Consumer complaint received 2024-05-25
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: AES/PHEAA (PA)

AES/PHEAA closed this complaint on XX/XX/2024 claiming it was a duplicate complaint. This is a false statement./// PHEAA initiated a recent `` Administrative Forbearance '' claiming a letter they received was what forced them to process an Income Based Repayment application. No letter I sent to PHEAA would have directly requested this or stated I needed help with my loans. Chat Transcript with an AES Representative : Session started between XXXX and XXXX XXXX : Payments and Billing Questions XXXX : XXXX. Hello. This is XXXX XXXX : I'm back XXXX : Thank you for contacting us. My name is XXXX and my employee ID is XXXX. XXXX : How may I assist you today? XXXX : I had re-initiate a chat because XXXX wouldn't answer my question. Can you ask her why XXXX : I don't know if she took a break or something XXXX : but she's AWOL XXXX : To clarify, you would like me to reach out to another representative about the duration of time they took to answer a question? XXXX : I just want to know if XXXX actually read my question or if she was busy doing something non-work related which is why my question never got answered XXXX : I can attempt to reach out to the previous representative that you chatted with. XXXX : Yeah ask her what the deal is XXXX : assuming it's a her XXXX : Would you like me to send you an email when I receive a response back from the representative? XXXX : Is there a way you can transfer me over to XXXX when she decides to come back from hiding? XXXX : in the chat XXXX : We are not able to transfer a chat unfortunately. I have sent an email to the representative. Is there anything that I can try to help you with at this time? XXXX : I just asked her about the recent forbearance that was put on the account that was lifted about a week ago that i never approved. XXXX : once i asked that question ... crickets XXXX : I can take a look for you. This may take a moment. XXXX : that's ok. i think you're alright after all we've been through together XXXX XXXX Thanks XXXX XXXX XXXX Based on a contact that you had with our office on XX/XX/2024 an Income Based Repayment ( IBR ) application was sent to you. XXXX : Why was that sent to me? I never requested that XXXX : Since your account was not previously on the IBR Plan, a Collection Suspension Forbearance was applied to your account to allow you time to complete and return the application. XXXX : Did someone take it upon themselves to do that XXXX : I was never asked if I wanted that XXXX : Nor did I request it XXXX : Is there an audit trail of who actually sent that to me? XXXX : Because my lawyers are going to request that information XXXX : This will take me a moment while I review all of your records to provide a specific answer. XXXX : There was a letter sent to our office that we received on XX/XX/2024. Based on the notation, the letter indicated that you needed assistance with your loans. A letter providing options was sent to, with an IBR application. XXXX : What letter? XXXX : No letter would have been sent indicating I requested this XXXX : Based on the notation, it appears to be a letter you sent in. XXXX : I can access a copy of the letter. This will take me a moment to do so. XXXX : Return letters? XXXX : Those are not requests XXXX : None of those letters indicate there is help or assistance needed or requested XXXX : Those are simply indicators that the mail being sent back is unwanted XXXX : It appears that the representative that processes incoming correspondence assumed that it was sent to our office as a request for assistance. XXXX : Is that representative 's name listed? You dont ' need to provide it to me, but if my lawyers demand that information, your company will be forced to provide it XXXX XXXX In order to prevent confusion in the future, if you send us correspondence, please include a specific reason you are doing so. XXXX : Correspondence that is sent to your Agency is clearly labeled XXXX : Yes, I am able to see who the representative is. XXXX : If there is a letter requesting information, the container will say so XXXX : Perhaps the representative should have checked with someone before doing something that could land your company in hot water XXXX : I do not process incoming correspondence. I do apologize for how your correspondence was processed by the representative if that was not your desire. XXXX : Not your fault at all XXXX : And I appreciate your apology. I know that you mean it, unlike many other PHEAA employees XXXX : I want to help you out to the best of my ability.