Consumer complaint received 2016-04-20
Company: AES/PHEAA
State: TN
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
Every year in XX/XX/XXXX I have to send in all my paycheck stubs/XXXX to have my student loan put into a deferred status. In 2015, like every year, I sent in all my information to have my loans deferred. It was n't until XX/XX/XXXX/XX/XX/XXXX that I was notified that there was a problem, and it was n't from FedLoans Servicing. A company I pay to monitor my credit sent me a letter stating that there had been a significant change to my credit. I logged onto XXXX and saw XXXX outstanding loans debits from FedLoans. When I called them and inquired as to what was going on, they said they never processed my paper work and that I would need to resend it. So I sent everything in again and was told to make sure it was Back Dated to XX/XX/XXXX. They responded and said I was declined because I made too much money, but on the deferment form that I signed and sent in, it had a list of income limits and family size to qualify for the deferment and I met those requirements. So I resent all the information in to FedLoans again with a letter stating that I felt an error had been made because I know I 'm below the limit. So in addition to a check stub, I had my employer write a letter stating my income to add to the deferment request. I was declined a second time because my pay check stub and letter from employer was current, and since I had backdated to XXXX 2015, they needed my financial information for that time frame as well. So I resent the deferment request with my paycheck stub from XXXX 2015 as well as a Paycheck stub from that current month, as well as another letter from my employer stating my pay rate at the time of XXXX 2015 and for the current. AND YET AGAIN, I was declined because I had no proof that I was actually a full time employee, even though it showed 40 hours worked on my paycheck stub, but just so I could say I complied 100 %, I resent the deferment form for a 3rd time with both paycheck stubs, XXXX from XXXX 2015 and XXXX current with the " full time '' status and " hours '' worked sections circled and highlighted on the stubs, and had my HR office write ANOTHER letter that stated my pay in XXXX 2015, my pay currently, and documented that I was a full time employee in XXXX 2015 and as of current. And without surprise, I was declined again, because they said I do n't meet the income requirements. Right back to square one, the original reason I was declined. Because I KNEW this was incorrect, I had cooperated completely with EVERY request, and I felt like I was intentionally being declined so that more fees and penalties could be tacked on because the issue was n't being resolved. I was prepared to seek legal action because I felt someone was screwing me over and like said, it would seem as if I was being declined to the benefit of the company and not based off the documentation provided. I resent everything that I had sent in the 3rd deferment, nothing more or less, with a letter saying that I knew an error had occurred and that someone clearly was n't doing their job, and that I was seeking legal advice on how to handle the situation. I was approved the next week using the EXACT same information I was previously declined for. 
I would also like to add that I requested to be called each time, and I even called and had the primary form of contact changed to phone, yet I was NEVER once contacted except through FedLoans messaging Service, not even to my personal email. 
So I waited, and waited for my credit to be adjusted, seeing how that was what was most important to me, and all that was adjusted on my credit is that they moved it from a " delinquent '' status to a " current '' status. Now my credit report reflects that I have XXXX missed payments that are +120 past due. I asked them how to handle it and they said to mail in all supporting documents. XXXX pages of proof later, with a contract back dated to XX/XX/XXXX, they said my credit info would not be changed.

Company response to consumer: Closed with explanation