Consumer complaint received 2018-04-30
Company: AES/PHEAA
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
XX/XX/XXXX To : Consumer Protection Credit Bureau, XXXX XXXX XXXX  and XXXX  Re : XXXX XXXX XXXX XXXX : Acct # XXXX XXXX XXXX XXXX  - Inaccurate information provided to client ( XXXX ) - Poor and non-existing communications to client - Inaccurate and not-at-fault reporting ( not at fault = XXXX XXXX XXXX  ) ( amount and cause ) - AES at Fault for current situation - Request for DELETION of unfair and unnecessary report to Credit Bureaus o Unethical, unfair, and erroneous information, poor and lack of follow up communications ( by AES ) o Lack of response from XXXX since XX/XX/XXXX SEE ATTACHED WORD DOC OF FORMATTED DESCRIPTION Current Timeframe in Dispute : XX/XX/XXXX Note : PRIOR scenario that applies leading up to XX/XX/XXXX - started ~XX/XX/XXXX documented in Section II Dear Consumer Protection Beurea and relevant parties, This communication is primarily to escalate through the Consumer Protection Bureau and is being copied to all credit bureaus and AES . As this unfair sequence of events has unfolded, and has become out of control, and has impacted me negatively in an unfair manner, despite all my effort to work with AES and XXXX, since ~XX/XX/XXXX.

For clarity, I have outlined the most recent series of events in the following SECTION I ( in which many errors and untrue information was provided to me ), and included a SECTION II, outlining the beginning of communications and erroneous events ( respectively : since ~XX/XX/XXXX ).

PART I : CURRENT Scenario/Sequence of Events These events led to inaccurate and unfair reporting, that has negatively impacted my credit, of which I strive to retain good standing, and have maintained positive marks for many years ( my credit is of the utmost importance, and I am very careful, aside from having too much debt ; which I am working on ) : XX/XX/XXXX : ( Events leading up to XX/XX/XXXX Erroneous and Undeserved Reporting ) I engaged AES : 1 ) to understand why theXX/XX/XXXX letter to XXXX ( XXXX XXXX XXXX ) had not been responded to ( more on that in following summary from earlier inXX/XX/XXXX) and 2 ) to get solid assistance and clear information ( which I have been fighting for, for many months ) It was stated they did not know why XXXX  had not responded { again } ( XXXX  took over loan portfolio from XXXX years back ) I asked to please help w/a solution as Ive made continuos effort to assist in a lower payment to enable getting ahead ( my financial situation had changed, for the time being ) I was transferred to a helpful lady, that expressed she did not understand why Id never been offered the reduced 6-month option initially, during the preceding months of various contact ( since ~XX/XX/XXXX ) She explained Id make a good faith payment of XXXX ( XXXX per loan ) o It would bring the account current, and Id have this option for 6-months o *This would allow more time to find out status of the XX/XX/XXXX letter/request to XXXX o Relevant background ; *Please note : prior to 2nd sub bullet above : AES STATED ( months back prior to XX/XX/XXXX ) Id have to be behind more than 30 days for them to be able to assist me in any manner ( a bit unethical, unfair, and inappropriate ) And stated likely could get anything that would be reported, removed I did let a small amount go, to follow direction provided ( Im beyond regretful )XX/XX/XXXX: Good faith {$100.00} payment was made / and account was brought current as stated by AES ( Also of note : I was under the impression this {$100.00} payment would cover the 1st payment for the XX/XX/XXXX reduced payment schedule : was it deducted from the balance? These # s are still unclear, and clarity of what is truly owed/ after all this is still in question ) oXX/XX/XXXX., XX/XX/XXXX andXX/XX/XXXX : {$100.00} payments were made per the plan o I went to make the XX/XX/XXXX payment and noted that a high amount was showing to be paid I was confused, and made a {$200.00} payment to coverXX/XX/XXXX and XX/XX/XXXX ( late for XX/XX/XXXX. as I had been confused, regarding what was going on ) I had received a call at one point and argued that the system was in error, still confused, and was working more than 15 hours a day and need to talk to someone that could properly explain what was going on. Nothing was resolved, no call back, no help.XX/XX/XXXX: I called at XXXX for another lengthy call ( 47-minutes ) ( Two reps : XXXX and XXXX and one good faith payment woman ) : o Spoke with representive 1 : He said just put the extension for the 2nd 3-months, and the balance will come current, and not to worry, and that clearly there was a misunderstanding about needing to re-input the next 3-months ( why AES does the process this way, Ive no idea, not logical ) o I continued to express concerns over the other issues : 1 ) the communication not being accurate, or followed up in a timely manner, and that it there was no WRITTEN detail that this 2nd part of the 6-months had to be redone ( there was no written detail of this from AES ) 2 ) That the XXXX letter still had no response ( from XX/XX/XXXX) 3 ) And that no one ever addressed the small reported amount from months back ( THIS IS SEPARATE from RECENT ERRONEOUS REPORTING IN XX/XX/XXXX ) This person did not care to address these issues or escalate, and transferred me to a rep to pay a good faith pymt of XXXX  ( ignored my concerns ) while they re-input the additional 3-months of the 6, and stated all would be brought current ( which turned out to be WRONG ) When on the line w/the good faith pymt woman, I continued to express my concerns : and she thought it important to speak w/another Sr. Agent : ( I thought she was still putting the payment through, as I had shared all was authorized and same account information as in my account ) o Transferred again to new agent/Rep # 2 : ( XXXX or XXXX/notes are not clear which was first ) o This agent/Rep # 2 listened very kindly, and with detail : He looked at history and options He commented that XXXX may not have responded and perhaps it is their way of declining I responded that is unethical/unacceptable/illegal : they have a legal responsibility to respond ( that is like me saying I do not have to be responsible and respond to AES/or pay my bill and expect no consequences ).

