Pennsylvania Higher Education Assistance Agency

Review: 2 weeks ago I called and requested a reaffirmation letter that my school [redacted] University needed in order to continue in my Masters degree program. I initially expressed my concern right at the beginning that how important this letter was and ask how long would it take to complete. The lady told me 7-10 days, I ask her is there any way they could expedite it because of my situation, I was told yes! So three days later I called to see what the progress was and spoke to a different lady she told me its was still in processing and call back in a few more days and it would be completed. Needless to say I called back and was told by a different lady that there was no expedition process and it would 7-10 days to process not matter what. So 10 days have passed I called back and talk to a different lady and she told me it could take up to 2 more weeks and she began explaining how this process can take up to 30 days to get anything final. 30 days Really! So why wasn't I told this from the beginning I could have pursued additional options. It seems like I was given the run around from the get go with people who were guessing and not setting the proper expectations. When I ask to speak to someone higher I was told there was no one to talk to I would just get the same answer. I even ask to be transferred to the people who were handling the letter I was told there was no one to talk to. People are nice and friendly on the phone but the service and caring is just not there. Should it really take a major corporation 30 days to process anything not a very good turnaround time, seems like I can get a refinance completed in less time. I would prefer to move my money to Sallie Mae so I no longer have to deal with a company who could care less about my needs.Desired Settlement: Get my letter processed and apology from a higher that I should have been have told several different stories because it created a huge inconvenience for me.

Business

Response:

April 16, 2014Dear [redacted]:Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com (Revdex.com) concerning the status of your educational loan account. We trust that the following information will be of assistance.AES services eight federally-guaranteed subsidized and unsubsidized [redacted] Loans ([redacted]) disbursed September 3, 2003, December 1, 2003, October 14, 2004 and November 14, 2005 on behalf of the owner, [redacted]. As the contracted, third-party service provider, AES administers the loans in accordance with the terms of the promissory note, and federal regulations, as applicable. AES is required to perform billing, credit reporting, and other servicing-related activities. These loans are further detailed in the chart below.LOAN DISBURSEMENT | LOAN | ORIGINAL PRINCIPAL | CURRENT PRINCIPAL NUMBER DATE PROGRAM BALANCE BALANCE 1 September 3, 2003 [redacted] $2,625.00 $3,774.27* 2 September 3, 2003 [redacted] $4,000.00 $5,949.78* 3 December 1, 2003 [redacted] $2,875.00 $4,133.64* 4 December 1, 2003 [redacted] $1,000.00 $1,482.71* 5 October 14, 2004 [redacted] $4,121.00 $5,925.20* 6 October 14, 2004 [redacted] $6,379.00 $9,240.84* 7 November 14, 2005 [redacted] $4,250.00 $6,110.61* 8 November 14, 2005 [redacted] $5,000.00 $512.49* Current principal balance is higher as a result of interest capitalization.[redacted], we deeply regret that you were provided incorrect information and displeased with the quality of Service in your inquiries with our office. We strive to provide optimum quality service to all our customers. All loan counselors undergo extensive training to ensure that borrowers receive polite, helpful, and informative service when they communicate with our office. You may be assured that this situation has been routed to the appropriate supervisors) for remediation purposes. Please note that you may always ask for the employees identification number and request to speak directly with a supervisor if you are ever dissatisfied with the quality of service you receive from a member of our staff. We trust that you will be more satisfied in the future and look forward to being of continued service to you.Based upon our telephone conversation with you on April 14, 2014, AES electronically mailed the Reaffirmation letter to your email address on file.For your convenience, I have asked Research Specialist [redacted] to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call [redacted] directly at ###-###-####. For any general assistance regarding your account, please contact Customer Service at ###-###-####. Loan counselors are available Monday through Friday from :30 a.. to :00 pm., ET,Sincerely,

Review: AES and [redacted] have been garnishing my wages for past due student loan. I do not question the validity of the default on the loan. However, when I have tried to work with them to have a reasonable payment, they refused to work with me and then garnished my wages. I did not think a company and or person was allowed to garnish wages with out a hearing. A hearing never happened. And now since they are garnishing my wages, they refuse to even speak with me on the phone. There has also been no contact with by mail to let me know how long the garnishment will be in effect. I also have not been given a way to stop the garnishment.Desired Settlement: Garnishments to stop immediately and work on what a reasonable amount of monthly payment shall be.

Business

Response:

February 5, 2014

This letter is in response to your recent inquiry with the Revdex.com (Revdex.com) regarding your defaulted student loan held by the Pennsylvania Higher Education Assistance Agency (PHEAA) and currently assigned to [redacted], Inc. ([redacted]). Your inquiry was forwarded to my attention for review and response.

Your federal consolidation loan was disbursed on December 16, 2005 in the amount of $34,693.97 and serviced by [redacted]). Your loan defaulted on November 30, 2011 after payments were not received consistently for at least 270 days. As the guarantor of this loan, PHEAA purchased the debt. As of the date of this letter, the outstanding balance due on your loan is $45,774.84. This consists of $36,757.85 in principal, $1,708.12 in interest and $7,308.87 in collection fees.

Additionally, due to your failure to remit voluntary monthly payments, an Order of Withholding was mailed to your employer, [redacted], on May 2, 103 to begin garnishment your wages, Per federal regulations, up to fifteen percent of your disposable pay may be garnished by PHEAA.

In lieu of the garnishment, PHEAA agrees to accept a voluntary monthly payment of $285.00 for the Default Loan Rehabilitation Program. This is a federally regulated program in which your account is purchased by a lender after a minimum of nine (9) consecutive monthly payments have been remitted in a ten (10) month period and you have returned the rehabilitation selection letter which is mailed to you after your fifth consecutive payment, After successfully completing the Rehabilitation program, we will request that credit bureaus remove the prior loan default reported by PHEAA. Your account is considered rehabilitated at the completion of this process, not as soon as your ninth payment is made. If monthly payments stop prior to the completion of this process, you must restart the qualification period.

If you are experiencing a financial hardship which may prevent you from remitting the $285.00 payment, please contact [redacted] at ###-###-####, A representative will review your account for a possible reduced payment.

If you have any questions, please contact our office toll-free at ###-###-####. Representatives are available to assist you Monday through Thursday 8:00 a.m. to 9:00 p.m. EST and Friday 8:00 a.m. to 5:00 p.m. EST.

Consumer

Response:

Review: [redacted]

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Feb 19, 2014 at 11:56 AM

Subject: Refusal of [redacted]

To: "[email protected]" <[email protected]>

Please reopen this claim. Since I opened and agreed to the original response from the company they have put another garnishment amount against my paycheck. So they are double dipping. The amount agreed too was $285 a month once payments have started. They are currently going after $156 and $104 per paycheck for a total of $520 a month. This was not agreed too. I was also NOT notified of the $208 a month garnishment. Thanks

Review: Back in June 2014, in error a $900 payment was issued to AES. After speaking with my bank and a AES representative 8/1, to assist with a refund of this payment, my bank sent a refund request letter to AMERICAN EDUCATION SERVICES at ###-###-#### to the attention of AMERICAN EDUCATION SERVICES. They advised to please allow up to 60 days to receive a refund check to my mailing address on file. I called them over 5 times to request status of this payment, the first attempt I was told that the refunds was not processed and that I should allow more time for it to be processed by the Financial Management department (at this point it was over 60 days). I called back the second week , and was told that the department was closed and that I should call in the morning. I called the next day and was told that the payment would be issued by end of week and that a rush was placed on it. I called again, I was told that it's still in process and a check had not been issued and that I should receive a check no later than 10/21. I decided to call again today, and was told it was still in process and a check has not been issued and that they were unable to provide a firm ETA. I requested to speak to a manager and was told that I would have to speak to a lead first and if they are not available then I would be forwarded to supervisor. After, speaking with a lead, I requested to speak with management within the financial service department and was told there wasn't a direct number nor a person I could speak to. I explained to the rep that this was unfair treatment and that if it was the other way around, I would be placed in collections at this point. I was promised yet again that a check will be issued. It's now over 90 days.Desired Settlement: I desire to have a refund check

Business

Response:

October 22, 2014Dear [redacted]:This letter is in regards to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, serviced by our office. We trust the following information will be of assistance.AES currently services your privately-insured Alternative Undergraduate Program (ALP2) Loan on behalf of the owner, [redacted], N.A. ([redacted]). As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed Credit Agreement.We understand that you remitted a $900.00 payment to AES in error and the payment was received on July 7, 2014. We sincerely regret to learn of the difficulties you have encountered during the refund process. Since your loan reflected a total amount due of $153.77 for July 2014 through October 2014, AES was required to maintain $153.77 from the $900.00 payment to ensure that your loan did not reflect a past due status. You may be assured that the refund (check #[redacted]) in the amount of $746.23 ($900,00-$153.77) was mailed to you on October 20, 2014. Please accept our apologies for the delay that you experienced regarding the refund of your payment.At this time, the loan is satisfied through the installment due October 14, 2014. The next $38.49 payment will be due by November 14, 2014.If you have any additional questions or concerns, please contact our Customer Service Department at [redacted], Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly B.Assistant Vice President Graduate and Professional Services

Review: I have been trying to get an automatic payment applied to a certain school loan for over 2 months with emails and several phone calls. I never get the same answer, I have sent email stating I want an extra $75 payment to a specific loan. They tell me it can't be done and I have done it in the past. Interest is building up and I'm trying to pay these loans off ASAP. They act like they don't want my money. I spoke again today with someone and she said that the due date needed to be changed (2nd time I was told this) and it would take 7-10 days for that to happen and then I would need to send in a letter or email stating what I already have sent and told them. She also said that it probably wouldn't be done until October now. So that is 5 months of interest built up.Desired Settlement: Problem solved, maybe some interest refunded?

Business

Response:

September 8, 2014Dear [redacted]:This letter is in regards to the inquiry we received from the Revdex.com (Revdex.com) regarding the status of [redacted]’s educational loan account, serviced by our office. AES records list you as the cosigner on the account. We trust the following information will be of assistance.AES services four [redacted] Undergraduate Loans, on behalf of the respective owners, [redacted] ([redacted]) (Loans 1, 3, and 4) and [redacted], N.A. (Loan 6). AES administers the loans based upon the terms of the signed Credit Agreements. AES performs billing, credit reporting, and additional servicing-related activities.The chart below details the loans.Loan Number Disbursement Date Loan Program Original Principle Balance Current Principle Balance 1 10/08/04 UNGRAD $6000.00 $6,108.07*3 09/09/05 UNGRAD $5,000.00 $5,138..97*4 03/22/06 UNGRAD $3,744.00 $3,739.05* 6 09/18/07 UNGRAD $4,000.00 $3,575.72**The current principal balance is higher as the result of interest capitalization (interest added to the principal balance).AES’ records confirm that you and the borrower have elected to participate in the electronic repayment Service Direct Debit. We understand from your Revdex.com inquiry that you are requesting to have an additional $75.00 per month applied to Loan 6, and that you have made several attempts to have this adjustment completed.As you know, you were advised via email on June 20, 2014, that, because the referenced loans were all a part of the same Direct Debit schedule, additional funds could not be targeted to a specific loan, and that, in order to complete the adjustment you requested (so that the additional amounts would be applied on an on-going basis to a specific disbursement), you would have to select a new due date for Loan 6. Subsequently AES received your request to change the due date for Loan 6 on June 20, 2014. Due to an adjustment that had to be performed to the advanced-payment status of Loan 6, the due date change request was not completed until July 30, 2014. Following the completion of the due date change, the adjustment to the Direct Debit schedule was not completed in a timely manner.You may be assured that the adjustment has been completed and will be effective for the October 16, 2014 monthly installment for loan 6. Please note that AES is not authorized to refund any portion of the interest that accrues on Loan 6. Interest accrues according to the terms of the Credit Agreements. Because AES does not own the loans, it may not alter or negotiate the terms of the signed Credit Agreements.For your convenience, I have asked Research Specialist Joshua D[redacted] to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call Mr. D[redacted] directly at ###-###-####. For general assistance regarding your account, please call our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., Eastern Time.Sincerely,Shelly BAssistant Vice President Graduate and Professional Services

Review: I paid my student loan in full in July 2013. I am due a small refund. I have made multiple attempts through both email and by phone to get my money back, but AES will not return it.Desired Settlement: It is my money. I want it back.

Business

Response:

November 25, 2013

Kindly accept this letter as a formal response to your inquiry that 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 previously serviced an unsubsidized Federal Consolidation Loan (CNSLDN) disbursed on July 24, 1996 on behalf of the owner, [redacted] Bank, [redacted] Bank). As the former, contracted, third-party service provider, AES administered the loan in accordance with the terms of the signed promissory note and federal regulations. This loan reflects a zero balance as a result of a final payment received on July 29, 2013 in the amount of $580.00. A letter confirming this information was mailed to you on August 31, 2013.

After the payment was applied towards the accrued interest and principal balance, a credit in the amount of $4.68 remained on the account. You may be assured that adjustments were completed on November 13, 2013 to refund your credit balance of $4.68. AES records confirm that check number [redacted] in the amount of $4.68 was mailed to you on November 14, 2013. We regret any inconvenience that this matter may have caused you.

If you have any additional questions, you may call our Customer Service Department at ###-###-####. Our loan counselors are available Monday through Friday from 7:30 a.m. through 9:00 p.m. Eastern Time.

