Consumer complaint received 2019-02-06
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: AES/PHEAA (MN)

I submitted an application for an income driven repayment plan to XXXX in late XXXX. I did not check a box that asked me if I needed a forbearance on my payment while the application was being processes because my payment at that time was {$0.00}. On XX/XX/XXXX, I received a notice that I owed {$1100.00}. I called customer service on XX/XX/XXXX and explained what happened. I was told that I could request a forbearance over the phone. We agreed on a payment of {$500.00}. I was told that I would receive a bill in XXXX reflecting the new amount due. 

In XXXX, my account still requested that I owed {$1100.00}. I called back on XX/XX/2019. I was told that whoever I spoke with forgot to submit the request, and that " it would get taken care of right away. '' I asked how this would affect the status of my application for income-driven plan. I was told it would delay the process until XXXX but that as soon as I made the {$500.00} payment, it would move the process forward ( because I needed to make at least one payment on the standard plan- or on agreed upon forbearance in lieu of the full payment, i.e. the {$500.00} ), and that a new billing statement would come out show that I did not owe the remaining {$670.00}. I paid the {$500.00} on XX/XX/XXXX. My account reflected that I paid the {$500.00} but still said I owed {$670.00}. 

I called back on XX/XX/XXXX. This time I was told that 'somehow my account wasn't reflecting ' that I only needed to pay the $ XXXX that whoever needed to process it didn't process it correctly, but that a notation would be added to my file, and my account updated. As a result of the delay, my application for an income driven plan was delayed until at least XXXX. 

I waited, and nothing happened. I called back on XX/XX/XXXX. This time I was given brand new information. Specifically, I was specifically advised that what I needed was an 'administrative forbearance. ' I asked why this was the first time I was learning about this. I was told that 'unfortunately, not everyone understands all of the rules, and you probably got bad information. ' I expressed my frustration with receiving such conflicting information. The person I spoke with was kind, but ultimately, unhelpful because nothing happened. My account still reflected that I owed {$670.00}, and stated that I was delinquent in paying it. 

I called again on XX/XX/XXXX and spoke with someone named XXXX, 4 or so days after my account reflected that I was delinquent in paying the {$670.00}. I asked what was going on ; expressed concern that my account showed that I was delinquent for a payment I had been told several times I did not need to pay as a result of requesting the forbearance. She advised that she would put in a request to have my account reviewed to accurately reflect what I had been told. I was told this would take 10-15 business days, and to watch my 'portal inbox ' for a message. I was assured that my credit would not suffer because they don't report delinquencies to credit agencies until much later down the line. I waited for the message- I didn't receive one. 

I called back on XX/XX/XXXX and spoke with someone named XXXX, ID number XXXX. I asked what was going on- explained the number of times I had called, the conflicting information I received, and the fact that my account was now more than 10 days delinquent. She looked into my account and confirmed that there was a request that it be reviewed. She advised that they were behind, and that things were taking longer than usual. She assured me that I had done everything I could, and advised that the only thing left to do was wait. 

On Monday, XX/XX/XXXX, my account still reflected that I was 14 days delinquent for the {$670.00} payment, and that I owed another {$1100.00}, due by XX/XX/XXXX. I finally just paid the {$670.00}, as I have zero confidence that failing to pay it won't have an impact on my credit. 

Today, XX/XX/XXXX, my account reflects that I owe {$500.00}, due by XX/XX/XXXX. I am confused by this update, not the least because I have not once received written notice ( in my online portal or otherwise ) as to what is going on. {$500.00} IS the amount I agreed to pay as forbearance for the initial {$1100.00}. I paid this on XX/XX/XXXX. Why am I being billed {$500.00} again? I suspect it is because I was not credited for the {$500.00} that I paid- that somehow I'm starting from scratch with this new {$500.00} payment. 

I feel strung along, and abused. I signed up for the Income Driven Payment plan because I have limited income. It is important to me that each of my payments count towards 'qualifying ' payments. Not, it has been over 3 months since I submitted my application. I have paid {$1100.00} ... to start the process??? My account reflects that I owe another {$500.00}. Why? I have no answers. And it seems that I every time I call, I get different, conflicting information depending on who answers the phone. 

I am making active steps to pay off my loan. I WANT to be on a regular payment plan so I can pay it off. This company is making this nearly impossible. When it finally does take action, it fails to communicate what it is doing. I am left with unexplained bills, an application in limbo, and nearly {$2000.00} I will have paid that won't count towards qualifying payments. Meanwhile, and perhaps the most egregious, my interest continues to mount as they sit on my application. This is disgusting.