Get Out of Debt Guy - Steve Rhode

AES/PHEAA – CFPB Complaint

1-844-335-1967

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.

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

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.

Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.