Consumer complaint received 2017-06-06
Company: AES/PHEAA
State: WA
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 wrote the following email to Fedloans on  XXXX   XXXX ,  XXXX .  <P/> " Message : To Whom It May Concern, I would like to renew my Income Based Repayment plan and have twice had my request rejected, on  XX/XX/XXXX  and  XX/XX/XXXX . I received the following message, " We received your request for an Income-Driven Repayment ( IDR ) plan. Unfortunately, we are unable to process your form at this time because your request was not complete. '' I got married since my last renewal, and my tax filling status has changed from " single '' to " married filling jointly. '' I was then asked to provide additional documentation of my income. On  XX/XX/XXXX , I submitted an application with my pay stub and my wife 's pay stub. This was rejected. On  XX/XX/XXXX , I submitted an application with our  XXXX  tax return. This was also rejected.  <P/> Please provide me in writing, through email, the exact additional documentation I need to process my application.  <P/> This is especially concerning to me since I am on an IBR and if I miss a payment or have to enter into another repayment option the interest on my loans will capitalize. I currently have {$190000.00} in loans an can not afford capitalization of the interest on these loans. '' Then on  XX/XX/XXXX  I got the following response.  <P/> " Thank you for contacting FedLoan Servicing!  <P/> Please accept our apologies for any inconvenience or confusion that this situation may have caused you. We wish to work with you to achieve successful repayment of your student loans.  <P/> However, the emails referring to the incomple te Income Driven Repayment ( IDR ) plan  applications were regarding the electronic applications you had submitted. We have since received a complete IDR application with a copy of your  XXXX  joint tax return. Once your request is processed, we will send you a notice with the results.  <P/> If your request is approved, it may take approximat ely 1-2 billing  cycles for your new repayment plan to take effect. You will need to continue to make your regular monthly payments until you receive your first bill with a new payment amount. '' Then on   XX/XX/XXXX   I received the following email " We will process your Income-Driven Repayment ( IDR ) recertification request once the final bill of your current schedule is generated on  XX/XX/XXXX .  <P/> Once we have processed your request, we will send a follow up email detailing your monthly payment amount or if we were unable to process your request.  <P/> Reminder : Continue to make your normal monthly payment amount. Your payment amount  may change, but we will notify you of the new amount and when it is first due. '' The delays of Fedloans has caused me harm in paralyzing my ability to making future plans as I do not know what my monthly payment will be in less than one month 's time. My payments could end up increasin g from {$730.00} to {$2200.00}, first due on  XX/XX/XXXX . This is according to a letter received from Fedloans on  XX/XX/XXXX . Additionally, their delays in processing my income driven repayment plan may cause direct financial harm and reduce my potential forgiveness.  <P/> I find this situation unacceptable violates my trust as compliant and thoughtful borrower.

Company response to consumer: Closed with explanation