CFPB Complaint

AES/PHEAA – CFPB Complaint ID 2663702

Consumer Complaint Submission

Date Received: 2017-09-09T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: In XXXX and XXXX I consolidated enrolled in income based repayment. During that process talked to XXXX customer service agents many times and was repeatedly assured that all my XXXX loans were PSLF eligible. This was not correct and I lost about 37 months of PSLF payments before realizing that not all my loans were accumulating PSLF credits. This was an awful experience, and made me feel stupid and helpless and angry. I cried after getting off the phone with agents because the interactions were so frustrating and there seemed to be nothing I could do about it.

I re-consolidated earlier in XXXX and was told that all of my loans would be on the same payment plan, and would be direct debited, and I did n’t have to do anything else. I called and asked about this specifically.

Then I got a bill indicating that only part of my payment would be direct debited and the other part had a manual payment due. I logged in and changed my entire payment to direct debit and got an email confirming that a direct debit payment would be processed tomorrow, XXXX. I called to confirm this and was told that no direct debit would be proceed on XXXX. I was told to pay manually and ignore the email and the information on my account page stating that an electronic payment would be debited on XXXX. I was told that I could pay manually and then skip a payment next month if the electronic debit was actually processed ( missing out on yet another PSLF monthlypayment credit ) or not pay the bill and wait three business days to see if they process the electronic payment, and pay manually if they did n’t.

I asked to file a complaint about getting misleading information and the agent was sympathetic and said she would note the complaint, but I do n’t feel confident in XXXX billing or the information I get from the customer service agents, as dealing with them has repeatedly left me feeling awful, helpless, and frustrated.

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I ca n’t pause the electronic payment for this month because it is ” already being processed ” even though it is supposedly not going to be withdrawn. I just want to pay my bills on time and not miss out on any more PSLF monthly payments.

Company: AES/PHEAA

State/Zip: CA 946XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2663702

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