desired Settlement: I would simply like the negative marks taken off my credit. I am even willing to set up a payment arrangement or pay what was past due, whatever it takes to get this removed.

Business

Response:

See attached PDF file.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I did not receive any of this mail. I have saved every letter received from this company and I have no correspondence from them until January 2013, which is also the first time I spoke to them via telephone. It was my understanding these loans were still in a forbearance. I am a responsible adult, I accept things that are caused my actions. This is not one of those things. This is a terrible business who are hellbent on making people's lives miserable. For years, I have had these loans and they have been in good standing, then all of a sudden they are 60 days late? I don't think so. Something is horribly wrong and it's being taken out on me. When will American Education Services own up to the mistakes they have made? I am deploying overseas this year and have plans on sending every little bit of extra money I have to AES just so I will not have to deal with them anymore. I will never do business with this company again and I will make sure to let everyone I can know that this is an awful company to deal with.

Regards,

Business

Response:

See attached PDF file.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

In an attempt to handle this matter myself I tried to contact the 'owner' with the number I was given. This led to a disconnected number due to the fact that [redacted] is no longer a bank, however it is their number that is on the credit report. For all I know an 'attempt' was made, no phones were answered and this is how the decision was made. I even tried researching this topic on the internet and it turns out a whole LOT of people have had this same exact problem with AES. Some state no resolve, some state a good faith adjustment was made. I have tried everything, even offering to pay the late portion to get this taken care of. In return, I'm getting nothing. Seeing as in the years I've had the loan it's been in good standing, the fact that I've kept it that way, I feel it should be adjusted. At this point in my life I am trying to buy a house and move my family somewhere stable, but because of this companies false reporting I am having trouble getting my family into somewhere they deserve. I just hope that by posting my problems with company everywhere I can that others will avoid this company like the plague.

Regards,

Review: I have been paying my student loan with [redacted] for several years. Now that it is almost completed, I have been receiving harrassing and treatening phone calls and e-mails from American Education Services who are telling me that they are the new servicer of my loan, and because the previous servicer "[redacted]" did not calculate the monthly payment correctly the payment will have to be increased in order for the loan to be paid off by the due date.

If what AES is telling me turns out to be true, then the pay off date should be moved forward. I made the payments in the stated amounts, I do not want a payment increase

Please forward ,or advise accordingly.Desired Settlement: Monthly payments do not change

Business

Response:

See attached PDF file.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I do not want an increase in the monthly payment at this time, especially an increase of more than fifty dollars

Regards,

Business

Response:

Please let us know if you need any additional information or if we can be of any further assistance.

Sincerely,

AES

Review: [redacted] consolidated my student loans and I was paying them on an automatic regular bases. The went out of business in either 2011 or 2012 and did not notify me as well as others. I continued to send payments to [redacted] on a regular basis. In May 2012 this new company started calling (AES) representing themselves as an assistance to helping students who were behind in their Student loan payments. I informed them that this was an error since I continued to make payments on time. The stopped calling in October 2012 I received a phone call from AES saying my loan was in Default and unless I signed a new contract I would not be able to cure the default. This is Student Loan Hostage since they will make $10,000 if I sign the new contact.Desired Settlement: Get the correct payment information from [redacted] and updated the records. Remove my loans from Default and allow payments on the Student loans. Updated credit report to show correct information.

Business

Response:

See attached PDF file.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because the information submitted by this company is false and they do not have documentation to prove or validate what is in writing. Please have them provide proof of what is contained in the letter. This company has never contacted me, I contacted them and they have given conflicting information each time I speak with someone who represents AES. They have misrepresented themselves on numerous occasions, first acting as a representative for [redacted] and now recently as a collection company. I have enlisted The Ombudsman office for the Dept. of Education to investigate the infomation from AES that has been proven false. Information has been submitted by me that includes online payments as well as Bank Statements that prove payments were made on time to [redacted] until November 2012 as well as AES November, 2012. AES in October 2012 began returning payments or shall I say refusing payments sents via Online service. The only payment that was late was during August - Sept of 2012 and I can prove that by Bank Statements and information reported by the Loan Service company. The terms of the Promissory Note have been paid as required. My contact information has not changed within the past 5 years and is still the same up to this date. This alledged default is a means for the collection agencies to milk students out of at the least 30% of the debt. I am in the process of gathering many names of students that have had this same issue with this company to defraud the students and collect unnecessay fees by holding their loans hostage and reporting inaccurate information to credit bureas until they commit to new agreements. If you [redacted] this company and the loan servicing company you will vailidate what I say to be true. However, I will continue to fight this company until the truth prevails and can provide documentation to validate what is being refruted

Regards,

Business

Response:

See attached PDF file.

