CFPB Complaint

AES/PHEAA – CFPB Complaint ID 2861285

Consumer Complaint Submission

Date Received: 2018-04-02T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I applied for a different repayment plan when i realized i could lower my monthly payments at the end of last year. When the repayment plan was processed, it was erroneously processed and capitalized interest was not added into the plan, causing an additional amount to show up as ” past due ” on my account. In addition, i was not even contacted about the repayment plan being approved until after I called multiple times to check on the plan status and what the new payment would b due and it was not until XX/XX/XXXX that i even received the letter confirming this. I called muliple times and was told my ” application was still being processed ” even though it was submitted at the end of XX/XX/XXXX and initally was given an incorrect payment amount via email.

I have never missed an account payment as I am set up on an auto-pay plan. I filed for an income driven repayment plan because i can not afford the burdensome amount of the standard repayment plan. To then receive multiple notices from the student loan agency saying that my ” delinquent ” payment has been reported to credit bureaus, then have to file a credit dispute form, all due to their administrative error is absolutely unfair. I followed all of the steps advised by the student loan agency once they admitted their error. They said that they would retract the negative credit reporting due to their error, but just in case to file a credit dispute form.

After almost a month of waiting for them to actually process the fact that XXXX was incorrectly charged to me based on their administrative error, I called back and was told this was still processing. I then received a notice that stated the credit dispute request denied. This student loan agency is irresponsible in administering student loan and giving advice to its borrowers and does not have a timely method of resolving disputes that should easily be resolved through their administrative system.

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When i asked for documentation of my calls and requests regarding this matter, I was also told that none of the documentation of their error could be put in writing because they don’t send individual letters to people. The only documentation of the information i was provided is through the multiple telephone calls i have made throughout the month of XX/XX/XXXX and beginning of XX/XX/XXXX.

Company: AES/PHEAA

State/Zip: MA 021XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2861285

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