Sincerely,

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: On June 26,2013 an unauthorized debit came out of my checking account in the account of 168.28 from AES student loans. I google this company because I had no idea who they were. I found this company bought loans from [redacted] which I have student loans in deferrment. I called on July 3,2013 to get information on why this unauthorized amount of 168.28 was taken by AES out of my checking account. I was told on July 3 this company bought [redacted] education loans, information on those accounts were sent to them and processed, account was paid out (0 balance) but the checking account on file with [redacted] was debit 168.28. I was told that it would take 30 days for me to get the debit amount 168.28 return to my checking account and it was nothing they could do to get it back to me sooner.

On July 12, 2013 @0805, I spoke with [redacted] concerning the above issue. [redacted] told me it would take 30 to 45 days for me to get the debit amount of 168.28 credit back to my account. I explain to [redacted] that this unauthorized amount of 168.28 taken out of my checking account on June 26,2013 cause my account to go into overdraft fees and financial hardship. I also stated that my loan was on deferrment for over 5years with [redacted] student loan services and AES had no right to take money out of my account without my authorization. [redacted] re stated to me that nothing could be done about my situation and it would take 30 to 45 days for my checking account to be credit the amount taken out.Desired Settlement: I want my checking account to show a credit of amount taken out 168.28 before 30 to 45 days. This amount was not authorized to be taken out. AES should have reviewed, processed student loan information so situations like this would not happen. My loans were in deferrment from [redacted] over 5 years. I received the student loans from [redacted] in 2005-2006 which I recieved a BS in business in Dec. 2006. I had to put my loans in deferrment because I was in financial hardship. If you research, you will find this information out. I need my money back. I live pay check to pay check. I do not make a lot of money. This incident put me further behind. I want the money AES took out of my checking account put back now, which is 168.28.

Business

Response:

Please let us know if you need any additional information.

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: AES has been reporting past due and charge off on my credit report for several years now. I have challenged these account that verify belong to me. I have sent letters asking for proof and original paper work for these items. I have asked for a master note but they will not and have not sent these items I have requested for my own records to prove that I do not owe this. This is not mine and I want it deleted from my credit report. Federal law states they have to show proof and have original paper work. Once again I have asked WHERE this was signed and agreed upon still NOTHING. This has been detrimental to my credit and has severely hurt my chances in refinancing my home and trying to obtain auto loan ect. account number [redacted] loan seq [redacted]Desired Settlement: I want these items removed from my credit report

Business

Response:

See attached PDF file.

Review: My son was not eligible for a government [redacted] student loan for college because we his parents made too much money according to the government. His only option was to obtain a private student loan. Unfortunately, he applied to AES and readily received the loans.AES is very difficult to work with in trying to help my son with his loan payments. He has not been able to find employment in his degree field, but has been working several low paying jobs to live on and make at least some type of a payment to AES. Every time you call AES you get a different person on the phone. They always assure you that they have made an arrangement to rectify the late payment (not the full amount) issue on his loans. The arrangement is usually if you pay "xxx" amount for the next "xxx" months it will eliminate the delinquent fees. Then within days we are getting collection calls and letters about late payments with added fees. So you call again, and get someone new to talk with about the arrangement made during the last phone call to AES. This person never can find anything documented from the prior phone call of the promised arrangement with AES. When you ask who you are talking with, all they give is a first name, no confirmation number is given to reference this arrangement that was just made with AES. Payments made are not always credited to my sons loans.AES is very frustrating to work with to resolve a problem or to make arrangements to rectify an issue. There are thousands of complaints with the same concerns with AES on the internet.Desired Settlement: All I want is to receive good customer service, confirmation of arrangements made with AES, and for AES to abide by those arrangements in good faith.Is there some way to have a government agency investigate this organization?

Business

Response:

July 24, 2014Dear [redacted]:This letter is in response to your inquiry (ID# [redacted]) regarding the status of [redacted]'s educational loan account, serviced by our office. [redacted] is listed as a cosigner on the account. We trust that the following information will be of assistance.A comprehensive review of the account has been completed. A copy of our response letter is enclosed for your review. We trust that the letter addresses the concerns brought to our attention.We trust this information is sufficient for your needs. If you have any questions or concerns, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly *. B[redacted] Assistant Vice President Graduate and Professional Services

Review: For the second time American Education Services has incorrectly processed a payment sent by myself, [redacted], in check form. I have a carbon copy of the check sent in August of 2013 stating a payment of sixty four dollars and thirty three cents (64.33). Upon review of my bank statement dated August 20, 2013, it was found that AES had processed the check for six hundred forty two dollars and 33 cents (642.33). I called into customer service to resolve the issue. The customer service representative argued with me and acted as if I was incompetent. Upon mentioning that I would be reporting to the Revdex.com, I was transferred to another rep who appeared to be a manager. I was again talked down to, with the manager saying that the finance department needed to pull up the check for viewing which would take a couple days. They were to call me with information on the issue. I never received a call. The first time this happened, it was resolved, but again I felt like I was stupid to be talking to them. This is the only company that ever has a problem. I write up to 2 dozen checks a month with no complaints or errors at all (except AES).Desired Settlement: I want to be refunded the difference of 578 dollars at a minimum. I also hope to pay off this loan within 6 months (hopefully less) as to no longer provide American Education Services with my business.

Business

Response:

September 24, 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 the privately-insured Alternative Undergraduate Program (ALPLN) Loan on behalf of the owner, [redacted]). As the service provider, AES administers the loan in accordance with the terms of the Credit Agreement. AES is responsible for performing billing, credit

reporting, and other servicing activities.

We sincerely regret that your August 19, 2013 payment for $64.33 payment was incorrectly encoded for $642.33. In view of the circumstances, AES reversed the $642.33 payment and electronically refunded the difference of $578.00 to your financial institution on September 19, 2013. In addition, the correct payment amount of $64.33 has been re-credited to your account effective August 19, 2013. To confirm this information, a statement of account has been sent to you under separate cover. As a result of the payment adjustment, the account is current through the installment due in August 2013. A regular monthly installment of $64.33 remains due from September 19, 2013.

We apologize for any inconvenience that you may have experienced regarding this matter. It is the goal of AES to provide the highest quality of service to all our customers, and we look forward to continuing a sound business relationship with you in the future.

