Pennsylvania Higher Education Assistance Agency

Review: I have a problem with how AES handles its customers. They are harassing my family even though my address has not changed in 7 years. My mother is cosigned on loan #4 but that loan is current and they have advised me of such. However, my mother was receiving calls about it even though I have a copy of the checks they have cashed at home. My mom's phone # is [redacted] and they called on the following days: 4/10/13 at 7:50pm, 2:12pm, 12:33pm, and 9:14pm; 4/8/13 at 3:54pm, 12:43pm, and 10:01am, and on 4/11/13 also. My mother was receiving multiple calls in one day even though her loan was current. The other loan were in default but I have advised them on several occassion that I did not have that phone # and I asked them not there for me. I have also asked not receive their auto debit forms but keep sending them even though I have sent a written request to them. Their supervisors bascially told me to suck up because it was their job to send me the forms.

I have also incorrect billing information. On 5/13/13 at apprx 4:20pm I spoke with a rep named [redacted] which gave me an incorrect amount to pay. He advised that I owed $468.00 but I had to advise him that I had 2 loans in hardship and loan #4 was current; he put me on hold and then came back with a different amount of $397.00. I decided to pay through the automated phone system but the phone system states I owed $416.04, I ended up paying $417.00 on 5/13/13. This is a problem with me because I should have received the same amount but I did not. This company does not know what they are doing. I even called to see if I had any deferrment time left and one rep advised me I did not. When I called the next day, the rep adv I had some time available on loan #8 but I had to apply for it. You can not give incorrect information and then penalize someone for it. The rep name [redacted] does not give me the disclosure whenever I call. I have been discussing this with an attorney and he told me that AES can't put negative credit marks on my credit if they are giving incorrect info. I talked [redacted] on 5/17/13 and she states my mom should not be called unless her loan is late, which it is not. If this behavior continues, I will pursue legal action against them.Desired Settlement: I do not want this company to contact me or my family anymore. I also want any late fees and negative credit reporting to be removed. I went thru this with them in September and October 2009 when the company misapplied my funds which caused me to go over 30 days. The company blamed my bank because they state the funds were not sent to them. Per my bank the funds were deducted from my account, I had to call AES 3 times before I found out the funds were misapplied. They did reapply them but I ended it getting a negative mark. It took about a week to get that removed because I had to call several times to get someone to fix it. AES never takes responsibility for anything.

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: This does not address why I was given incorrect payment information on 5/13/13, rep name [redacted] gave me an amount of $468.00 and $397.00, but the telephone system gives another amount of $416.04. This seems to be a pattern from this company. I asked a rep what options I had on this loan on several occassions and was told no on that, therefore what AES is saying is not true. Loan #8 was not 30 days I had a deferrment on that loan which was processed by this company on 10/17/13 but the loan was issued on 5/28/13, therefore that negative credit reporting needs to be removed. IIf this company can't give accurate information then they shouldn't put anything on my credit. I have the paperwork for Loan #8 which was faxed to you on 5/10/13. I will be pursuing legal action because it is their fault because they gave incorrect inofrmation. There is no reason to call my mother 3 and 4 times a day, I believe that is harassment. I never said not to call my mother, but her loan was current therefore no reason to cotnact her. AES is twisting my words again.

Regards,

Business

Response:

Please let us know if you need any additional information.

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: March 28th 2013's payment for loan posted to your system on 4/1/13 and the money was deducted from my checking account on 4/3/13, check #637 therefore when this company first called about this on 4/8/13, the loan was not late. I have the cancelled copies of the check for this payment. Several reps there also have verified this information. Therefore, this company just lied again about what they are doing. THey called my mother's phone on 4/10/13 at 7:50pm, 2:12pm, 12:33 pm, and finally at 9:33pm, also called on 4/8/13 at 3:54pm, 12:43pm, and 10:01am, and 4/11/13 on 12:01pm. My mother's March payment cleared the account before they started calling. I have already verified with my bank that her payment cleared for that month. If the company misapplied the payment, then they will need to fix it. American Education Services just lied again. The payment for February was made as well, therfore this company needs to stop lying because I keep a call log of every call I make to this company. I am in the process of discussing my legal options with an attoreny because this company is knowlingly misled consumers. I also spoke with a supervior on 4/11/13 at approximately 9am and she also acknowledged that my mother's payment was received before the calls started. Like I said before I have the cancelled copy of that payment clearing 4/3/13 ( before the calls started). That same supervior also called me back at 12:00pm on 4/11/13 and advised they were calling my mother in error. American Education Services also is trying to force me into getting into their auto debit program, I advised them several times I was not interested. A supervior told me it was therir job to force into the auto debit. I even sent a faxed letter to on 6/4/13 which they received that advised to stop sending the forms. I had about 30 forms and I told another supervisor about name James, and he advised the reps should be getting my permission to send a form out. American Education Services can't be trusted and I no longer want them to service my loan.

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 looked at my mother's caller id myself and found calls from [redacted] which is AES on the following dates: 4/8/13 3 times, 4/10 4 times, 4/11/131 time. I aksed a supervisor about those calls and she did not know why my mother was being called so many times when her loan was paid. I have advised on several that my mother's phone number was not mine. She also received calls on 4/26/13 and 4/28/13. I have documented the calls times and a supervisor called me 4/11/13 at apprx 12 noon and advised since my mother did not answer, they would continue to call. The information AES is giving to the Revdex.com and Office of the Attoreny General is different than what I was given by the reps and the supervisors. I have a phone log from the month of April that shows several calls, therefore AES is lying again and will continue to doso. I was advised by a collections attoreny to log all of the times they called. AES is a company of liars and I wish not to do business with them. I can also call the phone company to get a records of those calls from the [redacted] to [redacted] back to 6 months. They are not addressing the fact she was called several times a day which I think is overkill. This company advised as long as my mother's loan were current they would not call her. The reason I removed my numbver was because they were calling me several times a day. The supervisors advised me they can call as many times they want which is not true. A collections department has to follow precedures, callimg my mother several times is unacceptable> Her loan is paid up until August therefore no need to call her. I will also file a complaint with the FTC because again no one has addressed why the company reps also call themselves collectors but the company states they are "loan servicers". I have no confidence in this company. I was even threatened with a wage garnishment which an attorney told me it is illegal for any company to do that unless they are going to file legal action against me. I have faxed on 2 occassions to stop sending auto debit forms because I am NOT INTERESTED in that progarm. I was told by 2 supervisors [redacted] and [redacted] that the reps should be asking if I was interested in the program before they send out a form, but they are doing that. I sent a fax in September 2012 and 6/4/13 to stop me those forms but a supervisor advised me thay have to send them. I have checked with an attorney and he advised they may have to tell about the program as a part of their job, but NO COMPANY can force anyone into a non mandatory program. Also per attorney if I sent a written request to sending te forms, that request needs to be honored. I will never agree with this company on anything. There is no reason to call anyone 3-4 times a day even if the loan is past due. Every company has rules they need to follow but AES is refusing to do anything but whatever they want. They are criminals. Also a rep on 5/13/13 gave me incorrect payments, he gave me $468.00. $397.00 but the automated phone system gave an amount of $416.04. No one addressed why I was giving incorrect information. This also happened on 6/12/13 when I made a automated phone payment of $480.00 when it gave me an amount of $456.04, I have asked the supervisors about the incorrect amounts but no one seems to know which is very troubling. AES never addressed those questions because even their supervisors blamed me when I asked a question about. The response I was given was to look online or read my bill more carefully, they were suppose to answer my questions. This company was not competent and needs to be shut down. I will not give out a phone number until they can give me correct information which I do not get.

Regards,

Review: I attempted to close 5 out of the 7 loans I have with this bank in August 2014 however they claimed the checks were either made out in excess or deficient and stated they would send the checks back. After 10 phone calls with 3 different supervisors in the span of 3 weeks there was no sign of the checks being sent back or even being cashed. They could not provide any tracking or any information in writing. Eventually my 2nd bank agreed to send AES new checks as I have been accruing interst by both banks in the mean time due to the business practice of AES. Once the new checks were sent out they were all cashed by AES, but 1 of the 5 checks was is excess of $800 because it was paid towards a loan already in repayment. AES at that point agreed to send me a check of that amount, however since the end of September I have not heard or seen a check. It has been well over 7-10 days. I spoke with them on nov 24 and they stated it takes 7-10 days; when I said this dates back to end of September they repeated it takes 7-10 days and offered no reason or solution.Desired Settlement: 1) check back for difference of excess

2) revocation of interest accrued August to September because they were unable to refund or cash the original checks

Business

Response:

December 11, 2014Dear [redacted]:Dear [redacted]:This letter is being sent to you regarding the 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 seven of your privately-insured [redacted] Loan Program ([redacted]) Loans, on behalf of the owner, [redacted] University of [redacted] ([redacted]). As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed Credit Agreements. AES is required to perform billing, credit reporting, and other servicing-related activities.The loans are detailed in the chart below.It is our understanding from your inquiry that you request our office to revoke outstanding accrued interest from August 2014 through September 2014, Our files confirm that on August 25, 2014, we received five checks totaling $90,179.22 to AES’ “paid in full” address.Please note that our policy for checks received to this address is, if the amount of the payment is not sufficient to pay-off the intended loan(s), the payments are returned to the original sender due to the restrictive endorsement of the pay-off address. After review of the checks received, it was found that the amounts were not sufficient to pay-off the intended loans. As a result, the aforementioned checks were returned on September 3, 2014,On September 23, 2014, our office again received five checks, totaling $90,179.22, to our regular payment processing address, and these payments were processed and applied to the account as specified, effective the date of receipt on September 23, 2014. Please be advised that in each instance the payments received were accurately processed in accordance with policy and procedure. Therefore, we must respectfully decline your request of reimbursement. We regret any misunderstanding or confusion experienced as a result of this matter.In addition, your inquiry lists an $800.00 discrepancy. Our files indicate that the check for $20,763,00 was credited to loan 1, listed in the chart above. As a result, loan 1 was paid in full with a credit balance of $868.43. You may be assured that refund check number [redacted] for $868.42 was mailed on November 5, 2014.At this time, loans 2-6, listed in the chart on the first page of this letter, reflect an out of school date of September 10, 2014, with the corresponding six-month grace period ending on March 10, 2015. Therefore, there are no payments currently due for these loans. However, loan 7, due to the interest only repayment option, reflects past due for interest totaling $224.43 from October 31, 2014 and November 30, 2014, We encourage you to remit payment as soon as possible.If you have any additional questions or concerns, please contact our Customer ServiceDepartment at 800-233-0557. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly B.Vice President Graduate and Professional Services

Review: We had a student loan with [redacted] that was transfered to [redacted]. We made our February payment on February 15th, 2013 via [redacted]. The [redacted] proceeded to send us correspondence that our loan was now delinquent. We did not even know our loan had been sold. The payment was taken out of our bank account for $136.00 via [redacted] is saying that we never made a February payment even though they did not even own our loan at the time the payment was due. I have tried numerous times to contact them to get the issue corrected and they will not respond. I do not think I should have to pay for something I already paid for. They have not been cooperative in getting in corrected and are expecting us to make a double payment to cover what they are saying is delinquent. I do not have the money to do this, nor should I have to pay for their mistakes.Desired Settlement: To have my bill corrected and not have any further complications.

Business

Response:

See attached PDF file.

Review: I enrolled in a paperless process through American Education Services to reduce their costs with paper distribution of bills. In March 2014, I underwent extensive surgery and I sent them a request to enroll in automatic payment and a payment that covered March-July 2014 by mail. I noticed that the payment had not cleared, so I went to their online payment services and their website was down. In my recovery process I was in and out of pain and figured they eventually received my payment since I did not receive a call at any of my contact numbers from the company stating they did not receive my payment or that they were about to report me to the Credit Bureaus that my June 2014 was 60 days past due. I didn't receive a paperless email stating a payment had not been received, so I assumed they received it. I have always paid this company on time and never missed a payment, and when I finally recovered from my surgery I logged into the website and noticed the high amount due and I called and was told they never received the payment nor the automatic enrollment form. I sent them a letter (postage paid) asking for a one time good faith removal of the June negative credit reporting and this company has refused, I then followed up with another letter and the company refused. I then requested a dispute with the Credit Companies and they refused to correct the June 2014 Payment. They fraudently did not follow proper notification process before reporting me to a credit bureau agency and know that I am a great customer who pays always on time and they still do not want to correct their error. This is a bullying tactic and I have in good faith tried to work with this company to have them fix their error. I have never paid them late and if they had follow proper practices, they would have received their payment timely (call me or email me stating the payment was received; this was not done). They now want to me to provide them proof, but do they have proof that they called me or sent me notification that showed a read receipt from me? NO, because they never followed proper notification standards. I have since stopped the paperless process because this process is very flawed with this company.Desired Settlement: I am asking for American Education Services to remove the negative June 2014 (60 days late to Payment Made Timely) reporting from all Credit Bureaus and process my automatic payment enrollment that I have never received back in the mail.

Business

Response:

August 27, 2014Dear [redacted]:This letter is in response to your recent inquiry, Complaint ID # [redacted], regarding the status of [redacted]’s ([redacted]) educational loan account that is serviced by our office. We trust that the following information will be of assistance.A comprehensive review of the account has been completed by our office. A copy of our letter of response is enclosed for your review. We trust that the letter satisfactorily addresses the concerns brought to our attention.If you have additional questions or need further assistance, you may call our office Mondaythrough Friday at ###-###-#### from 7:30 a.m. to 9:00 p.m., Eastern Time.Sincerely,Shelly BAssistant Vice President Customer Service

Review: Below is the last correspondence I sent to AES on 3-13-2014

AES [redacted] Ac# [redacted]

Re: Credit Bureau Reporting

Attn: AES Customer Service

I am corresponding to you pertaining to the account referenced above, which has me reported as 150 days late as of on January 2014.

In late July 2013, I was preparing to take off on a 6 month overseas trip. Before leaving I setup auto payments from my [redacted] checking account to be sent to AES.

On my return home in February 2014, I discovered that my AES account was past due over 150 days. Upon contacting AES, I discovered that payments had not been received from the [redacted] auto payments I had setup, despite the fact that my checking account balances was over $17,000. At that point, I promptly made the outstanding payment. I would later discover that [redacted] failed to render the schedule payment due to an internal error.

As per my conversation with your customer service I am attaching correspondence from [redacted] that proves their mistake. I would appreciate the late payments be removed from my credit report, as the late payment resulted from the [redacted]’s mistake.Desired Settlement: Despite providing AES with all the documentation they requeired. They simply rejected my request. Due to this I feel deeply aggrieved as I went through a great deal of trouble to provide AES the documentation they requested. I have proved that the late payment was incurred due to my bank error. Once again I am requesting that the late payments be removed from my credit report.

Business

Response:

May 16, 2014Dear **. [redacted]:This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account. We trust that the following information will be of assistance.AES services both subsidy portions of your Federal Consolidation Loan disbursed January 5, 2006 on behalf of the owner, [redacted]. As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed promissory note and federal regulations.As the service provider, AES is required to perform billing, credit reporting, and additional serving-related activities. As part of its servicing activities, AES is obligated to attempt calls, generate emails, and send letters to notify you of the loan’s delinquent statuses. These activities also provide an opportunity for repayment alternatives to be offered, as applicable.Furthermore, AES is required to submit unfavorable information to the nationwide consumer reporting agencies when the account reached a designated level of delinquency. By signing the promissory note, you agreed to be responsible for maintaining a current account status by remitting payments in a timely manner. If you were unable to remit payments, then you were required to maintain the account in a current status by applying for an available repayment alternative for which you were eligible in a timely manner. As a result of insufficient/late payments, the Consolidation Loan was accurately reported as detailed below:• 60 days for May 2013 and October 2013• 90 days for November 2013• 120 days for December 2013• 150 days for January 2014In addition, we understand from your inquiry that you are disputing the accurately reported unfavorable credit information submitted to the nationwide consumer reporting agencies. According to your inquiry, you set up automatic payment arrangements through your [redacted] Bank bill-payer service to have monthly payments sent to AES from your checking account. Although you may have attempted to make payment arrangements with your bill-payer service, AES did not receive any payments. As a result of the delinquent status, the Consolidation Loan was reported unfavorably to the nationwide consumer reporting agencies, as indicated above. However, the account has reflected in a current status since February 2014.Pursuant to the Fair Credit Reporting Act (FCRA), 15 U.S.C. § 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate information. Since the unfavorable information was submitted accurately to the nationwide consumer reporting agencies, AES cannot lawfully remove the reporting without authorization from the owner. If [redacted] authorizes a credit retraction, you will be notified under separate cover.Presently, the Consolidation Loan reflects in advanced-payment status with the installments satisfied through May 26, 2016. If no other payments are received in the meantime, the next partial installment of $2.30 will be due on June 26, 2014.We regret that we are unable to resolve this matter to your complete satisfaction at this time. If you have any questions, 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,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Regards,

Review: My husband and I both had our own student loans. Back in December of 2004, we did a spousal student loan consolidation, which included my student loans and his student loans. AES has placed my husband as a co-signer on the consolidation loan. This is false. He is a co-borrower, just as I am. The system of AES, since it states my husband is a co-signer, suggests that he has no actual loans. This is false. He should have the same loan accounts as I do. My husband's job gives him the ability to apply for student loan reimbursements IF the loan is stated to be his, even a consolidation. Due to AES's system reporting that my husband is only a co-signer, which is false, he has been denied twice for student loan reimbursement. Due to AES's lack of responsibility to note the true relationship my husband has to the consolidation loan, AES has cost my family reimbursements. Even though his credit report shows he is responsible for the debt, my husband's employer requires that the paperwork show his is an actual borrower, not a co-signer. I have emails and tried to contact AES several times due to this issue for both reimbursement applications. I get the same response - "his credit report shows he is responsible for the loan." When AES configured a letter (actually addressed to my husband where all other documents do not show his name) the letter still states he is a "co-signer" which is false. The definition of co-signer states my husband had no interest in the original loan, which is false. Since AES states my husband is only a co-signer, it looks as if the original loan was mine, and he co-signed in case I defaulted. This is FALSE!Desired Settlement: AES needs to change my account to show my husband is an EQUAL borrower of the loan, not a co-signer, which is false. When you log onto his account, it needs to show that he DOES have loans, not just as a co-signer which is false. AES also needs to reduce the amount of our student loan by what my husband was denied due to AES's inability to properly state my husband's relationship to these loans.

Business

Response:

January 24, 2014

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 one Federal Spousal Consolidation Loan (UNSPC/SUBSPC) on behalf of the owner, [redacted]. AES is not the owner of the loan and does not have the authority to alter or negotiate the terms of the Promissory Note. As the service provider, AES administers the loan in accordance with the terms of the signed Promissory Note and federal regulations. A copy of the promissory note is enclosed.

The chart below details the loan by its subsidy type.

DISBURSEMENT DATE SUBSIDY TYPE ORIGINAL PRINCIPAL BALANCE CURRENT PRINCIPAL BALANCE

February 16, 2005 Unsubsidized $21,762.98 $16,478.46

Subsidized $32,706.78 $24,922.24

We understand from your inquiry that you have concerns regarding how your spouse, [redacted], is listed on the loan indicated above. Spousal Consolidation Loans were loans that were made prior to July 1, 2006 to married couples to consolidate their eligible federal student loans jointly. Both the husband and wife are equally responsible for the repayment of the debt. One of the parties is listed as the borrower (see section A of the enclosed promissory note), and the other is listed as the spouse/co-maker (see section B of the enclosed promissory note). AES can only list one individual as the borrower on a student loan.

**. [redacted]’s status as the co-maker of the loan cannot be changed. You indicated in your Revdex.com inquiry that **. [redacted] has been denied certain student loan repayment benefits by his employer due to his status on the loan. Please note that, you may request that **. [redacted]’s employer accept this letter as confirmation that he is held equally liable for the repayment of the referenced debt. **. [redacted]’s employer may also consider placing an inquiry to the United States Department of Education (ED) regarding the responsibilities of the borrower and co-maker on a Spousal Consolidation Loan. The ED may be contacted via telephone at ###-###-####.

It is also important to note that AES is unable to comply with your request to reduce the balance of the loan because **. [redacted] was previously denied student loan repayment benefits by his employer. You and **. [redacted] remain responsible for the repayment of the loan until it is paid in full.

