Consumer complaint received 2022-05-18
Company: AES/PHEAA
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On XX/XX/2022, I initiated a phone call to AES/PHEAA to inquire about payments being returned.

This was related to 2 separate emails I received about a payment being returned. My question about the emails was related to why there were 2 separate amounts that claimed it was returned, when I only paid using 1 amount.

The Agent " XXXX '' became hostile and aggressive and sounded like he hated his job and did not want to be there. His immediate tone was obvious based on this previous statement. He then berated me over the phone claiming that he doesn't " need me to tell him what his tone is '' and some other statements he made alluding to me offending him in some way. He then transferred me over to only who I can assume to be a supervisor " XXXX ''. I let XXXX know that I did not appreciate XXXX 's lack of courtesy, lack of professionalism, and his demeanor based on his tone. Simply asking questions of someone GETTING PAID TO ANSWER QUESTIONS does not call for any one of your employees to be rude or disrespectful to the caller. XXXX advised me that XXXX was going to " leave for the day '' because of the conversation. I let XXXX know that if XXXX leaves for the day because of how the phone call went, that he only has himself to blame because he made me feel horrible from the onset of the conversation. Does AES/PHEAA make a habit of allowing people with bad attitudes run the organization? Nearly every single time I call in, I get someone with a negative or bad attitude. This is exactly why I submitted a complaint about your employee morale from comments I found on Indeed.com. I have XXXX trust in AES/PHEAA, and to be perfectly honest, many people have lost it as well. If you can not even get people who get paid to handle calls to be held accountable for their mistakes and failures as employees, well, it is obvious why there are so many issues with your XXXX. I'm on the fence with whether or not I need to contact Law Enforcement. In the past and today, this is now multiple agents who I have no idea what their motives are. Because they became agitated with me, I do not feel at all comfortable with them having access to my personal information. For all I know they may try and secretly take my information and perhaps give it to bad people. This is a hypothetical. The payment that was returned will be covered on XX/XX/2022. I will call in to make the payment via phone on XX/XX/2022, so it WILL NOT BE over 30 days past due after XX/XX/2022. You can not report that it is past 30 days just because it takes your agency 2 days to process a payment. I don't care if you don't believe me either, I've had conversations with reputable attorneys who said that when Creditors misreport, they tread on thin ice, because Judges do not like companies who manipulate. Misreporting to the Credit Bureaus is immoral and against the law. 

How many states Sued AES/PHEAA now? It is more than 1, that's for sure. Why would all of these other states feel the need to XXXX if there wasn't something wrong occurring? 

Your agency is as bad and corrupt as the Biden Administration.

Company response to consumer: Closed with explanation