Review: I paid last month 4 payments which should make me ahead on my payments but they put all my payments towards one loan and never told me they were doing they. Then I find out that the other two loans went into defualt mode because they didnt put the money I sent for those two loans towards those loans and now they want over $800 which I think is really wrong when I paid them over $400 last month. I just sent them over $300 today and they are telling me that I still owe them $400 which seems completly wrong.Desired Settlement: I want a billing adjustment to my account for all the money I have paid for them these past two months

Business

Response:

See attached PDF file.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I have paid them more money then I owe them and I still have no idea where my money is going and I have no phone number for the owners of my loans. Plus I should be months ahead on my loans.

Regards,

Business

Response:

See attached PDF file.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I still have contact number for [redacted] and I have been making payments since 2007 an my loan hasn't gone but a $1,000 it doesn't make sense to me at all.

Regards,

Review: Due to my return to school this Fall, I submitted an In-School Deferment Request to Pennsylvania Higher Education (a.k.a. American Education Services), hereinafter referred to as AES, on September 18, 2014. I have attached a copy of the completed form as proof. However, on September 29, 2014, approximately ten days later, I received a letter in which I was informed that AES had not been able to verify my school enrollment with the [redacted] ([redacted]). AES then asked me to complete the form that I had already mailed on September 19, 2014, for not apparent reason other than to apparently delay the processing of my request. If I have already submitted the form in question, why is AES asking me to fill it out again, mail it, and then wait anohter fifteen business days to complete it when AES already has the form and has had ample time to process it?Desired Settlement: I want AES to use the In-School Deferment Request form that I submitted on September 19, 2014. This form should be sufficient to process the deferment request by asking [redacted] University's confirmation. I also want AES to proess my deferment request form in less than 15 days as I have already suffered due to its untimely delay.

Consumer

Response:

Dear Sir or Madam,

I meant to included attachment, but the form that I originally completed did not allow me to do. However, as per your request, I have attached the file along with this reply. Thank you!

Sincerely,

Business

Response:

October 9, 2014Dear [redacted]:This letter is in regards to the inquiry we 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 services your federal Consolidation Loan (UNCNS/SUBCNS), on behalf of the owner, [redacted]. AES administers the loan based upon the terms of the signed promissory note and federal regulations. AES performs billing, credit reporting, and additional servicing activities.We have reviewed your concerns regarding your recent request for an In-School Deferment. AES’ records confirm that your In-School Deferment application was received on September 22, 2014. Pursuant to federal regulations, in order to approve the In-School Deferment request you are required to provide certification of enrollment from your school. The application you submitted did not include enrollment certification. In an effort to facilitate the approval of your request, AES referred to the [redacted] ([redacted]) to attempt to procure enrollment certification; however, we were unable to obtain the necessary information.On September 23, 2014 AES mailed a letter to your attention advising you that we were unable to obtain enrollment verification. AES’ letter further advised that in order to apply an In-School Deferment to your loan, you would be required to provide our office with enrollment certification from your school. A copy of this letter is enclosed.At this time your Consolidation Loan is in an Unemployment Deferment status through December 16, 2014. You may be assured that AES will update the status of your loan once the required enrollment certification is received by our office.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 *. BAssistant Vice President Graduate and Professional Services

Review: I have filed numerous complaints through your company and have not received any resolution to an all but simple matter of the processing of my US student loan repayment application. I am wondering if it is not time to take my case to the media and social activist groups!

As we speak, I have been trying to change my loan repayment options because I lost my job. I currently have two servicers. The application is a standard US Dept of Education application. I filled out the application and emailed it on the SAME email to both servicers on 08Aug14. One servicer, ([redacted]), approved my application on 11Aug14 without fail. However, AES, has been giving me the run around for 2 months! They keep saying the application is incomplete. The application is NOT incomplete! I RESENT my application with a complete narrative as well as the loan approval letter from [redacted] as proof that AES has it all wrong. If [redacted] can approve a STANDARD application, so should AES. This is starting to resemble the mortgage mess!

