Consumer complaint received 2020-11-19
Company: AES/PHEAA
State: NC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I have been working on this issue since XXXX as we realized that there had been an overpayment on my account. I have received some information regarding my initial complaint but I have questions and concerns that have gone unanswered for nearly a month. I have called numerous times but no one can help me over the phone due to the account being closed for more than a year. This is my latest communication through the FedLoan online portal. 


XX/XX/XXXX FedLoan Servicing U.S. Dept. of Education XXXX XXXX XXXX XXXX PA XXXX To whom it may concern : I have received your company 's response dated XX/XX/XXXX, regarding the complaint and investigation submitted through the Consumer Financial Protection Bureau on XX/XX/XXXX, in received and processed towards an account ( Acct # XXXX ), as of XX/XX/XXXX had been paid in full. 
I appreciate the diligence in helping handle this issue. However, I am requesting additional information based on your review and to understand how and when a refund was processed. According to your response, the internal investigation revealed the following : A refund for payments received for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX totaling {$2900.00} was returned XXXX XXXX, XXXX XXXX XXXX XXXX NC XXXX. This information was retrieved from the payment checks that were sent to FedLoan from XXXX XXXX XXXX XXXX XXXX online bill payment processing company. Please respond the following questions o First question is : why was the refund sent to a name and address that did not correlate to the name and address on the account? o Second question is : When was the {$2900.00} check sent? o Third question is : What traceability is there to show the refund check was signed/deposited and has cleared FedLoan 's bank account? Please show proof that this check was sent and deposited by payee ( XXXX XXXX ). 
**A CHECK HAS NOT BEEN RECEIVED BY BORROWER AS OF XXXX As of XX/XX/XXXX borrower verified current address ( which was verified and on file in the online account management settings at the time the investigation began in XX/XX/XXXX ) and a refund for XXXX and XX/XX/XXXX payments totaling {$590.00} is to be returned to borrower ( XXXX XXXX ) o What date is this refund to be processed? Finally, the payments for XXXX and XX/XX/XXXX totaling {$590.00} were verified internally to have been inadvertently sent to the wrong company o When will these payments be accounted for and credited accordingly? 
o When will this refund check be processed and issued? 
Please provide proof and/or response to the questions listed above to ensure that the information presented here in this letter is understood and communicated fully. As the borrower, XXXX XXXX, I have not received any refund for the over payment on the FedLoan acct # XXXX. The information provided in this matter are known to be factual and truthful. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief