Consumer complaint received 2019-02-06
Company: AES/PHEAA
State: MN
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I submitted an application for an income driven repayment plan to XXXX in late XXXX. I did not check a box that asked me if I needed a forbearance on my payment while the application was being processes because my payment at that time was {$0.00}. On XX/XX/XXXX, I received a notice that I owed {$1100.00}. I called customer service on XX/XX/XXXX and explained what happened. I was told that I could request a forbearance over the phone. We agreed on a payment of {$500.00}. I was told that I would receive a bill in XXXX reflecting the new amount due. 

In XXXX, my account still requested that I owed {$1100.00}. I called back on XX/XX/2019. I was told that whoever I spoke with forgot to submit the request, and that " it would get taken care of right away. '' I asked how this would affect the status of my application for income-driven plan. I was told it would delay the process until XXXX but that as soon as I made the {$500.00} payment, it would move the process forward ( because I needed to make at least one payment on the standard plan- or on agreed upon forbearance in lieu of the full payment, i.e. the {$500.00} ), and that a new billing statement would come out show that I did not owe the remaining {$670.00}. I paid the {$500.00} on XX/XX/XXXX. My account reflected that I paid the {$500.00} but still said I owed {$670.00}. 

I called back on XX/XX/XXXX. This time I was told that 'somehow my account wasn't reflecting ' that I only needed to pay the $ XXXX that whoever needed to process it didn't process it correctly, but that a notation would be added to my file, and my account updated. As a result of the delay, my application for an income driven plan was delayed until at least XXXX. 

I waited, and nothing happened. I called back on XX/XX/XXXX. This time I was given brand new information. Specifically, I was specifically advised that what I needed was an 'administrative forbearance. ' I asked why this was the first time I was learning about this. I was told that 'unfortunately, not everyone understands all of the rules, and you probably got bad information. ' I expressed my frustration with receiving such conflicting information. The person I spoke with was kind, but ultimately, unhelpful because nothing happened. My account still reflected that I owed {$670.00}, and stated that I was delinquent in paying it. 

I called again on XX/XX/XXXX and spoke with someone named XXXX, 4 or so days after my account reflected that I was delinquent in paying the {$670.00}. I asked what was going on ; expressed concern that my account showed that I was delinquent for a payment I had been told several times I did not need to pay as a result of requesting the forbearance. She advised that she would put in a request to have my account reviewed to accurately reflect what I had been told. I was told this would take 10-15 business days, and to watch my 'portal inbox ' for a message. I was assured that my credit would not suffer because they don't report delinquencies to credit agencies until much later down the line. I waited for the message- I didn't receive one. 

I called back on XX/XX/XXXX and spoke with someone named XXXX, ID number XXXX. I asked what was going on- explained the number of times I had called, the conflicting information I received, and the fact that my account was now more than 10 days delinquent. She looked into my account and confirmed that there was a request that it be reviewed. She advised that they were behind, and that things were taking longer than usual. She assured me that I had done everything I could, and advised that the only thing left to do was wait. 

On Monday, XX/XX/XXXX, my account still reflected that I was 14 days delinquent for the {$670.00} payment, and that I owed another {$1100.00}, due by XX/XX/XXXX. I finally just paid the {$670.00}, as I have zero confidence that failing to pay it won't have an impact on my credit. 

Today, XX/XX/XXXX, my account reflects that I owe {$500.00}, due by XX/XX/XXXX. I am confused by this update, not the least because I have not once received written notice ( in my online portal or otherwise ) as to what is going on. {$500.00} IS the amount I agreed to pay as forbearance for the initial {$1100.00}. I paid this on XX/XX/XXXX. Why am I being billed {$500.00} again? I suspect it is because I was not credited for the {$500.00} that I paid- that somehow I'm starting from scratch with this new {$500.00} payment. 

I feel strung along, and abused. I signed up for the Income Driven Payment plan because I have limited income. It is important to me that each of my payments count towards 'qualifying ' payments. Not, it has been over 3 months since I submitted my application. I have paid {$1100.00} ... to start the process??? My account reflects that I owe another {$500.00}. Why? I have no answers. And it seems that I every time I call, I get different, conflicting information depending on who answers the phone. 

I am making active steps to pay off my loan. I WANT to be on a regular payment plan so I can pay it off. This company is making this nearly impossible. When it finally does take action, it fails to communicate what it is doing. I am left with unexplained bills, an application in limbo, and nearly {$2000.00} I will have paid that won't count towards qualifying payments. Meanwhile, and perhaps the most egregious, my interest continues to mount as they sit on my application. This is disgusting.

Company response to consumer: Closed with explanation