Consumer complaint received 2017-06-22
Company: AES/PHEAA
State: WA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
My complain is regarding FedLoan Servicing ( myfedloan.org ) Interest payments were not applied to my account properly. It took several months and many calls to get the account in order. However, the XXXX was never updated to reflect the accurate amount of interest paid for XXXX. As a result I had to file an extension on my taxes. As ofXX/XX/XXXXI have still not received an accurate XXXX. I call customer service regularly and am consistently told they are 'working ' on it but do n't know when it will be completed. I was anxiously awaiting a tax refund which has now been delayed by over 6 months and has caused significant financial hardship for me. Below is a log of my attempts to get the situation resolved.
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Called Customer Service on XX/XX/XXXXCustomer Service Employee ID XXXX Reviewed payment from XX/XX/XXXXReversing payment away from principal to interest only Will call back with revised interest statement Called Customer Service on XX/XX/XXXX XXXX XXXX PST Customer Service Employee ID XXXX XXXX Interest capitalized incorrectly because interest payment was not applied to account Says he will submit requests for both interest only payments to be corrected and should see this change within 10 business days.
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Tax statement will obviously be wrong too if it does n't reflect correct interest payment. He says nothing can be done until the system catches up with the correct payments and new statements are issued.
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Call on XX/XX/XXXX Escalated to Financial management No resolution or timeframe for corrected XXXX FedLoan rep says it should be resolved within 10-15 days Call on XX/XX/XXXX XXXX Employee ID XXXX XXXX Confirmed that It has been escalated to financial management but added more specific notes Spoke with an escalated rep. and will send him and email w/ account #, he will forward it on to financial management he will forward case Rep suggests to call back onXX/XX/XXXX to confirm corrections were mafe XX/XX/XXXXXXXX PST XXXX  Employee ID : XXXX She can submit a review. Asked her to talk through her notes and read them to me.
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Rep. says should be corrected within 5 business days XX/XX/XXXX Employee ID : XXXX Tax Request tax recalculation again No explanation but transferred to : XXXX Employee ID : XXXX Escalated request alledgedly submitted by XXXX Ask for escalated rep when you call back on Thursday XX/XX/XXXX XXXX 35 minutes and 45 seconds XXXX ( supervisor ) More reference folks in 'financial management ' who need to take care of it. And are working on my case. She was able to give me her direct line XXXX XXXX supervisor : XXXX ( direct line ) Employee ID XXXX Rep. denies my request to CC on email Rep. denies my request for a conference call with XXXX XXXX.
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Called on XX/XX/XXXX to follow-up left VM Call from Supervisor onXX/XX/XXXX Says she is well aware of my case ( I leave 1-2 VM per week ) and she is doing everything she can to have it resolved.
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XX/XX/XXXX XXXX XXXX Left Vm for Supervisor, requested for steps to file a formal complaint XX/XX/XXXX XXXX XXXX Left VM Left Vm for XXXX, requested for steps to file a formal complaint XX/XX/XXXX XXXX XXXX Left VM with request for steps to file a complaintXX/XX/XXXXFile complaint with CFPB

Company response to consumer: Closed with non-monetary relief