Consumer complaint received 2017-08-28
Company: AES/PHEAA
State: DC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
1. When I inquired about consolidating my loans in XX/XX/XXXX, I was not advised correctly. I have over $ 350K in student loans. A very, very small amount of the loan was taken out before XX/XX/XXXX. FedLoan combined all of my loans without advising me that doing so would disqualify me for the PAYE repayment plan. Had I known such a small amount would disqualify me from enrolling in a much more favorable repayment plan, I would have paid off that balance. 

2. I was due for recertification of my repayment plan on XX/XX/XXXX. 2 weeks prior to the deadline, I changed my last name with the Dept. of Education to reflect my married last name. After my last name was verified  and changed, I tried to fill out the recertification application but received an error message that I was unable to complete the application because the student loan servicer ( FedLoan ) has the incorrect last name. On that day, XX/XX/XXXX, I contacted FedLoan by telephone and informed its customer service representative that I needed to change my name right away because my loan recertification was due on XX/XX/XXXX and I was unable to complete the recertification because of the name mismatch. I was told a name change could not be done over the phone. I was told the only way to submit a name change was to login to their website and " upload '' an " other '' request and attach my driver 's license. I was not advised of any method to expedite my request. The website does not provide any space for a note or other way to let FedLoan know that I am trying to change my name. On that same day I emailed FedLoan and advised it that I had uploaded my driver 's license and would like my name changed as soon as possible as I was facing a deadline on XX/XX/XXXX. I never received a response to my email. On XX/XX/XXXX, I contacted FedLoan via their chat platform. I was told my request would be processed between 5-10 business days. The customer service rep this time told me she could expedite my request and it would be completed within 3 days. This was the first time I had been advised that expediting the request was an option. I asked her to expedite my request. Today is XX/XX/XXXX and my name change is still not completed. I received an email from FedLoan customer service stating that I had made an inquiry on XX/XX/XXXX, and if my issue is still not resolved, to reply back to the email but do not provide any personal identifying information. I replied back to the email and within several minutes, I received a response that said : " Thank you for contacting FedLoan Servicing! We look forward to addressing your concerns. However, we were unable to verify your account based on the information you provided. '' FedLoan 's staff often seem either unwilling or unable to provide any useful help or support. They often provide incorrect information or refuse to provide any help. 

I would like to know if there is anyway I can switch my servicer without effecting my repayment plan or my PSLF status. I 'm assuming it is too late for me to separate the consolidated loans that cause me to be ineligible for the PAYE repayment plan. If not, please advise. Finally, I would like to lodge a complaint about FedLoan and its lack of customer service.

Company response to consumer: Closed with explanation