Consumer complaint received 2017-10-01
Company: AES/PHEAA
State: NC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Hello,

I am a co-signer on several student loans for my son through AES. We are constantly having problems with AES not posting the payment on the loans in a timely manner.  This is causing issues with my credit since they are not informing me of any delinquent issues until it's too late to react. 

An example just happened this week. My son made a payment on the loans on the due date of XX/XX/XXXX.  We have enclosed a copy of the email showing the payment made and the date.( ITEM A ) A week later I received another email on XX/XX/XXXX from AES saying we were late on the payment which is a week overdue. 
( ITEM B )

This type of book keeping error on the part of AES can cause issues with their system reporting inaccurate credit information and causing a negative effect on my credit reports.

( ITEM A )
THIS WAS PAID ON TIME!! See below.  Please forward to your dad I'm sure he got one too.

---------- Forwarded message ----------
From: 
Date: XX/XX/XXXX XXXX XXXX Subject: AES: Confirmation of your recent activity
To: 
Cc: 

Dear XXXX :

We are confirming the student loan payment you scheduled through Account Access.

Payment Amount: $ XXXX
Payment Date: XX/XX/XXXX 
Checking/Savings Account: XXXX Confirmation Number: XXXX 
The Payment Date above is the date on which we will apply the payment to your student loans. However, please allow up to 3 additional business days for the payment to be posted to your loan account and debited from your bank account.

(ITEM B)
American Education Services
Alert
Notice: A loan you signed for is over a week past due.
Make a Payment
Hello XXXX:

You are a co-signer on a student loan that we currently service.

Becoming delinquent may delay or disqualify you from incentive programs that the lender may offer, such as co-signer release, interest rate reductions, and rebates.

If you or the borrower haven't made a payment yet, please do so today. The easiest and fastest way to make a payment is online.

We also offer these other payment methods:

phone	
By phone:
XXXX

mail	
By mail: 
American Education Services
Payment Center
XXXX, PA XXXX

Don't have an online account?

Sign up today! The easiest way to stay up to date on the loan you signed for is to create an online account. You can make payments, view the payment status, loan details, and more.

If you have any questions, don't hesitate to contact us. We're here to help.

This communication is an attempt to collect a debt and any information you provide, whether written or verbal, will be used for that purpose. However, if your debt is discharged in bankruptcy or you are protected by the automatic stay in a bankruptcy proceeding, we recognize that you may not be liable for this debt and this email is not an attempt to collect a debt but is being sent for notice purposes only.

NOTICE: The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, age (provided the applicant has the capacity to enter into a binding contract), because all or part of the applicant's income derives from any public assistance program, or because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. The Federal agency that administers compliance with this law concerning this creditor is the Bureau of Consumer Financial Protection, XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
This information message has been sent to you based on your existing relationship with American Education Services. If you are not the intended recipient or received this email in error, please contact us and then delete this email from your system.
American Education Services
XXXX XXXX XXXX XXXX XXXX, PA XXXX ---------------------------------------

I have logged into our account with AES and in the system shows the account up-to-date. The next payment is due XX/XX/XXXX - The question is why did I receive an email saying it is overdue? 

Please help us rectify this on-going issue. I have reported this business earlier in the year for incorrect information on this account.

Company response to consumer: Closed with explanation