Consumer complaint received 2016-05-21
Company: AES/PHEAA
State: WA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
I 'm currently enrolled in the Public Student Loan Forgiveness Program with Fedloan Servicing. Each year I submit income and employment verification. Fedloan Servicing sent me a letter dated XXXX/XXXX/XXXX stating " We must receive your application by XXXX/XXXX/XXXX. If we do not receive your application within 10 days of this date, payment will increase to {$530.00}, first due on XXXX/XXXX/XXXX. '' On XXXX/XXXX/XXXX, I faxed employment and income verification to ( XXXX ) XXXX. I have a copy of my fax transmittal sheet confirming that all XXXX pages were successfully sent. They sent me a letter dated XXXX/XXXX/XXXX stating " We reviewed your Income-Driven Repayment ( IDR ) plan form and denied your request for the following reasons. MISSING INFORMATION : We are unable to process your request since we did not receive all required pages of your form. Please make sure you fully complete and return the first XXXX pages of the form with any required documentation. Pages XXXX through XXXX can be kept for your records. If you prefer, you can apply online at StudentLoans.gov. '' They then sent me a letter dated XXXX/XXXX/XXXX, stating that my payment was increased to {$530.00}. I contacted their office and spoke to XXXX ( employee ID XXXX ). XXXX stated that they received all pages of my fax except for the first XXXX pages. He also confirmed that he received my pay stubs from my employer and that my pay stubs were sufficient for income verification as I had not yet filed my income taxes and therefore did n't have tax documents to send. He told me to re-fax the first XXXX pages and he would put a rush on the application. On XXXX/XXXX/XXXX, I re-faxed the requested documentation. XXXX never did put the rush on processing my application as he stated. Fedloan Servicing then sent me a letter dated XXXX/XXXX/XXXX stating " We reviewed your Income-Driven Repayment ( IDR ) plan form and denied your request for the following reasons.MISSING INFORMATION - SUPPORTING DOCUMENTATION NEEDED : To continue processing your request, please provide a copy of your most recently filed federal income tax return ( both sides if you filed Form XXXX or Form XXXX ) or tax transcript. If you filed your taxes electronically, please print a copy and send it to us within 30 days and we will continue processing your request. This was sent to me after XXXX told me that the paystubs were sufficient and two months after I originally submitted my re certification / income documents on XXXX/XXXX/XXXX. By this time I had filed my taxes and so I faxed the requested documentation to ( XXXX ) XXXX. I then received a letter dated XXXX/XXXX/XXXX stating " We reviewed your Income-Driven Repayment ( IDR ) plan form and denied your request for the following reasons.MISSING INFORMATION : We are unable to process your request since your application arrived damaged and/or illegible. 
The easiest way to reapply is online at StudentLoans.gov. If you prefer, complete and return the enclosed form with all required documents. I again contacted Fedloan Servicing and this time spoke to a supervisor. He was able to read the tax documents that I submitted and also reviewed the paystubs that I previously submitted and had the re-certification processed. They sent me a letter dated XXXX/XXXX/XXXX stating " {$110.00} which is first due on XXXX/XXXX/XXXX. Your new monthly payment amount is effective for all payments due between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. You are still responsible for any payments due before XXXX/XXXX/XXXX. About 3 months prior to XXXX/XXXX/XXXX, we will send you notification letting you know that you are due to recertify ( complete a new application and provide updated income documentation ). If you do not recertify or you no longer have a partial financial hardship ( PFH ), your payment amount will be {$530.00}. I feel that the payment for XX/XX/XXXX should be adjusted as I submitted the paperwork prior to the due date and they had all the needed information long before XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief