Consumer complaint received 2017-08-07
Company: AES/PHEAA
State: FL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I have a student loan being managed by myfedloan.com. My account number is XXXX XXXX XXXX. My IDR was set to expire XXXX XXXX, 2017. I was trying to recertify my IDR XX/XX/XXXX. There were multiple issues with my fed loan.com and with the site that transfer info from the IRS to myfedloan and was unable to complete the application. I contacted myfedloan via phone XX/XX/XXXX and the persons I spoke took my information and submitted my application for renewal of the IDR plan. He never told me or emailed me anything about any other documentation needed. He even offered to place me in temporary forbearance because the new payment would be lower. I declined and wanted to continue making payments because I am supposed to be on the public service loan forgiveness plan and did not want to miss payments. On XX/XX/XXXX I checked my account and saw there had not been any update regarding my new repayment plan as it would be effective the end of the month. I called on XX/XX/XXXX and was told that my IDR request was not accepted due to missing documentation- I was never notified any additional documentation was needed or missing. The service rep told me there may be enough time for the new IDR to be effective before the payment was due. I had submitted pay stubs, the IRS transmittal, and my spouses change of name which occurred this year- because her name did not match what was on file. He reviewed the documents with me and said it was complete. He said not to apply for forbearance until the due date of XX/XX/XXXX because I may not need it if the IDR is approved. XX/XX/XXXX I received an email saying my IDR request was recieved and I would here within the next 10 days if not sooner. XX/XX/XXXX I received an email from XXXX with a blank IDR for attached. XX/XX/XXXX I spoke with XXXX ID XXXX. She requested forbearance, said they would not report to credit bureaus for 90 days after delinquency. XXXX XXXX,2017 I emailed myfedloan asking the status of my IDR. X/X/2017 spoke with Diamond-ID XXXX She said the forebearance should be complete by the end of the next week. Again said it was 90 days before they report, not to worry. XXXX- account name was switched to my spouses name- XXXX XXXX . She had nothing to do with my student loans. X/X/2017 email from XXXX stating they submit to the credit bureau monthly. X/X/2017 spoke with XXXX XXXX First he said I would have to submit documentation proving my name, even though it was their error, then he spoke with his supervisor and said the supervisor would change the name back to mine today. He said I would not know about forebearance until after the IDR application went through. He also said that letter that stated that I would hear about the IDR in 10 days is wrong and maybe I would hear by XX/XX/XXXX because they are backed up. Right now the account is in the wrong name- XXXX XXXX instead of XXXX XXXX . My account does not reflect that I am in the public service loan forgiveness plan even though I applied in XX/XX/XXXX, recieved notice I was accepted months ago but this is not reflected in my account. My account is in delinquency because of a string of misinformation and bad advice from the loan servicers at myfedloan.com. It is taking an unacceptable amount of time to process the IDR not even consistent with the documents they send out. My loan payment went from approx. XXXX a month to approx XXXX a month and I already owe 2 payments. If the IDR is not completed by XX/XX/XXXX I will owe over {$11000.00} instead approx XXXX. It is a huge difference.

Company response to consumer: Closed with non-monetary relief