Consumer complaint received 2018-04-25
Company: AES/PHEAA
State: IL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
MY RESPONSE TO XXXX RESPONSE ( I've pasted my initial complaint and XXXX 's response below ) : This is incorrect. Just because XXXX XXXX doesn't have my second application on file doesn't mean that it was never sent. The email screenshot dated XX/XX/XXXX I included in the initial complaint, as far as I'm concerned, is proof and confirmation that XXXX received my second application and simply needed my paystubs which I sent. Your response indicates that XXXX received my application from XX/XX/XXXX. The email from XX/XX/XXXX ALSO indicates that my second application was received which I actually sent on XX/XX/XXXX. Furthermore, the email from XX/XX/XXXX only stated that I needed to submit paystubs. Why does it only say that I needed to submit paystubs? Perhaps because I already submitted an application with missing paystubs, which then executed your system to reach out to me notifying me of the missing information. If I didn't submit a second application on XX/XX/XXXX, why would your system send me an email notification of an application from XX/XX/XXXX when that application has already expired? I was placed into forbearance and then accrued late payments, but I NEVER should have been in this situation had XXXX processed my application. I submitted a COMPLETED application in XXXX of XXXX and I submitted an application in XXXX of XXXX along with my income documentation. Please look at the email attachment dated XX/XX/XXXX. It clearly states that XXXX is unable to process the ( submitted ) application because an income documentation was not submitted. XXXX obviously received a second application without income documentations which then XXXX notified me of the missing documentation which I then sent and XXXX currently has on file. Where did my application go? XXXX INITIAL COMPLAINT MADE ON XX/XX/XXXX : On XX/XX/XXXX, I submitted an application into XXXX XXXX to enroll in the IBR program. A few days later, I was notified that I needed to submit my paystubs as income documentation. I did receive a response. One XX/XX/XXXX, I resubmitted a brand new application into XXXX for the IBR program via fax along with my pay stubs. One month later, on XX/XX/XXXX, I received an email from XXXX XXXX that they've " received your request for an Income-Driven Repayment ( IDR ) plan. Unfortunately, we are unable to process your application at this time because your request was not complete. You didn't provide complete income documentation. '' A few months later, due to very arduous life circumstances, I was not able to give my full attention to my XXXX account and was not discerning of XXXX 's recommendations. I simply assumed they had my best interest. I called XXXX XXXX   and they persuaded me to apply for the forbearance program. Naively, I complied and was approved. When my forbearance ended, I accrued a number of late payments and was never informed by XXXX that I could receive forbearance again. I was approved for a second forbearance and then unknowingly accrued a few more months of late payments. None of this would have occurred had I been on the IBR/IDR plan to begin with, but XXXX was negligent in processing my application. Today, XX/XX/XXXX, I called to inquiry about my application. They said that they got my pay stubs but never my application. The email XXXX sent me on XX/XX/XXXX stated that they received my application but could not process it because they didn't receive my pay stubs which is completely contrary to what they have on record today. They claimed they MAILED me a denial letter and even another application which I never received. Nevertheless, they lost my application twice. The years I was steered into forbearance, accrued more debt due to interest capitalization, and late payments, I should have been on the IDR program. XXXX XXXX apparently lost my application TWICE and then was able to take advantage of me at the most vulnerable time of my life. *************************************************************************************************** XXXX RESPONSE ON XX/XX/XXXX : The Office of Consumer Advocacy ( OCA ) at Pennsylvania Higher Education Assistance Agency ( PHEAA* ) performed a review of your account. Specifically, we reviewed account activity notations, Income Driven Repayment ( IDR ) application records and credit reporting history. From your CFPB inquiry we understand you experienced problems applying for IDR. You stated you believe your account should be placed on IDR effective with your initial application, capitalized interest should be removed, and your credit report should be adjusted. Our review confirms, you submitted an IDR application on XX/XX/XXXX. You were notified that the application was missing proof of income documentation. Copies of your paystubs were received on XX/XX/XXXX ; however, the previous IDR application expired due to being over 90 days since it was received, so you were notified to resubmit the IDR application. The application had not been received and due to non-payment your account became delinquent and was reported as such for the months of XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX you called XXXX XXXX and requested forbearance to bring your account current. When a loan enters repayment following a period of forbearance the borrower is responsible for all interest accrued. Although you are not obligated to pay the accruing interest while your payments are deferred, it is to your benefit. Any unpaid accrued interest will be capitalized ( added to the principal balance ) once the account enters repayment. It is not possible to apply an IDR schedule based on your application submitted XX/XX/XXXX, and our review confirmed the interest capitalizations can not be reversed as they were applied according to loan program procedures. XXXX XXXX received and investigated your complaint concerning credit reporting. The investigation included the review of all relevant account history and documentation, including any information you provided. Based on this review, it has been determined the credit reporting is accurate. For additional inquiries about your student loan account, you can reach XXXX XXXX at XXXX. Their hours of operation are from XXXX XXXX to XXXX XXXX Eastern Time ( ET ), Monday through Friday. No further action is planned by XXXX at this time. *PHEAA conducts its student loan servicing operations commercially as American Education Services and for federally-owned loans as XXXX XXXX

Company response to consumer: Closed with explanation