Consumer complaint received 2016-03-11
Company: AES/PHEAA
State: PA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
XXXX XXXX, 2016 To Whom It May Concern : I am writing to request that the 60-day delinquency to XXXX student loan be changed ( I am the cosigner on the loan ). The account number is XXXX, and the loan is currently in a forbearance status. It was certainly delinquent, that I am not disputing. What I am disputing is the way to which this account has been handled, and the constant mixed messages my daughter and I have been receiving on the account dating back several months. 
Back in XXXX ( approximately XXXX/XXXX/16 ), my daughter made payment arrangements for the loan. On XXXX XXXX, she realized that her financial situation had not improved enough for her to be able to make a payment. She spoke to someone at AES who told her that she would be eligible for a repayment plan the details were as follows : Beginning on XXXX XXXX, 2016, for twelve months she would be making half payments of approximately {$60.00}. 
Without realizing that she was making payment arrangements on the same day, I made an online payment for the XXXX bill. When she told me she had made the payment arrangements and the arrangement she had just made pulled the loan out of default, she suggested that I should call to see if the payment could be cancelled. Shortly after speaking to my daughter, I called and spoke to a representative from AES who reviewed the notes, said that he could see this new payment arrangement, and that I could go ahead and cancel this payment. Based on information from this representative who clearly seemed to know what he was talking about, I cancelled this payment. 
On or about XXXX XXXX, 2016, I received a phone call advising that the loan was still delinquent. Neither XXXX of us received any official notice that the program my daughter entered into earlier in the month was not approved. Once I received this information, I spoke to the representative about her options. At this point, I am very concerned that the loan is coming close to 60 days delinquent. Had I known that the payment plan my daughter had entered into could have been denied, I would NEVER have cancelled the payment that I made on XXXX XXXX, 2016. 
On XXXX XXXX, 2016, my daughter made new payment arrangements, her and I both called on the XXXX to give my payment information. At this point, the loan was not even 50 days delinquent. I was assured that this was not going to be reported as 60-days delinquent, since the payment was made before that 60th day. It took an additional nine days for this payment to process and the deferment to be in place, and now this has been reported to my credit report as 60-days delinquent. I do not believe it ever was actually 60-days delinquent. 
My point is this, my daughter and I both communicated and THOUGHT we had made arrangements for this loan to be brought out of default long before it became 60 days delinquent. When XXXX calls in to speak to a representative, I believe it is imperative that the information we are given is true and accurate, this has not been the case for the past few times that we have spoken to representatives. 
The report of 60 days delinquent has caused my credit score to drop by more than XXXX points. As I am sure you can imagine, this is frustrating for me. I certainly understand that the debt was past due, however, my daughter and I both communicated regularly with AES and assumed that the information we had been provided was accurate, so everything was going to be " OK. '' Given all of this confusion, I have XXXX requests. First, please remove the 60-days delinquent notice from my and my daughter 's credit reports. Secondly, given these same issues, I would appreciate it if someone could review the situation and allow my name to be removed from the student loans that I have co-signed for XXXX XXXX. 
Your consideration and prompt response on this important matter is certainly appreciated.

Company response to consumer: Closed with explanation