Consumer complaint received 2020-05-12
Company: AES/PHEAA
State: NC
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I most recently filed a complaint against AES on XX/XX/XXXX. In their response on XX/XX/XXXX, they stated : " Our review of your account found that on XX/XX/XXXX, AES forwarded a request to XXXX to contact you directly to address your concerns regarding the denial of your ID Theft claim. On XX/XX/XXXX, AES forwarded updated information to the consumer reporting agencies to adjust the unfavorable information submitted to the consumer credit reporting for XX/XX/XXXX. The updates were submitted because it was determined you were not notified that your ID Theft claim was denied and normal servicing activities had resumed on the loans in a timely manner. On XX/XX/XXXX, AES received and forwarded your request to appeal the denial of your ID Theft claim to XXXX. AES can not accommodate your request to release you from your responsibility as the cosigner. For any information regarding your ID Theft claim denial or request to appeal the decision, you must contact XXXX directly, at XXXX. Lastly, as the third-party service provider, AES can not reduce or dismiss any portion of the loan debt. In an effort to assist you, AES forwarded your request to reduce the principal balance on the loans to the holder. You will be notified once a decision has been made by the holder. If you have any additional questions or concerns, please contact AES at XXXX. Loan representatives are available Monday through Friday from XXXX XXXX to XXXX XXXX, ET. '' When I called XXXX at the number listed in their response, I am transferred to a voicemail, in which they state that the person at extension XXXX ( **the telephone number called** ) is busy and to leave a message. Despite leaving numerous messages for XXXX regarding the fraud complaint and appeal beginning on XX/XX/XXXX, I have not received a call back. 

In addition, AES stated that " Our review of your account found that on XX/XX/XXXX, AES forwarded a request to XXXX to contact you directly to address your concerns regarding the denial of your ID Theft claim. " I filed an Appeal of the Denial of the Fraud Claim with AES on XX/XX/XXXX and they requested in their XX/XX/XXXX response. On XX/XX/XXXX ( more than 30 days after I sent the letter ), I called AES to follow-up on the status the Appeal. I spoke with XXXX # XXXX, and she informed me : ( i ) they received the Appeal on XX/XX/XXXX, ( ii ) there was no notation on the Appeal and it was just sitting in my file, ( ii ) they received it and failed to forward it to a department, ( iv ) there was no matter procedure as to where it should be submitted and ( v ) there are special request codes that are required to be inputted but no special request code was imputed for this appeal and ( vi ) she was going to submit it through the Fraud Department. On XX/XX/XXXX, I received a call from AES. I spoke with XXXX ( employee id XXXX ) and asked her to check to on the status of the Appeal. She told me that my account was notated on XX/XX/XXXX that if I called back to inquire about the Appeal to tell me to call XXXX at XXXX. This was contrary to the response AES posted on the CFPB 's website on XX/XX/XXXX. I also filed a Second Appeal on XX/XX/XXXX. 

To this day, I have never received a response regarding either Appeal from AES or XXXX. AES failed to forward my Appeal to XXXX as they said they would do in their XX/XX/XXXX letter.

Company response to consumer: Closed with non-monetary relief