Consumer complaint received 2016-03-28
Company: AES/PHEAA
State: SD
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
XX/XX/XXXX, I XXXX from XXXX University with my XXXX degree. I became a XXXX in XX/XX/XXXX and started a new job as a XXXX that same month at a XXXX in South Dakota. 
Since that time, I have been diligently attempting to payoff my Student Loans early, but continually have had difficulty working with FedLoan Servicing in this process. I have contacted FedLoan Servicing multiple times via phone and e-mail in regards to paying ahead and never get the same answer as to when and how to make these additional payments. I simply hear that by making additional payments, this can interfere with my direct debit. I feel as a graduate student who has the ability to pay above my monthly payment and is wanting to, that this service should be more accurate with their responses and more helpful. I have asked multiple times if I wanted to make additional payments ( outside of my direct debit ) when should I do this during the month. I have yet to receive the same answer twice from them. I have been told multiple times that this will effect my direct debit which I do not want to mess up. 
I have also called regarding setting up direct debit and was told that once I apply for direct debit, I must then e-mail if I want my funds dispersed a specific way. I sent my e-mail on XXXX/XXXX/XXXX about how how I would like my funds dispersed and finally received a response on XXXX/XXXX/XXXX stating that this could be done and would apply to my XXXX/XXXX/XXXX payment due date. I checked my account on XXXX/XXXX/XXXX only to find it stating I was " delinquent. '' I called and the FedLoan Servicing representative stated that I was delinquent due to my payment being due on a Sunday and the payments do n't take place on weekends - I 'm not sure why I would be delinquent because of this. I also noted that my payment was not disbursed correctly, but did note the e-mail I received stated it may take a few days. It is now XXXX/XXXX/XXXX and my payment still has yet to be disbursed properly. In the meantime, I have yet to receive an answer as to how to make an additional payment without it interfering with my direct debit. 
Today, I called XXXX/XXXX/XXXX to see why my payment has not been dispersed properly, went through my exact e-mail that was sent with the representative who stated the money was disbursed improperly due to how it the e-mail instructions were processed ; I am happy to share my e-mail with how clear my instructions were. As of now, I am on hold, waiting for the representative and my call is at 50 minutes and the problem has yet to be resolved ; I should be reimbursed for my time. 
I feel it is very unfortunate that the USA is public about how high student debt is in our country, but does not discuss how difficult it is to make a payment. I am a highly educated student with a professional position and would like to work toward eliminating this debt as soon as possible and I would appreciate it if FedLoan Servicing would be able to answer my questions with trustworthy answers that do not fluctuate with the person answering. I also feel that a Federal servicing place like this one, should have an office staffed with employees capable of helping students. After all, many students who have just graduated from college have many other new adaptations to make and paying their student loans off should not be so difficult. 
I find it interesting how the company is so helpful for those who ca n't pay their student loans as the company makes more money on interest. The company needs to learn how to work with people who are able and willing to pay ahead. The time I have spent trying to organize direct debit, explain how I would like my funds disbursed, and trying to get an answer on how to make additional payments has been ridiculous. Still no correct answer!

Company response to consumer: Closed with non-monetary relief