Pennsylvania Higher Education Assistance Agency

Review: My account was on derferment, in January AES listed my account as 120 late. I have tried numerous time to explain I was given no notice that the derferment had expired. After several attempts to resolve this matter and never having a late payment since the derferment I have asked AES to remove the late payment from the credit report. I feel since I was never notified the derferment expiring that AES should remove the derogatory remark from my credit report. I have made several attemps to resolve this situation with AES, I have been told since thy feel they did nothing wrong they will not remove or change the way they are reporting the account.Desired Settlement: I would like the negitive remark revoved from the account and with the credit reporting agencies.

Business

Response:

November 24, 2014Dear [redacted]:This letter is in regards to the inquiry we received from the Revdex.com (Revdex.com) regarding the status of your educational student loan account, serviced by our office. We trust the following information will be of assistance.AES services your federally-guaranteed [redacted] ([redacted]) Loans, disbursed on October 5, 1992 and November 1, 1993, and one federally-guaranteed Supplemental Loan for Students (SLS), disbursed November 25, 1992. AES services the loans based upon the terms of the promissory notes and federal regulations. Because AES is not the owner of the loans, it does not have the authority to alter or negotiate the terms of the respective promissory notes. AES is required to perform billing, credit reporting, and additional servicing-related activities.Based upon our review, your loan reflected a Temporary Hardship Forbearance status from September 25, 2013 through October 24, 2013. A letter advising you of the forbearance ending date was mailed to your attention on October 4, 2013. A copy of the letter is enclosed for your records.After the forbearance status, a monthly installment of $23.23 was due on October 25, 2013. However, a payment to satisfy this bill was not received in a timely manner. AES records confirm that a payment of $92.92 was subsequently received on February 4, 2014. This remittance retroactively satisfied the bills due from October 2013 through January 2014. As a result of the delayed receipt of the payment, the loan reflected a delinquency of at least 60 days on December 31, 2013 and January 31, 2014.AES records indicate that the unfavorable credit information was submitted accurately to the nationwide consumer reporting agencies in accordance with the Fair Credit Reporting Act (FCRA) as a result of insufficient payments. Since no servicing errors occurred, AES maintains the position that no credit retractions are warranted for this period.You may be assured that AES continues to administer the loans in accordance with the terms of your promissory notes and federal regulations. For your convenience, I have asked Research Specialist Joshua D[redacted] to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call Mr. D[redacted] directly at ###-###-####.For general assistance regarding your account, please call our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., Eastern Time.Sincerely,Shelly B. Assistant Vice President Customer Service Department

Review: This company harasses and threatens my cosigner and I when I am only 1 day late. I understand they have the right to call us when we are late on payment but there methods are rude and hostile. The call my cosigners work and make threats and promise to garnish her wages. They may call up to 8 times a day, every number we have provided them and leave threatening messages. I am in constant contact with this company and have always kept my word when making payments. They continue to harass us and do not hold up to any agreements they set forth at the beginning of the loan. They led us to believe they would work with us if we needed a forbearance or deferment at any time but now they refuse to offer either when we ask for some type of assistance. I do not avoid them in anyway and continue to make all my payments but they are relentless in their attempts to collect payment at any cost. The represenative will refuse to leave his name and employee number and when I call AES to get help with this issue they deny showing any such event on their computer system or even having my cosingers work number. Who do we go to about this when they refuse to help us? Are we just suppose to live with this harassment? I have had this loan for 7 years now and still have not made a dent in my principle amount. I do not want to live the rest of my life with these people breathing down my back or harassing us at work. If they cause us to lose our jobs then we really wont be able to pay them.Desired Settlement: They needed to be reminded of consumer rights and if they can not abide consumers need to be relieved of their business.

Business

Response:

Please see attached.

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:

AES addressed terms I am aware of. I understand collection attempts have to be made and I have read the terms of the private loans. However the manner in which their communications for payment requests made by them and their counterparts are delivered offensively, rude, and un called for. I will submit in writing to not be contacted verbally as I feel this is the only way to avoid the threats of garnishment after only a day of delinqency.

It seems that such harsh manner should be taken with someone who is not attempting to remit payments or to comply with the terms of te loan. NOONE should have to endure the calls at their place of work or home in that manner.. In conclusion, I do not accept this explanation because the issue was not addressed or acknowledged. Their needs to be a certain professional standard that is maintained when dealing with people and in this case it is lacking.

Regards,

.

Review: My son who was attending [redacted] College [redacted] from 2000-2005 was required to obtain financial support to attend this college in [redacted], Ohio. He was unaware that the student loans were private student loans from the [redacted]. He assumed these student loans were Federal. After he graduated College in 2005 he had unsuccessful attempts to find valuable employment in his field that he trained for. At the time he was in school in order to qualify for these loans he needed a cosigner. From 2005 to present he is only working part time in a restaurant and is earning less than 300 dollars a week Since I am a retired and disabled veteran of the Armed Forces, my income is substantial and I have other obligations to pay. Of the Private loan that I cosign the balance is approximately $2700.00 and American Education Services wants me and my son to pay approximately $362.00 a month. I have repeatedly try to obtain a lower payment of about $100.00 a month and AES does not want to accept that offer. They have threatened to turn this matter over to the credit bureau and to affect my credit as well as my sons credit as well. They continuously call and demand a payment for what they are asking for, and they continuously violate the Federal Fair Debt Collection Act under Title 10 of the US Code. I've already contacted the Federal Trade Commission regarding this matter and I'm ready to turn this unlawful practice over to the Attorney General's Office for the State of Florida for the practices and violation of the law which most common banks violate until the matter is brought to trial in a Federal Court. I would like these people to work with me in this matter or I'm ready to challenge this matter in Federal Court and let a Federal Magistrate decide on this case. Thank You!Desired Settlement: Lower the payment to $100.00 a month until the debt is paid off and no notices to the 3 Credit Bureau's affecting my credit or my son's until he has successfully found suitable employment in his field that he was trained in.

Business

Response:

October 24, 2014Dear [redacted]:This letter is in regards to the inquiry from the Revdex.com (Revdex.com) regarding the status of the privately-insured student loan you cosigned on behalf of [redacted], serviced by our office. We trust the following information will be of assistance.AES services one Alternative Undergraduate Program (ALPLN) Loan, on behalf of the owner, [redacted] ([redacted]). AES administers the loans based upon the terms of the signed Credit Agreement. AES is required to perform billing, credit reporting, and additional servicing activities. We understand that you are having difficulty with making the required monthly payment, and that you are seeking a more manageable repayment plan. As much as possible, we wish to assist you in establishing repayment arrangements that are ideal for your financial situation. However, the monthly payment must be calculated to ensure that the referenced loan is paid in full within the terms required by the Credit Agreement; therefore, AES is unable to comply with your request to reduce the monthly installment to $100.00 per month. AES is only able to offer repayment options for the privately-insured loans that are authorized by [redacted].Based upon our review, AES’ records confirm that you and [redacted] previously utilized the full amount of time available on the Modified Graduated Repayment Schedule (MGRS). The MGRS temporarily reduced the required monthly payments but did not extend the repayment term. As you may recall, the MGRS offered 24 months of reduced monthly installments (a 50% payment reduction for the first 12 months and payments totaling the 31-day interest amount for the subsequent 12 months). Following the 24 months of reduced payments, the loans returned to a Level Repayment Schedule with monthly payments calculated to ensure all accrued interest and the principal balance is satisfied within the remainder of the repayment term. This means the monthly installment amounts are higher than the monthly installment prior to utilizing the MGRS.AES’ records confirmed that you and [redacted] utilized eight months of the cumulative maximum amount of 12 months of Temporary Hardship Forbearance allowed by [redacted]. During periods of such forbearance, which for this loan may be applied in 3-month increments, the monthly payment obligation was temporarily postponed. However, as during deferment periods, interest would continue to accrue on a daily basis and all unpaid accrued interest would capitalize and increase the respective loan balance at the end of the forbearance. If you and the borrower would like to apply for forbearance, you and [redacted] may complete the enclosed forbearance application and return it to AES.The current principal balance for the ALPLN Loan is $2,560.58. The current monthly installment is $219.25, which is due on the 3" of every month, Based upon the current repayment terms the loan is scheduled to be paid in full following the receipt of the installment due on November 3, 2015. Because AES is not authorized to reduce the current monthly installment, we are required to continue to bill the referenced amount until the loan is paid in full.We have also reviewed your concerns regarding the information AES provides the nationwide consumer reporting agencies, and your claims that you are continuously being contacted by AES and that AES is in violation of the Federal Fair Debt Collection Practices Act.AES is obligated to notify the nationwide consumer reporting agencies on a monthly basis regarding the status of the ALPLN Loan. Furthermore, when an account reflects a designated level of delinquency, AES is required to report unfavorable information to the nationwide reporting agencies. AES’ records confirm that no unfavorable information has been reported consumer reporting agencies with respect to the ALPLN Loan.As part of its additional servicing activities, AES is generally required to notify the borrower and cosigner of the account’s delinquent status by sending letters, generating emails, and attempting telephone calls. These activities commence as long as your account remains in a past due status. This process also provides an opportunity for AES to offer repayment alternatives, when applicable.The loans’ owner/insurer may also contract with outside collection agencies to assist in resolving the delinquency on an account. The owner/insurer may contact the borrower directly, or it may use a collection agency to assist in obtaining payment for the delinquent amount. Therefore, you and [redacted] may receive collection communication from various offices. Please note that these outside collection calls are not made under the jurisdiction of AES. AES representatives will always identify themselves and the nature of the telephone call.Our legal counsel has reviewed the Federal Fair Debt Collection Practices Act, Public Law 95-109 (15 U.S.C.A. Section 1692a et seq) as it pertains to us. The Federal Fair Debt Collection Practices Act applies to “debt collectors" (15 U.S.C.A. Section 1692a (6)). The term debt collector does not apply to any employee of a state to the extent that collecting or attempting to collect any debt is in the performance of his/her official duty (15 U.S.C.A. 1692 (a)(6) (c)), or collecting or attempting to collect any debt which was not in default at the time it was obtained by such person (15 U.S.C.A. 1692 (a)(6) (G)).For your convenience, I have asked Research Specialist Joshua D[redacted] to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call Mr. D[redacted] directly at ###-###-####. For general assistance regarding your account, please call our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., Eastern Time.Sincerely,Shelly B.Assistant Vice President Graduate and Professional Services

