Date Received: 2018-11-08T00:00:00.000
Product: Private student loan
Issue: Dealing with your lender or servicer
Consumer Consent Provided to Share Complaint: Consent provided
Consumer Complaint: I am trying to refi my current loan that is with American Education Services. About 5 years back, AES transferred my account to a new account and in doing so my name dropped of the loan account. I was the primary loan holder and my father was the cosigner. I have been paying this loan for the entire time. Now that I am trying to refi the loan, I am being told my name needs to on the loan. I call AES and tell them this needs to be fixed and they tell me they can not give me any info regarding my account. They say my SSN is correct but I am not giving them the correct birthdate. I give them my father ‘s birthdate and that is not correct either. They asked me to fax in my driver ‘s license which I did on XX/XX/18 and explained that they need to fix this ASAP as this is their system error and my refi paperwork is on hold. I just called them today and they say they still have not received my fax and will not help me. This is ridiculous customer service. All of these system errors are because of them, not me. How do I even know this is my loan?
State/Zip: MN 553XX
Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 3069623
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.