Consumer complaint received 2021-05-15
Company: AES/PHEAA
State: TX
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 consolidated ALL of my student loans and set them up on the REPAYE plan ( revised pay as you earn plan ) on XX/XX/XXXX. After consolidating, the consolidation loan was moved to FedLoan Servicing. 

Everything was going fine until I noticed one day that my account information had changed. FedLoan Servicing had separated out my one consolidated loan into two separate loans in my online account. The separation was done by whether or not the loan was subsidized or unsubsidized but the problem is the payments were not reflecting the same amount of payments which previously they had been. 

Of course, I have always made my " one '' payment each month so FedLoan had been correctly applying the payment to my one loan and then to my new two loans. The payments on both of these FedLoans should ALWAYS be the same number. The whole purpose of consolidating is that you are making " one '' payment on " one '' loan. 

On XX/XX/XXXX at XXXX, I called and spoke with " XXXX '' and his rep ID is XXXX. I explained to XXXX that my payments were no correct because one FedLoan is showing 28 payments and the other is showing only 25. I told XXXX that they should both be showing the same number of payments of 28. 

XXXX explained to me that the reason my Loan # 1 and # 2 are not accurately showing the same amount of qualified payments out of 120 payments is because XXXX on XXXX of XXXX and on XXXX of XXXX put an extra XXXX on my unsubsidized loan ( loan # 1 ) and took away a XXXX on my subsidized loan ( loan # 2 ) and therefore ; they portioned it out incorrectly. 

I immediately requested for the obvious " error '' to get corrected. On XX/XX/XXXX I called back and spoke to XXXX ID : XXXX. I was under the understanding that this error would be corrected quickly but XXXX told me that my case was under review and XXXX did confirm that both loan 1 and 2 should show the exact same payments made. I again requested for the error to be corrected immediately. 

On XX/XX/XXXX I spoke with XXXX, her rep ID is XXXX. She was not much help. She told me that the people that are closest to reaching their 120 payments made take priority, and that there is a lot of manual calculation in these cases. 

Please note, when I make 120 payments, the remaining of my loan balance is supposed to be forgiven since I am an XXXX. 

On XX/XX/XXXX, I spoke to XXXX, and her rep ID is XXXX. She said she could not help me and she had to transfer me to the PSLF ( public service loan forgiveness department ). I was then transferred to XXXX, and her rep ID is XXXX. XXXX told me the review is still open, and the discrepancy happened in XXXX and XXXX of XXXX with XXXX, and that the name of the department that reviews the XXXX records is Treasury Management with FedLoan Servicing. 

XXXX told me that there is no turnaround time on these reviews, and that someone would call me when my case is reviewed and not email me. Then she said I would get an email if I have elected paperless. 

I am tired of getting the run-a-round with this agency. They have admitted with multiple people that there is an error on my account and that both of their loans on my account should indeed be showing the same number of payments ( 28 ). This is a lot of money and this is an easy fix to me. 

I should not have to wait until I'm closer to the 120 payment threshold for someone to correct my account. It seems like the longer I wait the greater chance for FedLoans to forget or not remember what is going on with my account. 

I need my account corrected to reflect that both of the FedLoans have the " same '' number of payments. Again, I am making one payment each month which is then split by FedLoan Servicing between my subsidized and my unsubsidized loans. There is no way that these two loans should be showing different amounts of payments. One is showing 28 payments made and the other is showing only 25 payments made. 

Sincerely, XXXX XXXX, XXXX.

Company response to consumer: Closed with non-monetary relief