Consumer complaint received 2016-05-06 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: AES/PHEAA
State: KS

Complaint narrative:
On XXXX XXXX 2016, I recieved a statement from AES whom is servicing my student loan from XXXX XXXX XXXX, the statement stated that total balance was {$360.00}. Past Due of {$280.00} current due of {$80.00}. Balance of the loan {$12000.00}. On XXXX/XXXX/2016 they received a payment from me for {$120.00}, I then wrote a check to make the full payment due of {$360.00} prior to the XXXX XXXX 2016 due date. On XXXX XXXX 2016, the money had not been removed from my account. I then contacted AES XX/XX/XXXX. They stated to me the loan had defaulted, to call XXXX, when I called this number it was a collection agency XXXX and XXXX stating they are working for XXXX XXXX XXXX. I contact AES back and explained my situation explained that I had even offered to make the full past due amount on the day I contact them XX/XX/XXXX or XX/XX/XXXX, because XX/XX/XXXX was a Saturday. Explained I had made a payment on XXXX/XXXX/16 less then 30 days prior to receiving the statement for the {$360.00}. Requested that AES-XXXX XXXX allow me to make the full past due payment and stop the defaulting of the loan. I was even willing to set up 3 months of auto payments for the regular payment amount of {$80.00}, in addition to bringing the account current. AES on behalf of XXXX XXXX XXXX, made no phone calls to me in XX/XX/XXXX to notify me that the account was this close to default or to request an immediate payment which I would have worked with them to make specially since I was already attempting to make the full past due payment. There was no mail sent to me between XXXX XXXX - XXXX XXXX to notify me that default was about to happen, nor did the statement sent to me on XXXX XXXX. I then contacted AES again on XXXX/XXXX/2016 and XXXX/XXXX/2016, and request that they contact XXXX XXXX XXXX, and allow me to make the past due payment that I attempted to do by sending a check they never recieved prior to XX/XX/XXXX, I also requested XXXX- XX/XX/XXXX, that they allow me to make an automatic payment to them over the phone as I spoke to them for the full past due to pull the account and stop the defaulting. When I spoke to them on the XX/XX/XXXX or XX/XX/XXXX the Rep proceeded to say the defaulting had been filed but never stated that it had been completed. As well as the Rep from XXXX XXXX XXXX on the first phone call stated they would have to call me back because the account had n't fully transferred. Which leads me to believe that if the Rep from AES-XXXX would have accepted the payment for the full past due over the phone my account could have been removed from the default, I would be able to resume month payments. On XXXX/XXXX/16 the Rep from AES further confirmed my believe by stating that although they had n't received the check that I know believe was lost in the mail, that if there was a payment on file for the full past due they ( AES ) could have communicated that with XXXX XXXX XXXX. After speaking with the Rep at XXXX XXXX XXXX they are stating that the only payment option I have is {$360.00} amount for 36 months or settle for XXXX-XXXX % of balance up front. There is absolutely no way that I can afford that amount. I am a single mother with absolutely no assistance or financial support for my child but myself. I have requested both AES provide me with a number for XXXX XXXX XXXX directly so that I can work this out and make a payment for the full past due amount to them and continue regular month installments. AES says they only have a number to XXXX XXXX XXXX. Lastly, I had a co-signer on the loan ( AES/XXXX ) made no attempt to contact the cosigner, which I believe violates the point of a co-signer, they would have contacted me to make sure we took care of this immediately. Yet XXXX XXXX XXXX stated they would be contacting the cosigner. I believe Aes/XXXX violated the Co-signers right as well because they never notified them before default so a resolution could be set.

Company response to consumer: Closed with explanation