AES/PHEAA – CFPB Complaint ID 2596249

Date Received: 2017-08-06T00:00:00

Product: Federal student loan servicing

Issue: Struggling to repay your loan

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: My loan is with Fedloan. My first issue with them was when my monthly payment increased after 11 months, instead of 12 months. I called several times and spoke with customer service representatives. Finally, an alert representative realized the problem and I was given an administrative forbearance.
My current issue is that my new monthly IDR recalculation was approved to start XXXX/XXXX/17 for {$270.00} and I retired XXXX/XXXX/17. I called Fedloan to ask the procedure to obtain a new payment amount, since my monthly income significantly decreased from {$4100.00} to {$2800.00}.
I was instructed to complete another IDR and check the box for it to be completed immediately. On XXXX XXXX, 2017, I uploaded the completed form and income verification on the web site. The next day I called to make sure the documentation that was uploaded was sufficient. The representative checked the information and assured me that it was sufficient.
I called several times from XXXX XXXX, 2017 to XXXX XXXX, 2017, regarding the status of the request. I was told by representatives that the response time could be from 2 weeks to 1 month.
On XXXX XXXX 2017, I received a letter stating the request was denied for the following reason : unable to determine your current income because document you provided doesnt clearly indicate the frequency of your pay. I immediately called Fedloan to have the representative retrieve the documentation and let me know exactly what needed to be in the verification letter.
The representative pulled up information and stated that the letter clearly states in the first sentence that I am paid monthly. He notated the account and sent the documentation back to be reviewed again. ( I did not submit any additional documentation and received a letter on XXXX/XXXX/17, notifying me of the new payment of XXXX. ) The new payment was due to start XXXX/XXXX/17, instead of XXXX/XXXX/17. Since they did not complete the 2nd review until XXXX/XXXX/17, I was penalized for their mistake. They used the same documentation that was originally submitted to recalculate my new payment. I requested that an appeal be submitted, because I was being penalized for their error.
Also, I requested an administrative waiver for XXXX and XXXX, since the payments were more than I could afford. I was told that it was nothing they could do regarding the missed payments, because of the closeness of the recalculations.

Company: AES/PHEAA

State/Zip: TN 381XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2596249

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