Consumer complaint received 2019-02-19
Company: AES/PHEAA
State: WI
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:
XX/XX/XXXX XXXX notified that XXXX notified them of TPD application and the loans they were servicing will be suspended and no payment will be required. 
XX/XX/XXXX XXXX approved TPD Discharge of all loans. 
XX/XX/XXXX XXXX sent me a document stating, " We now service your student loans '' stating the three loans from XXXX have been transferred to them. 
XX/XX/XXXX XXXX emailed me stating they are my new loan servicer. 
XX/XX/XXXX I emailed XXXX stating the 3 loans were discharged by XXXX under TPD. 
XX/XX/XXXX I emailed XXXX at XXXX stating " My loans are with fedloan. 2 were paid off with the XXXX discharge ; 3 were not. Could you please alert them that those loans are to be XXXX as well? '' XX/XX/XXXX XXXX emailed me stating they received my documents and would review them. 
XX/XX/XXXX XXXX emailed me stating they received my documents and would review them ( again ). 
XX/XX/XXXX XXXX told me to contact XXXX. 
XX/XX/XXXX I emailed XXXX stating I already applied and was approved for discharge and XXXX told me to contact XXXX. 
XX/XX/XXXX XXXX stated I was " considered XXXX XXXX XXXX XXXX as of XX/XX/XXXX. The three loans currently in our system have disbursement dates of XX/XX/XXXX and XX/XX/XXXX. Since these loans were disbursed prior to XX/XX/XXXX, you would still remain responsible for these loans. '' *THIS IS INACCURATE** XX/XX/XXXX I emailed back stating that is not how that works ; that the other 2 loans that were discharged were disbursed prior to the XXXX date. 
XX/XX/XXXX I called XXXX. Customer service stated they did not have access to know why the 3 loans were not discharged -- could have been that they were in grace. She told me to upload the document from XXXX so the department could review the discharge. *This call is recorded*. 
XX/XX/XXXX I uploaded the XXXX TPD  approval letter. 
XX/XX/XXXX XXXX emailed stating they received the Discharge Application and I could expect them to conduct the review within 10 business days. 
XX/XX/XXXX XXXX gave me a document, " Your Student Loan Repayment Details '' showing the three loans and the the repayment start dates of XX/XX/XXXX with a total amount to be repaid of {$9400.00}. 
XX/XX/XXXX XXXX emailed me to contact XXXX. 
XX/XX/XXXX I emailed XXXX stating I uploaded the document that says the loans have been discharged. 
XX/XX/XXXX XXXX emailed me telling me that " although no payments are due at this time, interest continues to accrue on your loan ( s ). '' XX/XX/XXXX XXXX gave me a document titled, " XXXX XXXX   XXXX XXXX XXXX Request '' and stated, " We're sorry to hear about the health concerns that you contacted us about. You may wish to apply for a XXXX XXXX XXXX XXXX XXXX. '' XX/XX/XXXX I received an email stating my loan grace period was ending and soon I'll begin making payments. 
XX/XX/XXXX I called XXXX saying I have been approved for discharge and that I should not be getting emails about having to make payments. I asked them to review the uploaded letter from XXXX and to discharge the loans and suspend/cancel payments. The customer service representative told me, " We don't have to do anything. '' **This call is recorded. XXXX XX/XX/XXXX XXXX sent me a document stating, " We denied your SCRA request. '' I never applied for SCRA as I am not on XXXX XXXX! I am a XXXX veteran! 
XX/XX/XXXX XXXX sent me a Quarterly Student Loan update showing the 3 loans in question with principal balances and statuses, " IN GRACE PERIOD. '' XX/XX/XXXX XXXX emailed me stating they received my documents and would review them ( for the third time ). 
XX/XX/XXXX XXXX emailed stating, " Our records indicate you were in contact with our office on XX/XX/XXXX and received assistance regarding the inquiry in your email. '' XX/XX/XXXX XXXX emailed me to tell me that my account is due for a payment on XX/XX/XXXX.

Company response to consumer: Closed with explanation