Pennsylvania Higher Education Assistance Agency

April 16, 2014Dear *** ***:Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com (Revdex.com) concerning the status of your educational loan accountWe trust that the following information will be of assistance.AES services eight
federally-guaranteed subsidized and unsubsidized *** Loans (***) disbursed September 3, 2003, December 1, 2003, October 14, and November 14, on behalf of the owner, *** ***As the contracted, third-party service provider, AES administers the loans in accordance with the terms of the promissory note, and federal regulations, as applicableAES is required to perform billing, credit reporting, and other servicing-related activitiesThese loans are further detailed in the chart below.LOAN DISBURSEMENT | LOAN | ORIGINAL PRINCIPAL | CURRENT PRINCIPAL NUMBER DATE PROGRAM BALANCE BALANCE September 3, *** $2, $3,774.27*
September 3, *** $4, $5,949.78*
December 1, *** $2, $4,133.64*
December 1, *** $1, $1,482.71*
October 14, *** $4, $5,925.20*
October 14, *** $6, $9,240.84*
November 14, *** $4, $6,110.61*
November 14, *** $5, $512.49* Current principal balance is higher as a result of interest capitalization*** ***, we deeply regret that you were provided incorrect information and displeased with the quality of Service in your inquiries with our officeWe strive to provide optimum quality service to all our customersAll loan counselors undergo extensive training to ensure that borrowers receive polite, helpful, and informative service when they communicate with our officeYou may be assured that this situation has been routed to the appropriate supervisors) for remediation purposesPlease note that you may always ask for the employees identification number and request to speak directly with a supervisor if you are ever dissatisfied with the quality of service you receive from a member of our staffWe trust that you will be more satisfied in the future and look forward to being of continued service to you.Based upon our telephone conversation with you on April 14, 2014, AES electronically mailed the Reaffirmation letter to your email address on file.For your convenience, I have asked Research Specialist *** ** *** to assist with any additional questions you may haveIf you require any additional information or need further assistance specific to this inquiry, please call *** *** directly at ###-###-####For any general assistance regarding your account, please contact Customer Service at ###-###-####Loan counselors are available Monday through Friday from :ato :pm., ET,Sincerely,

Dear *** ***:This letter is in regards to the follinquiry 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, disbursed March 15, 2007, on behalf of the loan owner, ***, *** *** ** ** ** ** (***)AES administers the loan based upon the terms of the signed promissory note, Because AES is not the owner of the loan, it does not have the authority to negotiate or alter the terms of the promissory noteAES is required to perform billing, credit reporting, and additional servicing-related activities.Upon review of your second rebuttal to AES' initial response to your Revdex.com inquiry AES has determined that its position in this matter remains that as detailed in our letters dated December 4, and December 12, To further detail our position in this matter a detailed account history has been enclosed for your review.Additionally, you may be assured that all of our loan counselors are trained to provide 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 determined that they did not handle a call appropriately or otherwise meet our standards for excellenceContrary to the information provided in your Revdex.com inquiry, AES reviewed your account and was unable to substantiate the claim that you were provided incorrect applications, or advised that you would not be responsible for a past due balance on your account.As you know, I have asked Research Specialist Joshua D*** 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*** 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 Time- -Sincerely,Shelly B. Vice President - Customer Service Department

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Once again, this man is lyingI'd like to formally request at this time, that his supervisor / higher up, handle this serious problemHe's repeating himself and continuing to lie in order to cover up the actions of his associates and himselfThere were NO conversations as he indicted and if he feels otherwise, he can then provide dates, time and the names of these, "associates" he claims I spoke with and to the effect of which he wrote in this insulting letterI have the names, dates and times of every phone call and associate I spoke with and emailedI have the associates name and contact info who referred and encouraged me into this scam program of which I spoke previouslyI have IN WRITING, the associates email who promised my tax return would be touchedI'm contacting the IRS fraud department today and filing a complaint and I will also file a complaint with the, Consumer Financial Protection Bureau If there isn't swift resolution brought to this matter and by close of business, Friday March 13, These PHEAA associates are lying and attempting to cover up their abuse of me and their illicit actions as a businessI agreed to a contract with PHEAA that CLEARLY STATED, THAT NONE OF MY FEDERAL TAX RETURN WOULD BE SEIZED!! I fully intend to pursue this matter until that is upheldThank you.
Regards,
*** ***
E

