Consumer complaint received 2018-07-23
Company: AES/PHEAA
State: FL
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint:
I have a private loan from the XXXX University XXXX XXXX processed by American Education Services. The loan was initially a federal loan, but due mis-filing and miscommunication on the school 's end, I was required to return the funds back to the school and then the school back to the government. Subsequently the school then offered the private loan to assist students for their mistake. I was given the understanding that the same terms that applied to the federal loan were the same terms that applied to the new private loan. My loan is now due for repayment and I am asking the lender for a forbiddence or modified-reduced repayment plan. I was pro-active and approached the lender in XXXX, months before my loan was due for repayment. I have been going back and forth filling out necessary paperwork since XXXX and they are still not able to provide me with an update about processing and the reduced payment. I am told every month that it will be fixed for the next month and now in XXXX am being told they do not know when they will have an answer nor can they provide me with a time frame. 
My timeline and communication is as follows : XX/XX/2018- replied to a letter received about forebearrance application ; Filled out XXXX XXXXXXXX XXXX XXXX XXXX XXXX ; provided current enrollment status with letter from XXXX University ( currently enrolled ) XX/XX/2018 - received another letter notifying me of interest capitalizing on loan. Called for update on forbearrance request told to wait. 

XX/XX/2018- Received a letter stating that my verbal request for a Modified Graduated Repayment Schedule has been approved. Additional details of repayment schedule will be sent under another cover. The same letter also mentioned monthly installment will be adjusted in accordance with each level of repayment and your verbal request for MGRS satisfies the requirement to modify loan terms in writing. The subsequent cover letter NEVER CAME! 

I contacted the American Education Services and they told me paperwork is in processing I should wait and will receive the addition details soon in the mail. I was told on the phone that beginning XXXX my modified payment would be $ XXXX/month for the first year and $ XXXX/month the second year and $ XXXX/month there after. 

XX/XX/2018 - Received the same letter stating that my verbal request for a Modified Graduated Repayment Schedule has been approved. Additional details of repayment schedule will be sent under another cover. 

At this point I contacted American Education Services and they told me that they never received a signed copy of " Amendment to Repay Terms. '' I signed and faxed the paperwork back. 

XX/XX/2018 - received XXXX 's bill in the mail. Payment was not modified. Called American Education Services and they said the paperwork had not been processed and to wait 7-10 business days. 

XX/XX/XXXX called American Education Services because per last phone call I was told paperwork should be processed by then. Was given a new date of XX/XX/XXXX, XX/XX/2018 called. Paperwork was still not processed but spoke with a lady who said she saw the paperwork in my file but it was never submitted for review, but that she would submit the paperwork and mark it with " EXPEDITE '' XX/XX/2018 called and was told paperwork was processed and sent to lender for review and it would take another 7-10 business days.

XX/XX/2018 - Received bill for XXXX. No modified payment. Contacted American Education Services, they said they are waiting on lender and can not give me a time frame any more.

Company response to consumer: Closed with explanation