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AES/PHEAA – CFPB Complaint

1-844-335-1967

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

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2488801

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