CFPB Complaint

AES/PHEAA – CFPB Complaint ID 2488801

Consumer Complaint Submission

Date Received: 2017-05-19T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: On XXXX XXXX XXXX , I received a notice from FedLoan Servicing telling me that it was time to renew my Revised Pay As You Earn repayment plan. This notice advised me to re-certify using XXXX . It never told me that I would not be able to import my tax return as I had been doing for years. On XXXX XXXX XXXX , I went to XXXX to renew my repayment plan. I completed the online application and had my spouse complete his portion on XXXX . XXXX then instructed me to mail a paper copy of my application to FedLoan Servicing along with my tax return. FedLoan Servicing never told me that I could upload everything online ; I had to figure that out on my own. I submitted my application and my tax return online. ( See att ached screenshots. ) On XXXX XXXX XXXX , I received an email stating that FedLoan Servicing had received my application and was processing it. Then on XXXX XXXX XXXX I received an email from FedLoan Servicing stating that I had a message. I retrieved the message and it told me that it was unable to process my application because I had not provided income documentation. It then told me that I needed to reapply using XXXX . It did n’t even provide me a way to fix my application. This letter was very confusing. I called FedLoan Servicing later on XXXX XXXX XXXX . I spoke with XXXX employee ID # XXXX . He said that the letter I received was likely automatically generated because I did n’t import my tax return online. This seems implausible. Why would FedLoan Servicing autogenerate a letter denying my application? He looked into my files and saw that the application and tax return were there.

Company: AES/PHEAA

State/Zip: MA 021XX

Company Response to Complaint: Closed with non-monetary relief

READ  First Financial Resources, Inc. - CFPB Complaint ID 3112037

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2488801

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.

About the author

Research Department

Here is where you will find important stories located from around the web which can impact you and your financial life.

Scroll to Top