CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3065734

Consumer Complaint Submission

Date Received: 2018-11-05T00:00:00.000

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 a letter from Pennsylvania Higher Education Assistance Agency regarding my student loans and my need to re-certify my income driven repayment plan within 10 days on XX/XX/2018 or else my monthly payment would increase to {$2000.00}.

I was unable to submit this documentation through the PHEAA portal due to the fact that their was a discrepancy between my date of birth between them and the NSLDS. I have re-certified through this process several times and no one has been able to help me determine how this discrepancy came about or how it can be fixed.

Since I was unable to submit the information through the portal, I needed to upload the re-certification and tax income verification manually. I received the form from and submitted the information on XX/XX/18.

PHEAA sent me a letter on XX/XX/018 stating I was denied re-certification because the form I submitted was out of date, even though the form clearly stated at the top that it expired on XX/XX/18. I re-submitted my re-certification documentation on XX/XX/18.

On XX/XX/18 I received another letter from PHEAA that stated because I had not submitted the re-certification forms my XXXX payment was set to increase by a multiple of 4. My Income Driven Repayment certification is still under review.

Due to a a new flaw between PHEAA and the NSLDS regarding my date of birth and the slowness of PHEAA from veryifying my documents on two occasions, I am expected to pay four times my usual scheduled student loan repayment.

Company: AES/PHEAA

State/Zip: MD 209XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3065734

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.

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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.

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