Complaint sub-issue: Can't get flexible payment options

On or around XX/XX/2017 I received a letter from AES as I am a co-signer on a student loan for XXXX. The letter stated that AES acting on behalf of XXXX did not receive all the necessary documents in time to be considered for a Long Term Loan Modification. When I spoke with XXXX she explained she provided the required documents including her most recent paystubs and a XXXX, along with documents of her various bills ( rent etc ), and her other student loan payments. On XX/XX/2017 I called the number on the letter and spoke with XXXX about why AES did not receive the documents timely and what are the requirements including deadline requirements for a Long Term modification. XXXX informed me the reason for the denial was the co-signers proof of income and paystub information was not provided. This response contradicts what the letter said. I was then informed the account was 21 days past due, with no mini miranda or other disclosures, which I told XXXX I did not call about payment. I asked what are the requirements and why would my, the co-signers payment information, be needed for a repayment plan. XXXX informed me, because I was legally responsible, but still could not provide information on this Long Term modification. I explained the difference b/w a co-signer versus a co-borrower and that I would disagree with him. I further explained I have not once seen a monthly billing statement and the only time I get notice is when I receive a collection notice if XXXX failed to make a timely payment. He explained to me they could not send me bills b/c that would be deceptive if they received two payments. I requested a manager and was transferred to XXXX. I explained my issues to XXXX who informed me XXXX makes the decision not them and they provide the documents to XXXX. I asked for a number or contact at XXXX to speak with them directly. I was told she did not have a contact number. I inquired about not receiving notices, she stated they mail monthly notices to me and one was mailed on XX/XX/XXXX. I have to this date never received a monthly notice and only have received collection notices. I explained my irritation with the fact as a co-signer my income only matters when the primary can not pay and any payment modification should go off the primary 's income only. At that time I did inform XXXX I would file a CFPB complaint. Before ending my call with XXXX and XXXX I was informed during the call the Loan Modification documents are available on their website. On XX/XX/2017 I went online to the AES site and there is no such form for a Long Term Loan Modification. I have no clue what the requirements are for getting a Long Term loan modification approved. On or around XX/XX/2017 I received a notice, but it was a collection notice from XXXX ; again refuting the statements I get notices. The process for a Long Term Loan modification has been made confusing and unclear. When an inquiry about the process is made no one seems to have any information on what is required and why and can not provide contact information for XXXX. Then when asked about the denials each person XXXX speaks with provides contradictory information. I am still uncertain why XXXX loan modification was denied and why my income is required, and no one at AES seems to know either.