Consumer complaint received 2017-06-16
Company: AES/PHEAA
State: MT
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I have been paying my student loan monthly payment with an XXXX XXXX Award since XX/XX/XXXX. My payment is due on the XXXX of each month. After the XX/XX/XXXX payment of {$200.00} ( accepted by the institution on XX/XX/XXXX, per the XXXX website ) my FedLoan account began telling my that my payment was past due and my loans entered delinquent status. On XX/XX/XXXX I submitted another payment of {$200.00} for the month of XXXX ( accepted by the institution on XX/XX/XXXX, per the XXXX website ). I was thinking that perhaps FedLoan was taking longer to process and that if I submitted the payment earlier it would fix the issue. By XX/XX/XXXX there was no change to my account status so I called the FedLoan customer service number. The representative that I spoke to was less than helpful telling me that it was my fault and that I needed to make the payment now over the phone. That phone call lasted 11 minutes and no resolution was reached. <P/>At that point I decided to let the payments process for a little longer. My account said I was still delinquent although for a different number of days. On XX/XX/XXXX I submitted another payment of {$200.00} ( accepted by the institution on XX/XX/XXXX, per the XXXX website ). On XX/XX/XXXX I called FedLoan again because my account was still delinquent from the XX/XX/XXXX payment. This phone call lasted 28 minutes and was slightly more helpful it seemed. The representative looked through my account and realized that the XX/XX/XXXX payment was " missing ''. She spoke with her supervisor and they sent in a request to find out where that payment was. She told me it could take up to 30 days for a response and that I would n't receive any information in the meantime. <P/>I gave it a week. On XX/XX/XXXX I called FedLoan again. The initial representative said she saw the request to XXXX for another payment and that it had been sent on XX/XX/XXXX. I told her that was incorrect and that FedLoan should already have the payment. All payments ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX) had been accepted and the balance of my education award was reflecting that. She transferred me to a higher up representative. He told me that he saw that the XX/XX/XXXX payment was missing and looked in some " suspended file '' to see if was there. It was not. He did mention that he saw my XX/XX/XXXX payment was processing to which I told him that was ridiculous because I had not submitted a payment for XX/XX/XXXX yet, but that FedLoan had just accepted the payment I made for XX/XX/XXXX. I informed him that I was becoming very frustrated because all of these payments had been made, the money withdrawn and accepted, and yet FedLoan could not apply them correctly and seemed to have lost a payment. At the advice of this representative I uploaded the receipts for my payments - XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to my FedLoan account. This phone call ended with him saying he would email the treasury about the missing payment and he would personally follow up with me at some point ( no date was given ). <P/>As of now, XX/XX/XXXX I have received no communication. My account is now 22 days overdue and I still owe FedLoan {$410.00}, due on XX/XX/XXXX. There is no continuity in the customer service that I received and the people I spoke with were unable to provide any useful solution. I asked to be transferred to the people who dealt directly with the XXXX payments and was told that could n't happen. At 90 days these delinquent loans will affect my credit score despite the fact that I have paid the due amount.

Company response to consumer: Closed with explanation