Pennsylvania Higher Education Assistance Agency

Roman";">11/12/2015
 
Dear
[redacted]:
 
While
we regret the concerns received in this complaint, we sincerely appreciate the
opportunity to resolve them. Rest assured that this inquiry was assigned to a
member of our Research Specialist Team for review and to prepare a formal letter.  Please be advised that our response was sent
to [redacted]’s attention on November 10, 2015.  Again, we thank you for allowing us to
address [redacted]’s concerns and ask that she call our office at the
number provided on our response, should any additional concerns arise.
 
Best
Regards,
 
Jessica
N[redacted]
Research
Specialist Team Lead
American Education
Services

Please let us know if we can be of any further assistance.  AES Customer Service

August 14, 2014Dear [redacted]:This letter is a formal response to your inquiry received from the Revdex.com (Revdex.com) concerning your privately-insured loans, previously serviced by American Education Services (AES).AES previously serviced two privately-insured...

Professional Education Program (PEPLN) Loans on behalf of the owner, [redacted] ([redacted]). Because AES was not the owner of the loans, it did not have the authority to alter or negotiate the terms of the Credit Agreements and was required to administer the loans in accordance with their respective terms.As noted in our response dated May 28, 2014 to your previous [redacted] ([redacted]) inquiry, AES was, as a result of insufficient payments, required to report your loans unfavorably to the nationwide consumer reporting agencies. In addition, AES elevated your request for a credit retraction and a default reversal to the owner for review, AES was not authorized by [redacted] to reverse the default nor modify the credit reporting, as [redacted] must also adhere to the requirements of the [redacted]. Consequently, AES remains unauthorized to reverse the unfavorable credit reporting, and default status of the loans.AES currently services the subsidized (SUBCNS) and unsubsidized (UNCNS) portions of your Federal Consolidation Loan disbursed on August 2, 2007 on behalf of the owner, [redacted]. At this time, the loan reflects Temporary Hardship Forbearance status which began on October 21, 2013 and will extend through October 20, 2014.For additional assistance with your privately-insured loans, please contact the collection manager for [redacted], [redacted]., at ###-###-####. If you have any additional questions concerning any activities that occurred prior to the default on the privately-insured loans or your current Consolidation Loan, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.Sincerely,Shelly *. B[redacted] Assistant Vice President Graduate and Professional Services

April 29, 2015[redacted] [redacted] ELLENTON FL 34222–3732Dear Mr. [redacted]:
This letter is in response to a second inquiry AES received from the Revdex.com (Revdex.com) regarding the education loan account of your ex-wife, [redacted], serviced by our office. We trust the following information will be of assistance.
As stated in our previous letter, AES is unable to provide account-specific information without a proper authorization form. On March 27, 2015, our office sent Ms. [redacted] a Third Party Authorization for Release of Information Form bearing AES’ letterhead for her to authorize you on her account. As of the date of this letter, the form has not been returned to our office. Until we have this information on file, AES would not be able to release account-specific information (such as the amount due on the account) to you.
If you already know the account number and the amount you wish to pay, you can call the toll-free telephone number listed above and make a third-party payment over the telephone, otherwise, you would have to wait until AES has written authorization on file for you from Ms. [redacted].
To further assist you, we are listing other payment methods that you could utilize below; However, these would also require the inclusion of Ms. [redacted]’s account number.
Mail: Payments may be mailed to the following address: American Education Services, Payment Center, Harrisburg, PA 17130-0001. When mailing payments, be sure to include the account number on each check or money order, and make it payable to American Education Services.
Bill Payer: Payments may be remitted using a third-party bill-payer service. You must identify the payee as “AES” and you must also identify the account number with your payment. Payments should be sent to the following address: American Education Services, Payment Center, Harrisburg, PA 17130-0001.
If you have any additional questions, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly K. B[redacted]
Vice President, Loan Operations

8/26/2015
 
Dear [redacted]:
 
While we regret the
concerns received in this complaint, we sincerely appreciate the opportunity to
resolve them.  Rest assured that this
inquiry has been assigned to a member of our Research Specialist Team who is
diligently working toward a resolution. 
We take all concerns included in the complaint very seriously.  Please be advised that the Research
Specialist Team member will be providing a formal letter shortly, along with
contact information to our office, should any additional concerns arise.
 
Best Regards,
 
Jessica N[redacted]
Research Specialist
Team Lead
American Education
Services

April 20, 2015Dear [redacted]:
This letter is in response to a third 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.
According to your inquiry, you maintain that you submitted two, Teacher Loan Forgiveness (TLF) applications which both were denied by AES because they were illegible and that AES should be responsible for the interest on the loan due to the time it has taken to process these applications.Contrary to the information contained in inquiry, as stated in our previous responses, the applications were not denied by AES, but rather by the loan’s guarantor, [redacted]). It found the documentation provided to be illegible.
On March 20, 2015, AES received your third TLF application. As that application was legible, it was forwarded to [redacted] for review on March 25, 2015. Upon conclusion of [redacted]'s review, you will be notified in writing of its decision.
At this time, billing activities have temporary been suspended through May 23, 2015. However, interest will continue to accrue daily on the account. While AES certainly wishes you all the best regarding your Teacher Loan Forgiveness Application and has suggested how to improve your prospects for approval, the final decision on your application is simply not ours to make. AES maintains its position that you remain responsible for the accruing interest until the loan reflects a zero balance.
If you have any additional questions, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly B.Vice President, Loan Operations

[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:
AES missed the whole point of my complaint!! When
AES processed my checks in May, June and July, AES they entered the wrong checking account number in their ACH electronic processing
of my check that was made payable to AES.   AES left
off one number of my checking account when they entered my checking account number into their system . 
In May the payment was taken from another persons account at [redacted].  He stopped payment in June and July because AES continued to enter the wrong checking account number. This was verified by Karen the branch manager at the [redacted] Bank [redacted] Pa. and discussed with Jerry of AES!!   Jerry agreed that AES had been entering the incorrect checking account number.  AES was at fault.  Jerry said the late fee would be dropped because it was their fault.  [redacted] Bank declined to honor the
check, AES was still using the incorrect checking account number.  AES was transmitting the account
number for another [redacted] Bank customer. It was that person who stopped payment from their account.  AES continued to enter the wrong checking account number!!!
AES says "be advised that when a customer initiates a payment, he or she is required to enter the correct account and routing numbers in order to complete a transaction."  I have no access to enter my checking account number in their ACH process!!  AES's reply is incorrect.   They also say "that AES is unable to add digits to an account"   What are they talking about?   My reference is to an internal process that AES does when they process checks.
AES continues to take responsibility for an error.  We all make mistakes.  My issue is that they will not admit their error!!
Just as a continuance of this matter, I mailed a check to them on 8.17.  I have e-mailed them to see if they received the check.  No reply.  I checking my banking on line, the check has not been cashed.  Is this error continuing???Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I sent my change of address information by the proper channels (filling out the backside of the bill and mailing it to AES) in August 2014 when I moved to my new address. I made every payment timely between the time of my address change and this dispute. I had to call twice to get the IBR application sent to me once I realized the previous IBR period had ended. I called once in December and once in January when I still hadn't received anything. I eventually got both applications within days of one another, despite their being requested weeks apart. That was terrible customer service. It was also terrible customer service to not make any effort to call me, at the telephone number AES has on file and which has not changed in the past eight years, when they realized they received a piece of returned mail. I would have remedied the problem immediately, but I had no way of knowing that AES had not received my change of address form because I was receiving the AES bills always addressed to the correct address. I was as qualified for the IBR payment on January 1, 2015 as I am as of February 1, 2015. It would be a simple matter to simply back date my eligibility to the month of January, but apparently AES believes itself infallible and no longer believes in customer service. I have, in fact, already made the January payment according to the IBR amount, as well as the February payment, so a simple backdating would bring my account current.
If you cannot simply backdate my eligibility by one month, I will move forward with my report to the proper federal regulatory agencies and student loan action committees.    
Regards,
[redacted]

February 17, 2015Dear [redacted]:
This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account serviced by our office. We trust the following information will be of assistance,
[redacted] Bank [redacted]...

