Consumer complaint received 2025-02-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: AES/PHEAA
State: MI

Complaint narrative:
I am filing a complaint against American Education Services ( AES ) and XXXX XXXX due to their failure to protect my personal, financial, and educational records, resulting in unauthorized access to my student loan data. 

On XX/XX/year>, I became aware that XXXX XXXX and/or affiliated entities improperly accessed borrower records from the U.S. Department of Education XXXX including my personally identifiable financial and educational records. These records include : Social Security number Student loan account details, balances, and repayment history Personal financial information linked to my student loan accounts I currently have student loan balances serviced by : AES : {$36000.00} XXXX XXXX : {$18000.00} Under XXXX ( 20 U.S.C. 1232g ) and GLBA ( 15 U.S.C. 6801-6827 ), AES and XXXX were required to implement safeguards to prevent unauthorized access to my personal and financial data. Their failure to protect my information constitutes a violation of federal privacy laws and renders my loan agreements unenforceable. 
Actions Taken by Me : XX/XX/year> I filed a XXXX complaint with the XXXX Department XXXX XXXX XXXX Privacy Policy XXXX regarding this unauthorized access. 
XX/XX/year> I filed a formal complaint with the FTC against AES and XXXX for their failure to comply with financial privacy laws under XXXX. 
XX/XX/year> I formally disputed the reporting of these accounts with XXXX, XXXX, and XXXX, citing privacy violations and unauthorized data access. 
XX/XX/year> I sent certified letters to AES and XXXX, I also, submitted online request on XX/XX/year> requesting : Immediate loan cancellation and discharge due to privacy violations. 
A full report detailing how my data was accessed, by whom, and when. 
Notification to all major credit bureaus ( XXXX, XXXX, XXXX ) to remove these loan accounts from my credit report. 
Actions Taken by AES & XXXX ( or Lack of Response ) : I have not received a meaningful response from AES or XXXX. 
They failed to provide documentation confirming how my records were accessed. 
They have not taken corrective action to address this data breach. 
Requested Action from CFPB : I am requesting immediate enforcement action to ensure AES and XXXX : Cancel and discharge my student loan balances due to their failure to safeguard my personal and financial data. 
Provide a full investigation report detailing how my private records were accessed. 
Instruct all credit bureaus to remove these accounts from my credit report due to an unlawful privacy breach. 
Face appropriate penalties for their failure to comply with federal privacy laws. 
I am attaching supporting documentation, including my FERPA complaint, FTC complaint, dispute letters to AES and EdFinancial, and my credit bureau disputes.

I request CFPB intervention to ensure these loan servicers are held accountable and that my student loans are canceled due to their violations of federal law.

Company response to consumer: Closed with explanation