Consumer complaint received 2017-06-20
Company: AES/PHEAA
State: DE
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:
I am writing you in regards to dispute with the federal contracted agency FedLoan Servicing. I am a XXXX XXXX XXXX with the XXXX XXXX XXXX XXXX. I am currently repaying my higher education student loans working towards Public Loan Forgiveness program through FedLoan Servicing. I have begun repaying my student loans for appropriately two years through FedLoan Servicing.
I received email correspondence that I needed to recertify my Income Driven Repayment Plan ( IDR ) with FedLoan Servicing in XX/XX/XXXX. I had until XX/XX/XXXX to turn in the recertification documents into FedLoan Servicing for processing. I attempted to log into the StudentAid.gov website on weekends ofXX/XX/XXXX -XX/XX/XXXX and XX/XX/XXXX -XX/XX/XXXX during both attempts the website was down the entire weekend for updates. I was able to successfully complete my IDR application on XX/XX/XXXX but StudentAid.gov could not access my tax information electronically  from the IRS. I had to print and mail my application and tax information to FedLoan. I received email confirmation that FedLoan received my hard copies on XX/XX/XXXX and that within the next 10 days my request would be reviewed. The email also stated that a follow up email would be sent and any additional actions needed. My IDR was not processed until XX/XX/XXXX at XXXX XXXX according to my automated email. I called FedLoan on XX/XX/XXXX around XXXX XXXX due a payment of a little over {$1900.00} due on XX/XX/XXXX. I called to find out why my IDR was not processed and request a forbearance to assist with payment. The forebearance was placed on my account so it would remain in good standing. My IDR application was finally processed and I had a new repayment amount {$260.00}. During the time my IDR application was being processed my principal loan capitalized interest a little over {$15000.00}. I called FedLoan Servicing and spoke to a customer service representative as well a supervisor who informed me I should not worry about the capitalization on my principal loan as I would not have to repay it. I informed both representatives of FedLoan Servicing that the government would be paying for this additional amount on my principal loan should the Public Service Loan Forgiveness program still be available to borrowers. The supervisor informed me that the PSLF would still be available to people who apply before year XX/XX/XXXX. The supervisor also informed me that other borrowers have had their principal loans capitalize as well due to the time it takes to process it from FedLoan. I requested a formal review of my account and was informed a decision should be given by XX/XX/XXXX. I was informed to call back on XX/XX/XXXX and at that time I was informed my request was still being considered. I called back on XXXX XXXX and there was not a decision made at that time. On XX/XX/XXXX I received a decision that the removal of the capitalization on my principal loan was denied. I requested a letter for the denial and notification that PSLF would still be available to me. I did not receive such letter until XX/XX/XXXX after calling on XX/XX/XXXX to find out when my letter would be sent out. On XX/XX/XXXX I spoke to XXXX ( customer service rep supervisor ) and XXXX ( customer service rep ), XXXX informed the letter I requested would be processed that night and sent via email. XXXX informed me the letter I requested usually takes 3-5 business days to process. I originally requested the letter on May 23rd.

Company response to consumer: Closed with explanation