[redacted] Trusts 2012-1 currently owns and services the subsidized (SUBCNS) and unsubsidized (UNCNS) portion of your federal Consolidation Loan, which was disbursed on August 31, 2005. In addition, AES services one privately-insured Professional Education Program (PEPLN) Loan, disbursed May 13, 2003, on behalf of the loan holder, [redacted] Student Loan Trust ([redacted]). As a service provider, AES administers the loans in accordance with the terms of the signed Credit Agreement, and in the case of your Consolidation, the promissory note and federal regulations. AES is required to perform billing, credit reporting, and other servicing-related activities. By signing the promissory note, you assumed responsibility to ensure timely repayment of the entire debt (including all accrued interest, the entire principal balance, and any applicable fees) in accordance with its terms.We understand from your inquiry to the Revdex.com that you have concerns regarding the application of your most recent Income-Based Repayment application for your Consolidation Loan, in relation to a recent change of your mailing address. AES records confirm there were instances in the past where the address on file was invalid. Pursuant to the terms of your Credit Agreement/promissory note, you are required to maintain valid personal demographic information, such as your name, address and telephone number, at all times. Please be aware, that when mail is returned to our office and we are unable to locate a borrower because of an invalid address and/or telephone number, we are required to perform skip-tracing activities, utilizing various resources, in an attempt to locate that person. This may include contacting any personal references listed on the account in an attempt to update your contact information in order to ensure compliance with the Credit Agreement/promissory note.Contrary to the information obtained from your inquiry, AES was not notified of your most recent address change until the bill, dated August 24, 2014, and mailed to [redacted], Olympia, WA [redacted], was returned to our office by the U.S. Postal Service on October 3, 2014. As a result, AES was required to invalidate the mailing address on our servicing system and began to perform skip-tracing activities in an attempt to locate a valid mailing address. Through our skip-tracing efforts, we were able to locate a valid mailing address for you on October 7, 2014 through [redacted].Furthermore, we understand that you have concerns regarding the effective date for the renewal of the Income-Based Repayment (IBR) plan on your Consolidation Loan. Based upon your January 2, 2015 verbal request for an IBR application, our office mailed the requested document to your current address the following day. Our office received your most recent completed application for renewal of the IBR on January 13, 2015. Upon approval of your application, you were granted Partial Financial Hardship (PFH) payments at $245.45 for 12 months, beginning with the bill due on February 13, 2015. A letter confirming the approval of the IBR plan was mailed to you on January 14, 2015. 
Please note: because AES previously billed you December 24, 2014 (prior to receipt of your IBR application) for the installment due January 13, 2015, you remained responsible for the bill due January 13, 2015 for your Consolidation Loan. At this time, your account remains past due from January 13, 2015 in the amount of $648.85. You are encouraged to remit a payment of $648.85 to restore the account to a current status and to avoid additional servicing-related activities.
Separately, we understand from your inquiry to the Revdex.com that you are displeased with the service you received from AES’ loan representatives. AES regrets if you were displeased with the Service you received from our office. You may be assured that all of our loan representatives are trained to provide accurate, informative, and courteous service. Many customer service calls are monitored to ensure that optimum service is provided. However, if you are ever dissatisfied with the quality of service you receive from an AES loan representative, you may always ask for the employee’s identification number and to speak directly with a supervisor to address the situation, AES representatives receive remediation in instances in which it has been determined that they did not handle a call appropriately or otherwise meet our standards for excellence. It is the goal of AES to provide the highest quality of service to all our customers, and we look forward to continuing a sound business relationship with you in the future.
If you have any questions, please contact our Customer Service Department toll-free at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly B.
Vice President, Loan Operations

[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: AES has expressed an unwillingness to assist me with my past due amount. As a measure of good faith I have four payments scheduled, with the first one for $110 today.  I have scheduled an additional payment of $115 for 7/28, and will be making payments at least every scheduled payday.  That is the best that I can do.  I am asking AES for assistance with bringing my past due amount under control.  I have every intention of repaying my loan.  I have also contacted AES to request to be switched to the Income sensitve repayment plan.  AES never informed me on any of their paperwork that my new repayment plan needed to be in place 25 days prior to the end of the old one.  When I reapplied for IBR, I was under the impression that I would be given a forbearance to bring my account current and AES apparently lied to me.  They never even informed me that I was denied an administrative forebarance.  
I have had a lot of money problems this year, mostly related to automobile repair expenses, medical expenses.  I also had to deal with a job loss this year and have had to take a job that right now may not be around by year's end.  I am asking AES for their assistance in helping me bring my account current and I am very willing to work with them, but I ask for their help.  I have to be able to meet my other credit obligations 
Please have Shelly B[redacted] contact me at ###-###-#### so we can discuss this issue and work out an arrangement that will be beneficial to us all.  I am asking for AES to help me, since they won't issue a forebarance, would they consider a deferement?
Regards,
[redacted]