Review: My complaint is in regards to a payment remitted on my behalf through a third party financial organization called "[redacted]." The payment was dues on April 7th, 2014. [redacted]) remitted payment to AES on March 27th 2014 but accidentally sent it with the worng account number. The account number [redacted] sent was [redacted] instead of [redacted]; in othe rwords [redacted] left out one "3." Once I noticed AES wasn't applying any money to my account I immediately contacted them. They claimed they never received payment. I then immediately contacted [redacted] and discovered they had sent it to the wrong account number. AES then claimed that the money was in a "suspense account," and if I could send proof of payment from [redacted] with the amount of money they sent from my bank with the account number they sent it to, they could apply the money to my account. [redacted] sent me the the proof of payment, and I then forwarded it to AES. I was told that I would see the money applied within seven to ten business days. Ten business days came and went, and nothing was done. So I followed up again and they said they never received the email. I sent the email again and faxed it (I have copies of both correspondence) and followed up 48hours later. They told me they received it and it would take an additional 7-10 business days for it to process. Well again, nothing was payed to my account in ten business days so I called. AES again said they needed more info. At that point I also was told I was losing my borrower payment interest reduction incentive for be "delinquent." Today, I finally spoke with someone at AES who told me the payment was refunded on 4/24/14 to [redacted]. She then said she couldn't guarantee I would receive the interest reduction but would submit a request for it to be reviewed. This whole process took over a month and payment still hasn't been applied to my account. I also not only made my payments on time, but they were more than what was due.Desired Settlement: I would like AES to honor that I payed them on time through [redacted]). AES has documentation that the payment was received but placed into suspension due to the incorrect account number. They were able to find the money from the wrong account number so I know they can see that payment was made before the due date. I am asking that AES honor the borrower incentive program as I am a loyal borrower and pay not only on time but also more than what is due.

Business

Response:

May 20, 2014Dear [redacted]:This letter is in response to your inquiry (ID# [redacted]) regarding the status of [redacted]s educational loan account serviced by our office. We trust that the following information will be of assistance.A comprehensive review of the account has been completed. A copy of our response letter is enclosed for your review. We trust that the letter addresses the concerns brought to our attention.We trust this information is sufficient for your needs. If you have any questions or concerns, pleasecontact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from :30 a.. to :00 pm., ET.Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I truly appreciate your assistance. I feel that the Revdex.com is out to protect consumers against businesses who feel they can do what they want without repercussions. Thank you so much.

Regards,

Review: I took a college loan from another company that was bought out from this company. When this company took control they never sent me any terms of the new loan that they bought. After making payments for a year they decided to double the amount I was paying without warning claiming that it was in their loan agreement and that they were allowed to double it every year.

The company begins harassing phone calls before the loan is even due even at all hours of the night and everyday of the week.

The do not call me and I am the primary loan holder. They call the co-signer and never make me aware of anything going on with my loan. They have even began calling my step mother and other family members multiple times a day that have nothing to do with the loan and have been giving them private information about me and my loan. Even after people have told them to stop they continue the harassment.

On several occasions me and my cosigner have requested hard copies of the loan to include all information such as balance, interest and all prior bills and they state that it is not their policy to send that information to me. I have filled out the written request on several occasions and sent it to them and still have not received the requested information. I have tried for over a year to get my information from them.

They try to make me pay several months in advance when they have me on the phone, the are rude and have actually cursed at me on the phone and degraded me. When I tell them that their practices are illegal or that I am recording the conversation they hang up on me.Desired Settlement: I would like copies of all of my account activity from the beginning and I would like them to stop contacting family member and friends that have nothing to do with the loan. I also want my original terms back on the loan when I originally signed my loan before they bought it out.

Business

Response:

November 14, 2014Dear [redacted]:Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com (Revdex.com) concerning the status of your privately-insured educational loan account. We [redacted] the following information will be of assistance,AES services one Alternative Undergraduate Program (ALPLN) Loan on behalf of the loan’s holder, [redacted] ([redacted]), AES administers the loan in accordance with the terms of the signed Credit Agreement, a copy of which is enclosed. AES is required to perform billing, credit reporting, and other servicing related activities.The chart below details the loan.Disbursement Date Loan Program Original Principal Balance Current Principal BalanceApril 17,2007 ALPLN $16,042.78 $21,652.95**The current principal balance is higher than the original principal balance as a result of interest capitalization.The above-referenced loan was disbursed by the original owner, [redacted] ([redacted]), to assist in your educational endeavors at [redacted] Community College for the school term beginning January 1,2007 through May 1, 2007. Effective June 14, 2007 the loan was sold to [redacted]. Transfer of ownership of the loan, did not in any way affect or alter the terms of the Credit Agreement that you and your cosigner, [redacted], agreed to. AES has continuously serviced this loan from the date of disbursement.In your Revdex.com inquiry you stated that “after making payments for a year they decided to double the amount I was paying without warning claiming it was in their loan agreement and that they were allowed to double it every year.” We have carefully reviewed our records and have been unable to find anything that substantiates this claim. To the contrary, our records reflect that when your loan entered repayment it was initially disclosed on a Level Repayment schedule with the first installment of $132.96 due March 13, 2011. Later, it was determined that this payment amount was not sufficient to pay the loan in full by the end of the term, so effective with the December 13, 2011 due date, the payment was redisclosed to $137.16.Although you indicated that the payment amount doubled after one year, our record confirms that the opposite is actually the case. Pursuant with your request, the loan was redisclosed on a Modified Graduated Repayment Schedule (MGRS), with a reduced monthly installment of $69.33, effective with the payment due January 13, 2012. This payment was approximately one-half of the previous monthly installments.As you may recall, the MGRS program offers three levels of repayment. The initial 12-month period provides reduced payments approximately equal to 50% of the regular monthly principal and interest payment amount. The second 12-month period provides an installment equal to the 31-day interest amount. For the remainder of the repayment term, the monthly installment will return to a Level Repayment Schedule to satisfy principal and interest.It is important to consider, that the repayment schedules for your loan were interrupted when your loan was approved for forbearance and deferment periods. The following chart provides details regarding the deferments and forbearances that have been used to postpone payments.Deferment or Forbearance Type Effective Begin Date Effective End DateTemporary Hardship Forbearance December 1,2011 December 31, 2011In-School Half-Time Deferment August 20, 2012 August 26, 2012In-School Half-Time Deferment August 27,2012 October 16,2012Temporary Hardship Forbearance November 1,2012 February 28, 2013The following chart reflects the repayment schedule history for the loan.Repayment Schedule Type Installment Amount Effective Beginning DateLevel Repayment $132.96 March 13, 2011Level Repayment $137.16 December 13, 2011 MGRS $69.33 January 13, 2012 MGRS $72.08 December 13, 2012 MGRS $89.06 July 13,2013 MGRS $154.21 June 13, 2014Level Repayment $154.54 August 13, 2014We understand that you are requesting for us to refrain from contacting you and the cosigner regarding the status of the loan. AES is required to notify the borrower and cosigner of the account’s delinquent status by sending letters, generating emails, and attempting telephone calls. This process also provides an opportunity for AES to offer repayment alternatives, when applicable.The loan’s owner/insurer may also contract with outside collection agencies to assist in resolving the delinquency on an account. The owner/insurer may contact the borrower and cosigner directly, or it may use a collection agency to assist in obtaining payment for the delinquent amount. Therefore, you and [redacted] may receive collection communication from various offices. Please note that these outside collection calls are not made under the jurisdiction of AES. Importantly, please also note that AES will not make calls to you regarding the delinquent status if the loan’s owner/insurer is also contacting you directly about a loan or has directed a loan to a third party collection agency. AES representatives will always identify themselves and the nature of the telephone call.AES is a division of the Pennsylvania Higher Education Assistance Agency (PHEAA), an agency of the Commonwealth of Pennsylvania. In our capacity as a servicer, AES has the duty to collect student loans. We are not a debt collector under the Fair Debt Collection Practices Act. Based on these findings, our office is required to contact the borrower and cosigner as long as the loan is delinquent.In your Revdex.com inquiry, you indicated that you have repeatedly requested information regarding financial activity for the loan and have either been told that the information is not provided, or have been told the information will be sent, yet you have not received the requested information. Pursuant with your inquiry we have enclosed a statement of account, which details the complete financial transaction history for the loan. Also, as previously referenced in this letter, we have enclosed a copy of the Credit Agreement and Disclosure Statement.Presently the loan is past due from October 13, 2014 in the amount of $159.08. We encourage you to remit payment to maintain a current status. If you are having difficulty making the payments, please contact our office to discuss alternate repayment options.If you have any additional questions, you may call our Customer Service Department at ###-###-####. Our loan counselors are available Monday through Friday from 7:30 a.m. through 9:00 p.m. Eastern Time.Sincerely,Shelly B.Assistant Vice President Graduate and Professional Services