You had also indicated concerns regarding the information displayed on **. [redacted]’s online account at www.aesSuccess.org. You specifically pointed out that **. [redacted]’s online account indicates that he does not have loans with AES. That information refers to the fact that **. [redacted] is not listed as the primary borrower on any student loan serviced by AES. Please note that **. [redacted] does have access to the loan through his online account to view loan details and remit payments.

The online account is not intended to serve as verification of an individual’s student loan debt. This verification is provided via the enclosed promissory note. **. [redacted] cannot be listed as the borrower on his online account because that would be contrary to the information contained in the signed promissory note.

For your convenience, I have asked **. [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 ###-###-####. **. [redacted] is available Monday through Friday from 8:30 a.m. until 5:00 p.m., ET.

Sincerely,

Review: Hi,

My account # is [redacted] with a monthly payment of over $750 which is more than my weekly paycheck. I can not in any way make a payment for that when I have rent and utilities to pay and am trying to save. I have been delinquent a few times because it was easier for me to keep saving and make a lump sum payment than to have them withdraw directly from my account.

I called today to see if these payments can be stretched out over a longer span to make the payments less only to be told there is no recourse for me. I only get an option for a reduced payment for about 2 years and go back to paying this monthly sum in my 3rd year with the option never to be offered again in another financial hardship. This is absolutely ridiculous because it makes no sense. So what is my only option then? To keep showing late and delinquent on my credit report and pay with lump sums. I would rather settle the payment at a lower amount now and set up direct withdrawal and not worry about it for the next 20-30 years than to live pay-check to pay-check and completely destroy my credit report. At this rate there may come a time where I may not even be able to pay this loan at all, what then?

I had the call escalated to a manager [redacted] with ID [redacted] but even there I was given no help. Not only could they not help but I wasn't given contact info for the actual lender where I could try to settle on a lower payment amount. What am I to do??Desired Settlement: Lower the monthly payment amount to less than $400 by stretching it out longer so I can make loan payments every month without delay, bring my credit score back up, and be able to live on the rest of my monthly pay-check.

Business

Response:

See attached PDF file.

Review: I originaly borrowed $30,000 for my wife to go to college.Curently today the balance on the loan is $59,000. I am trying to work with these people. in addition to the outragous 20,000+ interest they haveds charged me. My loan defaulted with the company or American Education Services, or National Collegiate Trust depends on what day of the week it is as to which name they want to go by, thier horrendous nature of harassing me and the cosigner by phone because we didnt make the payment doesnt help that when you contact them they are very rude and inpolite. I was told by AES that the loan was sold to [redacted] because it defaulted, yet it is still being reported on my credit by them. I spoke with [redacted] and they said that they have the loan, but they dont do payment arrrangements and they turn over to collection agencies. I contacted the collection agency [redacted] who [redacted] reffered me to, and they keep saying that im delinqeunt to National Collegiate Trust, not [redacted]. Honestly I think im a victum of predetory lending and because none of these people can seem to get their stories straight. I am begining to think that its a scam trying to collect the money. I also am being told the loan is still collecting interest, even though its supposedly defaulted. I treid to work out payment plan with [redacted], but they demanded the full balance or nothing at all. Now they say they will do two payment (options 1). Put down $29,979 and then you can pay $412.00 for 94 months. The total amount paid on that is $68,707. (Option 2.) Put down $35,494 and then pay $387 for 77 months. The total amount paid on that is $65,293. I have also noticed when I make a counter offer that I could afford, [redacted] from [redacted] tells me she will have to ask [redacted] if they will accept that, BUT [redacted] who is also AES says that they sold the loan to [redacted], she puts me on hold for two minutes and comes back and says that they said no. I also noticed that she seems to be the only one who ever answers the phone around there. [redacted] also seems to have a Greensboro number as well as 1-800 number. It just doesnt seem to make any sense. Hopefully you can help me.Desired Settlement: If this is some kind of scam or predatory lending I am only willing to pay back the agreed upon $33,000 that I borrowed and not a cent more. I borrowed money from some company AES or NCT who kows which, but I am not going to pay for what I didnt agree too.

Business

Response:

See attached PDF file.

Review: I send a check to AES to pay off a student loan for my daughter I sent it to the paid in full address. I got what was suppose to be the pay off amount but due to the mailing time the amount was not correct. AES then sent the check back to me thus accruing even more interest without even an email or call to my daughter to tell us the check was the incorrect amount and to send this amount to close this account.

To me this is clearly an attempt to get the last little bit of high interest because this would be the last they would get.Desired Settlement: Do away with the paid in full address so they can't refuse payments in this way also make them contact the loan holder about the shortage and give them an option to pay the shortage.

I would like the extra interest that was accrued from the time the check was processed and when I resent the next check.

Business

Response:

See attached PDF file.

Review: My student loan was transferred to AES by [redacted] in February 2013 without my knowledge. I had already made my February 2013 payment to [redacted]. On March 1, 2013, I received an email telling me my student loan with AES was delinquent or in default and threatening me with collection calls. I created an account and logged on to their website, wondering why this company was even sending me an email, and it showed my account was delinquent or past due and that I owed $1004.56. I had agreed to a "graduated plan" with [redacted] and my monthly payments are only $267; I pay $300 each month.

On March 4, 2013, I phoned AES and learned it had begun servicing my loan. The representative confirmed that they sent me a notice through the mail of this change on March 1, 2013, which obviously I did not receive prior to making my February payment to [redacted] OR prior to the email threatening me with collections. I also phoned [redacted] which confirmed my payment had been remitted to AES. I also confirmed this payment was deducted from my bank account.

The representative informed me that because AES had not received my payment, it would continue to consider my account delinquent. I requested that the online information be changed prior to March 14, the date that my March payment was due, so that I could pay the correct account and not risk them later arguing I had acquiesced in the purported amount owed of $1004 by making a "partial payemnt" on it.

On March 11, 2013 I received another email again stating that my account was delinquent and threatening that to "avoid automated collection calls" I needed to immediately make a payment. Again, I owe nothing on my loans as of this date.

On March 12, 2013, I emailed AES and received no response. On March 13, 2013, I phoned AES once more to attempt to have the account corrected before my March payment is due. I spoke with [redacted], purportedly a supervisor, who refused to correct the account information and repeatedly stated that my account would be "delinquent" until AES receives my February payment from [redacted]. She also informed me that they "cover their bases" and seemed to believe it was perfectly acceptable for them to email automated notices of "default" or "delinquency" to customers who are not actually delinquent, threatening those customers with collections calls. They apparently sent delinquency emails to every single [redacted] customer because there would likely be a certain number who did not send their February payments to [redacted]. They do this without attempting to ascertain whether the borrower is acutally in default or delinquent, resulting in them threatening me, and undoubtedly thousands of other borrowers who are not delinquent, with collections.

I believe that AES's actions violate the Fair Debt Collection Practices Act because a creditor cannot threaten a debtor with collection practices or phone calls when the debtor is not in default or delinquent. A creditor also cannot threaten to take an action against a borrower it does not have the legal right to do -- i.e., to commence collection phone calls. Additionally, the only solution AES offered me to correct my account was to put a "hardship forebearance" on it that would suspend my payments. However, then it would be on my record that I requested a "hardship forebearance," and also the interest would continue to accrue. This is not an acceptable solution to me. All I wanted was a correct invoice to pay on, not to mention an explanation of why they feel they can change my payment to $278 per month. I do not believe it is too much to ask that the servicer be required to correct incorrect account information. They should have some way to do that in their computer system.

[redacted] informed me that I could complain to my attorney general, but that my complaints would "get nowhere." She also stated that if I wrote a letter to AES's legal department, it "wouldn't make any difference."

Therefore, I write to request that you investigate AES and their practices of sending automated emails threatening collection phone calls on borrowers who are not in default, and their refusal to correct account invoices which they know to be incorrect.Desired Settlement: I would like a written response from AES's legal department as to how they can justify their practices under the Fair Debt Collection Practices Act. I would like for them to stop the practices of sending automated delinquency emails in these situations in the future to me or any other borrower who is not in default or delinquent. I would also like them to correct my account information, as well as provide an explanation concerning the $278 payment versus the $267 I was paying with ACS. I would like to make sure there will be no "delinquencies" or "defaults" or other items noted on my account and that incorrect information will not be sent to the credit bureaus.

Business

Response:

See attached PDF file.

Review: I have had nothing but problems dealing with this company over the past several years. If you call for help, their customer service reps all seem to act as if it is their first day on the job, and you get inconsistent, contradictory information every time you call. The company does not respond to emails, even though they send an auto-email acknowledging receipt of the email. If you try to get help via mail you have to submit specific forms, and trying to make sure you have the exact form they want is a hassle. The forms are not clearly explained and they never specify what exactly they want you to submit as documentation, leading to having to re-submit things over and over to no avail. Meanwhile, they have no problems calling me every single day, sometimes twice a day, as well as sending auto-emails to harass me about the status of my account yet never offer any help to remedy the issues. I have been trying to resolve my issues with this company to get my account in proper standing since fall of 2013 and I have not been able to get any resolution with the company. There is a serious problem with this company because there is absolutely no one to protect the consumer from being scammed and taken advantage of by them. For example, they will repeatedly ignore the documents I send them and 4 months later tell me they couldn't accept them because I didn't sign a page (when in fact I did, as I keep copies of everything) YET they charge me $35+ per month late fees while they were sitting on the stuff ignoring it AND never mentioned there was a signature issue any of the multiple times I called them to check into the status. This is just one of MANY MANY examples I have of the awful service this company has given me over the years. I am extremely frustrated of dealing with them but unfortunately am unable to move my account to another company, which does not seem fair but I was informed I do not have a choice over who services my account.Desired Settlement: There needs to be more safeguards in place over this company to protect them from doing whatever they want to their customers. I have been trying to get resolution from them for over a year now, yet instead of trying to work with me they just keep charging me late fees, feeding me misinformation, trying to ruin my credit, etc. I don't know where to turn in dealing with this company anymore. I want all of the late fees removed from my account, my payments adjusted appropriately as requested, and

Business

Response:

October 31, 2014Dear [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 serviced by our office. We trust the following information will be of assistance.AES currently services the subsidized (SUBCNS) and unsubsidized (UNCNS) portions of your federal Consolidation Loan disbursed February 8, 2008, 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 promissory note and must administer the loan in accordance with the terms of the signed promissory note and federal regulations. AES is required to perform billing, credit reporting, and other servicing-related activities. By signing the promissory note, you assumed responsibility to ensure timely repayment of the entire debt (including all accrued interest, the entire principal balance, and any applicable fees) in accordance with its terms.Furthermore, AES is required to submit the status of the loans each month to the nationwide consumer reporting agencies. As the service provider, AES is obligated to notify you of the loan’s status which includes sending letters, attempting calls, and generating emails. The signed promissory note stipulates that you are responsible for maintaining a current account status by remitting on-time payments. If payments cannot be remitted, you are required to apply for an available repayment alternative in a timely manner to prevent a delinquent status from occurring. As the service provider, AES must continue these servicing activities until the loan is restored to a current status.We understand from your inquiry to the Revdex.com that you have been attempting to obtain assistance from AES with restoring the account to a current status; however, you are displeased with the service you received from AES’ loan counselors.AES regrets if you were displeased with the service you received from our office. You may be assured that all of our loan counselors are trained to provide accurate, informative, and courteous service. Many customer service calls are monitored to ensure that optimum service is provided. 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. 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.Based upon our review, AES’ records confirm that a completed an application for the Income Based Repayment (IBR) plan and required documentation (1040 joint tax form verifying your 2012 AGI of $141,598.00, pay statements for you and your spouse verifying a joint proof of income (POI) of $137,139.60 for 2014, and family size of four) on February 24, 2014. Upon approval of your application (which was based upon your family size of four and a joint AGI of $137,139.60), you were granted Partial Financial Hardship (PFH) payments at $1,267.06 for 12 months, beginning with the bill due on April 5, 2014.We further understand that you have concerns regarding the calculation of your current PFH payments under the IBR plan. In addition, you also raised concerns regarding how information is specified on the IBR application. However, please note the IBR application provided to you from AES, is the form provided by, and required by the Department of Education (ED) to renew your eligibility for the IBR plan.Please be mindful that AES must adhere to federal regulations, and because you have completed a joint tax return, consequently, AES must include your spouse's income for the calculation of your PFH payments. In order for the PFH payments to be determined from your income only, you must separately file your annual tax return. However, if the documents provided verifying your AGI do not accurately reflect your current household income, you may reapply for the IBR plan. In addition, documentation of your current income, for both you and your spouse, must be provided.On July 8, 2014, AES received your most recent completed application for the Income Based Repayment (IBR) plan and required documentation (1040 joint tax form verifying your 2013 AGI of $143,459.00, pay statements for you and your spouse verifying a joint proof of income (POI) of $137,415.98 and family size of four). Upon approval of your application (based the most recent POI provided and your family size of four), you were granted Partial Financial Hardship (PFH) payments at $1,270.51 for 12 months, beginning with the bill due on September 5, 2014. Letters confirming the approval and the current terms of the IBR was sent to you August 6, 2014, copies of which are enclosed.On September 15, 2014; September 23, 2014; and October 8, 2014, AES received your signed applications for Unemployment Deferment. Consequently, AES was required to deny each request for Unemployment Deferment because you did not provide the required information with your application. As you were made aware, under Section 2 of the request form, you must indicate that you are (A) registered with an unemployment agency and seeking full-time employment or (B) receiving unemployment benefits. Although you selected on the applications that you are receiving unemployment benefits, however, you did not attach the required proof that you are currently receiving unemployment benefits. Letters confirming the denial for each request for Unemployment Deferment was sent to you September 16, 2014; September 23, 2014; and October 9, 2014.AES received your final signed application for Unemployment Deferment on October 27, 2014, selfcertifying that you are registered with an unemployment agency and seeking full-time employment. Upon approval of your deferment request, AES retroactively applied the Unemployment Deferment to the loan effective September 6, 2014 through April 25, 2015. Please note that, AES also applied a Delinquency Forbearance from May 5, 2014 through September 5, 2014, in order to cover the delinquent amount from May 5, 2014 through August 5, 2014. A letter confirming the approval of Unemployment Deferment was sent to you October 28, 2014, a copy of which is enclosed. At this time your account is current and your monthly payment obligation is temporarily postponed.Please Note: The retroactive application of this deferment and forbearance does not negate any accurately reported unfavorable credit information previously submitted to the nationwide consumer reporting agencies as a result of insufficient payments. Pursuant to the Fair Credit Reporting Act, 15 U.S.C. § 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate information. Since AES can verify that the unfavorable information reported to the nationwide consumer reporting agencies was accurate, as detailed in the chart below, we cannot lawfully issue any credit adjustment.Finally, we understand from your inquiry, that you are requesting for AES to remove the late fees assessed from your account. Additionally, please understand that if full payment is not remitted by the due date each month, the account is considered delinquent. Consequently, as required by the loans’ owner, if full payment is not remitted within 15 days of the due date, a late fee is assessed. Because AES can verify the late fees were assessed as a result of non-payment, AES is not authorized to remove the fees.To assist you, AES forwarded your request to EFS for review, Once the owner’s review is completed, AES will notify you in writing with the results.If you have any questions, please contact our Customer Service Department toll-free at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly B Assistant Vice President

Review: I took out a student loan for $21,857.92. At the time I believe it was through the company called "[redacted]". I have ALWAYS paid either a)the full amount or over 2) an interest based repayment plan aside from a 8 month period where I could not pay due to unemployment and then making minimum wage. I now owe $32,309. 87.

I am more than happy to pay them for the money I took out as I know I used that money for my education. However, the compounding interest and unethical business practices make this loan absolutely impossible to pay off. I am uncertain how I will ever climb out of this debt when they keep adding this ridiculous interest.Desired Settlement: I wish for them to subtract the amount I have paid them over the years from the original balance, not the current one.

Business

Response:

October 16, 2014Dear [redacted]:This letter is in regards to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of [redacted]’s educational loan account, serviced by our office. We trust the following information will be of assistance.AES currently services a privately-insured Alternative Undergraduate Program (ALPLN) Loans on behalf of the respective owners, [redacted] Trust ([redacted]) and [redacted] Trust. As the contracted third-party service provider, AES administers the loans in accordance with the terms of the signed credit agreements. AES is required to perform billing, credit reporting, and other servicing-related activities.The chart below details your loans.Loan Number Disbursement Date | Loan Program | Original Principal Balance Current Principal Balance 1 November 16, 2006 [redacted] $21,857,92 $32,309.87* 2 November 28, 2007 [redacted] $14,207,65 $18,759.64**The current principal balance is higher as a result of interest capitalization,AES understands you have concerns regarding the interest that is accruing on the account referenced above, and are requesting that the amount you have paid over the years be subtracted from the original balance as opposed to the current balance. Pursuant to the terms of the signed Credit Agreements, interest on your loans accrues daily based on the Simple Interest method. Interest charges are calculated by multiplying the principal balance, the interest rate, and the number of days elapsed since interest was last satisfied, typically when the most recent payment was credited. This product is then divided by the number of days in the year to yield the accrued interest amount.(Principal Balance) X (Interest Rate) X (# of Days Elapsed Between Payments/Transactions) (# of Days in the Year)Based on the present variable interest rate of 5.910%, your account is accruing $8.26 per day or $256.06 over a 31-day month. As required by the Credit Agreements, payments are to be applied first to outstanding collection costs, second to interest, and any remainder to principal.Please be advised that AES is unable to alter or negotiate the terms and conditions stated in these original Credit Agreements which, by signing, you certified to having read, understood and agreeing to the terms thereof. For this reason, AES is unable to comply with your request to waive the accruing interest. Please be assured that, regardless of increases in your principal balance, your loan is set to be paid in full on December 13, 2030. At this time, the account reflects a current status with the next partial payment of $412.27 due on November 13, 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 BAssistant Vice President Graduate and Professional Services

Review: In order to manage my Finances and Debt, I have used a budgeting website ([redacted].com) to track all of my accounts. AES (American Education Services) (Pennsylvania Higher Education Assistance Agency) has been one of the accounts that I track with [redacted].com for 4 years.

Last Month I was unable to log onto AES and pay my monthly loan repayment amount. I called their phone system and paid my bill over their automated phone service AND RECEIVED A CONFIRMATION NUMBER (misleading). Two weeks later I finally had time in my work schedule to call AES during their business hours and unlock my account. During the process of unlocking my account they informed me that I had not paid my bill for last month. I told them that was impossible I received a confirmation number. They said that they always send one regardless of whether or not the bill processes (recorded conversation). They then informed me that they notified me under my log in account, which I was locked out of. They made no other attempt to contact me and inform me that my payment had not processed. All of this is recorded in conversation. Personally it feels very coordinated in nature. I understand that I still owe the money and it has been paid, but I do not believe that the $22 in late charges and the damage to my credit are deserved. When I disputed this with them they accused me of several other ways that this was my fault, most of which I cannot remember because I was upset. I left my name and number with a manager to get in contact with me to discuss the charges and no one has tried to make contact with me from AES since.Desired Settlement: I wish to have the $22 in late charges refunded either to me or my account, and any late payment reports to my credit bureaus removed.