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: On or about June 7, 2013, my father [redacted] was speaking with a representative of [redacted] regarding his application for credit. During the review of his credit, [redacted] noted he had co-signed several student loans for me, his daughter [redacted], which all showed paid as agreed. He requested information about being removed from the accounts as referred by [redacted] to the creditor handling these loans, AES. My father, [redacted] called AES, and was told the conversation was being recorded for purposes of the Fair Debt Collection Practices Act. He identified himself and that he was a co-signer for his daughter [redacted]. He discussed the accounts on which he was a co-signer and how to be removed as a co-signer. During the conversation the AES representative volunteered additional information to my father [redacted] regarding a loan on which [redacted] is a co-signer for [redacted] and on which my father [redacted] is not a signer. I, [redacted] was not on the telephone line and had not provided any verbal or written authority for my father to have information about this account on which he was not a signer. The AES representative told my father, [redacted] the amount outstanding on the loan and the name of the co-signer. Prior to this time, my father was unaware of the loan, the amount of the loan or most specifically that I, [redacted] had cosigned a student loan for [redacted]. The revelation of this information has been highly detrimental and caused myself extreme hardship and inconvenience, and severe emotional distress. As you are aware, the Fair Debt Collection Practices Act and the Privacy Policy under which AES operates for the Pennsylvania Higher Education Assistance Agency (PHEAA) specifically prohibits the disclosure of information about a credit facility, and all details relating thereto without the express consent of the consumer who is an obligated party. At no time and in no manner did I, [redacted] or **. [redacted] provide AES with any consent to release this private and protected information to a third unrelated party my father, **. [redacted]. My father and I will be happy to provide you with affidavit regarding the events described in this letter if requested. Likewise, I am prepared to join with **. [redacted] in an action against PHEAA and AES for this improper and damaging release of private information. In addition to contacting you, I am prepared to report this action to the Federal Trade Commission and the United States Department of Education, as well as state and local authorities in Ohio, and her congresswoman. [redacted].Desired Settlement: I, [redacted] am willing to forgo further reporting of this severe breach of privacy and to release PHEAA and AES from all claims including those for my hardship, inconvenience and emotional distress, if I am removed immediately as a co-signer from the loan of [redacted], loan number [redacted]. I, [redacted] was not on the telephone line and had not provided any verbal or written authority for my father to have information about this account on which he was not a signer. AES representative volunteered additional information to my father.??

Business

Response:

Please let us know if you need any additional information regarding this inquiry.

Review: American Education Services has never sent me a bill on time. For example the bill I received from them for march was due the 4th but was post marked the 26th.

They also bill me multiple times for the same account several times a month. I have contacted them about this issue and they can only tell me I should sign up for direct debit which I am reluctant to co since they bill me multiple times I am sure they would take multiple payments from my account. I have also contacted them about the bills that they sent out late. They continued to tell me they were sent out twenty days before they were due even though the post mark showed differently.

American Education Service also harasses my parents and co-signers of the loan with multiple phone calls a day. They hardly ever call my phone, and the shouldn't be calling anyways because my account is paid and up to date. As of today my account is up to date and they have called my mother three times! The person she talked to on the phone said it was a fluke with the auto dial-er but it happens all the time every month. I know they shouldn't be calling me or anyone elts for that matter becouse my acount it paid up.Desired Settlement: I would like America Education Service to send out there bills on time and stop harassing me and my family.

Business

Response:

See attached PDF file.

Review: I have spoken with many agents time and again at this company. I have explained my tightly constrained financial situation and was often promised notations on my accounts that would prevent harassing phone calls. However, when I mentioned the notations that SHOULD have been made, no one acknowledged that any such thing had been made.

In addition, I have repeated the information of my financial situation countless times and this company is more often than not UNWILLING to work with those of low income

Lastly, their communication needs work...desperately! When enrolled into a new payment program, I was NOT informed that this program was good for one loan and one loan ONLY. Furthermore, they failed to communicate that the other loan was in danger of defaulting. I understand that it is my duty to keep track of my loans, but I believe that it is also their obligation to contact me in regards to these delinquencies. I received no statements, no phone calls and no emails...nothing.Desired Settlement: They need to further train their employees on how to fully communicate ALL the information on ALL loans and payment programs

Secondly, take note of any notations made on the account and be more flexible with low income students

Lastly, I am aware that this is a long shot, but I would like my defaulted loan put back in good repayment status. If I am not informed of a loan's status, how am I supposed to pay it?

Business

Response:

See attached PDF file.

Review: I recently filed a Revdex.com complaint against AES. The complaint number was [redacted]. The issue was that I provided all necessary documentation for the renewal of my Income Based Repayment Plan (IBR) and submitted it to AES on time, yet was liable for a higher than usual monthly payment. AES administrative “snafu” in processing led to an unaffordable monthly payment, which led to a loss in some time for deferment that I could’ve used if I experience future hardship, and the loss of my borrower incentive, which is the reason I’m filing this complaint. The response I received offered no solutions, was indifferent, and inadvertently blamed me.

I’m filing this complaint to request that my borrower incentive be reinstated and that the 2 months loss of the temporary hardship forbearance I had to take out, as a result of inefficiency and indifference on AES side, is replenished. On my end, I can only do so much – fill out the forms, supply the requested information, and mail it within the time frame – I don’t input nor process data. I fulfilled my end, AES didn’t fulfill theirs, why should I suffer?

My student loans were eligible for a borrower incentive with timely payments made, which would’ve helped me save money. As mentioned in my prior complaint, I sent several emails which took weeks for AES to respond to and they weren’t much help through the phone, as they were pushing either re-consolidation or deferment/ forbearance, which wasn’t necessary because AES created the problem, not me. I believe they were pushing re-consolidation to hook me under a higher interest rate. I also received conflicting information of what programs I was eligible for, tried to sign up, and found out I was ineligible. Nevertheless, all of this took time. After the dispute, I ended up filing for deferment because AES wouldn’t accept accountability. Soon afterwards, I received a document saying I wasn’t eligible to receive the borrower incentive because my loans were overdue, as a result of the bind I was put in due to AES inefficiency. I called AES asking if my borrower incentive be reinstated due to AES lapse in processing, I’m not sure what the representative inputted, but my request wasn’t approved. I’ve included a timeline proving that all the hardship and consequences I’ve experienced were a result of AES inefficiency, not mine, and therefore, I shouldn’t be held liable and should have the borrower incentive and my lost deferment time, reinstated.

Timeline:

I have all correspondence that I can send for your review. Due to the parameters of the Revdex.com, I can only cover so much but have no problems sending further documentation of correspondence.

11-16-13 – My IBR renewal request was submitted.

11-19-13 – AES confirmed receipt of my request but needed additional information.

12-17-13 – AES CONFIRMED RECEIPT OF THE REQUESTED DOCUMENTATION THAT I MAILED TO THEM, WITHIN THE PRESCRIBED TIMELINE, VIA EMAIL. This is the most important part of the timeline because Miss Bowman, who responded to my complaint, stated AES didn’t receive the completed IBR with documentation within 10 days of December 28th 2013 and stated that was the reason my amount due reverted to the Standard Payment Plan. However, December 17th is 11 days before December 28th, so AES received the information on time. There’s no excuse why further processing didn’t take place and this fact should be key in reinstating my borrower benefit as well as giving me back my 2 months lost to deferment, which could’ve been avoided had AES not lapsed in processing. This is further enforced later in the timeline when AES admitted the lapse.

02-05-14 – Message received from AES outlining the terms of Standard Repayment at just over $500 /month.

02-05-14 – I sent an email to AES outlining my budget and how it was going to be difficult to afford that amount and if I could change the payment date and/or other ways to re-negotiate the terms to make it more affordable.

