Consumer complaint received 2017-06-28
Company: AES/PHEAA
State: OK
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
I graduated from XXXX XXXX in XXXX and since then I have worked continuously as an XXXX for the XXXX XXXX XXXX. In XX/XX/XXXX I consolidated of my Federal Student Loans ( about {$130000.00} ) through Direct Loans under the Income Contingent Repayment ( ICR ) program so that I would qualify for the Public Service Loan Forgiveness Program after 10 years of repayment. For the past 6 years I have made all of my payments faithfully. It is my understanding that the Direct Loans program was ceased and all federal student loan servicing was passed to XXXX XXXX, which was then passed to XXXX. During each transition I have continued to pay faithfully. During a routine customer service call recently with XXXX I was informed that my loans were not on the ICR program and that I would not qualify for the Public Service Loan Forgiveness program. I was told that when Direct Loans was ended and the servicing was transferred to XXXX XXXX and then to XXXX, that my loans automatically reverted to a standard repayment program. Which makes no sense at all because XXXX XXXX and XXXX ca n't possibly change the terms of my repayment program unilaterally without any sort of notice to me. You can see in the document I attached from XXXX there are highlighted references to me being an ICR borrower. In order to start to untie this mess I asked for XXXX to produce a copy of the terms of my loan and the Promissory Note from the consolidation in XX/XX/XXXX. ( Which is the promissory note that underpins my obligations. ) Numerous times XXXX customer service reps have claimed that XXXX does not have a copy of the Promissory note or the terms of the loan given in XX/XX/XXXX and that I would need to secure it from the Department of Education. As the servicer of this debt though, XXXX is required to be able to produce proof of the debt they intend to collect, right? Meanwhile the DoE is claiming that they do n't have any copies of the Promissory note  or the terms of the loan from XX/XX/XXXX and that I would need to contact XXXX. So each party is pointing the finger at the other and no one seems to actually know the terms of my debt and repayment. After contacting the XXXX office for client advocacy and trying to make headway with my case there, my loan servicer was suddenly changed again to Fedloan servicing. Then suddenly I received notice that the terms of my repayment had been altered and I was provided with a standard repayment schedule at ~6 % interest. But the notice to me had not indication concerning WHAT had actually changed and what the terms were before the change. In addition Fedloan servicing also seems to have no idea about the fact that I was under an ICR program dating back to XX/XX/XXXX. I really need some help here. Qualifying for this program could means tens of thousands of dollars if not more than one hundred thousand dollars. Please help me to untangle this mess so I can complete my payments and put this debt behind me. Thanks very much in advance for your help.

Company response to consumer: Closed with explanation