Consumer complaint received 2025-08-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: AES/PHEAA
State: FL

Complaint narrative:
Subsidized and Unsubsidized Loans were received in XXXX, XXXX, and XXXX for payment of XXXX XXXX tuition and living expenses. The total amounts of the loans were in the amounts of {$32000.00} & {$43000.00} for the three-year period of XX/XX/XXXX - XX/XX/XXXX through XXXX and capitalized as of graduation from XXXX XXXX in XXXX of XXXX loans were transferred to a third-party loan service provider, initially, on XX/XX/XXXX, and others on XXXX. XXXX & XXXX. XXXX referenced below on XX/XX/XXXX, XX/XX/XXXX, and XXXX in the amounts of {$5400.00}, {$6600.00}, and XXXX, respectively, Following graduation, a six-month grace period was allowed after which capitalization of interest accrued was then applied. The period for the loans was for XXXX  years. Immediately following graduation of XXXX XXXX and passage of XX/XX/XXXX bar exam, I began working as a full-time employee for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX and XXXX XXXX from XX/XX/XXXX - XX/XX/XXXX - a federal governmental employee. I was given no loan forgiveness of any kind but rather paid every month since and still continue to pay monthly after XXXX  years subsequent graduation. 

The amortization schedules provided by the loan service provider, American Education Services ( AES ) since the beginning of repayment, which in many months payments well exceeded the monthly required amount. XXXX amortization schedule ( XXXX. XXXX ) provided shows payments on a monthly basis which in no way decrease the balance of loans, and in some cases increased the balance. The second amortization ( XXXX. XXXX ) ( both of which were provided by AES ) shows the same application of the payments on the loans which were subjected to a " XXXX '' on XX/XX/XXXX ; XXXX  years after my XXXX graduation which left a {$0.00} balance. 

Again, no forgiveness was provided based upon my XXXX XXXX XXXX XXXX XXXX of service for the XXXX XXXX  Rather, XXXX. XXXX reflects that on XX/XX/XXXX, there was a " Loan Transfer to AES of + {$75000.00} + {$200.00} in interest essentially reinstating the entire amount of the loans, or at least an amount very close to it. 

After XXXX  years repaying amounts which AES, which still reflects a balance of over {$18000.00} which they are requesting me to refinance to XXXX. I have never missed monthly payment and again paid up to XXXX times the amount due in various months to accelerate payoff, including a lump sum payment sum payoff in the amount of {$49000.00} on XX/XX/XXXX to simply " get rid of it '' as is reflected on XXXX, as XXXX. XXXX reflects a balance of {$0.00} as on all loans as of XX/XX/XXXX. As of today, AES 's website reflects that over XXXX -years I have paid {$97000.00}, which does not appear to include the XX/XX/XXXX payment of {$49000.00}, but rather shows that I have a remaining balance of {$18000.00} which AES sent a written notification to my requesting me to refinance through XXXX/XXXX/XXXX - which I have never signed. Yet, monthly amounts continue to accrue, increasingly, to date. 

Following receipt of this request five-months ago, I began speaking with AES, who was cooperative, expressed grave concerns about the " loan transfer '' reflected on XXXX. XXXX of + {$75000.00} principal and + {$200.00} in interest on XX/XX/XXXX. Notably, the same date the balances were at {$0.00} on XXXX. XXXX and promptly provided the documents to me upon request following XXXX calls. AES expressed concerns that information submitted by XXXX to them may have been subjected to data migration error and suggested I contact XXXX. AES also provided me with information to contact the CFPB. Thus, I immediately contacted and spoke with XXXX, XXXX separate times XXXX and XXXX ago. Upon the first contact with XXXX, they first told me they no record of the loans. 

After requesting to speak with a superior, they then found the account after approximately one-hour. Working with her manager, the customer service representative expressed that she was not able to reconcile the loan at all, and would have to submit an IT ticket to figure out what happened with the account and would contact my personal cell phone at XXXX, and would send me a letter within XXXX weeks, IF SHE WAS ALLOWED TO DO SO. 

I called XXXX again the following month as no letter or call was received, and none to date, and no clear response could be provided. In sum, XXXX stated I would receive a letter within XXXX weeks. I have received nothing from XXXX. 

I feel that I am subject to forgiveness of some sort given the laws of XXXX for government service of XXXX consecutive months, which was applicable retroactively, but have never applied for forgiveness. 

There is a lot of mistakes in the application of payments to the loan balance, as in many months it simply remains at the exact same over XXXX of payments throughout the XXXX I have been paying on these loans, and XXXX party is blaming the other. While AES has received all payments throughout, they are stating that XXXX is responsible while XXXX simply does not respond as promised. Nonetheless, I would attest that I have paid a total of {$140000.00} on the loans and am still reflecting balance of {$18000.00} which AES desires me to refinance through XXXX. 

I need HELP!

Company response to consumer: Closed with explanation