AES/PHEAA


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"Products" offered by AES/PHEAA with at least one, but usually more complaints:

Bank account or service - Checking account
Bank account or service - Other bank product/service
Checking or savings account - Checking account
Checking or savings account - Other banking product or service
Consumer Loan - Installment loan
Credit card -
Credit card or prepaid card - General-purpose credit card or charge card
Credit reporting -
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Auto debt
Debt collection - Credit card debt
Debt collection - Federal student loan
Debt collection - Federal student loan debt
Debt collection - I do not know
Debt collection - Medical
Debt collection - Medical debt
Debt collection - Mortgage debt
Debt collection - Non-federal student loan
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Payday loan
Debt collection - Private student loan debt
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - Refund anticipation check
Mortgage - Other type of mortgage
Other financial service - Debt settlement
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Personal line of credit
Student loan - Federal student loan servicing
Student loan - Non-federal student loan
Student loan - Private student loan

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Complaint ID: 7043222

Date Received: 2023-05-29

Issue: Incorrect information on your report

Subissue: Account status incorrect

Consumer Complaint: Upon checking my consumer report i noticed inaccurate accounts and information that does not belong to me, i didnt authorize to any of this information to be reported on my credit recorf, it's affecting my life!

Company Response:

State: CA

Zip: 91606

Submitted Via: Web

Date Sent: 2023-05-29

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7040864

Date Received: 2023-05-29

Issue: Improper use of your report

Subissue: Reporting company used your report improperly

Consumer Complaint: I just received a letter from your company stating that I owe an outstanding balance. This letter is not a refusal to pay, however, I would like to let your company know that I am disputing your claim. Under the FDCPA, I am allowed to request verification from collection agencies. As you know, not complying with FDCPA will put your company in a bad position with the FTC, so I am asking that your company supply me with a copy of the following : 1.Proof that you either own or were assigned the debt from the creditor 2.Proof that you have the right to collect this debt in my state 3.Proof that your company carries a bond 4.Proof on how your company assessed the outstanding debt 5.Payment history from the original creditor 6.Name and address from the original creditor 7.Copy of the original contract bearing my signature Thank you for your time and cooperation

Company Response:

State: GA

Zip: 302XX

Submitted Via: Web

Date Sent: 2023-05-29

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7035676

Date Received: 2023-05-27

Issue: Dealing with your lender or servicer

Subissue: Problem with customer service

Consumer Complaint: This response that AES/PHEAA provided is their " opinion '' and not the facts. Related to the statement in this response : ***The review determined that your online account was not blocked because you were asking questions, rather that your responses to the AES representative were considered inappropriate. *** This determination was not only wrong, but the action on the part of the Agency is considered abuse and retaliatory due to me asking questions. This policy of the Agency is only limited to Obscenities or threats, which based on the chat transcript, the Agent actually threatened me which violated their own policy. While it could be seen as XXXX, the actions on the part of PHEAA were completely unfounded and because of these actions, the Agency should be fined. A separate Ethics complaint has been filed with the Attorney General 's office and has been reviewed by others. XXXX**FULL RESPONSE FROM PHEAA*** : The Office of Consumer Advocacy ( OCA ) at the Pennsylvania Higher Education Assistance Agency ( PHEAA ) received your recent correspondence through the Consumer Financial Protection Bureau ( CFPB ) portal regarding the status of your student loan account serviced by American Education Services ( AES ). Please Note : PHEAA conducts its student loan servicing operations commercially as AES. In your complaint, you stated that AES fabricated accusations that you engaged in inappropriate behavior, causing your online account to be blocked when you claim the representative you spoke to was behaving inappropriately by blocking your online account for you asking questions. You also stated the previous response to this concern was inappropriate. XXXX performed a comprehensive review of your account. This investigation included the review of all relevant account history and documentation, including any information you provided to us. The review determined that your online account was not blocked because you were asking questions, rather that your responses to the AES representative were considered inappropriate. The chat record shows that the AES representative advised when AES reports to the Consumer Reporting Agencies ( CRA ) and your account was correctly reported for XX/XX/2023 since the payment to bring the account current wasnt made until the effective date XX/XX/XXXX, XXXX Credit reporting occurs monthly and is based on loan information as of the last day of the month You claimed this was maliciously and intently reported as AES doesnt report until the beginning of the month. Your follow-up questions became unrelated to your account, so the AES representative asked if there were any other questions regarding your account. You did not provide any account specific questions and made speculations that the AES representative was lazy, untruthful, unfriendly, and threatening. When these comments were made, the AES representative provided two warnings that advised the chat was being monitored and if this behavior would continue the chat would be disconnected. It was the direction of the supervisor who was monitoring the chat to have the chat ended and your online account blocked after the second warning under AES intolerance policy. Even though your previous CFPB was provided with a response that had accurate information, we sincerely regret if the response you received did not meet with your expectations. On a separate note, AES reviewed your concern that was submitted with a supervisor on XX/XX/2023 regarding your recent interactions when discussing your account and payments. It was determined that the responses provided to you were accurate and did not contain any discrimination. The delinquency that was recently on your account was caused by a returned payment that was made on XX/XX/2023. When you submitted your payment on XX/XX/2023 for an effective date of XX/XX/2023 your account remained delinquent until the payment was fully processed and posted on your account, including the time the payment is in process. Your account is now showing current. For information regarding the status of your account, you may access your account online at XXXX or via the AES Mobile App. If you have any additional questions or concerns, please contact AES at XXXX. Loan representatives are available Monday through Friday from XXXX XXXX. to XXXXXXXX XXXX., XXXX.

Company Response:

State: PA

Zip: XXXXX

Submitted Via: Web

Date Sent: 2023-05-27

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7031907

Date Received: 2023-05-26

Issue: Problem with a credit reporting company's investigation into an existing problem

Subissue: Their investigation did not fix an error on your report

Consumer Complaint: AES/XXXX is reporting that I opened a student loan with them in XXXX and XXXX however I never signed a master promissory note with this service provider. My original loan was with XXXX XXXX and XXXX not understanding how this would be accurately reported for these years by AES/XXXX. I was never supplied with any loans from AES/XXXX. Please request that they send their promissory note with my signature to verify this is actually a loan that I signed for with them. If there is no promissory note between myself for the dates reported by aes/XXXX then I would like my credit report to reflect the accuracy that is within my rights as a consumer.

Company Response:

State: MI

Zip: 48221

Submitted Via: Web

Date Sent: 2023-05-26

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7029542

Date Received: 2023-05-25

Issue: Dealing with your lender or servicer

Subissue: Trouble with how payments are being handled

Consumer Complaint: I have four loans with American Education Services. Since XX/XX/2023, they have misapplied my payments every single month even though it is on auto debit from my bank account. I receive emails and letter in the mail stating that my payments are late. They are not late. I have to spend my time chasing them each month and it takes days each time to correctly apply the payment. They charge me " late fees '' and report it to the credit bureaus when my payments are not late. AES is the one who can not properly apply my payments. This is unacceptable. They are trying to charge me fees for their own mistakes and ruin my credit.

Company Response:

State: TX

Zip: 782XX

Submitted Via: Web

Date Sent: 2023-05-25

Company Response to Consumer: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7018519

Date Received: 2023-05-23

Issue: Dealing with your lender or servicer

Subissue: Keep getting calls about your loan

Consumer Complaint: I receive upwards of 20 phone calls per day from American Education Services if my monthly payment goes even 1 day past the due date. I am not late on my payment, but they call repeatedly to ensure payment. It is harassment.

Company Response:

State: GA

Zip: 30338

Submitted Via: Web

Date Sent: 2023-05-23

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7011659

Date Received: 2023-05-22

Issue: Dealing with your lender or servicer

Subissue: Received bad information about your loan

Consumer Complaint: Chat Transcript on XX/XX/XXXX with AES reps. The first representative " XXXX '' seemingly ended the chat abruptly for no reason. The second representative was combative over me asking questions that she clearly couldn't understand how to answer. She kept insisting she answered my question when her answer had nothing to do with my question. I already know the process behind their payment processing times, but that was not the question I asked. I felt the representative was becoming insufferable and overbearing. I don't appreciate rudeness such as this coming from people who are supposed to be acting professional, and also get paid to do a job. Session started between XXXX and XXXX XXXX : Payments and Billing Questions XXXX : Thank you for contacting us. My name is XXXX and my employee ID is XXXX. May I have your first name please? XXXX : This is XXXX. XXXX : Hello XXXX. How can I assist you today? XXXX : Here is a transcript of the conversation with " XXXX ''. Employee ID XXXX. She ended the conversation abruptly without answering any questions. I'm not happy XXXX : XXXX : Payments and Billing Questions XXXX : Thank you for contacting American Education Services ( AES )! My name is XXXX and my employee ID is XXXX. May I have your first name please? XXXX : Hello Employee # XXXX. Please confirm that your staff have received recent messages which were sent. My first name is XXXX. I must advise you that any rude behavior including inappropriate blocking of the feature may result in me calling in and reporting your behavior to a supervisor, so I would proceed with extreme caution and be as pleasant as possible. XXXX : I am currently reviewing your account, sorry for the delay. XXXX : Hello XXXX! Please accept our apology for any inconvenience or confusion that this situation may have caused you. Give me a few moments to research your account. XXXX : A payment is scheduled for XX/XX/XXXX for {$400.00}. Remember, 2 business days will not be acceptable, even if it takes your company that long to process it. If the payment is not processed by end of day on XX/XX/XXXX, an additional CFPB complaint will be filed and a separate complaint with the Attorney General 's office will be made. There is already 2 ethics complaints made against your agency for Discriminatory behavior including retaliation. XXXX : This is also a reminder that all mailed correspondence will be sent back to your Agency going forward unopened. XXXX : Any re-mailing of this correspondence will be again sent back. Agent session ended unexpectedly. XXXX has exited the session. The conversation has been ended. XXXX : I apologize XXXX. There are a few representatives who are having some technical issues. Please give me a few moments to review your account. XXXX : Is this habitable behavior from your staff or acceptable behavior that you condone from an operational perspective? XXXX : What gives your staff the right to just end conversations when I'm simply asking questions? XXXX : And your agency wonders why states continue to pursue class action lawsuits for mismanagement of accounts. XXXX : I am attempting to assist you with your inquiry. Please allow me a few moments to review your account as well as all notes on your account. XXXX : With all due respect and fairness XXXX, the " Technical issues '' excuse is a flat out lie. XXXX : That's something that people use when they're caught doing things they shouldn't XXXX : I was also surprised that your chat Agent " XXXX '' is still employed. She blocked my access in the past inappropriately. It would appear no corrective action was initiated on my behalf. XXXX : Please be advised, online accounts may be blocked in the event a borrower is verbally abusive or threatening. XXXX : There was no abusive contact on the part of me. Now, XXXX 's conduct by blocking me was abusive and wasteful. XXXX : And if it were up to me, she'd be fired. XXXX : Your employees on the phone even said her behavior was not professional. XXXX : To review what was discussed with XXXX, you had indicated that you had a scheduled payment for the amount of {$400.00}, with the effective date of XX/XX/XXXX. Is this correct? XXXX : Yes. Do you not see this scheduled? XXXX : You need to make sure it's processed accordingly. XXXX : Yes, I see the scheduled payment for {$400.00}. Your payment will be applied for the effective date of XX/XX/XXXX, regardless of processing time. XXXX : The online status of the payment can not say it's past due on XX/XX/XXXX. XXXX : If it is, I'm going to blame you. XXXX : If a payment is not made by XX/XX/XXXX there could be additional consequences. However, you scheduled your payment for XX/XX/XXXX. XXXX : Did you not read my statement about this saying it can not be listed as past due on XX/XX/XXXX on the online account? On the physical date of XX/XX/XXXX, when I login to the account, if it says