AES/PHEAA – CFPB Complaint ID 3091591

Date Received: 2018-12-05T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I have federal student loans which I am paying for the past 4 years and have been making larger then required payments for the past year. I submitted my IBR resertification form before the deadline and after receiving a letter on XX/XX/XXXX about a denial and need to send additional documents such as a pay stub because my income changed significantly. Of note I was not notified about this during my initial application. I submitted the required document and was told to wait for communication prior to XX/XX/XXXX. On XX/XX/XXXX I received a letter saying that my min payments have gone up and my interest capitalized because of resertification delays. I contacted XXXX and informed them about the fact that delays in their processing are causing my interest to capitalize and payments to go up and after speaking to 4 people they agreed to review my case. Since there was an error on my account my automatic payment was canceled for the month of XXXX but the servicer was Unable to answer if this would increase my total interest by 0.25 % for not being enrolled in autopay for the month of XXXX.
To conclude, the customer service workers lack knowledge and tend to only read what ever the last note was posted on a given account. I request that my interest capitalization be reversed immediately with appropriate resertification of IBR prior to my next payment date on XX/XX/XXXX in order for me to re enroll in auto pay and avoid paying the higher interest during the time I have to wait for this error to be resolved. Thank you.

Company: AES/PHEAA

State/Zip: WA 981XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3091591

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