He offered kindly, to again re-forward the letter, and to the in-office liaison ( which, I was told before there was one, then was told there was not one : B/c I now presume the LIASION LIKLEY DID NOT WANT TO ASSIST, nor did AES for the most part ) This Rep found a 24-month deferral of which he stated I should have 12 months remaining for use I questioned this as in earlier months AES ERRONEUOSLY gave me that option ( then FAILED to communicate it was not available to me this is documented in SECTION 2 ) He said he thought it was worth a try : - Hed input for the 12-months - And we have the remaining 3-month on the 6-pay as our backup, so not to worry ( this sounded reasonable to me, and he was very kind and seemed knowledgeable ) - I stated I was concerned this would go into 30 days and be reported - He responded and said not to worry as we had time, as reporting was not done until month end - He stated Id hear if 12-month deferral is approved very quickly and reiterated we have the 3-month back up in place so itll be covered no matter what ( again, sounds safe/reasonable ) AND remember I was told earlier : the continued 3-month would bring acct current ( by 1st rep ) so no worries I NEVER RECEIVED any update on the 12-month option nothing : no written communication, no phone call, NOTHING.

I did ~14 days later see you did not make your good faith pymt on the 3-month option and it has been cancelled { paraphrased } ) My initial thought ; where is the 12-month response?? Perhaps it is moving forward And why did no one ask me for the good faith payment in writing or via phone? If that needed to be taken care of : why no follow up? I thought is was taken care of!

In the meantime the amount past due was increased : I looked Friday evening on XX/XX/XXXX : and it was in danger of going to the 30 days It WOULD NOT allow payment to be marked for theXX/XX/XXXX, or theXX/XX/XXXX : as the weekend was in play ( and AES lives on an EST cutoff I WORK 15 hours a day I cant time on these hurtful consumer practices and relied on AES to communicate properly! ) VERY DISTURBING I went ahead and paid {$100.00} to test and hope it would show in best timing of course not it saysXX/XX/XXXX paid ( despite being told explicitly to NOT pay as it would come current ) XX/XX/XXXX Called ( 1st thing Mon ) : expressed all errors from AES, was greatly upset/panicked : o They apologized, and said the reporting occurred over the weekend and too bad that is how it works ( So, they can report over the weekend but not credit for a XX/XX/XXXXpayment in the system at XXXX??? Unfair consumer practices/leaving a consumer in a bad spot especially after being given inaccurate info and NO COMMUNICATION ON STATUS of the 12-month OPTION AND I WAS WORKING WITH AES very diligently. I was infuriated ) o While on the phone, I panicked, and PAID {$720.00} ( so now a total of {$820.00} has been paid, plus the XXXX paid earlier in XX/XX/XXXX = XXXX ) I expressed that was not right ( AES told me NOT TO PAY before b/c it would come current with either scenario above composed on XX/XX/XXXX) So here I am. I do the right thing because I value my credit, AND had made all efforts to work w/AES ( and XXXX ) I get completely damaged credit, by believing all the erroneous information, and experiencing no follow-up from AES. ( My score dropped >80 points!!!! NEVER do I not pay my bills ) o Next step : after apologies from AES and statement that their hands were tied : I verbally shared again all their errors and statements the rep responded that now that I laid it all out as I had it may be that there is a case to get deleted ( but, it should never have gotten to this point at all, I dont have the time for all of this ). They said they rarely delete anything ( opposite of statements earlier in XX/XX/XXXX).

o This should be deleted : this was due to all AES direction, inaccurate information ( depending on whom you speak with ), and lack of follow up on status of options being input on my behalf.

o These are all AES errors. I did nothing wrong aside from believing I was speaking with folks that knew the system, areas to be approved, processes, and their assurance Id be okay, and all would be current.

Caveat : even if the 12-month option were communicated as not going through, or that the 3-month good faith needed to be looked at/and the payment needed to be secured : I would have had TIME to remedy and PAY THAT 700+ before XX/XX/XXXX, and the XX/XX/XXXX payment, and theXX/XX/XXXX phone call : Another series of erroneous statements, and lack of communication updates ( w/regard to the 12-month option to reiterate NEVER informed of anything leaving me to believe it was in process ) Now I am transferred to get the good faith pymt complete ( which should have already been done before the 2nd transfer onXX/XX/XXXX ) o I paid {$100.00} to the good faith agent.

o Now : {$1100.00} paid total betweenXX/XX/XXXX and XX/XX/XXXX And again the question never was answered : the XXXX  GF payment does not count toward the next due payment?

And then I learn that the 2nd phase of a 6-month lowered payment does NOT bring it current It only does that during the first 3-month portion ( which there should never have been a gap in the first place! ) AES records the calls : I was told it would bring it current before representive # 2.

To add : whatever was reported with respect to amounts, Im not sure is accurate.

Though, again : it should never have been reported.

PART II The Beginning/Summary of events leading up to XX/XX/XXXXand XX/XX/XXXXAroundXX/XX/XXXX : o I contacted AES after many attempts to get the two loans refinanced, to lower my payments o No Service providers will refi a Private k-12 loan as their criteria is for it to be with a 4-year university or the like o It was stated over 13 years back if anything ever were to happen, I could always refi the loans again more erroneous information These types of loans are very difficult to get refinanced through Educational service lenders AES stated there were no options to help me, and they really could not investigate any further unless I go beyond 30-days late ( this was actually said even earlier on and I had delayed on paying, but never had the heart to let it go over 30 days, as my credit is of value, it scared me. This is not very ethical, IMHO, its as though they want to harm the consumer/paying customer ) After numerous conversations, someone ( that was kind and wanted to help ) suggested I write a letter directly to XXXX and kindly state my position, and ask if there was any way or options to refinance through them Once the letter was complete, I was to fax and email it to AES, to forward to XXXX o XXXX was the original lender, and had since exited from any student loan programs, selling their portfolio to XXXX  On XX/XX/XXXX, I faxed and emailed the letter.

I followed up to ensure receipt AES stated to give at least 30 days for XXXX to respond They never have responded, and I followed up w/AES multiple times to find out status. I kept getting the theyll respond when they respond Additionally, I was told there was an in-house XXXX liaison, and that they likely could assist.

Not once was I ever enabled to engage with this person, and then later was told there was no liaison in house Then recently was told there was Which is it? Just like all the erroneous communications, no follow through, and poor handling, this was becoming par for the course in my engagement with AES : can not trust anything that is said Dont get me wrong : there have been a few very professional and kind people that have tried to assist But, a high % of individuals do not know processes, rules to specific loans, and then the zero follow up on has become beyond taxing, and is unacceptable, and has caused my decent credit to be destroyed.

During this timeframe : I was offered a 24-month deferral : they put the request through o But here we go : NO UPDATE, NO RESPONSE, NO explanation via mail, email, or the like that it was not approved as I learned by my calling in later that my loan did not qualify for that program, as it was in the private category Why did I have to call and find out? My payment was late due to this as I again, am under an impression something is in process.

But to no avail : and no communication from AES.

There have been times Id email through the AES system asking for updates, or asking for something to be remedied : NO RESPONSE Only a canned we are in receipt of your email auto generated response.

But NO status to any requests And the most important one was when the 24-month deferral was not eligible : why cant it be common practice to follow up with your client?

Why is it as a client I dont matter?

I have paid on this loan since XXXX XXXX o That is over 13.5 years and a lot of money w/interest IN SUMMARY o Now, today, I must pay the payment of XXXX plus the XXXX late fee o When this should have already been caught up but the poor communication and the errors cost me an additional 700+ and this XXXX. Which is fine, I am okay paying my loans : but I hope you can see the awful position I have been put in, and stress I have endured.

o Never, once, did I say I'd not pay.

o I only listened to AES, and got pushed under the dirt with credit due to all I shared in Part I and Part II.

o And I have spent hours writing this up and have endured far too much stress.

o Most important : My credit is ruined, due to no fault of my own o I have someone willing to help get this refinanced, but now with the credit problem I am really in a bad place.

o And, I cant refi for a car lease up to revise in XX/XX/XXXX, I cant rent, I cant buy, 2 creditors lowered my credit this is completely a mess, all due to the irresponsible actions of AES ( and in part : XXXX ).

o There as well are legalities related to this, it has been clarified that some of these actions and lack of actions are a potential litigation issue.

o I have done everything I can, and kindly appreciate assistance in this matter Thank you in advance for your prompt attention to this mess of a matter. Please know I am mentally drained in all the follow up Ive endured, and I am at my wits end.

As a suggestion, AES staff should be better trained to accurately communicate applicable policies to each available option, and not say to NOT pay, and as well not taking payment over a weekend should be on AES, not the consumer, ( at least in this situation ).

I have for over 13 years kept this paid, and only late paid as I considered earlier on the statement I had to go 30 days to get help from AES I have worked hard to maintain my credit and good payment history. This is not appropriate. Please consider these extreme errors, and consider deletion of the late reporting, as I was not late and would not have been had it not been for the direction stated from AES.

Kind regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation