Pennsylvania Higher Education Assistance Agency

March 24, 2015Dear *** ***:
This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of the educational loan account that you cosigned on behalf of *** ** ***We trust the following information will be of
assistance.AES services one, privately-insured *** Private Student Loan (***) and two, privately-insured Academic Answer School Channel (AASC) Loans on behalf of *** BankBecause AES is not the owner /holder of the loans, it does not have the authority to alter or negotiate the terms of the promissory notes and must administer the loans in accordance with their respective termsAES is responsible to perform billing, credit reporting, and additional servicing-related activities,
We understand from your inquiry that you are under the impression that you are the bill recipient for the account and that your son ***, does not receive the monthly invoices or collections notices sent in regards to the loansYou also indicated that AES refused to email *** the necessary paperwork to apply for deferment and that AES refused to send the monthly invoices to *** by email, as you requestedContrary to the information obtain from your inquiry to the Revdex.com, AES’ record confirm that *** is the bill recipient for each loan on the accountIn addition, *** previously opted to utilize AES’ electronic billing (e-bill) and electronic correspondence (e-letter) option on September 18, As a result, every billing statement and outgoing correspondence generated after September 18, through the present has been electronically sent to ***’s email address provided on our servicing system.Please be aware that the notices sent to you each month, as required by ***, are intended to inform you, as the cosigner, of the payment amounts due each month, any past-due amounts that may exist, and any late fees that may be assessed, if payments are late for the loansIn accordance with the requirements *** established, you will continue to receive these notices until the balance of each loan is paid in fullFurthermore, AES is required to perform additional servicing-related activities on delinquent accounts, including making calls, generating emails, and sending letters to the borrower and cosignerSpecifically, AES is obligated to notify the borrower and cosigner when an account is past due by a designated number of daysFurthermore, *** requires that we continue these servicing activities until the loans are restored to a current statusThese activities also provide an opportunity for repayment alternatives to be offered, as applicableIt is important to note that *** may contact you and *** directly, or it may use a collection agency to assist in obtaining payment for any delinquent amountTherefore, you and *** may receive communication from various offices to obtain payment for the delinquent amountsPlease note that these outside collection calls are not made by or at the direction of AESAES will not make calls to you and *** regarding the delinquent status if *** (or any collection agency contracted by ***) is also contacting you and *** directly about the loansAES representatives will always identify themselves and the nature of the telephone calls.Moreover, on December 2, 2014, during your telephone conversation with our office, you requested for AES to email *** an application for Economic Hardship ForbearanceImmediately following your conversation, AES emailed *** the link to download the Economic Hardship Forbearance application from www.aesSuccess.org, to the email address provided on servicing systemHowever, AES has yet to receive the completed application for forbearancePlease note that because you are experiencing difficulty with required monthly payments, as the cosigner, you are also eligible to apply for this optionThe loans are currently eligible for months of Economic Hardship Forbearance, which may be utilized to postpone the monthly installments in three-month incrementsDuring periods of forbearance, your obligation to make monthly payments is postponedAlthough interest continues to accrue daily, any unpaid interest will be capitalized (added to the principal balance) at the end of the forbearance periodYou and *** may choose to make payments during forbearance, which would reduce the amount of capitalized interest following the forbearance periodAn application for this option has been enclosed for your convenienceWe also understand that you are requesting to be relieved of your responsibility as the cosigner of the loansPlease note that the Cosigner Release Benefit program is offered at the sole discretion of ***, which can be requested after timely payments are madeAccordingly, AES, as the third-party service provider, is unable to relieve you of your responsibility as the cosigner without authorization from ***To assist you, AES has forwarded your inquiry to *** for reviewUpon review, *** did not authorize AES to release you from your responsibilities as the cosigner of the loans because of untimely payments receivedAccordingly, pursuant to the terms of the signed promissory notes, both you and *** will remain equally responsible for the timely repayment of the loans until they paid in full, inclusive of accrued interest the principal balances, and any applicable fees.At this time, the account remains past due from December 12, for the amount of $(including applicable late fees to totaling $42.08)We encourage you or *** to restore the loans to a current status by remitting a payment of $or by applying for an available repayment alternativeIf you have any additional questions, please contact our Customer Service Department at ***Loan counselorsare available Monday through Friday from 7:a.mto 9:p.m., ETSincerely,
Shelly B
Vice President, Loan Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I am thankful for the prompt action by Revdex.com and appreciate that my specific problem was resolvedI, however, remain concerned about the practice of "Pay Ahead Status" and the challenges put in place by AES to remove this statusI continue to feel that information is poorly presented and that the goal of AES is to keep consumers from recognizing and removing the statusI have inquired how other companies handle this concept and have been told that for some student loan companies it is made clear on the monthly payment screen (online payments) that payments can be used to pay down the principal or placed into pay aheadThis method seems more transparent and fair to consumersI hope that continue exploration can be made into AES's communication regarding and execution of pay ahead status.
Regards,
*** ***

