Consumer complaint received 2021-06-02
Company: AES/PHEAA
State: PA
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:
AES is required to perform servicing activities at designated intervals, which may include placing calls, generating emails, and sending letters, to keep you informed of the accounts status.

**RESPONSE** Aes is obliged to follow Federal Regulations from a Civil perspective even if a Promissory note requires illegal action from a 3rd party company. Aes is acting under duress of order instead of abiding by the law. Aes can not blame lenders for acting according to a Note that is potentially in violation of other laws.

** The frequency of these servicing activities is outlined under federal regulations and private loan guidelines. AES attempts to combine the amounts due on billing statements if the loans share a common due date and meet other criteria. However, you may still receive individual delinquency emails on a single day because you have several loans with a shared due date and different owners.

**RESPONSE Aes is violating several harassment clauses which undermines and breaks Federal law protecting consumers from unwanted and overstepping communication ** Specifically, two delinquency emails were sent on XX/XX/2021 for the past-due installment from XX/XX/2021 one for the XXXX Loan held by the National Collegiate Student Loan Trust ( NCT ) and one for the XXXX XXXX owned by PHEAA XXXX In addition, the AES representatives sent emails in response to your email inquiries. AES does not consent to the recording of telephone calls by customers. AES records calls for quality assurance purposes. If you do not wish for the call to be recorded, then you may choose to disconnect the call and communicate through a different method. 
**RESPONSE I also do not consent to being recorded for any purpose whatsoever. If Aes records the calls at any time in the future that a call is placed, Aes is violating Pennsylvania Wiretapping laws. I have never recorded calls with Aes. I do have reason to believe that Aes is still recording the phone calls even after I make several statements making my asserted claim that I do not wish to be recorded. Aes is violating the Wiretapping privacy law.

** Loan forgiveness programs ( for federal loans ) are authorized under federal regulations and ( for private loans ) are authorized by the owner/holders. Contrary to your allegation, AES does not intentionally prolong the qualification requirements for loan forgiveness in order to make a profit. 
**RESPONSE Despite Aess continued notions of the aforementioned claim, Aes is outright not telling the truth. Aes has no idea who Ive spoken to and all of the evidence I have proving this lie wrong. Aes can be assured that they would be wise to tell the truth instead of making things up just to protect their own companys interests, especially if what they are doing is against the law.

** Response to CFPB Case # s XXXX and XXXX : You may be assured that your payment of {$380.00} was credited to the loans effective XX/XX/2021. This payment restored the loans to current statuses. Typically, it takes several days for payments to be processed, and holidays can extend the processing period. Therefore, you are encouraged to allow sufficient time for processing so that the payments can be posted by the due date.

**RESPONSE Sufficient time does not equate to days worth of processing time, and Aes has no basis for creating a delay and then intentionally creating a barrier for consumers because they insistently delay the processing for reasons that are not the consumers problem.

** Regardless of how many processing days are required, however, payments are still credited effective the date of receipt. Based upon our review, interest has accrued accurately on the loans. We have sent Summaries of Financial Activity to you under separate cover to verify the application of payments to your account. You may be assured that no unfavorable information is scheduled to be submitted to the consumer reporting agencies about your loans for XX/XX/2021. If you believe that inaccurate information exists on your credit report, you may wish to dispute the information or submit a copy of your credit report to AES for further investigation. Finally, we regret that the level of service you received did not meet with your expectations, and we apologize on behalf of the agency for any inconvenience that you may have experienced in this matter. No instances of inappropriate activity were identified on your account, and no additional action is planned at this time. If you have any additional questions, please contact AES through the website at aesSuccess.org or via the mobile app ( AES Student Loans ).

**RESPONSE Several instances of inappropriate activity were logged on my end including references to Employee IDs and may be shared with litigators. Aes failing to recognize or admit to their own faults makes it that much easier to start bringing class action lawsuits against the company.

**

Company response to consumer: Closed with explanation