Review: While checking my monthly credit report, it was discovered that I had a 60 day past due payment from this company. This is a student loan from 2008. Since taking out this student loan in 2008. I was never informed that payments were due. This agency made no attempt to contact me. Upon inquiring about this loan repayment, the representative informed me that this company did infact send me a notice in September of 2012 however,I never received it, and I was actually enrolled in a graduate program thru [redacted] University; in which my loans would still be deferred. Despite this company's claims of informing me that they did contact me. I never received an email letter or phone call. I provided references when I applied for this student loan, and none of my references were contacted, regarding any upcoming or overdue bills. I have multiple student loans and they have been paid ontime flawlessly. I did submit them full payment for the past due amount, but they have shadey business practices in which they just tarnish someone's credit report by reporting something late, that the individual did not even know existed. This company provided me with a student loan back in 2008 however, they no longer practiced furnishing student loans by the second semester(Jan.2009) as my college informed me, so I was furnished with another resource for my student loans, which are being paid ON TIME thru [redacted]. I want them to fix my credit report, because this is their error of billing an individual, and not even informing them that payment is due. All other student loans have been paid on time, but how can I pay for something that I did not even know existed until I checked my credit report. They did not report my credit at 30 days, they reported it at 60 days. I work hard to make my payments on time, and now despite all of my efforts to keep my credit in good standing, this company cost me 19 points because of their negligence.Desired Settlement: I want this company to take that deliquency off of my credit report. It is not fair that they can be so irresponsible yet,my reputation becomes tarnished.

Business

Response:

June 13, 2014Dear [redacted]:This letter is in regards to the inquiry AES received from the Revdex.com (Revdex.com) and the Consumer Financial Protection Bureau (CFPB) regarding the status of your educational loan account. Because the CFPB does not have authority with respect to the type of complaint that you filed with its office, we are responding directly to you. We trust that the following information will be of assistance.AES services your federally-guaranteed [redacted] Loans ([redacted]) disbursed on October 6, 2008 and October 9, 2008 on behalf of the owner, [redacted]. As the contacted, third-party service provider, AES performs billing, credit reporting, and additional servicing activities. We understand that you are disputing the unfavorable information that had been submitted to the nationwide consumer reporting agencies in April 2014.Based upon our review, your loans transferred to AES from the previous servicer, [redacted], on September 18, 2012. A copy of the September 26, 2012 letter detailing the transfer is enclosed for your review.When the loans transferred to AES, they reflected an inschool status through November 21, 2012. Based upon the enrollment certification provided by your school, your loans entered a six-month grace period that extended through May 21, 2013, Your first monthly installment was due on June 19, 2013. However, following the receipt of updated enrollment certification, repayment was further postponed on your account from June 19, 2013 through January 20, 2014.After these statuses, a monthly installment of $89.79 was due on February 19, 2014. However, a payment to satisfy this bill was not received at that time. AES records confirm that a payment of $365.95 was subsequently received on May 13, 2014, This remittance retroactively satisfied the bills due from February 19, 2014 through May 19, 2014. As a result of the delayed receipt of the payment, both loans reflected delinquencies of at least 60 days on April 30, 2014.AES records indicate that the unfavorable credit information was submitted accurately to the nationwide consumer reporting agencies in accordance with the Fair Credit Reporting Act (FCRA) as a result of insufficientlate payments. Therefore, AES determined that no credit changes are warranted for this period. In light of your request, AES elevated your inquiry to [redacted] for review. However, [redacted] has not authorized AES to change the information submitted to the nationwide consumer reporting agencies in April 2014 as the owner must also adhere to the requirements of the FCRA.You indicated in your inquiry that AES made no effort to notify you that the loans had entered repayment or that the account was in a pastdue status. Contrary to your claim, AES servicing records indicate that a letter advising you of the changes to the account status was mailed to the address on file on January 22, 2014. Also, a monthly installment was mailed 20 days prior to your due date every month. Copies of the letter and monthly billing statements are enclosed for your records.You also indicated that AES should have attempted to contact the references that you provided at the time the loans were originated regarding the accounts status. Please note that AESprivacy policy prevents the sharing of account details with any individual that is not authorized on your account. Although an individual may be listed as a reference, a person is not authorized until you complete and return AES’ Authorization for Release of Information form. For convenience purposes, the applicable form has been enclosed.We regret that we are unable to resolve this matter to your complete satisfaction. However, you may be assured that AES continues to administer the loans in accordance with the terms of your promissory note and federal regulations. For your convenience, I have asked Research Specialist [redacted] to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call **. [redacted] directly at ###-###-####. For general assistance regarding your account, please call our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.. to 9:00 p., Eastern Time.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: You are just repeating a bunch of useless information that was already established. You are also making a few false statements to discredit me. I am aware that I took out a loan in 2008. I am not disputing that. The bottom line is YOU DID NOT INFORM ME! You did not send me a letter, an email a phone call NOTHING. The only way that I found out was because I check my credit rating every month. I have a student loan that is being handled thru [redacted]. I have never made a late payment. I have a student loan thru [redacted] I have almost paid that off. I did not even know you existed. Also, to prove you are falsifying information. In one of your recorded phone calls, you will hear a very nervous stuttering gentlement who works for your company, inform me that you made contact with me in September of 2013. In September of 2013 I was enrolled, and actually still enrolled in a Nurse Practitioner program. I am willing to pay my debt. I have no problem with that. What I do have a problem with, is you destroying my reputation as a consumer. You have set me up for failure. My credit rating dropped 45 points. At first I thought it was only 19 points, but still A LOT. I then realized it did not drop 19 but a whopping 45 points. Do you think that is fair? Do you think that this is the right thing to do, to somoene who is willing to pay off their debts for their student loans? You have really caused a lot of problems for me personally and professionally due to your negligence. I have reported you to the FTC as well. I want my good name restored. I worked hard to earn it. You need to fix this problem. You also need to listen to your recorded conversations that inform me that someone contacted me 9 months ago. Which they did not . [redacted]

