Pennsylvania Higher Education Assistance Agency

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,

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: July 15, 2013

Revdex.com Serving Metropolitan New York, Inc.

30 East 33rd St., 12th Floor

New York, NY 10016

Re: [redacted] Education Services,

Re: [redacted]

Tel# ###-###-####

Tel# ###-###-####

Dear Sir/Madam:

I'm writing to you because I'm desperate. I wrote a letter to the business Revdex.com (see attached) on 5/9. because I was getting a great deal of correspondence from [redacted] and they were not honoring the due date from the payment booklet which was from the 14th to the 30th. Needless to say, after my letter to the Revdex.com, [redacted] retaliated against me. [redacted] returned my payments {see attached) and transferred my account to [redacted] and to a collection agency (see attached). My payments increase from $284.38 to $854.14?. Moreover; My Request for Cancellation Federal Perkins Loan which was renewed 9/12 because I qualified under the Criminal Law Enforcement/Correction Officer category was not honored.

My job does not give me the flexibility to handle my personal business during business hours therefore I sent a letter to EAS and I called EAS to give my mother permission to speak to EAS on my behalf but AES is refusing to accept my request.

I need your help on reinstating my monthly payments to $284.38 and I would like AES to honor my loan deferral.

Thank your timeDesired Settlement: One more thing, [redacted] will not speak to my mother but they are sending letters (see attached) to the references from my original application asking for my person information. Nowadays, people are very sensitive when they are asked this type of questions, needless to say, they want to be remove from my reference list.

I hope I hear from you soon.

Again thank you in advance.

Business

Response:

August 19, 2013

Revdex.com

1337 N FRONT ST HARRISBURG PA 17102-2629

ATTN [redacted]

Dear **. [redacted]:

This letter is in response to your recent inquiry, Complaint ID # [redacted], regarding the status of [redacted] educational loan account that is serviced by our office. We trust that the following information will be of assistance.

A comprehensive review of the account has been completed by our office. A copy of our letter of response is enclosed for your review. We trust that the letter satisfactorily addresses the concerns brought to our attention.

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

Sincerely,

August 19, 2013

Dear **. [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 two subsidized [redacted]) Loans disbursed on September 1, 2005 and November 17, 2006 and one unsubsidized [redacted]) Loan disbursed on November 17, 2006 on behalf of the loans’ owner, [redacted]. The loans transferred from [redacted]) to our office for servicing on February 27, 2013 with an effective date of February 21, 2013. As the third-party service provider, AES administers the loans in accordance with the promissory notes and federal regulations.

In accordance with your request, we completed a comprehensive review of your account. At the time your loans transferred to our office, they reflected past due for the installment due February 15, 2013 in the amount of $284.38. On March 2, 2013, an audit was performed on your loans, and it was determined that the installment amount for your loans disbursed on November 17, 2006 would not satisfy the loans in full within the term established by the promissory note. As a result, the combined installment amount for these loans increased and the new combined monthly installment for all your loans increased from $284.38 to $301.40 beginning with the installment due April 14, 2013. We regret any confusion that you may have experienced as a result of this matter.

We have detailed the payments you remitted to our office in the chart below for your review. The chart also details the installments satisfied by each payment.

Date Payment Bill

Received Amount Satisfied

March 4,2013 $219.89 February 14, 2013

March 4, 2013 $64.49 February 14, 2013

March 24, 2013 $219.89 March 14,2013

March 24, 2013 $64.49 March 14,2013

April 28, 2013 $284.38 April 14, 2013*

July 3, 2013 $284.38 April 14,2013 May 14, 2013*

July 12,2013 $284.38 May 14, 2013 June 14,2013*

AES did not receive the full monthly installment of $301.40 between April 2013 and July 2013 for your loans. In addition, a payment was not received in May 2013. As a result, your loans currently reflect a delinquency of $51.06 for the installment due June 14, 2013 and $301.40 for the full installment due for July 14, 2013. Therefore, we ask that the total past due amount of $352.46 be remitted as soon as possible. Another $301.40 payment will be due by August 14, 2013 for your loans. If you are unable to remit this amount, you may wish to contact our office for possible repayment alternatives. We have enclosed a forbearance form for your convenience.

Furthermore, in your inquiry, you requested to have the payment lowered on your account. Accordingly, we completed adjustments on August 8, 2013 to recalculate the payment amount on your loan disbursed September 1, 2005. The new installment amount for this loan is $41.46, beginning with the installment due September 14, 2013, which decreases the combined payment amount for all your loans to $278.37, beginning with the installment due September 14, 2013.

You also indicated in your inquiry that you requested to have your due date changed to the 30th of each month with the prior service provider. Due to the month of February only 28 days in some calendar some years, the 28th is latest due date available for your loans. If you wish to have the due date changed on your loans, please contact our office after your loans reflect a current status. AES is unable to change the due date on loans that reflect a delinquent status.

We trust that this information is sufficient for your needs. However, if you have any additional questions, you may call our Customer Service Department at ###-###-####. Our loan counselors are available Monday through Friday from 7:30 a.m. through 9:00 p.m. Eastern Time. To access current account information, send email, or download application forms as needed, you may visit our website at www.aesSuccess.org.

Sincerely,

Review: AES is not customer service friendly. I understand that I have school loans with them and I have called them numerous times to discuss my loans with them. I have spoke with several different supervisors and other representatives. None of them have been of any help. Just last month in June, I was told that some of my loans qualified for a forbearance and when I filled out the forms, weeks later I was told that the form I signed, was actually the incorrect form. I asked for the correct form and refilled it out and faxed it back. Mind you my bill is due on the 20th of each month and I called way before this date for this forbearance. When I called back, I was told that my form was received and will be reviewed. Meanwhile, I was still receiving phone calls from them about my payment being late. I spoke with a representative named [redacted] and he informed me that my request was going to be granted and he put in a note stating for me not to receive anymore phone calls because I was getting the forbearance. That Sunday I received another call and the lady said she sees that my request was granted. Now weeks have passed and on Friday July, 12, 2013. I received an email from the company saying I still filled out the wrong form. This makes my bill 23 days late thanks to being given the wrong form several times. I asked to speak to a supervisor because I was being given the run around with this issue. This supervisor explains why one of the loans was denied and that I was eligible for a 2 month forbearance on the other loan. The supervisor also said that the process takes up to 10 business days and to get it back immediately. She emails me the form; it gets filled out and faxed in on the dame day. I called later in the afternoon to see if it was received and representative was very rude. She did not let me speak nor did she solve my issue. She raised her voice at me about not paying the bill and then hung up the phone on me. I immediately called back and asked for the last person’s name that I spoke with because they say that they record all phone calls. This representative tells me that not all the calls are recorded and he shows nothing recorded on the previous call. So I explain the situation to him and he tells me that it is policy to hang up on someone when they argue back with the representative. So I asked him if my form was received and he couldn’t answer my question. He said it takes 10 business days for it to be received and looked at so I asked what am I supposed to do because it is the company’s fault that I was given the wrong form two times. I would greatly appreciate for a supervisor to expedite the process because July 20th would make my bill 30 days late and it will go on my credit. He started to talk over me when I asked for a supervisor and he proceeded to hang up on me. I had to get my cosigner to call and ask my questions because I was confused as to why I keeping calling and sitting on hold to be hung up on by this business. They are not helpful at all and as a person who does not much money, I asked for assistance with trying to pay them. I was told if I don’t find the money they would ruin my credit and it was said smugly. I also receive several phone calls on a daily basis. It starts at 8 in the morning and ends at 8 at night. I will speak to someone and they would call again as if I didn’t speak to a person earlier. They have also been calling my elderly grandmother asking for payment. I have no clue how they got her phone number and I have asked them repeatedly not to call her. They have added a phone number that isn’t associated with me at all. THIS IS THE WORST CUSTOMER SERVICE EVER!Desired Settlement: $1000.00

Business

Response:

August 19, 2013

Revdex.com

ATTN [redacted]

1337 N FRONT ST HARRISBURG PA 17102-2629

Dear **. [redacted]:

This letter is in response to your recent inquiry (Case# [redacted]) regarding the status of **. [redacted]’s educational loan serviced by our office. We trust that the following information will be of assistance.

A comprehensive review of the account has been completed. A copy of our response letter is enclosed for your review. We trust that the letter addresses the concerns brought to our attention.

If you have any additional questions, please call our office at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.

Sincerely,

August 19, 2013

Dear **. [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 six Alternative Undergraduate Program (ALPLN) Loans on behalf of the respective owners, [redacted]) and [redacted]. In addition, AES services on Alternative Program Loan (ALP2) on behalf of the owner [redacted]. AES is not the owner of the loans. As the service provider, AES is required to administer the loans in accordance with the terms of the signed Credit Agreements. The chart below details the loans.

LOAN NUMBER DISBURSEMENT DATE OWNER LOAN PROGRAM ORIGINAL PRINCIPAL BALANCE CURRENT PRINCIPAL BALANCE*

1 July 13,2005 [redacted] ALPLN $6,951.87 $9,531.95*

2 April 12,2006 [redacted] ALPLN $21,390.37 $32,520.32*

3 November 7, 2006 [redacted] ALPLN $11,049.72 $18,423.45*

4 April 6, 2007 [redacted] ALPLN $13,114.75 $19,878.50*

5 November 14, 2007 [redacted] ALPLN $7,103.83 $10,028.50*

6 January 11, 2008 [redacted] ALPLN $3,314.92 $4,555.05*

7 February 14, 2008 [redacted] ALP2 $3,278.68 $3,955.69*

*The current principal balance is higher as a result of interest capitalization.

Your signed Credit Agreements stipulate that the borrower is responsible for maintaining a current account status by remitting on-time payments. When your loans are in a delinquent status, AES is required to commence additional servicing activities, including calls, letters, and emails. It is important to note that such contact must continue until the loans are restored to a current status.

During a telephone conversation with our office on June 19, 2013, you were informed by AES that although no alternative repayment schedules were available at the time, you may wish to apply for a Temporary Hardship Forbearance on your [redacted]-owned loans. Since you advised the Loan Counselor that you already had the appropriate forbearance application, a new form was not mailed to you.

On July 1, 2013, AES received your request to place Loan 5 and Loan 6 in a forbearance status. However, AES was unable to approve your forbearance request since the forbearance application you submitted was only applicable to your [redacted]-owned loans. Accordingly, AES was required to deny your request for forbearance on your RBS Citizens-owned loans.

AES received your subsequent forbearance request for Loan 5 and Loan 6 on July 1, 2013. This request was denied because RBS Citizens requires that nine monthly installments must be satisfied either from the date a loan enters repayment status, or in between forbearance periods. Our records confirm that a Grace Forbearance Extension ended on May 15, 2013 on Loan 5; therefore the loan will not be eligible for Temporary Hardship Forbearance until March 2014. Loan 6 entered repayment status in December 2012. The first monthly installment was due on January 28, 2013. Loan 6 will be eligible to for Temporary Hardship Forbearance after you have satisfied the September 20, 2013 monthly installment.

We understand that may have received inconsistent information when speaking with one or more of our Loan Counselors regarding your forbearance request. We sincerely regret if you were unhappy with the level of service you have received. You may be assured that all of our Loan Counselors are trained to provide courteous service and accurate information to our customers. Many customer service calls are monitored to ensure that optimum service is provided. Loan Counselors receive remediation in instances in which it has been determined that they did not handle a call appropriately or otherwise meet our standards for excellence. If you are ever dissatisfied with the quality of service you receive from an AES Loan Counselor, you may always ask for the employee’s identification number and to speak directly with a supervisor to address the situation.

Separately, Loan 1 and Loan 2 have utilized the cumulative maximum amount of forbearance time allowed (12 months). Loan 3 is currently in Temporary Hardship Forbearance status through September 28, 2013. Loan 4 is currently in Temporary Hardship Forbearance status through August 31, 2013. Please note that following the conclusion of the current forbearance periods, Loan 3 and Loan 4 will have utilized the cumulative maximum amount of allowable forbearance allowed.

Loans 1 through 3 are currently on the Modified Graduated Repayment Schedule (MGRS). The MGRS features 12 reduced payments that are approximately 50% of the installment amount calculated under a Level Repayment Schedule. After the initial 12 months of reduced payments, the following 12 payments are interest-only payments, which are equal to the amount of interest that accrues during a 31-day period. Loans 4 through 6 remain eligible for the MGRS. If you wish to request the MGRS for Loans 4 through 6 please contact our Customer Service Department at the number provided below.

For your convenience, I have asked Research Specialist Joshua DeMuro to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call [redacted] directly at ###-###-####. For any general assistance regarding your account, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., Eastern Time

Review: In May 2002 I decided to attend college at [redacted]. I applied for 2 loans from [redacted] to cover my tuition and other expenses. At the time I applied for these loans I was aware of the interest but thought the Int accured on a late payment. I sent a debt validation letter to [redacted] with returned receipt and receive a itemized list of payments that I made and interest I had accured. I initially had loans with [redacted] which was paid and transferred to educaid and now is transferred to [redacted]. Since I started making payment to [redacted] I have paid over $10.000 to [redacted] but they are stating that I only paid $5000. I'm filing this complaint due to being mislead about the Interest rate accuring each day instead of on a past due late acct.Desired Settlement: I am requesting to have a refund of all interest charges that have accured since 2005 since I was mislead about the accrual of interest per day when I initial signed up for these loans.

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 compared my records against the debt validation that [redacted] has sent and have found multiple discrepancies. My billing statement each month shows an interest rate of 2.875 which accrues each day of the billing cycle. The letter that was sent to me has 2.625% interest each billing cycle day. I have compared the interest rate each mth and found that interest was subtracted from my monthly payment ranging from $2.76 per mth to $50.97 per mth. If I accrue interest of $2.65 per mth with the maximum amt being $26.04 during the billing cycle. I would still be paying $98.02 on the principal balance. The total amt that has been paid since Jun 2005 as you have shown on records is $17,447.69 and as of Apr 2013 is $12,016 showing that I paid $5,431 in 7 yrs of paying $98.02 over this time period. You are fraudulently adding $3500 on the principal balance.

I want the amt $3500 subtracted from my principal balance of I will file a lawsuit.

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 am responding to the rebuttal from [redacted] in regards to the incorrect interest rate and the varying amt of interest that has been deducted from my mthly payment each mth.

After reviewing the the mth by mth itemized billing I Found multiple error in how the int was being taken out of my mth payment. Per the letter I received on Apr it has an int rate of 2.25% inter but each mth the int taking out of the amt is been from 2.00 to 50 per billing cycle. With most of the payment being on time.

[redacted] stated on the response letter that it occurs 0.84 per day with a total of 26.04 per mth but on my itemized billing statement it varies from $2.00 to $50.00 on every billing statement.

I want the correct accrual of interest t=deducted from each mthly payment or I will file a lawsuit

Regards,

Review: In 2007 I signed an agreement with [redacted] helicopter to start training to be a pilot. Several months later [redacted] helicopter went bankrupt and all classes stopped. A class action law suit went on for several years and notices were sent not to pay on any loans. The loan collection companies changed hands several times and ended up with American Education Services. Since 2009 I have been harassed on a daily basis for money. In 2011 I filed Bankruptcy and AES was listed on the bankruptcy. The company since then said it was a school loan and that the class action law suit said I had to pay a set amount of 6,000.00 and change. I contacted my Bankruptcy lawyer and he disagreed and told me not to respond to any bills or calls from this company. In september of 2013 I was sent a notice by the IRS for tax year 2011 with the AES as the company discharging the 6,000 plus amount that they have been trying to collect from me. With the IRS trying to tax that money to me. I called the IRS and went through the process with them about the whole situation with [redacted] Helicopter going bankrupt and AES trying to collect from my Bankruptcy and so forth. The IRS discharged the tax amount owed. I then proceed to again ask my bankruptcy lawyer about the situation and he said to contact AES and explain that they cannot collect debt they discharged through the IRS. I was sent through all levels of the company and told by them to contact a lawyer because they will not stop until they receive money. I have no money and do not know where to go with this. Also not knowing what to do before receiving any information from the IRS about them discharging the debt AES told me that if I do not start paying any monies to them that I would be responsible to pay them 24,000.00 plus. So between 2011 and 2013 I was paying them a small amount so as not to be stuck with a large bill. I have paid them 1,200.00 plus dollars. can I get a return?Desired Settlement: I would like them to stop harassing me. Stop all billing and refund the money they stole from me and discharge any and all bills they sent me and correct my credit and anything else the Revdex.com thinks acceptable. Thanks

Business

Response:

December 20, 2013

Dear **. [redacted]:

Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of your privately-insured educational loan account. We trust the following information will be of assistance.