May 12, Dear *** ***
"margin: 0in 0in 10pt;" class="MsoNormal">This letter is in response to your recent inquiry sent to the Revdex.com regarding your previously defaulted federal student loans held by the Pennsylvania Higher Education Assistance Agency (PHEAA)Your inquiry was forwarded to my attention for review and response.Our records indicate your defaulted loans with PHEAA were satisfied as of April 6, through wage garnishmentAs such, we sent a notice of satisfaction to your employer on April 23, advising that the full amount of the garnishment order has been satisfiedPlease find enclosed a copy of this notice.As the garnishment check applied to your balance on April 6, paid the remaining balance due on your defaulted student loans, this created an over payment to your account of $Additionally, PHEAA is currently processing a refund check to you in the amount of $87.00, which was a garnishment payment received from your employer on May 5, Please allow days processing time for these refunds to be processed and mailed to you, Any additional garnishment payments received will also be refunded to you.If you have any questions, please contact our office toll-free at ###-###-####Representatives are available to assist you Monday through Thursday am to pm and Friday am to pm ESTRespectfully,
Erica L
Call Center Supervisor PHEAA Default Collections

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because it of the lack of understanding, lack of genuine interest and lack of plan of action I did not attempt to access the website during scheduled maintenance and I did not have difficulty navigating the phone system like the response statesPlus it did not address the desired outcome I was looking for: "In the future, this company needs to be accurate and not place misleading or inaccurate information on their website."
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I WISH TO NOT RECEIVE THE GENERIC CANNED LETTERS TELLING ME EVERYTHING APPEARS ACCURATE AND ASKING ME TO PRINT AND FAX IN OR MAIL MY CREDIT REPORT TO PROVE YOU GUYS ARE FULL OF IT. PLEASE PULL ALL FOUR LIVE REPORTS AND SEND TO ME TO PROVE YOU ARE TELLING THE TRUTHBECAUSE EVERY TIME I TELL YOU ITS WRONG U MAKE ME PROVE IT BY SENDING YOU A COPY AND I AM DONE PAYING FOR THIS SERVICE TO PULL THE ACTUAL REPORT WHEN YOU DON'T HOLD YOUR SELVES TO THE SAME STANDARDS OF EVIDENCEYOU SEEN MY REPORTS THAT I AM PULLING TIME STAMPED AND ALLI HAVE DONE THIS TWICE ALREADY TO NO AVAIL AND GET THE SAME EXACT RESPONSE! I DON'T TRUST AESAND I JUST PULLED IN REAL TIME *** AS IN NOW OF THIS RESPONSE AND ***AND BOTH REPORTS IN REAL TIME ARE INACCURATEMY *** HAS WRONG BALANCE AND LAST DATE OF PAYMENT SHOWS 5/*** SHOWS PAYMENT AMOUNT OF 92$ INSTEAD OF ACTUAL AMOUNT OF 93$I WAS LIED TO BY AES WHEN THEY WROTE ME ON THIS LETTERHEAD STATING THE REASON IT IS AND NOT IS BECAUSE OF THE CHANGE OF THE TWO SEPARATED PAYMENTS GETS ROUNDED DOWNWELL WITH THAT EXPLANATION THAN THE FACT THAT IT IS ONE TRADE LINE NOW WITH ONE PAYMENT AND ONE AMOUNT OF IF THEY WERE TELLING THE TRUTH MY PAYMENT WOULD NOW BE SHOWING 93$ AND IT IS NOTTHUS PROVING AGAIN THEY ARE MAKING THINGS UP AS THEY STRING ME ALONG IN THIS NEVER ENDING DISINGENUOUS WRITTEN DISASTER. IN HOPES I GIVE UPI WONTTHE BS RESPONSE OF TIME DELAY AND THEY HAVE NOTHING TO DO WITH THAT IS TOTAL CRAP.FIRST OFFI HAVE BEEN MONITORING MY *** *** AND *** WWEEKLY FOR THE LAST TEN YEARS IVE HAD A STUDENT LOANAND IT HAS NEVER NOT ONCE BEEN INACCURATE UNTIL RECENTLY COINCIDING EXACTLY W THE TIME THEY STARTED CHANGING THE WAY THEY ARE REPORTING THE TRADE LINES! I ONLY HAVE ACCESS TO BUREAUSTHEY ARE REPORTING TO WHICH LEADS ME TO BELIEVE ALL ARE INACCURATEI ASKED FOR A PERSON THAT IS ACTUALLY PULLING THE CREDIT REPORT IN REAL TIME WHICH IS WHAT AES IS SAYING THEY ARE DOINGI WANT THAT PERSON TO CALL ME AND PULL IT REAL TIME WHILE I DO THE SAMEBECAUSE THIS IS A LIETHEY ARE NOT PULLING REPORTS BUT SIMPLY READING ON THEIR INTERNAL SCREEN THE AMOUNTS/INFO THEY SENT OUT TO THE BUREAUSTHEY ARE ONLY LOOKING AT THE INFO THEY SENT OUTTHIS IS WHAT I WAS TOLD BY AES ORIGINALLYI AM PULLING CREDIT REPORTS LIVEAND *** WRONG BALANCE AND MISSING JUNE JULY PAYMENT INFO. *** MISSING JULY PAYMENT INFO AND HAS WRONG PAYMENT AMOUNT. I DO NOT HAVE ACCESS TO *** AT THE MOMENT OR INNOVIS AND GIVING THIS COMPLAINT AND THE MISREPRESENTATION IT WOULD BE CRAZY TO THINK THOSE ARE ACCURATE AS WELLTHIS COMPLAINT HAS BEEN GOING ON SINCE APRIL NOWALMOST MONTHS NOW!THIS IS INSANEI WANT SOMEONE FROM CREDIT DISPUTE DEPT THE PERSON WHO ACTUALLY IS CLAIMING TO PULL MY LIVE REPORT AND CLAIMING THAT IT IS ALL ACCURATE THAT PERSON CALL MEALSO *** THE THIRD PARTY ADVOCATEWANTED ME TO CALL HIM TO REPORT IF MY PAYMENT AMOUNT STAYED INSTEAD OF THE ACCURATE IT SHOULD BE BUT I DON'T HAVE HIS CONTACT INFO ANYMORE SINCE THIS STARTED IN APRILDISGUSTED WITH THE DISINGENUOUS RESPONSE AND TRUE LACK OF CONCERN ABOUT THIS MATTER FROM ALL DEPTSTHIS WILL REITERATE MY FEELINGS ABOUT HOW AES IS TREATING ME WITH THIS PHONY RESPONSES BUT WHEN IT COMES DOWN TO IT THEY DO NOTHING TO RESOLVE; SOME READING FOR AES AND THE Revdex.com TO UNDERSTAND EACH OTHER BETTER PLEASE:***
***
***
Regards,
*** ***

July 16, Dear *** ***:This letter is in response to your inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account serviced by our officeWe trust the following information will be of assistance.AES services and owns the
subsidized (SUBCNS) and unsubsidized (UNCNS) segments of your federal Consolidation Loan disbursed April 5, As the third-party service provider, AES administers the loan in accordance with the terms of the signed promissory note and federal regulationsAES is required to perform billing, credit reporting, and other servicing-related activitiesBy signing the promissory note, you are responsible for timely repayment of the entire debt, including all accrued interest, the entire principal balance, and any applicable fees in accordance with the signed promissory note.We understand from your recent inquiry to the Revdex.com that your Income-Based Repayment (IBR) plan (an option on the Income-Driven Repayment (IDR) application) expired in June You expected to be approved for a forbearance to cover any and all past due amounts at the time that you applied to renew your IBR application in mid June However, AES never applied the forbearance to your accountAs a result, you accrued late fees and a past-due balance for $We also understand from your inquiry that you contacted our office on June 25, 2015, and expressed a complaintAt that time, you were advised you that an Administrative Forbearance would be applied by July 6th, 2015, but it was notYou also stated that AES would not grant you forbearance because your IDR application was not submitted within days prior to the end of your previous IDR plan, which was not disclosed to you in any AES communication over the past five months.Based on our review, on May 31, 2015, an e-bill was sent to you due for $on June 20, Subsequently, your Student Loan Debt Burden (SLDB) Forbearance ended on June 1, and a Capitalized Interest letter was mailed to you on June 3, On June 8, 2015, AES received your IDR applicationIt was approved on June 19, 2015, with the IBR plan beginning July 20, for $An approval letter was mailed to you the next daySince the June payment was not received, AES mailed a delinquency letter to you on July 6, 2015, copies of all the letters are enclosedAs a result, you were fully aware of the status of the account.In addition, on June 25, 2015, AES received your email which stated that you requested a change in your loan repayment status and you were told the loan was past dueYou also stated that you could not afford nearly $and to grant you a two months forbearanceAt that time, a request was submitted to review your most recent IDR applicationBased on the review, your Partial Financial Hardship (PFH) payment increasedAs a result, you were not eligible for the Administrative ForbearanceIn addition, on July 7, 2015, AES received your Temporary Hardship Forbearance request via AES websiteSince you have previously utilized all the allotted time available of the forbearance, that request was also denied and cannot be used to cover the installment due for June 20, 2015.At this time, the account reflects in arrears from June 20, due for $(with $assessed in late fees)Another installment of $will be due on July 20, 2015, for a combined total of $due at that time.If you have any questions, please contact our Customer Service Department toll-free at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ET.Sincerely,
Shelly BVice President, Loan Operations

