Consumer complaint received 2019-06-08
Company: AES/PHEAA
State: OR
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:
This is my most recent communication with FedLoans. It summarizes the most pertinent issues. 

Hello. This will be the third time I've emailed about the same issue. I have not received a response in writing, and I have made two phone calls about this issue. I'm including the original message I sent and the dates of the phone calls. I am HIGHLY unsatisfied with the level of service I am receiving from FedLoans as a student loan servicer. The representatives are unable to complete the plans we agree to on the phone. I will be looking into making formal complaints about your services and adequacy in overseeing loan repayment. If you are interested in addressing this grievance, please contact me. 

Hello, It looks like your records show I am late in making my XXXX payment. 

I received my first statement from you in the mail today, dated the XXXX of XXXX. My bill is due on the XXXX of each month, and my payment to XXXX has already processed. I am not late in my payment, nor could I have known where to send payment prior to your notification. I have documentation showing that my statement from XXXX called for a payment on my loan by the XXXX of XXXX and that the payment has been made. Please let me know if you need copies of these documents to correct the error on my account. I will not accept " late '' status on my account, as I am current on my monthly payments. 

It also sounds like your records show I have not completed or been approved for the Income Driven Repayment plan in 2019. 

I re-applied for the Income Driven Repayment Plan in XXXX of this year, and received approval for the Income Based Repayment Plan in my XXXX inbox dated XX/XX/XXXX. I'd be happy to supply the documentation that shows my renewal has been approved for 2019, please let me know if you need this documentation as well. I will not accept the " adjusted '' amount listed on my statement for the next billing cycle ( XXXX 2019 ), as it does not reflect that my loans have been recalculated under the Income Based Repayment Plan. 

I spoke with a representative on the phone earlier today, and was unable to clear up these errors on my account. I'm hopeful that this email will support action on my account. 

I expect these oversights to be righted before my next payment comes due. Please let me know if you need any additional information or documentation to support this correction. 

Thank you. 

Original email sent via secure email on MyFedLoans.org on XX/XX/XXXX. 
No response. Second email sent via secure email on MyFedLoans.org on XX/XX/XXXX. 
Called and discussed the documents Ive sent. Made arrangements for administrative forbearance while my account is righted onXX/XX/19. PRIOR TO THE XXXX DUE DATE. 
Called to clear up why my account had not been placed in administrative forbearance and was assured it would happen within the next 24-48 hours on XX/XX/XXXX. 
None of the issues listed have been addressed. Sent third email via secure email detailing issues thus far on XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief