Consumer complaint received 2018-09-08
Company: AES/PHEAA
State: OR
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
This is my third attempt to get information related to my payment from XXXX XXXX. 

For more than the last year my normal monthly payment has been {$370.00}. However my situation has changed due to divorce. XXXX is also a new servicer for my loans as the loans were transferred to them after I applied for the Public Service Loan Forgiveness program. My first attempt to re-certify an income driven repayment plan with XXXX was denied and I was informed that my payment would go to {$610.00}. Because my financial situation had changed I believed this had to be wrong. I resubmitted a second IDR request and after filing a complaint with CFPB, the second time it was approved, with communication that my payment would now be {$53.00}. 

There are two things that I would like to get explained ; First of all there are discrepancies with XXXX in what the companies web page says I have paid. The payment page indicates that the last payment I made was for {$140.00}. This is not correct. My bank statement and a downloaded payment history from XXXX indicate that I have paid the normal amount in full every month, including XX/XX/2018. {$370.00} was debited from my account in XX/XX/2018, so I need an explanation for why they say I only paid {$140.00} or if is an error I would like it corrected. 

Second, after being approved for and IDR and getting a letter that my payment was now {$53.00}, my payment for XXXX inexplicably changed to {$420.00}. I would like this explained. My ability to pay that amount as a single parent has become more challenging. I do not understand why this months payment would increase from {$370.00} to {$420.00}. If it was reduced from {$610.00} why only to this new amount of {$420.00}? Why did the amount not go down to the approved IDR payment of {$53.00}, or if it was to remain the " normal '' amount for the month of XXXX why is it not the {$370.00} I have been paying monthly for more than a year? If the {$420.00} is the correct payment amount then all I want is an explanation for why that is the case, but instead the company appears to be avoiding communication with me, forcing me to pay a higher than normal amount or be delinquent, which for me is not an option. I want to pay back my loans, but I also want to be treated fairly and to make payments that are reasonable based on my income. 

As I have said this is my third attempt to get these questions answered. Because of the nature of my job it is hard for me to call during business hours, so I have been trying to use the email feature provided by XXXX and have not so far seen any response. I did promptly get a letter within a week in the mail on approval of my IDR request indicating the new payment of {$53.00}, and it said that another mailing would arrive with more details. Several weeks have passed and I have not so far received another mailing. I do not understand why it is taking so long and all I want is a reasonable explanation of the payment and the discrepancies. I feel like the delayed explanation, poor communication, and other problems are deliberate and I no longer trust my service provider to treat me fairly.

Company response to consumer: Closed with explanation