Consumer complaint received 01/24/2018 about Student loan (Federal student loan servicing) with AES/PHEAA (PA).
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint: Well over a year ago I requested to be switched to a different repayment plan ( REPAYE ). It took nearly 6 months. After asking for help from the BBB, a XXXX Borrower Advocate began case managing my case. Although friendly and courteous, his help has n't really changed anything which may not be his fault either. Through him, I requested further review of my account regarding the amount of lost time spent awaiting the processing of my application to switch to the REPAYE plan. I originally submitted my application the evening of XX/XX/XXXX and 80 days had past until misled action on my part reset the entire process. While only desiring to provide my family 's updated AGI ( following completion of taxes ) as it was drastically different from the previous year 's ( first child born and lost income due to maternity leave and new job ), this apparently trumped my original application to REPAYE and wiped it all away. There was no warning or guidance during that process that suggested this would occur. I called and spoke to a XXXX rep thereafter and resubmitted my application for REPAYE and an expedited request was allegedly made. 107 days later on XX/XX/XXXX, my first payment reflecting the REPAYE plan was due. Everything I had read regarding the REPAYE application process suggested that the process can take 45 days. Had it been a week or two longer in either instance, I would n't have said anything. However, given the fact that my wife applied the very same evening and was approved by XX/XX/XXXX, in addition to the exorbitant amount of time that was spent processing my application, this is unacceptable. We are both XXXX and have a young family to care for. On top of the accrued interest, we have lost a great deal of potentially applicable months towards PSLF. While I find it incredibly unfortunate that the accrued interest can not be addressed, I firmly believe that an exception should be made regarding the months that could have counted towards my PSLF. I have never missed a payment, been late, nor did I even opt to pay nothing during the ( " extended '' ) forbearance periods that were inexplicably a part of the REPAYE application processes. All documentation requested of me has been submitted in a timely fashion, and yet my young family and I have been and will continue to be impacted by the amount of time lost awaiting for my REPAYE application ( s ) to go through. OnXX/XX/XXXX, I formally requested an exception be granted regarding the amount of potential PSLF months lost during the time period between XX/XX/XXXX andXX/XX/XXXX. I understand that this exception can not be solely granted by XXXX, and that other agencies must be involved. My family and I hope and pray that all parties involved can efficiently arrive at a decision that could make a significant difference in our lives going forward. To date, I am still waiting and have had to reach out on my own in attempt to get some kind of update. This is beyond absurd. I am sure the issue here is much more systematic than lying just with XXXX. But frankly, I do n't care. This issue began with XXXX and will likely end with them, whenever that is. I 'm at a loss. This also does n't exactly invoke confidence for when I am actually ready to have my loans forgiven. XXXX knows what problems will arise then.

Company response to consumer: Closed with explanation