Consumer complaint received 2018-11-03
Company: AES/PHEAA
State: GA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
In XX/XX/2018 I started the re certification for IDR repayment plan. I went to XXXX as instructed by my loan service After filling out my re-certification paperwork I elected to send it in digitally. A few days later I called XXXX XXXX and verified that they had received my application. The gentleman I talked to that day informed me they had my application and all I had to do was send in my financial information. On XX/XX/XXXX, I sent in my wife 's and my income information three times just to make sure they had it since I have had difficulties in the past of information being lost. Since I was told it would take 3 to 4 weeks to process I didn't check until the XX/XX/XXXX. My online account showed that my re-certification had not processed. I called and was told that they saw where I had sent my financial information but they did not have my application on file. I explained that I had already verified that they had it but the representative assured me that was a mistake ( this was later refuted in another call ). I was informed that the best thing to do was to sent in a new application. I sent in another application on XX/XX/XXXX which they processed on XX/XX/XXXX. I informed the representative that I was concerned about my loan since XXXX had changed me to standard repayment plan and I could not afford the new payments. The representative did put in a general forbearance request but it was denied stating I have no forbearance left to use. i also sent a letter on XX/XX/XXXX to XXXX stating that I had filed my application within the time limit and needed help to avoid a delinquency status on my loan. XXXX never replied to that letter. On XX/XX/XXXX, my application was denied because I had not provided income information. This was simply not true. I sent the financial information with the application and they already had that information in their system. I called and talked to a representative who could not explain why I received the denial but that she would resubmit. I called back a couple of days later and talked to a representative who escalated my call up to another representative who handled problems. This is when I was informed that she could see that I had applied electronically and I never should have had to send in another application. I asked her about delays that were not my fault and the escalating payments that I could not afford. She informed me the best choice for me at this time was to change my IDR plan because they would allow a 2 month forbearance. On XX/XX/XXXX, ( one day after my due date ) my IDR is recalculated according to my first application. I have made payments since according to my recalculated IDR plan, but that left a {$4700.00} balance from XXXX removing me from the IDR paln. I called XXXX to verify my options. Since this is the only option that I had, I applied for the REPAYE IDR plan on XX/XX/2018.On XX/XX/2018, my application is denied because of conflicting information on the application. I re-applied which was processed on XX/XX/2018. I received an email which said I would have an answer by XX/XX/XXXX. It is not the XX/XX/XXXX without an answer. I believe it is important to note that when discussing why my application was denied on XX/XX/XXXX date, I was told by another representative that they would not do a administrative forbearance for the 2 months of loan repayments which I am having a problem repaying which contradicts what I had been told. 
I am requesting that XXXX apply a general forbearance for the 2 months of XX/XX/XXXX and XX/XX/XXXX payments. I am also requesting that any penalties or erroneous interest that occurred be removed and any negative reports to the credit agencies be corrected. This request is due to XXXX 's delay in processing, misinformation, and incorrectly processing applications. Thank you.

Company response to consumer: Closed with explanation