Consumer complaint received 2018-10-18
Company: AES/PHEAA
State: NJ
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Keep getting calls about your loan

Complaint:
On XX/XX/XXXX I requested that 2 of the 6 loans I have be placed in a forbearance. I have been keeping with the payments of these two loans however I reached some financial difficulty and needed to forgo the payment for awhile. I requested a year of Forbearance. Therefore I would not have to pay again until the end XX/XX/XXXX. Somehow the paperwork was done incorrectly and I had to start my payments sooner the documentation said from XX/XX/XXXX to XX/XX/XXXX. When I realized the mistake I called XXXX XXXX and explained that it needed to be for a year, not 6 days. I spoke to someone who said that they would correct it and my General Forbearance would be for the following XX/XX/XXXX. ( XX/XX/XXXX -XX/XX/XXXX ). I said okay, and felt like a weight would be lifted off my shoulder. In XXXX I received a letter stating that my Forbearance was approved from XX/XX/XXXX to XX/XX/XXXX. Then on XX/XX/XXXX I received a Bill saying my XXXX XXXX was due on XX/XX/XXXX. I was surprised because I had a forbearance until XX/XX/XXXX. Therefore I called and spoke to a customer service representative and explained the situation. He/She explained there must of been a mistake and see that there is to be a forbearance in place and she would send it back " to who ever she needed to for their review '' But there forbearance is in place and I should not be receiving bills until it comes due in XX/XX/XXXX. I said okay and that she would have it fixed. I said okay, and felt a weight was lifted off my shoulders, XXXX. On or about XX/XX/XXXX I received a notice that I was late paying my bill that was due on XX/XX/XXXX. I called and spoke to someone and explained I was on a forbearance agreement until XX/XX/XXXX. He/She said that it looks as if someone is trying to make these 2 loans part of a deferment. I stated I don't want them deferred as part of my in school deferment, because I work for the Public Sector and paying on them won't help my PSLF. Please do not have them deferred I would like my Forbearance and This should not affect my credit. He/She said it would not and that they would have it escalated for me not to receive a bill and that I should not receive a notice until it becomes due in XX/XX/XXXX. I said okay and hung up ... In XXXX I received a Forbearance letter stating my Forbearance was approved from XX/XX/XXXX to XX/XX/XXXX, another weight was lifted and I felt good about receiving the letter. Then On XX/XX/XXXX, I received and email/letter stating I was delinquent on my payments with my loans as of XX/XX/XXXX. I called XXXX XXXX AGAIN!!! and spoke to someone this time I ask for a manager and was given a supervisor. I explained that I was on a Forbearance, That I keep receiving bills and that now it says I'm late and that this should not effect my credit because I am on a Forbearance. After some back and forth banter and that person reading my notes as well as seeing the letters they were in agreeing and that I should not be receiving anything because I am on a Forbearance agreement. The supervisor stated that it looks like someone again was trying to put my loans in a deference I explained I did not want them there and the reasons why. The supervisor understood and said they would process my forbearance in expedited fashion and I would not be delinquent.. After explain to the supervisor I felt that this is a harassment tactic, they explained that this isn't it was just someone made an error an it would be corrected. I told her/him thank you and hung up ... Now my working with the supervisor was in XXXX, I received a Forbearance letter stating my forbearance was approved from XX/XX/XXXX - XX/XX/XXXX. And in XX/XX/XXXX I received a bill and delinquency notice and called again and spoke to a supervisor and it was supposed to be worked all out and then in XX/XX/XXXX I received a bill and delinquency notice and talked to a supervisor and in XX/XX/XXXX Again!!! This time in XX/XX/XXXX I am IRATE!!! I feel harassed and feel like XXXX XXXX is trying to keep track of me and make sure my information is updated as I have to verify it every time I call.. Every Month since XX/XX/XXXX I had to call and talk about my financial problems, how I needed this loan in a forbearance, and why and why do I not want an in-school deferment ... By the time I call and talk to someone in XX/XX/XXXX not only am I frustrated and in tears I feel broken ... I have to call XXXX XXXX again, and try to be polite to a person who works for a company where I am constantly harassed every month!!!!!!! But I can not hide my anger even though I try ... I can not give all the details for the conversation in XX/XX/XXXX but it was definitely mixed emotions, I felt as though I could no longer trust anyone who worked there and the supervisors were jokes. I threatened to put in a complaint with CFPB and anyone else who would listen if I could not get this resolved. The woman I spoke with tried to calm me down and said she would do everything in my power to rectify it ... as I said I can not go into full details however she offered me a solace, and give me a General Forbearance that would last until the end of XX/XX/XXXX. While they resolve the matter of my other Forbearance that would end in XX/XX/XXXX, she said it should stop the bills and delinquency notices. She stated it was not my original forbearance that was to start in XX/XX/XXXX, but it would stop the notices until everything was completed. So I received a notice on XX/XX/XXXX of a Forbearance from XX/XX/XXXX to XX/XX/XXXX. I have not called or heard from them. a few weeks ago around the beginning of XX/XX/XXXX I logged on to check on my redetermination of my IDR and to forward my PSLF certification in XX/XX/XXXX. Now Today XX/XX/XXXX. I received a notice that I have a payment due on XX/XX/XXXX. When my original deferment doesn't end until XX/XX/XXXX and my temporary deferment doesn't end on XX/XX/XXXX. And now I am about to make another phone call. as I feel as though this is a violation of the forbearance agreement to ask for payment before the agreement is over. And this is emotional stress with the constant back and forth. I feel as though this a tactic on their part to make sure I know I have to pay and to deter me from every wanting to do a forbearance again ... Even in financial Hardship I can't find solace. The thing about all of this that kills me is that I made my payments once the loan became due and I planned on to continue to pay at the end of the Forbearance agreement.

Company response to consumer: Closed with non-monetary relief