Consumer complaint received 2017-08-13
Company: AES/PHEAA
State: ID
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint:
Around XX/XX/XXXX, I noticed that one of my loans could fully be paid off with my then-current paycheck. That month, instead of paying the minimum amount for each loan, I paid one of the loans back in full, while paying the minimum amount due on the others. The month after that, the payment amount due for that specific loan showed up in parentheses. I did n't know what the parenthetical meant. I assumed that it meant I had overpaid by that amount and that it was due to me as credit. The next month, I was still unsure about the loan amount in parentheses, so I just used the option to pay the minimum amount due on all of my loans. I noticed that this increased the amount in parentheses. So I stopped paying that loan all together. In XX/XX/XXXX, I checked in to my FedLoan account to see the amount due for XX/XX/XXXX. I stated an amount of XXXX. I had been paying back my loans on time and I also had applied for some financial hardship deferment earlier this year, but I was n't sure if that had gone through since some months showed an amount due and other months showed {$0.00} due. But in any case, it stated that I owed {$0.00} for XX/XX/XXXX. A few days after this date, I double checked my account and this time it said that my payment was 6 days late and that I was in delinquency. When I called Fedloan Servicing to inquire about this, I was met by one of their employees, XXXX. I did n't write down his employee ID number because I did n't think I 'd need it. When I explained my situation to XXXX, he was incredibly unhelpful. I repeatedly told him that I was seeing an amount due in a parenthetical, but he kept telling me that since he was n't seeing that on his screen that I was wrong. It was like talking to a wall. I respectfully told him that there must be a glitch in the system because I am seeing the parentheses. He simply said that he was n't seeing it so it must not be true. At this point, I asked him to redirect me to his supervisor. He became silent. I then politely asked for his employee ID number again. He ignored this request and told me that he would direct me to his supervisor. When I asked him again for his employee ID number he became completely silent. He then put me on hold saying that he was directing me to his supervisor. Now, I had called them around XXXX EST. Their hours are until XXXX EST. XXXX put me on hold just long enough until it became XXXX EST then promptly hung up the phone. I apologize my situation sounds so convoluted. To be honest, I am confused as well. But I think that is just a reflection of the way FedLoan Servicing is handling my loans and its repayment. I make payments on my loans on time and have been a good client. They are using confusing symbols on their page with no explanation and posting false amount dues on their page, thereby forcing clients such as myself to go into delinquency. This is affecting my credit score and I do n't know how to solve the issue. Please let me know if I can clarify this more. I am happy to work with you to resolve the matter.

Company response to consumer: Closed with explanation