Consumer complaint received 2018-11-01
Company: AES/PHEAA
State: NH
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Something can't be a duplicate if the company never responds or makes an effort in righting their wrong ... here it is again : THIS IS NOT A DUPLICATE and XXXX XXXX HAS NOT RESPONDED TO MY COMPLAINTS or REQUESTS I have had repeated issues with this company either not responding until escalated complaints are made or responding with lies. I have email confirmation that my message was received by you on XX/XX/XXXX. I also sent mail on XX/XX/XXXX, XX/XX/XXXX, and again on XX/XX/XXXX. Not only that but if your employees actually documented conversations appropriately, or at all, you would have known that the person I spoke to told me he couldn't help me. I requested that someone needed to call my back. Nobody called me back. So in your letter to me, that proves your responses to # 1 and # 2 completely false and it shows how both inept this company and employees are and how much you don't care about the people who's loans you are servicing. # 1 ) "  Our records reflect that your concerns were resolved on XX/XX/XXXX while speaking to a representative on the phone, and again on XX/XX/XXXX and XX/XX/XXXX by email '' WRONG. The customer service representative told me he would have a manager call me back. That never occurred and my issue was not resolved then. Again, through emails none of my issues were resolved. Subsequent to this I have recieved verbatim copy and paste responses, again filled with lies about their response to my issues. I have repeatedly requested answers in writing as this company is not to be trusted over the phone. They do not document anything and any accountability they may have in being wrong they sweep under the rug. Also false is that I can speak with a supervisor if I am dissatisfied with the quality of service I receive. I have made repeated complaints and requests to have the CEO and not a low level customer service representative who can't do anything respond. You have closed those complaints down immediately falsey classifying it as a duplicate complaint. It took me complaining to XXXX and CFPB for you to respond to anything. SHAME ON YOU! Here 's some basic logic for you. If you had a spot on your site where I could download the appropriate form and mail it in ( like other servicers do ), than everything would work. If I were to request a form be mailed to me I would not be getting your form back to you in the time needed so that my payments don't go up. So you are setting me up to fail by failing to provide forms on your site readily available. My income went down from last year but my payment went up significantly. I asked yesterday for someone to email me the specific calculations you used to determine my payment by the end of the day. No response. Again, another example of how this company does not communicate. This company currently has lawsuits going on against if for issues that I have had with this company in the past and currently. I feel as though my financial future is being threatened by this company, I do not feel safe with them as my servicer, and I do not obtain the support needed for me to manage my loan appropriately. The information I need is frequently not available and calling customer service is a waste of time because nothing is ever handled appropriately and as you can see not documented. My rights as a loan holder with a federal student loan are being broken. I deserve to have a loan servicer who provides answers to my questions, without having to escalate issues. I also have the right to request a different servicer if I'm feel threatened and unsafe with my current servicer.

Company response to consumer: Closed with explanation