Consumer complaint received 2020-01-28
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:
I have been dealing with FedLoan Servicing on two issues : 1. There are several payments that I have made that qualify towards my 120 Public Service Repayment Plan, but FedLoan Servicing complicates the process with inaccurate information and slow processing. I have been fighting this for roughly two years and each time I contact a customer service representative or supervisor, I get the wrong information, or they say they will take care of it, but they don't. I have diligent notes, with dates and employee names, do you want that entire list? They use the response " Yes, the payments all qualify towards your PSLF, but it looks like your account is being reviewed ''. And they I ask how long it will take for the payments to be released and put into my history and they answer " We aren't sure how long the review will take ''. 

2. I have been on a REPAY Income-driven repayment plan for XX/XX/XXXX-XX/XX/XXXX. In XX/XX/XXXX, Fedloan contacted me telling me it was time to recertify and that all the supporting documentation, income tax return information from XX/XX/XXXX and my application, needed to be turned in by XX/XX/XXXX. 

I turned in my application and my XX/XX/XXXX tax return transcript before the required date. Since then, they have contacted me stating that I do not have the proper information, even though the information I turned in was listed on their website. Next they said that I don't qualify for the REPAY, even though I have been on it for the past year, with the same income and household information. 

I have been dealing with this issue since XX/XX/XXXX and have dealt with the same issues, slow processing and every customer service rep giving me different or inaccurate information. 

When they finally sent me my payment information, they used my XX/XX/XXXX income information to calculate my new payment instead of my XX/XX/XXXX income information. 
I have been asking for them to recalculate my payment using my XX/XX/XXXX tax return information, but they keep sending me automated responses that my application is being processed and that they will send me more information once processing is done. 

I was told not to make this new payment because the amount is inaccurate, so I keep waiting. Right now my payment is 25 days past due because they are taking a long time to recalculate it and they are sending me emails saying that they are going to report me to collections. I believe that they are sending me in circles to deter my payment process and stall me from getting to my 120 payments. 

I have so much documentation that I could include but I am not sure how much you want me to send in this initial correspondence. 

Anything that you can do to help is greatly appreciated. Since Fedloan is a governmental agency, they know that a consumer has absolutely no control in the situation and I either have to spend thousands of dollars to prove that I am following the criteria of my payment plan, or be shuffled around for years and never get anywhere. Meanwhile the government is making thousands of dollars in interest on my loans which have tripled since I borrowed them.

Company response to consumer: Closed with explanation