AES/PHEAA – CFPB Complaint ID 3045611

Date Received: 2018-10-14T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I have been trying to recertify my income based repayment plan for 4 months now. I call twice a month and talk to customer service. I have been told : this is with XXXX XXXX 1. I didnt qualify because I made too much even though I submitted through Dept of Ed and my other servicer Aspire said I did qualify w the same information.

2. I submitted the paperwork twice because they said I didnt submit correctly. Again my other servicer accepted the same information as acceptable.
3. I paid their XXXX dollar processing fee twice because their system did not recognize I had already done so. Last time I called I was told that they made a mistake and still havent processed my requests.
3. I was told I would have an administrative forebearance while they fix their mistake. My amounts are still accruing and I am in jeopardy of credit reporting.

4. Every time I have called the service rep says they will work on it and I have not yet seen any movement.
5. They XXXX XXXX my public loan forgiveness application and I had to call twice to get them to notice they read the dates wrong.

Company: AES/PHEAA

State/Zip: MT 598XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3045611

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