If the STANDARD application was processed by one servicer with no problem, then how is it the SAME standard application is considered incomplete by another servicer???? Please tell me if this makes sense?! In the meantime, I am getting notices of default and reporting to collection agencies! In the 10yrs I have had student loans, I have NEVER been late or defaulted!

Do you realize what position this puts me in?? I am sick and tired of spending 5 or more hours over the phone with incompetent representatives which is why I prefer to handle my issue in writing.Desired Settlement: My application needs to be processed ASAP by someone WHO IS COMPETENT! It is not right to send someone into default when they have been seeking assistance because your company cant get it straight.

Consumer

Response:

Complaint Detail / Problem

Nature of Review:

Customer Service Issues - The failure to respond to phone calls or written requests for assistance or support

select

Problem:

I have filed numerous complaints through your company and have not received any resolution to an all but simple matter of the processing of my US student loan repayment application. I am wondering if it is not time to take my case to the media and social activist groups! As we speak, I have been trying to change my loan repayment options because I lost my job. I currently have two servicers. The application is a standard US Dept of Education application. I filled out the application and emailed it on the SAME email to both servicers on 08Aug14. One servicer, ([redacted]), approved my application on 11Aug14 without fail. However, AES, has been giving me the run around for 2 months! They keep saying the application is incomplete. The application is NOT incomplete! I RESENT my application with a complete narrative as well as the loan approval letter from [redacted] as proof that AES has it all wrong. If [redacted] can approve a STANDARD application, so should AES. This is starting to resemble the mortgage mess! If the STANDARD application was processed by one servicer with no problem, then how is it the SAME standard application is considered incomplete by another servicer???? Please tell me if this makes sense?! In the meantime, I am getting notices of default and reporting to collection agencies! In the 10yrs I have had student loans, I have NEVER been late or defaulted! Do you realize what position this puts me in?? I am sick and tired of spending 5 or more hours over the phone with incompetent representatives which is why I prefer to handle my issue in writing.

Translate

Desired Settlement / Outcome

Desired Settlement:

select

Desired Outcome:

My application needs to be processed ASAP by someone WHO IS COMPETENT! It is not right to send someone into default when they have been seeking assistance because your company cant get it straight.

Business

Response:

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 $10,045.99We 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 BAssistant Vice President Customer Service

Review: We began receiving bills from American Education Services around one year ago. They said they consolidated two student loans that they claim are our responsibility. We have asked them repeatedly to provide us with what school and student they are claiming to have consolidated loans for. We do not know who the original lender is, who the student is, what school they are claiming. We have told them that we need to establish that the loans that they purchased/acquired from other companies belong to us. We cannot know this without knowing the identity of the school or student. My husband was a victim of identity theft around 2005 and we are not sure that this loan is ours. We are not claiming it is identity theft, however, because at this time we have absolutely no idea any details of the original loans that AES purchased/acquired.

In the mean time, while they are refusing/declining our request for itemized, detailed billing, we are being charged interest!!!! We are asking that the interest be waived where applicable. We are asking that they offer full disclosure of the bill they are expecting us to pay, as repeated attempts have been denied.Desired Settlement: Desired outcome: Full disclosure of bill including all original, signed loan documents WITH the identity of the school, student, promissory note and any/all information regarding this loan - including any information AND payment history from the previous lenders. We would like hard copies of all information. We would like all interest charges removed from the bill that have accrued over the last year because they refuse to provide us with proof and information regarding a bill they expect us to pay. We have received absolutely no details to show us that this bill is ours.

Business

Response:

October 2, 2013

Dear **. [redacted]:

Kindly accept this letter as a formal response to your inquiry that AES received through the Revdex.com concerning the status of your husband, [redacted]’s, educational loan account. You are currently listed as an authorized individual on the loan. We trust that the following information will be of assistance.

As you may know, AES services an unsubsidized Federal Consolidation Loan (UNCNS) disbursed on November 28, 2005 on behalf of the owner, [redacted]. 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 activities, which include attempting calls, generating emails, and sending letters to notify your husband of the loan’s status.

A Consolidation Loan may consist of one or more underlying educational loans to be included in the consolidation process. In this case, the underlying loan consisted of a Parent Loan for Undergraduate Students (PLUS) Loan that was disbursed for the educational expenses of [redacted] at [redacted]. This PLUS Loan was previously serviced by [redacted]), which is why it is listed as “DPLUS” on your husband’s Federal Consolidation Loan Application/Promissory Note, a copy of which was included with our previous letter dated July 30, 2013. In addition, your husband had a second loan, disbursed in August 2002, which was serviced by [redacted] and not included in the consolidation process.

Based on a further review of your husband’s account, the PLUS Loan was originally issued in two disbursements - (1st) October 1, 2003 in the amount $6,500.00 and (2nd) January 21, 2004 in the amount of $6,500.00. Therefore, the combined, original principal balance of the loan was $13,000.00. Your husband completed and signed a consolidation application for the PLUS Loan on October 28, 2005. Subsequently, the Consolidation Loan, consisting of the underlying PLUS Loan, was disbursed. Based upon our review of the federally-guaranteed loan information obtained from the National Student Loan Database System (NSLDS), the Consolidation Loan was originally serviced by [redacted] and guaranteed by [redacted]) from its disbursement date of November 29, 2005. As you may recall, a Chapter 13 Bankruptcy was filed by your husband on July 18, 2007. In accordance with federal regulations, the guarantor paid the bankruptcy claim for the Consolidation Loan, and the loan transferred from [redacted]’ servicing system to the guarantor. NSLDS records confirm that the Consolidation Loan was administered by the [redacted] from August 23, 2007 through February 16, 2012. After the Discharge of Debtors was received, the Consolidation Loan was repurchased and transferred to AES for servicing on February 16, 2012. At that time, the guarantor information was updated to [redacted]). To confirm these loan details, your husband may wish to log on to the NSLDS website directly at www.nslds.ed.gov.

To assist you in obtaining payment histoiy information, we have listed the previous servicer and guarantor information below.

• [redacted]) — ###-###-####

• American Student assistance ([redacted]) - ###-###-####

• [redacted] - ###-###-#### (This is [redacted]’s telephone number also.)

Furthermore, we understand that your husband is disputing the authorization and disbursement of the Consolidation Loan. As a result, AES sent Fraud Packages to him on July 18, 2013 and October 1, 2013. AES records confirm that a Fraud Package has not been returned to date.

AES understands that you are seeking an interest waiver on the loan. However, as the service provider, AES is not authorized to alter or negotiate the terms of the promissory note. Therefore, your husband will remain responsible for repaying the entire loan debt, inclusive of any applicable fees, the outstanding accrued interest, and the remaining principal balance until the loan reflects a zero balance.

At this time, the account is past due from October 27, 2012 for $1,777.36. Your husband is encouraged to remit a payment as soon as possible to restore the loan to a current status. If he is experiencing financial difficulties, he should call AES or visit the website at www.aesSuccess.org to obtain information on available repayment alternatives. Based upon our review, your husband has 881 days (about 2 years and 5 months) available for the Temporary Hardship Forbearance. However, if eligible, he has 1,095 days (3 years) remaining for both the Economic Hardship Deferment and the Unemployment Deferment. To further assist your husband, these applications are enclosed. In addition, a letter detailing available repayment alternatives has been sent to him under separate cover.

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,

Review: I am not sure why credit card companies are forced to spell out, "if you make only the minimum payment it will take X number of years, and you will pay X number of dollars" and Student loan companies don't have to. I think it is absurd that it would have cost less money to fund part of my education with credit cards than through the federal government. I received a loan in 2004 for $5000, I have paid $4900, and still owe $3900! I even started making payments before I graduated! If I were able to make a full payment today, I would pay $8800 for a 5000 loan....that's almost 80% interest! Whoever said student loan debt is okay was completely wrong. The worst part is, when I asked about decreasing the interest rate, they said, "No, there's nothing we can do." My interest rate is 5.05%. I tried to do the bank direct deposit thing, and it keeps malfunctioning. The company told me, "sorry for the inconvenience, there's nothing we can do." This company lacks basic customer service skills, and is robbing students who want to get an education blindly!Desired Settlement: I tried to do the bank direct deposit thing, and it keeps malfunctioning. The company has failed to provide an explanation of charges. Federal Loan providers should be required to spell out how much interest they are charging before student loans are agreed and signed, and during each bill cycle just like credit cards. Also, I think they should honestly work with students who are repaying loans by at the very least giving lower interest rates for good behavior. And at the very least, if the system is no working, don't just say there's nothing we can do. Help come up with a solution. It really only takes a very small effort to keep people happy and paying.

Business

Response:

September 27, 2013

Dear **. [redacted]:

This letter is in response to your recent inquiry (ID # [redacted]) regarding the educational loan account of [redacted]. We trust that the following information will be of assistance.