Business

Response:

September 12, 2014Dear [redacted]:Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of your educational loan account. We trust the following information will be of assistance.AES currently services seven, privately-insured Alternative Undergraduate Program (ALPLN) Loans on behalf of the owner, [redacted] ([redacted]). Based upon the terms of the signed Credit Agreement, you and the cosigner, [redacted], agreed to be equally responsible for the timely repayment of the loans, until they are paid in full with a zero balance. 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 other servicing activities.We understand from your inquiry to the Revdex.com, that you are requesting for AES to reverse the late fees assessed to your account on August 30, 2014 for the effective dates of August 23, 2014 and August 29, 2014, totaling $22.91. While we understand from your inquiry that you may have had difficulty logging into your online account to view your monthly billing statements, please note that the Credit Agreements indicate that you are required to submit a payment even if you do not receive your monthly billing statements. If you had difficulty accessing your online account, you were to either call AES or contact AES via an alternative method, such as through the secure email form that may be accessed through our website, to obtain any required assistance.Despite the difficulties you encountered obtaining information regarding the payments that were due by August 7, 2014 and August 13, 2014, our records indicate that you submitted a payment to our office prior to any fate fees being assessed. After submitting your $625.86 payment through our automated telephone system, you were provided a confirmation number of [redacted]. Please understand that this confirmation number was not provided to confirm that the payment had been applied to your account; rather, this number was provided to confirm that the submission of your payment information was successful. AES applied the above-referenced payment to your account on the following business day, August 25, 2015, and your account reflected a current status as a result.On August 29, 2014, however, AES received notification from your financial institution that it was unable to locate an account for you based upon the information you submitted to AES, and AES was required to remove the payment from your account. This caused your account to reflect as more than 15 days past due. Because the terms of the Credit Agreements stipulate that late fees are to be assessed if the loans are more than 15 days past due, AES was, consequently, required to assess late fees to the loans. While we sympathize with your circumstances, AES is unable to reverse the late fees because they were correctly assessed in accordance with the terms of the Credit Agreements.In view of the circumstances, AES forwarded your inquiry to [redacted] to inquire if they would authorize AES to reverse the late fees. Upon review, however, AES did not receive authorization to remove the late fees.We also understand that you requested to have a supervisor contact you to discuss the issue. Please note that an AES supervisor did make several attempts to call you; however, each time we were unsuccessful. Because an answering machine was not detected, we were unable to leave a message for you. If you would still like to speak with a supervisor about the issue, please contact AES at your earliest convenience.To simplify the process of managing your student loan payments, you may wish to enroll in our electronic payment service, Direct Debit. While enrolled in Direct Debit, AES deducts the monthly installment amount from your designated bank account on the due date. The loans disbursed on February 26, 2004 and July 15, 2004 would qualify for a 0.25% interest rate reduction while you are enrolled in Direct Debit (the reduction is removed if Direct Debit is canceled), which would assist in reducing the overall cost of the loans. To enroll in this service, 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 phone until you receive confirmation that Direct Debit is scheduled to begin.Additionally, please note that we contacted [redacted].com about the issue that caused you to become locked out of your online account with AES, and [redacted].com has indicated that it has resolved the issue.As a result of the $990.80 payment received effective September 4, 2014, your account reflects a current status at this time. The next payment is due by October 7, 2014 in the amount of $97,01. You may rest assured that your account has not been reported unfavorably to the nationwide consumer reporting agencies.If you have any additional questions, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly *. BAssistant Vice President Graduate and Professional Services

Review: AES bought my loan and sent a statement stating it would continue my automatic deduction from my bank as long as I returned a letter confirming my banking infomation. I did so and automatic withdrawals were to continue, however AES stopped billing for a month and had the next automatic deduction due for 12/10/13 instead of 11/10/13 which made my loan overdue for a payment. 1% was added to my loan amount because I no longer had 35 on time payments. I was promised nothing would change and they stopped my automatic billing which was stated in writing to continue and continued a month later with no explanation. I was given a late fee and now owe an extra 1% additional each month. They did not meet their promise to me when they purchased my loan and have shady business practices. I did attempt to fix the problem with the company and they have declined to do so.Desired Settlement: I would like the 1% taken off my monthly interest rate. I have made 8 years of on-time payments and to have it end because they wish to pursue criminal business practices is not in mine or anyone's interest.

Business

Response:

January 24, 2014

Dear [redacted]:

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

AES currently services a federally subsidized Consolidation (SUBCNS) Loan for you on behalf of the loan’s owner, [redacted]). As the third-party service provider, AES administers the loan on behalf of the owner in accordance with the terms of the signed promissory note and federal regulations. The loan is further detailed in the chart below.

Disbursement Date Loan Program Original Principal Balance Current Principal Balance

June 7, 2005 | SUBCNS $15,246.00 1 $8,776.44

We understand from your inquiry that you have some concerns regarding the payment for November 10, 2013 that was not automatically withdrawn by our automatic payment service, Direct Debit. As you know, your student loan account was transferred to our office from [redacted] on May 23, 2013. The owner of your loan agreed to allow AES to continue to automatically withdraw payments from your designated bank account based upon the automatic payment agreement you had made with [redacted]. However, AES was only able to continue automatically withdrawing these payments based upon the agreement with [redacted] for up to 180 days from the date your loan account was transferred to our office.

You were notified that, for AES to continue to automatically withdraw payments for you beyond 180 days from the date of the transfer, it would be necessary for you to submit a completed AES Direct Debit application to our office within 180 days of the date we received your account. A special Direct Debit application was provided with this notification. This special application was designed to avoid the lapse in service caused when processing a new Direct Debit application.

A review of our records reflects that we received a Direct Debit application from you within 180 days from the date of the transfer. However, the form you submitted was not the special Direct Debit application referenced above which would have allowed for an unbroken transition between the two servicers. Rather, this form was downloaded from the AES website, and inadvertently processed as a new Direct Debit request, which resulted in a temporary lapse in your automatic payments.

Due to the temporary suspension of the Direct Debit service, you were required to manually submit a payment for the installment due November 10, 2013. Although you did manually submit a payment of $88.68 through the AES website, this payment was not submitted until December 2, 2013. Due to the delinquency that existed on the account prior to the receipt of your $88.68 payment effective December 2, 2013, a late fee of $5.00 was assessed and your loan was disqualified from the Borrower Benefit Program (BBP) offered by the lender that had allowed for a 1.0% interest rate reduction.

Considering the situation, we have made an adjustment to your account payment history, to retroactively reapply your online payment of December 2, 2013 in the amount of $88.68 to post effective November 10, 2013. This resulted in the reinstatement of your BBP, which provided you with the 1.0% interest rate reduction. It also resulted in the waiver of the $5.00 late fee that had been previously assessed. AES regrets any inconvenience or confusion that this situation may have caused you. The next automatic payment of $83.68 is set to occur on February 10, 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,

Review: [redacted]

Account # [redacted]

Loan Seq: [redacted] and 1002

I was enrolled in school full-time from August 2010 until April 2012, and worked only part-time earning $10.00 an hour for four hours a week from October 2011 to April 2012, which helped pay for my gas to and from school and work.

I went back to work full time on August 20, 2012, and started receiving a paycheck two weeks later. I have been paying on this loan ever since. For the loan to be upped at this time from $379.74 to $518.42 with me never getting a raise and working for the state of Arizona is something I cannot afford. My monthly bills total $2007.36 and I owe charge cards $10,645.26. I have to then turn around and charge my food, gas, and prescriptions. I have no money to pay any extra monthly.

I cannot afford the $518.42 a month, and for you to raise it like that with no notice is not right.Desired Settlement: Either extend the loan to lower the payments so I can afford them or do whatever is necessary so I only have to pay the $379.74 a month right now. I do not have much income and cannot afford any more funds.

Business

Response:

December 12, 2013

Dear **. [redacted]:

Kindly accept this letter as a formal response to the inquiry AES received through 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 currently services the two Alternative Undergraduate Program (ALPLN) Loans on behalf of the owner, [redacted]). As the contracted, third-party service provider, AES administers the loans in accordance with the terms of the signed Credit Agreements. AES is required to perform billing, credit reporting, and other servicing activities. The chart below details the loans.

AES understands that you may have difficulties in making timely payments at your present installment amounts. As much as possible, we wish to assist you in establishing repayment arrangements that are ideal for your financial situation. However, it is important to note your repayment terms must be set at a level that ensures the satisfaction of the respective loans within the terms of the Credit Agreements.

Pursuant to the terms of the Credit Agreements, repayment alternatives are authorized at the sole discretion of the loans owner. Based upon our review, you have already received the Modified Graduated Repayment Schedule (MGRS), which offered reduced monthly installments. Following the period of reduced payments under the MGRS, the monthly payments were recalculated to ensure the remainder of the principal balance and accrued interest would be 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 accrued, and a smaller portion of the principal balance was repaid during this time. As a result, when the loans returned to a Level Repayment Schedule, your monthly payments for the remainder of each loan term increased to an amount higher than your monthly payments prior to utilizing the MGRS. In addition, you have exhausted the maximum 12 months allotted for Temporary Hardship Forbearance offered by [redacted], which postponed the monthly installments.

While you are no longer eligible to postpone your monthly installment, [redacted] offers an alternative repayment option, known as the Reduced Payment (RP) plan, which temporarily reduces your monthly obligation. You may receive the RP plan for a total of six months, granted in three-month increments.

You or the cosigner, [redacted], must make a verbal or written request to apply for the RP plan and will be asked to propose a monthly payment for each loan. Approval of the proposed monthly payment amount for the RP schedule is dependent upon the delinquency level of each loan, and the loans must be less than 180 days delinquent in order to qualify for this option.

In addition, a non-refundable, good faith payment must be made at the time of application. The good faith payment must be equal to the approved monthly payment amount for each loan the RP plan is being requested and must be made at the time of application. If you are approved for the RP plan, your required monthly installments while the RP plan is in effect will be reduced. Please note; following completion of the RP plan, per the terms of the signed Credit Agreements, your monthly installments must be recalculated to ensure satisfaction of all accrued interest and the principal balance by the pay-off date for each loan. This means your monthly installment amounts will likely increase following completion of the RP plan.

At this time, your ALPLN loans are in arrears for $518.42 from November 28, 2013. The next installment of $519.34 will be due by December 28, 2013, totaling $1,037.76. If payments are not remitted by the due date, calls, emails, and letters will continue until the loans are restored to a current status.

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,

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:

If I cannot afford the $518.42 a month right now, how in the world after three or six months can I afford more.

Review: American Education Services has 2-30 day marks on my credit even though it is their fault. They knowlingly gave me bad information. I have complained abouth matter since April. I have talked with several supervisors that advised that I need proof to get the bad marks removed. I have spoken with an attoreny and he advised that American Education Services has the bad habit of not removing credit marks even if their fault. This company bullies people, I had a superviosr named [redacted] states they do not have to follow FDCPA; therefore they can do whatever they want to me. The attorney I spoke states he has had several complaints about AES business practices. He states I can sue them in court if I need to, but AES can lie and say they were willing to work with me. I can't get a another car or get a another job because of them. No one of the information given by the reps is consistent and I have complained about several times. The only thing they are going to do is blame even though they are ones giving bad inforamtion. This is the worst company I have even dealt with. I no longer want to deal with this company. I have a contract with my lenders not AES. This situation is stressing me out. They even called my mother 3-4 times and never left a message to say who they were looking because her loan is current. AES will claim there were no calls made, but I did spoke with AT&t the service provider was able to get a bill with the list of autodialer calls on there. They even autodialed her after 9pm (you are not suppose to do that).Desired Settlement: I want the negative marks removed and will also file a complaint with the Illinois Attorney General, FCC, and the FTC. I will continue to complain until this matter is resolved. I may also go to social media to tell eveyone to not do business with this company. I have no problem go on [redacted] or [redacted] or the local media in my area to tell my story. What they are doing to me is criminal and the reps are complete is.

