Pennsylvania Higher Education Assistance Agency

Review: I am a participant in a loan repayment program for health professionals. I work very hard to repay my loans. For my efforts, I receive one loan repayment check per year and apply it to my outstanding loans with American Education Services.

I supplied very specific instructions on how to apply the money and specified exactly what loans to be paid off. American Education Services (AES) did not take my instructions into account and completed the transaction at its own discretion. I was left to contact AES several times and speak to several individuals to confirm and rectify my intentions of loan repayment. It has been over 1.5 months and the situation is still not corrected. In fact, I have been placed in delinquency since AES created an error and did not deduct payment for my loans. My account has been setup for direct debit for several years and could not possibly fail to have money directed for payment. I have asked twice to have a complaint stated that my account should not be associated with any delinquency. The error was solely created by AES and is in no part my fault. This was confirmed by an AES representative. I have asked for this complaint to included in my file. I have not received notification to date that my complaint was received.Desired Settlement: I would like a swift correction of action to adjust the payment as I intended. I would also hope that there is no delinquency noted on my part. I would expect a prompt and courteous response as I was told, more than once, that the actions would be corrected and followed by a representative.

I would like any future student borrower to be aware of the time consuming effort it takes to monitor the progress of the loan repayment program with scrutiny.

Business

Response:

May 29, 2014Dear [redacted]:This letter is in response to your recent inquiry, Complaint ID [redacted], regarding the status of [redacted]. [redacted] educational loan account that is serviced by our office. We trust that the following information will be of assistance.A comprehensive review of the account has been completed by our office. A copy of our letter of response is enclosed for your review. We trust that the letter satisfactorily addresses the concerns brought to our attention, -If you have additional questions or need further assistance, you may call our office Mondaythrough Friday at ###-###-#### from 7:30 a.. to 9:00 pm., Eastern Time.Sincerely,

Review: I have a couple of student loans being serviced by American Education Services (AES) which had been and should be in deferment due to a recent separation from the university where I was attending classes. By federal regulations and laws, a student loan creditor must wait six months before resuming or initiating collection of loan amounts due. However, AES failed to honor these regulations and laws and instead started to bill me $303.20 immediately after the separation from the institution of higher learning took place. AES recently sent me a notice in which it stated that my loans were now in deferment. The deferment, however, was over before it even started and now I have a new bill from AES. AES has been the only student loan service provider that has actually ignored the federal regulations and laws regarding grace periods from among the other loan service providers. I attempted to contact the number provided on the bill, but I was told that AES was closed due to inclement weather conditions.Desired Settlement: I want AES to grant me the full six-month deferment period as required by federal regulations and laws.

Business

Response:

January 29, 2014

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]. As the contracted, third-party service provider, AES administers the loan on behalf of the owner in accordance with the terms of the signed promissory note and federal regulations.

This loan is further detailed in the chart below.

Disbursement Date Loan Program Original Principal Balance Current Principal Balance

September 7, 2005 UNCNS $14,991.72 $15,430.40*

September 7, 2005 SUBCNS $46,091.40 $44,644.08

December 11, 2003 STFFRD $4,511.00 $0.00**

March 26, 2003 UNSTFD $4,644.00 $0.00**

March 26, 2003 STFFRD $8,500.00 $0.00**

*The current principal balance is higher as a result of interest capitalization.

**The loans have a zero balance as a result of the consolidation.

In your inquiry, you indicated that you would like to have a six-month grace period applied to your account. Our records indicate that your [redacted] Loans reflected a graduation date of February 7, 2004 from [redacted] University. Following your graduation on February 7, 2004, your [redacted] Loans entered a grace period for six months. After the six-month grace period, the [redacted] Loans entered repayment status on August 8, 2004. Federal regulations state that a borrower is eligible for only one six-month grace period after graduation. If the borrower re-enrolls on an at least half-time status before the grace period ends, then the in-school status and grace period can be extended. However, if the borrower does not enroll on an at least half-time basis prior to the expiration of the grace period, then the [redacted] Loans will enter repayment immediately following graduation.

Please note, however, that AES received your request to waive the grace period on your consolidation application effective May 19, 2005. A copy of this document is enclosed for your convenience. By completing this section of the application, you requested to have the six-month grace period waived and to have your [redacted] Loans placed into early repayment in order to consolidate them while you were in school. Please note that federal regulations that govern student loans changed effective July 1, 2006, and it discontinued the option to waive the in-school status and grace period of [redacted] Loans. Our office received your request prior to the federal regulation change. Accordingly, we processed your grace period waiver request on your [redacted] Loans on May 24, 2005.

Based upon our review, we determined that the grace period was waived accurately on the [redacted] Loans in order to consolidate them into your Consolidation Loan disbursed on September 7, 2005. Therefore, your Consolidation Loan is not eligible to receive a six-month grace period.

At this time, the Consolidation Loan is current. The next installment of $303.20 will be due by February 4, 2014.

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

Sincerely,

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:

The letter from [redacted], Assistant Vice President of Graduate and Professional Services at American Education Services (AES), inaccurately stated that I graduated from [redacted] University on February 7, 2004. I actually graduated from [redacted] University on that date. This inaccuracy leads me to believe that there may be other inacuracies pertaining my account. Since then, I have attended two universities, none of which led to my graduation. One of them was [redacted] University from 2006 to 2007 and [redacted] Law School from 2011 to 2013, from which I should have received a six-month grace period.

"When you graduate, drop below half time, or withdraw from your academic program, you will receive a six-month grace period for your Direct Subsidized and Unsubsidized Loans. Your grace period begins the day you stop attending school on at least a half-time basis. Once your grace period ends, you must begin replaying your loan(s)."

When I dropped out of my studies at [redacted] Law School at below half time, all of my loans should have been granted a six-month grace period. What [redacted] seems to be stating is that I can only get a six-month grace period from AES and no more, regardless of whether I decide to start a new course of studies at another university later on. I do not believe that this polciy is accurate. Furthermore, she is detailing events that took place ten years ago, instead of discussing the most recent loan history.

In December 2013, for instance, AES notified me about a deferment that was meant to have started on the same month, and that would conclude a month later, on January 2014, not even a full month later after receipt of said notice. Now, acording to my calculations, [redacted] Law School should have notified AES about my withdrawal back in August 2013, which indicates that AES was supposed to grant me a grace period from August 2013 to January 2014, which is probably why AES sent me the deferment notice in December 2013, five months too late and two months too early from the end of the six-month grace period. However, if [redacted] can confirm that AES was notified that my withdrawal from [redacted] Law School occurred earlier, then starting payments on December 2013 would make sense. When was AES notified by [redacted] Law School of my withdrawal?

Regards,

Business

Response:

February 13, 2014

Dear **. [redacted]:

This letter is in response to a follow-up inquiry that AES received from the Revdex.com (Revdex.com) concerning the status of your educational loan account.

As you may know, AES services the subsidized (SUBCNS) and the unsubsidized (UNCNS) portions of your Federal Consolidation Loan disbursed September 7, 2005 on behalf of the owner, [redacted]. The single Federal Consolidation Loan is divided into two portions on AES’ servicing system for interest accrual and calculation purposes. As the third-party service provider, AES must administer the loan in accordance with the terms of the signed promissory note and federal regulations.

It is important to note that your Federal Consolidation Loan was ineligible to receive a six-month grace period. Only your [redacted] Loans that had been included in the consolidation process were initially eligible to receive a six-month grace period following your continuous at least half-time enrollment in school. As indicated in our previous response letter, your request to waive the grace period on your [redacted] Loans was processed in order to consolidate them. Regardless of whether you chose to consolidate your [redacted] Loans before or after the six-month grace period expired on the [redacted] loans, a Federal Consolidation Loan is still not eligible to receive a six-month grace period following an in-school status. A Federal Consolidation Loan enters repayment status immediately after disbursement, and repayment may only be postponed by a period of deferment or forbearance.

The list below details the deferment and forbearance statuses applied to the Federal Consolidation Loan. As you may verify, repayment was postponed immediately following disbursement. During periods of deferment and forbearance, the obligation to remit monthly installments is postponed. The federal government pays the interest on the subsidized portion of the Consolidation Loan during deferment status only. You remain responsible for the accrued interest on the subsidized and unsubsidized portions of the loan at all other times. Any outstanding accrued interest may be capitalized and added to the principal balance at the expiration of the deferment or forbearance status.

Half-Time School Deferment: 9/7/05 - 8/18/06

Half-Time School Deferment: 8/19/06 - 8/27/06

Late School Notification Forbearance: 8/28/06 - 10/3/06

In-School Forbearance: 10/4/06 - 12/31/06

Collection Suspension Forbearance: 1/4/07 - 2/3/07

Temporary Hardship Forbearance: 2/4/08 - 2/29/08

Temporary Hardship Forbearance: 3/4/08 - 4/30/08

Collection Suspension Forbearance: 5/4/08 - 6/3/08

Collection Suspension Forbearance: 6/4/09 - 7/3/09

Full-Time School Deferment: 8/25 09 - 11/2/09

Late School Notification Forbearance: 11/3/09 - 2/16/10

Unemployment Deferment: 3/4/10 - 8/22/10

Full-Time School Deferment: 3/21/11 - 10/17/13

Late School Notification Forbearance: 10/18/13 - 11/5/13

AES receives enrollment certification verification from the National Student Clearinghouse (NSC), which is a website to which some schools report enrollment information for lenders and servicers to access. If the school that you are attending participates with the NSC and you are certified at least half-time at a Department of Education (ED)-approved school, a School Deferment will be applied to your account, and written notification regarding the status of your account will be mailed to you. If NSC reports that your enrollment status drops below half-time, then adjustments are completed in order to bring the loan into repayment.

Although you were initially approved for School Deferment from March 21, 2011 through December 31, 2015 based upon NSC information received in 2011, AES subsequently received verification from [redacted] University that you had withdrawn as of October 17, 2013, and the account was adjusted accordingly on November 5, 2013. In addition, as indicated on page 1, AES applied a Late School Notification Forbearance to the loan from October 18, 2013 through November 5, 2013 to prevent it from reflecting a delinquent status. A letter detailing this information was sent to you on November 6, 2013. No deferments or forbearance were applied to the account after this date, and the loan accurately resumed repayment status with a bill due December 4, 2013.

At this time, your account reflects a current status. The next installment of $308.43 will be due by March 4, 2014. If you experience trouble making your payments in the future, additional information on available repayment alternatives may be obtained by calling AES or by visiting the website at www.aesSuccess.org.

While we regret that we are unable to approve the Consolidation Loan for a six-month grace period, you may be assured that AES is administering the loan in accordance with federal regulations and the terms of your promissory note. If you have any additional questions, you may call our Customer Service Department toll-free at ###-###-####. Our loan counselors are available Monday through Friday from 7:30 a.m. through 9:00 p.m. Eastern Time.

Sincerely,

Review: They make it easy to sign up for automatic payments, but to opt out you have to submit a signed written request form. I had thought I deleted the automatic payment, but they ended up overdrafting an account. Also, I had paid already and ended up paying twice.Desired Settlement: Make it as easy to opt out as it is to opt in like every other student loan service I've come across.

Business

Response:

September 9,2013

Dear **. [redacted]:

This letter is in response to your recent inquiry (ID # [redacted]) regarding the educational loan account of **. [redacted]. We trust that the following information will be of assistance.

AES is not currently servicing an account for **. [redacted]. However, AES was able to locate the current service provider. As a courtesy, AES has forwarded the complaint to the current service provider for review and response.

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,

Review: I have been repaying a student loan with this company for over 5 years. Up until last year, I had not had any issues with their collection. Last year, however, I was unable to pay the charges for one auto-pay transaction due to a divorce which affected my finances. Although I paid the amount afterwards, I was later disenrolled from their autopay system without notification. My first notice was that I was 60 days delinquent on the loans. I then began paying month by month as I was told they could not put me back on their autopay system. Earlier this year, I spoke with another representative who told me this was not the case (while settling a late payment due to a complication with military temporary duty orders - in short I was forced to pay for my temporary duty move and rental car on my own dollar to be reimbursed at the end of the month). She enrolled me in the autopay program which reflected on my account status. Once again, however, it has failed to take out the funds despite the funds being available. Currently their website both says that I am past due on my payment and that my loan is not currently in repayment status. I have taken screenshots of both of these pages. I have been repaying this loan while attending college full time and just recently graduated with intent to start graduate school in the fall. I chose to repay the loans now so as to help limit some of the interest on the loans but have had nothing but issues with this company's system over the past year. In some of the months when I scheduled payments manually, the payments would not be taken out until 2 weeks after the scheduled payment date. I do not know what has happened with their system but I had not had these issues until this year.Desired Settlement: I would like to see the system fixed and these delinquency statements removed from my credit reports. I have discussed the issue with them in the past but they said they could not have them removed or acknowledge the error in their system which caused the issues. I would not have been late on many of these payments if I had been informed that I was being removed from autopay and if they did not wait until 2 weeks after the scheduled date to charge my account.

Business

Response:

See attached PDF file.

Review: I have had serious issues with customer service at this company. This company services my student loans. I have been making student loan payments through direct debit monthly. They have been applied to loan sequence 1/2. While this has been occurring, loan sequence 3 has been unpaid and labeled as delinquent. The company has completely destroyed my credit rating by filing a late payment against me. When I became aware of this issue, I tried to start working with the company in order to have the payments I am making to loan sequences 1/2 applied to loan sequence 3. Loan sequences 1 and 2 are paid through 2014 and do not need to be paid at this time. I have submitted numerous requests via fax and email as the customer services representatives have told me to do in regards to specific forms they need me to send. However, they never receive these forms. Thus, I am unable to have the direct debit suspended for loan sequences 1/2 and inititiated for loan sequence 3 b/c the company never "receives" the written information that I send them. I am not sure how to get these documents into the right hands. However, as the days pass by and I wait on them to receive my written request that has been sent, it is then time for another direct debit for the wrong loan which continues to be taken out of my bank account. When I am then unable to come up with additional money, my loan sequence number 3 becomes again delinquent. I am trying to fix the problem, but at this point, given the time and effort I have put into this, I have no idea what to do next.Desired Settlement: My desired outcome would be for this company to have system in place that actually receives and processes the information that customers submit. I am doing my part. I would like for them to do their part in processing the information I am submitting. I would also love for the negative mark to be removed from my credit report. Given that I have been working on this issue trying to get things straight and have been encountering roadblocks at every turn with this company, I do not see where this should be an issue. I have been paying this company consistently for a long time. I just need the money routed to the right place.

Business

Response:

See attached PDF file.

Review: On February 19 I sent a check to American Education Services in the full amount of $3500.00. The amount on the customer statement was $3500.00 and the due date was 2/26/2013. When I called the company on 2/21 to confirm if they received the check they told me no. I called back consistently every day and I was told they have not received a check. On February 26 I waited 30 minutes in line at the post office to get a receipt of confirmation and the signature of the employee that worked for the company. According to the United States Postal Services, the package arrived and was signed for on 2/21/2013 and a [redacted] signed for the letter. I faxed all my information to American Education Service on March 5. On March 6 I called the company to confirm that they received the information I faxed over. They put me on hold for 20 minutes and transferred the call to [redacted] at that time I was told that the check was found but it was not the correct balance. He said that the amount had acquired interest during 2/26-3/6 and August 6- August 13, 2012. I informed [redacted] that I had requested deferment documentation from July of 2012 and the wrong paper work was sent to me. I spoke with 3 representatives over the phone and all 3 sent me the wrong form. [redacted] stated that I have to pay the entire balance of $3520.00 to prevent daily interest payments. [redacted] stated that the check was not processed because it was sent back but when I asked for the date when the check was sent back he was not able to tell me and he would call me back in the afternoon to keep me up to date. Furthermore, he never called me. I called [redacted] 2 days later that is when he informed me that American Education Service still had my check in their possession and are still charging me interest. If I did not sent the payment by certified mail they would have told me they never got my payment. I am concerned because they have done this with others and this behavior needs to stop. Revdex.com I can fax over all my information and proof.Desired Settlement: I would like a refund of $9.75 to be returned and a apology for the aggravation they caused.

Business

Response:

Please see attached PDF file.

Review: This company debited my checking account without authority due to a system error. Instead of quickly remedying the issue and making me "whole", the company has failed to credit my account of the unauthorized debit and has also failed to cover the overdraft fees related to their mistake. I have submitted all required documents requested by American Education Services to prove that my account was overdrawn. I was promised a 7-10 day turnaround to fix the issue. Today is day 16 and instead of getting the turnaround I was promised I am now getting the runaround.Desired Settlement: 2 options:1. I would like the company to reverse the charge to my account dated June 1, 2014 and with that reversal the overdraft fee assessed will be reversed.2. I would like the company to apply the monies collected on June 1, 2014 to my July 1, 2014 bill and send me a check in the amount of my overdraft fee. With the check, I would also like the company to acknowledge their mistake on company letterhead for my records.

Business

Response:

June 30, 2014Dear [redacted]:This letter is in response to an inquiry that AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account. We trust that the following information will be of assistance.AES currently services five subsidized Stafford Loans and three unsubsidized guaranteed Stafford Loans on behalf of their owner, [redacted]. As a contracted, third-party service provider, AES administers the loans in accordance with the terms of the signed promissory note and federal regulations.Our records verify that on May 1, 2014, you contacted our office and requested to suspend the Direct Debit service for June 1, 2014. Regrettably, you received inaccurate information when you were advised that the Direct Debit service could be submitted on May 1, 2014 to suspend the June 1, 2014 installment due date. AES was unable to complete this adjustment as a result of the current billing cycle.When requesting to suspend a Direct Debit payment, our office should be notified any time between the day immediately following your installment due date (in this case, the 2nd day of the month) and the third business day before the Direct Debit is scheduled to deduct your next installment. In addition, we can only suspend the Direct Debit service for 30 days at a time and would automatically resume for the following installment’s due date.Thank you for providing a photocopy of your bank statement confirming the $274.43 Direct Debit payment on June 1, 2014 and the $33.00 non-sufficient funds fee that you incurred. As you requested, the $274.43 Direct Debit payment effective June 1, 2014, which satisfied the July 1, 2014 billing statement, will remain on the account.As a result of this payment, your account currently reflects advanced-payment status through July 1, 2014. Accordingly, your next payment of $274.43 will be due on August 1, 2014 for this account. In addition, your request for a refund of the $33.00 non-sufficient funds fee has been approved and will be sent under separate cover.In addition, as you requested, AES completed adjustments on June 18, 2014 to cancel the Direct Debit service for your account. [redacted], AES sincerely regrets any inconvenience or confusion that this situation may have caused you. We trust that you will be more satisfied with the servicing of your account in the future.We trust this letter satisfactorily resolves the concerns brought to our attention. 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 review your account.Sincerely,

