I have been dealing with AES for 8 months now related to my son's death. The cooperation, sympathy, and customer service from these folks is deplorable.
I had provided them with death certificate shortly after his death. The Federal Loans came through just fine. These were th eones AES serviced, but I paid the US Department of Education. Forgiveness of the loans was prompt, and an unexpected refund from the US Treasury came.
Then I began getting calls from bill collectors for the private or professional and graduate loans. The first came from India. That I couldn't believe. Then I would get calls from collectors oseing cell phones. Finally they began billing me, versus my dead son. It was like revisiting his death with every call.
Having been killed by a cab, we had a law suit progressing. I requested documentation that the co-signed loans were originally in his name and he was the primary borrower. It was complicated due to another family member having co-signed as well. I provided documentation again of death and the court paperwork designating me as the administrator of his affairs. That got me no where. AFter several calls and connecting with a supervisor I received a letter from a Vice President stating that such loans were not forgiven. Then I received a refund check drawn on an AES account stating my son's account had been forgiven.
Not trusting this, I called and was told the account was not forgiven. Also, I provided a Power of Attorney for the other family member. It took them over an hour on the phone togo through and verify who I was and that I had the right to information regarding my son's accounts. I am still waiting for a response from them.
AES also really screws up the ability to track loans. Each person, borrower and co-signer is given seperate loan numbers. To track or connect the loans is a feat in bookkeeping. This gets further complicated when you have multiple children that you are helping with loan payments.
Then when you get through their matrix of customer service reps you think you may be able to get a direct dial line to a supervisor when trying to resolve problems. But, no, they have to verify who you are each time you call. The customer service reps are rude, smart mouthed, and totally dispassionate. I would advise anyone looking for a company to consolidate loans with to try at all cost to find another than AES.