Consumer complaint received 2021-01-05
Company: AES/PHEAA
State: FL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I graduated college in XX/XX/XXXX. My payments started in XXXX. My loan payments are handled through AES Success and they have been nothing but the absolute WORST. I originally had 4 separate loan sequences on my AES account all under my name and account number. Loan sequence # 3 was credited back to my account on XX/XX/XXXX due to a misunderstanding with my school. I fully paid off Loan sequence # 1 on XX/XX/XXXX. This left me with two remaining loans- sequence # 2 and # 4. Due to a high interest rate, I opted to refinance loan sequence # 2 with XXXX. XXXX  processed my refinancing request and paid AES on XX/XX/XXXX. AES disbursed the money incorrectly, instead of fully paying off loan sequence # 4 they paid off half of loan sequence # 2, half of loan sequence # XXXX and added my, what should have been fully refinanced, loan sequence # 5. When I spoke to AES, I was told " it does not matter, the amount is still the same ''. When I explained it does matter because it effects my interest and it is not what was supposed to happen I was given a hard time about getting it redistributed. XXXX was great, offered to call AES and help me get it figured out. Eventually, AES started the redistribution process and told me to wait to start my monthly payments until my account was corrected and someone would contact me. However, I was never contacted but I checked my account the day my first payment was due. While AES corrected the distribution issue, they still had not address an interest rate reduction I am entitled to through XXXX XXXX loan program. 

I have been calling AES since I received my diploma to have my .75 interested rate deduction applied and each time all except two AES representatives have had no knowledge of the XXXX XXXX XXXX and tried to tell me I as incorrect. Even when I submitted proof of the documents and requirements. I am still given wrong information and have been told a " request '' would be put in to correct the interest rate over five separate times and nothing has been done. 

When I logged into my AES account today, my loan balance had tripled. Loan sequence # 1-3 were all showing overdue balances. When I called AES I was told there was no payment history on my account and that they " lost '' my payments and the refinancing money. Once again, was told they are " putting in a request '' to locate over {$25000.00}. None of my payments were refunded to my bank and I spoke with XXXX who said they have not received their payment back either. 

AES is now trying to locate my money and has put a ridiculous amount of late fees on my account while also not addressing the first issue- my XXXX XXXX interest rate reduction. The majority or the representatives with the acception of three or four, have been condescending, unempathetic and could care less that they " lost '' MY money. I have considered refinancing even if it means a high interest rate just so I don't have to deal with the criminal and unacceptable ways of AES. Funny how if I miss a payment, AES can't wait to charge me a late fee but they haven't been able to preform the services they offer for months and I'm still the one facing the consequences of the incompetent and lazy employees.

Company response to consumer: Closed with explanation