Consumer complaint received 2015-10-06
Company: AES/PHEAA
State: CA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
XXXX/XXXX/15 called AES to request for forbearance for XX/XX/XXXX and XX/XX/2015, forbearance was approved. I received a called later that day to call agent XXXX back, I called back & spoke with someone else ( XXXX was not available ) who said the forbearance was denied, that 's why XXXX called back, but he fixed it and so the forbearance was approved again. XXXX/XXXX/15 received a letter of delinquency in the mail from XXXX XXXX ( a collection agency that works for AES ), I called AES that day and the agent said whoever I spoke with last was wrong and I did not get forbearance. XXXX/XXXX/15 my co-signer paid {$93.00} due to incorrect delinquency claims. XXXX/XXXX/15 AES called me to say they were sorry, forbearance was approved from XX/XX/2015-XX/XX/2015. Payments from XX/XX/2015-XX/XX/2015 would be @ lower modification rate of {$46.00} as we agreed. XXXX/XXXX/15 I called AES because my account online said I was delinquent. AES agent said they put my account under review and should have a verdict by XXXX/XXXX/15 to figure out what happened. The agent admitted they saw I was on forbearance and did n't know why my account was delinquent. XXXX/XXXX/15 co-signer paid another {$93.00} due to continued claims of being delinquent. XXXX/XXXX/15 spoke with an agent who did n't know what was going on with my account, I asked to speak with a manager, I was connected to someone else who still did n't know my entire history and asked if I wanted to speak with a manager ( I already thought she was a manager ), she also said she was going to open another review on my account and wanted me to get off the phone because " she thought I had been on hold long enough, '' though I refused. Then she connected me to XXXX ( ID # XXXX ) who said there was no manager on duty but he was the supervisor who could help me. He said since my co-signer paid the two payments of {$93.00} that it negated my forbearance and loan modification payments. My co-signer made those payments because AES kept calling and mailing letters to us saying we were delinquent, which we were not. My co-signer was scammed and tricked into paying when it was not needed and therefore cancelled my forbearance according to their policy ; XXXX also said that the two payments of {$93.00} could not be put toward future payments. I have spent hours of my life since XX/XX/2015 trying to get this resolved and every person I speak with gives me a different answer. Due to the many mistakes by AES, my credit score has now been negatively effected. It is unacceptable to be charged while on a forbearance for my student loan and to be harassed and given the run around by this " company. '' I asked for forbearance in XX/XX/XXXX due to an illness I have and continue to suffer from and my co-signer suffers from a XXXX with very limited income. I also received a letter dated XXXX/XXXX/15 saying my forbearance request was approved to cover XX/XX/2015- XX/XX/2015, though I have saved screen shots on my computer for payments I made in XX/XX/XXXX and XX/XX/2015, which is during the forbearance approved months. They said I had a balance anyway. I have never dealt with a worse company. This student loan was applied to when I was attending XXXX XXXX University, XXXX. XXXX Campus, now called XXXX XXXX University, located at : XXXX XXXX XXXX, XXXX, NY XXXX. 
Attached is confirmation of the payments I made for XX/XX/XXXX & XX/XX/2015, the agreement they mailed to me stating my forbearance was from XX/XX/2015-XX/XX/2015 and that the loan modification would be from XX/XX/2015-XX/XX/2015, as well as the latest letter I received from a collection agency saying my account is delinquent.

Company response to consumer: Closed with explanation