AES is not currently servicing an account for [redacted]. However, AES was able to locate the current service provider. As a courtesy, AES has forwarded the complaint to the current service provider for review and response.

If you have additional questions or need further assistance, you may call our office Monday through Friday at ###-###-#### from 7:30 a.m. to 9:00 p.m., Eastern Time.

Sincerely,

Review: I have 8 loans with this company for $25.00 a month totaling $200 a month in repayment. Since the loans were taken out, my payments have been on time and in full in a way deemed acceptable by this company. Every month for the last 6 months, my payments have been incorrectly applied, causing me to call the company monthly in order to have this issue resolved. This has caused daily harassment from this companies collection agency, as well as negative credit reporting. I have checks and bank statements showing the payments on a monthly basis for at least the past year. I received a notice tonight (7/11/13) that my credit would be negatively reported again, despite the fact that I spoke with a Supervisor [redacted] and made a payment of $200 on 7/10/13. I have a recorded message of the conversation saying that this payment would resolve any current issues, and would bring me current until August. Confirmation Number: [redacted].Desired Settlement: I would like any and all collection calls ceased immediately. I would like any negative credit reporting reversed. I would like an apology for the immense amount of grief that paying my bill on time and in full has caused me. I would like my billing issues PERMANENTLY resolved.

Business

Response:

Please let us know if you need any additional information.

Review: I have been receiving emails/phone calls and letters regarding my student loans being due, and consequently past due now. In January (when the last forbearance ended) I started to apply for another forbearance/deferment and I finally received a resolution, 6 months later. I requested multiple times by email and written correspondence to stop calling at odd hours (prior to 8am and on Sunday's) and all of the correspondence has gone unnoticed. I also included that my income barely covers my rent and that I am unable to pay and was asking what my next steps could be.

Each time I speak to someone I received conflicting information about the status of my forbearance/deferment and it kept being declined. When I called back and spoke to another customer service representative each time I was told different information of how to apply for forbearance/deferment and that it would be approved, yet it never was. I have copies of the letters/applications that I had sent, as well. Recently, I have been receiving threatening correspondence from them that they would garnish my wages and impose a 19% fee to my account if I did not make any attempt to apply for a forbearance/deferment; the past 6-months worth of contact to resolve did not count it seems like.

Two weeks ago I spoke to a very nice gentleman and he had assisted me with what to send to him so he could personally look over my application for forbearance/deferment. I was asked to fax the information over and he gave me his extension so I could contact him directly.

Today, June 19, I called him to find out the status. First, a representative REFUSED to transfer me to speak to him, and it took me three phone calls to reach him. When I did talk to him he said that he never received the fax that I addressed to him which had the information that he asked for. Since he never received it AES (not him) denied the application yet again. He eventually did help me out and fix the problem for me but I do not know what steps he will take next to make sure the business practices change and the threatening letters stop.Desired Settlement: I would like that my account be granted an additional three years forbearance so that I may have the opportunity to increase my level of income and sustain my cost of living so I do not have to scrape by every month.

Business

Response:

