CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3076244

Consumer Complaint Submission

Date Received: 2018-11-16T00:00:00.000

Product: Federal student loan servicing

Issue: Struggling to repay your loan

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I had to refinance my XXXX loans through XXXX. I applied with the latter agency in XX/XX/XXXX. I sent a letter along with a paycheck stub showing my base monthly pay and requested that they calculate my monthly payment on this amount instead of my XXXX tax returns because I was able to acquire extra work throughout that year. However, it’s not guaranteed income, and indeed, I’ve not been able to secure the same amount of extra work in XXXX, and will be making a lot less.
In XX/XX/XXXX, XXXX sent information about my monthly payments ( in the amount of {$180.00} per month ), which were scheduled to began in XX/XX/XXXX. A week ( no more than 2 weeks ) before this first payment was due, XXXX sent a letter saying that my monthly payment had increased to {$240.00}. There was no real explanation. On XX/XX/XXXX, I called XXXX, and a customer service rep said that I didn’t fill out the application correctly, so they based the payments on my XXXX tax return.
I was advised to reapply. I have. However, I’ve been pushed back into forbearance.
On XX/XX/XXXX, I called XXXX to make sure that I had indeed been put into forbearance ( and that they wouldn’t report me for not making the XXXX payment ). The customer service representative who checked my account said that my monthly payment ( that had been scheduled for XXXX ) should be {$180.00}.
I’ve since processed the reapplication, per the advisement from the XX/XX/XXXX call. It is accompanied by a letter from my employer that declares my base annual salary.
Something very fishy is going on at XXXX, and given the unexplained, shifting of monthly payment amounts that come up every time I communicate with them, I believe that this complain is warranted. Please contact XXXX and ask them to send me information on how they have calculated the following monthly payments : {$180.00}, {$180.00}, and {$240.00}.
Again, I’ve reapplied to have them calculate my monthly payments, but I’m doing so at a heavy cost, and it’s not right.

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Company: AES/PHEAA

State/Zip: NC

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3076244

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