Consumer complaint received 2019-01-11
Company: AES/PHEAA
State: FL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I completed my XXXX XXXX XXXX in XXXX. In summer XXXX I was offered an opportunity for loan reduction and forgiveness ( if eligible ) by XXXX via mail. I called and spoke to a rep about the offer. I completed an application for loan consolidation and forgiveness. 
Upon processing, I was told I was approved. My monthly payment would be {$12.00} for the next 240 months, at which time the remaining balance would be forgiven. The only condition was I had to re-certify my income each year. This remained true until XX/XX/XXXX. 
I called on XX/XX/XXXX to check on the status of my account and latest re-certification. I was told it was being reviewed, but me new payment would be between {$68.00} and {$130.00}. I was told the increase was because my family size decreased from XXXX to XXXX. This is incorrect Upon re-certifying my income, my monthly payment increased to over {$250.00}. I called customer service and was told there was an error on my application. I needed to correct and resubmit my application. I asked why the payment would increase so much even with the error. I was told because my family size decreased from XXXX to XXXX and my income increased. That information is incorrect. My family size has always been XXXX and my income decreased from XXXX to XXXX. 
Upon correction, re-submission and review I was notified via email my new payment was about {$220.00}. 
On XX/XX/XXXX, I called customer service to see if my payment could be adjusted and ask why so high of an increase. I was offered 2 payment plans that were still much higher than {$12.00}. I asked to speak with someone who could explain why these amounts were so much higher. 
I was transferred to another department. This rep told me again, the change in payment was because my income increased. Upon further review, he also said the original processing agent made an error. I was never eligible for the {$12.00} monthly payment plan. I asked to speak to someone higher up since this was not my error. 
I was transferred to an escalation agent Upon review, this agent told me that I am indeed eligible for the original {$12.00} payment plan I was on, but had to review my information further with the appropriate person and call me back. 
The next day ( XX/XX/XXXX ) i received an email stating my IDR request had been denied. I never submitted another request. 
I called again on XX/XX/XXXX to ask what this was in response to. It was explained to me that A review of my account was submitted It was determined that I was previously on a PAYE plan. 
Because of my current income and family size, I was no longer eligible for the PAYE plan. 
The rep who went to process, put me on the income contingent plan because I did not request the PAYE plan ( i was never offered this option or told that would be the appropriate next step ). 
The email I received stating my IDR request was denied was in response to a submission for partial financial hardship ( i never submitted such a request ) Following this phone call, i was told to allow 24 business hours to receive a call back from the escalation agent who said she needed to review my account further. 

It has been over a month since I first contacted them about this issue. I've sent over 5 written correspondence with no response. The information I have is from 5 phone calls.

Company response to consumer: Closed with explanation