Consumer complaint received 2018-04-04
Company: AES/PHEAA
State: AZ
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:
XXXX has not reviewed the recertification documentation I have submitted and has removed me from my income driven repayment plan. 

XX/XX/XXXX - I received a letter stating that it was time to submit my PAYE recertification/income documentation by XX/XX/XXXX. 

XX/XX/XXXX - I submitted the PAYE application with documentation of my current income. 

XX/XX/XXXX - Received a letter from XXXX stating that my application had been denied because it was submitted too early. 

XX/XX/XXXX or XX/XX/XXXX - Called XXXX and the loan counselor said that my application should be reprocessed within 48 hours. 

XX/XX/XXXX - Received a letter from XXXX with instructions on how to complete the PAYE application. 

XX/XX/XXXX - Emailed XXXX concerning issues with my account. Have not received a response. 

XX/XX/XXXX - Completed second PAYE application and submitted to XXXX. Gave permission for IRS to transfer tax information to XXXX. 

XX/XX/XXXX - Received a letter from XXXX stating that my application had been denied because it was submitted too early. 

XX/XX/XXXX - Submitted additional paperwork to XXXX asking that they recalculate my payment early based on the tax information provided on XX/XX/XXXX. 

XX/XX/XXXX - Received 3 notices that my PAYE plan was ending and income documentation needed to be submitted by XX/XX/XXXX. 

XX/XX/XXXX - Contacted XXXX via phone. Spoke with following representatives : XXXX  XXXX, XXXX XXXX, XXXX XXXX. I was informed for the first time that I had multiple recertification dates. I was informed that I had submitted all appropriate applications and documentation. I was told that there wasn't any missing information or paperwork. Informed that my recertification request for PAYE would be expedited within next 48 hours. I was told that I would receive a letter stating my continued eligibility on PAYE and new payment information based on my income by the end of the week. 

XX/XX/XXXX - Received another set of instructions on how to complete the PAYE application from XXXX. 

XX/XX/XXXX - Filed a complaint with the Federal Student Loan Ombudsman. Sent a second email to XXXX updating them on account issues and informing them of my complaint with FSLO - no response from XXXX to date. 

XX/XX/XXXX - Contacted XXXX via phone. Spoke with the following representatives : XXXX  XXXX and XXXX XXXX. XXXX identified himself as a supervisor. He noted that I had completed the appropriate application and submitted my income information. He informed me that he would request my application be processed the following day ( XXXX ). He said he provided explicit instructions to keep me on PAYE, make sure all loans have same recertification date, and to recalculate my payment based on my most recent income. I shared concern that due to XXXX processing errors, my payment has jumped from approximately {$200.00} per month to almost {$900.00} per month. He said that I could request a forbearance and complete an override request that would take at least 90 days to complete. During that time, my loan payments would technically be overdue. I was not comfortable with this and asked that I not be put on forbearance. He said that if I paid the full amount this month, he could submit an override for a refund of any over payment I make this month. He also stated that he would file an internal complaint with XXXX on my behalf. At the end of the conversation I summarized what we had agreed to and XXXX agreed to the following : my loans would all be put on the same recertification date, remain on PAYE plan, new payment calculated based on income submitted through IRS documentation, I would pay the full amount due for XX/XX/XXXX, an override would be submitted to determine refund owed for overpayment in XX/XX/XXXX, and a complaint would be filed with XXXX. 

XX/XX/XXXX - Received 3 letters from XXXX stating that I provided incomplete income and family size information. The letters stated that I would remain on PAYE, but my payment would not be based on my income or family size. 

XX/XX/XXXX - Called XXXX via phone. Spoke with the following representatives : XXXX XXXX. Was informed that it was too late to talk to a supervisor. I informed them that I would be filing a complaint with CFPB and my representatives. I was encouraged to do so and to try calling back earlier.

Company response to consumer: Closed with monetary relief