02-06-14 & 02-07-14 – I called AES after receiving no response to my email. The representative was pushing mainly for re-consolidation and then spoke of other options, which I decided to try the lowest risk option (in the sense that it wouldn’t change the current terms).

02-14-14 – I received an email response from AES but only to tell me that I wasn’t eligible for the options I applied for over the phone, but also presented some conflicting information about my eligibility for the IBR.

02-14-14 – I sent a series of emails to AES questioning their decisions and process because it was at this point, where the unaffordable payments were slightly overdue and my attempts at quickly fixing the situation until a better plan was set, were falling flat.

02-18-14 - I filed a complaint against AES through the Revdex.com.

02-19-14 – I finally received an email response from AES to my initial email – 14 days after I sent my initial message. Robin, an AES representative explained the various options but also mentioned AES lapse in the process by stating: “YOUR ONLINE IBR RENEWAL APPLICATION WAS RECEIVED ON NOVEMBER 19, 2013 BUT WAS INCOMPLETE. BECAUSE THE REQUEST WAS RECEIVED ELECTRONICALLY, WE COULD NOT DETERMINE WHAT INFORMATION WAS MISSING. WE SHOULD HAVE ADVISED YOU AT THAT TIME TO RESUBMIT YOUR APPLICATION; WE SINCERELY APOLOGIZE THIS DID NOT OCCUR.” This is the 2nd important message because it shows that not only did AES fail to advise me correctly, but also displays confusion on AES end and conflicting information, which led to me being penalized. AES stated they couldn’t determine what information was missing, yet, they acknowledged receipt of my documents for processing. If there was confusion or mix-ups with AES, why no follow-ups with me rather than putting me on the Standard Payment Plan and hoping for the best? This confusion and inefficiency is further proof of how AES should be held accountable for the lapse in my processing, and that I shouldn’t be the one to suffer because I did what I was told – I can’t control what goes on with AES – if they mess up, they ought to be held accountable, not me.

02-21-14 – Notification of delinquency from AES.

02-25-14; 02-27-14; 02-29-14 - Email responses from AES received.

02-28-14 - I received a response from AES through the Revdex.com.

02-28-14 – Informed that I was approved for the IBR.

03-06-14 – Informed that I was no longer eligible for the borrower incentive.

03-11-14 – Informed that my request for a Temporary Hardship Forbearance was approved. I filed for deferment after the Revdex.com response because at that point, I had no choice.Desired Settlement: I can’t make it any clearer. The timeline I‘ve just summarized, including the supporting documentation that I can provide, is proof that this was a situation brought on due to AES confusion and inefficiency and as a result, I shouldn’t be held liable for any penalties. I held up my end and did everything I had to do well within the time frame. AES lapsed in the processing of my IBR as well as in communication and I shouldn’t be held liable. Therefore, I request that my borrower benefit program be reinstated and that my 2 months lost to the Temporary Hardship Forbearance that I had to use, but wouldn’t have had to use if AES didn’t lapse, be restored with no penalties.

Business

Response:

May 16, 2014Dear [redacted]:This letter is in response to your recent inquiry (ID# [redacted]) regarding the status of the educationalloan account of [redacted]. We trust that the following information will be of assistance.A comprehensive review of the account has been completed. A copy of our response letter to **. [redacted] is enclosed for your review. We trust that the letter addresses the concerns brought to our attention.If you have any additional questions, please call our office at ###-###-####. Loan counselors are available Monday through Friday from :30 a.. to :00 pm., ET.Sincerely,

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: Company is unwilling to explain why the billing is different. Reps are rude, unprofessional and uneducated. I would switch my student loan to another company. Reps sound like they're on drugs or asleep.Desired Settlement: Better service, settlement amount as I will move my account elsewhere.

Business

Response:

October 2, 2014Dear [redacted]:This letter is being sent to you regarding an inquiry AES received from the Revdex.com (Revdex.com), regarding the status of your educational loan account, serviced by our office. We trust the following information will be of assistance.AES currently services a privately-insured [redacted] ([redacted]) Loan disbursed March 13, 2003, on behalf of the owner, [redacted] ([redacted]). AES also services the subsidized (SUBCNS) and unsubsidized (UNCNS) portions of your Federal Consolidation Loan, disbursed January 28, 2005, for [redacted] Bank. As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed Credit Agreement, and, in the case of your Consolidation, the original promissory note and federal regulations. AES is required to perform billing, credit reporting, and other servicing-related activities.In your inquiry, you expressed concern regarding your billing statements and why it may reflect a different amount from month-to month. In order to understand our billing statements, it is important to understand how your payments are applied and about how sending in extra monies can create a “paid-ahead” status on your account.When payments are received, the unpaid accrued interest and any outstanding late fees (if applicable) must be satisfied before the principal balance can be reduced. Payments cannot be used to satisfy future interest that has not yet accrued on your account at the time your payment is received. However, once any outstanding interest is satisfied, any remaining amount higher than the remaining amount due on an account will satisfy future installment amount(s).If you pay an amount greater than your outstanding installment amount(s), the excess payment(s) will be used to advance your due date and place your account in a paid-ahead status; however, interest will continue to accrue per the terms of your loan(s). Depending on the amount received, the next installment bill will reflect that you have either partially or fully paid the amount due for that month. A paid-ahead status does not affect the manner in which payments are applied. Payments are still applied as described above.Example 1: Your monthly installment amount of $50.00 is billed but you submit a payment of $100.00. The payment will be applied as described above. This will result in a $0.00 "Total Amount Due" for the following month and a paid-ahead status on your loan(s). Please note that if you do not make a payment for the next month, you will still be current on your loan(s); however, your next payment will be used to satisfy any interest that accrued during the month you did not make a payment.Example 2: Your monthly installment amount of $50.00 is billed but you submit a payment of $75.00. The payment will be applied as described above. This may result in a reduced "Total Amount Due" amount of $25.00 due for the following month and a partially paid-ahead status on your loan(s). Even if your loan is in a paid ahead or partially paid-ahead status, it may be to your advantage to make your normal monthly installment amount each month. This will ensure that any interest that has accrued since the last payment is satisfied. This will also reduce your principal balance more quickly. You may opt-out of the paid ahead or partially paid-ahead status at any time by submitting a written request to the address provided on our letterhead.We also understand from your inquiry that you are dissatisfied with the service you have received from AES’s telephone representatives. AES regrets that this is the case, and trusts your future interactions with our agency will be met with the high degree of professionalism we expect from our representatives.You may be assured that all of our loan counselors are trained to provide accurate, informative, and courteous service to customers. Many customer Service calls are monitored to ensure that optimum service is provided. Loan counselors receive remediation in instances in which it has been determined that they did not handle a call appropriately or otherwise meet our standards for excellence. However, if you are ever dissatisfied with the quality of service you receive from an AES loan counselor, you may always ask for the employee’s identification number and to speak directly with a supervisor to address the situation.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

Review: I received a letter from this company never having heard from them before, requiring personal information to validate MY identity. I have no dealings with this company and have in my opinion no need to provide secure information through the mail. The specifically asked for my birth certificate and social security card to be mailed to them.Desired Settlement: That they change their practices. I have been a victim of identity theft and do not think it is wise to send those documents through the mail to a company I have never heard of or been in contact with this company.

Business

Response:

November 13, 2013

Dear **. [redacted]:

This letter is in response to an inquiry that [redacted] received from the Revdex.com (Revdex.com) regarding the status of your educational loan account guaranteed by the Pennsylvania Higher Education Assistance Agency (PHEAA). [redacted] is an unincorporated division of PHEAA. We trust that the following information will be of assistance to you.

According to our review, the current servicer of your federally-guaranteed loans is [redacted]). However, PHEAA guarantees some of your loans. As a result, your contact information including your date of birth must be consistent between [redacted] and PHEAA.

According to our review, the date of birth reflected on PHEAA’s records does not match the date of birth for you at [redacted]. Therefore, a letter was generated to you advising you of this discrepancy. For your convenience, a copy of this letter has been enclosed. In order to ensure that the records match the servicing records of [redacted], PHEAA requires that you provide documentation to confirm your date of birth to the address listed on the enclosed letter. Once this documentation is received, PHEAA will be able to update its records accordingly.

If you have any questions or concerns, please contact PHEAA’s Customer Service Department toll-free at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9.00 p.m., ET.

Sincerely,

Review: I am a borrower of a student loan and have been trying to work with AES to work out some kind of payment plan where my student loans can be paid in a timely and manageable manner. I have spoken to numerous representatives and the only thing that they were able to help me with is providing me forms for a forbearance on my private loans. This is not what I would like done, I would like to work with them to lower my payments to a reasonable amount so that I may pay them on time every month until the amount is completely paid. This company has not been helpful in any way in helping me find a resolution to the issue that I am having. I am working to do the best that I can every day and I come up short because these payments are not manageable. There is no physical way that I will be able to pay my loan off in ten years and I lwould like a resolution to this problem.Desired Settlement: The only out come I would like is some help in getting my monthly payments lowered to a reasonable amount and a pay period extension from ten years to thirty years.

Business

Response:

September 20, 2013

Dear **. [redacted]:

This letter is in regards to the inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, serviced by our office. We trust that the following information will be of assistance.

AES services two privately-insured Alternative Program Loans (ALP2) on behalf of the respective owners, National Collegiate Trust (NCT) and [redacted]; two Undergrad Alternative Loan (UALP) Program Loans on behalf of the owner, [redacted] Association; and seven unsubsidized and subsidized, federally-guaranteed Stafford Loans (UNSTFD/STFFRD) on behalf of the respective owners, [redacted] and [redacted]. As the service provider, AES administers the loans in accordance with the terms of the signed promissory notes, Credit Agreements, and federal regulations, as applicable. The chart below details the loans and their remaining repayment terms.

Your signed promissory notes/Credit Agreements stipulate that the borrower is responsible for maintaining a current account status by remitting on-time payments. When your loans are delinquent, AES is required to initiate servicing activities, including attempting calls, sending letters, and generating emails. These activities continue until the loans are restored to a current status.

With the exception of Loans 6 and 9, the loans indicated above reflect an In-School Deferment status through May 30, 2015. When the loans enter repayment status, AES will not be authorized to extend the repayment term beyond the number of months indicated above.

In an effort to extend the maximum repayment term allowed, you may wish to explore consolidating your federal student loan debt through the United States Department of Education (ED). You may contact the ED at ###-###-#### for additional information on this option. Please note that AES does not currently offer a consolidation product for private student loans. Because other financial institutions may offer this type of product, we encourage you to research the available options.

As much as possible AES wishes to assist you in minimizing any financial difficulties that you may experience with fulfilling your obligation of repaying the loans. However, AES is only authorized to provide alternative repayment options that are offered at the discretion of the respective loan owners. The available alternative repayment options for your Stafford Loans are detailed below.

• Select 2 (S2): The S2 repayment option provides 24 months of reduced payments. The 24-month period would consist of a monthly payment that is equal to the 31-day interest amount. At the expiration of the 24-month period, the loan would return to level (constant) payment amount.

• Select 5 (S5): The S5 repayment option provides 60 months of reduced payments. The initial 24-month period would consist of a monthly payment that is equal to the 31-day interest amount. The following 36-month period would have a payment amount calculated to satisfy the 31-day interest amount plus a portion of the principal balance. Following the expiration of the 60-month period, the loan would return to level (constant) payment amount.

• Graduated: A Graduated Repayment Schedule allows a customer to pay a small monthly amount (typically, interest-only) during the beginning of the repayment period. The installment amount then increases gradually over the life of the loan.

• Income-Sensitive (IS): The IS repayment option allows customers to reduce the monthly payment based upon their amount of federal loan debt and their current income. Please note that an Income-Sensitive application and proof of income must be submitted in order to apply for the IS repayment option.

• Income-Based Repayment (IBR): The IBR assists borrowers by keeping their loan payments affordable with payment caps based on their income, loan term, and family size. In order to qualify for IBR, a customer must demonstrate a Partial Financial Hardship (PFH) by submitting the appropriate income documentation. In general, IBR will also forgive remaining debt, if any, after 25 years of qualifying payments. Please note that an Income-Based Repayment application must be submitted along with proof of income in order to apply for IBR. (Note: Usually, this option is not recommended for borrowers with high balances or consolidations. This is due to the customer’s eligibility having to be reviewed each year. If a customer’s financial situation improves to the point where s/he does not qualify, any unpaid interest would be capitalized and added to the principal balance of the loan. The combination of the interest capitalization and the loan being recalculated based on a lower repayment term could result in a dramatically increased monthly installment amount. Additional information about this option is available at www.ibrinfo.org.)

Please note that the S2, S5, and Graduated Repayment options may be requested verbally by speaking with an AES loan counselor. In addition, loan counselors would be able to provide estimated payment amounts over the telephone for the S2, S5, and Graduated Repayment options. If you wish to apply for

one of these options, please contact our office at ###-###-####.

To assist you further, AES has also mailed the applications for the Income-Sensitive and Income-Based Repayment options to you under separate cover. If you choose to apply for either the Income-Sensitive or the Income-Based Repayment options, please be sure to include proof of income.

The privately-insured loans owned by [redacted] and [redacted] (Loan Numbers 1 and 3, respectively) are eligible for the following alternative repayment options.

• Modified Graduated Repayment Schedule: Your loans are eligible for the Modified Graduated Repayment Schedule (MGRS). The MGRS temporarily reduces your required monthly payments, but does not extend your loan term. Following a 24-month period of reduced payments under the MGRS, monthly payments must be recalculated to ensure the remainder of the principal balance and accrued interest are satisfied by the pay-off dates required by your Credit Agreements. Due to the reduced payments made during the first 24 months of the MGRS, additional interest accrues, and a smaller portion of the principal balance is repaid during this time. This means your monthly installment amounts following completion of the MGRS would likely be higher than your monthly installment prior to the MGRS.

