Consumer complaint received 2017-12-25
Company: AES/PHEAA
State: WA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I started the paperwork to have my consolidated HEAL loans serviced by American Education Services discharged earlier this year. I have been " XXXX XXXX XXXX XXXX '' since XXXX XXXX, XXXX, but continued to make payments ( always on time and over the minimum ) until starting the paperwork. Last payment was {$620.00} on XX/XX/XXXX. On XX/XX/XXXX, I spoke with XXXX ( # XXXX ) who instructed me to send my name, account number, date of birth, and social security benefit letter to XXXX. I was informed by the social security office that my review period would be too short for the necessary documentation, so I called again on XX/XX/XXXX. I inquired about an alternate process and was met with completely INACCURATE information from AES. I specifically asked if there were forms and XXXX ( # XXXX ) said I just needed a letter from me and a second letter from my physician stating that I was " totally and permanently XXXX. '' I immediately sent my letter and had XXXX XXXX, XXXX, issue a letter and he did so on XX/XX/XXXX. On XX/XX/XXXX, I was sent a set of forms to complete, despite my previous conversation denying the need for such forms. I called and talked to XXXX ( # XXXX ) and transferred to supervisor,  XXXX ( # XXXX XXXX, on XX/XX/XXXX. I filed a complaint that I had been given FALSE information by an AES representative and this was delaying processing of my claim. I completed the forms that day and forwarded them to XXXX XXXX for his part, which he again completed. Despite his thorough completion of ALL requested information, another notice was sent XX/XX/XXXX requesting copies of his " most recent evaluation. '' He promptly returned the requested paperwork. After not hearing any more from AES, I called on XX/XX/XXXX and spoke with XXXX ( # XXXX ) who said my case was " in review '' and " no additional documentation was needed. '' She also noted XXXX XXXX XXXX evaluation was received in XXXX. I had administrative forbearance through XX/XX/XXXX, but despite that, received a bill dated XX/XX/XXXX for interest in the amount of {$320.00}. I expected my forbearance to be renewed by the end of the month and did not render payment. I saw XXXX XXXX for a routine visit on XX/XX/XXXX and was surprised that he was anxious to complete additional forms for AES because I had not been notified that ANY documents were still needed! He completed them during that visit. I called on XX/XX/XXXX to inquire about my forbearance and the status of my claim and spoke to XXXX ( # XXXX ) and was transferred to supervisor XXXX ( # XXXX ). They were unable to find an agent who could assist me with the forbearance, were unable to identify my lender, and were unable to determine the status of my claim. They did verify receipt of the most recent form from XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX, I was sent a delinquency notice for the {$320.00} from the XX/XX/XXXX bill. I am FURIOUS!! This has been over 8 months and I STILL do not have a decision regarding my claim, a request for additional documentation, nor any other information. I should not have to make ANY additional payments. I have already overpaid during 3 full years of XXXX! XXXX XXXX and I have completed ALL requested forms promptly! I would like to have the loans discharged, the delinquency removed from my record, and no further harassment from AES!

Company response to consumer: Closed with explanation