Consumer complaint received 2018-08-12
Company: AES/PHEAA
State: MN
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:
Issue : Multiple loans from two degrees listed as " in school deferment '' from XX/XX/XXXX to XX/XX/XXXX while I completed the second degree. Graduated XX/XX/XXXX. All loans were in grace until XX/XX/XXXX. I applied for an IBR before grace period ended. I received a notice XX/XX/XXXX saying that one loan ( for {$2000.00} ) had defaulted and was sent to collections. They said this will be reported to the credit bureaus. Since then and now, after filling out two IBR requests, I have received three bills this month ( XXXX ) for the rest of my loans, all with different amounts and due dates. XXXX XXXX can not provide me with anything on paper that says which amount I should pay each month. 

XX/XX/XXXX : I called XXXX  XXXX XXXX. I spoke to XXXX, representative, and explain the situation. She said she will forward matter of defaulted loan to her supervisor. She said it seems to be an error because the loan was reported current until the day it was sent to default. 
XX/XX/XXXX I received a bill in my paperless inbox for {$280.00}, due XX/XX/XXXX. 
XX/XX/XXXX I received a bill in my paperless inbox for {$450.00}, due XX/XX/XXXX. 
XX/XX/XXXX XXXX XXXX 
No wait. I spoke with # XXXX, XXXX, representative. He said to get on the IBR, I need to only pay a {$5.00} exit payment, and that the prior rep working on getting the erroneously defaulted loan recalled. I agree to call back with my bank info to make exit payment of {$5.00}. He also said I should call back periodically to check on status of defaulted loan. 
XX/XX/XXXX XXXX XXXX. 
Rep # XXXX said I need to talk to a loan specialist, she said that her screen shows I need to pay about {$1000.00} now. I was transferred to loan specialist, wait time 15 minutes. Loan specialist # XXXX, XXXX, said to disregard bill for {$450.00}, there is no {$5.00} payment option, and to pay {$280.00}. 
XX/XX/XXXX I logged into XXXX, and it displayed {$280.00} as the total amount due. I made a payment of {$280.00}. 
XX/XX/XXXX I received a bill in my paperless inbox for {$320.00}, due XX/XX/XXXX. 
XX/XX/XXXX XXXX. 
I call back to check on status of erroneously defaulted loan. Rep # XXXX, XXXX, said I need to talk to a loan specialist. On hold until XXXX. Rep #  XXXX, XXXX, said there is no response yet to the investigation of why the one loan was defaulted. She said she put in a request to have it expedited. She said I will get a paperless inbox response. She said my {$280.00} payment is being processed. 
XX/XX/XXXX I received an email from XXXX stating that my upcoming bill of {$450.00} was approaching the due date XX/XX/XXXX. 
I logged onto XXXX and it displayed {$0.00} payment due. 
XX/XX/XXXX Called to ask about bill reminder I received via email and about erroneously defaulted loan. On hold for ~13 minutes because initial rep could not answer question, transferred to loan specialist. Also called to ask about loan sent to default, service rep rude and said the issue has not been resolved and, it could take 2-3 months, and could be reported to credit bureaus in the meantime. Also asked about multiple bills sent to paperless inbox. Rep told me to " disregard '' bills for {$450.00} and {$320.00}. 
XX/XX/XXXX I logged into XXXX and it displayed {$0.00} payment due. 
XX/XX/XXXX I logged into XXXX and it displayed that {$450.00} is due by XX/XX/XXXX.

Company response to consumer: Closed with explanation