Consumer complaint received 2017-02-03
Company: AES/PHEAA
State: MD
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
This is a continuation of a prior complaint that was not fully addressed. The case number for the prior complaint for reference is XXXX. There are unanswered feedback items on the company 's response below. I have attached a copy of the supporting documents, including the company 's initial response. 
Thank you for your response. 

Based on the admission within the response, as well as the backup uploaded, of mobile internet access inabilities to allocate payments and reflect loan-level detail I respectfully request that all credit reporting be adjusted. Further, the statement in the response regarding numerous website payments made previously by me is irrelevant. I say this as I log in from my mobile internet frequently to arrange payments. The online experience on my mobile phone should match that of the environment of the website from a computer, especially if it relates to payment allocation on numerous loans serviced and the information ( or lack thereof ) regarding the state of the loans. Also, related, as a consumer AES ' relationship with XXXX is irrelevant to me as my direct relationship is with AES as the loan servicer. It was referenced in the letter, and has previously been conveyed to me in several phone calls with AES, that XXXX is the entity to be dealing with on many of these issues. I disagree, again, as AES is the loan servicer. Lastly, on this point, the credit adjustments and concessions made by AES do not offer relief as credit reporting strings on each loan do not go back to XX/XX/XXXX on the national credit agencies ' reporting. 

AES states that the XX/XX/XXXX long-term modification package can " now '' be reviewed due to assumed procedural changes. I 'd like clarification on the procedural gap, along with the corresponding procedural change to address said gap, that previously prevented me from applying for long-term assistance. This " new '' ability to submit for long-term assistance after a missed packet return was never communicated to me before this response and the most recent telephonic communication with AES, and I believe this gap has adversely impacted my abilities to make on-time payments this past year. Further, AES states that a loan must be contractually current in order to request long-term assistance. As a consumer I absolutely do n't understand this policy. The point of assistance is to assist consumers during times of hardship. This should be reviewed and I 'd like clarification on why AES operates under this non-industry standard policy. 

Lastly, AES failed to address the error notices attached. I am requesting additional information related to the error notices received. The clarification previously requested telephonically led nowhere as AES could not clarify XXXX ' error ... again baffling as AES is XXXX ' loan servicer. 

I respectfully request additional clarification and reconsideration. 

Best Regards, XXXX XXXX

Company response to consumer: Closed with explanation