Consumer complaint received 2018-02-16
Company: AES/PHEAA
State: IA
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 created a payment request through my XXXX XXXX XXXX XXXX in the amount of {$160.00} on XX/XX/XXXX on the XXXX online portal. 

This payment was to be applied to my XXXX XXXX bill due on XX/XX/XXXX. 

When an XXXX member submits a payment request, the request first has to be accepted by the loan servicer. Once it is accepted by the loan servicer, XXXX sends the servicer the payment. 

In the past, XXXX has accepted the XXXX payment requests on the same day the request is made. However, the payment request I made on XX/XX/XXXX was not accepted by XXXX until XX/XX/XXXX. 

Because XXXX delayed processing of my payment request, the payment was not posted to my XXXX account until XX/XX/XXXX, which is nearly 30 days after I made the payment request through XXXX. 

This caused a delay in my monthly payment due on XX/XX/XXXX,  which resulted in this payment not qualifying as a PSLF payment for XX/XX/XXXX. 

XXXX then directed me to put a Forbearance on my account for the month XX/XX/XXXX. They told me to do this so that they could apply that payment of {$160.00} to my bill due on XX/XX/XXXX instead. They told me that this was my only option to ensure that that payment qualified as a PSLF payment. 

My account was then placed on forbearance for the month of XX/XX/XXXX, and the {$160.00} was applied to my XX/XX/XXXX bill. 

XX/XX/XXXX comes around. XX/XX/XXXX I made a payment request through the XXXX online portal. This payment request was for the monthly amount of {$160.00}. This request was for my bill due on XX/XX/XXXX. 

I called FedLoan Servicing on XX/XX/XXXX because the payment request had not been accepted yet. They could not tell me why, they could not let me speak to the person in charge of handling the XXXX payments, but told me they were advised to tell me the whole process can take 30 days. 

During this call, I was also informed that I had " paid in excess '' in XX/XX/XXXX, and that my account was in " over paid '' status. I was also told the payment that was posted on XX/XX/XXXX ( {$160.00} ) was not going to qualify as a PSLF payment. 

Further, I was told I did not have a payment due until XX/XX/XXXX now.  And that payment was in the amount of {$70.00} and some odd cents. This means, the incoming payment of {$160.00} that I requested from XXXX on XX/XX/XXXX for my bill on XX/XX/XXXX would not qualify as a PSLF payment. 

I did not pay more than I should have. The supervisor I spoke to told me a government payment ( this is how all XXXX payments are designated on a borrower 's account ) was posted to my account in the amount of {$260.00} on XX/XX/XXXX. This means I have a payment in the amount of {$160.00} posted to my account and a payment of {$260.00} posted to my account, both of which were posted on XX/XX/XXXX. 

I did not request an XXXX payment in the amount of {$260.00}, as it will show on my XXXX account ( attachment 1 ). 

FedLoan Servicing applied another person 's XXXX award payment to my student loan account in the amount of {$260.00} on XX/XX/XXXX. Because of this, my account now says it is on overpaid status. This means that my incoming payment due on XX/XX/XXXX from XXXX will not qualify as a PSLF payment. 

In XX/XX/XXXX, I requested a full record of all PSLF payments. I've yet to receive it. Every time I call, they always extend the duration of time it will take to receive a record of the PSLF payments. 

Their negligence and mismanagement of payments is preventing me from making qualifying PSLF payments.

Company response to consumer: Closed with explanation