Business

Response:

August 22, 2013

Revdex.com

ATTN [redacted]

1337 N FRONT ST HARRISBURG PA 17102-2629

Dear **. [redacted]:

This letter is in response to your recent inquiry (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.

AES previously addressed the customers concerns in our letter dated July 1, 2013. For your convenience, this letter has been enclosed.

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,

Assistant Vice President Graduate and Professional Services

July 1,2013

Dear **, [redacted]:

Kindly accept this letter as a formal response to the inquiries we received from the Revdex.com (Revdex.com) concerning your educational loan account, serviced by our office. We trust the following information will be of assistance.

As referenced in our previous response, AES currently services two, privately-insured Alternative Undergraduate Program (ALPLN) Loans and three, privately-insured Continuing Education (CELN) Loans on behalf of the owner, [redacted]). AES also currently services one, privately-insured ALPLN Loan on behalf of the owner, [redacted]

In addition, AES currently services both the subsidized (SUBCNS) and unsubsidized (UNCNS) portions of your, Federal Consolidation Loan on behalf of the owner, [redacted]. ([redacted]).

As part of our servicing activities, AES sends billing statements to our customers approximately 20 days prior to a loan’s due date. These billing statements clearly list the past due amount, the amount which is currently due, and the total amount due. In addition, the billing statements will detail when late fees may be assessed to the loans. For your convenience, we have enclosed copies of your recent billing statements.

Furthermore, AES mailed you delinquency notices which detail the amount past due plus late fees. Upon review of these documents, AES has determined that you were provided sufficient information of the amounts due.

AES also reviewed the notations on our servicing system from our telephone conversation with you on May 13, 2013. AES records indicate that you stated you would be making a partial payment of $391.43 and terminated the telephone call. You then called back to AES and remitted a payment of $417.00 through our Interactive Voice Response (IVR) system. Because this payment was not sufficient to bring the outstanding delinquency under 30 days, you were accurately reported as being at least 30 days delinquent in May 2013. Please note that you were also accurately reported as at least 30 days past due in April 2013. As a result, no servicing errors occurred and the unfavorable credit reporting on the ALPLN Loans and your CELN Loans disbursed January 2, 2004 and January 26, 2007 is valid.

AES received your forbearance application for your ALPLN Loan disbursed August 31, 2007 (Loan #8) on June 10, 2013. The request was approved on June 14, 2013. Accordingly, AES applied a Temporary Hardship Forbearance to the loan from April 1, 2013 through May 31, 2013, It is important to note that the application of the forbearance postpones the required monthly installment, but does not remove any unfavorable credit reporting which may have already occurred. A copy of the forbearance acceptance letter mailed to your on June 15,2013 has been enclosed for your convenience.

Of final note, AES is responsible for various servicing activities, including collecting payments for delinquent loans on behalf of the loan owner. However, AES is not a debt collector subject to the federal Fair Debt Collection Practices Act (FDCPA). As long as a loan is delinquent, AES may contact you and your cosigner in an attempt to bring the loan current. However, once contact is achieved and verified with the borrower or cosigner, not further telephone calls will be made to that party for the remainder of that business day. AES records verify that the loan for which **. [redacted] is listed as the cosigner was past due at the time of the attempted contacts.

We trust this information is sufficient for your needs. If you have any questions or concerns, please contact Customer Service at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.

Sincerely,

[redacted] Assistant Vice President Graduate and Professional Services

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: **. [redacted] states this complaint was answered but it was not because all she is doing is stating what AES's poplicy is (which is rarely followed). The first phone call to ###-###-#### was on 4/8/13 when my mother's loan for that month was already current. I checked with my bank and check #[redacted] for $25.00 was taken out of my account but AES credited that loan #4 which is the only consigned loan on4/1/13. Therefore my mother's loan was late, therefore [redacted] should actually get that fact straight. I have advised them several that is NOT a NUMBER where I ca be reached. A supervisor named [redacted] told me that info did not matter because she was listed as a reference. On that subject, that phone number was called 12 times and not one [redacted] message was left. Why is that **. [redacted]? This company loves to play reverse psychology which I am not playing that game. Yes, I have spoken a collections attoreny and he states AES is notorius for doing this. I have also talked with other people that are having problems and no big surprise is the same issues I am having with them. I have encouraged anyone that has a problem with AES to file complaints with the Attorney General and the FTC. I am in the process of going on social media to make sure everyone knows that a crappy company this is. I also has rep tell me that they have to send me autodebit forms even though I sent a fax request back in Sept 2012 and 6/4/13 which a supervisor states they received both but their reps have to try to get you into the program. I WILL NEVER DO AUTODEBIT WITH THIS COMPANY SO THEY WILL NEED TO STOP SENDING THOSE FORMS BECAUSE IT IS A WASTE OF MONEY TO DO SO. Also **. [redacted] never addressed the fact that they have reps and supervisors hunging up or yelling at people which you are not suppose to do under any situations. This is very unprofessional so before [redacted] states that I can call to ask questions, she will need to train her staff because she does not have a [redacted] clue. I totally hate and wish they would go out of business. Maybe the PA Department of Education should be talked about this. AES claims they "service loans" but giving bad information to people and yelling/hung up is not servicing the loan. [redacted] needs to stop saying they are servcing the loan just states they are doing the dirty of the orginal creditor. THIS COMPAYN [redacted] and if they had to follow the FDCPA, they wouldn't act like this. My loan was late but mother's loan was not late, if her reps had left a message we would have known why that number was being called 12 [redacted] times. No messages were left for anybody, the autodialer would just hang when no one answers. I hope this stupid compoany gets paid. Like I said, I advised this company several times this is not a phone number where I can be reached at. Yes, my mother was pissed out because no one left messages and they were 3-4 per times per day. Several supervisors have stated messages should have left but never apologized for it or said anything more that. AES/PHEA should not be servicing anyone because can't answer questions, they will just say they do not know. They should actuallly learn how to do their [redacted] jobs and yes, this is AES's fault because the reps are responsible they are giving people over the phone. No, [redacted] you do not answer any of the issues in the complaint last time and I will not let you off the hook either. A attorney also told it is illegal to push anyone into any non-manadatory program and a faxed request needs to be honored. I had a rep tell me yesterday they will continue to send me out forms even though there are 2 fax requests on file. I know my rights as a consumer and I will take any action against this company because it is a [redacted] shame what this company is doing to people.

Regards,

Business

Response:

September 17, 2013

Revdex.com

ATTN [redacted] 1337 N FRONT ST HARRISBURG PA 17102-2629

Dear **. [redacted]:

This letter is in response to your recent inquiry (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.

AES has previously addressed the customer’s concerns in our prior response letters; however, because the customer continues to dispute this matter, an additional response letter has been

enclosed.

Please note, however, that one of our clients has requested for AES to refrain from providing a response to the Revdex.com without signed authorization from the customer. As a result, some information in the response letter has been redacted for security purposes. However, you may be assured that a complete version of the response letter has been mailed directly to **. [redacted].

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.

Dear **. [redacted]:

This letter is a formal response to your inquiry submitted through the Revdex.com concerning your educational loan account, serviced by American Education Services (AES).

As you are aware, AES currently services two, privately-insured Alternative Undergraduate Program (ALPLN) Loans and three, privately-insured Continuing Education Loans (CELN) on behalf of the owner, National Collegiate Trust (NCT)._

Your Federal Consolidation Loan is also administered by AES on behalf of the owner, [redacted]. However, since no concerns were made regarding the Consolidation Loan, which currently reflects deferment status through March 2014, this response will focus on the status of the privately-insured loans.

AES understands that you have concerns regarding telephone calls made to your mother during the month of April 2013. According to our records a separate collection agency,

attempted to contact you at the telephone number listed on file for you, which you had previously verified as being your mother’s telephone number. Because these collection calls were made outside of the jurisdiction of AES, we are not able to address directly the manner in which you were contacted. However, we regret any inconvenience or confusion this activity may have caused. You are reminded that it remains your responsibility to provide AES with current and accurate contact information.

Additionally, AES attempted to collect on the NCT-owned loans as a result of their delinquent status. Because you indicated that your mother Debra Logan’s telephone number belonged to you, attempts were made to contact you at that telephone number. You may be assured that the auto-dialer system did detect an answering service and left voicemail messages in April 2013 to advise you to contact AES. Please note: As a student loan servicer, AES is responsible for various servicing activities, including sending letters, generating emails, and attempting calls, to notify you of the loans’ delinquent status. However, AES is not a debt collector subject to the Fair Debt Collection Practices Act (FDCPA).

On April 10, 2013, you had advised an AES representative that the telephone number on file was your mother’s number. At that time, you were advised that the telephone number was removed from your contact information and that your mother, who is listed as a cosigner, would only receive telephone calls in the event that the loan for which she cosigned became delinquent. You may be assured that the loan cosigned by **. [redacted] was not reported unfavorably to the nationwide consumer reporting agencies.

The loans disbursed on August 19, 2002, October 10, 2002, January 2, 2004, January 26, 2007, [redacted] exceeded 30 days of delinquency in both April 2013 and May 2013. AES understands that you believe you were given inaccurate information by AES representatives regarding the delinquency during the above-referenced period. However, AES has previously provided billing statements which clearly listed the past due amount, the current amount due, and the total amount due for your loans. Additionally, AES mailed delinquency notices to you which detailed the amount past due, plus late fees. Reviewing these documents, AES maintains that you were provided sufficient notification of the amounts due for your loans.

AES also reviewed the servicing system notations which were made following your May 13, 2013 telephone conversation with our representative. AES’ records indicate that you stated that you would be making a partial payment of $391.43 and that you terminated the telephone call. You then called back to AES and remitted a payment of $417.00 through our Interactive Voice Response (IVR) system. Because this payment was not sufficient to bring the outstanding delinquency to less than 30 days, you were accurately reported to the nationwide consumer reporting agencies, as indicated earlier. Therefore, no credit retractions are warranted for this period.

AES is in receipt of your most recent payment [redacted] which was received on September 10, 2013. This payment satisfied the August 28, 2013 installment and $25.00 for September 28, 2013. On September 16, 2013, you called AES to request for the September 10, 2013 payment to be removed from advanced-payment status. Accordingly, a request was submitted to have the payment adjusted. Please allow 7-10 days for this adjustment to be completed. After this adjustment is completed, a total amount [redacted]s expected to be due by September 28, 2013. Please note: If a payment is not remitted by September 28, 2013, the loans will be considered delinquent on September 29, 2013. If that occurs, collection activities are scheduled to begin on your privately-insured loans.