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

Review: My problem with this company started in May of 2011. I had called into the company several times to ask the total balance that I owe them because all types of mail from them had suddenly stopped. All of a sudden I did not receive any invoices or accounts details like I had been receiving before. They had quoted me incorrectly at least 2 times. I found this out when I started receiving invoices from them again in November of 2011. These invoices were for over $2000 more than the telephone representatives had told me in our phone conversations. In November of 2011 I called back and I was told that I was given the principal balance with no interest. I asked why when I asked for the total balance they would only give me part of what I owe. I received no explanation from the telephone representative. I believe that this company is doing this intentionally to make students think they owe less than what they really do so possibly they take out more money with them. My problems continued with this company in August of 2013. I had signed paperwork with them that if I had made 24 on time payments they would offer me a rebate. I had made the equivalent of 24 ontime payments with them in August of 2013 and the rebate was not credited to my account until November of 2013. I called the company in September of 2012 and the representative was rude and could not offer me an explanation as to why the rebate was not applied other than it will in November. I explained that would be 27th ontime payment and asked why I was being penalized. The representative could offer no solution other than that was not a penalty. I explained that if I deserved a rebate per our signed agreement in August (my 24th ontime payment) I would essentially be paying more until November because the money they failed to rebate me would be collecting interest on my account (as my account occurs around $1 in interest daily). I demanded to speak to my lender directly and the representative disconnected the call. The rebate did appear in November of 2013 in the amount of $17.50 and I was charged interest on this amount for the three months they failed to put the rebate on my account. My final problem with this company is currently occurring now. I am at my wits end with the constant rudeness I experience on the telephone and lack of solutions or explanations provided by them! Please consider that I have always paid my loans ontime and even sometimes pay MORE than I owe them. When student debit is a crisis in the US, you would think that they would at least treat the people who pay them timely with some respect. I currently live overseas and am trying to make payments on my account, however I can not due to the lack of payment options this company offers. I am currently paying a car payment and a credit card payment overseas. I can do this because the other companies allow me to pay with a debit card. Hence my monthly payments are debited directly from my overseas debit card account with no issues. Aes only allows borrowers to pay with a checking account requiring a routing number and account number. However when I called on January 7th 2015 I was told by the representative I was speaking with that they can not do that with international checking accounts and I should open a US bank account if I can not I should defer my loans. I told the representative that I wanted to speak with my lender directly regarding this issue and they refused to give me any contact information. This is unjust business. How can they only offer 1 way for their customers to pay them. I am outraged that the representative felt they had the right to tell me how to bank. In this day and age and considering I can [redacted] money to the us, western union it to companies directly and pay other loans and companies with a debit card (as explained above) this is unethical and outrageous. What loan company actually puts strict limits on how customers can pay them back and suggests deferral? AES does, and I will tell you why, because they want more people to defer their loans so they make more money in interest. This is an unethical scam and I am personally at my last straw with them.Desired Settlement: My desired outcome is for the company to enable their borrowers to pay them with more than a checking account. Debit cards come right out of someones account just like a check and it is crazy they do not offer this option. It is 2014 and If other companies can do it, so can they. I pay outrageous interest to them every month. They need to invest in new technology and stop scamming their borrowers. If this can not happen, I want a telephone number and name of a person directly at my lenders office so I can speak with them directly (no 1-800 numbers, I want a direct number to someone at [redacted] Bank5

Business

Response:

See attached PDF file.

Review: American Education Services (AES) administers my private student loan. I sent my April 2014 payment through my bank's online bill pay on 04/01/2014 and I have proof that it was received by AES on 04/03/2014. This payment was never credited to my account, and this is the same way I sent my 26 prior payments. I have made 10+ calls, sent several emails and mailed AES a package containing details about this payment, in the last 3 weeks but my payment has still not being credited to my account. My student loan account currently shows as delinquent, and inching towards 30 days past due. Despite my best efforts to have this resolved, AES continues to make threatening collection calls and send letters to my cosigner, causing me a lot of embarrassment. I have not received any acknowledgement that they are attempting to resolve the issue.Desired Settlement: 1. I want AES to promptly credit my payment to my account. 2. Any negative / delinquent marks removed from my account.3. I want AES to send a letter of apology to myself and, especially, my cosigner.

Business

Response:

May 9, 2014Dear [redacted]:This letter is in response to your recent inquiry (Case[redacted]) regarding the status of [redacted] educational loan, serviced by our office. We trust that the following information will be of assistance.AES recently responded to an identical inquiry that [redacted] submitted through the [redacted]). A copy of AESresponse to the [redacted] is enclosed.If you have any additional questions, please call our office at ###-###-####. Loan counselors are available Monday through Friday from :30 a.. to :00 pm., ET.Sincerely

Consumer

Response:

Hello

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.

Review: I have called several times in order to gain help from American Education Services in order to pay back a loan that I have requested. No help is offered and when I have tried to file a forbearance, I have been sent the wrong paperwork for my loan and have been repeatedly harassed by this company in conjunction with [redacted]. I have also been rejected repeatedly for the forbearance and have been no guidelines on how to successfully file the paperwork that has been provided. No matter how many requests I have made over the phone to gain a payment plan for these loans, I have only been met with an option that is actually worse for my financial well- being.Desired Settlement: I would like to actually receive help from American Education Services in order to lower the monthly rate so that I will be able to manage the payments. I also would like to be offered this option without being forced into a worse situation in the end of the contract. I also would like to not be repeatedly harassed personally and my mother not being harassed at her workplace excessively. If none of these options can be reached then I would like to be given a forbearance that will not simply add to the total payment of the account.

Business

Response:

February 27, 2014

Dear **. [redacted]:

This letter is a formal response to your inquiry received through the [redacted] ([redacted]) concerning your educational loan account serviced by American Education Services (AES).