AES services one Career Xpress (CARXPR) Loan for you on behalf of the loan’s owner, [redacted] & [redacted]. This loan is further detailed in the chart below.

Disbursement Date Loan Program Original Principal Balance Current Principal Balance

July 16, 2007 CARXPR $23,300.00* $4,163 31

*The balance was reduced to $15,579.20 shortly after disbursement due to a refund from the school.

As a result of the settlement of a class action lawsuit against [redacted] Helicopter School ([redacted] v. Student Loan Xpress, Inc., U.S.D.C., M.D. FL, Tampa Division, Case No. 8:08-cv-305-T-23MAP), the balance of your loan was reduced to $4,221.53, based upon the number of certifications you received from [redacted] Helicopter School. Additionally, you were awarded a 0% interest rate from February 1, 2008 through August 7, 2011, and the loan was placed into a “grace period" status through August 31, 2011. Furthermore, please note that, as a result of the settlement, all litigation in this matter was effectively ended.

As the third-party service provider, AES administers the loan on behalf of the owner in accordance with the ter** of the signed Master Promissory Note (MPN). By signing the MPN, you agreed to be responsible for the timely repayment of the debt until it is paid in full with a zero balance. Accordingly, AES, as the third-party service provider, is unable to dismiss any portion of the remaining loan debt. As confirmation of the remaining amount owed, we have enclosed a statement of account, which details the financial transaction history of the loan.

In your inquiry, you indicate that AES has been attempting to collect on an amount that was discharged through the IRS. Please note that AES is not attempting to collect on any amount allegedly owed previously to the IRS. As noted above, the entire loan balance was not forgiven as a result of the settlement, and you remained responsible for satisfying the remaining debt. Consequently, AES, as the third-party service provider, remains obligated by the owner to perform billing and collection activity for the remaining debt.

Please also note that, based upon the loan forgiveness payments awarded as part of the settlement, AES was required to report $6,332.28 of the loan forgiveness to the IRS. As a result, the IRS may have previously held the position that you were required to claim this amount as income when you filed your 2011 tax return. It is our understanding of the settlement, however, that you would not be required to claim this amount as income. Furthermore, you seem to indicate in your inquiry that the IRS is no longer requiring you to report this amount as income.

In your inquiry, you also expressed concern over AES attempting to collect on the remaining balance despite the fact that you previously filed a voluntary petition in bankruptcy for protection from creditors under Chapter 7. Our records reflect that we received the Meeting of Creditor’s (MOC) notification for Chapter 7 bankruptcy on August 19, 2011, and we placed the account into a bankruptcy status. Due to the bankruptcy stay, AES ceased all billing and collection activities while the account reflected in a “Verified Bankruptcy” status.

On December 5, 2011, AES received Discharge of Debtor Order. Please note, however, that, on October 7, 1998, Congress amended Title 11 U.S.C. Section 523 (a)(8) of the bankruptcy code, which had allowed a borrower’s educational loan to be discharged if the borrower had been in repayment for more than seven years prior to the date the bankruptcy petition was filed. As amended, Section 523(a)(8) now provides that educational loan debt is presumptively not dischargeable unless the debtor proves undue hardship through an adversary proceeding. To date, you have not instituted an adversary proceeding to determine the dischargeability of the student loan debt. As such, a determination has not been made that the student loan debt will be discharged. Accordingly, upon receipt of the Discharge of Debtor Order, AES was entitled to resume collection of the student loan account on behalf of the owner. Therefore, you remain responsible for the repayment of the remaining debt, and AES is unable to refund the payments you previously made. If you have instituted an adversary proceeding to determine the dischargeability of the student loan debt, please provide our office with any necessary documentation to confirm the institution of the adversary proceeding.

In your inquiry, you also expressed concern over the collection activities performed in reference to the loan. Contrary to the allegations in your inquiry, AES has not “harassed” you on a daily basis since 2009. Although AES has not “harassed” you on a daily basis, it is important to note that, when the loan reflects a past-due status after a designated number of days, AES is required by the owner to place telephone calls and to generate letters to notify you of the past-due status. Accordingly, after the loan entered repayment on September 1, 2011, AES may have been required by the owner to perform various activities to notify you of any past-due status reflected on the loan.

If the loan is past-due, the owner, alternatively, may contact you directly, or it may use a collection agency to assist in obtaining payment for the delinquent amount. Therefore, you may receive communication from various offices. Please note that these outside collection calls are not made under the jurisdiction of AES. Importantly, please note AES will not make calls to you regarding the delinquent status if the loan’s owner is also contacting you directly about the loan or has directed the loan to a third-party collection agency. AES representatives will always identify the**elves and the nature of the telephone calls.

Although AES has not yet reported the loan unfavorably to the nationwide consumer reporting agencies, it is important to note that the loan is presently past-due from November 11, 2013 for $28.95. You are encouraged to remit a payment, if possible, to restore the loan to a current status. If you are unable to remit sufficient payments to maintain a current status, you may wish to contact our office for information on any alternative repayment options that may be available to you.

If you have any additional questions, you may call our Customer Service Department at 800-233-0557. 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:

Review: 1) Hold times are way too long no matter what time of day you call.2) When you do get through to a service rep after a long hold, there is another long hold just for them to figure out what they are doing.3) No tax history is listed under the tab of "Tax Information" in my online account. At least previous year should be there. At [redacted] I had access to this information at any time dating back to the opening of the account.In the meantime, I still dont have what I need when I should.You should consider being open on the weekends if hold times are going to be that long. People work and have other things to do!Desired Settlement: 1) I would like my tax information to be accessible to me online.2) I need this ASAP!3) I also would like copies mailed to me of my tax history from 2004 to present ASAP. All contact information is correct.

Business

Response:

November 20, 2013

Dear **. [redacted]:

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

A comprehensive review of the account has been completed by our office. A copy of our letter of response is enclosed for your review. We trust that the letter satisfactorily addresses the concerns brought to our attention.

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

Sincerely

Dear **. [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 that the following information will be of assistance.

AES currently [redacted] the subsidized (SUBCNS) and the unsubsidized (UNCNS) portions of your Federal Consolidation Loan on behalf of the owner, [redacted]. As you know, this loan transferred from [redacted] to AES for servicing effective June 7, 2013. As the new third-party service provider, AES now 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.

We understand from your inquiry that you have some concerns regarding the availability of information regarding eligible amount of the accrued interest, capitalized interest, and/or origination fees paid towards your loan during prior tax years. When the loan transferred, AES did not receive copies of tax statements that had been previously sent by [redacted] to you regarding the amounts of eligible accrued interest, capitalized interest, and/or origination fees that were previously paid. Furthermore, the “Tax Information,” section of our website only provides forms applicable for AES. Consequently, tax forms received from [redacted] would not be available through the AES website.

However, to assist you, AES obtained the information that would have been provided to you on the prior tax forms sent from [redacted] Services. In addition, AES is authorized to provide this information to you upon your request. Accordingly, in response to your recent email, AES provided this tax information to you in our email sent on November 13, 2013. For your records, the amount paid toward accrued interest, capitalized interest, and/or origination fees while serviced by [redacted] during the 2003 through 2012 tax years is again provided in the chart below. Please note that [redacted] Services’ Federal Tax Identification Number (EIN) is [redacted].

Separately, you indicated in your inquiry that you have had difficulty contacting AES. While we regret that you may have had to wait several minutes before being able to speak with a loan counselor when you called AES on November 13, 2013, it is important to note that your experience is not representative of the average hold time experienced by most customers. In addition, we apologize for any inconvenience that you may have experienced in this matter and trust that you will be more pleased with your future interactions with AES.

Additionally, while our office does not currently have any plans to expand our hours of operation beyond those listed below, you may be assured that your suggestions have been taken into consideration. AES is constantly seeking ways to expand availability and [redacted] to customers, so we sincerely value your input.

If you have any additional questions, you may call our Customer Service Department at ###-###-####. Our loan counselors are available Monday through Friday from 7:30 a.m. through 9:00 p.m. Eastern Time. To access current account information, send email, or download application forms as needed, you may visit our website at www.aesSuccess.org.

Sincerely,

Review: AES purchased my loans from [redacted] a few months ago. I made a payment on June 13th (due date being the 13th) via check because they did not accept payment over the internet at that time. They incorrectly allocated my payment to the appropriate loans. So their systems thought I was delinquent and I was notified that my account was 10, 15, 20 days late. I called twice and finally was able to get the issue resolved and was assured nothing was reported to the Credit Bureau. I made my payment for this month on the 8th (due date being the 13th) via their online payment system. I received an email last night stating my account is once again delinquent. I called this morning and spoke with a lady named [redacted] who told me my account was delinquent. I advised her to check the most recent payment. Again they have credited the wrong amount to my loans. She advised me it was probably my fault because I didn't specify online which amount went to the exact loans. Their online system tabs default to "pay all loans." Their system is also making me submit two seperate payments. I asked for resolution on both of these issues and was told they would look into it. Which is what the previous two individuals had told me and here I am having the same issues. She also mentioned that my payments were $174.20 instead of $172.86, but the online system told me to pay $172.86 which is the amount i've paid for years! She couldn't, nor could her manager why it was $174.20... I asked to speak with her manager who couldn't insure this issue wouldn't happen again, but stated it "should" resolve itself in SEPTEMBER! I proceeded to tell her that was unacceptable before our phones got disconnected/hung up on. I was on the phone for over 35 minutes today which was the third call in about 3 weeks to get this issues resolved. I sent them an email as soon as I got to work this morning, but no one has called or emailed me. I'm so frustrated and tired of spending my time getting this billing issues resolved. I'm also concerned this is going to impact my credit. I've NEVER been late for ANY payments in my life. This is by far the worst customer service experience I've ever had. I don't have the time to continue to follow up with them every month to correct by payment. Please help me!Desired Settlement: Please resolve my billing issues ASAP! I shouldn't have to submit two payments online, nor should I have to call every month to request my payments be submitted correctly. I've made a payment via check and online with the same issue. It's not me! I've submitted the ACH form to auto draft my account so maybe this will be completed correctly. Finally, confirm that this has not negatively impacted my credit report.

Business

Response:

See attached PDF file.

Review: We have been trying to get our account set up so that both of us can access [redacted] student loan account. We have followed the instructions given to us by AES employees and faxed and mailed a copy of the authorization form to AES. Today when [redacted] tried to get onto our online account to pay our bill it said we were locked out again. She called AES thinking she was now an authorized account person and they told her she still wasn't. The customer service representative was rude and not helpful at all. [redacted] became very frustrated and eventually asked for a manager. [redacted] had to wait on hold for another 10 minutes before a manager got on the phone. The situation was explained to the manager and she again told [redacted] she still wasn't an authorized person on the account. After [redacted] explained the situation of faxing & mailing the form the manager agreed that she saw in the notes that they had received the form but she couldn't pull it up so [redacted] wasn't authorized. The conversation went from there that [redacted] was just trying to pay our bill (in fact 2 weeks early) and just wanted to get it completed. [redacted] was the one that set up the entire online account to start with. The rep told [redacted] that she had not access to the online account since she wasn't the account holder or didn't have power of attorney. [redacted] told the rep that she could answer any security questions since she set up the account and was the only one that dealt with finances in our house. The rep still said that she couldn't discuss the account with [redacted] because she was an unauthorized person. The manager then said she could take a check payment over the phone if [redacted] had a routing number and account number. [redacted] told her she did and it was the same one on her online account. The manager said she had to get into their online account in order to take the payment. [redacted] asked to confirm that there wasn't an additional $9 processing fee for paying over the phone as she had been told in the past. The manager told her that there had never been a processing fee. A previous rep had told [redacted] there was a $9 processing fee if you paid over the phone so someone may be making extra money of AES customers. The manager then asked [redacted] how much she wanted to pay. We always pay a little more than our "monthly payment" because we are trying to get stuff paid off. So [redacted] asked her if the total amount due this month was the normal $220 and change so she paid the $221 she had paid numerous months or if it was one of the odd months where it came up as $221 and change so she paid $222. The manager told her she wasn't an authorized person on the account so she couldn't share that information. [redacted] told her you can look back at my past payments via your website and see that this is the exact amount I always pay depending on the months that it jumps a dollar. The manager told her she could take her payment but couldn't tell her which amount she needed to pay. [redacted] hung up. No customer should be harassed this much just to pay a bill. We aren't trying to get out of paying our bill or even lowering our bill. We are just trying to be responsible customers and pay our bill EARLY and more than asked. We experience this disrespect every time we actually have to call and talk to AES employees. This shouldn't be the way business is done. We didn't choose AES, [redacted] loan got sold to them. We just wish we could get away from them now.Desired Settlement: in every other bill a married couple has both names are on the account so that they can both deal with the account. We just want [redacted] to have the ability to pay our bill and get questions answered when we have them without being harassed by AES. It took us 2 minutes ONE time to get both our names on our home loan which is 3 times what this student loan is.

Business

Response:

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 BAssistant Vice President Customer Service Department

Review: I have numerous and ongoing issues with this student loan lender. The have repeatedly refused to schedule all of my student loans payments on one date after repeated requests and promises that they would. So I resigned myself to signing in twice a month to pay on their website. Most recently I was informed by simply selecting to pay the amount due I was not actually paying the loan that was due, but instead was paying all of my loans. I called to inquire about this and spoke with an employee and his manager. I was still not satisfied and asked to speak with the manager's manager. She then hung up the phone on me. There actions are unfair and unscrupulous.Desired Settlement: I would like an apology, my payments to be correctly applied to the loans I assumed I was paying, all of my loan payments to be scheduled on one date, and them to change their policy of automatically allocating one payment to all loans instead of the loan which is due.

Business

Response:

See attached PDF file.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9455039, and find that this resolution is satisfactory to me.

Regards,

Review: In November of 2012 I requested that AES directly debit my monthly payment from my checking account. I did receive an email confirming they did receive it. In May of 2013 I received a call from an AES customer service rep and they stated that my account was 6 months past due and the direct debit was never processed (This was the first time I had heard of this). They sent me forbearance paperwork, which I filled out and returned. AES lost the paperwork on 3 separate occasions. Once the paperwork was received and process I learned that they had sent me the incorrect forbearance paperwork, and the issue could have been resolved over the phone, verbally in May of 2013. I have since had 9 months of negative credit reporting from AES because they did not process my request as submitted to directly debit my account for my monthly payment in November of 2012.Desired Settlement: I want all negative credit reporting from AES to be removed from my credit report due to their inability to process paperwork as requested, and sending me incorrect paperwork to bring my account current in May of 2013.

Business

Response:

September 17, 2013

Dear **. [redacted]):

This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account. We trust that the following information will be of assistance.

AES currently services two privately-insured Alternative Undergraduate Program (ALPLN) Loans disbursed on December 18, 2006 and April 6, 2007 on behalf of the owner, [redacted]). As the service provider, AES administers the loans in accordance with the terms of the Credit Agreements. AES is responsible for performing billing, credit reporting, and additional servicing activities. The chart provided below details the loans.

AES records confirm that your account was originally approved for the recurring payment service, Direct Debit, on September 8, 2009. On November 20, 2012, you called AES and advised that you were in the process of changing bank accounts. The AES representative advised you to submit a new Direct Debit application if you would like to continue to utilize the service. During this conversation, you were also advised to call back to suspend the Direct Debit service for the installment due on December 6, 2012. At that time, you were advised that the Direct Debit service could only be suspended for a one month increment per request.

AES records confirm that you called on November 30, 2012 to request the suspension of the Direct Debit service. After AES processed the adjustment, a letter confirming the suspension of the service for the December 6, 2012 monthly installment was mailed to you. A copy of this document is enclosed. Please note that you remained responsible for remitting your regular monthly installment for December 6, 2012.

Since a payment to satisfy the December 6, 2012 installment was not received, in an effort to notify you and your cosigners of the account’s delinquent status, additional servicing activities were performed. Emails were sent to you on December 10, 2012 and December 11, 2012 to notify you of the delinquency on the loans. In addition, a letter and an e-mail confirming the past-due status on the account were sent to you on December 17, 2012. AES also made several unsuccessful attempts to contact you and the cosigners by telephone to notify each party of the statuses of the loans.

Since AES did not receive a new application, the Direct Debit service automatically resumed for the monthly installment due January 6, 2013. At that time, the account remained past due from December 6, 2012. Therefore, the $145.84 Direct Debit payment effective January 6, 2013 fully satisfied only the bill due December 6, 2012 and a portion ($0.67) of the January 6, 2013 bill. Since the loans continued to reflect a delinquency, the additional servicing activities continued to be directed to you and the cosigners.

These activities provided an opportunity for repayment alternatives to be offered, as applicable. Our records confirm that **. [redacted] remitted a payment of $71.55 on January 16, 2013 and a payment of $71.88 on February 4, 2013, to satisfy the installments due on Loan 2 through February 6, 2013. However, Loan 1 remained past due from January 6, 2013.

On Februaiy 6, 2013, AES attempted to automatically withdraw your combined monthly installment of $145.84; however, on February 11, 2013, AES received notification that the account you were using for Direct Debit had been closed. As a result, AES was required to cancel the Direct Debit service and return the amount of $145.84 to your financial institution. A letter advising you that the Direct Debit service had been cancelled was mailed to you on February 12, 2013, and a letter advising you that the $145.84 payment had been returned was mailed to you on February 13, 2013. Copies of these letters are enclosed.

Although AES received payments from **. [redacted] for Loan 2 after the cancellation of the Direct Debit service, AES failed to consistently receive the required payments for Loan 1. Consequently, Loan 1 has regularly reflected a past-due status since January 7, 2013. Accordingly, our office has been required to contact both you and **. [redacted] to inform you of the past-due status, and Loan 1 was reported to the nationwide consumer reporting agencies as at least 30 days past-due for April 2013. As confirmation of the payments received for Loan 1, our office has separately mailed you a statement of account, which details the financial transaction history of the loans.

Contrary to the information contained in your Revdex.com inquiry, our records also indicate that, during separate telephone conversations with AES representatives on March 25, 2013; May 9, 2013; and May 20, 2013, you were advised that the account was not currently on Direct Debit, and you were sent several emails containing links to the Direct Debit application on AES’s website. However, you have not yet submitted this form to reapply for the service. Consequently, AES has not been able to resume automatically withdrawing the required monthly installments

On May 20, 2013, you again contacted our office, and you were advised of the delinquency on the account and how to reapply for Direct Debit. Additionally, you requested that another email containing a link to the Direct Debit application be emailed to you, and you requested that the Reduced Payment (RP) plan be applied to Loan 1.

As you may know, The RP plan may be requested for a total of six months, granted in three-month increments, to temporarily lower your monthly payments. At the time of the request, you were required to make a $50.00 good faith payment before AES could apply the RP plan to Loan 1. Our records indicate that the requisite good faith payment was submitted on May 20, 2013 and that the RP plan was applied to Loan 1 starting with the installment due by July 6, 2013.

Since the loan reflected a past due status at the time the RP plan was applied, AES was able to retroactively apply a Temporary Hardship Forbearance from April 1, 2013 through June 30, 2013 to bring the account to a current status. It is important to note, however, that the retroactive application of a deferment or a forbearance to bring an account to a current status does not negate or remove any unfavorable credit reporting that may have occurred prior to the application of the deferment or forbearance. Accordingly, the unfavorable information submitted for April 2013 was unable to be removed.

In your inquiry, you also indicated that AES had sent you incorrect forbearance applications in May 2013 and that, when you returned the paperwork on three different occasions, it was misplaced each time. Contrary to the information contained in your inquiry, AES has no record of you requesting that a forbearance application be sent to you, and AES has no record of any forbearance applications being sent to you.

AES understands that you are requesting to have the unfavorable credit reporting submitted for April 2013 be removed. Pursuant to the Fair Credit Reporting Act, 15 U.S.C. § 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate information. Since the unfavorable information was submitted accurately to the nationwide consumer reporting agencies, AES cannot lawfully remove this reporting without authorization from [redacted]. To assist you, AES elevated your request for a credit retraction to [redacted] for review. However, AES was not authorized to issue any credit retractions for your loan since no servicing errors occurred.

At present, the Loan 2 is current. However, Loan 1 is past-due from September 6, 2013 for $50.00. We encourage you to remit payment, if possible to restore the loan to a current status.

If you would like to reenroll in Direct Debit, you may complete and return the enclosed application, or you may enroll online at www.aesSuccess.org. Upon returning the application or enrolling online, you are required to continue to make payments by mail, online or by telephone until you receive confirmation that Direct Debit is scheduled to begin. Please note that if you choose to enroll in Direct Debit, all of your loans serviced by AES will be enrolled, not just the loans that qualify for the interest rate reduction. You may, however, provide a separate letter along with the Direct Debit form that includes special written instructions if you do not wish for payments for all loans to be made through Direct Debit.

Separately, please note that a review of the data you submitted to the Revdex.com indicates that your last name may differ from the name we have on file for you. In order to update your information, official documentation verifying the name change, such as a marriage certificate or a driver’s license, should be provided to AES at the address listed on the first page of this letter. A letter detailing other acceptable documentation for completing a name change has been sent to you under separate cover.

