Date Received: 2018-05-11T00:00:00
Product: Private student loan
Issue: Dealing with your lender or servicer
Consumer Consent Provided to Share Complaint: Consent provided
Consumer Complaint: I called in XX/XX/XXXX to inquire about a forbearance form. They mailed me a form and I filled it out and mailed it back. I called to follow up upon receiving another months bill ; to which I was told I didnt include the co-signer information ( mind you, no where on any of my bills I receive nor anywhere on the user portal online logging in does it show or demonstrate that these two loans have a co-signer ). So they mail the form again and I fill it out again, this time including my co-signers information. I follow up on XX/XX/XXXX and was then told that they had me fill out the wrong forbearance form. I attempted to inquire about this issue and was given the runaround. What forbearance form did I fill out? What one was I supposed to receive? The forms were mailed directly to me by AES so how could they get this wrong twice? They tell me they will mail me the correct form and it is now XX/XX/XXXX and I have yet to receive the new form so I called again today and they had no clue about why I didnt get it. Well now its coming up on 60 days without payment because the forbearance was supposed to have started on XX/XX/XXXX whe. They received the form the first time I filled it out. Please help get this company to do right!! This is so wrong that I keep getting the runaround and have to re-do things
State/Zip: AZ 853XX
Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 2904009
The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.
Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.
In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.