AES services one [redacted] ([redacted]) Loan and four (4) [redacted] Custom Choice ([redacted], [redacted], [redacted], and [redacted]) Loans on behalf of the owner, [redacted]. Because AES is not the owner of the loans, it does not have the authority to alter or negotiate the terms of the Credit Agreements and must administer the loans in accordance with the terms of the signed Credit Agreements, copies of which are enclosed.

We understand that you may be having difficulty submitting satisfactory monthly payments. As much as possible, we wish to assist you in establishing repayment arrangements that are ideal for your financial situation. However, it is important to note your monthly payment must be calculated to ensure the loans are paid in full within the loan terms required by the Credit Agreements.

The [redacted] loan offers three (3) repayment schedules. The Select 1 (SI) schedule offers 12 months of interest-only payments; the Select 2 (S2) schedule offers 24 months of interest-only payments; and the Select 5 (S5) repayment schedule offers 24 months of interest-only payments followed by 36 months of payments equal to the 31-day interest amount plus an amount applied to the principal balance. Following the period of reduced payments, the loans return to a Level Repayment Schedule, with monthly payments calculated to ensure that the principal balance and all accrued interest is satisfied within the remainder of the repayment term. This means your monthly installment amount following these reduced payment schedules will likely be higher than it was prior to utilizing one of the schedules.

The [redacted] Custom Choice Loans offer a Modified Graduated Repayment Schedule (MGRS). 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 are recalculated to ensure the remainder of the principal balance and accrued interest are satisfied by the pay-off dates required by the respective 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 satisfied. This means that your monthly installment amounts following completion of the MGRS would likely be higher than your monthly installment prior to the MGRS. Estimates have been enclosed for your review.

In addition to the MGRS, your [redacted] Custom Choice Loans also remain eligible for the Reduced Payment (RP) plan. You may request the RP plan for a total of six months, granted in three-month increments, to temporarily lower your monthly payments. You must make a verbal or written request to apply for the RP plan and will be asked to propose a monthly payment for the loans. Approval of the proposed monthly payment amount will be based upon the delinquency level of the loans. In addition, a non-refundable, good faith payment in the amount of the approved monthly payment for the loans for which the RP plan is requested must be made at the time of application. If you are approved for the RP plan, your required monthly installments while the RP plan is in effect will be reduced and may allow for a temporary reduced payment that is lower than the reduced payment under the MGRS. Please note: following completion of the RP plan, per the terms of the signed Credit Agreement, your monthly installments must be recalculated to ensure satisfaction of all accrued interest and the principal balance by the pay-off date. This means your monthly installment amounts will likely increase following completion of the RP plan. The MGRS and the RP plan may both be requested verbally.

In addition, if you continue to have difficulty making payments, your [redacted] loan remains eligible for 12 months of Economic Hardship Forbearance that may be applied in three-to-six month increments. The [redacted] Custom Choice Loans are eligible for 12 months of Temporary Hardship Forbearance that may be applied in three-month increments. During periods of forbearance, the monthly payment obligation is temporarily postponed; however, interest continues to accrue on a daily basis and all unpaid accrued interest would be capitalized and added to the respective principal balances at the end of the forbearance. You may choose to make the interest payments during forbearance, which would reduce the amount of capitalized interest following the forbearance period.

AES has reviewed the reasons that you have been denied forbearance. To assist you with applying for this option, we are enclosing the appropriate forms. It is important that the requested supporting documentation be returned with the completed, signed and dated application. Once the documents are received, the processing time may take seven-to-ten business days to complete. AES will promptly follow up with a letter advising of the results of your forbearance requests.

As the service provider, AES is responsible for performing billing, credit reporting, and other servicing activities. These servicing activities may include calls, emails, and letters to the borrower and cosigner regarding the loans5 status. Alternatively, the owners may contract with an outside collection agency to assist in restoring the loans to a current status. AES has no control over the manner in which the outside collection agencies engaged by the owner conduct their operations. Importantly, please note AES will not make calls to you regarding the delinquent status if the loans’ owner/insurer is also contacting you directly about your loans or has directed the loans to a third party collection agency. Finally, AES representatives will always identify themselves and the nature of the telephone call.

As of the date of this letter, the account reflects a past-due balance in the amount of $1,160.01, from December 16, 2013. If you are unable to afford your payments, please consider utilizing one of the options discussed in the letter.

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,