CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3078209

Consumer Complaint Submission

Date Received: 2018-11-19T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: On or about XX/XX/XXXX I submitted a complaint to XXXX XXXX to prompt an investigation for identity theft. In XXXX and XX/XX/XXXX loan disbursements were made to XXXX XXXX University ( XXXXU ) in my name. I graduated XXXXU in XX/XX/XXXX and did not return to school to obtain my XXXX until XX/XX/XXXX at XXXX College. When I spoke to the registrar at XXXXU I was informed that classes were registered online through my XXXX ( school ) account for the year the disbursement was made. I never registered for any classes.

During the investigation the loans that I did take out were placed in an administrative forbearance. On or about XX/XX/XXXX I received a letter from XXXX XXXX XXXX informing me that the investigation was closed and I needed to submit more information such as a judgement/verdict made in court. I filed a police report and submitted all paperwork required for my complaint. I can not provide a court verdict if I do not know who received/requested these loans in my name. After receiving this information, I inquired about receiving a more detailed explanation as to what was actually done during the investigation and why it was closed. I was told that I should be receiving further documentation in the mail. I waited three to four weeks and I never received this information.

I called XXXX XXXX again to inform the customer service representative that I never received the requested information although it showed documents were sent to me. I was also informed that the reason the investigation was closed was because signed documents and promissory notes were found matching the signatures of the documents I sent in with my fraud packet. If this is in fact the reason my investigation was closed I refute this as valid reasoning. In my written statement, I mentioned that promissory notes, once signed, cover a couple of years which is why it is not required for students to sign promissory notes for each year. Therefore, I only have two promissory notes and not four for each school year during my time at XXXXU.

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I submitted a request for information requesting again a detailed explanation to why the investigation was closed and the documents the rep referred to that were signed by me. Here it is XX/XX/XXXX and I still have not received anything.

Company: AES/PHEAA

State/Zip: MI 480XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3078209

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