Consumer complaint received 2017-03-08
Company: AES/PHEAA
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
From XX/XX/XXXX to XX/XX/XXXX, I applied and received XXXX Parent PLUS loans to help with my XXXX children 's college tuition and expenses. In XX/XX/XXXX I consolidated several loans and ended up with XXXX separate loans. In XX/XX/XXXX, I had decided to refinance all loans, since I was finished needing money for my children 's college. My bank, XXXX, wanted me to get preliminary numbers, so on XX/XX/XXXX, I called FedLoan Services to get payoff amounts for the remaining XXXX accounts. After all paper work was gathered, I was approved for the loan and on XX/XX/XXXX, I had a 3 way call with FedLoan, XX/XX/XXXX, and myself. XXXX was a third party hired by XXXX to collect and verify the final amounts due on each loan so those amounts could be included in the loan documents for closing set for XX/XX/XXXX. My only responsibility on the XX/XX/XXXX phone call was to give FedLoan permission to give the final XXXX payoff amounts to XXXX XXXX. Our loan closed on XX/XX/XXXX, on schedule. My phone records show I made 2 calls to FedLoan on the afternoon of XX/XX/XXXX. Although the purpose of those calls was to verify the correct wire transfer information so the title company could pay the loans in full as quickly as possible, FedLoan insists that those calls were made in order to get a lump sum payoff amount. Since the loan had already funded at XXXX that morning, a payoff amount was not necessary. The bank was paying the loan, not us and the bank verified the amounts due previous to closing. I am attaching a copy of the XXXX XXXX XXXX given to the bank showing each loan and the payoff amount. The monies to pay the XXXX loans in full was wired on XX/XX/XXXX. A few days later I checked online to make sure my loans had been paid off and was surprised to find they had not. I made several phone calls inquiring as to why the loans still showed a balance and no one could tell me why. On two different occasions the representative I spoke with told me I had accrued {$14000.00} in interest in two weeks which is ludacris! No one could explain where the balance came from. I continued to contact FedLoan Services and ask for supervisors. I spoke with a couple of them who would then call me back and leave messages with no way to contact them. I was finally able to file a formal case for review. That case has now been reviewed by the same person named " XXXX '' twice. He has offered absolutely no explanation as to where the additional amount due came from and why it was n't given to the bank. Although he has provided by email a chart with all XXXX of my loans and info, it does n't match any of the information they provided XXXX XXXX so it is impossible to see where the problem is. I have asked for recordings of phone calls or transcripts at the very least. I have repeatedly asked for an accounting to be given so that I can understand what has happened here and he has provided me with NOTHING. I have even asked that they at least stop charging me interest until this situation is resolved and the interest continues to accrue daily. I have asked that my case be reviewed a third time in hopes that they will provide some explanation as to why I still have principal and interest due on these loans.

Company response to consumer: Closed with explanation