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

Sincerely,

Review: I'm currenlty deployed to AfghanistanBefore I left on 12/28/2012, I submitted my Military Deferrment form for my student loans prior to deployingIt was rejected but I was not notified while still at home, but I was still in the USA conducting training until early Feburary I called and was told I can qualify for military deferrment and resubmit my orders and paperwork(So, I did and was granted a Military deferrment from 12/28/12-09/18/and have the hard copy letter to prove this factThe letter is dated 3/1/2013)On or about Feburary 18th I had completed all my training and I then was sent to Afghanistan and will be here until sometime I have since found out the deferrment has been lifted without any notification to myself or my wifeThe deferrment was apparently lifted just days after it was grantedSo, here it is now August and they are showing me days late and owing a payment of over $3000.Desired Settlement: The Military Deferrment reinstated due to I had no notification and there was no reason for the Military Deferrment to be liftedFurhtermore, the derogatory credit entry on my credit reports all three of them, Transunion, Equifax, and Experian to be notated currentFurthermore, adverse action cannot be taken against a service member while deployed in a war zone
Business
Response:
August 30,
Revdex.com ATTN [redacted] N FRONT ST HARRISBURG PA 17102-
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
A comprehensive review of the account has been completedA copy of our letter of response is enclosed for your reviewWe trust that the letter satisfactorily addresses the concerns brought to our attention
If you have additional questions or need further assistance, you may call our office Monday through Friday at ###-###-#### from 7:a.mto 9:p.m., Eastern Time
Sincerely,
enclosure: copy of our response letter to **[redacted]
Dear **[redacted]:
This letter is in response to an inquiry that we received from the Revdex.com (Revdex.com) regarding the status of your educational loan serviced by our officeWe trust that the following information will be of assistance
As you are aware, AES currently services both subsidy portions of your Federal Spousal Consolidation Loan on behalf of the owner Missouri Higher Education Loan Authority (MOHELA)As the service provider, AES administers the loan in accordance with the terms of the signed promissory note and federal regulations
In accordance with federal regulations, when applying for a deferment on a Federal Spousal Consolidation Loan, both the borrower and the co-maker must be eligible for a deferment periodBecause the co-maker, [redacted], did not apply for and qualify for an available deferment period, The Military Deferment applied to your loan from December 28, through September 18, was removedIn order to have the Military Deferment applied to the account, [redacted][redacted] must apply for and be approved for another period of deferment, such as Economic Hardship Deferment, Military Deferment, or Unemployment DefermentYou and [redacted][redacted] may wish to review the deferment eligibility online at www.aesSuccess.org
Because the removal of this deferment period was accurate, the delinquency was reported on your credit historyPursuant to the terms of your promissory note, both you and [redacted][redacted] are required to maintain a current status on the loan at all times by remitting timely payment or by both qualifying for an available repayment optionAs a result of insufficient/late payments, the loan was reported unfavorably to the nationwide consumer reporting agencies, as detailed below.Pursuant to the Fair Credit Reporting Act, U.S.C§ 1681s-2(a), companies which fomish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate informationBecause AES can verify that the unfavorable information was accurate, we cannot lawfully remove the unfavorable informationHowever, this information may be negated if you apply for and are eligible to receive Servicemembers Civil Relief Act (SCRA) benefits during the time period the loan was unfavorably reported
To request for SCRA benefits to be applied to your account, please submit a signed and dated written request for these benefits to be appliedOnce this documentation is received, AES will submit it for reviewShould you qualify for SCRA benefits, we will retroactively apply it in accordance with the effective date of your current ordersShould this date coincide with the unfavorable information, credit retractions may be warranted
To ensure priority processing, you may send the SCRA application and your orders to the address or fax number referenced below
AES
Attention: Research Team P.OBox Harrisburg, PA 17105-Facsimile number: ###-###-####
Additionally, please note that AES received both an Economic Hardship Deferment request from [redacted][redacted] and another Military Deferment request on August 15, Please note that, because the copy of [redacted][redacted]’ teacher’s contract that we received was not signed by both [redacted][redacted] and the president of the Board of Education, AES was unable to accept the documentation as proof of her incomeConsequently, our office was unable to approve the deferment requestPlease ask [redacted][redacted] to submit either a signed copy of her contract or some other proof of her income so that AES can review her Economic Hardship Deferment request again
At this time, the loan is in arrears beginning October 7, for the amount of $3,438.05, with an additional $assessed in late feesWe strongly encourage both you and the co-maker to remit satisfactory payments or to apply for a deferment or forbearance period to return the account to a current statusFor convenience purposes, Temporary Hardship Forbearance applications have been enclosedPlease note, both you and [redacted][redacted] must apply and qualify for the forbearance in order to have it applied to the loan
If you have any questions or concerns, please contact our Customer Service Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ET
Sincerely,
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
The company already has my orders and they are aware that Im currenlty in AfghanistanI understand why the removed the deferment, but as their supervisor stated ([redacted]) the original deferment was approved in errorHowever, I was given no notice that the military deferrment was removedIf I had been aware I could have resolved the matter before it got to this magnitudeI had to find this out by running my own credit reportI have no desire to take legal action even though Im warranted to do so since Im a deploymed member of the armed services and Im protected along with my wife under SCRA due to this factHowever, if the matter is not resolved I will take the actions necessary
Regards,
Business
Response:
September 20,
Revdex.com ATTN IDA VAGHARI N FRONT ST HARRISBURG PA 17102-
Dear **[redacted]:
This letter is in response to your recent inquiry (ID # [redacted]) regarding the educational loan account of **[redacted][redacted]We trust that the following information will be of assistance
A comprehensive review of the account has been completedA copy of our letter of response is enclosed for your reviewWe trust that the letter satisfactorily addresses the concerns brought to our attention
If you have additional questions or need further assistance, you may call our office Monday through Friday at ###-###-#### from 7:a.mto 9:p.m., Eastern Time
Dear **[redacted]:
This letter is in response to an inquiry that AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan serviced by our officeWe trust that the following information will be of assistance
As referenced in our previous response letter, AES currently services both subsidy portions of your federally-guaranteed Spousal Consolidation Loan on behalf of the owner, the Missouri Higher Education Loan Authority (MOHELA)
To reiterate the information in our previous response letter, when applying for a deferment on a Spousal Consolidation Loan, both the borrower and the co-maker must meet eligibility requirementsBecause the co-maker, [redacted], did not apply and qualify for an available deferment period, AES was required by federal regulations to remove the Military Deferment that had been applied to the loan from December 28, through September 18, This adjustment was completed on March 14, 2013, and a letter detailing the deferment removal was mailed to your address on March 15,
In order to have the Military Deferment applied to the loan, [redacted][redacted] must apply and be approved for another period of deferment, such as an Economic Hardship Deferment, Military Deferment, Unemployment Deferment, etcYou and [redacted][redacted] may wish to review the different deferment options and eligibility requirements online at www.aesSuccess.orgIf either your or [redacted][redacted] have any questions regarding your eligibility for a deferment or forbearance, or are unsure which option(s) best fit your current situation, please contact our office at the telephone number above for assistance
Pursuant to the terms of your promissory note, both you and [redacted][redacted] are required to maintain a current status on the loan at all times by remitting timely payment or by both qualifying for an available repayment alternative (deferment or forbearance)As a result of the deferment removal, the loan accurately reflected a delinquency, and this information was submitted to the nationwide consumer reporting agenciesHowever, AES received your recent request to have the SCRA benefits applied to your accountAs a result, AES adjusted the account to apply these benefits to your account beginning December 28, Due to the retroactive application of these benefits, AES has requested for all unfavorable information submitted to your credit history beginning December 28, to be removedWe expect that this change will be reflected on your credit report within the next days
Please note that your account still remains in arrears from October 7, for the amount of $3,750.60, with $in assessed late feesThe next installment of $will be due on October 7, If payments are not remitted in the interim, a total of $4,063.15, plus fees, will be due on that dateDue to the severity of the delinquency that exists on the loan, it is in danger of defaultingTherefore, if you are unable to remit payment, we urge you and [redacted][redacted] to apply for an available repayment option immediatelyAES is unable to guarantee that the loan will not default prior to the receipt of a completed deferment application
If you have any questions or concerns, please contact our Customer Service Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ET
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
I understand the requirement that since the loans are consolidated both myself and wife have to be approved for deferrmentI have always understood this and I have told those whom I spoke with such as ([redacted] OP#[redacted]), whom told me the deferrment was approved in errorI understand mistakes happen, but to crucify me for a mistake and refusing to fix it on AES's end and allow me time to get the necessary information to AES is not good businessInstead AES has began default process, which is in violation of the SCRAI do not wish to take this any further, but will if this is not fixedIt is difficult to coordinate all the forms since I'm approximately 7-miles away from home in AfghanistanFurthermore, my wife just began her new job on August of this year and will not recieve a paycheck unitl the end of SeptemberThe teaching contract was all we had at the time and sent it in as a "Hail Mary", and it takes time to get the actual signed contract
The issue is taking it off deferrment and not notifiying meI have recieved emails and mail in the past if there were issues with my accountI spoke with my wife about this and she did not recieve any phone calls or mail indicating there was an issueI found the issue on my own by running my credit reportOnce I found this on my credit I then went to the website that had several notifications in my paperless inboxHowever, I would not have any reason to check this since I already was notified by email and had the letter the account was put on military deferrement Mar As a result, I went on with my duties while here and none the wiser to the issue at hand unitl nowThis all could have been avoided with notification before I began supporting the misison of protecting our countryI'm now taking time away from the mission to deal with this
I have sent the SCRA form along with my orders using my gmail account which is what you have on fileI had no idea that using my military account would be an issue and it seems quite trivialI have also attached them to this responseSo the required information for the SCRA has been sent times three to AES
I wish once the SCRA has been applied for my credit report to be ammended, with trace of derogatory information reported from AES and maybe I'm sorryI'm not hard to deal with but threatening the security of my family is not something I take lightly
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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
Once again the issue is not that it was taken off deferrment, the issue is the no notification that the defferrment was removedI could have taken care of thist before it got to this pointThe purpose of the SCRA is not to change my interest rate, it was already lower than the 6%, the reason is to invoke the protection I have under the SCRA while deployedAs a result, AES cannot take any adverse action against me while deployed to a war zone, this is clearly depicted in the SCRA protectionsI do not accept your re-iteration of what AES believes the issue isI have told AES the issue, againMy wife is faxing her paystub/deferrment and my order/deferrment, so I'm doing exactly what I said I would do
Regards,

Review: This company has called my house numerous times, including six times on June 10, 2013. The first call was at 8:42 a.m. and the last call was at 6:10 p.m. I answered the last call on that date where I spoke to a person named [redacted], was very rude and unprofessional, and told me that I had a loan with Sallie Mae that was in default. I explained to [redacted] that my loans with Sallie Mae were current. I asked him who he was with and he said PHEAA, the company that guaranties my Sallie Mae loans. He was very rude, and continuously yelled, screamed, and cut me off as I was talking. I asked him to give me information on whatever loan he claimed was in default and he would not. I asked to speak to a supervisor and he would not allow me to. He then proceeded to talk rudely and unprofessionally until I hung up on him. After I hung up, I called Sallie Mae to verify that my loans were in fact current, and to see who the guaranty was. It was not PHEAA. I then called PHEAA customer service, where I spoke with [redacted]. I explained the issue, and while polite, she could not help me. She transferred me to the Default Prevention Department where I spoke with [redacted] was also rude as I explained the situation. At the end of the call, he determined that I was the wrong person and that they would remove my phone number. Although that is what I want, my concern is how they got the number in the first place. The number that Sallie Mae has on file is not the number that PHEAA was calling. They refused to verify any of my loan information, and seem to run their business the same way scam artists run their scams. I don't know if it is common practice to call a person six times a day, and then yell at them when they answer, but it is inappropriate. In addition, I initially asked [redacted] not to call me again and he said that they would. If Default Prevention is going to function like a collection agency, then they should be held to the same standard as a collection agency. That means that they should have to follow the FDCPA, which prevents them from using abusive tactics to collect debts. From conducting online research, it seems that this company very much operates like a debt collection agency, and regularly violates numerous provisions of the FDCPA. It is my hope that I don't hear from them again, but I would like this to be on record, in hopes that it may help someone from being harassed in the future.Desired Settlement: I would like a letter of apology articulating the issues with customer service and what will be done to fix them. In addition, aside from the letter of apology, I would like the company to never contact me again.

Business

Response:

See attached PDF file.

Review: This company is intolerable they are rude and disrespectful, when I graduated from College in the pass couple of months I contacted them to see what type of deferment I would qualify for to postpone payment as was and still am looking for work in my graduating field and any position I can obtain they told I did not qualify for anything since I wasn't an active officer or anything like that, that I would just have to pay them and I told them I didnt see how I could since Im not working and they told me to call back when I was that nothing would be done and left at that. Since that day I contacted them they have not stopped calling my phone 7 days a week even after 9 pm incisively back to back without any breaks, its so overwhelming I have told them to stop calling me to contact me by mail but they refuse to do so and tell me they have the right to call me whenever and how ever many times they need to in order to collect payment on the loan, they speak to you in the most disrespectful and deeming manner and and have the audacity to laugh at you and tell you just make a payment. This harassment and belittling and constant disrespect has to be unethical business practice. I made a payment last month but my bank said that the payment was cancelled online, which made the calls come 10x more. I now as before don't have money to pay them and called today to see if I could get the direct lenders contact and info and they kept lying to me and giving me false banks and numbers that lead back to them, one of the supervisors made it quite clear that they were not giving me that information and that they don't have to give it to me and refuse to, the bank she said as my original lender closed due to Chapter 7, she didnt think I would research it. She proceeded to tell me I need to borrow money do what ever to pay them down I told her they have no right to deny me information relating to my loan she said they did. I can't deal wit this company and the more I research the more I see thousands of people having horrific experiences with them, this has to be reported people must know that this is not the way to deal with customers.Desired Settlement: I want them to only contact me by mail and to disclose my original loan lender which I have a right to know the longer they deny me this information the more in debt I become with them, I need to find out what my loan payment options are for me thru my original lender not this unethical loan company

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 calls have not stopped and the fact that I keep explaining the same thing that Iam not working and don't have money at present time to make the payments at the current place in time leads to the same type of bulling and harassment by your representatives telling me "I better pay, that they don't care and will continue to call me no matter what, that they have the right to harass me" they called this morning and I told the mI don't have the money that I contacted the Revdex.com in regards to there harassment and was told by the representative " why did you call the / what are the gonna do? Your wasting there time just pay us now and stop wasting there time cuz now now your definitely gonna be receiving way more calls you'll see." I lost it I can't believe that these representatives think they have the right to harass and bully people like this, every time they call Im at the verge of tears with there belittlement. I just want to point out that the representative that contacted me at 10:45 am is the same representative that harasses and bullies me verbally incisively over the phone so bad thats me cried and made me start this complaint to begin with.... As I stated before Im not working and can't afford the payment plan designed as I have explained before and want nothing more than to defer or forebear my payments if that is not something available right now then what I need is for this company to STOP contacting me over the phone to contact me only by email and by mail, the harassment, bulling & belittlement from there representatives is extremely out of line and out of place, which I won't and refuse to take anymore.

Regards,

Arabelis G[redacted]

Business

Response:

See attached PDF file.

Review: The Company is telling us they can't mail out our information on our note disclosure statement and cosigned loan request/credit agreement signature pages unless our information is redacted because of the privacy act. We are entitled to a copy of the contract that we are paying on with out secret!

Dear American Education Services,

I [redacted] is requesting another copy of my note disclosure statement and cosigned loan request/credit agreement signature page the one dated September 22, 2014 is redacted and I don’t want any parts of the pages redacted and my father [redacted] have my permission to see all of my information and to communicate with you on my behalf with this account and please send to me within 7 to 10 business days.

I [redacted] is requesting another copy of my note disclosure statement and cosigned loan request/credit agreement signature page the one dated September 22, 2014 is redacted and I don’t want any parts of the pages redacted and my daughter [redacted] have my permission to see all of my information and to communicate with you on my behalf with this account and please send to me within 7 to 10 business days.Desired Settlement: Send the information requested without delay!

Business

Response:

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

Consumer

Response:

[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.]

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,

Review: I made a payment over the phone to this business on 10/9/2013 and needed a receipt ASAP the persons I spoke with said they would Email a receipt to me within 2 hours, it has now been 12 hours and no receipt.

I called this business several times they were very confusing and could not provide any answers , where's my receipt? So I called and asked to speak with the supervisor very rood and she told me that she could fax a confirmation number with the account number on it. I told her that I have a fax machine that only works through email. This supervisor told me that she could not email me this but she could only fax it to me. I asked her if she would fax it to my husbands work fax machine, that he was there and would receive it. She told me no that it had to be my own personal fax machine. She told me I had to wait 48 hrs. So now they have my money and I have no receipt. Could not get the same answer from four different people I spoke to. I feel that when I make a transaction I should be given a receipt via email for that transaction if not instantly, with in a few hours, as I was told.Desired Settlement: I need the receipt ASAP for personal reasons

Business

Response:

October 21, 2013

Dear **. [redacted]:

This letter is in response to your recent inquiry, Complaint ID # [redacted], regarding the status of [redacted]’s educational loan account that is serviced by our office. [redacted] is listed as the cosigner on the loans. We trust that the following information will be of assistance.

A comprehensive review of the account has been completed by our office. A copy of our letter of response is enclosed for your review. We trust that the letter satisfactorily addresses the concerns brought to our attention.

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

Sincerely,

Review: I have been trying to contact this company on trying to get help with my account and instead they passed my account off to another company and refuse to help me. I try calling the company and I get an automated service and I try email them and either system goes down.Desired Settlement: The help on my account and a desire to help me with my account.

Business

Response:

See attached PDF file.

Review: I received a letter from American Education Services regarding the repayment of a student loan. The letter requested three months of payments. When I called AES to tell them this was the first I had heard of the loan, the representative acknowledged that this was the first time they had contacted me. However, he refused my request to allow me to begin making payments from month one. Three days later, I received a revised loan repayment schedule, which raised the monthly amount of the loan repayment. It is these terms to which I am objecting. My original loan was for $6,500. AES states that the current principal is $7,822. The interest rate is 6.8% and the term is 114 months. I ran these numbers on an amortization chart, and the total repay amount should be $10,640. AES has me repaying a total amount of $11,659. I wish to repay this loan, but their numbers don't add up.Desired Settlement: I want an honest repayment schedule.

Business

Response:

See attached PDF file.

Review: I joined the Military in August of 2009. I knew I was deploying to the Middle East in February of 2011 so I started getting all of my bills squared away before I had to leave. To defer my student loans which I knew I was entitled to do, I sent them a copy of my orders and a letter of deployment which is what they had asked for. After the first couple months of deployment when I finally had internet access to check on my account it had not been deferred and my payments were now late. I could not get in contact with AES so I sent all of the required paperwork again with a letter explaining the situation in it. When I returned from deployment 10 months later my student loans were a mess and all defaulted. When I tried to straighten everything up with them I was told that I had to pay some ridiculous amount and if I did not they would have me removed from the military along with some other obscene remarks. I ended up settling with a payment in the 3,000 dollar range which is unreal but I was told everything would return to an up to date status so I paid it. This was completely untrue. They ended up sending a few of my loans to collections after this incident even though I stayed in good standing and they never dropped my interest rate to the 6% or below I am entitled to due to being active duty nor did they give me the 0% interest rate while in a hazard duty zone which I was also entitled to even though I sent the proper documentation twice.Desired Settlement: I would like my defaulted loans corrected, my interest lowered to the 6% I am entitled to and backdated to February 2011 and also any amount of over payment made as of February 2011 be deducted from my total loan amount.

