Consumer complaint received 2019-12-05
Company: AES/PHEAA
State: GA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
After complaining in XXXX to the CFPB about this loan servicer exhausting my forbearance time period, AES grants me an administrative forbearance with no end time frame. No disclosures were ever sent to me to indicate WHEN my administrative forbearance would end. In XX/XX/XXXX, AES abruptly canceled this forbearance from XXXX and stated within 30 days my next bill would be due. Since I received that notice, I called AES frustrated and confused. I am currently a XXXX  student with one year left until graduation. I desperately needed that forbearance. AES chose to drop me without any notice from my forbearance, increase my interest rate, add in capitalization fees and also increased my bill from the disclosure amount of {$270.00} to {$290.00}. There was a bill since to me on XX/XX/XXXX DEMANDING I pay the {$290.00} by XX/XX/XXXX. That gives me approximately 3 days to begin budgeting for my due date, ABRUPTLY. I was also sent a notice of new loan terms on XX/XX/XXXX, two days AFTER I received a BILL stating I had 3 days to pay. To even further my frustration, this company could not provide me the documentation I requested. I called and spoke to a representative first, reference ID XXXX who was rude, and unwilling to assist and escalated to a supervisor who understood my complaint and was willing to assist ( Reference ID XXXX ). After being escalated the supervisor advised all my forbearance options or deferment options were truly exhausted a year ago in XXXX. They advised me that I had no other options and they had no documentation on file that could explain the timeframe in which I was given in XXXX to have a forbearance or deferment. I have received no documentation in which shows what TERMS my forbearance or deferment in XXXX was under and therefore am questioning the validity of the ending it so abruptly on in the month of XX/XX/XXXX. I also have concerns about my rights as a consumer. How can this private loan servicer send me a bill first, on XX/XX/XXXX requesting that I pay within 3 days of the bill on XX/XX/XXXX, then send me my new loan terms on XX/XX/XXXX and no explanation as to WHEN my loan forbearance or deferment ended or a time frame in which they agreed to in XXXX, shortly after reporting them to CFPB. So here I am again this year, with the same issue. They are harassing me with several emails, threatening to report me to credit bureaus and stating a new amount on my email notices. I will be negatively reported to the credit bureaus by XX/XX/XXXX if I do not get assistance with this company and this I feel is unlawful. I have enclosed all documentation in this claim, none of which was sent me to ever had any information that shows in XXXX when I would need to PREPARE or EXPECT for my forbearance to end. I am deeply upset that this private loan servicer has no record of WHEN my loan forbearance was truly ending and that I received no notice, only an ABRUPT BILL. 

*PLEASE NOTE THE ATTACHMENTS* AES failed to indicate when the forbearance that was given to me last year would end on the document packet they sent. I have requested this information from a rep and a supervisor and they advised me they would mail me a packet with this informatu=ion. On the documentation that they sent, it does not SPECIFICALLY INDICATE when my forbearance or deferment would end indefinitely. The document only provides the original terms of my loan BEFORE I requested any assistance. This shows they have ended my forbearance without any cause. I believe they are being deceptive. No one at AES can provide or locate where I was informed last year that my forbearance would end before I completed my last degree ( which ends within one year ).

Company response to consumer: Closed with explanation