When checking my accounts online today found that payment for my son 's student loans through XXXX was being drawn from the wrong account. At which time I called aes to channge account number to proper account, I was told that I needed to fil out a new direct debit application. I offered to give info over the phone and they refused to change the information. When I asked for a copy of the original document they refused to send me XXXX stating it was against their policies. We never received any. Confirmation of direct debit being set up or the correction could have been made sooner. Their only answer was to fill out a new application. They refused to take any account info over the phone. However they accepted a payment with same info last week with no problem.