CFPB Complaint

AES/PHEAA – CFPB Complaint 2759474

Consumer Complaint Submission

Date Received: 2017-12-19T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: After graduating XXXX XXXX in XXXX 2017, I submitted a request for an income-driven repayment plan with my prior loan servicer ( XXXX ) which was approved with a payment of {$0.00}. When I began my residency in XX/XX/XXXX, I applied for PSLF as I would be working for a XXXX XXXX. I was accepted at that time but switched to a different loan servicer, XXXX. I then received notice that I would need to begin paying back loans on the standard repayment plan. After spending much time on the phone, I was told that I would need to reapply with the same form for an IDR plan again. Their explanation was that my prior servicer did not forward that information to them. Some time later, I receive notice that I was rejected for IDR plan since I did not supply my spouse ‘s income information. I do not have a spouse. Again, after another phone call during work hours in my XXXX XXXX, I was able to correct this information and get approved. I received an email confirming my enrollment in an IDR. However, this IDR would not go into place until at least 1 month after my grace period ended. Somehow, even after submitting my income information, I received a bill for over {$2000.00} to be paid one time before my IDR would begin. XXXX ‘s explanation is that their bills are made 28 days prior to due date. So, because of their error, I was forced use forbearance and capitalize my loans once again. I am actually calling XXXX right now to correct the type of IDR they have given me. This experience is not unique. At least 4 other residents in my program have had the exact same experience. It is unacceptable that it takes 6 months or more to correct this issue. Working people do not often have the luxury to make this many phone calls. I also believe more interest is accruing as a result of these practices and errors.

READ  Diversified Consultants, Inc. - CFPB Complaint ID 3045068

Company: AES/PHEAA

State/Zip: SC 296XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2759474

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