AES/PHEAA – CFPB Complaint ID 3069623

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?

Company: AES/PHEAA

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

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