Student loan -- Dealing with your lender or servicer -- Complaint #6230345

Complaint Overview

Complaint ID: 6230345

Company: Aes/Pheaa

Product: Student loan

Sub-Product: Private student loan

Issue: Dealing with your lender or servicer

Sub-Issue: Problem with customer service

State: Pennsylvania

ZIP Code: XXXXX

Date Received: 2022-11-21T12:00:00-05:00

Date Sent to Company: 2022-11-21T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2022, I spoke with an account specialist by the name of " XXXX ''. I spoke with this individual on the phone a few days prior. Each time I spoke with this individual, the conversation became more and more cringeworthy. XXXX continued to brag about his success at AES while mentioning he worked there for 11 years numerous times. He also went as far as to argue with me about controversial topics related to the message that AES/PHEAA chooses to leave up on the aessuccess site despite a Federal Judge blocking this from being legal at the present time. XXXX presumed that the message being left up there is beyond his paygrade AND MINE, which I find extremely inappropriate. He then proceeded to claim that in the " 11 years that I've worked here '', maybe only 2 times has misreporting been done where a borrower made a payment at the very last minute causing the misreporting to happen, where he then claimed it was fixed immediately. This is in contradiction to what the previous response in a CFPB complaint was where the responder said they would accurately report to the Credit Bureaus. The fact remains that if XXXX claims this has happened in the past where it would get reported inaccurately, then in no way should people be definitively saying it's reported accurately. Additionally, the responders are also pushing borrowers to make payments " soon '' in what appears to be because it takes them up to 2 business days to process a payment. AES/PHEAA posting the effective date is fine, but they do this once everything is all said and done which may overlap the date when the report is made to the credit bureaus. It seems as though each of their departments have bad communication if they can not even look at borrower accounts to determine if a payment is pending. If they could see that, they shouldn't be reporting anything as being delinquent because it is only delinquent in those days following the scheduled payment due to their timing. I had the AES/PHEAA Agent XXXX submit a complaint against XXXX because I didn't appreciate the level of arrogance he had when I asked questions. Instead of him trying to level with me in answering, his responses became more and more confusing, and then when I wasn't understanding his responses, his tone became more hostile and it was as if he did not care how I felt at that point. This is the type of customer service that AES/PHEAA should be looking to get rid of once and for all. This is not what borrowers should have to put up with at the end of the day. Borrowers aren't getting paid to deal with this type of absurdity, but these Agents are getting paid to act this way. Frankly, AES/PHEAA should not be just hiring people who want to argue with borrowers. They should be looking into the concerns that are brought forward instead of trying to argue and be unprofessional throughout the process.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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