Pennsylvania Higher Education Assistance Agency

11/24/2015
 
Dear [redacted]:
 
While we regret the
concerns received in this complaint, we sincerely appreciate the opportunity to
resolve them.  Rest assured that this
inquiry has been assigned to a member of our Research Specialist Team who is
diligently working toward a resolution. 
We take all concerns included in the complaint very seriously.  Please be advised that the Research
Specialist Team member will be providing a formal letter shortly, along with
contact information to our office, should any additional concerns arise.
 
Best Regards,
 
Jessica N[redacted]
Research Specialist
Team Lead
American Education
Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will be waiting to hear from either you or AES. Thank you so very much for your assistance in this matter. I really do appreciate it.
Regards,
[redacted]

April 7,...

2016
 
Dear Ms. [redacted]:
 
While we regret the
concerns received in this complaint, we sincerely appreciate the opportunity to
resolve them.  Rest assured this inquiry
has been assigned to Maria, 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 Maria will be
providing a formal letter shortly, along with direct contact information to our
office, should any additional concerns arise.
 
Best Regards,
 
Jessica N[redacted]
Borrower Experience
Advocate Team Lead
American Education
Services

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.

April 23,...

2016
 
Dear Ms. [redacted]:
 
While we regret the
concerns received in Ms. [redacted]’s complaint, we sincerely appreciate the
opportunity to resolve them.  Rest
assured this inquiry was assigned to Matthew, a Borrower Experience Advocate,
who has been diligently working toward a resolution.  We take all concerns included in the
complaint very seriously.  Please be
advised that research is still being performed on Ms. [redacted]’s account and once
complete, we will mail a formal response with the outcome of our investigation
to her attention.  As always, direct
contact information will be provided in our response, should Ms. [redacted] have any
additional questions or concerns.
 
Best Regards,
 
Jessica N[redacted]
Borrower Experience
Advocate Team Lead
American Education Services

July 28, 2015
Dear [redacted].
This letter is in response to your recent inquiry sent to the Revdex.com regarding your defaulted federal student loans held by the Pennsylvania Higher Education Assistance Agency (PHEAA). Your inquiry was forwarded to my attention for...

review and response.Our records indicate you obtained two federal [redacted] loans which were disbursed on March 16, 2010. A Subsidized [redacted] loan was originated for a total balance of $2,406.00 and an Unsubsidized [redacted] loan was originated with a total balance of $4,125.00. As payments were not received consistently, your loans fell severely delinquent causing [redacted], your servicer, to submit a default claim to your guarantor. As your guarantor, [redacted] ([redacted]) purchased your debt on February 9, 2012. Effective April 1, 2013, the guarantor of your loans was transferred from [redacted] to PHEAA. You were notified of this via a letter dated April 4, 2013 (copy enclosed).
As of the date of this letter, your outstanding defaulted balance totals $959,89. This consists of $804.51 in principal, $2.11 in interest and $153.27 in collection fees. The Subsidized [redacted] loan carries a 5.600% interest rate and the Unsubsidized [redacted] loan carries a 6.800% interest rate and accrues approximately $4.22 in interest every thirty days.
PHEAA received a request to review your account based on a claim of alleged identity theft on March 23, 2015. This information was forwarded to our Investigative Services Department for further evaluation. As a result, a response was mailed to you on April 10, 2015 advising you of the information that is required to complete the investigation (copy enclosed). A copy of the master promissory note is also enclosed for your review. If you feel these loans were taken out fraudulently, please return the required information to support your claim of identity theft.
As payments were not remitted to PHEAA upon default, your account was assigned to an outside collection vendor, [redacted] ([redacted]), on December 1, 2014. To receive assistance in resolving your account, you are encouraged to cont[redacted] directly at ###-###-#### to discuss establishing a reasonable and affordable monthly payment to qualify for the Loan Rehabilitation program. When contacting [redacted], your required monthly payment will be established based upon your Adjusted Gross income (AGI) and family size or the completion of the Financial Disclosure Form.
If you choose to qualify for the rehabilitation program based upon your AGI and family size, please be prepared to discuss your three (3) most recent tax filings. Your monthly payment will be calculated by taking fifteen (15) percent of the amount by which your AGI exceeds 150 percent of the U.S. Department of Health and Human Services poverty guideline amount applicable to your family size and state of residence, divided by twelve (12). Additionally, you are required to provide a copy of your most recent tax filing to substantiate your AGI and family size.
If you choose to qualify for the rehabilitation program based upon completing the Financial Disclosure Form, your monthly payment will be set at your total amount of available discretionary funds (income minus expenses). You must provide documentation of your listed income, however, documentation must only be provided to substantiate your expenses if they exceed the Internal Revenue Service's (IRS) allowable expenses. You are encouraged to compare your expenses to the IRS’s allowable expenses prior to completing your form by visiting http://www.irs.gov/Individuals/Collection-Financial-Standards. To aid in theexpedient processing of your form, you are encouraged to include documentation for any expenses which exceed the IRS’s allowable expenses.
The Loan Rehabilitation program is a federally regulated program which requires you to remit a minimum of nine (9) consecutive monthly payments in a ten (10) month period and to sign and return a rehabilitation agreement letter. After successfully completing the rehabilitation program, we will request that the national credit bureaus remove the record of default tradeline submitted by PHEAA. The tradeline reported by your student loan servicer (prior to my default) will not be removed. Your account is considered rehabilitated after the completion of all steps in this process, not just the remittance of your ninth payment. As part of this process, your loan will no longer be considered in default and will be sold to an eligible lender, who will be responsible for collecting further payments on the remaining balance of your loan. If monthly payments stop prior to the completion of this process, you must restart the qualification period. Please note that borrowers are only eligible to complete the Loan Rehabilitation process one time.
Regarding the offset of your tax refund, a notice of the Department of Education's (USDE) intent to offset federal monies you may have access to, including your federal tax return, was mailed to the address on file on August 8, 2013 (copy enclosed). This letter included an explanation of the USDE's intent to offset your federal tax returns, your available options to prevent the offset and the time frame to reply to this notice. As a valid objection was not received and your funds were seized in accordance with your signed Master Promissory Note as well as Federal Regulation 34 C.F.R. § 682.410(b)(6)(v), PHEAA will refund no portion of your federal tax refund to you.
If you have any questions, please contact our office toll-free at ###-###-####. Representatives are available to assist you Monday through Thursday 8 am to 9 pm and Friday 8 am to 5 pm EST.
Respectfully,Mindy F.
Call Center Supervisor

June 18, 2015Dear [redacted]:
This letter is in response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the educational loan account for [redacted], for which you are listed as the cosigner. We trust that the following information will be of assistance.
AES currently services a privately-insured [redacted] Undergraduate Loan Program ([redacted]) Loan, disbursed on December 5, 2008, on behalf of the owner, [redacted] Bank, [redacted] ([redacted] Bank). The loan was transferred from [redacted] Bank to AES for servicing on May 27, 2015. As the contracted third-party service provider, AES must administer the loan in accordance with the terms of the signed [redacted] Private Loan Application/Promissory Note and Credit Agreement (Note), a copy of which is enclosed. By signing the Note, you assumed responsibility with [redacted] to ensure timely repayment of the entire debt (including all accrued interest, the principal balance, and any applicable fees). AES is required to perform billing, credit reporting, and additional servicing-related activities.
We understand that you have concerns regarding the interest rate of the loan. Based upon the terms of the Notes, the interest rate on the loan is non-negotiable and, AES, as the servicer of the loan, is not authorized to reduce the interest rates. As detailed in the Notes, the variable interest rate on the loan is based upon the quarterly Prime Rate plus a fixed margin of 10.000% that was assigned by the owner when the loan was originated. As a result, the interest rate for the loan is correctly calculated at 13.250%. Information regarding the interest rate and finance charges was provided to you in the enclosed Note Disclosure Statement. Accordingly, the terms of the Note stipulate that, in no event will the Variable Rate exceed the maximum interest rate allowed by the laws of the State of Ohio.
In an attempt to assist you further, AES forwarded your inquiry to [redacted] Bank for review. Consequently, AES was not authorized to lower the interest rate on the [redacted] Loan. However, please be advised that you or [redacted] may enroll in AES’ Direct Debit service which the loan will 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 loan. While enrolled in Direct Debit, AES deducts the required installment amount from your designated bank account on the due date each month. To enroll in this service, you or [redacted] may complete and return the enclosed enrollment form, or you may enroll online at www.aesSuccess.org. Upon returning the enrollment form 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 begin.At this time, the [redacted] remains past due from June 14, 20154 for the amount of $90.45. We encourage you or [redacted] to remit payment a payment, if possible, to restore the loan to a current status. If you or [redacted] are experiencing financial difficulties, you may contact our office to obtain information on available repayment alternatives.
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,
Shelly B.
Vice President, Loan Operations

8/21/2015
 
Dear Ms. [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 Nieves
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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:AES has failed in its obligation to assist its borrowers.  I have at this time, been able, with the help of friends and family, to bring my account into current status.  Also, I have filed an application to consolidate my unsubsidized and subsidized loans into one single loan with another servicer, because I have no faith in AES and its ability to properly service my loan in accordance with the law.  They have misled me, failed to inform me of actions being taken on my account, failed to communicate important deadlines regarding my account, and outright lied and have showed no willingness to assist me.  My business relationship with AES has been damaged beyond repair as a result of AES' actions.  I have furthermore filed a complaint with the FSA Ombudsman as is my right under federal law, to alert the government of AES' failures to assist their borrowers.  
AES has issues with processing paperwork in a timely manner and communicating policies with their borrowers.  Had AES sent me the proper paperwork in a very timely manner, this could have been avoided.  But they never bothered to do so.  AES sent me form letters that were vague and commmunicated no deadlines or anything.
I will inform the Revdex.com when this matter is finally closed and my loan is out of AES' hands.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
----- Forwarded message ----------From: Revdex.com of Metro Washington DC <[redacted]>Date: Fri, May 20, 2016 at 8:23 AMSubject: Fwd: closed case #[redacted]To: [redacted]
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Thu, May 19, 2016 at 9:43 PMSubject: closed case #[redacted]To: [redacted]
Hi,
My case was closed on Monday 5/16. It took me some time to gather the required data to disprove what the company AES wrote in their response. But, I know have written proof that disproves their claim that they contacted me at the proper address about a due bill.
To reiterate the issue, my loan was sold from [redacted] to AES. 
-I updated my address with [redacted] to Baltimore MD prior to my loan coming out of deferment.
-When [redacted] transferred the loan to AES they not only didnt give my updated address in MD, they also transferred my previous address in NY incorrectly. 
-I received no information about a due bill and only found out that AES had been hurting my credit when I went to refinance my home mortgage and heard of the group AES.
I have since been speaking with AES since December. I immediately made payments to get current with my account and have all evidence necessary to prove that AES and [redacted] are at fault in this matter. I need my credit adjusted because it is now impacting my quality of life.
Please reopen the case so that I can prove, contrary to AES response, they did NOT send letters to me at the same address as my cosigner. They had a responsibility at  [redacted] to update my address when I called last spring to inform them of my move and at the VERY least they had the obligation to contact me at the same address in which I had mail forwarding at my cosigners place of residence. 
-Eric
Regards,
[redacted]

September 22, 2014Dear [redacted]:
This letter is in response to your recent inquiry sent to Revdex.com regarding your defaulted federal student loans held by the Pennsylvania Higher Education Assistance Agency (PHEAA). Your inquiry was forwarded to my attention for...

review and response.You obtained two (2) consolidation loans disbursed on March 24, 2006 with a balance originally totaling $6,472.46. Since payments were not received regularly, your account fell delinquent causing your servicer, [redacted], to submit a guarantee claim to PHEAA, PHEAA honored its guarantee by purchasing the loans on November 9, 2012. At that time, the account was in excess of 270 days delinquent and considered to be in default. As of the date of this letter, your outstanding balance totals $5,713.81. This is comprised of $4,511.02 in principal, $290,47 in interest and $912.32 in collection fees. Your account carries a 5.00% fixed rate of interest and accrues approximately $18.54 in interest every thirty days.
For clarification on the assessment of collection fees, please refer to your enclosed master promissory note (page 8, section 6) and federal regulations; 20 U.S.C. §1091a (b) and 34 C.F.R. §682.410 (b) (2). Your master promissory note and these regulations clearly state that a guaranty agency shall impose collection costs on all defaulted federal student loans.
As voluntary payments were not remitted consistently since default, you are risking the seizure of any federal monies you may have access to. You were notified via a letter dated August 12, 2014 that you have 65 days (approximately October 15, 2014) to establish a satisfactory monthly payment agreement to avoid this nonpayment consequence. Additionally, your account was assigned to [redacted], an outside collection vendor, to assist you in resolving your account, [redacted] is prepared to discuss the following options to assist you in repaying your account, the remittance of your entire balance in full or enrolling in the Default Loan Rehabilitation program. If remitting your outstanding balance in full is possible, please contact [redacted] directly at ###-###-#### to obtain the current payoff figure. If you choose to enroll in the Default Loan Rehabilitation program, Satisfactory payments will be based upon both your Adjusted Gross Income (AGI) and family size or by completing the Financial Disclosure Form.
The Default Loan Rehabilitation program is a federally regulated program in which your account is purchased by a lender after a minimum of nine (9) consecutive monthly payments have been remitted in a ten (10) month period and you have returned the rehabilitation agreement letter. Your account is considered rehabilitated upon the completion of this process, not upon the remittance of your ninth payment. If monthly payments stop prior to the completion of this process, you must restart the qualification period. After successfully completing the rehabilitation program, we will request that the credit bureaus remove the prior loan default reported by PHEAA.
Regarding your claim that you received no information from us and were unsure where to send your payments, please refer to the enclosed documents, which include letters sent to you between January 3, 2013 and November 23, 2013 as well as copies of bills which were sent to you between May 7, 2013 and August 7, 2013. Please note, the above referenced documents all contain a valid telephone number to reach us and were sent to your current address on file. Additionally, [redacted] spoke with you on February 4, 2014 in which you advised them you have no student loans and to not call you again. Our records also indicate that we received no telephone calls or emails from you in reference to your account. Per your request, please find enclosed a statement of account, which details your current outstanding balance and payment application.
If you have any questions, please contact our office toll-free at ###-###-####. Representatives are available to assist you Monday through Thursday 8 am to 9 pm EST and Friday 8 am to 5 pm EST.Respectfully,
Aaron M
Manager

May 28, 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 services the subsidized...

(SUBCNS) and the unsubsidized (UNCNS) portions of your Consolidation Loan on behalf of the loans owner, the [redacted]). This loan is further detailed in the chart below.Disbursement Loan Original Principal Current Principal Program Balance Balance September , 2006 SUB CNS [redacted] September , 2006 UNCNS [redacted]
As you may be aware, when payments are received, they must first be applied to the outstanding accrued interest and any applicable fees. The remaining portion of the payment, if any, is then automatically applied to the principal balance.
As of August 23, 2013, your account had a balance of $9,983.89 in unpaid accrued interest. Due to the large amount of unpaid accrued interest, you were able to enter into a special arrangement with AES to allow this balance of unpaid accrued interest to be written off after nine consecutive payments were received in a timely manner. For a payment to be considered ontime, it must have been received within 10 days of the due date.
Effective April , 2014, our office received your ninth consecutive, timely payment, which qualified you to have the balance of unpaid accrued interest that existed as of August 23, 2013 to be written off. Because the adjustments required to have the unpaid accrued interest written off were not completed until May 23, 2014, your $294.37 payment received effective May 2, 2014 was initially applied towards only interest.
However, since the balance of unpaid accrued interest that existed as of August 23, 2013 was written off, the payments received from September 2, 2013 through May 2, 2014 now satisfy both interest and principal. We regret any inconvenience or confusion you may have experienced as a result of any delays in writing off this interest. As confirmation of these adjustments, our office has enclosed a statement of account, which details the financial transaction history of your loan.If you have any additional questions, please contact [redacted] directly at ###-###-#### or tollfree at [redacted], extension [redacted] is available Monday through Friday from 8:00 a.. through 5:00 pm. Eastern Time.Sincerely,

12/4/2015
 
Dear [redacted]:
 
While we regret the
concerns received in this complaint, we sincerely appreciate the opportunity to
resolve them.  Rest assured that this
inquiry has been assigned to a member of our Research Specialist Team who is
diligently working toward a resolution. 
We take all concerns included in the complaint very seriously.  Please be advised that the Research
Specialist Team member will be providing a formal letter shortly, along with
contact information to our office, should any additional concerns arise.
 
Best Regards,
 
Jessica N[redacted]
Research Specialist
Team Lead
American Education
Services

June 25, 2015Dear [redacted]:
This letter is in...

response to an inquiry AES received from the Revdex.com (Revdex.com) regarding the status of your educational loan account, serviced by our office. We trust the following information will be of assistance.AES previously serviced the subsidized (SUBCNS) and unsubsidized (UNCNS) portions of your federally-guaranteed Consolidation Loan, disbursed on October 7, 2003, on behalf of the owner, [redacted]. As the former third-party service provider, AES was required to administer the loan in accordance with the terms of the signed promissory note and federal regulations, AES was required to perform billing, credit reporting, and other servicing related activities.
We understand from your inquiry that you requested to be refunded the overpayment of $275,00 that was sent by your bill payer service and the daily interest, You also stated that you were provided misinformation when you contacted AES regarding the status of the overpayment refund.
Based on our review, on April 13, 2015, AES received your online payment in the amount of $ 1,822,23, which satisfied the loan. A letter stating the loan was paid in full was mailed to you on May 5, 2015. Subsequently, on May 7, 2015, AES received a payment in the amount of $275,00 from your bill payer service. It is important to know that it is the borrower’s responsibility to notify their bill payer service to stop any automatic payments when the loan is paid in full. Please note, when the account reflects a zero balance and a payment is received, it is refunded within 60 days from the payment receipt date (July 7, 2015). As a result, AES mailed refund check number [redacted] in the amount of $275,00 to you on June 23, 2015. Therefore, a refund for the daily interest is not warranted.
In addition, we regret that you were provided incorrect information during your telephone conversations with our loan counselors, You may be assured that all of our loan counselors are trained to use decorum and courtesy in every customer call they receive. Many customer Service calls are monitored to ensure that optimum service is provided. Loan counselors receive remediation in instances in which it has been determined that they did not meet our standards for excellence.If you have any additional questions, please contact our Customer Service Department at ###-###-####. Loan counselors are available Monday through Friday from 7:30 a.m. to 9:00 p.m., ET.
Sincerely,
Shelly B.
Vice President, Loan Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
The Application that you currently have in your possession is what was submitted and did not indicate receiving or a response to the forbearance that was submitted initially.  The information is the same as far as the forbearance extension acceptance, that is not indicated on the form or noted on the site itself.  I will resubmit my most current payroll stub, but you have the most current information.  I should not have to submit another application.  Why do you need another one filled out?  You have the one that I submitted and I attached it to the case. Nothing has changed in 1 month.
Also, you extended the date to March 31st, 2014.  So what does the 3 months behind have to do with anything?
All of the guidelines that you have stated in your response; you have not provided me any formal documentation and it appears that the guidelines are made up as we go back and forth here.  Also, when I call to speak with customer service or a manager, there should be no confusion on what is required, especially if I reached out to call you.  The other thing is that you knew about my bankruptcy, so my attorney or I obviously talked to someone at AES, but you stated that you don't have any record of the conversation.  
The application; you have nothing has changed.  I will submit current payroll stubs, but under the circumstances, I would like for you to request permission from [redacted], who by-the-way has no idea what is going on and did not know anything about the loan coming back to them which is the reason this complaint was initiated.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: 
Not one person from this company has called to assist me. I don't want to have to call your company again. This is the most unprofessional company I have ever dealt with. Anytime someone says they will call me back from this company they don't. We have spent over 5 hours trying to get assistance and no one can ever help us. I want the head person of this company to know what miserable service we have gotten and I will be contacting the lender to beg them to change away from you.
Regards,
[redacted]

Dear Sir or Madam,
I meant to included attachment, but the form that I originally completed did not allow me to do.  However, as per your request, I have attached the file along with this reply.  Thank you!
align="justify">Sincerely,
[redacted]

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 office. We trust the following information will be of assistance.
AES...

services your federally-guaranteed [redacted]) Loans, disbursed on October 5, 1992 and November 1, 1993, and one federally-guaranteed Supplemental Loan for Students (SLS), disbursed November 25, 1992. AES services the loans based upon the terms of the promissory notes and federal regulations. Because AES is not the owner of the loans, it does not have the authority to alter or negotiate the terms of the respective promissory notes. AES 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, 2013 through October 24, 2013. A letter advising you of the forbearance ending date was mailed to your attention on October 4, 2013. A copy of the letter is enclosed for your records.
After the forbearance status, a monthly installment of $23.23 was due on October 25, 2013. However, a payment to satisfy this bill was not received in a timely manner. AES records confirm that a payment of $92.92 was subsequently received on February 4, 2014. This remittance retroactively satisfied the bills due from October 2013 through January 2014. As a result of the delayed receipt of the payment, the loan reflected a delinquency of at least 60 days on December 31, 2013 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 payments. Since no servicing errors occurred, AES maintains the position that no credit retractions are warranted for this period.
You may be assured that AES continues to administer the loans in accordance with the terms of your promissory notes and federal regulations. 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 Customer Service Department

February 27, 2015Dear [redacted]:
Thank you for your recent correspondence regarding the student loan account of [redacted], serviced by FedLoan Servicing on behalf of the U.S. Department of Education.
We have reached out to [redacted] directly, by email dated...

February 27, 2014, to address her concerns. At this time, we are awaiting any response she may have.If you or [redacted] should have any additional questions, please contact her assigned Borrower Experience Advocate, Jared, by email at [email protected] or by phone at ###-###-####.
We thank you for bringing this matter to our attention.
Sincerely,FedLoan Servicing Customer Service Department

10/23/2015
 
Dear [redacted]:
 
While we regret the
concerns received in this complaint, we sincerely appreciate the opportunity to
resolve them.  Rest assured that this
inquiry has been assigned to a member of our Research Specialist Team who is
diligently working toward a resolution. 
We take all concerns included in the complaint very seriously.  Please be advised that the Research
Specialist Team member will be providing a formal letter shortly, along with
contact information to our office, should any additional concerns arise.
 
Best Regards,
 
Jessica N[redacted]
Research Specialist
Team Lead
American Education
Services