Consumer complaint received 2016-12-12
Company: AES/PHEAA
State: NC
Product: Student loan
Sub-product: Non-federal student loan
Issue: Can't repay my loan
Sub-issue: Can't temporarily postpone payments

Complaint:
During the month of XXXX I became unemployed while seeking a deferment, while doing so I was told to submit paperwork pertaining to one of the loans I had with American Education Services. During this period I had to send two separate packets of the same paperwork due to one minor error in dates. A secondary loan was never brought to my attention so I was under the impression that they were both one loan. After the loan was successfully put into deferment I received a phone call 3 months later about a secondary loan that needed to be handled as well. After sending multiple copies of paperwork for the two student loans that I have. One went through and one was denied. During this process we had to constantly call to get an update, they never reached out after one of the loans were approved for a 3 month deferment and the other denied ; my co-signer received calls as outlined below. 
XX/XX/XXXX - submitted paperwork for both loans with American Education Services XX/XX/XXXX - received letter that one loan was approved till XX/XX/XXXX and the other denied. 
The denial was due to the incorrect paperwork being filed on the one loan and the correct documents would be mailed. They were never received. 
XX/XX/XXXX - My co-signer spoke with a rep who informed her that the loan was denied and new paperwork would be needed. She informed the rep that the paperwork that is being sent continues to be the same forms that were previously completed. The rep never offered to email or mail the updated/correct forms. 
XX/XX/XXXX A Rep ( XXXX ) from XXXX contacted my co-signer and my co-signer informed her of the issues we were having with trying to get the loan on deferment. XXXX assisted with getting a rep from American Education Services on the phone to get to the bottom of what was going on. The American Education Services rep again confirmed that one of the loans was approved and the other was not. He did offer to email the correct documentation and if completed soon he would expedite the paperwork. XXXX asked if a payment could be made that day and my co-signer informed her a payment of {$75.00} could be made the following day ( XX/XX/XXXX ). XXXX and the American Education Services Rep stated that if a payment could be made it would keep the loan from going into default. My co-signer further informed them both that the updated paperwork would be submitted first thing in the morning of XX/XX/XXXX. 
XX/XX/XXXX A call was made to XXXX at XXXX for a payment. XXXX did not answer the call and a voicemail was left. The call was never returned. 
XX/XX/XXXX the updated form and all applicable paperwork was faxed at XXXX Reviewed my account with American Education Services and it states that my account was put into default on XX/XX/XXXX. Which is the same day my co-signer was on the phone with both American Education Services and XXXX. I am truly upset as I have gone back and forth the American Education Services on several occasions as it pertains to my loans and now my credit and also my co-signer credit reflects that I have been negligent when I have tried to work with them. 

Attached you will find the original paperwork that was filed for both loans. Again, one was approved and the other denied with the same paperwork. You will also find the updated copy with the new form that was emailed and never mailed.

Company response to consumer: Closed with explanation