Regards,

Business

Response:

June 13, 2014Dear [redacted]:This letter is in regards to the inquiry AES received from the Revdex.com (Revdex.com) and the Consumer Financial Protection Bureau (CFPB) regarding the status of your educational loan account. Because the CFPB does not have authority with respect to the type of complaint that you filed with its office, we are responding directly to you. We trust that the following information will be of assistance.AES services your federally-guaranteed [redacted] Loans ([redacted]) disbursed on October 6, 2008 and October 9, 2008 on behalf of the owner, [redacted]. As the contacted, third-party service provider, AES performs billing, credit reporting, and additional servicing activities. We understand that you are disputing the unfavorable information that had been submitted to the nationwide consumer reporting agencies in April 2014.Based upon our review, your loans transferred to AES from the previous servicer, [redacted], on September 18, 2012. A copy of the September 26, 2012 letter detailing the transfer is enclosed for your review.When the loans transferred to AES, they reflected an inschool status through November 21, 2012. Based upon the enrollment certification provided by your school, your loans entered a six-month grace period that extended through May 21, 2013, Your first monthly installment was due on June 19, 2013. However, following the receipt of updated enrollment certification, repayment was further postponed on your account from June 19, 2013 through January 20, 2014.After these statuses, a monthly installment of $89.79 was due on February 19, 2014. However, a payment to satisfy this bill was not received at that time. AES records confirm that a payment of $365.95 was subsequently received on May 13, 2014, This remittance retroactively satisfied the bills due from February 19, 2014 through May 19, 2014. As a result of the delayed receipt of the payment, both loans reflected delinquencies of at least 60 days on April 30, 2014.AES records indicate that the unfavorable credit information was submitted accurately to the nationwide consumer reporting agencies in accordance with the Fair Credit Reporting Act (FCRA) as a result of insufficientlate payments. Therefore, AES determined that no credit changes are warranted for this period. In light of your request, AES elevated your inquiry to [redacted] for review. However, [redacted] has not authorized AES to change the information submitted to the nationwide consumer reporting agencies in April 2014 as the owner must also adhere to the requirements of the FCRA.You indicated in your inquiry that AES made no effort to notify you that the loans had entered repayment or that the account was in a pastdue status. Contrary to your claim, AES servicing records indicate that a letter advising you of the changes to the account status was mailed to the address on file on January 22, 2014. Also, a monthly installment was mailed 20 days prior to your due date every month. Copies of the letter and monthly billing statements are enclosed for your records.You also indicated that AES should have attempted to contact the references that you provided at the time the loans were originated regarding the accounts status. Please note that AESprivacy policy prevents the sharing of account details with any individual that is not authorized on your account. Although an individual may be listed as a reference, a person is not authorized until you complete and return AES’ Authorization for Release of Information form. For convenience purposes, the applicable form has been enclosed.We regret that we are unable to resolve this matter to your complete satisfaction. However, you may be assured that AES continues to administer the loans in accordance with the terms of your promissory note and federal regulations. For your convenience, I have asked Research Specialist [redacted] to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call [redacted] directly at ###-###-####. For general assistance regarding your account, please call our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m, Eastern Time.Sincerely,

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: First of all I did not EVER open any sort of account, or apply for any student loan what so ever, with any company entitled AES. Next I would like t reiterate the fact that during my first semester of undergraduate school in 2008 [redacted], my lender of choice stopped furnishing student loands. Six years later I start paying back my student loans, on time monthly. Since I never EVER received any correspondence from your agency, how was I possibly to know of your existence. Funny how I received all of my other loan information, and have not missed a beat. Funny how I relocated from Texas to another Address in Texas; To Germany and then New York, and chaged my address thru the post office with every relocation. Funny how Every bill, credit card, post card, catologue and piece of junk mail made it to all of my new addresses however, yours never made the cut. Coincidence? I think not. I think that you have a very shady business practice, in which you go out of your way to destroy an individuals credibility. I will not consider your denial now or ever. I will contact an attorney, because I have more substantial evidence of your poor practices, and lack of communication to your consumers, than your mere accusations of my lack of responsibility in the matter.

Regards,

Review: My wife had lost her job and we have a spousal loan consolidation. As soon as I found out about her job I knew we would struggle with the payment. I contacted the lender right away and filled out paperwork to defer payments. It was rejected because I still had my job and we had exhausted our deferments. I called to see if there was anything I could do as I knew we would quickly fall behind and I did not want to default or have my wages garnished. Once my wife was employed again I even asked if there was any way just to start making my payments again but bring the account up to date. They refused. I resorted to having to hire a service who specializes in this so from June 2013 until today when it was finally resolved my loan went into default and I now have a $25,000 penalty and it has pretty much ruined my credit. Today I start to rehab my loan for the next 7 months to get it back in good standing. The resulting payment is what I had originally asked for. Had they worked with me directly I would not have had to pay $400 to another company and I would not be in default. My credit is now shot and my balance sky rocketed. I feel this could have been avoided and it is unethical now that I have this larger balance hanging over my head.Desired Settlement: I would like an acknowledgement that this could have been handled better. I understand my obligation with a government issued loan but the rules under the type of consolidation we have make it very difficult should a situation arise out of our control. In this case the elimination of my wife's position. I did not try to hide from my debt but was hopeful for an outcome that would not have damaged our credit so much plus the four hundred to have somebody fight my battle for me to get me to the same outcome I asked for last summer.

Business

Response:

February 20, 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 [redacted]’s educational loan account. You are listed as the co-maker on the loan. We trust that the following information will be of assistance.

AES previously serviced both subsidy portions of your Federal Spousal Consolidation Loan disbursed on December 12, 2005 on behalf of the owner, [redacted] - 1. As the former contracted, third-party service provider, AES administered the loan in accordance with the terms of the signed promissory note and federal regulations. AES was required to perform billing, credit reporting, and other servicing related activities.

It is important to know that both the husband and wife are equally responsible for the repayment of a Spousal Consolidation Loan. One of the parties is listed as the "main" borrower and the other is listed as the co-maker. Requests for deferments or forbearances may only be approved if both the borrower and co-maker qualify. The requests may be for the same or different types of deferments or forbearances.

As you may recall, AES received two Unemployment Deferment requests from [redacted] on July 5, 2012 and August 22, 2012. Since AES did not receive any Unemployment Deferment requests from you, both requests were denied and denial letters were mailed explaining the situation. AES records confirmed that the account reflected on a reduced repayment plan. In addition, you and [redacted] had maximized all the available time of the Temporary Hardship Forbearance.

Therefore, as a result of non-payments/late payments the loan previously defaulted from AES’ servicing system and transferred to our guarantee division effective October 18, 2013. You may contact its office directly at ###-###-####.

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

Sincerely

Review: I called in to have my student loan in forbearance and was told it is for 2 months at a time and I could do it for 3 times totaling 6 months. When I sent the 2nd request in was told I was told miss information from the representative. So since I couldn't afford the full payment I was told I could do interest only and wouldn't owe a payment until November. Now I am told that was incorrect information and I owe the past due for October (full amount) and November (my reduced payment). Asked to talk to a supervisor who told me they would have to pull the recording if it was recorded to verify what I was I told or nothing could be done to get rid of the October payment due. I would get a letter in mail within 7 - 10 days. Called 14 days later since no letter received and was told there was no recording (big surprise). So now I owe all this money and have no way to catch up being on limited unemployment income. Now this will affect not only my credit but my parents as cosigners. I am not happy and want this resolved. I am doing my best to work with them but they keep lying to me (giving false information) and I am at my end of calling in for help as they are no help! I was also told pay a little each week to catch up. Not possible if my interest is over 2 dollars a day and I can only pay 10 dollars a week.Desired Settlement: I want this late payment removed from credit reports and removed from being due as I was told it would be. For all the miss information and harassing calls I get and my parents get I want a reduction in my interest rate. Since it is your representatives fault I am behind right now. Not mine I have been paying on time with a little extra each month until I was laid off. I have given you no reason to doubt my commitment to pay. Now you act like I am lying and cheating to get out of paying this!

