Consumer complaint received 2017-10-30
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: AES/PHEAA (NY)

I received correspondence informing me that my loan servicer was changing from XXXX to XXXX ( it was initially serviced by XXXX but had changed to XXXX and now back again ). I was told to create an account with XXXX in order to ensure no problems with my billing. I tried to in XXXX, when I was informed, and was unable to. I called XXXX and was told by customer service the transition was n't complete and it 's being delayed. I expressed concern about my accounts and was reassured there would be no problem. I did not receive a bill or direct debit for the month of XXXX. I received a letter a few days letter telling me my account was successfully transferred to XXXX and that my " past amount due '' was {$330.00} for XXXX, no explanation of where this amount came from. I contacted customer service when I received the XXXX bill which requested {$210.00} ( XXXX ) in addition to the past due amount ( which they agree I was never billed for ) of {$330.00}. 

I contacted AES to discuss these amounts and the lack of billing/communication back on XXXX/XXXX/XXXX and after XXXX hours on the phone while at work, risking my employment security, was told the call was escalated and I would be contacted. 

Today, XXXX/XXXX/XXXX I called again as I received no communications, only another past due bill. I was told by XXXX, ID # XXXX that the graduated payment plan allows for a rate increase every XXXX years. I reviewed my bank records and determined the last rate increase was in XXXX XXXX and therefore my amount due should not change from {$190.00} until XXXX. XXXX escalated the call and advised I would receive a call within XXXX XXXX hours. I advised I requested everything in writing via email as I can not continue to spend all this time on the phone while I 'm trying to keep my job! i was told they have to call. I agreed to take the call so this can be resolved. 

The explanation I received for the seemingly arbitrary XXXX amount was that XXXX was basing this off of the terms from XXXX prior to my entering the graduated repayment plan. This is a simple part of taking over a business, to accurately review and apply the information present in the documents. In addition, the XXXX rate was lower than the amount requested in XXXX but higher than the {$190.00} I had been paying, with no warning or explanation that the amount was increasing. Again, I was told under grad repayment the amount can only increase every XXXX years. 

I am deeply concerned that this is a broader issue. I am priviliged to work at an organization that I do not fear being terminated for being on the phone for XXXX hours, and an hour, trying to resolve this. The same can not be said for most people. In addition, this can affect people who are enrolled in forgiveness programs as they are heavily dependent on full, timely payments. If XXXX is unable to accurately calculated people 's bills this could create countless problems for consumers, in addition to my own concerns. 

I am awaiting communication from XXXX on this matter ( for the second time ) but I believe, upon investigation, XXXX will discover there are countless consumers affected similarly by this company. 

Documentation is available upon request.