Consumer complaint received 2016-10-14
Company: AES/PHEAA
State: WA
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:
I have a joint student loan with my ex-wife and we are in the Public service loan forgiveness program. The loan was transferred from XXXX to Fedloans two years ago. Ever since we have received terrible customer service. We excite different advice each time we call. Now I do most communicating I writing but at times they do n't even respond to my messages on their " contact us '' section. Furthermore there is no way to track my sent messages and their replies. The messages vanish after a set amount of time. I have lots of documentation about the problems we have endured. We applied for the REPAYE plan in XXXX from Fedloans. We received approval and new terms in XXXX. A standard payment was assessed one month for @ {$2400.00} which I was told was part of the transition to a new plan. I made several calls to the servicer about this amount and was told it was being reviewed for a forbearance and would likely be granted since we are in the PSLFP. I called again XXXX XXXX and was told that an application for the forbearance had never been received. That is the first time we were told we needed to apply for the forbearance. Prior to that date other reps told us it was happening as part of the REPAYE submittal and not to worry about it. The nest day on XXXX XXXX we submitted all documentation and was told it would be reviewed promptly. This was on day XXXX into being late on the amount. I found out today that we had been reported Fedloans reported as delinquent to credit bureaus even though we were told this would not happen. Today I was told it would take 30-60 days to remove the derogatory statement from our credit once the forbearance decision was made. We have made all monthly payment on time since XXXX while waiting for the forbearance. Had we been told in XXXX we needed to apply for the forbearance we would have then. We never received this requirement in writing and was told the opposite by Fedloan reps that ithe forbearance was being reviewed as part of the REPAYE application. The REPAYE application has a place on it to request $ 5 monthly payments during the review period to avoid any forbearance amount. I have also received several calls from Fedloans about the amount past due and when I told the rep we were waiting on Fedloans for a decision the rep acted surprised until they reviewed our account. Not only did we wait 4 months for our REPAYE review we now have a derogatory credit report at no fault of our own. Please help us resolve the credit reporting issue. I am in the middle of refinancing my home and this has impacted that process. I would also like to have our loan transferred to another servicer. Never before with any other credit product I have I seen this type of customer service. Students loan XXXX are so hard to decipher unless you 're an attorney. Often times I know more about the programs than the services themselves. Please help us.

Company response to consumer: Closed with non-monetary relief