Consumer complaint received 2018-01-18
Company: AES/PHEAA
State: PA
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
I started a different college in XXXX. At this time, I had to obtain additional school loans as the federal student loans were exhausted. I borrowed money to help pay for summer classes, new classes at the new organization, books, fees, housing, etc. At the initial time, I was able to make interest only payments on some of the loans, the other part of the loan would go into the normal no repayments until XXXX months after graduation. 
I had a couple bad injuries, some were under a workers compensation, another under XXXX XXXX  XXXX that was temporary. 
I graduated from school in XXXX, I started to pay the full payment around late XXXX XXXX early XXXX XXXX. The monthly installment was very high, but the interest was the deciding factor. During intermittent time off for injuries, I was having difficulty paying the school loan payment. I made every effort to keep on top of my loans over the years. We are talking now, XXXX years. During this difficult times, and occasionally throughout the life of the repayment, I was getting numerous calls from XXXX XXXX, they always say they work for XXXX. I have asked multiple times to get contact information for XXXX. XXXX XXXX as well as AES would not give out this information. I was granted forbearances and modified repayment options but still was having difficulty. The monthly payment started around XXXX, it is now around XXXX a month. I also have federally funded loans that I pay around XXXX a month for. So far, as of XXXX/XXXX/XXXX according to the AES website, I have paid a total back of XXXX back. Out of this amount, XXXX dollars has went to my principal balance, XXXX dollars in fees ( I 'm guessing late fees ), and XXXX dollars in interest alone. I have been paying on these loans for about XXXX  years, give or take the time during the forbearances with my XXXX XXXX XXXXXXXX. The point of this is that XXXX refuses to let me as the borrower contact them directly. They refuse to work with the borrower who clearly has made an honest effort to repay debt. I am paying back way over what I ever borrowed. According to the AES website, I still owe XXXX. I also asked a XXXX associate representative who stated they work for XXXX for my agreement terms. They stated at that time, " you know it is your debt, if you go by a car do you pay for it? this is irresponsible ... " and so on. At one point, the representative had me on the phone for XXXX minutes. I have not been able to obtain a copy of my promissory note and agreement terms. Is this not my right as the borrower to request a copy of this? With their debt collectors, they have and continue to call me multiple times a day. When I call them back ( as I work full time ), I will speak to a representative, I ca n't get off the phone before another representative will be calling. I was hopeful that I could work with XXXX directly to see if there is any other options I have instead of being set up for failure. As they can see, I have been making every effort to pay, during times of XXXX XXXX from work, or XXXX XXXX, it is impossible to get these loans caught up with this type of payment. I did contact an attorney and started the process of seeing what options they can possibly help me with. I have been paying on these multiple loan sequences for XXXX years and the amounts are increasing due to capitalization on these. The high interest rates and a high monthly payment is not a fair repayment option for someone trying to do the right thing.

Company response to consumer: Closed with non-monetary relief