Finally, AES understands that you no longer wish to receive Direct Debit applications. AES has complied with your request and documented your account to ensure that you will no longer be mailed an application for this service. However, in the event of delinquency, an application for Direct Debit may still be enclosed with your notice since they are system-generated and sent to all customers with similar account statuses.

If you have additional questions, you may call our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 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 response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I am continuing to receive auto debits forms and also I just found out of 9/16/13 that AES misapplied my mother's loan again. A rep named [redacted] advised me that my mother's loan #4 was misapplied. Her loan should not be due until October 28th 2013, not September 28th. This is the third time AES has misapplied a loan and I had to call them about this. **. [redacted] did not addres the reason why my mother received 12 calls but NO ONE bothered to leave a message. I have spoken with an attorney and he agreed with me that they should have left a message to say WHO they were looking since my loan was current at that time. My mother is a reference on the loan and I have them several times that this her home phone number. They have taken the number several times and then put back in which is very unprofessional. **. [redacted] also has supervisors that tell people that AES can do whatever they want. This is NOT true, maybe **. [redacted] should know what is actually going with her compnat before she tells me what their procedures are. I had several issues with is company with in last 4-5 months. On 5/24/13 I was YELLED at a rep because I disagreed with her and she also refused to get me a supervisor. Also nothing was addressed about their behavior, you are not suppose to yell, demean, or harass anyone but they do. They do not give out consistent information because I have been taking notes since April and they are knowlingly giving out bad information. I even had 1 rep tried to tell me I had to consent to the auitodialer, I know that is bull and I called her out on it. I DO NOT HAVE ANY CONFIDENCE IN THIS COMPANY at all. I will continue to complain until I get a resolution to my complaints. I have also urged others that have issues with them to go the Attorney General in their state and PA plus complain to the FTC. If there are enough complaints to the FTC, they can do an investigation against this shameful company. I also have copies of complaints from other people as well, so this not an isolated incident. What this company is doing to people is shameful and I will not let them away with doing this to me. MS BOWMAN I DO NOT WANT ANY AUTODIALER CALLS TO MY CELL PHONE AND NEITHER DOES MY CO-SIGNER.

Regards,

Consumer

Response:

COMPLAINT FILED ON 10/17:

Complaint Detail

I have had several problems with American Education Services or AES because they are knowlingly giving out bad information to consumers. The first issue I had with them was calling my mother's phone number of [redacted] a total of 12 times in April 2013 without leaving any messages. **. [redacted] claims I gave out my mother's phone number as a place to contact me, I have my own phone # and she does not want any calls unless it is about her loan which is current until 2014. Their phone # is [redacted] which is AES's number. AES claims they do not call her but I also contacted my phone company and they verified this company called. My second issue is the credit report, they gave me wrong information which is a fact not a belief which **. [redacted] claims. The supervisors and the reps do not know anything about the loans they are servicing. On 5/13/13 a rep named [redacted] gave me 2 different payment amounts that were not correct, he gave me $468 but I had to tell him that is not correct and then gave me $397 and that amount was also incorrect. THIS IS FACT NOT A BELIEF, the automated system gave an amount of $416.04 which I paid $417.00. No one can explain anything when you asked them questions. I want all of the negative marks removed from my credit due to company neglience. An attorney told me that AES will never take responsibility for anything they say and they are bullies. I have the incidents with their reps because they failed to let me speak to a supervisor even though I asked for one several times, I have the right to speak to a supervisor when I ask for one. I had a supervisor named [redacted] and [redacted] call me liar when I questioned what they were telling me. I have consumer rights and this company is trying to imply that I don't. The way they are treating should be outlawed and yes I have proof they are lying. **. [redacted] claims I was giving the information needed but I wasn't. This company needs to be investigated. I will continue to file with every agency until the negative marks are removed. I may even call the PA Department of Education to let them know what kind of company this is. If enough people file complaints against this company, someone will investigated.

Desired Settlement

I want this company to apologize for their misdealings and I want all of the negative credit marks removed. They even put a mark on my account for the month of September even though my payment was made before the 30 days and I assured by a sup on 9/27 and 9/30/13 that would not happened.

Desired Settlement: Apology

Review: On July 2013, I received a letter from Pennsylvania Higher Education Assistance Agency ###-###-#### that I was back on my student loan. I contacted the company on numerous occasions to report that I had lost my job and if I could be place on forbearance and was told to answer a some questions that I would be put on forbearance for 6 months. I called again in January of 2014 that I have not yet found job and was needing to extend my forbearance but didn't get answered back. In July of 2014 I received a letter for a bill in the amount of $74,037.75. I called to asked why I was receiving a bill with such high amount when my previous student loan was totaling $37,000.00 after I had consolidated all my student loan in 2008. I was told that's what the bill was and $10,000 fee had been charge on to my account for going into default. But was told to send in prof that I hadn't been working with my income tax was. I send in all necessary paper work to the default department. Oct of 2014 I received a call from [redacted] ###-###-####. that my bill have gone to them for collection and was threaten that if I don't pay my wage would be garnish with this new job that I been with for 5 months. I explained to [redacted] the collection person that it was a surprise to me that they would be calling because I had send all necessary documents to PHEA and I was told they would get back to me for arrangement of payment. But now I was being threatening by [redacted].I'm not understanding how a $37,000 dollar loan went up to $74,037.74Desired Settlement: company have added surge charges of additional over $20,000 dollar to increase my loans, and now threatening wage garnishments

Business

Response:

October 30, 2014Dear [redacted].This letter is in response to your recent inquiry sent to the Revdex.com regarding your defaulted federal student loans held by the Pennsylvania Higher Education Assistance Agency (PHEAA). Your inquiry was forwarded to my attention for review and response.You have two consolidated loans with PHEAA, Our records indicate both loans were disbursed on November 15, 2007. The first was disbursed in the amount of $20,901.09, and the second was disbursed in the amount of $22,453.24. As payments were not received consistently, your loan fell severely delinquent causing [redacted], your servicer, to submit a guarantee claim to your guarantor. As your guarantor, PHEAA purchased your debt on January 31, 2014. The total outstanding defaulted balance totals $75,758.50 as of the date of this letter. This consists of $60,613.21 in principal, $3,048.93 in interest and $12,096.36 in collection fees. Each of your consolidated loans carries a 6.750% fixed interest rate. Your account accrues approximately $336.27 in interest every thirty days.Per your inquiry, you indicated that you were under the impression your account was in forbearance. Upon review, your account has been in deferment or forbearance seven (7) times. Below is a chart of how your forbearances were applied.# Deferment/Forbearance Type Requested Effective Dates1. Forbearance Temporary Hardship 8/27/2008 - 12/28/2008 Forbearance2. Forbearance Temporary Hardship 01/27/2009-03/28/2009 Forbearance3. Forbearance Temporary Hardship 04/27/2009 - 08/28/2009 Forbearance4. Forbearance Temporary Hardship 09/27/2009 - 03/27/2010 Forbearance 5. Forbearance Temporary Hardship 04/27/2010 -09/04/2010 Forbearance 6. Forbearance Temporary Hardship 09/05/2010-06/09/2012 Forbearance 7. Forbearance Temporary Hardship 06/27/2012 - 02/26/2013 Forbearance Additionally, per a conversation on June 18th, 2013, you requested a Student Loan Debt Burden Forbearance be placed on your account based on receiving an income of $0. As you failed to return this form and ignored our attempts to contact you, your account exceeded 270 days delinquent and defaulted.Due to your failure to remit monthly payments, PHEAA assigned your account to [redacted]., an outside collection vendor, to assist you in resolving your outstanding debt Please contact [redacted] directly at ###-###-#### to satisfy your account or enroll in the Default Loan Rehabilitation program. If you choose to pay your account in full, please call [redacted]. to obtain an accurate payoff figure. If you choose to enroll in the rehabilitation program, your required monthly payment will be calculated based upon your Adjusted Gross Income (AGI) and family size or the completion of the Financial Disclosure. Form.If you choose to qualify for the rehabilitation program based upon your AGI and family size, please be prepared to discuss your three (3) most recent tax filings. Your monthly payment will be calculated by taking fifteen (15) percent of the amount by which your AGI exceeds 150 percent of the U.S. Department of Health and Human Services poverty guideline amount applicable to your family size and state of residence, divided by twelve (12). Additionally, you are required to provide a copy of your most recent tax filing to substantiate your AGI and family size. If you choose to qualify for the rehabilitation program based upon completing the Financial Disclosure Form, your monthly payment will be set at your total amount of available discretionary funds (income minus expenses). You must provide documentation of your listed income, however, documentation must only be provided to substantiate your expenses if they exceed the Internal Revenue Service's (IRS) allowable expenses. You are encouraged to compare your expenses to the IRS’s allowable expenses prior to completing your form by visiting http://www.irs.gov/Individuals/Collection-Financial-Standards. To aid in the expedient processing of your form, you are encouraged to include documentation for any expenses which exceed the IRS’s allowable expenses.The Default Loan Rehabilitation program 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 contingent upon a returned rehabilitation agreement letter. After successfully completing the rehabilitation program, we will request that the credit bureaus remove the prior loan default reported by PHEAA, Your account is considered rehabilitated after the completion of this process, not the remittance of your ninth payment. If monthly payments stop prior to the completion of this process, you must restart the qualification period.Since voluntary payments have not been remitted, you are risking the seizure of any federal funds you believe you are due. PHEAA sent you a letter dated August 13, 2014 advising you have 65 days to establish a satisfactory monthly payment to avoid this nonpayment consequence. Federal regulation 34 C.F.R. § 682.410(b)(6)(V) clearly states that a guaranty agency must attempt a federal offset against all eligible borrowers.If you have any questions, please contact our office toll-free at 1-800-233-0751. Representatives are available to assist you Monday through Thursday 8 am to 9 pm EST and Friday 8 am to 5 pm EST.Respectfully,Erica LCall Center Supervisor PHEAA Default Collections

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

From: [redacted]<[redacted]>

Date: Tue, Nov 18, 2014 at 3:27 PM

Subject: FW:

To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>

[redacted], here are fax send to Pennsylvania Higher Education Assistance Agency. I did communicate with them and they told me to send in these forms to set up a payment plan

[redacted] -

Review: American Education Services misapplied my student loan payment and my account now reflects delinquent status. They acknowledge they received my check on time but they misapplied the funds to one of my loans. They say they received and cashed my check but now they cannot find it to check and see if I gave special instructions to apply the payment to one loan instead of all my loans. Therefore, they have made me delinquent despite acknowledging receiving my payment on time and now they say they cannot verify it because they cannot find the check.Desired Settlement: I would like my account to reflect that I made my payment on time.