January 29,
Dear ***:
Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of your educational loan accountWe trust the following information will be of assistance
AES
currently services one privately-insured Alternative Undergraduate Program (ALPLN) Loan for you on behalf of the loans’ owner, *** *** *** *** *** (***), As the third-party service provider, AES administers the loans on behalf of the ownerThis loan is further detailed in the chart below
Disbursement Date Loan Program Original Principal Balance Current Principal Balance
December 15, 2005 ALPLN $32,085.56 $43,875.63*
*The current principal balance is higher as a result of interest capitalization (unpaid interest being added to the principal balance)
We understand from your inquiry that you are requesting a refund in the amount of $due to multiple payments being applied to your AES account in January The chart below details payments AES received for your account, as well as the manner in which they were remitted, in January
Payment Date Amount Transaction Method
January 7, 2014 $30.00 Online Payment
January 16, 2014 $628.22 Online Payment
January 17, 2014 $628.22 Online Payment
January 20, 2014 $329.11 Direct Debit
Specifically, we understand that you are requesting refunds of the additional online payment you made in the amount of $effective January 17, and the Direct Debit payment in the amount of $effective January 20,
Concerning the Direct Debit program, our records reflect that you contacted AES on December 18, and requested a suspension of the automatic payment scheduled for the installment due December 20, The request was processed and notification was sent to your attention on December 19, The letter reflected that: The suspension only applies to the payment listed aboveThe Direct Debit service will resume on your next scheduled due dateThe payment date listed on the letter was December 20, 2013; therefore, the suspension request was in relation to that payment date and the Direct Debit program resumed extracting payments with the installment due January 20, A copy of the letter dated December 19, has been enclosed for your convenience
Please note: A request to suspend the Direct Debit process may be made verbally or in writing and will only cover the next, upcoming payment dateIn order to cancel or permanently remove the Direct Debit program, AES requires either a written request that includes your signature or a written request received from your email address on file
AES received your written request to cancel the Direct Debit program on January 24, The request was processed on January 28, and the Direct Debit program has been removed from your accountGoing forward, you will be required to manually remit payment to AESWritten notification regarding this information was sent to your attention under separate cover on January 29,
Regarding the two online payments of $you remitted, our records reflect that you successfully completed the transactions via your online profile on January 8, with an effective date of January 17, and on January 16, with an effective date of January 16, You may view and/or cancel pending online payments on our websiteSince the extraction process for an electronic payment begins the business day prior to the effective date (which assists in posting the payment in a timely manner), we recommend that you cancel a pending online payment no later than two business days prior to the effective date of the paymentOur records do not reflect that you successfully canceled either of the aforementioned online payments, and AES processed the transactions accordingly and applied the payments to your account
Subsequent to the payments being applied to your account, you contacted AES and its representatives advised you to contact your financial institution and request that they unauthorize electronic payments you did not intend to remitOn January 24, 2014, AES received notification from your financial institution to remove the online payment you remitted in the amount of $effective January 17, 2014; on January 27, 2014, AES received notification from your financial institution to remove the Direct Debit payment of $effective January 20, As of the date of this letter, the last payment reflected on your account is an online payment in the amount of $effective January 16, This payment fully satisfied the installments due on December 20, and January 20, It is anticipated that your next monthly installment of $will be due on February 20,
If you have any additional questions, you may call our Customer Service Department at ###-###-####Our loan counselors are available Monday through Friday from 7:a.mthrough 9:p.mEastern TimeTo access current account information, send email, or download application forms as needed, you may visit our website at www.aesSuccess.org
Sincerely,

May 29, Dear *** ***:This letter is in response to your recent inquiry (ID# ***) regarding the status of *** ** *** educational loan account, serviced by our officeWe trust that the following information will be of assistance.A comprehensive review of the
account has been completedA copy of our response letter to *** *** is enclosed for your reviewWe trust that the letter addresses the concerns brought to our attention.If you have any additional questions, please call our office at ###-###-####Loan counselors areavailable Monday through Friday from 7:ato 9:pm., ET.Sincerely,

