Pennsylvania Higher Education Assistance Agency

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The refund check was finally received by the loan holder. This resolves the complaint.
Regards,
[redacted]

June 6, 2014
Dear **. [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. AES appreciates your service to our country and trusts that the following information will help clarify our position in this matter.As you know, AES services both subsidy portions of your Federal Consolidation Loan disbursed January 5, 2006 on behalf of the owner, Goal Financial. As the contracted, third-party service provider, AES administers the loan in accordance with the terms of the signed promissory note and federal regulations. As the service provider, AES is required to perform billing, credit reporting, and additional serving-related activities.As stated in our previous letter, AES is required to submit unfavorable information to the nationwide consumer reporting agencies when the account reached a designated level of delinquency. As a result of insufficient/late payments, the Consolidation Loan was accurately reported delinquent 60 days for May 2013 and October 2013, 90 days for November 2013, 120 days for December 2013, and 150 days for January 2014.AES has no record of your being advised to provide documentation from your banking institution in regards to an error in order for AES to remove the unfavorable information that was reported on your loan. However, we regret any miscommunication that may have occurred. When you contacted our office on March 10, 2014, our records show that you were advised that the unfavorable information had been accurately reported. In addition, you contacted AES on March 13, 2014 and stated that you were neither aware nor notified that the account was past due. At that time, you were advised that the unfavorable information would not be removed. On March 27, 2014, AES received your correspondence disputing the unfavorable credit reporting. After completing a review, AES determined that the unfavorable information had been submitted accurately to the nationwide consumer reporting agencies and the no servicing error had occurred.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 the unfavorable information was submitted accurately to the nationwide consumer reporting agencies, AES cannot lawfully remove the reporting without authorization from the owner. To assist you we elevated your request to Goal Financial. However, AES was not given authorization to change the accurately reported information.Presently, the Consolidation Loan reflects an advanced-payment status. If no other payments are received in the meantime, the next partial installment of $2.30 will be due by June 26, 2014.
We regret that we are unable to resolve this matter to your complete satisfaction at this time. If you have any questions or concerns, please contact our Customer Service Department at [redacted]. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,

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 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: [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 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: 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 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: 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: 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 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: 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: 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 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: 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 just checked my credit and saw that they are claiming that I owe money.

Business

Response:

October 7, 2013

Dear [redacted]:

This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) concerning your educational loan account, previously serviced by our office. We trust that this information will be sufficient for your needs.

AES previously serviced one, privately-insured Undergraduate Xpress Loan (UGDXPR), behalf of the owner, FCDB NPSL Trust 2010-1. As the former, contracted third-party service provider, AES administered the loan in accordance with the terms of the signed promissory note. AES was required to perform billing, credit reporting, and other servicing activities while it serviced the loan

Based upon our review, the loan was charged off AES’ servicing system on August 23, 2011 as a result of non-payment. AES financial records confirm that the loan totaled $6,037.16 in principal and interest as of the date of default. This information was submitted accurately to the nationwide consumer reporting agencies. To obtain additional information on the status of the defaulted loan, you should call the current managing entity of the loan, [redacted], at [redacted] ext. *.

If you have any questions or concerns, please contact our Customer Service Department at [redacted]. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.

Sincerely,

Review: We had a student loan with this institution and opted for the immediate payback. As a cosigner, I thought it would be deferred, but it wasn't. Within a month, the bank started sending letters to indicate payments due. As the co-signer, I let my child, the student borrower, handle the situation and make the payments. At times payments lagged, and when they did the bank called me. Then in March, I opened a letter and noted that it was a few months behind, so I called my child who tried but wasn't able to make a payment online due to some technical difficulties. At this point, the bank did not try calling me or leaving a message. I left on a business trip thinking my child had taken care of the debt. When I arrived, I opened a letter from the bank saying they were sending the loan collection. I was shocked, especially since I thought my child made the payments current. I sent the company a letter asking why there was no attempt call me since this event would have serious life altering ramifications, complaining that they should have at least tried to call or leave a message with me or with my child. Their response was a letter showing that I was responsible since I was the cosigner, but they did not answer my question as to why not a single call was made to me or my child that this debt would be sent to a collector. Now we are dealing with collection agency instead of making monthly payments to the bank had they simply called to warn that the loan was nearing default. Yet in their agreement we both signed, we consented to receiving phone calls, voice messages, texts, about the account, but they failed to call us about this major credit and life affecting event.Desired Settlement: I would like a satisfactory explanation of why they did not call either me or my child to warn us of the impending loan default. Being an account holder at this bank for over 12 years with other accounts and never having any such problems before, I was shocked at the callous response to my inquiry about why they never called me or my child. I'd like to know why their business' practice is simply to send a letter and not try to call or leave a single message, as per the agreement.

Business

Response:

September 23, 2013

Dear **. [redacted]:

Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of [redacted]’s privately-insured educational loan account. You are listed as a cosigner on the account. We trust that the following information will be of assistance.

AES previously serviced the Undergrad Alternative Loan Program (UALP) Loan on behalf of the owner, [redacted] Bank, National Association. This loan is further detailed in the chart below.

Disbursement Date Loan Program Original Principal Balance Current Principal Balance

October 18, 2011 UALP $21,000.00 $0.00*

*The current principal balance reflects $0.00 on AES’ servicing system as a result of default.

In your inquiry, you expressed concerns over the default of the loan due to the lack of contact you and Elias received regarding the delinquent status, most notably after you received our letter dated March 4, 2013. Please note that between December 12, 2012 and March 4, 2013, AES sent several letters to both you and Elias and placed numerous telephone calls to you and Elias to notify you of the delinquent status. For your records, copies of our letters dated December 12, 2012; January 16, 2013; February 1, 2013; and March 4, 2013, which notified you of the past due status, have been enclosed.

Additionally, please note that the March 4, 2013 letter stated, ‘This letter is the final notice before you default on the student loan obligation.” This letter further stated,

As you may be aware, your student loan(s) has been placed with Diversified Collection Services Inc. (DCS) for collections. Failure to pay the past due balance or to immediately contact DCS at ###-###-#### [emphasis in original] to make other satisfactory arrangements will cause your student loan(s) to default, at which point the owner of the loan will accelerate the balance owed (see information on the reverse side of this letter).

Based upon our review, you and Elias were notified of the delinquency on numerous occasions regarding the status of the account. Since sufficient payment arrangements were not made, the loan correctly defaulted and was “charged off’ AES’ servicing system effective April 9, 2013. While we regret that Elias may not have communicated to you that he was unable to make sufficient payment arrangements prior to April 9, 2013, the default is considered to be valid. Since AES is no longer administering the loan, you should contact [redacted] Bank directly at ###-###-#### for further assistance.

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,

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:

On the last page of the loan agreement, page 6, where are signatures

are, there is a notice to customers in all caps. The very last point "(e)" is

also the longest in length stating that we have agreed to receiving

communication by prerecorded messages, phone

calls, voice messages, texts, about the account, but the bank did not keep

this point of agreement. With no record of any phone calls in February

or March, they failed in this point to fulfill the terms of agreement

that we signed. Had I received a call, I would have certainly dealt

with the issue then, and would not have to be addressing this

mistreatment now of failure to notify us in every manner stipulated in

the agreement, not simply with letters. A simple message to the effect

of "have you received our letters warning of pending default, please

call us" would have fulfilled the terms of agreement, but the bank's attempt to inform us was limited to simply sending letters. I did not receive any phone calls or messages concerning the impending default nor did my son. The bank's response to my complaint contradicts this saying they called and sent letters, but they only verified the dates the letters were sent; there were no dates of any phone numbers where they left messages or texted to warn of the impending default status. Certainly they can provide proof of calling with their phone records, and perhaps even with a recorded calls for quality assurance to verify their claim. I know and can prove through my phone records that no such call was ever made. At best, this is a violation of terms of agreement, at worst, terrible banking practices that endanger the credit of its customers seemingly with impunity simply because it is a student loan.

Regards,

Business

Response:

October 8, 2013

Dear **. [redacted]:

Kindly accept this letter as a formal response to the inquiry AES

received through the Revdex.com concerning the status of

[redacted]’s privately-insured educational loan account. You are

listed as a cosigner on the account. We trust that the following

information will be of assistance.

As noted in our previous response, AES previously serviced the Undergrad

Alternative Loan Program (UALP) Loan on behalf of the owner, [redacted] Bank,

National Association ([redacted] Bank).

In your inquiry, you referenced point “e” of the Notice to the Customer section of your Credit Agreement. This point states,

YOU ARE EXPRESSLY CONSENTING TO RECEIVING COMMUNICATIONS, INCLUDING, BUT

NOT LIMITED TO, PRERECORDED OR ARTICIFICAL VOICE MESSAGE CALLS, TEXT

MESSAGES, AND CALLS (ABOUT YOUR ACCOUNT) MADE BY AN AUTOMATIC TELEPHONE

DIALING SYSTEM, FROM [redacted] BANK, N.A.; OR ANY OF ITS AFFILIATES OR AGENTS;

(OR ANY SERVICER, GUARANTOR, OWNER,

OR HOLDER OF YOUR ACCOUNT) AT YOUR WIRELESS (MOBILE/CELLULAR) OR ANY

OTHER PHONE NUMBER REGARDLESS OF THE PURPOSE OF THE COMMUNICATION. THESE

CALLS AND MESSAGES MAY INCUR ACCESS FEES FROM YOUR CELLULAR PROVIDER.

You inferred from this point that [redacted] Bank and/or its affiliates that

they were obligated to contact both you and [redacted] to inform you of the

past-due status after AES’s letters dated March 4, 2013 were sent to you

and to Elias. However, this point is not related to [redacted] Bank’s

obligation to contact you. Rather, by agreeing to this point, you

consented to receiving communications from [redacted] Bank and its affiliates.

Furthermore, please note that Section I of the Credit Agreement, “WHOLE LOAN DUE,” states,

To the extent permitted by applicable law, I will be in default and you

have the right to give me notice that the whole outstanding balance,

accrued interest, and all other amounts payable to you under the terms

of this Credit Agreement, are due and payable at once (subject to any

applicable law which may give me a right to cure my default) if: (1) I

fail to make any monthly payment to you when due....

Accordingly, [redacted] Bank had the right to default the loan after the first

payment was missed. However, [redacted] Bank required AES to attempt to contact

both you and [redacted] by mail, telephone, and email on numerous occasions,

as detailed on the enclosed chart, before defaulting the loan. These

activities provided both you and [redacted] with the opportunity to make

sufficient payment arrangements to restore the loan to a current status,

yet no such arrangements were made. Therefore, AES must maintain its

position that the default was valid. Since AES is no longer

administering the loan, you should contact [redacted] Bank directly at

###-###-#### for further assistance.

We regret that we are unable to resolve this matter to your complete

satisfaction. 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,