• Temporary Hardship Forbearance: Loan 1 remains eligible for 7 months of Temporary Hardship Forbearance, and Loan 3 remain eligible for 10 months of Temporary Hardship Forbearance. During periods of forbearance, the monthly payment obligation is temporarily postponed. However, interest would continue to accrue on a daily basis and all unpaid accrued interest would be capitalized (added to the principal balance) at the end of the forbearance. You may choose to make the interest payments during forbearance, which would prevent the principal balance from increasing following the forbearance period. To apply for this option, please complete the appropriate sections of the enclosed application and return it to our office.

The owner for Loans 6 and 9 does not offer a reduced repayment option; however, your loans may be eligible for six months of Temporary Hardship Forbearance. This forbearance is applied in two-month increments. Following the conclusion of the forbearance, the loans are not eligible for an additional forbearance period for 12 months. It is important to note that the loans must be less than 60 days delinquent in order to be approved for forbearance status. The [redacted] forbearance application is enclosed.

Sincerely,

Review: American Education Services has been slow to post payment thereby increasing interest charged by them. Although interest amounts to $.01 extra per day, the volume of consumers they service would lead me to believe they are reaping large profits through this practice. They are currently three business days late posting my payment. This NEVER occurred with EdFinancial. Emails to bring this to the attention of AES have not been returned recently either. My payments are sent electronically every Thursday with a guarantee from my institution that these payments will arrive when promised. The fault lies with AES in this matter!Desired Settlement: I want an explanation as to the lateness/arbitrary posting of my payments from management - not clerks!

Business

Response:

August 20, 2013

Revdex.com

ATTN [redacted]

1337 N FRONT ST HARRISBURG PA 17102-2629

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. 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.

[redacted] Research Supervisor

Sincerely,

August 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 educational loan account. We trust the following information will be of assistance.

AES currently services both subsidy portions of your Federal Consolidation Loan (SUBCNS and UNCNS). As the contracted, third-party service provider, AES administers the loan in accordance with the signed promissory note and federal regulations.

You indicated that your bank's bill-payer service has been remitting payments every Thursday and that you are concerned about the length of time it is taking for these payments to be applied to your account. AES has reviewed your recent inquiry regarding the posting of payments to your account. We sincerely regret any miscommunication that may have occurred with our staff.

After reviewing this matter further, AES determined that an invalid payee ([redacted]) is being utilized when your bill-payer payments are made. Since [redacted] is an unrecognized name with the bill-payer service, it is causing your payments to be sent as physical checks, which appears to be causing the delay in receiving your payments at AES. In order to have your payments changed back to an electronic transfer, you would need to update the payee information to reflect as “American Education Services” with your bill-payer service. After this change has been made through the bill-payer service, delays in the receipt of your payments should be avoided in the future.

We received the last physical check of $50.00 on August 16, 2013. At this time, your account reflects an advanced-payment status through the installment due on May 5, 2015. If no other payments are received in the meantime, a partial installment of $128.53 will be due by June 5, 2015. However, interest continues to accrue on a daily basis, and you may continue to remit payments even if no monthly installment is due. Remittances are credited first to any applicable late fees, second to the outstanding accrued interest, and third to the remaining principal balance.

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 applications, you may visit our website at www.aesSuccess.org.

Sincerely,

Review: American Education Services has been unable to process and correct issues with the billing for my student loans since July 2013 when my student loan service transferred from [redacted]. Specifically, my request for direct debit has failed to be processed correctly on four seperate occasions. Each occasion resulted in different complication ranging from not being processed at all to only specific loans being credited.

The latest issue began in November 2013 when a representative walked me through the online process for submitting direct debit forms. At that time I also made a payment to keep my account at a zero balance until the direct debit took effect. In December of 2013 they failed to process the direct debit and in January 2014 the did not apply the direct debit to one of four loans. The error has been addressed for the last four months (January -April 2014) with no resolve. While they continue to delay in resolving the debiting issue on their side they also continue to apply late fees my account.

In seven years with Edfinacial I never had a single billing issue or had a single late payment. In the last ten months with American Education Services I have not had a single month without an issue concerning my billing.

It has become incredibly frustrating deaing with this organization as their conflict/claims resolution is virtually nonexistent. Rest assured that if you do file a complaint or address an issue with billing the last thing that happens is that they will threaten you with bad credit by contacting andebit collector.Desired Settlement: My desired outcome is that American Education Sercices no longer be use to service federal student loans. In my experience, American Education Services has been a disorganized and inefficient company that lacks customer appreciation and timely conflict resolution.

Business

Response:

April 16, 2014Dear [redacted]. [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. We trust that the following information will be of assistance.AES services your subsidized [redacted] Loan and your two unsubsidized [redacted] Loans on behalf of the owner, [redacted] ([redacted]). In addition, AES services your unsubsidized [redacted] Loan on behalf of the owner, [redacted] with [redacted]. Your loans transferred from [redacted] to AES for servicing effective June , 2013. As the contracted third-party service provider, AES services the loans in accordance with the signed promissory notes and federal regulations.The loans were set up on Electronic Funds Transfer (EFT) with the prior servicer. The transfer letter advised you that the EFT would continue with AES for only 120 days from the date of the letter. If you wished to continue the EFT you were required to complete an AES Direct Debit application within the prescribed time frame to retain the service,Our records confirm that since an AES Direct Debit application was not received by October 31, 2013, the repayment service was cancelled on the account. Accordingly, a manual billing statement was created on November 14, 2013 for the installment due on December , 2013. You may be assured that we received your new Direct Debit application on November 15, 2013, and the repayment service was approved beginning with the installment due January , 2014. Since a manual payment was not received in December 2013, your loans disbursed on October 18, 2002, December 10, 2002, and November 13, 2003 still reflect a rolling delinquency of 21.69. Please note that the Direct Debit service is not designed to debit past due amounts. Therefore, we urge you to remit the 21.69 to AES as soon as possible for those loans.After the January , 2014 payment was received, your unsubsidized [redacted] Loan disbursed on March 15, 2005 reflected a final payment of 59.86, plus accrued interest, was due for that loan. A letter detailing this information was mailed to you on January 16, 2014, a copy of which is enclosed. Since this loan had the final payment due, the Direct Debit service was unable to deduct the 59.86 amount from your bank account on February , 2014. We regret any confusion this matter may have caused.Since the final payment for the loan disbursed March 15, 2005 was due by February , 2014, and this amount was not received, this loan continues to reflect a past due status. We have calculated a payoff amount of 63,61, which includes an outstanding interest amount of 0.41, and outstanding late fees of 3.34, if the 63.61 payoff amount is received on or before April 24, 2014. The payoff amount may be remitted to AES, Attn: Paid in Full, PO Box 2251, Harrisburg, PA 17105-2251 or you may remit the amount through our AES Payment Center on our website at www.aessuccess.org, in addition, your request to have the late fees waived on your loan was submitted to the owner for review. However, since the account still reflects a past due status, AES was unable to process your request. Once the delinquency is resolved on your account, AES would be able to review your late fee waiver request.If you have any questions or concerns about the content of this letter, please contact our Customer Service Department at [redacted]. Loan counselors are available Monday through Friday from 7:30 a.. to 9:00 pm., ET.Sincerely,

Review: A student loan payment for $400 was made on 7/10/13. American education services (AES) only credited my account for $185. I have provided 2 separate proof of payment documents through my bank. AES has been extremely unhelpful. I have made repeated phone calls, conference calls with my bank and no payment credit has been made.Desired Settlement: I would like my account credited the $215.00 that I paid back in July as well as the accrued compounded interest. I would also like an apology for the extreme hassle they have created to try and resolve this simple issue.

Business

Response:

December 6, 2013

Dear **. [redacted]:

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

AES currently services both subsidy portions of your Federal Consolidation Loan disbursed on July 19, 2006 on behalf of the owner, [redacted]. This loan was previously administered by [redacted]. Effective June 7, 2013, the Consolidation Loan transferred from [redacted] to AES for servicing. 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 has record of several calls and letters from you from August 2013 through November 2013 regarding a $400.00 electronic bill-payer payment that had been issued to [redacted] on July 10, 2013. However, at that time, AES had only received and credited a payment of $185.00 to your Consolidation Loan on July 11, 2013. When you contacted AES on August 1, 2013 regarding the $400.00 payment, you were advised to send in proof of the payment so that the matter could be researched further. Although you did not provide a copy of your bank statement, a request was still submitted for a payment review. As a result, AES was unable to locate the difference in the amounts between the two payments.

On September 5, 2013, AES received correspondence from Electronic Bill Payment Services. After several attempts to contact the previous servicer, AES finally received confirmation on October 17, 2013 from [redacted], the owner, of a $185.00 payment. No additional information could be located regarding a $400.00 payment at that time.

On October 21, 2013, AES called you to request your bank documentation regarding the $400.00 payment. In response, AES again received information about a $400.00 payment from Electronic Bill Payment Services on October 30, 2013. Although AES conducted another review, a $400,00 payment could not be located. AES could only confirm that $185.00 had been received from [redacted], as indicated on the enclosed roster.

After receiving your Revdex.com inquiry, AES continued its efforts to contact [redacted] and [redacted] about this matter on your behalf. On December 6, 2013, AES finally received confirmation from [redacted] that the $400.00 payment had, in fact, been received at its office. [redacted] has provided an updated roster to confirm the full amount of the payment. You may be assured that AES is in the process of crediting the full $400.00 to your account based upon the updated documentation received from [redacted]. We expect these payment adjustments to be completed early next week. AES will continue to monitor the account until this matter has been completely resolved.

At this time, the account reflects in an advanced-payment status. Please note that interest continues to accrue daily on the loan during the advanced-payment status. Therefore, it is to your advantage to continue making payments during this status. Remittances are credited first towards satisfying any applicable late fees and the outstanding accrued interest. The remainder, if any, is credited towards the remaining principal balance.

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: This timeline shows I have been diligent in responding to any info requested - You have not been acceptable of doctor reports that state I am disabled and unable to work as a registered nurse of other occupation to provide gainful employment to sustain me with ability to repay this loan.

Not only do I have the knee problems the doctors have recommended surgical lumbar fusion. Pain continues to increase with sciatic problems. I have had no insurance due to my Cobra terming and not eligible for Medicare till this month. I have had to pay cash for epidural injections and for pain medication. Due to so many economic issues I cannot consider the surgery. You have damaged my credit with your reports of non payments despite my doctors efforts with proper documentation to document the discharge. ! feel I have been unjustly reported and feel the info should be removed immediately with no damage to my creditDesired Settlement: RE Student loans

I have had several discussions with your personnel regarding these loans. It is the doctor's fault and they are sending a current report as this letter being written that I was taken out of forbearance and placed delinquent.

I was told per my last conversation that this would not be reported. Per my credit report It has been reported. Please correct ASAP.

I do not want my credit damaged any more.

Business

Response:

September 4,2013

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 that the following information will be of assistance.

AES currently services both subsidy portions of your Federal Consolidation Loan disbursed July 13, 2006 on behalf of the owner, [redacted] 2012-8. As the contracted, third-party service provider, AES administers the loan in accordance with the promissory note and federal regulations. By signing the promissory note, you agreed to maintain a current status on the loan.

AES is responsible for performing billing, credit reporting, and other servicing activities, which may include attempting calls, generating emails, and sending letters to notify you of any delinquency on the account. AES understands that you are disputing the denials of your Total and Permanent Disability (TPD) Discharge Applications and the associated unfavorable credit reporting on the loan.

AES received a total of five TPD Applications from you from August 2010 through June 2013. The chart below outlines the details when the applications were received and why they were denied.

Effective July 1, 2013, the application process for the Total and Permanent Disability Discharge process changed. Please note that AES no longer sends, receives, or reviews the TPD applications. The Department of Education (through its chosen TPD servicer, [redacted]) now reviews and determines the eligibility of all Title IV loan TPD applications. Additional information about the process can be obtained by visiting www.disabilitydischarge.com or by calling [redacted] at ###-###-####.

AES is generally required to submit unfavorable information to the nationwide consumer reporting agencies when an account exceeds a designated level of delinquency. As a result of insufficient/late payments, the loan was reported accurately as being at least 60 days past due in April 2013.

AES records confirm that you contacted AES on May 9, 2013 and verbally requested a Temporary Hardship Forbearance after the unfavorable information had already been reported. Please note that the retroactive application of deferment or forbearance status to a loan does not automatically remove or negate any unfavorable information that may have been submitted prior to the receipt of the request.

Based upon our review, AES maintains that the unfavorable information was reported accurately in accordance with the Fair Credit Reporting Act (FCRA). If customers are unable to remit payments, they are still required to maintain their accounts in a current status by applying for an available deferment or forbearance in a timely manner. Since no servicing errors occurred, AES is not authorized to issue any credit retractions for this period.

Section 605 of the FCRA stipulates that a creditor may report on a consumer’s account no more than seven years from the date the account is charged to profit or loss, whereby the creditor then ceases reporting and the tradeline is removed from the consumer’s report.

At this time, the loan is past due from July 16, 2013 for $407.41. You are encouraged to remit a payment as soon as possible to restore the loan to a current status. If you are experiencing financial difficulties, you should call AES or visit the website at www.aesSuccess.org to obtain information on available repayment alternatives. Based upon our review, you have already maximized the allotted time available for the Temporary Hardship Forbearance. However, if eligible, you have 1,095 days (3 years) remaining for both the Economic Hardship Deferment and the Unemployment Deferment. To further assist you, both applications are enclosed.

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,