Consumer complaint received 2018-04-19
Company: AES/PHEAA
State: OH
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
1.I re certified income on XX/XX/XXXX 2.I followed all directions on application/submitted extra payment information 3.XXXX stated they needed explanation to state exact income ( I do not have exact income ) 4.I followed the directions from customer service and submitted another letter immediately 5.Customer service then said I needed to create company logo and submit on company logo letterhead. I paid {$99.00} for logo and gave same day 6.Customer service then said letter needs to say " business owner '' and not " sole proprietor '' because it confused them 7. I then received notice my payment was almost {$700.00} even though I am a single mother of 3 and do not make this much XXXX. Customer service stated " sorry, our departments do not talk to each other. please just resubmit '' I did immediately. 
9. XXXX added over {$20000.00} to my loan for interest because the resubmitted application I submitted due to their mistake, is not " late '' 10. XXXX stated there was nothing they can do, so they used income from previous year. 
11. After no less than 20 hours on the phone, XXXX recalculated my income and payment was now {$130.00}. 
12. XXXX stated there was nothing they can do, I have to pay the {$700.00} or add it to my loan balance because " the computers will not let me update from previous month '' 13. I filed complaint. 
14. XXXX LIED and told you I never submitted the application XX/XX/XXXX 15. Complaint filed again. 
16. XXXX made excuse after excuse as to how this was MY fault now and I needed to pay or they would ruin my credit even though my XXXX was less than XXXX. 
Excuses included : 1. income submitted was too old ( less than 2 weeks old at time of application and more than required included ) 2. The initial letter was not typed ( nothing on application states this ) 3. The payments were not on set bi monthly schedule XXXX there is no law that states income payments must be set. I explained I was a contractor and was paid when I received work. ) Application does not state this requirement. 
4. Updated, late application did not have a " wet '' signature. 
( original application turned in XX/XX/XXXX contained a " wet '' signature only changed to typed when XXXX requested it. 
17. I send multiple emails and made multiple calls requested for XXXX to point to the section on the application stating any of the requirements they insisted I violated. I requested they how me what I did not included that was listed on the application as needed. THEY COULD NOT SHOW ME. 
18. At this point, XXXX became hostile and demanded I pay the {$700.00} now, add it to my loan, or they will ruin my credit. 
19. XXXX did take off the $ XXXX they illegally placed on my account, however ruined my almost perfect credit and have now cost me my practice I just opened. I can not obtain the business loan I was seeking due to this fraudulent remark. 
This was done in retaliation for them being made to take of the XXXX.

Company response to consumer: Closed with non-monetary relief