Consumer complaint received 2024-04-17
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: AES/PHEAA (PA)

On XX/XX/year>, AES/PHEAA sent an email claiming that my address and phone # were invalidated. Later that same day, I initiated online chat with employee " XXXX ''. XXXX advised me it was due to someone within AES/PHEAA trying XXXX call my phone and that the # was invalid. I explained to XXXX that this made no sense and that my # is still valid and listed correctly on the account. I then called AES/PHEAA using XXXX valid # later that same day and got Representative " XXXX '' XXXX the phone. I've made complaints on XXXX in the past due to her bad attitude and lack of empathy for complaints I make. As predicted, this particular conversation was no exception. XXXX wanted to argue with me throughout the entire conversation when I simply wanted to get to the bottom of why the address was invalidated. She refused to be cooperative when I wanted to understand how AES/PHEAA invalidating the address could be prevented in the future. Her response was I need to stop sending mail back. I told her that's not going to happen and that is my right to send mail back if I do not want it or need it. I also explained that just because your company receives the mail back does not mean you should be marking my address or phone # as invalid unless I've reached out to you to make that correction. I also include a statement on all mail I send back which says " DO NOT INVALIDATE ADDRESS ''. XXXX proceeded to explain that it wouldn't matter because it's policy to invalidate the address if mail is returned. Keep in mind, the mail they send is not technically returned in the sense that the XXXX returns mail. I do not open AES/PHEAA 's mail and simply enclose it in another piece of mail addressed to AES/PHEAA and XXXX XXXX XXXX it stating that the mail is excessive. Because XXXX continued to raise her voice and treat me like I didn't matter, I asked her if she has Post Traumatic Stress Disorder. She then proceeded to ask me if I did. I told her that she made a fatal mistake asking me that. She then tried to insinuate that just because she's a human, I don't have the right to talk to her the way I was, but apparently she failed to realize how she was speaking to me. She had an aggressive attitude throughout that entire conversation. I also made complaints on her in the past that apparently went unnoticed or unpunished. I had her transfer me to an account XXXX. I received XXXX who is by far how a professional employee should behave. XXXX was understanding, listening, empathized with my concerns, made attempts to rectify the situation by offering an apology for someone else 's behavior. All these things were things that XXXX could have done, but instead wants to argue with callers on a regular basis. I called XXXX a robot because she is XXXX. She has no empathy for people who call in with concerns and she acts like just because she is presented with challenging callers, that gives her the right to lash out at callers, even though she gets paid. She can't understand why I continue to call in about the Address issue. I continue to call in because AES/PHEAA continues XXXX invalidate it just because I send all the mail back. I've made no statements that would otherwise claim the address or phone # is any different than the last time I spoke with them. If it would change, I would let them know. I feel like they do this deliberately, although XXXX probably would have nothing to do with it being done deliberately or else she wouldn't get so bent out of shape by me inquiring about the process behind it. XXXX just does not want to deal with people over the phone. It is quite obvious.