CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3061380

Consumer Complaint Submission

Date Received: 2018-10-31T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: On XX/XX/2018, I received an email from XXXX XXXX borrower ( who has been servicing my student loan for years ) that my loan had been transferred to XXXX XXXX. On XX/XX/XXXX I logged into XXXX XXXX for the first time to find that my XXXX Grant was converted to a loan. I also saw that XXXX account was past due and made a payment of XXXX but couldn’t understand why it was so far past due. They called me to say that my loan was past due 80 days but I made a payment on XX/XX/XXXX to XXXX XXXX in the amount of XXXX. I then asked to speak with a representative from XXXX Grant department. I was told that they sent me an email to notify me that I should check my message box. I never received any email telling me to do that. They claim that they were sending it to my current email but I think if they really sent it and I never saw it they could have been sending it to my University address which I no longer have access. When the person on the phone checked to see what email address they had been sending it to, she said they would have sent it to the email on file but she never said that they actually sent it to my personal email. When I got anything to check my messages, I checked the messages of my XXXX XXXX who was servicing my loan at the time. But again, I never received any such emails form XXXX. I was then told that I was sent ONE mail notification and no phone calls. I never received that one piece of mail and they have not proof that I did receive it other than they sent it but that doesn’t mean the mail was placed in my mailbox. I was told that the only way that they could reverse changing my loan back into a grant was if there was an error. There was an error and I can’t see why they can’t reverse it. In addition, I am still a XXXX XXXX and am now serving as an XXXX which is equivalent to a XXXX XXXX. This grant was proposed as an option to entice people to work in XXXX XXXX XXXX in XXXX XXXX. Now, I have to pay an additional XXXX a month for a problem with paperwork when I am fulfilling my requirements as a public servant. In addition, your website says ” If you do not complete your XXXX service agreement, the amounts of the XXXX Grants you received will be converted to a Direct Unsubsidized Loan that you must repay with interest charges from the date of each XXXX Grant disbursement. ” I am completing my XXXX service agreement. It does not say if you do not receive or complete the certification process annually by a certain date you will have to repay with interest.

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Company: AES/PHEAA

State/Zip: IL 604XX

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Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3061380

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