CFPB Complaint

AES/PHEAA – CFPB Complaint ID 2548818

Consumer Complaint Submission

Date Received: 2017-04-27T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: In XXXX , I started a loan forgiveness program with XXXX XXXX XXXX who has been great at handling everything. They work w ith FedLoan Se rvices to allow me to have income driven payments for 10 years and the remaining balance to be forgiven. Last year, I received a payment of {$14.00} per month compared to my normal monthly payments of {$350.00}. Wow, that was great. It was what the program promised. I receive communication from XXXX XXXX XXXX that my payment calculation was wrong, but the company would allow me to pay the {$14.00} each month instead of the $ 20ish dollars it was supposed to be. This year, we resubmitted my tax information f or FedLoan Services t o calculate my new payment Starting XXXX XXXX . I received a letter, bill and an email ( dated XXXX XXXX ) saying that my new payment was {$0.00}. Wow, I thought that was even better. I was excited! On XXXX XXXX , I get a letter and a bill that states my n ew Income Driven Pay ment is {$70.00}. WHAT? I called immediately because that was a huge jump from the year before and it certainly was n’t {$0.00}. I talked to the person with badge # XXXX . They were no help. All they could tell me was that there was a mistake made and this would be my new payment. I asked some questions about how these mistakes keep happening, but this is my new payment. I then called XXXX XXXX XXXX and they said that they received information from FedLoan that there was an error and that {$70.00} is my new payment. I am not happy and I do n’t understand how they can mess up continuously like this. I wonder if they actually even look at the information provide or if they just pick a number.

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Company: AES/PHEAA

State/Zip: WI 535XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2548818

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