Consumer complaint received 2017-12-27
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:
I transferred my loans over to XXXX XXXX XXXX in XX/XX/XXXX to start getting a count of qualifying payments for the XXXX XXXX XXXX XXXX. I always re-submit my income or a copy of my paycheck to ensure I 'm on the appropriate payment plan that qualifies for PSLF each XXXX. Knowing I would be transferring my loans to XXXX XXXX, I called both my current servicer, XXXX, and XXXX XXXX to ask what I should do about re-qualifying and transferring my loans. Both suggested I re-submit paperwork for the IBR request to renew my payment plan. I submitted this paperwork in early XXXX XXXX with XXXX, knowing my current plan expired in XXXX. Mid-XXXX XXXX, I had not heard about the transfer of my loans. I wanted to inquire that my IBR request was processed, submitted and being transferred with my loans so that I would not miss a qualifying payment due to the long process of transferring loans. XXXX said they were unable to view any of my loan information any longer since my loans were in the process of transferring to XXXX. XXXX says it takes 60-90 days for a transfer to go through and that they would not have any of my information until after that time. XXXX said that if I completed an IBR request prior to the transfer ( as I had done ), the request should send with my transfer and not be lost. OnXX/XX/XXXX my loans were officially transferred to XXXX. I called to inquire about my IBR request and they said they did not have one. My current payment plan expired at the end of XXXX XXXX and I needed to resubmit to see if I could continue on my plan. I had to submit a second XXXX request with my tax information. They said this IBR request would take another 60-90 days to process before I could make qualifying payments. I spoke with a manager and was able to get my IBR request expedited so that I would not miss a qualifying payment. At this time, I also asked to change my payment date from the XXXX of the month to the XXXX of the month. I put this request in on XX/XX/XXXX. The agent told me I would make a XXXX XXXX payment and then XXXX XXXX payment, then a XXXX XXXX payment. When I called on XXXX XXXX, XXXX they said my XXXX payment was no longer. Essentially, that I would be dismissed of my XXXX payment and not making another payment until XXXX XXXX, XXXX. This is burdensome because I am allowed to make a monthly PSLF payment each month. If I do not make a payment one month, my loans accrue interest. Since XXXX XXXX, XXXX I have called and spoken to 4 different supervisors requesting that I am allowed to make a XXXX payment, per my payment plan. Each supervisor says they will put in an email request, but no one is able to verify that these emails have been sent and I have not heard any response. XXXX says customers are not allowed to speak to those who approve requests, customers are not allowed to be cc 'd on emails to verify requests have been sent and there is no way for another employee at XXXX to confirm if an email request has actually been sent. Below are my notes regarding this issue. It seems fraudulent for them to prevent me from making a qualifying payment in XXXX. They say it can take 60-90 days to process a request to make a qualifying payment for a month. During this time am I supposed to accrue interest on their mistake? Why can XXXX decide to take a month of qualifying payment away? If changing your monthly payment date results in this, why is the customer not informed? This organization provides different information each time I call. I am given false information and receive no support in making solutions. Anything that is asked for takes 60-90 days for any type of response. 

XX/XX/XXXXCalled to ask why my IBR payment plan has not been processed. 
XXXX XXXX - Says she will expedite my IBR request since it was originally submitted in XXXX and lost when my loans were transferred from XXXX to XXXX. I also asked to change my payment date from the XXXX to the XXXX. XXXX says I will be making a payment on XXXX XXXX and again on XXXX XXXX. 

XX/XX/XXXXXXXX XXXX XXXX my next payment will not be until XXXX XXXX, skipping my XXXX payment. I asked to be transferred to a supervisor as I want to make a payment each month to avoid accruing interest and missing a qualifying payment for my PSLF. 
XXXX Ha - direct line XXXX ext. XXXX XXXX business days until my IBR monthly statement is processed. Says XXXX statements are not available until 20 days before. I would have to call back on XXXX XXXX to see if I have a XXXX XXXX payment. 

XX/XX/XXXX XXXX XXXX XXXX submit override request asking if I can make a qualifying payment in XXXX. I should receive a phone call from someone with XXXX within the next few weeks ( mid XXXX ). 

XX/XX/XXXX XXXX XXXX For this XXXX payment I was not billed. XXXX is going to email PSLF and ask them to bill me. The payment will either be the previous payment or the current payment. I have requested a call from XXXX with an update and XXXX is putting this in the email. XXXX says I should receive a phone call by next week. 

XXXX/XXXX/XXXX Been one week and have not received a phone call. 
XXXX XXXX Asked for him to transfer me to a manager. 
XXXX XXXX XXXX will email XXXX about creating a XXXX bill and will call me back by XXXX. There is a 15 day leeway to make payments for XXXX after the due month. XXXX says he can not verify that XXXX or XXXX put in a request for my XXXX payment. 

XXXX/XXXX/XXXX XXXX returned my call and left a message because I missed it. I called back and was connected with XXXX and then asked to be transferred to a supervisor. 
XXXX XXXX says she will be putting in another email request of the override request ( my XXXX request ) about my XXXX bill. XXXX says this will take 60-90 days. XXXX says I will not receive a call back until 30-60 days about the status of my request. There is no way for me to receive information or an update on my status in the interim.

Company response to consumer: Closed with non-monetary relief