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, 2008
Effective                       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, 2008
Effective                       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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

1/26/2016
 
Dear [redacted]:
 
While we regret the
concerns received in this complaint, we sincerely appreciate the opportunity to
resolve them.  Rest assured that this
inquiry has been assigned to Georga, a member of our Research Specialist Team,
who will be reaching out to [redacted] directly.  We take all concerns regarding [redacted]’s
payoff payment and the contact she has had with our office very seriously.  Please be advised that Georga will also be
providing a formal letter shortly, along with contact information to our
office, should any additional concerns arise.
 
Best Regards,
 
Jessica N[redacted]
Research Specialist
Team Lead
American Education
Services

On October 8, 2015, I paid the private students I had serviced with AES in full. I had never missed or been late with a payment for the entire time I had...

these loans serviced with AES. Instead of reporting these loans as paid in full AES reported the loans as 60 days late with TransUnion and [redacted]. This incorrect and spiteful action by AES has now placed me in a position where my current employment is in danger of being terminated unless I can reasonably explain why AES took this il-legal action.
Remove the in-correct entry from my credit report with [redacted] and [redacted].

I have been constantly harassed and disrespected by the several representatives that have contacted me. It began with calls to my personal phone at odd hours in the morning. Then, even after I have filed multiple papers with the information they say they need, then proceed to repeatedly call me saying they have nothing on file. Also, they will call myself or my dad at least 4 times a day to reiterate the same information. I have asked multiple times to speak with someone in a higher position to get what I want understood, and every time I do they say no one is available at this time. Even more specifically, they refuse to work with me to negotiate payments I know I can afford, they say there is no need to do that if I have a co-signer. What they fail to realize is that we all share responsibilities in the house and I am the only one working 10 hours a week, if i'm lucky to get those hours, and have multiple other bills that are more important to take care of. At this point I am ready and willing to get a lawyer. This needs to stop and something done with how they train people and how they respond to customers. No one has ever spoken to me as if I was a human, more like a money pit they can swipe a card in and get what they want.

October 30, 2014Dear [redacted].This letter is in response to your recent inquiry sent to the Revdex.com regarding your defaulted federal student loans held by the Pennsylvania Higher Education Assistance Agency (PHEAA). Your inquiry was forwarded to my attention for review...

and response.You have two consolidated loans with PHEAA, Our records indicate both loans were disbursed on November 15, 2007. The first was disbursed in the amount of $20,901.09, and the second was disbursed in the amount of $22,453.24. As payments were not received consistently, your loan fell severely delinquent causing [redacted], your servicer, to submit a guarantee claim to your guarantor. As your guarantor, PHEAA purchased your debt on January 31, 2014. The total outstanding defaulted balance totals $75,758.50 as of the date of this letter. This consists of $60,613.21 in principal, $3,048.93 in interest and $12,096.36 in collection fees. Each of your consolidated loans carries a 6.750% fixed interest rate. Your account accrues approximately $336.27 in interest every thirty days.Per your inquiry, you indicated that you were under the impression your account was in forbearance. Upon review, your account has been in deferment or forbearance seven (7) times. Below is a chart of how your forbearances were applied.# Deferment/Forbearance            Type Requested           Effective Dates1.      Forbearance                     Temporary Hardship       8/27/2008 - 12/28/2008                                                         Forbearance
2.     Forbearance                    Temporary Hardship        01/27/2009-03/28/2009                                                      Forbearance
3.      Forbearance                   Temporary Hardship        04/27/2009 - 08/28/2009                                                      Forbearance
4.    Forbearance                      Temporary Hardship      09/27/2009 - 03/27/2010                                                      Forbearance      
5.   Forbearance                      Temporary Hardship       04/27/2010 -09/04/2010                                                       Forbearance   
6.  Forbearance                     Temporary Hardship         09/05/2010-06/09/2012                                                      Forbearance   
7.  Forbearance                     Temporary Hardship        06/27/2012 - 02/26/2013                                                      Forbearance   
Additionally, per a conversation on June 18th, 2013, you requested a Student Loan Debt Burden Forbearance be placed on your account based on receiving an income of $0. As you failed to return this form and ignored our attempts to contact you, your account exceeded 270 days delinquent and defaulted.Due to your failure to remit monthly payments, PHEAA assigned your account to [redacted]., an outside collection vendor, to assist you in resolving your outstanding debt Please contact [redacted] directly at ###-###-#### to satisfy your account or enroll in the Default Loan Rehabilitation program. If you choose to pay your account in full, please call [redacted]. to obtain an accurate payoff figure. If you choose to enroll in the rehabilitation program, your required monthly payment will be calculated based upon your Adjusted Gross Income (AGI) and family size or the completion of the Financial Disclosure. Form.
If you choose to qualify for the rehabilitation program based upon your AGI and family size, please be prepared to discuss your three (3) most recent tax filings. Your monthly payment will be calculated by taking fifteen (15) percent of the amount by which your AGI exceeds 150 percent of the U.S. Department of Health and Human Services poverty guideline amount applicable to your family size and state of residence, divided by twelve (12). Additionally, you are required to provide a copy of your most recent tax filing to substantiate your AGI and family size.
If you choose to qualify for the rehabilitation program based upon completing the Financial Disclosure Form, your monthly payment will be set at your total amount of available discretionary funds (income minus expenses). You must provide documentation of your listed income, however, documentation must only be provided to substantiate your expenses if they exceed the Internal Revenue Service's (IRS) allowable expenses. You are encouraged to compare your expenses to the IRS’s allowable expenses prior to completing your form by visiting http://www.irs.gov/Individuals/Collection-Financial-Standards. To aid in the expedient processing of your form, you are encouraged to include documentation for any expenses which exceed the IRS’s allowable expenses.
The Default Loan Rehabilitation program is a federally regulated program in which your account is purchased by a lender after a minimum of nine (9) consecutive monthly payments have been remitted in a ten (10) month period and contingent upon a returned rehabilitation agreement letter. After successfully completing the rehabilitation program, we will request that the credit bureaus remove the prior loan default reported by PHEAA, Your account is considered rehabilitated after the completion of this process, not the remittance of your ninth payment. If monthly payments stop prior to the completion of this process, you must restart the qualification period.
Since voluntary payments have not been remitted, you are risking the seizure of any federal funds you believe you are due. PHEAA sent you a letter dated August 13, 2014 advising you have 65 days to establish a satisfactory monthly payment to avoid this nonpayment consequence. Federal regulation 34 C.F.R. § 682.410(b)(6)(V) clearly states that a guaranty agency must attempt a federal offset against all eligible borrowers.
If you have any questions, please contact our office toll-free at 1-800-233-0751. Representatives are available to assist you Monday through Thursday 8 am to 9 pm EST and Friday 8 am to 5 pm EST.
Respectfully,Erica L
Call Center Supervisor PHEAA Default Collections

February 27, 2014
Dear **. [redacted]:
This letter is a formal response to your inquiry received through the [redacted]) concerning your educational loan account serviced by American Education Services (AES).
AES services one [redacted]...