Business

Response:

November 14, 2014Dear [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 the following information will be of assistance.AES currently services two privately-insured Professional Education Program (PEPLN) Loans disbursed April 5, 2004 (Loan 1) and October 7, 2005 (Loan 2) on behalf of the holder, [redacted] ([redacted]). In addition, AES’ services one privately-insured Continuing Education (CELN) Loan disbursed April 12, 2006, on behalf of [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 other servicing activities.We understand form your inquiry that you have concerns regarding the application of the $129.51 check payment made by [redacted], AES received November 3, 2014. Based upon our review, AES’ records confirm that the check payment did reference your 10-digit AES account number and also referenced loan number 2 in the memo section of the check. As a result, AES correctly applied the $129.51 payment solely to Loan 2, as specified. For your convenience, AES enclosed a copy of the check (#[redacted]) payment for your review.As requested, you may be assured that AES reallocated the $129.51 payment to full satisfy the bill due November 6, 2014 for Loans 1-3, Please note that, if a payment is ever applied in a manner that you did not intend, you may contact AES and request that the payment be applied as you intended.To assist in simplifying the process of managing your student loan payments, you may wish to enroll in AES’ electronic payment service, Direct Debit. While enrolled in Direct Debit, AES deducts the monthly installment amount from your designated bank account on the due date. In addition, Loan Iwould qualify for a 0.25% interest rate reduction while you are enrolled in Direct Debit (the reduction is removed if Direct Debit is canceled), which would assist in reducing the overall cost of the loan. An enrollment form is enclosed for your convenience or you may enroll online through Account Access at www.aesSuccess.org. Upon submitting the enrollment form or enrolling online, please allow one or two billing cycles for the first debit to occur. Payments due prior to the first debit must be made by mail, online, or by telephone.At this time, the loans are current. The next installment on Loan 2 is due December 6, 2014 in the amount of $58,17. Loans 1 and 3 are paid ahead through the installment due December 6, 2014. Since the account reflects a current status at this time, no additional Servicing activities are occurring. You may be assured that no derogatory information has been submitted to the nationwide consumer reporting agencies for your educational loan account.If you have any additional questions, please contact our Customer Service Department at ###-###-####.Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly B. Assistant Vice President Graduate and Professional Services

Review: I sent AES a check for a student loan over 2 weeks ago. The check has been cashed by AES and deposited in their account. I called them and sent email a copy of the account showing the check cleared and also a copy of the check with the AES account number written in the memo area. I subsequesntly emailed them again about the same issue asking for response. I am being ignored by these peopel and it is ridiculous the way the y run their busienss. Meanwhile they have reported my son delinquent and I had to make an additional electronic payment to cover the $300 they have still not applied,

account # [redacted].

They also do not not clearly identify account numbers to the parents leaving off that information on letters sent to the cosigners.Desired Settlement: I want all the delinquents removed form my sons account at AES and I want the funds applied to the account. I want conformation from someone that this is being taken care of.

I think they jerk these kids around and then rape them them with late fee's and penalties when they shouldn't apply.

Business

Response:

December 5, 2014Dear [redacted]:Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of your son Jeffrey R, Leuschen5 s educational loan account. We trust that the following information will be of assistance.AES currently services a privately-insured [redacted] College Legacy Loan ([redacted]), disbursed August 28, 2007, on behalf of the owner, [redacted]. You are listed as the cosigner on the loan. As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed Credit Agreement. AES is required to perform billing, credit reporting, and other servicing-related activities.Thank you for completely conveying your concerns to our office. With your first inquiry we did not fully understand that the $300.00 payment received on October 30, 2014 had been applied to your Parent Loan for Undergraduate Students (PLUS) under account number [redacted]. As a result, we only referenced the payments that were recently posted to Jeffrey’s account on November 4, 2014 and November 5, 2014 and the delinquency that was reflected in October 2014. Please accept our apologies for the misunderstanding of your initial inquiry.After review of both your account and your son’s account, we found that the check for $300.00 received on October 30, 2014 (check # [redacted]) was inadvertently applied to the PLUS Loan on your account, rather than to the [redacted] Loan on [redacted]’s account, as you intended. You may be assured that, on December 4, 2014, we completed adjustments to have the $300.00 payment reapplied to your son’s account. In addition, we have requested that the 60-day delinquency reporting submitted for the [redacted] Loan for October 2014 be updated to paid as agreed. Again, we regret this discrepancy and any inconvenience experienced as a result of this matter.Additionally, please note that, as a result of the application of the $300.00 payment to [redacted]’s [redacted] Loan, the loan now reflects an advanced-payment status, with the installments due through February 6, 2015 fully satisfied and the installment due March 6, 2015 partially satisfied. If no additional payments are received for the [redacted] Loan until March 6, 2015, a partial installment of $43.28 will be due at that time. Although no payments are required for this loan until March 6, 2015, please note that interest will continue to accrue on a daily basis according to the Simple Interest. Furthermore, please note that, while no payments are currently required, you may remit payments at any time, which would assist in reducing the overall cost of the loan. No penalty would be assessed for satisfying the debt earlier than scheduled.At this time, your PLUS Loan is current. The next installment for this loan is due by December 18, 2014 in the amount of $178.15.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:

[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:They did not even address the issue of how they took a paymeny I sent in for my son on the delinquent account and chnaged the the account number over to an other account that we were paying that was current, and then paid ahead.I had my sons account number on the check and they wrote the otehr account number in and applied it to the account that was paid. This caused his payment again to processed through the credit system as deliquent again through no fault of ours.They also send me correspondence regarding my sons loan that I cosigned on and do not include the account number. I think this is a deceptive business practice and is not fair to the consumer. Then to change the account number oon a payment is illegal and they should be penalized for that.

Regards,

Business

Response:

November 24, 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 son [redacted]’s educational loan account, serviced by our office. Our files list you as the cosigner for the loan. We trust the following information will be of assistance.AES currently services a privately-insured [redacted] College Legacy Loan ([redacted]), disbursed August 28, 2007, on behalf of the owner, [redacted]. As the contracted thirdparty service provider, AES administers the loan in accordance with the terms of the signed Credit Agreement. AES is required to perform billing, credit reporting, and other servicing-related activities.By signing the Credit Agreement, you and your son agreed to be responsible for maintaining a current account status by remitting payments in a timely manner. If you, or your son, are unable to remit a full payment, you are required to maintain the account in a current status by applying for an available repayment option in a timely manner. When the account reflects a delinquent status, AES is required to send letters and attempt calls, which provides an opportunity for AES to offer repayment alternatives, as applicable. AES is also obligated to notify the nationwide consumer reporting agencies when the loan reflects a designated level of delinquency. As the result of insufficient/late payments, your [redacted] Loan was reported as 60-days delinquent in October 2014.AES understands that you are requesting a retraction of the unfavorable information reported to the nationwide consumer reporting agencies. Please be advised that, prior to the payments received on November 4, 2014 and November 5, 2014, the account reflected in arrears for the payments due August 6, 2014, September 6, 2014, and October 6, 2014 for a total of $324,36. As a result of insufficient payments and the absence of an application for any applicable repayment alternative, the loan exceeded 60 days of delinquency in October 2014. As a result, this unfavorable information was submitted accurately to the nationwide consumer reporting agencies.Therefore, the payments received on November 4, 2014 and November 5, 2014 satisfied the past-due installments due for August, September and October 2014, (totaling $257.46) in addition to the November 2014 installment. As there does not appear to be any dispute that the information sent by AES to the credit reporting agencies is accurate, AES cannot lawfully remove this reporting. However, to further assist you with your request, our office has forwarded your inquiry to the owner for review. This matter remains under review at this time. After a response is received, AES will notify you of the results in writing.At this time, your account is current and the next installment of $85.82 for the [redacted] Loan will be due by December 6, 2014.To eliminate any routing or payment application issues between this privately-guaranteed [redacted] Loan you cosigned for Jeffrey, and your own federally-guaranteed Parent PLUS Loan, both of which would be identified by the disbursement date and loan type in addition to your 10-digit I.D. number, you may wish to make your payments thorough your online account at our website, aessuccess.org. In addition to saving you postage, you can utilize this free service to choose the specific loan to which you would likeyour payment(s) applied.Another option, which would not only eliminate the difficulties you have been experiencing, but also save you money by posting the payments on or as close to the due date as possible, would be to utilize Direct Debit, our electronic payment program, The owner of [redacted]’s loan also offers a 0.700% interest rate reduction as an incentive for the utilizing this free service.To qualify, a borrower or cosigner must complete the Direct Debit application and return it to our office. For your convenience, we are enclosing a Direct Debit application, Should you wish to apply for this service, please complete and return the enclosed form to the address or fax number listed on the following page. American Education Services - Direct Debit P.O. Box 2057Harrisburg PA 17105-2057 Fax; ###-###-####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. It is a shame that they chose to ignore me in my 4 phone calls to try to straighten this out over the phone. I never received any help or follow up to my problem directly from AES. They are uncooperative and don't seem to care about the consequences for the people they are servicing. In reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Although their calculations on my fixed rate educational loan through PHEAA are correct, the business uses their website to make your life difficult and charge you extra fees and interest. When I told them that I didn't qualify for the grant program and that my grant would have to be repaid as a loan (I got a job out of state and didn't meet the requirements for completion), they proceeded to ignore the fact that my address had changed and instead sent all the information to a 3 year old mailing address. When I called asking them about late fees and interest accrual, they said that I was responsible for the fees because the information was available online. Fast forward to today, and they show a balance due on my bill, but it doesn't include interest. That is only shown on my online account. They use the excuse that the interest is calculated daily so they can't send you an accurate figure on a paper bill. They should be required to list everything that I owe on the bill they send me with a date on which the information is accurate. Every person doesn't have internet access, so to effectively hide their interest information from them is just wrong.