May 16, 2014Dear *** ***:This letter is in response to your recent inquiry (ID# ***) regarding the status of the educationalloan account of *** ** *** ***We trust that the following information will be of assistance.A comprehensive review of the account has been
completedA copy of our response letter to *** is enclosed for your reviewWe trust that the letter addresses the concerns brought to our attention.If you have any additional questions, please call our office at ###-###-####Loan counselors are available Monday through Friday from :ato :pm., ET.Sincerely,

Complaint Detail / Problem
Nature of Complaint:
Customer Service Issues - The failure to respond to phone calls or written requests for assistance or support
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Problem:
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I have filed numerous complaints through your company and have not received any resolution to an all but simple matter of the processing of my US student loan repayment applicationI am wondering if it is not time to take my case to the media and social activist groups! As we speak, I have been trying to change my loan repayment options because I lost my jobI currently have two servicersThe application is a standard US Dept of Education applicationI filled out the application and emailed it on the SAME email to both servicers on 08AugOne servicer, (***), approved my application on 11Augwithout failHowever, AES, has been giving me the run around for months! They keep saying the application is incompleteThe application is NOT incomplete! I RESENT my application with a complete narrative as well as the loan approval letter from *** as proof that AES has it all wrongIf *** can approve a STANDARD application, so should AESThis is starting to resemble the mortgage mess! If the STANDARD application was processed by one servicer with no problem, then how is it the SAME standard application is considered incomplete by another servicer???? Please tell me if this makes sense?! In the meantime, I am getting notices of default and reporting to collection agencies! In the 10yrs I have had student loans, I have NEVER been late or defaulted! Do you realize what position this puts me in?? I am sick and tired of spending or more hours over the phone with incompetent representatives which is why I prefer to handle my issue in writing
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Desired Settlement / Outcome
Desired Settlement:
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Desired Outcome:
My application needs to be processed ASAP by someone WHO IS COMPETENT! It is not right to send someone into default when they have been seeking assistance because your company cant get it straight

See attached PDF file

September 12, Dear *** ***:
Kindly accept this letter as a formal response to the inquiry AES received through the Revdex.com concerning the status of your educational loan accountWe trust the following information will be of assistanceAES currently
services seven, privately-insured Alternative Undergraduate Program (ALPLN) Loans on behalf of the owner, *** *** *** *** *** (***)Based upon the terms of the signed Credit Agreement, you and the cosigner, *** ** ***, agreed to be equally responsible for the timely repayment of the loans, until they are paid in full with a zero balanceAs the service provider, AES administers the loans in accordance with the terms of the Credit AgreementsAES is responsible for performing billing, credit reporting, and other servicing activities.We understand from your inquiry to the Revdex.com, that you are requesting for AES to reverse the late fees assessed to your account on August 30, for the effective dates of August 23, and August 29, 2014, totaling $While we understand from your inquiry that you may have had difficulty logging into your online account to view your monthly billing statements, please note that the Credit Agreements indicate that you are required to submit a payment even if you do not receive your monthly billing statementsIf you had difficulty accessing your online account, you were to either call AES or contact AES via an alternative method, such as through the secure email form that may be accessed through our website, to obtain any required assistanceDespite the difficulties you encountered obtaining information regarding the payments that were due by August 7, and August 13, 2014, our records indicate that you submitted a payment to our office prior to any fate fees being assessedAfter submitting your $payment through our automated telephone system, you were provided a confirmation number of ***Please understand that this confirmation number was not provided to confirm that the payment had been applied to your account; rather, this number was provided to confirm that the submission of your payment information was successfulAES applied the above-referenced payment to your account on the following business day, August 25, 2015, and your account reflected a current status as a resultOn August 29, 2014, however, AES received notification from your financial institution that it was unable to locate an account for you based upon the information you submitted to AES, and AES was required to remove the payment from your accountThis caused your account to reflect as more than days past dueBecause the terms of the Credit Agreements stipulate that late fees are to be assessed if the loans are more than days past due, AES was, consequently, required to assess late fees to the loansWhile we sympathize with your circumstances, AES is unable to reverse the late fees because they were correctly assessed in accordance with the terms of the Credit Agreements.In view of the circumstances, AES forwarded your inquiry to *** to inquire if they would authorize AES to reverse the late feesUpon review, however, AES did not receive authorization to remove the late feesWe also understand that you requested to have a supervisor contact you to discuss the issuePlease note that an AES supervisor did make several attempts to call you; however, each time we were unsuccessfulBecause an answering machine was not detected, we were unable to leave a message for youIf you would still like to speak with a supervisor about the issue, please contact AES at your earliest convenienceTo simplify the process of managing your student loan payments, you may wish to enroll in our electronic payment service, Direct DebitWhile enrolled in Direct Debit, AES deducts the monthly installment amount from your designated bank account on the due dateThe loans disbursed on February 26, and July 15, would qualify for a 0.25% interest rate reduction while you are enrolled in Direct Debit (the reduction is removed if Direct Debit is canceled), which would assist in reducing the overall cost of the loansTo enroll in this service, you may complete and return the enclosed application, or you may enroll online at www.aesSuccess.orgUpon returning the application or enrolling online, you are required to continue to make payments by mail, online or by phone until you receive confirmation that Direct Debit is scheduled to beginAdditionally, please note that we contacted ***.com about the issue that caused you to become locked out of your online account with AES, and ***.com has indicated that it has resolved the issueAs a result of the $payment received effective September 4, 2014, your account reflects a current status at this timeThe next payment is due by October 7, in the amount of $97,You may rest assured that your account has not been reported unfavorably to the nationwide consumer reporting agenciesIf you have any additional questions, please contact our Customer Service Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ETSincerely,
Shelly *B
Assistant Vice President Graduate and Professional Services

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

October 2, 2014Dear *** ***:
This letter is in response to your recent inquiry sent to the Revdex.com regarding your defaulted federal student loans held by the Pennsylvania Higher Education Assistance Agency (PHEAA)Your inquiry was forwarded to my attention for review and responseAs of the date of this letter, your outstanding balance totals $5,This is comprised of $4,in principal, $in interest and $in collection feesYour account carries a 5.00% fixed rate of interest and accrues approximately $in interest every thirty daysAs payments have not been remitted on your account since default, your account was assigned to ** ***, an outside collection vendor, on December 16, Regarding ** ***, they are an outside collection vendor we use to assist you in the successful resolution of your accountAs my previous letter to you explains, you are encouraged to contact them immediately at ###-###-#### to discuss your available repayment options in an attempt to avoid the possible seizure of your federal tax refund due to nonpaymentPlacing your social security number or ** *** assigned account number (***) on your check or money order to them will ensure your payments are correctly applied to your accountPlease note, each borrower is assigned a unique account number to ensure the proper posting of all payments to their accountAs your account is currently being handled by ** ***, PHEAA has made no attempts to contact you via mail or telephone since November 23, Regarding the letters sent to you previously, they were not returned as undeliverable and were assumed to be deliveredYour signature is not required to substantiate that a letter was receivedAdditionally, you spoke with ** *** on February 4, During that conversation, ** *** verified they were speaking with you as you verified your name and Social Security numberYou also advised them not to contact you and they have abided by your Verbal cease and desist requestAs such, they are also unable to contact you via mail and telephonePer your inquiry, you also state you have been calling PHEAA in an attempt to obtain account information and we are unable to locate your account on our systemUnfortunately, PHEAA has no record of ever receiving a call from youAs PHEAA houses your account information under the above referenced PHEAA account number as well as your social security number, entering either number into the Interactive Voice Response (IVR) system when calling would automatically allow you to obtain information concerning your accountIf you have any questions, please contact our office toll-free at ###-###-####Representatives are available to assist you Monday through Thursday am to pm EST and Friday am to pm EST.Respectfully,Aaron M
Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: AES's records are incorrectThe IBR renewal form was faxed prior to the January due dateNumerous calls were made explaining that we did not receive the IBR renewal forms and had to call twice before they were sentIt is not the fault of this borrower if AES employees do not properly document the calls and correspondence they receiveIn light of their unwillingness to come to a reasonable agreement, I will be filing complaints with the federal regulatory agency
Regards,
*** ***

April 19, Dear *** ***:This letter is in response to your recent inquiry (Complaint ID ***) regarding the educational loan account of *** ***We trust that the following information will be of assistance.A comprehensive review of the account has
been completedA 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 Monday through Friday at ###-###-#### from 7:a.mto 9:p.m., Eastern Time.Sincerely,

October 29, 2014Dear *** ***:
This letter is in regards to the complaint filed directly through our office, and the inquiry we received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, serviced by our officeWe trust the following
information will be of assistance.AES services your privately-insured Access Group Law Loan (AGLAW) on behalf of the owner, *** ***, *** ***AES administers the loan based upon the terms ofthe signed Credit AgreementAES is required to perform billing, credit reporting, and additional servicing activitiesWe have reviewed your concerns regarding your recent October monthly installment(s)AES’ records confirm that you remitted $on October 1, This payment satisfied a portion of the $bill that was due on October 15, (the amount due was detailed in the billing statement that AES mailed to your attention days prior to the due date on September 25, 2014)On October 21, AES received your $paymentThis remittance satisfied the remaining amount of the October 15, invoicePlease note that the signed Credit Agreement stipulates that you are responsible for maintaining a current account status by remitting on-time paymentsWhen your loans are in a delinquent status, AES is required to commence additional Servicing activities, including calls, letters, and emailsSuch contact must continue until the loan is restored to a current statusPlease understand that the owner of your loan may also contact you and the cosigner directly, or it may use a collection agency to assist in obtaining payment for the delinquent amountTherefore, you may receive collection communications from various officesPlease note that calls from outside collection agencies are not made by AESAES representatives will always identify themselves and the nature of the telephone callFor your convenience, I have asked Research Specialist Joshua D*** 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*** 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 BAssistant Vice President Graduate and Professional Services

December 4, Dear *** ***:This letter is in response to a follinquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan accountWe trust the following information will be of assistanceAs you were made aware, AES currently services both subsidized (SUBCNS) and unsubsidized (UNCNS) portions of your Federal Consolidation Loan disbursed February 21, The rehabilitated Consolidation Loan was transferred from Educational Credit Management Corporation (ECMC) to AES for servicing on August 28, As the contracted third-party service provider on behalf of the holder, *** *** *** *** *** (***), AES administers 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 activitiesWe understand from your inquiry that you are under the impression that the referenced Consolidation Loan was transferred to Fedloan Servicing for servicing in October Based upon AES’ review of the statement provided by Fedloan Servicing attached with your inquiry to the Revdex.com; the detailed Loan Information section of the statement specifies that its office is servicing your unsubsidized Direct Consolidation (DLUCNS) Loan disbursed July 25, 2014, owned by the U.SDepartment of Education,Furthermore, AES was recently informed by ECMC that, its office previously received a consolidation payment from *** *** to pay off the full balance of your UNCNS/SUBCNS Loan, prior to the loan being transferred to AESHowever, ECMC indicated that the funds were returned to *** ***For further information regarding this issue, you may wish to contact ECMC directly at ###-###-####Based upon this information, you may be assured that AES and Fedloan Servicing are currently servicing individual loans for youAt this time, the loans remain past due from November 6, in the amount of $84,The next installment of $84,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 have any additional questions, or if you are unable to remit payment, please contact our CustomerService Department at ###-###-####Loan counselors are available Monday through Friday from 7:a.mto 9:p.m., ETSincerely,Shelly BAssistant Vice President Customer Service
Department

11/2/
Dear *** ***:
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***
Research Specialist
Team Lead
American Education
Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I have yet to receive any communication from this officePERIOD!!! POINT BLANK!!! Someone is lying at AES through their teeth!!! Is there a reason why AES has failed to contact me through more conventional means other than postal mail such as, oh, I don't know, the PHONE or EMAIL or FAX????? I provided ALL of that in my ORIGINAL complaintDid someone just not read???? This clearly supports part of my original complaint that AES lacks the very essence of CUSTOMER SERVICE and they have failed to communicate appropriately with me for months on endAnd this only proves the very points I have made in my complaint - they have ignored me!!!! Regards,
*** ***

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

June 13, Dear ***:Kindly accept this letter as a formal response to an inquiry AES received through the Revdex.com concerning the status of your educational loan account serviced by our officeWe *** that the following information will be of
assistance.AES currently services the subsidized and unsubsidized portions of your Federal Consolidation Loan (SUBCNS/UNCNS) which was disbursed on September 7, on behalf of the owner, *** *** 2012-As the contracted, third-party service provider, AES administers the loan in accordance with the ter** of the signed promissory note and federal regulations.On May 5, 2014, you contacted our office and stated that you remitted a $payment on May 2, 2014, rather than the intended installment of $63.68, via a third party bill-payer service, “***”In addition, you requested for the additional $to be refunded to the bill-payer serviceThat same day, AES received correspondence from your lending institution requesting for $to be refunded to you, and it was forwarded for processingHowever, because your lending institution requested only $40.67, instead of your requested $400.00, AES was unable to process the full amount that you had requested.On May 15, 2014, AES processed the request to refund the $Please accept this letter as confirmation that the $refund request was returned to *** on June 10, ***, we deeply regret that your May 15, correspondence was not expedited as you had requestedYou may be assured that the situation has been addressed with the necessary individualsWe *** that you will be more satisfied in the future, and we look forward to being of continued service to you.We *** that this letter satisfactorily resolves the concerns brought to our attentionIf 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.m., ET.Sincerely,

Complaint: ***
I am rejecting this response because:We do not accept this responseWe 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 inWe will not call them back any moreWe ask that they take our number off of their listPeriodWe have talked to the person they are calling aboutHe NEVER gave them any of our information - so how they connected us is of questionable nature also
As a side note - since this request has been made - the voicemails and phone calls HAVE indeed stopped - so obviously they know what they are doing is wrong
Regards,
*** ***

November 18,
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Dear Ms***:
While we regret the concerns received in Ms***’s complaint, we sincerely appreciate the opportunity to resolve them. Rest assured this inquiry has been assigned to Maria, a member of our Borrower Experience Advocate Team, who is diligently working toward a resolution. We take all concerns included in the complaint very seriously. Please be advised that additional research is being conducted at this time and a formal response will be sent to Ms***’s attention shortly, along with contact information to our office, should any additional concerns arise
Best Regards,
Nathan H***
Borrower Experience Advocate Lead
American Education Services

April 3,
Dear Ms***:
While we regret the
concerns received in Ms***’s complaint, we sincerely appreciate the
opportunity to resolve them. Rest
assured this inquiry has been assigned to a Borrower Experience Advocate who is
diligently working toward a resolution.
We take all concerns included in the complaint very seriously. Please be advised that the Borrower
Experience Advocate Team member will be providing a formal letter shortly, along
with direct contact information to our office, should any additional concerns
arise
Best Regards,
Jessica N***
Borrower Experience
Advocate Team Lead
American Education
Services