Consumer complaint received 2016-07-06
Company: AES/PHEAA
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
Fed Loan servicing has continued to incorrectly service my federal loans for several months, despite my continuous calls to have them correct my account. I sent in my re-certification for my IBR payment plan on time, however, I have a significant change in income. I was approved for {$530.00} on XXXX/XXXX/16. On XXXX/XXXX/16, I submitted a form to have Fed Loan re-consider the amount I was approved for under the REPAYEE plan. On XXXX/XXXX/16, I was told that Fed Loan was unable to process my request. I called and was told that I needed to submit the form again which I submitted again with XXXX more paystubs on XXXX/XXXX/16. I was told that they are backed up and that it would take time for them to review my account, therefore, I could either may a payment under the standard repayment plan which is approximately {$2700.00} or I could submit another form for a special reduced payment forbearance where I would pay only {$5.00}. I was approved for the special forbearance on the phone and I was told to wait to make my {$5.00} payment until XXXX/XXXX/16, which I did. On XXXX/XXXX/16, I received a notice stating my reduced payment forbearance was approved. I made my {$5.00} payment on XXXX/XXXX/16. On XXXX/XXXX/16, I received a notice stating my payment was late. I called immediately to find out why my account was showing as late and was told to ignore this. On XXXX/XXXX/16, I was approved for the REPAYEE plan and I immediately made my payment of {$360.00} on XXXX/XXXX/16 - which was early as the letter stated my payment was due on XXXX/XXXX/16. However, my account still shows as delinquent. I have called several times regarding this and have been told different things everytime. I made a call on or around XXXX/XXXX/16 and was told that after my payment due date of XXXX/XXXX/16, my account would reflect my {$360.00} payment and it should no longer show as delinquent. I was also told that I needed to make another {$5.00} payment because Fed Loan never applied my forbearance to a few days in XX/XX/XXXX, that it was only for XX/XX/XXXX, even though I had called and applied in XX/XX/XXXX. I made that {$5.00} payment immediately on XXXX/XXXX/16. I waited until XXXX/XXXX/16, however, it still showed as delinquent. I called again and now demanded to speak to a supervisor. That supervisor told me that all the prior representatives I have been speaking to over the last few months have given me wrong information. She assured me that she would correct my account, that I indeed have been on a forbearance and my account should never have been delinquent. She assured me that in a few days my account would be corrected. However, my account is still showing as delinquent at 36 days past due and my payment amount due is for {$530.00}, which is incorrect. My payment due should be {$360.00} and not due until XXXX/XXXX/16. In addition, I have asked several times whether Fed Loan has reported to any credit bureaus any delinquency and have been told they have not. I have refrained from making a complaint, but this is now absolutely unacceptable. Fed Loan needs to correct my account immediately.

Company response to consumer: Closed with explanation