Consumer complaint received 2017-11-10
Company: AES/PHEAA
State: PA
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:
I submitted my application for re-paye. I was notified that I had missed the due date for this income based repayment program and then I was told I had a large balance due because I had missed this reapplication date. This took me by surprise because, based on my promissory note, and prior applications for repay, I was several months ahead of schedule when I submitted the application. When I brought this up with the company, they apologized and said that my loan had to be been reorganized under their company and thus my repayment had changed. They failed to notify me of this and thus never provide any documentation saying that I had a change to due date, that I was past due for this application, or that I should reapply for repair on a different schedule. They admitted fault in this, advised that I go on administrative forbearance, and continue to make my new payments. I did all of these things. However I noticed that my loan was still past due after 2 months under the new repay agreement and after I had supposedly gone into administrative forbearance. I called them back, and that 's when they informed me that my administrative forbearance had been denied. This is a surprise to me because I was told I was not applying for administrative forbearance, rather that it was granted given a special circumstance that had occurred. At this point, my loan is coming dangerously close to 90 days past due. I was then advised to reapply for administrative forbearance, disenroll from auto pay, then reenrollauto-pay, this trick as a called it within reset my past due amount enroll the amount owed back into the original principal of the loan. Further, they continually advised me to go into forbearance. Advising that forbearance would forgive this 5 to {$6000.00} debt that I supposedly had accrued. Unfortunately, I am a military member attempting to receive a military loan repayment. This program, unfortunately, will not make payments on loans that go into forbearance. Thus, FedLoan 's solution of forcing me into forbearance is a non-viable option for me. I was further advice to call them back today, XX/XX/XXXX. Since my last discussion with them, I have not received a response to my request to stop automatic payment, I have not been notified of the administrative forbearance approval, and when I called back today the loan company was closed for the holiday ( despite them telling me to call on this date ). My account will become 90 days past due despite my following all their instructions and my attempts and to correct their mistakes. Despite these efforts, it looks like that I will go into delinquency on the loan. This is particularly upsetting for me considering that I have made all of my payments on time since graduating from XXXX school. I would appreciate any help your organization could provide me in mediating this conflict with my Loan Servicing Company. Of note, I also have loans with other loan companies and have never had these sorts of problems. Thank you.

Company response to consumer: Closed with non-monetary relief