Consumer complaint received 2017-05-01
Company: AES/PHEAA
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Well over a year ago I requested to be switched to a different repayment plan ( REPAYE ). It took nearly   XXXX   months. After asking for help from the BBB, a  FedLoan Borrower Advocate  began case managing my case. Although friendly and courteous, his help has n't really changed anything which may not be his fault either. Through him, I requested further review of my account regarding the amount of lost time spent awaiting the processing of my application to switch to the REPAYE plan. I originally submitted my application the evening of  XXXX   XXXX  and  XXXX  days had past until misled action on my part reset the entire process. While only desiring to provide my family 's updated AGI ( following completion of taxes  XXXX  as it was drastically different from the previous year 's (   XXXX   XXXX   XXXX   and lost income due to   XXXX   XXXX   and new job ), this apparently trumped my original application to REPAYE and wiped it all away. There was no warning or guidance during that process that suggested this would occur. I called and spoke to a  FedLoan  rep thereafter and resubmitted my application for  REPAYE  and an expedited request was allegedly made.  XXXX  days later on  XXXX   XXXX , my   XXXX   payment reflecting the  REPAYE  plan was due. Everything I had read regarding the REPAYE application process suggested that the process can take  XXXX  days. Had it been a week or  XXXX  longer in either instance, I would n't have said anything. However, given the fact that my  wife  applied the very same evening and was approved by  XXXX , in addition to the exorbitant amount of time that was spent processing my application, this is unacceptable. We are both  XXXX  and have a young family to care for. On top of the accrued interest, we have lost a great deal of potentially applicable months towards  XXXX . While I find it incredibly unfortunate that the accrued interest can not be addressed, I firmly believe that an exception should be made regarding the months that could have counted towards my  XXXX . I have never missed a payment, been late, nor did I even opt to pay nothing during the ( " extended '' ) forbearance periods that were inexplicably a part of the REPAYE application processes. All documentation requested of me has been submitted in a timely fashion, and yet my young family and I have been and will continue to be impacted by the amount of time lost awaiting for my REPAYE application  XXXX   s  ) to go through.     On   XXXX   XXXX   XXXX  , I formally requested an exception be granted regarding the amount of potential PSLF months lost during the time period between    XXXX   XXXX   XXXX      and  XXXX   XXXX ,  XXXX . I understand that this exception can not be solely granted by FedLoan, and that other agencies must be involved. My family and I hope and pray that all parties involved can efficiently arrive at a decision that could make a significant difference in our lives going forward. To date, I am still waiting and have had to reach out on my own in attempt to get some kind of update. This is beyond absurd. I am sure the issue here is much more systematic than lying just with FedLoan. But frankly, I do n't care. This issue began with  FedLoan  and will likely end with them, whenever that is.     I 'm at a loss. This also does n't exactly invoke confidence for when I am actually ready to have my loans forgiven.  XXXX  knows what problems will arise then.

Company response to consumer: Closed with explanation