May 13,
"Times New Roman","serif"">
Dear Ms[redacted]:
While we regret the concerns received in Mr[redacted]'s complaint, we sincerely appreciate the opportunity to resolve them. Please know that AES appreciates our military members and would like to thank Mr[redacted] for his service to our country. Rest assured this inquiry has been assigned to Matthew, a member of our Borrower Experience Advocate Team, who is diligently working toward a resolution. We take all concerns included in the complaint very seriously. Please be advised that additional research is being conducted at this time and a formal response will be sent to Mr[redacted]'s attention shortly. We will also be sure to email a copy of the response to the email address on file for Mr[redacted]. As always, direct contact information will be included in our formal response, should any additional concerns arise.
Best Regards,
Jessica N[redacted]
Borrower Experience Advocate Team Lead
American Education Services

RE: Revdex.com Complaint ID [redacted] Student Loan Account of [redacted]
"">Contract Disputes Dear Ms[redacted]: Thank you for your recent correspondence regarding the student loan account of [redacted] [redacted], serviced by FedLoan Servicing on behalf of the U.SDepartment of Education, Federal Student Aid. We have reached out to Ms[redacted] directly, by letter dated May 1, 2015, to address her concernsAt this time, we are awaiting any response she may have. If you or Ms[redacted] should have additional questions, please contact her Borrower Experience Advocate, [redacted], by email at [redacted] or by phone at ###-###-####. We thank you for bringing this matter to our attention. Sincerely, FedLoan Servicing Customer Service Department [redacted]1 FedLoan Servicing • [redacted] Harrisburg PA 17106-Please let us know if we can provide additional information
AES Customer Service

May 20, 2015Dear [redacted]:This letter is in response to your recent inquiry sent to the Revdex.com regarding your previously defaulted federal student loans held by the Pennsylvania Higher Education Assistance Agency (PHEAA). Your inquiry was forwarded to my attention for review and response.
Our records indicate your defaulted loans were satisfied as of April 6, 2015 through wage garnishment. As the garnishment payment received overpaid your account, a refund was identified and mailed to your address on file on May 13, 2015 in the amount of $25.58.
Per your inquiry, the letter sent to your employer was originally generated on April 23, 2015. You Contacted our office on May 1, 2015 advising that your employer had not received the notice of satisfaction and provided their fax information for the letter to be resent. As this attempt to fax the document was unsuccessful, this letter was then mailed to your employer's address on file. This letter contained the original date generated and not the date the letter was requested.
As additional garnishment checks have been received, we have identified and mailed the following refund checks to you; May 8, 2015 in the amount of $87.00 and May 12, 2015 in the amount of $87.00. Any additional garnishment payments received will also be refunded to you.
If you have any questions, please contact our office toll-free at ###-###-####. Representatives are available to assist you Monday through Thursday 8 am to 9 pm and Friday 8 am to 5 pm EST.
Respectfully,Erica L
Call Center Supervisor PHEAA Default Collections

May 15, Dear [redacted]:
"margin: 0in 0in 10pt;" class="MsoNormal">This letter is a formal response to an inquiry American Education Services (AES) received through the [redacted]) concerning your federally-guaranteed educational loan account currently serviced by our officeSince your loan is not privately-insured, we are unable to respond through the [redacted] and are, instead, responding directly to youIn addition, AES also received an inquiry from the Revdex.com (Revdex.com) regarding the status of your educational loan accountWe trust the following information will be of assistance,AES services two subsidized [redacted]) Loans disbursed February 10, (Loan 3) and September 29, (Loan 4) on behalf of the owner, [redacted]In addition, AES previously serviced one [redacted] Loan disbursed September 13, (Loan 6) on behalf of the owner, [redacted]), one unsubsidized [redacted])Loan disbursed September 13, (Loan 5), one [redacted] Loan disbursed September 13, (Loan 1) and one UNSTFRD Loan disbursed September 13, (Loan 2) on behalf of the owner, [redacted],
As the third-party service provider, AES administers the loans in accordance with the terms of the signed Promissory Notes and federal regulationsAES is responsible for performing billing, credit reporting, and additional servicing-related activities,
We understand from your inquires that on February 5, 2015, [redacted] granted you a Total and Permanent Disability Discharge of all your loansAs a result, you are no longer responsible for any payments on your loans, You stated that [redacted] sent notifications to all of your student loan servicers, they updated their records, and notified the nationwide consumer reporting agenciesHowever, you stated that AES refuses to update our recordsYou also stated that you want the unfavorable information reported in January and February to be removed from our credit files, because your account reflected in a period of forbearance at that timeWhen the account reflected a delinquent status, AES is required to send letters and attempt calls, which provides an opportunity for AES to offer repayment alternatives, as applicable, AES is also obligated to notify the nationwide consumer reporting agencies when the loans reflected a designated level of delinquencyAs a result of insufficient/late payments, the loans were reported unfavorably for being days delinquent in January and February 2014.
Based on our review, on April 25, 2014, AES received certification that you were enrolled inschool full-time at [redacted] University from March 12, through July 8, At that time, your account reflected in a delinquency status since November As a result, a Delinquency Forbearance was retroactively applied to cover past billing statements from November 4, through March 11, In addition, the Full-time School Deferment was granted from March 12, through July 8, 2014.Pursuant to the Fair Credit Reporting Act, U.S.C§ 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate information, Since AES can verify that the unfavorable information is accurate, we cannot lawfully remove the unfavorable informationIn addition, AES was notified by [redacted] (U.SDepartment of Education's (ED) Total and Permanent Disability Servicer) that on February 6, 2015, you were approved for student loan discharge for loans 1, 2, and As a result of the claim payment received on April 30, 2015, the loans reflect a zero balance with our officeTo confirm this information, approval jetters were mailed to you on May 14, 2015, copies of which are enclosedAt this time, AES has not received loan discharge approval for Loans and As a result, the account reflects in Verified Disability status until further noticePlease note that during this time, you are not required to make payments on these loansHowever, you may still receive communication from AES, but we will not attempt to collect payments for the loansAES anticipates that a disability claim payment will be received for the loansAccordingly, your loans will be forwarded to NelnetFor further assistance pertaining to the status of the loans or after the claim payment is received, you will need to contact their office directly at ###-###-####It is important to know that there are three-step process to disability loan discharge requestsWhen a disability claim payment is received, the loans are considered satisfied with our office, they are not forgiven at that time, The loans are transferred to the guarantor and subsequently to the EDThe loans then go into a three-year postmonitoring periodDuring this period, the ED may bring the account back into repayment for any number of reasons, including an untimely filing issue on the guarantor's partTherefore, AES does not advise borrowers that the loans have been forgiven because the claim payment has been received from the guarantorAlthough you have preliminarily met the eligibility requirements to have the loans discharged based on permanent disability, the ED will make the final discharge decision,
If you have additional questions or need further assistance, you may contact our office at ###-###-#### Monday through Friday from 7:a.mto 9:p.m., Eastern TimeSincerely,
Shelly BVice President, Loan Operations

June 27, 2015Dear [redacted]:
This letter is in response to your second inquiry that 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 previously serviced two privately-insured [redacted]) Loans, disbursed September 11, 2003 (Loan 2) and October 5, 2004 (Loan 3), and AES previously serviced one [redacted] Loan, disbursed January 29, 2003 (Loan 1) on behalf of the loans’ owner, [redacted] is listed as the cosigner of the loans. As the former contracted third-party service provider, AES administered the loans in accordance with the terms of the signed loan Application/Promissory Notes (Loans 1 and 2) and the signed Credit Agreement (Loan 3). AES was required to perform billing, credit reporting, and other servicing-related activities.
Contrary to the information in your correspondence, as stated in our previous letter, on January 22, 2015, AES received a paid in full payment in the amount of $26,849.54 from [redacted]) which was applied to your loans leaving a $206.60 credit on your account. As you may recall, on January 27, 2015, you contacted our office directly and requested for the entire payment to be refunded back to [redacted] because you cancelled the refinance. You were advised that it would take up to 60 days to be returned, and the request was elevated. We also stated that the credited balance of $206.60 was not issued so we could refund the full amount of $26,849.54 to [redacted] as it was originally received. Therefore, the $206.60 credit balance was retroactively reapplied back to your account. As a result, check number [redacted] for the full payment of $26,849.54 was issued to [redacted] on May 6, 2015. We regret the delay in the refund, extended research was needed to review that situation to ensure the refund amount was accurate.
As previously stated, on February 12, 2015, we received check number [redacted] in the amount of $15,655.00 and check number [redacted] in the amount of $11,270.00, totaling $26,925.00, to be applied to Loans 2 and 3. At that time, after the payments were applied, a principal balance of $266.53 remained for Loan 2 and $57.60 remained for Loan 3.
On March 23, 2015, roster check number [redacted], issued refunds in the amount of $224.63, $41.84, and $57.60, totaling $324.07 directly to you from the $11,270.00 payment. However, in order to refund the whole payment of $11,270.00, the refunded amount of $324.07 was retroactively applied back on your account. To confirm this information, a financial transaction history with the date range from January 2015 to June 2015 is enclosed for your review. Based on our review, no additional refunds are warranted.
At this time, the account reflects fully satisfied with a zero balance. AES records confirm that refund check number [redacted] in the amount of $21.44, was mailed to you on June 8, 2015. We sincerely regret any confusion this matter may have caused you.If you have any additional questions or concerns, please contact our Customer Service Department at [redacted]. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,M. Tyler B.
Assistant Vice President, Loan Operations

May 1, 2015
Dear [redacted]:This letter is in response...

to an inquiry AES received from the Revdex.com (Revdex.com) regarding your educational loan account serviced by our office. We trust the following information will be of assistance.Your federal Consolidation Loan serviced by AES is one loan. You have only one legal obligation pursuant to the terms of the Federal Consolidation Loan Application and Promissory Note; however, we understand that you are accustomed to Seeing information about your Consolidation Loan as separate loans.
The Higher Education Act, the federal law that establishes the requirements for federal student loans, requires that the benefits that apply to an individual subsidized federal student loan continue even after the subsidized loan is consolidated with other unsubsidized loans. This means that the government (rather than you) continues to pay the interest that accrues during any deferment period on the portion of the single federal consolidation loan that repaid certain types of subsidized federal loans. This is described in Section 4 of the Borrower's Rights and Responsibilities Statement of the Promissory Note.
In order for AES to ensure the appropriate benefits continue on the subsidized portion of the Consolidation Loan, the loan is separated into subsidized and unsubsidized portions. This is why you see two loan sequences associated with your Consolidation Loan on bills, online and in other communications. Previously, PHEAA also reported the separate portions of the Consolidation Loan to the consumer reporting agencies as separate tradelines. Because a Consolidation Loan is in fact a single loan or legal obligation, AES made a change to begin reporting Consolidation Loans, made up of Subsidized and unsubsidized portions, as a single loan to the nationwide consumer reporting agencies.
While it is possible that reporting of separate tradelines may have benefited you in the past due to your positive payment history, PHEAA has modified the reporting to more accurately reflect the fact that the Consolidation Loan is a single loan. Unfortunately, PHEAA is unable to comment on any changes to your credit score as a result of the modified reporting. Please note, however, that the positive payment history for your Consolidation Loan continues to be reported with the updated, single tradeline.
We regret the confusion that has resulted from this issue. If you have any additional questions, pleasecontact our Customer Service Department at 800-233-0557. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,Shelly B.
Vice President, Loan Operations

May 16, 2014
Dear **. [redacted]:This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account. We trust that the following information will be of assistance.AES services both subsidy portions of...

your Federal Consolidation Loan disbursed January 5, 2006 on behalf of the owner, [redacted]. As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed promissory note and federal regulations.As the service provider, AES is required to perform billing, credit reporting, and additional serving-related activities. As part of its servicing activities, AES is obligated to attempt calls, generate emails, and send letters to notify you of the loan’s delinquent statuses. These activities also provide an opportunity for repayment alternatives to be offered, as applicable.Furthermore, AES is required to submit unfavorable information to the nationwide consumer reporting agencies when the account reached a designated level of delinquency. By signing the promissory note, you agreed to be responsible for maintaining a current account status by remitting payments in a timely manner. If you were unable to remit payments, then you were required to maintain the account in a current status by applying for an available repayment alternative for which you were eligible in a timely manner. As a result of insufficient/late payments, the Consolidation Loan was accurately reported as detailed below:•    60 days for May 2013 and October 2013•    90 days for November 2013•    120 days for December 2013•    150 days for January 2014In addition, we understand from your inquiry that you are disputing the accurately reported unfavorable credit information submitted to the nationwide consumer reporting agencies. According to your inquiry, you set up automatic payment arrangements through your [redacted] Bank bill-payer service to have monthly payments sent to AES from your checking account. Although you may have attempted to make payment arrangements with your bill-payer service, AES did not receive any payments. As a result of the delinquent status, the Consolidation Loan was reported unfavorably to the nationwide consumer reporting agencies, as indicated above. However, the account has reflected in a current status since February 2014.Pursuant to the Fair Credit Reporting Act (FCRA), 15 U.S.C. § 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate information. Since the unfavorable information was submitted accurately to the nationwide consumer reporting agencies, AES cannot lawfully remove the reporting without authorization from the owner. If [redacted] authorizes a credit retraction, you will be notified under separate cover.Presently, the Consolidation Loan reflects in advanced-payment status with the installments satisfied through May 26, 2016. If no other payments are received in the meantime, the next partial installment of $2.30 will be due on June 26, 2014.We regret that we are unable to resolve this matter to your complete satisfaction at this time. If you have any questions, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
None of my issues were addressed. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I personally faxed the letter three times last year.  Neverless, I'm faxing again today Attn Shelley *. B[redacted].  ###-###-#### and ###-###-####
Regards,
[redacted]

July 22, 2015
Dear [redacted]:This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account. We trust that the following information will be of assistance.AES currently services and owns one...

(1) federally-guaranteed subsidized Stafford (STFFRD) Loan and three (3) federally-guaranteed unsubsidized Stafford (UNSTFD) Loans. As the servicing agent, AES is required to administer the loans in accordance with the terms of the signed Master Promissory Note (MPN) and federal regulations. AES is required to perform billing, credit reporting, and other servicing-related activities.We understand from your inquiry that you are requesting a period of Military Deferment based upon your active duty status and proof of your active duty orders that your provided to our office to support your request.AES received three (3) recently completed applications for a Military Service & Post Active Duty Student Deferment Request on May 20, 2015; June 22, 2015; and June 23, 2015; including documentation required to support your request for a Military Service Deferment. Unfortunately, AES was required to deny each of the deferment requests received because the military orders provided to support your request certifies that you were called to active duty for training. As required by regulations applicable to federal student loans (34 C.F.R. § 682.210(t)), in order to qualify for the Military Service Deferment, documentation must be provided to demonstrate that the active duty service is in connection with a war, military operation or national emergency (e.g. Operation Enduring Freedom, Global War on Terror, etc.). Please note that a letter confirming the reason for the denial was sent to your attention on May 27, 2015.Furthermore, you may be assured that AES approved your request for an interest rate reduction under the Servicemembers Civil Relief Act (SCRA) from December 1, 2008 through April 23, 2013 as well as from November 12, 2013 through September 30, 2015. While you are receiving relief under the SCRA, the interest rate on your loans will not exceed 6%. If the statutory rate on your loans is below 6%, the lower interest rate will be applied to your loans, in accordance with the SCRA. A letter detailing this information was sent to your attention on June, 2, 2015, a copy of which is enclosed.Although AES correctly denied your recent applications for Military Service Deferment, in effort to assist you, AES elevated your request for Military Service Deferment for review. After reviewing your request, AES was authorized to grant a period of Military Service Deferment to your loans from January 21, 2015 through March 28, 2016. A letter confirming the application of the Military Service Deferment applied to your account was sent to you under separate cover.At this time, your UNSTFD and STFFRD Loans are current. The next installment of $108.36 is due August 6, 2015.If you have any additional questions, please contact our Customer Service Department at [redacted]. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly B.Vice President, Loan Operations

September 5, 2014
Dear [redacted]:
This letter is in regards to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of [redacted]’s educational loan account, serviced by our office. Our records reflect that you are the cosigner for this account. We trust the following information will be of assistance.
AES currently services a privately-insured Undergrad Alternative Loan Program (UALP) Loan on behalf of the owner, [redacted]. As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed credit agreement. AES is required to perform billing, credit reporting, and other servicing-related activities.
The chart below details your loan.
Disbursement Date   Loan Program      Original Principal Balance     Current Principal BalanceSeptember 4, 2009      UAB P                 $14,066.00                            $13,632.20
AES has reviewed your recent rebuttal to our previous response and understands your ongoing concerns regarding several returned transactions. We regret the difficulty you have encountered and our goal is to resolve this issue to your satisfaction.
According to information that was recently provided to us from our financial management department, there appears to be an issue resulting from [redacted] Bank changing the format of its account numbers and the manner in which checks are printed. Until recently, a space was used within the account number to reference a particular account. However, this number spacing was eliminated and a zero was added to the beginning of this account number. As a result, the transactions were linked to an incorrect account number upon reaching [redacted] Bank. At this time, AES is working with our payment processing software vendor to correct this issue. Again, we regret any inconvenience you are currently experiencing. Please be advised that AES will inform you of the outcome of this lengthy review process.
You may be assured that no unfavorable credit reporting has taken place as a result of this situation. AES has also agreed to waive the two $5.00 late fees on the account that resulted from this issue. Please be advised that you may remit online payments if you choose to create your own online account. Additionally, you may consider utilizing our Direct Debit option. The owner of your loan offers a .25% interest rate reduction as an incentive for by signing up for this free service. For your convenience, AES has enclosed an application. Furthermore, AES has credited your recent online payments on July 31, 2014 and September 1, 2014 in the amounts of $203.83 and $102.59, respectively.
If you have any additional questions or concerns, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,Shelly BAssistant Vice President Graduate and Professional Services

Please let us know if you need any further assistance.  Sincerely, AES Customer Service