Business

Response:

November 12, 2013

Dear **. [redacted]:

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

AES currently services the Alternative Undergraduate Program Loan (ALPLN) disbursed December 31, 2007 on behalf of the owner, [redacted]. ([redacted]). AES must administer the loan in accordance with the terms of the signed Credit Agreement. As a result, AES is not authorized to reduce the standard variable interest rate in effect on your loan.

AES’ records confirm that you contacted our office on September 26, 2013 and verbally requested the Modified Graduated Repayment Schedule (MGRS). The MGRS assists customers by temporarily reducing the required monthly installment for a 24-month period. On October 3, 2013, AES approved your request for the MGRS effective with the installment due November 7, 2013. However, you still remained due for the outstanding, non-delinquent installment due October 7, 2013 under the previous Level Repayment Schedule. In addition, because the account was past due for the September 7, 2013 bill at the time of your request, AES retroactively applied an Administrative Forbearance to the account from September 1, 2013 through September 30, 2013 to satisfy the delinquency for only that month. Letters confirming the approval of the MGRS, new repayment terms, and the application of the Administrative Forbearance were sent to you on October 3, 2013, copies of which are enclosed.

We understand that you may have experienced some confusion with your responsibility to remit October 7, 2013 installment. As informed by the AES loan counselor when the MGRS was requested, if you qualified for a period of forbearance, it would be applied to satisfy the delinquent amount. Because the September 7, 2013 installment was the only delinquent bill existing on your loan at the time, AES was only authorized to apply forbearance status for that month. As a result, you remained responsible for the $101.10 installment due on October 7, 2013.

As stipulated in your signed Credit Agreement, you and the cosigner are equally responsible for maintaining a current account status by remitting payments or by applying for a repayment alternative in a timely manner. Although your account reflects a delinquent status from October 7, 2013 for $97.41 (with $2.31 in assessed late fees), no unfavorable credit information has been submitted to the nationwide consumer reporting agencies at this time.

As result of the delinquent status, however, AES is required to conduct additional servicing activities, including attempting telephone calls, sending letters, and generating emails to you and your cosigner, Darwin Yager. These activities will continue until the loan is restored to a current status. Please understand that [redacted] may also contact you and the cosigner directly, or it may use a collection agency to assist in obtaining payment for the delinquent amount. Therefore, you and the cosigner may receive collection communication from various offices. Please note that calls from outside collection agencies are not made by AES. AES representatives will always identify themselves and the nature of the telephone call.

We understand that you feel that you as though you were misinformed regarding the amount of time you could utilize under the Temporary Hardship Forbearance. Contrary to the information contained in your inquiry, AES has no record of an AES representative advising you that you may request a two-month period of forbearance three times to equal a six-month continuous forbearance status. Furthermore, the eligibility criteria for the forbearance, described below, were relayed to you during the telephone conversation with our office on June 3, 2013.

Although [redacted] offers a cumulative maximum of 12 months of Temporary Hardship Forbearance, it may only be approved and applied in 2-month increments and must bring the loan current. Furthermore, your most recent request for Temporary Hardship Forbearance received on August 13, 2013 was denied because you did not meet the eligibility criteria described below.

• The loan must be in repayment status for at least nine months. The borrower/cosigner is required to have satisfied at least nine, full monthly installments.

• The loan must not be more than 59 days delinquent at the time of the forbearance request.

• Twelve (12) full monthly payments must be made between forbearance requests.

• The borrower cannot be granted more than two Temporary Hardship Forbearance requests in a five-year period.

• A signed forbearance form is required.

During periods of forbearance, your obligation to make your required monthly installment payments is postponed; however, interest continues to accrue on a daily basis, and any unpaid interest will be capitalized (added to the principal balance) at the end of the forbearance period. At this time, four months of Temporary Hardship Forbearance remain of the cumulative 12 months. However, you must meet the eligibility criteria listed above before you may be granted an additional period of forbearance.

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

Sincerely,

Review: Since July 2013 I have filled out and faxed and then mailed the IBR recertification paperwork. AES contacted me in July to recertify. It required me to end my unemployment deferment and fill out the recertification paperwork. Since July I have sent the company my recertification paperwork 5 times. I have responded to every request for information via both fax and hard copy. As of October 4, 2013, my paperwork has not been processed and my next payment is scheduled at 50% of my income (not even my AGI). I cannot get AES to process my forms. I am still eligible for IBR. I want to pay my loans and not default but they are leaving me no choice. I have a family of 4 and I will make approximately $11,000, for return year 2013.

When I attempt to call, I stay on hold for so long that I could lose my job. the last correspondence I received again refused to process my paperwork or respond to my last inquiry because my email did not contain information that was not requested and not listed as required. I have supplied this too and still not heard anything. I receive almost weekly emails from AES stating that they have received my paperwork and will process it within 10 days and the paperwork is never processed. It has been well over 3 months trying to get one simple form processed.Desired Settlement: AES must process my IBR recertification and adjust my payment in accordance with the law. I would also like a letter stating that paperwork will be processed in a timely manner from now on.

Business

Response:

October 15, 2013

Dear **. [redacted]:

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

AES currently services the subsidized (SUBCNS) and the unsubsidized (UNCNS) portions of your Federal Consolidation Loan on behalf of the owner, [redacted]. ([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. This loan is further detailed in the chart below.

We understand from your inquiry that you have had difficulty reapplying for the Income-Based Repayment (IBR) plan after the loan transferred to AES for servicing effective June 7, 2013. Contrary to the allegations in your inquiry, AES has processed each of the IBR applications received. However, AES was unable to approve several of your previous applications, as detailed below.

The first four IBR applications were received on June 7, 2013, July 4, 2013, July 19, 2013, and August 5, 2013, respectively. Due to the complexity of the IBR application process, please note that it may take more than 10 business days to process an IBR application. Our records indicate that the first application was processed on June 28, 2013; the second and the third applications were processed on July 24, 2013; and the fourth was processed on August 28, 2013. These requests were denied because you did not provide a copy of either your 2012 tax return or documentation showing that you had filed for an extension for your 2012 tax return. We regret any conflicting information you may have received regarding the amount of time it would take to process your IBR applications.

After each application was processed, letters were generated to advise you of the reasons for the denials. Because you had elected to use the electronic correspondence (e-corr) feature, these denial letters were not mailed to you through the U.S. postal service. Instead, emails were sent to notify you that the documents were available to view through the paperless inbox feature of your online account. For your records, our office has enclosed copies of the denial letters generated on June 28, 2013, July 24, 2013, and August 28, 2013.

AES received your next three IBR applications on September 9, 2013, September 24, 2013, and October 1, 2013, along with all of the required documentation. AES processed these applications on October 8, 2013. As noted in our email from October 9, 2013, your IBR request was approved. As a result, AES was able to reduce your monthly installment to $370.94, beginning with the payment due November 11, 2013, and to apply a forbearance period to the account to cover any outstanding bills due prior to November 11, 2013. Consequently, the account reflects a current status. You may rest assured that your account has not been reported unfavorably to the nationwide consumer reporting agencies and that no late fees have been assessed. We regret any inconvenience or confusion that you may have experienced as a result of this situation.

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

Sincerely,

Review: I applied for deferment on my loans and the representatives 5 times have told me not to pay the bill. Now I get a letter stating I'm delinquent 14 days and I need to pay. I asked if this is reported on my credit report and they said they cannot disclose that information. I filled and they have received the correct paperwork. I am now forced to pay a bill I was told not to pay 5 times.Desired Settlement: I wish my payment to be returned and any negative credit reporting to be removed. I have never missed a payment and I have and 808 credit score.

Business

Response:

September 3, 2013

Dear **. [redacted]:

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

AES currently services your four subsidized [redacted] Loans disbursed on March 14, 2006, August 31, 2006, August 30, 2007, and April 4, 2008 and your one unsubsidized [redacted] Loan disbursed on August 30, 2007. AES services these loans on behalf of the respective owners, [redacted]) and [redacted] 2012-1 FRN. In addition, AES services your privately-insured Private Source Loan Program (ALTPSU) Loan disbursed on September 1, 2006 on behalf of the owner, [redacted]. AES is required to administer the loans in accordance with the terms of the signed promissory notes/Credit Agreements.

AES records confirm that your [redacted] Loans reflected a combined installment of $152.95 due by August 2, 2013. Since the payment was not received by that date, your [redacted] Loans reflected a delinquent status. On August 9, 2013, we received your Student Loan Debit Burden Forbearance request. Please note that the processing time for the forbearance application is generally 7-10 business days. During that time period, borrowers are responsible to continue remitting payments until the forbearance status is approved and applied to an account.

