Consumer complaint received 2017-07-07
Company: AES/PHEAA
State: OH
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:
Issue : I have now had to call FedLoan Servicing three times in order to be switched from the Income Contingent Repayment Plan ( {$1000.00} ) to the Extended Graduated Payment Plan ( {$390.00} ). Each time, a supervisor has assured me that I have been switched to the correct plan, however this is not reflected on my subsequent bills. <P/>Details : On XX/XX/XXXX, I contacted FedLoan Servicing via phone to request a switch to a more affordable payment plan ( Case # XXXX ). Because FedLoan Servicing does not take into account my spouse 's student loans, my monthly payment under the Income Contingent Repayment plan is far more than I can afford, since my spouse and I filed our taxes jointly for XX/XX/XXXX. I first spoke with XXXX ( Employee # XXXX ) who suggested that I file with MyFedLoans to be treated as " Single '' or " Without Reasonable Access '' to my spouse 's income in order to lower my payment until my spouse and I can file our taxes separately. I informed XXXX that neither one of those boxes accurately described my situation, however she assured me that I should select one of these items. I then called back several minutes later and asked to speak with a supervisor to double-check that this would be permitted, since neither one of those situations accurately describes my arrangement. I spoke with XXXX, who informed me that it would indeed be illegal for me to falsely check either one of those boxes. <P/>XXXX suggested that I switch from the ICR to the Extended Graduated plan until my spouse and I are able to file our taxes separately. I gave her permission to switch me to this plan. XXXX also placed my loans into forbearance until XX/XX/XXXX so that the change could take effect. I received confirmation of the forbearance request in my Paperless Inbox on XX/XX/XXXX. <P/>I received my next bill from FedLoan Servicing on XX/XX/XXXX.  The bill was for the ICR monthly payment of {$1000.00}, not for the Extended Graduated payment of {$390.00}. I called on XX/XX/XXXX and immediately asked to speak with a supervisor. I was put through to XXXX, who assured me that this time I would be placed on the Extended Graduated plan and that my payment would be roughly {$400.00}. XXXX also put my loan into temporary forbearance to allow time for this change to take effect. I received confirmation of the forbearance request in my Paperless Inbox on XX/XX/XXXX. <P/>I received my most recent bill from FedLoan Servicing on XX/XX/XXXX. Once again, the bill was for the ICR monthly payment of {$1000.00}, as opposed to the Extended Graduated monthly payment of about {$390.00}. I called on XX/XX/XXXX and asked to speak to XXXX. Because I did not have her extension number, the customer service representative was unable to locate her. I asked to speak with a supervisor, and was transferred to XXXX ( Employee ID # XXXX ). XXXX informed me that there has been a " system issue '' which may have been what 's prevented the change in payment plan from taking effect " for the past few months. '' She says I should now be switched to the Extended Graduated Plan. <P/>I am writing because two previous supervisors have now assured me that I have completed all of the steps necessary to switch from the ICR to the Extended Graduated Plan, however these changes have not taken effect. I would like the CFPB to follow up to ensure that I have been successfully switched to the correct plan this third time and also investigate this issue further so that it does not happen to others.

Company response to consumer: Closed with non-monetary relief