past due, then it is obvious what you're saying is incorrect. XXXX : I am currently reviewing your account, sorry for the delay. XXXX : Please make sure XXXX hasn't blocked my access as of the time of this chat. I ended up getting her before you and I suspect she may try and block my access out of retaliation for filing a grievance against her. XXXX : Yes, I read what you had wrote and I am trying to assist you. Please indicate where in your online account it indicates it can not be listed as past due on XX/XX/XXXX. XXXX : Anywhere in the online account. XXXX : It can not say that it's past due after I scheduled it for a day prior. While it may not be posted, that doesn't mean it's past due. Keep in mind I take screenshots XXXX : I am not showing that your online account is blocked. I also can not locate in your online account where there is any verbiage that states your account can not show past due on XX/XX/XXXX. XXXX : I see a statement that shows " As of XX/XX/XXXX, your account is now 27 days past due. If you did not make a payment yet, you can choose to pay online right now. '' XXXX : The reality is, that your organization can not seem to properly update anything correctly. In hindsight, if a payment was scheduled to be processed ON XX/XX/XXXX, why would it still say past due ON XX/XX/XXXX? Shouldn't it say " Processing '' or " Pending ''. That makes me think that because your system thinks it's past due when it really isn't given that I've effected the payment, your agency will mis-report to the Credit Bureaus XXXX Which has happened in the past. XXXX : Once the payment is scheduled for a date to be effective, you can not just claim days after the fact that the payment is still past due XXXX : just because it takes your agency a # of days to process it just means that you don't have your system programmed appropriately to remit a payment XXXX : Payments are applied for the effective date they are scheduled, regardless of the processing time. For example, if your payment is scheduled for XX/XX/XXXX and it doesn't process until XX/XX/XXXX or XXXX, it will still be applied for XX/XX/XXXX. XXXX : well that's all find and dandy XXXX XXXX, but you're missing the point. The point is while it may be effective for that date on a date in the future, the system still reports the payment as past due days after I effected it. XXXX : I am XXXX XXXX. And I am sorry, but I can not change nor manage the processing time for payments. XXXX : I apologize. That was a typo XXXX : And are you misunderstanding what I'm saying? XXXX : Is there anything else I can assist you with today that we have not already discussed during this chat session? XXXX : You are not understanding my questions, obviously because the answers you are giving has to do with payment processing times instead of why it shows that the payment is past due online when it's really not past due. XXXX : If you do not know the answer, that's all you have to say XXXX : don't lie and try and provide an answer that has nothing to do with the question. XXXX : I have already addressed this question. Payments take up to two business days for processing. XXXX : That is not an answer that is related to the question mam. XXXX : What are you not getting? XXXX : The question has nothing to do with the payment processing time. It has to do with how it displays online a day AFTER it's been scheduled to be effected. XXXX : You will also see online that is shows as pending, correct? XXXX : no, that's not what i see when a day has come and gone for the date it was meant to be applied for. XXXX : I still see " Past Due '' a day later. XXXX : That needs to be fixed. XXXX : Sounds like maybe you didn't enough training or maybe need re-training? XXXX : These are simple questions. XXXX : I am currently reviewing your account, sorry for the delay. XXXX : XXXX, I have already addressed this inquiry. I had indicated the processing time for payments and that a payment would still be applied for the effective date submitted regardless of the processing time. XXXX : XXXX, that answer has nothing to do with the question. XXXX : XXXX, stop repeating yourself with an answer that it not related to the question. XXXX : I'm putting this entire transcript in a CFPB complaint. XXXX : the CFPB needs to see the types of answers I am given. XXXX : Your answer XXXX is not something I asked. XXXX : You wanted to know why your account shows past due a day or two days after you have made a payment, which I have answered. I had indicated that it can take up to two business days to process payments and that your payment would still be applied for the effective date it was made, regardless of processing time. XXXX : That is your process, but that doesn't answer why it shows past due online. XXXX : There is no reason it should say past due a day later when I've scheduled it for a day prior. XXXX : How many times do I need to explain this? XXXX : I am currently reviewing your account, sorry for the delay. XXXX : I am submit your concerns to the appropriate department to have this matter looked in to. However, there is no guarantee they will be able to honor the request.

Company Response:

State: PA

Zip: XXXXX

Submitted Via: Web

Date Sent: 2023-05-22

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7007441

Date Received: 2023-05-21

Issue: Dealing with your lender or servicer

Subissue: Keep getting calls about your loan

Consumer Complaint: I cosigned a student loan for my nephew. American Education Services has my current contact info as well as his. I receive statements monthly from them. Mail has never been returned. I received an email to update my contact info with the company. Upon calling the company I asked if the account was current to which I was told it is. I was not asked to update my information nor verify my contact info. Today I received a call from a distant relative that AES has contacted her multiple times for my contact information. I am upset and angry that this company contacted someone on my behalf about my private business when the account is current and through monthly contact they are aware that my contact information is up to sate.

Company Response:

State: GA

Zip: 30331

Submitted Via: Web

Date Sent: 2023-05-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6990364

Date Received: 2023-05-17

Issue: Dealing with your lender or servicer

Subissue: Received bad information about your loan

Consumer Complaint: My loan was consolidated without my permission by either XXXX or Fedloan in XXXX after I had paid on the loan since XXXX. I was told by Fedloan that they were taking my loan over and they would put me on an income-driven repayment plan that would forgive any remaining debt in year seven after they took the plan over. I was told this was at the Department of Education 's direction, and I did not file an application or ask for this. I only found out speaking with XXXX, who says the loan was sent to them as a consolidated loan, that the loan had been consolidated. I called XXXX XXXX ( Fedloans contact at XXXX ) and spoke with XXXX on XX/XX/XXXX. I was told they do not have any contract or recorded phone call to prove I made the consolidation. He recommended I file a fraud complaint with Studentaid.gov. I have made three complaints related to this loan, and they closed them all in a couple of days without investigating them. Fedloan or XXXX submitted fraudulent applications which have my typed name on them and concocted information about my address and references. No one seems to know which company did the consolidation for certain, and I can not find a lender on either of the applications, but XXXX XXXX XXXX is listed as the loan to consolidate, which makes no sense because the loan was consolidated at the inception, and I had paid off the separate loans so there was not more than one loan to consolidate. XXXX or Fedloan committed fraud, and no one I have spoken to has helped to resolve the matter. I have also paid over $ XXXX on a $ XXXX loan and still owe over $ XXXX due to the deceitful tactics of XXXX, who first held the loan, and Fedloan, who took the loan over from them. I have attached all of the documents I have related to the loan.

Company Response:

State: TX

Zip: 786XX

Submitted Via: Web

Date Sent: 2023-05-17

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6986104

Date Received: 2023-05-16

Issue: Struggling to repay your loan

Subissue: Can't get other flexible options for repaying your loan

Consumer Complaint: My original loan amount borrowed was {$25000.00} the added fees made it {$28000.00}. To date I have paid back {$31000.00}. {$20000.00} of that has been interest and {$10000.00} has been principal. Technically without further interest I would owe some where around {$18000.00} in principal. My current balance is {$33000.00}. When I requested a payoff, the company said my pay off would be {$34000.00}. Which is even more that the current balance. I have offered to settle with the company to pay the principal of what I should owe. They refused. I am being charged {$40000.00} interest on {$25000.00}. This is ridiculous. I want to settle this, however this is robbery!!

Company Response:

State: SC

Zip: 293XX

Submitted Via: Web

Date Sent: 2023-05-16

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.