On August 21, 2013, AES credited your $165.00 online payment to your account effective that date. As you requested through the AES Payment Center, this payment was targeted to your ALTPSU Loan. On the same date, you verbally requested a Temporary Hardship Forbearance. Accordingly, AES applied a Temporary Hardship Forbearance to your [redacted] Loans from August 2, 2013 through September 1, 2013. On August 22, 2013, the Student Loan Debt Burden Forbearance was approved and applied to your [redacted] Loans from September 2, 2013 through September 1, 2014.

In your inquiry, you requested to have the $165.00 payment refunded to you. Please note that AES generally does not refund payments until 60 days after the date of receipt. Therefore, you may wish to contact your bank to have the payment unauthorized. Otherwise, you may call AES after October 21, 2013 to request for the payment to be refunded.

Furthermore, you may be assured that no unfavorable information was submitted to nationwide consumer reporting agencies as a result of the delinquency from August 2, 2013. At this time, your ALTPSU Loan reflects an advanced-payment status through the installment due in November 2013. Therefore, if no other payments are received in the meantime, a partial installment of $7.76 will be due by December 2, 2013 for this loan, provided that no payments are reversed on the account. Please be advised that if the $165.00 payment is removed from this loan, this status will change, and payments will be due on the loan.

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

Sincerely,

Review: The company is claiming to be servicing a loan on behalf of [redacted] but failed to notify of this. They then began sending me letters that I was late on payments. The company has taken ownership of my student loan but failed to collect the payment history along with it. I am being charged for the full amount of the loan and the company fails to recognize the on time payments I have made.Desired Settlement: I wish for my loan to remain with the initial lender or to be transferred to a more reputable lender. I do not trust this company or their practices. Their customer service line less than helpful and their documentation protocol is alarming.

Business

Response:

November 24, 2014Dear [redacted]:This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) concerning your educational loan account currently serviced by our office. We trust this information is sufficient for your needs.AES currently services one subsidized ([redacted]) [redacted] Loan and one unsubsidized (UNSTFD) [redacted] Loan which were disbursed November 4, 2008 on behalf of the owner, [redacted]. Since AES is not the owner of the loans, AES must administer the loans in accordance with the terms of the promissory notes and federal regulations. AES is required to perform billing, credit reporting, and other servicing-related activities.The loans transferred from [redacted] to AES for servicing effective September 18, 2012. A letter was mailed on September 26, 2012 to inform you of the transfer of the loans, a copy of which is enclosed.Repayment began December 1, 2012. A bill was mailed on December 6, 2012 for the amount $126.03 and due December 26, 2012. As a result of nonpayment, a 10 day delinquency letter was mailed to you on January 9, 2013 to inform you of the delinquency status of the account, copies of which are enclosed.AES is a division of the Pennsylvania Higher Education Assistance Agency (PHEAA), an agency of the Commonwealth of Pennsylvania. In our capacity as a servicer, AES has the duty to collect on the student loans. AES is required to contact you regarding the status of the account, until the loans are brought current or has defaulted for non-payment.Through your inquiry, you also expressed concern regarding the increased loan balances. The unpaid accrued interest would be capitalized (added to the principal balance) at the end of the grace period and after any deferment or forbearance periods. AES is unable to dismiss any portion of the loan debt, including capitalized interest. The charts provided on the following page detail the financial transaction history during AES’ Servicing of the loans. In your inquiry, you state payments were made to the previous servicer, however the loan details from [redacted] indicate no payments were made. Please note if payments were made prior to the transferring of the loans, you will need to contact [redacted] directly at [redacted].[redacted] Loan November 4, 2008Effective Transaction Activity Amount Amount RemainingDate Type Amount to Principal to Interest BalanceSeptember 18, 2012 Loan Transferred to AES $3,500.00 +$3,500.00 $0.00 $3,500.00January 14, 2013 Capitalized Interest $25.26 +$25.26 $0.00 $3,525.26November 3, 2014 Capitalized Interest $46.93 +$46.93 $0.00 $3,572.19UNSTFB Loan November 4, 2008Effective Transaction Activity Amount Amount RemainingDate Type Amount to Principal to Interest BalanceSeptember 18, 2012 Loan Transferred to AES $7,503.00 +$6,000.00 +$1,503.60 $6,000.00January 14, 2013 Capitalized Interest $82.49 +$82.49 $0.00 $7,586.09November 3, 2014 Capitalized Interest $877.53 +$877.53 $0.00 $8,463.62Temporary Hardship Forbearance has been applied to loans starting November 3, 2014 and ending November 2, 2015. During a period of forbearance, the monthly installments are postponed; however, interest will continue to accrue on a daily basis. Any unpaid interest will be capitalized and be added to the principal balance at the expiration of this forbearance period.If you have any questions or concerns, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly B. Assistant Vice President

Customer Service Department

Review: I have a loan with the offending bank. The monthly payment on the loan changes frequently. In October, I paid according to what had been due the previous month. It turns out that because this bank is forever changing the rate of interest that it charges, the payment was short by $15 and odd change. I received an e-mail that the payment was 'delinquent'. When I called to find out how this could be, I was told that the pay,net had changed. I then arranged with my bank to pay the difference. This was Friday.

The following Monday, I recieved another e-mail, more threatening in tone and substance. The e-mail said that if I did not make payment the business would contact the co-signer on the loan. This threat was plainly designed for purposes of harassment, as evidenced by the threat to defame me to a third party and the fact that the second e-mail was sent one business day after the first, barely enough time for a check to clear. I called the business a second time and told the woman, Chevonne, that I wanted the harassing e-mails to stop and that payment was on the way. She refused to put an end to the harassing e-mails.Desired Settlement: I want an apology and I want an end to the harassing phone calls. I know my rights as a debtor. Beyond these, it is unprincipled to use such tactics over the difference of $15.

Business

Response:

October 29, 2014Dear [redacted]:This letter is in regards to the complaint filed directly through our office, and the inquiry we received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, serviced by our office. We trust the following information will be of assistance.AES services your privately-insured Access Group Law Loan (AGLAW) on behalf of the owner, [redacted], [redacted]. AES administers the loan based upon the terms ofthe signed Credit Agreement. AES is required to perform billing, credit reporting, and additional servicing activities.We have reviewed your concerns regarding your recent October 2014 monthly installment(s). AES’ records confirm that you remitted $174.00 on October 1, 2014. This payment satisfied a portion of the $189.69 bill that was due on October 15, 2014 (the amount due was detailed in the billing statement that AES mailed to your attention 20 days prior to the due date on September 25, 2014). On October 21, 2014 AES received your $15.69 payment. This remittance satisfied the remaining amount of the October 15, 2014 invoice.Please note that the signed Credit Agreement stipulates that you are responsible for maintaining a current account status by remitting on-time payments. When your loans are in a delinquent status, AES is required to commence additional Servicing activities, including calls, letters, and emails. Such contact must continue until the loan is restored to a current status. Please understand that the owner of your loan may also contact you and the cosigner directly, or it may use a collection agency to assist in obtaining payment for the delinquent amount. Therefore, you may receive collection communications from various offices. Please note that calls from outside collection agencies are not made by AES. AES representatives will always identify themselves and the nature of the telephone call.For your convenience, I have asked Research Specialist Joshua D[redacted] to assist with any additional questions you may have. If you require any additional information or need further assistance specific to this inquiry, please call Mr. D[redacted] directly at ###-###-####. For general assistance regarding your account, please call our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., Eastern Time.Sincerely,Shelly 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:This is unacceptable. I will not tolerate harassment under these circumstances from this creditor. This is an unethical business practice and a violation of federal statutes. There is no reason for these vultures to contact anybody but me to straighten out problems with the account. Their threat to contact the co-signer is plainly a stunt contrived to harass and intimidate.

Regards,

Review: American Education Services is a company that services loans for [redacted]. Back in January of 2007, I cosigned a [redacted] student loan for my daughter [redacted] with the understanding that they would consider releasing me of responsibility on the loan as long as my daughter repaid the loan satisfactorily.

Once my daughter graduated from college, she got a good job and immediately started repaying the loan. She has made more than 48 consecutive payments, typically pays more than the minimum due on the loan and has never been late with a payment. Her credit score is also in the upper 700’s.

In this economy, when so many people are defaulting on their loans, she is considered a lender’s dream consumer. After having completed the 48 consecutive payments, we submitted the necessary paperwork to remove me as cosigner on the loan, but American Education Services denied our request.

Unfortunately, I’ve been told that the verbiage on the loan indicates “within 5 days of the due date” and the lender has refused to release me from being responsible on her loan, because she unknowingly paid her loan prior to 5 days before her due date. I understand that the lender wants to protect their interests, but in this case, they are safe as their borrower has been paying the loan better than expected. The refusal of the lender to release my guarantee on the loan, because my daughter paid earlier than 5 days before the due date is completely unethical and impacting my credit score.

I want them to immediately release my name from guaranteeing this loan so that I am no longer and financial responsible for the loan and the loan no longer appears on my credit report.Desired Settlement: I want them to immediately release my name from guaranteeing this loan so that I am no longer and financial responsible for the loan and the loan no longer appears on my credit report.

Business

Response:

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

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: It is really a simple problem. A check was mailed on December 2 of $300. The due date for the payment was December 11. This company is claiming that no payment was received until December 12. This is completely ridiculous there's no conceivable way it could've taken that long for a check to be delivered. Clearly this company received the payment before the due date, but took their time processing the payment, in order to charge a late fee. This is a completely unethical practice and should not be tolerated. Even if it takes them a week and a half to process the check that is an internal problem. There is no reason to charge me a late fee or damage my credit score, just because this Company wants to charge late fees.

After several e-mails back and forth between myself and this company I have not been able to gain resolution they keep changing who it is that I'm talking to so communication is very difficult as I keep having to start over from the beginning, and explain the situation.Desired Settlement: The policy change I would like to see is a very simple one. They should simply acknowledge, when they receive the check, that they have been paid. Rather than sitting on the check for a few days before they cash the check and then blaming the customer, and claiming the payment was late. The payment was not late!

Business

Response:

December 27, 2013

Dear **. [redacted]:

This letter is in response to an inquiry AES we 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 services two, privately-insured [redacted] College Loan Program ([redacted]) Loans disbursed August 26, 2004 and August 15, 2005 on behalf of the owner, [redacted] Bank, National Association ([redacted] Bank). As the contracted third-party service provider, AES must administer the loans in accordance with the ter** of the signed Credit Agreements. AES is responsible for performing billing, credit reporting, and other servicing-related activities.

In your complaint to the Revdex.com, you indicated that you mailed AES a check payment for $300.00 on December 2, 2013 to satisfy the bill due December 11, 2013. You also indicated that as result of AES’ late processing of the payment you were charged a late fee.

Contrary to the information obtained from your complaint, AES has no record of receiving a $300.00 payment during December 2013, as indicated in our December 23, 2013 email response to you. AES’ records confirm that you remitted two online payments of $31.70 on December 11, 2013, and then on December 18, 2013, which both payments were returned from your financial institution as result of “insufficient funds”. The last payment our office received prior to December 2013 was on November 12, 2013 for $300.00, which satisfied the bill due November 11, 2013 and a partial portion of the bill due December 11, 2013. You may be assured that AES credits all payments with the effective date of receipt.

To simplify the process of managing your student loan payments, you may wish to apply for 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. An application is enclosed for your convenience or you may enroll online through Account Access at [redacted]. Upon submitting the application 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 past due from December 11, 2013 for the partial amount of $31.70, The next installment of $165.85 will be due by January 11, 2013. If no payment is received in the meantime, a total of $197.55 will be due at that time. We encourage you to bring the loans current to avoid any further servicing activities or adverse credit reporting to the nationwide consumer reporting agencies

If you have any additional questions or concerns, 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,

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:

At this time my account is still claiming that I am over due for a payment, while simultaneously acknowledging that I made my payment last month. What is going on this is crazy.

Review: Around 2011, I discovered that someone had fraudently/illegally used my name and SSN to obtain a scollege loan.The facts are these:- In Jun/Jul 2007, someone illegally applied for a college Stafford Loan issued under my name.- I have checked with the college in question and they have verified that a check was made out but not issued. I found this deeply puzzling. Check made but not issued?- I asked where was the check and they said they still have it??- I was contacted by AES during this tie (a collection company) who gave us steps on how to resolve this issue. Big mistake.- They advised us to make monthly payments of $100 so that our credit score would not be affected. They told us that after 9 straight months of payments, then an official review can be conducted and that the money would be refunded after it was all resolved. We begin making those payments. - After the time period, we begin getting a huge run around and endless delays. It seemed they were no longer interested in helping us and that we started a payment account and now we have to finish it. We were dumbfounded.- In the summer of this year 2013, we signed on with an Experien Fraud Investigator who begin guiding us through resolving us. Through a 3-way call with me, AES, and Experien, we were advised to make a police report, send photo IDs, etc. so that AES fraud can resolve this issue.- The AES fraud investigator called me around Oct 2013 to inform me that he is investigating. During the time of this investigation, we were advised that a 'forbearance' on the loan was being issued. - In December 2013, we were told that the monthly payments were back on. AES informed us that their Fraud Dept ruled against me, saying that my clai** were unsubstantiated. I have never applied for a college Stafford loan, no checks were ever issued to me and my signature is not on any applications. How is this allowed to happen?The applications were done over the internet and this scam is something that authorities are aware of.Desired Settlement: Return $900 that we sent over the course of 9 months and to remove me from any financial responsibility.

Business

Response:

January 2, 2014

Dear **. [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 Monday through Friday at ###-###-#### from 7:30 a.m. to 9:00 p.m., Eastern Time.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

AES has not proven beyond a shadow of a doubt that I applied, attended, or received any services from [redacted] University (formerly known as [redacted] University). I have filed police reports, FTC complaints, sent and notarized 5-signatures, multiple IDs, and just recently filed a complaint with the US Dept of Education IG and Fraud Hotline. AES has disregarded liquid signature that are inconsistent with each other and with the signatures I sent. AES has also completely disregarded the fact that I just attained a college degree last year through [redacted] College and there is NO mention in my college lesson plan of any classes obtained through this fraudulent transaction.

Review: I was never 60 days past due as of Aug 2009 on either of my loans, [redacted] and [redacted]. My student loan was in deferment during this period so there should not have been any late payments being reported.Desired Settlement: Please remove this late payment from my credit report because it is damaging my credit.

Business

Response:

The borrower had [redacted]-owned [redacted] Loans. [redacted] requires that AES, as the third-party service provider, contact their cutomers to acknowledge receipt of any executive or regulatory complaint. When the borrower was reached by telephone on August 27, 2013 by AES, she advised us that she did not file a complaint with the Revdex.com and that she was "fine with the account." AES provided contact information for the Revdex.com as well as the complaint number so that she could follow-up directly with the Revdex.com. We submit this to the Revdex.com in the event the borrower does not retract the complaint prior to the deadline for response. Please contact us if we can be of any further assistance.

Review: The company is telling us they can't mail out our information on our note disclosure statement and cosigned loan request/credit agreement signature pages unless our information is redacted because of the privacy act. We are entitled to a copy of the contract that we are paying on with out secret! I [redacted] is requesting another copy of my note disclosure statement and cosigned loan request/credit agreement signature page the one dated September 22, 2014 is redacted and I don’t want any parts of the pages redacted and my father [redacted] have my permission to see all of my information and to communicate with you on my behalf with this account.

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

Business

Response:

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

Review: I am unable to work. I recently suffered a spinal cord injury. I have sent documentation to AES to request a forebearance or deferment or an adjustment in my payments. I have no income but my mom has agreed to pay $70 per month. I have been given the run around and my interest on the account is steady rising. I have explained to them that we are doing the best we can. I am trying to avoid filing bankruptcy but I cannot continue to be stressed out. AES or american education services sent a form for me to complete and I completed it and returned it. then they called to state that they had sent the Wrong form and they sent out another and stated the co borrower would need to sign it. the co borrower was listed as [redacted]. He is refusing to sign the document because he stated he did not sign the original loan as co borrow in 2004. I am not sure who signed it. I was desperate to get in to school and I simply cannot remember. this should not be the hold up on AES working with me. I am sending at least $70 each month to make my payments and they are still refusing to work with me. I have documentation about my surgery. I am currently living in free public housing. I receive food stamps and I have applied for disability insurance. I do not know what its going to take for AES to hear me. please help!!Desired Settlement: I want them to stop harassing me and adjust my payments and bring my account to current to avoid the interest that is constantly buiding against my account. it is difficult enough to be 28 years old and unable to walk, stand stoop or sit for any long periods of time. I believe if I was of a different origin, AES would be willing to work with me. They need to have more compassion. I had plans of completing my education and landing a new job. right now, I amd unable to do either. I may be reached at ###-###-####.

Thank you for your help in this matter.

Business

Response:

August 22, 2014Dear [redacted]:This letter is in regards to the inquiry we received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, serviced by American Education Services (AES). We trust the following information will be of assistance.AES services one privately-insured Alternative Undergraduate Program (ALPLN) Loan on behalf of the owner, National Collegiate Student Loan Trust ([redacted]), and one privately-insured Continuing Education (CELN) Loan on behalf of the owner, [redacted] ([redacted]). AES is not the owner of these loans and does not have the authority to alter or negotiate the terms of the Credit Agreements. AES administers the loans in accordance with the terms of the signed Credit Agreements.The chart below below details these loans,Loan Disbursement Loan Original Principal Current Principal Sequence Date Program Balance Balance*1. September 2, 2004 CELN $6,417.00 $6,586.462. September 6, 2005 APLN $8,335.11 $11,240.45*The current principal balance is higher as a result of interest capitalizationAs of the date of this letter, Loan 1 is delinquent from August 15, 2014 in the amount of $15.38 and in addition, Loan 2 is delinquent from April 15, 2014 in the amount of $319.81 with $3.69 assessed in late fees.We understand you are having difficulty making the required monthly payments; you are seeking a more manageable repayment plan, and you are requesting the elimination of interest accrual. AES is not authorized to reduce or eliminate the interest accrual from these loans. The interest rates on your loans are variable which could cause your monthly payments to fluctuate. The monthly payments must be calculated to ensure the loans indicated above are paid in full within the terms required by the Credit Agreements authorized by [redacted] and [redacted].Based upon our review, AES’ records confirm that you exhausted the time available on the Modified Graduated Repayment Schedule (MGRS) for Loans 1-2. The MGRS temporarily reduced your required monthly payments; however, it does not extend the repayment term. The MGRS offered 24 months of reduced monthly installments (a 50% payment reduction for the first 12 months and payments totaling the 31-day interest amount for the subsequent 12 months). Following the 24 months of reduced payments, the loans returned to a Level Repayment Schedule with monthly payments calculated to ensure all accrued interest and the principal balance is satisfied within the remainder of the repayment term. This means the monthly installment amounts are higher than the monthly installment prior to utilizing the MGRS. The August 15, 2014 monthly installment was the final bill of the MGRS for Loan 1. Effective September 15, 2014, the monthly installment for Loan 1 will return to a Level Repayment at$54,13. It is important to note that the MGRS may only be utilized one-time for the life of the loans; therefore, you are no longer eligible to request this option for Loans 1-2.In addition to the MGRS, AES’ records confirmed that you maximized your Temporary Hardship Forbearance for Loan 1. During this forbearance period, the monthly payment obligation was temporarily postponed but the unpaid accrued interest was capitalized increasing the respective loan balance. Following the conclusion of the 12th-month of Temporary Hardship Forbearance, AES was not authorized to approve any additional period of forbearance for Loan 1.Loan 2 remains eligible for six-months of Temporary Hardship Forbearance applied in three-month increments. Pursuant to [redacted]’s forbearance policy, the enclosed application must be completed and signed by the borrower and cosigner to be approved. Considering the discrepancy between identifying your cosigner, enclosed are copies of the signed Credit Agreements for your review, but unless both the borrower and the cosigner signs the form, AES is not authorized to approve the forbearance for Loan 2. You were previously denied your forbearance request because the application you submitted was applicable for Loan 1 but not loan 2. Consequently, Loan 1 was denied because you maximized the allowable forbearance time.Loan 2 may receive the Reduced Payment (RP) plan for a total of six months granted in three-month increments temporarily lowering your monthly payments. The borrower or cosigner 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 is contingent upon the loan’s delinquency. A non-refundable payment of the approved monthly amount must be remitted at the time of the application. If you are approved for the RP plan, your required monthly installments during this time will be reduced. Please note: following completion of the RP plan, per the terms of the signed Credit Agreements, your monthly installment must be recalculated to ensure satisfaction of all accrued interest and the principal balance by the payoff date for Loan 2. This means your monthly installment amount may increase following completion of the RP plan. Please note that Loan 1 is not eligible for the RP plan no options are available at this time to reduce the monthly installments.The signed Credit Agreements stipulate that the borrower and cosigner are equally responsible for maintaining a current account status by remitting on-time payments. When your loans are in a delinquent status, AES is required to commence additional servicing activities, including telephone calls, delinquency letters, and emails. Contact attempts must continue until the loan is restored to a current status. The owner of your loans may also contact you and the cosigner directly or utilize a collection agency to assist in their efforts.Finally, your claim regarding discrimination will be addressed in a separate letter to you. If you require any additional information or need further assistance specific to this inquiry, please call our Customer Service Department at [redacted]. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., Eastern Time.Sincerely,Shelly BAssistant Vice President Graduate and Professional Services

Review: AES raised my monthly payment by $80 without giving me any prior notice and has refused to respond to my email questions. I have sent five responses in all and some are over 10 days old. As I am a working student, I often don't have time to call their number and be put on hold so I count on email as a form of contact and they refuse to respond to my emails.Desired Settlement: I need an explanation for why my account is now $80 higher and time to adjust for budgeting.

Business

Response:

June 9, 2014Dear [redacted]:This letter is in response to your recent inquiry (Case[redacted]) regarding the status of [redacted]s educational loan, serviced by our office. We trust that the following information will be of assistance.A comprehensive review has been completed. A copy of our response letter is enclosed for your review. We trust that the letter addresses the concerns brought to our attention.If you have any additional questions, please call our office at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.. to 9:00 pm., ET,Sincerely,

Review: I have student loans. I wanted to increase my monthly payment to start paying off the principal. After multiple phone calls, hand written requests, and emails, I was unable to increase my monthly loan payment. The company continued to deny receiving my written requests and refused to make the change over the phone.Desired Settlement: Improve customer service and web site design to allow easy changes to loan repayment plans that don't require a convoluted process.

Business

Response:

November 25, 2013

Dear **. [redacted]:

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

AES currently services the subsidized (SUBCNS) and the unsubsidized (UNCNS) portions of your Federal Consolidation Loan on behalf of the owner, U.S. Education Finance Group (USEFG). As the third-party service provider, AES administers the loan on behalf of the owner in accordance with the ter** of the signed promissory note and federal regulations. This loan is further detailed in the chart below.

Disbursement Date Loan Program Original Principal Balance Current Principal Balance

December 24, 2003 SUBCNS $42,700.76 $30,979.82

December 24, 2003 UNCNS $108,242.24 $85,401.83

In your inquiry, you indicated that you would like to increase the monthly payment amount extracted by AES’s automatic payment service, Direct Debit. As indicated during your previous telephone conversations with our office, AES is unable to alter the Direct Debit agreement without receiving a written authorization from you to do so. Borrowers may submit their requests via mail or fax, or they may submit an email to AES from their email address on file. Alternatively, borrowers may update their Direct Debit information through their online accounts. However, changing the Direct Debit information through the online account is not recommended when borrowers only want to change the additional amount withdrawn by Direct Debit since this action would submit a new Direct Debit application, which may temporarily cause a suspension in the current service. We regret any inconvenience that you may have experienced as a result of this process.

AES recently received your email in which you requested to increase the additional amount withdrawn by Direct Debit to $2,244.31, which will result in a total amount of $3,00.00 ($755.69 monthly installment + $2,244.31 additional payment amount) to be withdrawn each month. Accordingly, on November 18, 2013, AES updated the additional amount to be withdrawn by Direct Debit, and this new additional amount took effect beginning with the installment due November 20, 2013. We regret any conflicting information you may have previously received regarding the receipt of this email.

Separately, please note that AES is constantly seeking to develop products and enhance services provided to customers. You may be assured that your suggestion to update the website to allow borrowers to request a change to the additional amount withdrawn by Direct Debit without requiring them to submit a new application has received our sincere consideration. You may be pleased to note that AES is currently working to add this functionality to our website in the future.

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,

Business

Response:

November 25, 2013

Dear **. [redacted]:

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

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

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

Sincerely,