[redacted]) Loan and four (4) [redacted] Custom Choice ([redacted], and [redacted]) Loans on behalf of the owner, [redacted]. Because AES is not the owner of the loans, it does not have the authority to alter or negotiate the terms of the Credit Agreements and must administer the loans in accordance with the terms of the signed Credit Agreements, copies of which are enclosed.
We understand that you may be having difficulty submitting satisfactory monthly payments. As much as possible, we wish to assist you in establishing repayment arrangements that are ideal for your financial situation. However, it is important to note your monthly payment must be calculated to ensure the loans are paid in full within the loan terms required by the Credit Agreements.
The [redacted] loan offers three (3) repayment schedules. The Select 1 (SI) schedule offers 12 months of interest-only payments; the Select 2 (S2) schedule offers 24 months of interest-only payments; and the Select 5 (S5) repayment schedule offers 24 months of interest-only payments followed by 36 months of payments equal to the 31-day interest amount plus an amount applied to the principal balance. Following the period of reduced payments, the loans return to a Level Repayment Schedule, with monthly payments calculated to ensure that the principal balance and all accrued interest is satisfied within the remainder of the repayment term. This means your monthly installment amount following these reduced payment schedules will likely be higher than it was prior to utilizing one of the schedules.
The [redacted] Custom Choice Loans offer a Modified Graduated Repayment Schedule (MGRS). The MGRS temporarily reduces your required monthly payments, but does not extend your loan term. Following a 24-month period of reduced payments under the MGRS, monthly payments are recalculated to ensure the remainder of the principal balance and accrued interest are satisfied by the pay-off dates required by the respective Credit Agreements. Due to the reduced payments made during the first 24 months of the MGRS, additional interest accrues and a smaller portion of the principal balance is satisfied. This means that your monthly installment amounts following completion of the MGRS would likely be higher than your monthly installment prior to the MGRS. Estimates have been enclosed for your review.
In addition to the MGRS, your [redacted] Custom Choice Loans also remain eligible for the Reduced Payment (RP) plan. You may request the RP plan for a total of six months, granted in three-month increments, to temporarily lower your monthly payments. You must make a verbal or written request to apply for the RP plan and will be asked to propose a monthly payment for the loans. Approval of the proposed monthly payment amount will be based upon the delinquency level of the loans. In addition, a non-refundable, good faith payment in the amount of the approved monthly payment for the loans for which the RP plan is requested must be made at the time of application. If you are approved for the RP plan, your required monthly installments while the RP plan is in effect will be reduced and may allow for a temporary reduced payment that is lower than the reduced payment under the MGRS. Please note: following completion of the RP plan, per the terms of the signed Credit Agreement, your monthly installments must be recalculated to ensure satisfaction of all accrued interest and the principal balance by the pay-off date. This means your monthly installment amounts will likely increase following completion of the RP plan. The MGRS and the RP plan may both be requested verbally.
In addition, if you continue to have difficulty making payments, your [redacted] loan remains eligible for 12 months of Economic Hardship Forbearance that may be applied in three-to-six month increments. The [redacted] Custom Choice Loans are eligible for 12 months of Temporary Hardship Forbearance that may be applied in three-month increments. During periods of forbearance, the monthly payment obligation is temporarily postponed; however, interest continues to accrue on a daily basis and all unpaid accrued interest would be capitalized and added to the respective principal balances at the end of the forbearance. You may choose to make the interest payments during forbearance, which would reduce the amount of capitalized interest following the forbearance period.
AES has reviewed the reasons that you have been denied forbearance. To assist you with applying for this option, we are enclosing the appropriate forms. It is important that the requested supporting documentation be returned with the completed, signed and dated application. Once the documents are received, the processing time may take seven-to-ten business days to complete. AES will promptly follow up with a letter advising of the results of your forbearance requests.
As the service provider, AES is responsible for performing billing, credit reporting, and other servicing activities. These servicing activities may include calls, emails, and letters to the borrower and cosigner regarding the loans5 status. Alternatively, the owners may contract with an outside collection agency to assist in restoring the loans to a current status. AES has no control over the manner in which the outside collection agencies engaged by the owner conduct their operations. Importantly, please note AES will not make calls to you regarding the delinquent status if the loans’ owner/insurer is also contacting you directly about your loans or has directed the loans to a third party collection agency. Finally, AES representatives will always identify themselves and the nature of the telephone call.
As of the date of this letter, the account reflects a past-due balance in the amount of $1,160.01, from December 16, 2013. If you are unable to afford your payments, please consider utilizing one of the options discussed in the letter.
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,

[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.]
Revdex.com:
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 received mailing from them and it's a bad loan, so the best thing for me is to refinance it with a different company and that is what I'm going to do.
Regards,
[redacted]

Hello Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
My financial institution has confirmed that my payment has been returned and will be credited to my account in the next few days.
I sincerely appreciate your help in getting this resolved. For more than 3 weeks I tried to resolve this directly with AES but to no avail.
Thanks again.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]