Business

Response:

August 11, 2014Dear [redacted]:Kindly accept this letter as a formal response to an inquiry AES received through the Revdex.com concerning the status of your educational loan account serviced by our office. We trust the following information will be of assistance.AES currently services three privately-insured [redacted] Loans ([redacted]) on behalf of the loans’ owner, [redacted], three federally–guaranteed subsidized [redacted] ([redacted]) Loans on behalf of the loans’ owner, [redacted], two privately-insured [redacted] Loans ([redacted]) on behalf of the loans’ owner, [redacted], and one privately-insured [redacted] ([redacted]) on behalf of the loan’s owner, AES/Grants Special Programs. As the third-party service provider on behalf of the owners, AES administers the loans in accordance with the terms of the signed Promissory Notes/Credit Agreements. These guidelines mandate that we perform billing and collection activities. These activities provide an opportunity for repayment alternatives to be offered.These loans are further detailed in the chart below.As the result of insufficient payments, loans 6, 7, and 9 defaulted and transferred to [redacted] which is the entity managing the defaulted loans on behalf of [redacted] Trust. For additional questions, please contact [redacted] at ###-###-####. When contacting [redacted], you must use prompt #4 to reach a representative to discuss your defaulted loan.AES understands that you believe that your defaulted loans should be corrected, your interest lowered to 6% and any amount of overpayment made as of February 2011 should be deducted from your total loan amount. Recently, we completed a thorough review of your loans. On March 4, 2011, AES received your signed Military Deferment form with a copy of your change of duty orders. Our records verify that there was no official certification on the form in Section 4: Authorized Official’s Certification. In addition, AES was unable to determine the reason for active duty. Therefore, on March 7, 2011, a Military Deferment Denial letter was mailed to your address on file. Our records show that, between March 5, 2011, the day after AES received your Military Deferment Request, and July 31, 2014, the day before AES received the Revdex.com inquiry, no Military Deferment form or telephone call was received from you requesting a Military Deferment.In addition, this letter is to inform you on the status update of your Servicemembers Civil Relief Act (SCRA) benefits. The interest rate reduction under the Servicemembers Civil Relief Act (SCRA) has been applied to loans 1, 3, and 4 for the dates listed in the below chart. The SCRA benefit was approved to be extended and reapplied to loans 6, 7, and 9 for the dates listed in the chart below. In addition, the SCRA benefit was reapplied to loan 8 for the dates listed in the chart below.It is important to note that while you are receiving relief under the SCRA, the interest rate on your loan(s) would not exceed 6%. If the statutory rate on your loan(s) is below 6%, the lower interest rate would be applied to your loan(s). If the statutory rate on your loan(s) is greater than 6%, the interest rate on your loan(s) would be adjusted to 6%, in accordance with the SCRA.On August 6, 2014, an SCRA approval letter for loans 1, 3, 4, 6, 7, 8, and 9 was mailed to you at the address on file. In addition, that same day, we mailed a letter advising that you that you must provide a written request for the reduced rate along with a copy of your military orders showing mobilization/ activation to an active duty status for loans 2, 5, and 10.We trust this information is sufficient for your needs. If you have additional questions or need further assistance, you may call our office at ###-###-#### Monday through Friday from 7:30 a.m. to 9:00 p.m., Eastern Time.Sincerely,Shelly *. B[redacted] Assistant Vice President Graduate and Professional Services

Review: I made an overpayment through my billpay to AES on 5/2. The bank and I contacted AES on 5/5 asking them to refund the overpayment. AES requested a letter from the bank which they sent that day. On 5/5 we were told that the process could take up to 30 days to get the refund but that they would expedite it and a check would be cut within the next 7-10 days and returned to bill pay. I called on 5/16 to be told once again that another letter was needed from the bank. The bank sent a letter that day. I was then told that the process could take up to 30 days to get the refund but that they would expedite it and a check would be cut within the next 7-10 days and returned to bill pay. I then called on 5/23 asking where the refund was. I was told once again that the process could take up to 30 days to get the refund but that they would expedite it and a check would be cut within the next 7-10 days and returned to bill pay. I then called 6/4 to see if the refund was on the way. I was told that the process could take up to 30 days to get the refund but that they would expedite it and a check would be cut within the next 7-10 days and returned to bill pay. AES see** unable to "cut the check" and issue the refund. Every time I call it takes a long time to explain this process. So this is frustrating. I get transferred from supervisor to supervisor and they all say the same thing "the process could take up to 30 days to get the refund but that they would expedite it and a check would be cut within the next 7-10 days and returned to bill pay". It has been over 30 days since the first phone call. I would love to get this situation resolved and would suggest that no one have to do business with this company as they seem unable to complete the simplest of tasks.Desired Settlement: I would just love to get this settled and receive my refund instead of being told it is being processed and nothing is getting done.

Business

Response:

June 13, 2014Dear **. [redacted]:Kindly accept this letter as a formal response to an inquiry AES received through the Revdex.com concerning the status of your educational loan account serviced by our office. We [redacted] that the following information will be of assistance.AES currently services the subsidized and unsubsidized portions of your Federal Consolidation Loan (SUBCNS/UNCNS) which was disbursed on September 7, 2005 on behalf of the owner, [redacted] 2012-4. As the contracted, third-party service provider, AES administers the loan in accordance with the ter** of the signed promissory note and federal regulations.On May 5, 2014, you contacted our office and stated that you remitted a $463.68 payment on May 2, 2014, rather than the intended installment of $63.68, via a third party bill-payer service, “[redacted]”. In addition, you requested for the additional $400.00 to be refunded to the bill-payer service. That same day, AES received correspondence from your lending institution requesting for $40.67 to be refunded to you, and it was forwarded for processing. However, because your lending institution requested only $40.67, instead of your requested $400.00, AES was unable to process the full amount that you had requested.On May 15, 2014, AES processed the request to refund the $400.00. Please accept this letter as confirmation that the $400.00 refund request was returned to [redacted] on June 10, 2014. **. [redacted], we deeply regret that your May 15, 2014 correspondence was not expedited as you had requested. You may be assured that the situation has been addressed with the necessary individuals. We [redacted] that you will be more satisfied in the future, and we look forward to being of continued service to you.We [redacted] that this letter satisfactorily resolves the concerns brought to our attention. If you have any additional questions, you may call our Customer Service Department at ###-###-####. Our loan counselors are available Monday through Friday from 7:30 a.m. through 9:00 p.m., ET.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:

As of today, 6/23/14 I have not yet received the refund. According to my bank, if American Education Services issued the refund via check on 6/10/14 then the bank would have received it by now. They have not received it. I continue to wait on this situation to be resolved. I called American Education Services today and was told that they will check with their Financial Management to let me know the status.Regards,[redacted]

Business

Response:

June 27, 2014Dear **. [redacted]:Kindly accept this letter as a follow-up response to your most recent inquiry to the Revdex.com (Revdex.com) concerning the status of your educational loan account, serviced by our office. We trust that the following information will be of assistance.AES services the subsidized (SUBCNS) and unsubsidized (UNCNS) portions of your Federal Consolidation Loan which was disbursed September 7, 2005, on behalf of the owner, [redacted] 2012-4. 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 understands that you believe that the $400.00 refund was not returned to you. However, to the contrary, AES did send a refund check (#[redacted]) for $400.00 to [redacted], your bank’s bill-payer service, on June 10, 2014, and we confirmed that the check was cashed on June 17, 2014.Please note that AES has no control over the processing time needed by [redacted] to return the funds to your bank account. The amount of time depends on the method in which the bill-payer service processes the returned funds. Therefore, you may wish to contact your financial institution’s bill-payer service in order to expedite the return of the funds to your account if you have not yet received them.We trust that this information is sufficient for your needs. 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., ET.Sincerely,