Review: The company failed to honor a verbal recorded agreement.they also failed to disclose the allowed length of deferment and or forbearance time, along with violating state of oregon laws and the debtor protection act against against verbal threats.Desired Settlement: Because they collected in the past and are attempting to collect debts owed by Oregonians without a oregon registration I want all that money back for every time they collected and attempted to collect without a registration and for using threatening gestures like judgement and filing a lawsuit against me or the co signers and threatening to ruin all parties involved credit. I want both loans discharged with the release of the co signers and any attorneys fees I endure

Business

Response:

May 29, 2014Dear [redacted]:This letter is in response to your recent inquiry (ID# [redacted]) regarding the status of [redacted] 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 to [redacted] is enclosed for your review. We trust that the letter addresses the concerns brought to our attention.If you have any additional questions, please call our office at ###-###-####. Loan counselors areavailable Monday through Friday from 7:30 a.. to 9:00 pm., ET.Sincerely,

Review: This company is calling my number several times per day. We have not done business with them EVER. They claim to be calling my husband [redacted]., or our nephew [redacted]. I have blocked two of their phone numbers and now they are able to send me voice mails without the call registering. I have left messages that we have not done business with them - this is not a contact for [redacted]. We just want them to quit calling. Sometimes they call 3 - 4 times per hour.Desired Settlement: Quit calling. Remove our number from your list.

Business

Response:

March 12, 2014

Dear **. [redacted]:

Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com (Revdex.com) concerning the telephone calls that your husband is receiving regarding an account serviced by our office. We trust that the following information will be of assistance.

Based upon our review, we determined that your husband, [redacted] has an affiliation with an account that AES currently services. Since you are not listed as an authorized third-party on that account, we are unable to release specific details to you. Therefore, in order to resolve this matter, we ask that you have your husband contact AES directly.

Your husband may call Research Specialist [redacted] directly at ###-###-#### to discuss this matter further and to resolve the issue.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:We do not accept this response. We have tried to respond to the harassing calls and each time we use one of our phones to make that call - it seems that more calls start coming in. We will not call them back any more. We ask that they take our number off of their list. Period. We have talked to the person they are calling about. He NEVER gave them any of our information - so how they connected us is of questionable nature also.

Review: AES is calling and threatening me because I can't pay for a loan that I'm a cosigner on. Today they called and threatened to liquidate my assets. They are calling daily sometimes 2 - 3 times a day. Since cosigning for the school loans I have had a stroke and can no longer work and have told them this repeatedly.Desired Settlement: I want the phone calls stopped as there is now way that I can pay for these loans now that I am unable to work.

Business

Response:

October 15, 2013

Dear **. [redacted]:

Kindly allow this letter to serve as a formal response to the inquiry AES received through the Revdex.com (Revdex.com) regarding the status of the educational loan account that you cosigned on behalf of [redacted].

AES currently services the privately-insured Alternative Undergraduate Program (ALPLN) Loan on behalf of the owner, [redacted]. ([redacted]). In addition, AES previously serviced the privately-insured [redacted] Private Student Loan ([redacted]) on behalf of the owner, [redacted]. By signing the Credit Agreements, both you and **. [redacted] agreed to be equally responsible for the timely repayment of the loans. As the contracted, third-party service provider, AES is/was required to administer the loans in accordance with the terms of the Credit Agreements. AES is responsible for performing billing, credit reporting, and other servicing activities.

Your Revdex.com inquiry indicated that you have concerns regarding telephone calls regarding the delinquency on the account. Because the [redacted] Loan was “charged off’ and transferred to the owner/insurer for collection effective August 23, 2013, AES is no longer servicing this loan or attempting to contact you about any delinquency that may exist on the loan. For assistance with the [redacted] Loan, you may wish to call [redacted] directly at [redacted], Option *.

According to our records, a separate collection agency, [redacted]), was contracted by [redacted] to perform collection activities for the ALPLN Loan which AES continues to service. Because an outside collection agency has been contracted by [redacted], AES is not currently attempting to contact you about the delinquency that exists on the loan. Because any collection activities performed by [redacted] are made outside of the jurisdiction of AES, we are not able to address directly the manner in which you were contacted. However, we regret any inconvenience or confusion this activity may have caused. In addition, a copy of your correspondence has been forwarded to [redacted] for review.

We understand that you may be experiencing some difficulties with remitting satisfactory payments under the current repayment schedule for the ALPLN Loan. As much as possible, we wish to assist you in establishing repayment arrangements that are ideal for your financial situation. However, it is important to note your repayment terms must be set at a level that ensures the satisfaction of the loan within the terms of the signed Credit Agreement. Furthermore, alternative repayment options are granted at the sole discretion of [redacted]. At this time, [redacted] does offer the Modified Graduated Repayment Schedule (MGRS) to temporarily reduce your monthly installment.

The MGRS features 12 reduced payments that are approximately 50% of the installment amount calculated under a Level Repayment Schedule. After the initial 12 months of reduced payments, the following 12 payments are interest-only payments, which are equal to the amount of interest that accrues during a 31-day period. Following the 24-month period of reduced payments under the MGRS, monthly payments must be recalculated to ensure the remainder of the principal balance and accrued interest are satisfied by the pay-off date required by your Credit Agreement. Due to the reduced payments made during the first 24 months of the MGRS, additional interest accrues and a smaller portion of the principal balance is repaid during this time. This means your monthly installment amounts following completion of the MGRS would likely be higher than your monthly installment prior to the MGRS.

In addition to the MGRS, your loan also remains eligible for six months of Temporary Hardship Forbearance, which may be utilized to temporarily postpone your monthly installment. During periods of forbearance, the monthly installment is postponed. However, interest continues to accrue daily on the loan. You have the option to pay this accrued interest. However, any outstanding accrued interest bay be capitalized (added to the principal balance) at the expiration of the forbearance status. To apply for this option, please complete the appropriate sections of the enclosed application and return it to our office.

At this time, the ALPLN Loan is in arrears from April 11, 2013 for $2,751.35 (with an additional assessed late fee of $30.00). The next installment of $393.05 will be due November 11, 2013. Therefore, the total amount due to bring the loan current at that time will be $3,144.40. If payments are not remitted by the due date, the loan will continue to be collected upon by [redacted]. Collection activities continue until the loan is restored to a current status.

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,

Review: 0n 7/14/04, I co-signed a loan for a relative with American Education Services. I have taken full responsibility of being the person responsible for this loan ONLY. However, AES has currently turned my name over to a collection agency for a loan that I did not co-sign. They have revealed personal information about a loan that the same relative has apparently taken out with them. In the past, I have spoken on the telephone with a representative because my payment was applied to another loan instead of the loan I co-signed.Desired Settlement: 1) Notify NCO Financial Systems, Inc. and let them know that an error has been made in assigning me to a debt that is not mine.

2) DO NOT CONTACT ME REGARDING ANY ACCOUNTS I HAVE NOT CO-SIGNED

Business

Response:

November 14, 2014Dear [redacted]:This letter is in regards to the inquiry we received 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 holder, [redacted] ([redacted]). AES administers the loan 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 requesting to not be contacted regarding a loan that you did not cosign. Upon review AES’ records confirm that no effort has been made to contact you regarding any debt serviced by our office other than the loan you cosigned on behalf of [redacted]. Pursuant to AES’ privacy policy, your Non-Public Personal Information (NPPI) may not be shared. As previously stated, AES services the loan on behalf of [redacted]. AES will perform additional servicing activities when a loan is in a delinquent status; however, AES does not turn the loan over to third-party collection agencies.The signed Credit Agreement stipulates that the borrower and cosigner are equally responsible for maintaining a current account status by remitting on-time payments. When your loan is 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 holder of your loan may also contact you and the borrower directly, or it may use a collection agency to assist in obtaining payment for the delinquent amount. Therefore, you and the borrower 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.At this time, your ALPLN Loan is past due $23.44 from October 19, 2014. The next $38.71 will be due on November 19, 2014. If no payments are remitted in the meantime, a total of $62.15 will be due at that time.Separately, by signing the Credit Agreement you and the borrower agreed to maintain current valid demographic information on the account at all times. When AES is notified that the demographic information is invalid skip trace activities are commenced. When skip tracing is performed AES will attempt contact with the borrower, cosigner, references, or any employer listed on the loan application in an attempt to receive valid demographic information, AES’ records confirm that the telephone number(s) associated with [redacted]’s account are currently invalid. If a valid telephone number is provided, skip tracing activities will discontinue. 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: They have reported inaccurately for 6 months on my credit reports and need to change status to paid.Desired Settlement: report right on all credit reports

Business

Response:

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

Consumer

Response:

You and [redacted] are non merciful lenders period. You will not continue to falsify my credit. You have had too many complaints with you and your other loan partner. I will not be lied to after a year and will consult with an attorney if necessary. I am thankful however, you have given me number I can contact [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]

Review: [redacted]

I am rejecting this response because:

Regards,

Review: I have contacted AES because they have a negative on my credit report about this account. The account is in question because they have typed in my information, but have written in the information for the school, also they have the e-mail address for me personally going directly to the school. I would never apply for a loan and send the information to the school. The signature they have on the application also looks to be copied and pasted. They originally told me they have no signature on the document , and miraculously produced a document with a signature. I was told by AES I would be receiving a fraud application, but have never received the application. I also want this removed from my credit report because they have not proved it is my account, and in order for you to place something on someones credit report you have to be 100% sure it is their account. I have never applied for a loan in school because I always received GI Bill money.Desired Settlement: Please remove this off of my credit report immediately.

Business

Response:

June 20, 2014Dear [redacted]:This letter is in response to the 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 previously serviced one Career Xpress Loan on behalf of the owner, [redacted]-*. As the former servicer, AES administered the loan in accordance with the signed Master Promissory Note, a copy of which is enclosed for your records. The loan was disbursed on March 16, 2006. AES was responsible for billing, credit reporting, and other servicing-related activity.Our records indicate that the loan was disbursed for the purposes of financing your education at the Aviation Institute of Maintenance for the term beginning February 21, 2006 and ending February 20, 2007. After the initial separation date of September 20, 2007 and a three-month grace period that ended December 20, 2007, the loan was scheduled to enter repayment, with the original first payment due on January 21, 2008. The loan then had additional periods of School Deferment extending through March 15, 2012. The loan entered repayment with the first payment due April 21, 2012 in the amount of $63.90. AES continued to send monthly billing statements with the last statement dated August 1, 2012 and a due date of August 21, 2012. Because no payments were received for the billed amounts, the loan defaulted effective August 28, 2012 and is no longer serviced by AES.In your Revdex.com inquiry, you contend that AES placed a negative mark on your credit profile. As the loan servicer, AES is responsible for reporting the status of the account monthly to the nationwide consumer reporting agencies. AES has previously reviewed the information submitted to the nationwide consumer reporting agencies and the reported data for May 2012 through August 2012 is accurate. Pursuant to the Fair Credit Reporting Act, 15 U.S.C. § 1681s-2(a), companies which furnish data (such as AES) to credit reporting agencies are prohibited from knowingly reporting inaccurate information. Since AES can verify that the unfavorable information was accurate, AES cannot lawfully remove the unfavorable information.AES is unable to verify that you were advised that the Master Promissory Note did not have a signature. However, we are able to validate that we previously advised you that your request for a copy of the original agreement was not signed and did not include your date of birth. You also mentioned that the email address on the application was your school email address. AES cannot determine why an applicant used a particular email address. The email was valid and in the application process is used as another source of contact should there be additional information necessary to process the loan. Additionally, AES cannot explain why the school decided to hand-write the school portion of the application; however, a valid signature of a school official has been affixed to the application.The contract agreement titled Career Express Loan Application/Master Promissory Note (Signature Page) is the final document that must be signed prior to the actual disbursement of a student loan. This page alone constitutes the final condensed version of the general agreement by identifying the specific information such as the lending institution and the student borrower, the amount of money being borrowed, the school in which the borrower is attending, and the variable interest rate. More importantly, the contract / signature page is a testament by the borrower that they have read, understood, and agreed to the information contained in the agreement, plus the additional terms and conditions governing the timely repayment of the debt. At this point in the loan origination process, the student borrower has already produced a series of documents evidencing his / her creditworthiness, along with the initial application to apply for funds. As well, the lender has reviewed and made all verifications of written statements made by the borrower in terms of employment history, salary, credit verification, and references. While the document name may vary based on the preference and practice of the financial institution from which the student is seeking to borrow the funds, the end result is a binding contract governing the consumer credit / financial transaction.Because the loan defaulted and is no longer serviced by AES and you believe that you may have been a victim of fraud, you may wish to contact Goal Structured Solutions, the managing entity of the charged-off account, directly at ###-###-#### to further discuss your concerns and any recourse that may be available. Please use prompt #4 to reach a representative to discuss your account and concerns. If a voice mail is received, please leave a message for a return call.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,

Review: In the summer of 2013, AES bought a traunch of loans from [redacted], my educational loan service provider. I have been with [redacted] for years and all payments were autodrafted from my [redacted] checking account without fail. When AES bought my loan they tried to contact me via email and once by letter (Snailmail). From the time they bought the loan my ACH continued to come from my account at [redacted] and I did not receive any mail from them as my family and I were in the process of building a house and moving. I also do not use the comcast email address and haven't for over 5 years. In October of 2013 AES stopped the autodraft because I had not submitted the necessary documents they said they provided. I did not realize this until March of this year. Because they did not follow up I have lost the rate of 2.625% on my loan and was charged a $17.76 late fee. My loan rate is now up at 3.625% (which I realize is not bad...but that is beside the point. I do not believe AES was diligent enough in trying to contact me.Desired Settlement: I want AES to refund me the $17.76 late fee and repair my loan "status" so that my loan interest rate returns to 2.625%. That's all I want. I would even agree to pay the $17.76 if they would repair my loan status.

Business

Response:

April 19, 2014Dear [redacted]:This letter is in response to your recent inquiry (Complaint ID [redacted]) regarding the educational loan account of [redacted]. [redacted]. We trust that the following information will be of assistance.A comprehensive review of the account has been completed. 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,

Review: My ex-wife made some false accusations against me via a phone call to, I'm assuming the AES finance department. Not that it's any of their business but they decided to lock my account without even a warning. Now my account is being hijacked or hacked into, nor can I access any online services to stop these changes to my account. AES will not unlock my account and does not provide me with the correct tax information need to file. Changes are being made to my account without my knowledge, information is being stolen and misused.Desired Settlement: I should not be treated this way by anyone especially by your finance department. My online account access should be restored.

Business

Response:

April 16, 2014Dear [redacted]:This letter is in regards to your inquiry we received from the Revdex.com (Revdex.com) regarding the status of the educational loan account, serviced by our office. We trust the following information will be of assistance.AES currently services three federally-guaranteed [redacted] Loans disbursed on December 14, 2006 (subsidized [redacted]), August 27, 2007 (subsidized [redacted]) and August 27, 2007 (unsubsidized [redacted]) on behalf of the owner, [redacted]. In our capacity as a servicer, AES administers the loans in accordance with the terms of the signed promissory note and federal regulations.Contrary to the information in your correspondence, as previously stated in our letter to you dated February 13, 2014, several unauthorized, electronic payment transactions occurred on your account. Therefore, AES was required to remove the payments from your account and block your Account Access online since the payments had not been authorized by the account holder. A copy of which is enclosed.On April 1, 2014, you contacted AES and spoke to a loan counselor. During the conversation, you were advised to have your bank mail or fax AES a letter stating that you were authorized to use the companys checking account. At that time, you were provided with AES correspondence address and fax number. AES records confirm that no letter was received from you or your bank. In addition, you were advised that your Direct Debit application was received by the previous servicer and denied because its office also needed a letter from your bank stating that you were authorized on the checking account.Although your Account Access has been blocked, as a result of using an unauthorized companys bank account, you may submit your payments by mail to our office. Please include your 10-digit account number on your check or money order.On April , 2014, AES received your email dated April 2, 2014. According to your email, your Account Access was blocked and you wanted to know the amount of interest paid in the 2013 tax year. On April , 2014, AES sent an email in response and stated that a total of $451.51 was paid in interest in the 2013 tax year, a copy of which is enclosed. In addition, a duplicate copy of your 1098-E Form was mailed to you on April , 2014.At this time, the account reflects in a period of Temporary Hardship Forbearance until April 23, 2014. At the expiration of the forbearance any unpaid interest will be capitalized (added into the principle balance). On April 2, 2014 AES received a payment in the amount of $114,25. As a result, the payment was credited towards the installment due on April 24, 2014, If you require additional information please contact Customer Service at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.. to 9:00 pm., ET.Sincerely,

Review: On December 18, 2013 I contacted American Education Services (AES) regarding my account # xxxxxx[redacted]. I had an automatic payment setup with them for my monthly student loan bill. I no longer use that bank as my primary financial institution so I wanted to cancel my automatic payment. This option was not available to do from the AES website.

On January 7, 2014 I made a payment of $30 in “good faith” because I was past due. A week later I received a check that my credit union placed a hold on. I then calculated when the funds would be released & scheduled a payment of $628.22 to AES to process on 17 January 2014 for the remaining Dec balance & the amount due for January. I had apparently miscalculated and the funds became available on 16 January 2014. I then went to the AES website to modify the payment date to the 16th because I was eager to catch up my account. I thought the process I followed was cancelling the payment on the 17th and would process on the 16th instead.

On 21 January 2014, I noticed on my bank account information that I had a pending payment of $329.11 from AES. I called my bank and they told me I needed to call three days prior to an authorized payment in order to cancel. So I made a phone call to AES and was on hold for 25 minutes to be exact. I was at work, so I needed to go to a meeting and I hung up the call and sent an email from the AES website explaining my problem. In that email I requested a callback and provided my phone number.

On 22 January 2014, I then saw the amount of $329.11 had posted to my account. My wife then told me the account I used to schedule the payment on the 16th was showing a second payment of $628.22 pending. I then called AES and spoke to two representatives. The representatives at AES then told me I cannot change payment dates on the website and that is why the second payment of $628.22 was processed. In regards to the amount of $329.11, I was told my conversation on 18 December 2013 had stated the automatic payment would be “suspended”. So a payment was automatically drafted for an account that had no balance due.

The AES “supervisor” told me I needed to call my bank to cancel the payment. My bank told me because it was an authorized payment by “[redacted]” that they could not dispute the incident as and “unauthorized” payment.

I called back to AES and spoke to the same “supervisor” and was told they could not refund my payments. He “spoke” to the finance department and said that there was nothing he could do. No one at AES will take ownership of the mistake. I have paid AES $1615.55 in the month of January for the amount of two monthly payments of $329.11 each and no one at AES will acknowledge the mistake. My account is clearly up to date and no one has made any effort to resolve this mistake for me. I just want the duplicate payment of $628.22 on 17 January 2014 & the automatic payment for $329.11 on 20 January 2014 to be refunded to me.Desired Settlement: I would like to be refunded the duplicate payments, scheduled on the AES website.

Business

Response:

January 29, 2014

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 one privately-insured Alternative Undergraduate Program (ALPLN) Loan for you on behalf of the loans’ owner, [redacted]), As the third-party service provider, AES administers the loans on behalf of the owner. This 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 $957.33 due to multiple payments being applied to your AES account in January 2014. The chart below details payments AES received for your account, as well as the manner in which they were remitted, in January 2014.

