Consumer complaint received 2022-04-10
Company: AES/PHEAA
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
AES/PHEAA Legal Division : In response to the correspondence received on XX/XX/2022, please see below. 

I have received your correspondence outlining 18 Pa.C.S. 5704 ( 15 ). I have noticed that you left the majority of the below out of the correspondence.

***The personnel of a business engaged in telephone marketing or telephone customer service by means of wire, oral or electronic communication to intercept such marketing or customer service communications where such interception is made for the sole purpose of training, quality control or monitoring by the business, provided that one party involved in the communications has consented to such intercept. Any communications recorded pursuant to this paragraph may only be used by the business for the purpose of training or quality control. Unless otherwise required by Federal or State law, communications recorded pursuant to this paragraph shall be destroyed within one year from the date of recording. *** It is the belief that AES/PHEAA does not use the recordings for only training or quality control, but that it goes beyond this exception. I never gave AES/PHEAA any exception to use recordings beyond the exceptions, nor is AES/PHEAA permitted to do so unless it is otherwise stated extensively. I also must call out that AES/PHEAA be held accountable for all recordings that are retained past one year from the date of any such recording. How are we as borrowers to know that any one of your employees hasnt secretly moved them somewhere for " Personal purposes '' that would otherwise defy the very reasons allowed for a " business '' to be recording phone conversations? Recently, some of your AES/PHEAA employees engaged in abusive " tones '' with me during conversations and made some disturbing remarks which left me contemplating reaching out to law enforcement.

While your written correspondence to a degree is appreciated, I find part of it insulting. It is obvious that AES/PHEAA continues to lose trust from American citizens. Other State Attorneys have been miserably pulled into the crossfire of some of the otherwise scandalous nature of your organization. While the individual or individuals who pointed out the case from the past were able to reaffirm a sub law, the fact remains that what is forgotten are the various legal troubles and accusations brought against your organization by influential attorneys across States, one of whom specifically mentioned how AES/PHEAA engages in fraud. The very known truth of that is that your organization makes no hesitation in signing some sort of Civil Agreement with the Massachusetts Attorney General which only categorizes it into a position of guilt. Why sign anything if it wasnt true? Please review the statutes below which I feel have been violated several times. It is my belief that this occurs with a large majority of borrowers who have to endure the horrible abuse by AES/PHEAA .

806. Harassment or abuse 808. Unfair practices To AES/PHEAA 's Legal Division remarks regarding finding " Competent Counsel '' : Contrarily provided, I work with competent counsel. I would advise AES/PHEAA to do the same, or at the very least re-verify the educational background of each attorney employed.

Company response to consumer: Closed with explanation