Pennsylvania Higher Education Assistance Agency

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: They did not send the notice out on the 23rd of AprilThe letter they sent was dated for April 23rd but wasn't postmarked to be mailed out until May 3rd, the day I sent the complaint in to the Revdex.comThey should have sent out the form in the begging of April not the end of April and if it wasn't for me calling them they wouldn't have sent it out at allThey did not acknowledge the fact that I was told by them twice that they were faxing the form directly to my employer but never completed the taskThen, the garnished amounts that were listed in their response were incorrectAn amount of 25$ on April 6, 87$ on April 17th and also on May 1st another $was garnishedAs I mentioned before I am a widowed single mother of a two year old and every single dollar from my paycheck is neededThis has brought a great finacial burden on my Daughter and II have my pay stubs for proof if needed and my employer will gladly prove that the notice was not sent out on the date they said in their responseI will not except waiting days for money that should not have been taken and wouldn't have been taken if they did not neglect the entire issueI would like to have my money reimbursement immediatelyI am struggling as it is and I have felt extremely insulted by them for not taken this complaint and issue seriously Regards, [redacted]

Please contact our office if you need any further assistance with this inquiry

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I do not find this information to be plausible.Also, I just want to be abundantly clear on something;' [redacted] ' called a phone (one that couldn't POSSIBLY belong to me, because I don't have a cell phone, and haven't since Dec 2013) and rattled of my name and Social Security number to a stranger? I feel like if that is legitimately what happened, someone should probably explain to me why they just rattled off my SS# to a stranger, because I am FURIOUS about that.Instead of arguing with me, "Aaron" PLEASE try and figure out what is going onOF COURSE if they said they couldn't find an account, there would be no record.I want to know WHY this isWHERE is the the miscommunication over there? Something's off, and I'm probably not the only one facing this issue.I'm sure if you were in my shoes, you'd be just as irritated with you as I am [redacted]

Complaint: [redacted] I am rejecting this response because: --------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Tue, Aug 4, at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>Also they need to update their system because it should not take business days to correct the payment.And since I called them to change the account to apply payment, they should STOP sending collection noticesThey basically just wrote out instructions on how to make a payment On Tue, Aug 4, at 10:AM, [redacted] < [redacted] @***.com> wrote:This is the first time I am reading the letter thank youBut they do not address why they take so long to send me documents when I request them Regards, [redacted]

March 31, 2014Dear [redacted] :Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of your privately-insured educational loan accountWe trust that the following information will be of assistance.As referenced in our previous response, AES services one Academic Answer Direct to Consumer (AADTC) Loan on behalf of the owner, [redacted] As the third-party service provider, AES administers the loan in accordance with the terms of the signed promissory note.In your follto our previous response, you expressed several concernsTo address each issue, we have enumerated below the responses to the concerns detailed in your letter The statement on page states that the Economic Hardship Forbearance application was received on February 21, and you have applied the forbearance through March 31,2014.Although your application requested that a forbearance be applied through March 31, 2014, it is important to note that [redacted] only allows periods of Economic Hardship Forbearance to be applied to a period that covers more than three monthly installment due datesFurthermore, [redacted] only offers a total of months of Economic Hardship ForbearanceAt the time your forbearance request was received, you had previously utilized three months of Economic Hardship ForbearanceTherefore, you were only eligible to use an additional nine months of Temporary Hardship Forbearance, and AES could not have applied the forbearance through October 8, 2016, as you requested.Additionally, at the time the forbearance application was received, the account was past due from October 8, Because periods of Economic Hardship Forbearance cannot be approved for a period that covers more than three monthly installment due dates, the forbearance could not be approved to extend beyond January 7, without special authorization from [redacted] .Although AES was authorized to apply the forbearance to a period that covered six monthly installments, AES was not authorized to apply the forbearance furtherIf you would like to utilize the remaining three months of Economic Hardship Forbearance offered by [redacted] , please complete a new forbearance application and return it to our office along with any required documentationFor convenience, a new forbearance application has been enclosed The statement on page stated that our records indicate that AES did not receive any telephone calls in reference to your account between August 22, and March 3,2014.In your previous inquiry, you indicated that you had contacted AES on several occasions prior to the default of the loan in an attempt to prevent the loan from defaultingAlthough you did not specifically reference the telephone calls on August 22, and March 3, 2014, our office referenced these dates to show that our records do not show any telephone calls from you between the dates and, therefore, that our records do not reflect the telephone calls you allege you made prior to February 26, in an attempt to prevent he loan from defaulting.Additionally, please note that our office does not utilize any telephone numbers with an area code of either or Accordingly, any telephone calls made to either ###-###-#### or ###-###-#### or received from either ###-###-#### or ###-###-#### would not have been made by AES or received by AES.You also indicate that two telephone calls were placed to our toll-free telephone number on February 19, While we acknowledge that the documentation you provided from [redacted] shows two calls to our toll-free number on February 19, 2014, our records do not indicate that any telephone calls were received in reference to your AES account on that datePlease note, however, that had our records reflected that a telephone call was received in reference to your AES account on that date, this would have had no bearing on [redacted] ’s initial request to have the account charged off, and it would have had no effect on the decision made by [redacted] to reverse the charge-off and to authorize AES to apply the forbearance through March 31, We regret any confusion this situation may have caused youSeparately, please note that, to assist us in keeping accurate records, we request that, when borrowers contact our office, they provide their date of birth and either their AES account number or their Social Security number when prompted by our telephone system to do soThis will help to ensure that all telephone calls received in reference to a given account are noted in our recordsFurthermore, the telephone records from [redacted] list that the telephone calls came from a telephone number that we do not have on file for youIf you would like to add this number to your AES account, please update your records through your online account or contact our office for assistance The statement on page states that if dissatisfied with the quality of service receive you should request an employee's identification number.While you may not have been provided any employee identification number, AES can, in most circumstances, determine who would have transferred the callAccordingly, AES supervisors can, in many cases, address such situations with the employee, even if you are not provided with the employee’s name or identification numberThe instruction provided to, if possible, request an employee’s identification number and to speak with a supervisor was provided for future reference in case you are ever dissatisfied with the service you receive in the futureSimilarly, if you are ever dissatisfied with the service you receive from a supervisor, you may always request to speak with a managerWe regret if this process was not followed during the telephone call referenced in your inquiryYou may rest assured that the situation has been addressed with the necessary individuals The statement on page states your records indicate that the address changes for Dec and Feb were completed by me.Our records indicate that you signed up for our paperless correspondence services through your online account on August 21, Accordingly, the notifications sent to inform you of the severity of the delinquency and the possibility of default were not mailed to youRather, an email notification was sent to the email address you provided to our office to notify you that these letters were available to view online through your paperless inboxIf you would like to receive all correspondence via mail, you may choose to opt out of our paperless services by adjusting the paperless preferences for your online account, or you may contact our office for assistancePlease note that if you choose to opt out of our paperless services, you may still view your billing statements and correspondence through your paperless inbox.If you have any additional questions, you may call our Customer Service Department at ###-###-####Our loan counselors are available Monday through Friday from 7:a.mthrough 9:p.mEastern Time.Sincerely,

November 21, Dear [redacted] : This email is in response to your recent inquiry regarding your educational loan account serviced by our office, we trust the following information will be of assistance.AES currently services both the subsidized (SUBCNS) and unsubsidized (UNCNS) portions of your Federal Consolidation LoanThe rehabilitated loan was transferred from [redacted] corporation (***) to AES for servicing on August 28, A letter confirming this information was sent to you August 29, 2014, a copy of which is attached belowAs the contracted third-party service provider on behalf of the owner, [redacted] ***( [redacted] ), AES must administer the loan in accordance with the terms of the promissory note and federal regulationsAES is required to perform billing, credit reporting, and other servicing-related activities.At this time, the loan remains past due from November 6, in the amount of $The next installment of $is due on December 6, If no payments are received in the interim, a total of $will be due at that timeWe encourage to remit payment, if possible, to bring account to a current status, if you are unable to remit payment, please contact our office using the toll-free number provided in the closing paragraph to discuss alternative repayment options with a Customer service representative.We trust that this information is sufficient for your needsHowever, if you have any additional questions or concerns, you may contact our Customer Service Department at ###-###-####since email is not a secure means of communication, we recommend that, if you prefer to contact AES by email, you please use the "contact Us" links on our website, www.aessuccess.org, to submit inquiries via a secure email form.Sincerely,JalietaLoan Operations

March 21, Dear ** [redacted] :Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of your privately-insured educational loan accountWe trust that the following information will be of assistance.AES services one Academic Answer Direct to Consumer (AADTC) Loan on behalf of the loan’s owner, [redacted] This loan is further detailed in the chart below.Disbursement Date Loan Program Original Principal Balance Current Principal BalanceOctober 24, AADTC $22, $28,[redacted] *The current principal balance is higher than the original principal balance because of interest capitalizationWe understand from your inquiry that you are concerned that your loan was “charged off’ on February 25, due to insufficient payments, even though you had submitted a forbearance application to AES several days priorOur records confirm that we received an Economic Hardship Forbearance application from you on February 21, 2014; however, our office was unable to process the application before the loan was charged off AES’ servicing system on February 25, 2014,In view of the circumstances, our office contacted [redacted] to see if it would allow for the charge-off to be reversed and for the forbearance to be appliedRecently, [redacted] authorized the charge-off to be reversed and for the forbearance to be appliedAccordingly, the loan has been returned to AES, and an Economic Hardship Forbearance has been applied to your account through March 31, We regret any inconvenience or confusion that this situation may have caused.In your inquiry, you also allege that you made numerous telephone calls to AES in an attempt to prevent the loan from defaulting and that you were provided with incomplete, inaccurate, or misleading informationContrary to your allegations, however, our records indicate that AES did not receive any telephone calls in reference to your account between August 22, and March 3, Although we were unable to substantiate your claims, you may be assured that all of our loan counselors are trained to provide accurate, informative, and courteous service to customersMany customer service calls are monitored to ensure that optimum service is providedLoan counselors receive remediation in instances in which it has been detennined that they did not handle a call appropriately or otherwise meet our standards for excellenceAdditionally, please note that, if you are ever dissatisfied with the quality of service you receive from an AES loan counselor, you may always ask for the employee’s identification number and to speak directly with a supervisor to address the situation.We also understand that you may have some concerns regarding the changes to your mailing address on file with our officePlease note that, on August 3, 2011, our office received a copy of the Meeting of Creditors (MOC) indicating that you had filed for Chapter bankruptcyThis document provided a mailing address for you on [redacted] , and your mailing address on file was updated to match this addressThis address was most recently verified by you as your current mailing address during a telephone conversation with our office on June 6, 2013.On June 19, 2013, our office received another telephone call from youDuring that call, you indicated that your current mailing address was located on [redacted] , and our office updated your mailing address to the address you provided during that callThis address was most recently verified by you as your current mailing address during a telephone conversation with our office on August 22,2013.Our records further indicate that, on December 3, 2013, you logged into your online account and updated your mailing address to an address on [redacted] ***On February 19, 2014, you logged into your online account and updated your mailing address to the current mailing address we have on file for 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:a.mthrough 9:p.mEastern Time.Sincerely,

March 19, 2015Dear [redacted] :This letter is in response to your recent inquiry (ID# [redacted] ) regarding the status of [redacted] ' educational loan account, serviced by our officeWe trust that the following information will be of assistanceA comprehensive review of the account has been completedA copy of our response letter to [redacted] is enclosed for your reviewWe trust that the letter addresses the concerns brought to our attention.If you have any additional questions, please call our office at ###-###-####Loan counselorsare available Monday through Friday from 7:a.mto 9:p.m., ETSincerely, Shelly B Vice President, Loan Operations

You and [redacted] are non merciful lenders periodYou will not continue to falsify my creditYou have had too many complaints with you and your other loan partnerI will not be lied to after a year and will consult with an attorney if necessaryI am thankful however, you have given me number I can contact ***[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

October 9, Dear [redacted] :This letter is in regards to the inquiry we received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, serviced by our officeWe trust the following information will be of assistance.AES services your federal Consolidation Loan (UNCNS/SUBCNS), on behalf of the owner, [redacted] ***AES administers the loan based upon the terms of the signed promissory note and federal regulationsAES performs billing, credit reporting, and additional servicing activitiesWe have reviewed your concerns regarding your recent request for an In-School DefermentAES’ records confirm that your In-School Deferment application was received on September 22, Pursuant to federal regulations, in order to approve the In-School Deferment request you are required to provide certification of enrollment from your schoolThe application you submitted did not include enrollment certificationIn an effort to facilitate the approval of your request, AES referred to the [redacted] (***) to attempt to procure enrollment certification; however, we were unable to obtain the necessary informationOn September 23, AES mailed a letter to your attention advising you that we were unable to obtain enrollment verificationAES’ letter further advised that in order to apply an In-School Deferment to your loan, you would be required to provide our office with enrollment certification from your schoolA copy of this letter is enclosed.At this time your Consolidation Loan is in an Unemployment Deferment status through December 16, You may be assured that AES will update the status of your loan once the required enrollment certification is received by our office.For your convenience, I have asked Research Specialist Joshua D [redacted] to assist with any additional questions you may haveIf you require any additional information or need further assistance specific to this inquiry, please call MrD [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:a.mto 9:p.m., Eastern TimeSincerely,Shelly *B Assistant Vice President Graduate and Professional Services

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

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

August 27, 2014Dear [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 officeWe trust that the following information will be of assistance.A comprehensive review of the account has been completed by our officeA copy of our letter of response is enclosed for your reviewWe 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:a.mto 9:p.m., Eastern Time.Sincerely,Shelly BAssistant Vice President Customer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As of today, 6/23/I have not yet received the refund According to my bank, if American Education Services issued the refund via check on 6/10/then the bank would have received it by now They have not received it I continue to wait on this situation to be resolved I called American Education Services today and was told that they will check with their Financial Management to let me know the status.Regards, [redacted]

December 9, Dear Ms [redacted] : While we regret that Ms [redacted] rejected our last response, we sincerely appreciate the opportunity to continue to assist in resolving her concernsRest assured that the information contained in Ms [redacted] ’s last communication to the Revdex.com has been under review by Maria, the Borrower Experience Advocate working Ms [redacted] ’s complaintPlease know that additional research is being performed at this time and a formal response will be sent to Ms [redacted] ’s attention once completeIf you have any additional questions or concerns, please let us knowBest Regards, Nathan H [redacted] Borrower Experience Advocate Lead American Education Services

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

1/25/ 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

October 22, Dear [redacted] :This letter is in regards to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, serviced by our officeWe trust the following information will be of assistance.AES currently services your privately-insured Alternative Undergraduate Program (ALP2) Loan on behalf of the owner, [redacted] , N.A( [redacted] )As the contracted third-party service provider, AES administers the loan in accordance with the terms of the signed Credit Agreement.We understand that you remitted a $payment to AES in error and the payment was received on July 7, We sincerely regret to learn of the difficulties you have encountered during the refund processSince your loan reflected a total amount due of $for July through October 2014, AES was required to maintain $from the $payment to ensure that your loan did not reflect a past due statusYou may be assured that the refund (check # [redacted] ) in the amount of $($900,00-$153.77) was mailed to you on October 20, Please accept our apologies for the delay that you experienced regarding the refund of your paymentAt this time, the loan is satisfied through the installment due October 14, The next $payment will be due by November 14, If you have any additional questions or concerns, please contact our Customer Service Department at [redacted] , Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ETSincerely, Shelly BAssistant Vice President Graduate and Professional Services

9/30/ 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

June 25, Dear ***:This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of the educational loan accountWe trust that the following information will be of assistance.AES currently services two, Alternative Undergraduate Program (ALPLN) Loans which were disbursed September 5, (Loan 3) and January 9, (Loan 4) 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 their respective termsWe understand from your inquiry that you are experiencing difficulties making your required monthly payments and are requesting that AES postpone your monthly payment obligationsAs much as possible, we wish to assist you in establishing repayment arrangements that are ideal for your financial situationHowever, AES is only able to offer repayment alternatives that are authorized by [redacted] ***AES’ records confirm that Loans and are currently on Temporary Hardship Forbearance from May 1, through June 30, A letter confirming this information was sent to you on June 19, During periods of forbearance, your obligation to make your required monthly installment payments is postponed; however, interest continues to accrue on a daily basis, and any unpaid interest will be capitalized (added to the principal balance) at the end of the forbearance period.At the expiration of the forbearance, Loans and will remain eligible for three months of Temporary Hardship Forbearance, as nine of the cumulative months offered by [redacted] have been utilizedIf you wish to apply for an additional period of Temporary Hardship Forbearance for Loans and 4, we have enclosed the [redacted] forbearance request form for your convenienceFurthermore, as the contracted service provider, AES is required to perform billing, credit reporting, and additional servicing-related activitiesSpecifically, AES is obligated to notify you and the cosigner, [redacted] ***, should the account become past due a designated number of days by attempting telephone calls, generating emails, and sending lettersThese activities provide an opportunity for repayment alternatives to be offered, when applicable.If you have any questions or concerns, you may contact our Customer Service Department toll-free at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ET