Consumer complaint received 2018-02-17
Company: AES/PHEAA
State: IL
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
I have 2 loans serviced through AES since XX/XX/XXXX. My mother is a cosigner on one, and my understanding was she was only a cosigner on one as she was only ever contacted for payment requested for 1 of the two loans on my account. 

I contacted AES in XX/XX/XXXX and XX/XX/XXXX last year to let them know I would be unable to pay the full 500+ payment per month until I passed my XXXX boards and began working. I asked if there was any way to significantly lower the payments until XX/XX/XXXX when I was anticipated to be employed and I was informed, both times, that I was responsible for the entire amount due every month and if it was not paid in full I would be reported to the credit bureau. 

I attempted to make smaller payments XX/XX/XXXX andXX/XX/XXXX but both my mother, my cosigner, and I both received 8-10+ phone calls everyday, 7 days a week, even after answering and explaining the situation. 

My mother was diagnosed with XXXX XXXX in XX/XX/XXXX and she is unable to assist in any way at this time as she is unable to work full time. When she cosigned my loans she was not sick and there was no way to foresee this unfortunate diagnosis at that time. 

I failed my boards in XX/XX/XXXX and was unable to work until I could pay the {$600.00} and pass my exam, which was done two months later and I became employed in XX/XX/XXXX. When I realized I would be unable to pay I contacted AES and informed them, and they again informed me I was currently behind and still would be required to pay in full or continue to be reported. 


Once I began working I was contacted by XXXX XXXX on my past debts owed to AES,  and was asked to set up a payment plan to bring myself current, which I paid {$900.00} a month towards that was directly drawn from my account. I was under the impression this would bring my past loans current by this month, XX/XX/XXXX. 

I logged into AES to check my account once all the payments were complete and saw one loan had defaulted 5 days prior, without my knowledge. I contacted AES immediately, XX/XX/XXXX, and was told there was nothing I could do, when I asked for further information they simply told me XXXX, and gave me a phone number. XXXX ( XXXX ) XXXX. The company was open during only hours I work XXXX, so I left a message which was not returned. Tuesday, XX/XX/XXXX I received a call from XXXX XXXX XXXX stating they were contacting me about a debt, but I did not return the call as I had never heard of this company and did not believe i owed them anything. They did not state they were in any way attached to XXXX or AES. 

They called from a different number Wednesday, XX/XX/XXXX and I answered and spoke with a woman whom informed me she was calling in regards to my debt. When I informed her of the situation and that I would be more than happy to pay whatever the past due amount was to bring the account back to good standing she stared there was nothing that could currently be done. 


I was very diligent when I realized I would not be able to pay AES and did my best to set up payments to keep them paid and current. However they continued to make multiple calls, all days of the week, with no payment options or options in general even though my family was in two very difficult hardships. Once I began working I also was required to begin Federal student loan repayment and my available income did not allow for me to pay any more than the {$900.00} a month I was already paying, thinking it was taking care of both loans, and once I did contact them I was misdirected to a company that doesn't even directly deal with consumers? 

I received calls from tel:XXXX XXXX XXXX XXXX ( XXXX ) XXXX Just within the last month, at least 7 times a day, beginning as early at XXXX and going as late as XXXX, including on Saturday and Sundays, again even AFTER contacting AES multiple times to let them know the situation. They were not helpful in any way in trying to find a feasible financial plan or in directing me to who to deal with even after the default was presented. 

My mother is so stressed about this situation, and I've pleaded with callers to please not continue to contact her as when she stresses it causes XXXX XXXX, yet they continue to contact her at all hours. This is incredibly unethical. 

I understand a debt is owed but the unethical practices that were attempted to collect it should not go unnoticed.

Company response to consumer: Closed with explanation