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 $628.22 effective January 17, 2014 and the Direct Debit payment in the amount of $329.11 effective January 20, 2014.

Concerning the Direct Debit program, our records reflect that you contacted AES on December 18, 2013 and requested a suspension of the automatic payment scheduled for the installment due December 20, 2013. The request was processed and notification was sent to your attention on December 19, 2013. The letter reflected that: The suspension only applies to the payment listed above. The Direct Debit service will resume on your next scheduled due date. The 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, 2014. A copy of the letter dated December 19, 2013 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 date. In 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, 2014. The request was processed on January 28, 2014 and the Direct Debit program has been removed from your account. Going forward, you will be required to manually remit payment to AES. Written notification regarding this information was sent to your attention under separate cover on January 29, 2014.

Regarding the two online payments of $628.22 you remitted, our records reflect that you successfully completed the transactions via your online profile on January 8, 2014 with an effective date of January 17, 2014 and on January 16, 2014 with an effective date of January 16, 2014. You may view and/or cancel pending online payments on our website. Since 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 payment. Our 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 remit. On January 24, 2014, AES received notification from your financial institution to remove the online payment you remitted in the amount of $328.22 effective January 17, 2014; on January 27, 2014, AES received notification from your financial institution to remove the Direct Debit payment of $329.11 effective January 20, 2014. As of the date of this letter, the last payment reflected on your account is an online payment in the amount of $628.22 effective January 16, 2014. This payment fully satisfied the installments due on December 20, 2013 and January 20, 2014. It is anticipated that your next monthly installment of $329.11 will be due on February 20, 2014.

If you have any additional questions, you may call our Customer Service Department at ###-###-####. Our loan counselors are available Monday through Friday from 7:30 a.m. through 9:00 p.m. Eastern Time. 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 have contacted American Education Services (AES) at least 5 times in the past 30 days to resolve an issue with my student loans. Their system is showing that I'm delinquent 25 days on student loan payments; however, I just recently made a payment August 21st for the correct amount of money. I have never missed a student loan payment and I am even enrolled in their automatic payment program which automatically takes almost $1000 dollars out of my bank account every month. Their company has assured me that the issue will be fixed, but I continue to receive emails, phone calls, and letters in the mail which threaten to add on late payments and hurt my credit score. Tonight was the last straw. After calling AES this evening, their employee informed me that a late payment has been applied to my account and that I've lost my loan incentive program. Instead of fixing the problem tonight, she told me that I would have to call back tomorrow to address the problem. I've had several other problems with regards to their computer system. It is not user friendly at all and is very hard to understand. I've repeatedly paid more than the correct monthly amount because their computer system is so confusing.Desired Settlement: I would like for my account to be balanced and current. I would also like for my loan incentive programs to be re-instated. Thank you.

Business

Response:

September 30, 2013

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

Dear **. [redacted]:

This letter is in response to your recent inquiry, Complaint ID # [redacted], regarding the status of [redacted]’ 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: I believe Loans 1 and 3 should be reinstated to the Borrower Benefit Program (BPP), as a two-time courtesy, since it was an AES employee who told me that paying my balance of $640.06 on 6/18/13 would NOT result in the loss of my BPP. I would have gladly paid the extra $28.99 if the AES employee would have explained the correct information to me. However, I was misinformed about the BPP by the AES employee.

Regards,

Business

Response:

October 15, 2013

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

Dear **. [redacted];

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

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

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because I feel that my Borrower Benefit Program (BBP) should be reinstated since I was misinformed about the BBP by your AES employee over the phone. During the conversion on June 5th, 2013, the AES employee advised me that my Total Balance Due was $640.60. I specifically asked the AES employee if paying the $640.60 would affect my BBP and she misinformed me that it would not. Since I was misinformed by your AES employee over the phone about my BBP, I feel as though I should get a 2nd reinstatement of my BBP.

Regards,

Review: I had a payment due on my student loan for 6/20/2013 and I made that payment on 6/7/2013 for the full amount; however AES still tried to debit my bank account for the full amount of the June installment. This caused my bank account to go into the negative and have received a NSF fee from bank. I attempted to contact AES to resolve the issue and to have them contact the bank to remove the NSF fee. I spoke to three different tiers of customer service reps (CS rep, Senior CS Rep, Supervisor) and none of them were able to provide any assistance. All three representatives were rude and declined any request for help or assistance. They should not have attempted to withdraw money from my account after I had already made the payment to satisfy the installment amount.Desired Settlement: I would like for my NSF fee to be removed from my account.

Business

Response:

See attached PDF file.

Review: I entered a rehabilitation program, to repair my credit, since my student loans defaulted. I made all mandatory payments, in order to remain "timely" on all payments, my account was then transferred to [redacted] to finalize payments. I continued to make timely payments, paying my account completely off, in agreement that "american eduation service", would remove all negative reportings off my report. The company has failed to do so, and my accounts still show as deliquent. I want this all removed from my credit report immediately or I will have to take legal action.Desired Settlement: to remove all negative information from my report, to remove the negative report feedback.

Business

Response:

See attached PDF file.

Review: AES took over my student loan a little over a year ago and contacted me to set up electronic payments for the loan and my checking account. They failed to tell me that this would only be valid for 6 months and that I would have to go online to set it up permanently. December 2013 comes around and I notice they did not take out their payment and find this information out then and also treated me as if I was purposely trying to miss the payment. I got online and set up the electronic payments as instructed and make both November and December payments to catch up but then failed to tell me that it takes 2 months for the EFT to take effect so that I would have to make the January payment manually. Fast forward to September I find out by logging into the account that I am showing that I am behind on my payment since January. When contacting customer service I am again treated as if I am purposely avoiding my payments. In order to show I am not I make the payment to catch up the account with a manager on the line. I requested that I have the. Late fee removed which no longer shows on the account but also requested that the disqualification for future rate reduction be retracted since I was not at fault for the billing issue by never being notified by letter, email, or while I was on the phone with customer service of the payment issue or that the over the phone would be for 6 months and the EFT takes 2 months to take effect. They denied my request to have the disqualification removed from my accounts. I feel this is a bad practice of the company to take advantage by getting more fees and keeping me from being able to have good standing so they do not have to provide me with any assistance on rate reduction in the future.Desired Settlement: Remove the disqualification from my accounts since I was not ever properly notified of the EFT and billing practices and issues by the company.

Business

Response:

September 16, 2014Dear [redacted]:This letter is in response to your recent inquiry, ID #[redacted], regarding the status of [redacted]’ educational loan account serviced by our office. We trust that this information will be of assistance.A full review of the account has been completed by our office. A copy of our response letter is enclosed for your review. We trust that the letter satisfactorily addresses the concerns brought to our attention.If you have additional questions or need further assistance, you may call our office Mondaythrough Friday at ###-###-#### from 7:30 a.m. to 9:00 p.m., ET.Sincerely.Shelly BAssistant Vice President

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:

The only correspondence I have received was the transfer of the loan in summer of 2013. I made the call and set up the auto pay over the phone but was not informed that I still had to send in the paperwork in order to make it permanent. It was not until December 2013 that I noticed there was an issue and upon contacting AES was made aware that I had to send the paperwork in. Also upon doing so was advised to make the payments that were late for Nov and Dec and that the auto pay would kick in starting the next payment. The next due payment was not until Jan 5, 2014. I was not advised at any point that I had to make all 3 payments for Nov, Dec, and Jan to make the account current when I had contacted AES in Dec of 2013. I find that this was a way in order for AES to mislead people in order to collect late fees and raise interest. I have not received any correspondence by mail, email, or by phone in relation to being behind on any payments. Just because AES says they sent something does not mean it was ever received. I have checked all filters on emails to make sure that the email was not sent to another folder and I am unable to find anything from them. I have had my phone number since the late 90's so my number has not changed and unclear why AES never once tried to contact by phone or mail if they were not getting a result from their supposed emails. When I contacted AES I was treated as if I am a majority of the country not paying their bills and can't afford my payments. I was treated with little respect from their operators and even a lower level manager. I have made my payments successfully since the loan repayment went active with the previous lender and only have had issues since [redacted] and AES have taken over the management of the loan. I made good on making the payments to catch up on the account as soon as I found there was an issue since AES has taken over the loan. I reject the response by AES because I find they purposely make it unclear on processes in order to mislead someone to falling behind in order to collect higher interest and late fees. I am also going to include all this when I file my complaint to both Texas and Pennsylvania State Attorney Generals. I think the results from this situation only shows the level of [redacted] and AES business practices to mislead.

Regards,

Business

Response:

October 3, 2014Dear [redacted]:This letter is in response to your recent inquiry received through the Revdex.com concerning the status of your educational loan account serviced by our office. We trust that the following information will be of assistance.A comprehensive review of the subsidized and unsubsidized portions of your Federal Consolidation (SUBCNS/UNCNS) Loan disbursed September 7, 2005 has been completed.As you know, AES sent a letter dated June 17, 2013 detailing that your loan had transferred from [redacted], the previous servicer, to AES. This document clearly states, “If you were enrolled in the Direct Debit process with [redacted], then this process will continue with AES for only 120 days from the date of this letter. An Electronic Funds Transfer Agreement must be completed and returned to AES within 120 days from the date of this letter in order to continue the Direct Debit process with our Agency and retain any applicable interest rate reduction incentives.” However, from June 17, 2013, the date the transfer letter was mailed to you, through December 15, 2013, our records show no incoming communication from you.On December 16, 2013, you called AES to inquire about how to locate a Direct Debit agreement through our website. At that time, AES advised you about late fee assessment, the loss of the Borrower Benefit Program (BBP), delinquency, collection activities, and credit reporting. In addition, we provided information about the username to access your AES online account, how to locate the Direct Debit agreement online, and how to create a signature electronically.Our records confirm that you submitted an online payment for $496.15 effective December 16, 2013 which satisfied the November and December 2013 billing statements and $14.45 of the January 2014 bill. AES also received your electronically signed Direct Debit agreement and mailed you an approval letter the following day. As you may know, your electronic signature verifies that you understood and accepted the conditions of the Direct Debit Agreement. This agreement states on the front of the form under “Payment Information” to “Please continue to remit your monthly installments until you receive a monthly billing statement indicating that your account has been set up on Direct Debit. Please allow one or two billing cycles for Direct Debit to be set up.”AES understands that you believe you did not receive any contact from our office regarding the delinquency status of your Consolidation Loan. However, AES records confirm that you were mailed 10- day and 15-day delinquency letters to the address on file on November 19, 2013, January 20, 2014, February 20, 2014, March 20, 2014, April 21, 2014, April 23, 2014, May 20, 2014, June 20, 2014, July 21, 2014, and August 20, 2014 to advise that a payment was past due for your educational loan account.It is important to note that these letters were not returned to our office as being undeliverable. Therefore, you may wish to contact the U.S. Post Master in your city to discuss this matter in further detail.Furthermore, through your AES online account, you opted for Paperless Enrollment which means that you would receive account-related communication and tax statements to your AES online account Paperless Inbox. In your AES online account under Account Profile, it states that “We will send electronic correspondence to the email address on file: [email protected].” At this time, your current email address is listed in your Paperless Enrollment.While your Direct Debit service is active, the billing statements are viewable in your Paperless Inbox and not electronically billed (e-bill) to you. If you should suspend or cancel the Direct Debit service, the e- bill method would be activated on the account since you opted into e-bill and you would then be emailed a Direct Billing statement. However, while your Direct Debit service is active, a bill will only be printed and mailed in the case of a changed payment amount.Separately, we have forwarded to you under separate cover account-related letters obtained from your Paperless Inbox generated from November 1, 2013 through September 6, 2014 and billing statements from November 5, 2013 through October 5, 2014. It is important to note that when choosing Paperless Enrollment, it is the borrower’s responsibility to review their Paperless Inbox. In addition, the borrower has the option to contact our Customer Service Department who will assist them with any questions or concern regarding their AES educational loan account or the AES online account.Based upon our comprehensive review, we maintain our position in declining the reinstatement of the BBP as well as the removal of late fees.[redacted], we deeply regret that you were displeased with the quality of service in your inquiries with our office. All of our loan counselors are trained to provide accurate and complete information to our customers. Our representatives receive remediation in instances in which it has been determined that they did not meet our standards for excellence. We trust that you will be more satisfied in the future and look forward to being of continued service to you.If you have any additional questions, you may call our Customer Service Department at ###-###-####. Our loan counselors are available Monday through Friday from 7:30 a.m. through 9:00 p.m., Eastern Time, to review your account.Sincerely,Shelly BAssistant Vice President

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: