AES-PHEAA

2019-06-05

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am pursuing the public service loan forgiveness program for my school loans through XXXX XXXX and they have not counted years of payments. I continue to call to verify the payment recount but they can not provide any update or estimate. In order to complete the program they must count all the appropriate payments made to verify the number of remaining payments. I was informed there are terms when more information is needed to count payments and it will be in review again. XX/XX/XXXX-XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX-XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2019-06-05

NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I submitted a previous complaint about how they were handling my request to switch income based payments. I thought the situation was resolved when they approved me for ICR payments with a {$5.00} forbearance in XXXX. In XXXX I never received the bill for {$5.00}. I called and I was told that they could not generated a bill because of when my request was approved, but I needed to pay the {$5.00} by XX/XX/XXXX, which I did. Subsequently, I was given a bill for XXXX which reflected my payment under the new plan. This week I was sent an e-mail saying that my request to be on the ICR plan that was already approved was rejected and now pending. I immediately called when I saw my {$5.00} payment for the forbearance was being considered an early payment for XXXX. I was told that when the automatic payment is made for XXXX the processor will see the payment was for my XXXX forbearance and fix the problem. This morning I received a letter in my file stating that my account is now in administrative forbearance and my XXXX payment under the new ICR plan would not be made. I would like this problem fixed asap. I want to get credit for the loan forgiveness program and Fedloans is purposely messing with my account.I did everything they told me to do and there is still a problem, which they have blamed on their computer system. Also, the amount of payments for my eligibility for loan forgiveness is incorrect. They have not processed 13 payments from when I was with XXXX XXXX. Instead of 45 payments my account should reflect 58 payments. I sent in an employment verification form from my eligible employer showing I worked there from XXXX.
Company Response: Closed with explanation

Timely Response

2019-06-04

Queens, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: On XX/XX/2019, I received an email from FedLoan Servicing explaining that my loans have been transferred from XXXX to Fedloan, as I had applied for the PSLF program. The email provided login / account access instructions. I promptly created an account and signed in the view my loan details, etc. That night, I made my standard monthly payment of {$350.00} as per my Income-Driven Repayment Plan ( IDR ) plan. Note, typically, my payment is due on XX/XX/XXXX, but I had not received any correspondence until XX/XX/XXXX on how to create / set-up payments during the transition period from XXXX to Fedloan. On XX/XX/XXXX, I received an electronic " account related letter '' via FedLoan informing me that my annual re-certification is coming soon. The note read " In about 2 months, look for another communication from us with easy instructions and a direct link to re-certify online ... '' Below that paragraph was a bullet that read : " If we do not receive your completed application and all supporting documentation within 10 days of XX/XX/2019, your monthly payment is estimated to be $ XXXX first due on XX/XX/2019. First, this is conflicting information. Why would they tell me to be on the look-out for re-certification information in TWO MONTHS -- and then write that my application must be submitted within 10 days of XX/XX/19. Second, I know for a fact -- as per studentloans.gov -- that my annual re-certification is ALWAYS due on or around XX/XX/2019. The real issue arose when I logged into FedLoan on XX/XX/XXXX and saw that my monthly payment due had jumped from {$350.00} to {$1000.00} ( without any explanation ). I immediately called FedLoan and was first told that my re-certification had expired. I then referred to the " account related letters '' dated XX/XX/XXXX in my FedLoan inbox and told them that 1 ). I hadn't received ANY further correspondence on my annual re-certification ( keep in mind, the letter said I would hear more information in TWO MONTHS ) and 2. ) the letter also states " within 10 days of XX/XX/XXXX '' -- at that point it was XX/XX/XXXX, so my IDR still should have been active. At that point, the woman on the phone looked into my student loan information and saw that my re-certification was not due until late XXXX/XXXX. She then transferred me to an IDR specialist at FedLoan. This specialist advised that I proceed in paying my standard monthly payment ( {$350.00} ) for my XX/XX/XXXX due date -- and that they would put a " note '' on my account to " review '' / " investigate '' this issue. On XX/XX/XXXX, I made my standard IDR payment as instructed and submitted a message via Fedloan 's " contact us '' section ( which is incredibly difficult to do because you constantly receive an error message upon hitting submit ) because I wanted all of this in writing and documented. On XX/XX/XXXX, I received a reply that read : " Your XX/XX/2019 bill was sent at a higher amount due to an error in transferring your Income-Driven Repayment Plan from your previous servicer. A request has been submitted to review your XX/XX/2019 bill to determine if you may pay the Income-Driven Repayment Plan amount and receive credit for Public Service Loan Forgiveness ( PSLF ). You will be contacted once the review is complete. You may also review the deferment and forbearance options for your XX/XX/2019 bill while this request is processing. Your account is currently past due 2 days for {$1000.00}. We report the account status monthly to each nationwide consumer reporting agency. We offer a variety of ways to postpone your payments. To view all available options please click on the following link : https : //myfedloan.org/borrowers/trouble-paying Please use the " Contact Us '' link through your online account at MyFedLoan.org to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department, which is open Monday through Friday, XXXX XXXX - XXXX XXXX ( ET ). '' I should not be penalized for an error that was made from a loan provider -- regardless if it was FedLoan or XXXX. It is now XX/XX/XXXX and I have yet to receive an update on any of this. Also on XX/XX/XXXX, I submitted my re certification application. Shortly thereafter, I received another " account related message '' stating the below : " We used your income documentation and family size to determine your monthly payment of {$350.00} which is first due on XX/XX/2019. Your new monthly payment amount is effective for all payments due between XX/XX/2019 and XX/XX/2019. You are still responsible for any payments due before XX/XX/2019. About 3 months prior to XX/XX/2019, we will send you notification letting you know that you are due to recertify ( complete a new application and provide updated income documentation ). If you do not recertify, any outstanding interest will likely be capitalized and your payment amount may increase. '' AGAIN, why is there conflicting information? Why is this " new '' amount effective for just THREE MONTHS and why will I be asked AGAIN to re-certify three months prior to XX/XX/2019? Again, I haven't received an update on the status of my " review '' regarding the higher payment. When I logon to FedLoan, I receive an alert that reads : " As of XX/XX/2019, your account is now 14 days past due. If the delinquency continues you may lose your interest rate reduction which could result in higher payments. If you did not make a payment yet, you can choose to pay online right now. '' I will be mortified if this impacts my interest rate, credit score, and PSLF. I can only hope that documenting all of this will help my case, if it does indeed get to that point. There is no reason for the borrower to be punished for a lenders mistake and mishandling. This is incredibly disheartening and frustrating because I was with XX/XX/XXXX for 5+ years and had ZERO issues -- but of course, now that I applied for PSLF, my account is mismanaged, and I am at risk of being delinquent and missing payments for circumstances beyond my control.
Company Response: Closed with explanation

Timely Response

2019-06-04

Bloomington, MN

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: My payments more than doubled this year. I tried to set up a new payment plan that the FedLoan CSR said would save me {$100.00} but that was in XX/XX/XXXX and now it is XX/XX/XXXX and my payments have not gone down. I applied online and selected an option to pay {$5.00} in order to forbear my loan payments until the new Income Based / Contingent Repayment plan was processed. Unfortunately, that forebearance was never processed and my {$5.00} was never refunded. When I last spoke to FedLoan in XX/XX/XXXX, they said the IB/CR plan application was still pending. I don't understand how or why it should take that long let alone now going on 5 months! I was also unemployed for two months. FedLoan said they could lower my payment to {$0.00} while being unemployed. They never did this. FedLoan makes it very difficult to apply for new payment plans. They tell you that you have to apply with printed paperwork half the time! Sometimes they let you do it online but in my experience the application just waits and never processes! I've also noticed that the CSRs do not know all the details of the online applications or the repayment options because they tell you stuff that turns out no to be true. I need help asap.
Company Response: Closed with explanation

Timely Response

2019-06-04

Rochester, WA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: OnXX/XX/2019IreceivedaTotalandPermanentXXXXdischargefromXXXX.IntheletteritstatedthatmyloanholderwouldtransfertheaccounttoXXXX. IcontactedXXXXontwooccasionsincludinganemailandtheystatedthattheysentarequesttotransfermystudentloanaccountswithXXXXtothem. IcalledXXXXtwiceandtheystatedthattheyhavenotreceivedtherequest. XXXXcontinuestoreportmystudentloansincludinginterestowedwhichhascausedmycreditscoretogodownover7pointsinthefirstquarterwhenreportedinXX/XX/2019. PleasefindattachedcorrespondencefromXXXXandXXXX.
Company Response: Closed with explanation

Timely Response

2019-06-04

Avon, IN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2019-06-03

Austin, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: Fedloan refuses to tell me how many payments I have made that would count towards my Public Service Loan Forgiveness ( PSLF ) program. I received a letter in XXXX of 2018 letting me know that my employer qualified for the PSLF program and that they would contact me within 6 weeks regarding how many qualifying payments I have made. It's been a year and they still haven't completed their " audit ''. Every few months I call and they give me the same answer : " It hasn't been completed ''. I've been patient and understanding but I refuse to wait any longer. I suspect that they are attempting to find a way to discredit many of my payments that I have made over the past 6 years. I am losing sleep over this and want a resolution.
Company Response: Closed with explanation

Timely Response

2019-06-03

Boston, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Good afternoon and that you for your oversight of such issues. The events follow. Since having my loan transferred from XXXX to FedLoan Servicing, I have had the problem of receiving conflicting and contradictory information from FedLoan Servicing call staff, therefore it is now my practice that for any question or concern, I call at least 3 times in a row to vet if the information is accurate and if not, continue to call until I reach a majority opinion on the concern. Most recently, I was given misinformation regarding how to deal with a standard repayment amount billed to my account while my income-based repayment plan application was being processed. On XX/XX/XXXX after calling 3 times, I gathered enough information to understand that while my income-based repayment plan application was being processed, my account would temporarily have to be placed in a standard repayment plan and one staff member mentioned that I would have to be sure that forbearance was in place for the standard payment amount and that it would not disappear on its own, despite having been told multiple times prior ( on this call and many others ) that the process of forbearance and standard payment was automatic and did not require my attention after submitting an application for repayment plans. I called again on XX/XX/XXXX to address the XX/XX/XXXX bill but I was told the system could not generate it yet, and so I could not make any requests at that time regarding forbearance or reduced payments for the XX/XX/XXXX billing cycle. I was asked to call back in about 1.5 weeks for enough time to pass for the bill to be generated and for requests on that bill to be made. I was told if I called at least 8 days before the bill 's due date, I could make changes. So I waited, and in that time the bill was generated and set to be due XX/XX/XXXX. I called back on XX/XX/XXXX to request that a reduced payment and forbearance be applied to my XX/XX/XXXX standard payment ( which was in the amount of {$2600.00}, nearly 5 times greater than my previous income-based monthly bill of {$530.00} ). I called back several times. Again, I was not comfortable with the multiple staff members urging me to ignore my standard repayment for XX/XX/XXXX, despite their assurance that the forbearance scheduled for XX/XX/XXXX and its reduced payment amount of {$5.00} would cover both the month of XXXX and XXXX retroactively. It did not make sense to me and enough contradicting information was said that I wanted to receive explicit information in writing. I called back several more times between XX/XX/XXXX and XX/XX/XXXX requesting to have these instructions to purposely default on a payment without other action to be placed in writing and sent to me. Several staff members were unable to do so, until by chance the call center queue paired me with a Forbearance Specialist. This person stated they would be able to generate an email stating the explicit instructions I should follow for the month of XXXX and XX/XX/XXXX. Upon receiving this information, I was able to confirm that I was being given misinformation, incorrect instructions and advice from the multiple FedLoan Servicing call staff members I had spoken to. This notice ( attached in step 3 ) states clearly that while my application for income-based repayment plans ( submitted XX/XX/XXXX ) is processed, I would incur two standard repayment plan bills and that each required separate forbearance requests. It confirms the forbearance scheduled for XX/XX/XXXX and its payment amount of {$5.00}, but it also states that I need to call to request a separate forbearance be placed in XXXX as well. This last point was what I kept trying to clarify with call center staff, and each time I was instructed to ignore the XX/XX/XXXX payment because the XX/XX/XXXX forbearance would cover both XXXX and XX/XX/XXXX billing periods. Had I not been adamant in having this information finally sent to me in writing, I would not have uncovered this crucial information that could potentially cause me to default on a payment and affect my credit score. And when I would ask about this concern, call staff members reassured me that while I would receive late notices and default on the XX/XX/XXXX payment ( per their recommendation ), it would not be reported to the credit bureaus. However, there was no written proof of this information and they were often resistant in providing written information to bolster their verbal responses. Overall, the misinformation given, unexplained delays in processing information, and unrequested actions taken on my account have delayed my ability to file for Public Student Loan Forgiveness by several months, despite continuing to work for a qualifying employer during that time. Their delays and processing times freeze ones account and do not allow for qualifying payments to be made during that time. I have only been with FedLoan Servicing since XX/XX/XXXX and by XX/XX/XXXX, in 7 months of dealing with them, I will have been unable to submit qualifying payments for 3 of those 7 months, despite working for a qualifying employer. That is wasted time and only prolonging the limitation on my employment options for the sake of loan forgiveness, and ultimately making it more difficult to achieve the 120 qualifying payments. Thank you for taking the time to read this and I would be happy to discuss further and provide further information if it can help this investigation. Best Regards, XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2019-06-03

Lexington, NC

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I have attempted multiple times through chat, message, email and phone calls to lower my payments to an affordable rate. My payment was at an affordable rate and I was making payments on time, however that Income based plan ran out. I was required to apply for another plan. I can no longer afford those payments. I am at a loss of what to do know and I'm close to being in default.
Company Response: Closed with explanation

Timely Response

2019-06-01

Mc Farland, WI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-05-31

Nashville, TN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I asked fedloan servicing to recount the number of eligible payments toward PSLF in XX/XX/2018, as their statement seemed incorrect, and they told me it was probably because some payments went into paid ahead status and that the recount would take 6 months. Now when I call ( XXXX, XXXX ) they say it hasn't been done and can not give me an estimate how long it will take.
Company Response: Closed with explanation

Timely Response

2019-05-31

Cheverly, MD

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: In XX/XX/2015 Fedloan Servicing reported my student loan account was 90 past due. In fact my loan was in forbearance at this time and no payment was due for one year. I have contacted the company on several occasions requesting the info be evaluated and reported accurately. At one point, I was told the info can be removed but no actions were taken by Fedloan to correct their inaccurate reporting. The biggest problem is ; although the 17 accounts were consolidated into one payment, the Fedloan reported each accounts as separate accounts. I now have 17 accounts showing 90 days delinquent ; when its truly has been consolidated into one. Their in accuracy has caused my credit score to drop by 50 points and in return Ive been denied loans and credit that I truly qualify for.
Company Response: Closed with explanation

Timely Response

2019-05-31

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I consolidated my subsidized loans in XX/XX/XXXX and began payments in XXXX or XX/XX/XXXX. I immediately enrolled in an Income Based Repayment Plan and have stayed in the IBR plan ever since. I submitted Employer Verification Forms for each employer demonstrating I worked at non-profit 503cb. XX/XX/XXXX I was notified that 25 of my payments did not count, even though I was in the same repayment plan and working at 503cb companies. FedLoan processing told me they had 12 months to conduct a manual review. I've called a few times to check in during the past year. Today when I called FedLoan and spoke to a customer service agent, I was told that FedLoan has no timeline and can not tell me when my employer certification forms/payments will be reviewed. They also can not tell me why those payments do not count towards my 120 payments in Public Service Loan Forgiveness program. I understand that my 120 payments won't be done until XX/XX/XXXX but I'm upset FedLoan originally told me a year to review and now is telling there's no timeline and no requirement that they correctly service my loan.
Company Response: Closed with non-monetary relief

Timely Response

2019-05-31

Quartzsite, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I applied for Public Service Loan Forgiveness in XX/XX/XXXX. It was initially declined due to not having a qualifying loan on record. After numerous conversations and resubmitting applications and/or employment verification forms, errors were supposedly corrected. According to a conversation with XXXX at FedLoan Servicing, my employment verification was approved XX/XX/XXXX. My paperwork was approved XX/XX/XXXX ; awaiting record of number of payments received. Followup conversations would lead to statements that I was not qualified and/or employment verification was still needed and/or the wrong application was sent. Customer service individuals would continue to make initial statements noting the same until being probed by me to check previous notes. Each time they would realize the error and state that they would forward it to a supervisor for review and that it should be corrected in approximately 10 business days. XX/XX/XXXX, I resubmitted all forms to FedLoan Services via certified mail, for which I received receipt. In frustration, I also contacted Senators XXXX ( XXXX ) and XXXX for assistance on XX/XX/XXXX. On XX/XX/XXXX, a letter was sent to Senator XXXX XXXX office ( Senator XXXX received similar letter ) from XXXX XXXX-Supervisory Loan Analyst-Federal Student Aid, noting that my application was approved and being processed, with a note that I had only made 99 of the required 120 payments. That number was later corrected and my final payment should have been XX/XX/XXXX. I have continued to make payments since then ; the last being XX/XX/XXXX. Follow up calls since XX/XX/XXXX have been equally fruitless ; again hearing statements of missing applications, employment verification forms, etc. Each time, after probing by me, the error is discovered with promise of forwarding to another department for review. XX/XX/XXXX, I once again received written confirmation of employment verification, yet the customer service response was similar. Today, XX/XX/XXXX, I spoke with XXXX ( Employee # XXXX ) to check the current status of my application. Once again, there was no action noted : no application, no employment verification, nothing was initially found -- not even my name matched a previous letter sent to me by FedLoan. After continued probing and her apparent communication with a supervisor, my information was discovered but XXXX noted that the employment verification was denied. I stated that I had a letter from them that stated my current employer had been verified and I had similar letters from previous employers. XXXX once again left to speak with a supervisor. Upon her return, XXXX stated that they had been verified and that they needed to account for the number of payments. She asked me to hold. After several minutes, XXXX returned stating that they were unable to access any payment records and would forward this for review. I expressed my concern that this same conversation seems to be continuing with each phone call : each time they can't find it, then it is found then denied, then they find the error and need to count the months of payments, etc. I asked how to specifically follow up to ensure this is finally completed. XXXX acknowledged seeing the previous notes, including XXXX XXXX name from over a year prior to this call. XXXX stated that I would have to wait several weeks to receive a notification letter. No specific recourse is available to me. I have sent the appropriate applications and verification forms numerous times. I have received a notice of payments made and my last payment should have been on XX/XX/XXXX. FedLoan Services continues to avoid the completion of this application ; begging the question if they ever to intend to do so. The record keeping, handling of applications, etc. seems to reflect the same issues as the VA hospitals are charged with in caring for our veterans. Noting surveys on various web sites, complaints against FedLoans processing of Public Service Forgiveness applications are extremely high ; as tens of thousands have applied for Public Service Loan Forgiveness and very few have received forgiveness. One report noted less than one hundred received forgiveness as of last year. In any case ... I applied, my employment was verified, I have made the required payments, yet still no forgiveness has been given nor any reasonable explanations for the delay or ability to monitor progress. Please provide any assistance that you can. Regards and thank you
Company Response: Closed with explanation

Timely Response

2019-05-31

Nappanee, IN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with non-monetary relief

Timely Response

2019-05-31

Charlotte, NC

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: I have 2 student loans that is serviced by Fed Loans and US Department Of Education. My Fed Loan was transferred to US Department Of Education. On my credit report my Fed Loan account stated was opened XX/XX/XXXX & closed XX/XX/XXXX. transfer to US Depart of Education on XX/XX/XXXX. Fed Loan is reporting stating account is still in the delinquency status as of XX/XX/XXXX. I sent several email to CEO and call the company was told to disputed by all 3 credit bureaus the incorrect information. every time information is disputed it comes back stating no changes. .
Company Response: Closed with explanation

Timely Response

2019-05-31

Sacramento, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2019-05-31

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-05-31

Missouri City, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-05-31

Silver Spring, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2019-05-30

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with non-monetary relief

Timely Response

2019-05-30

Cheverly, MD

Dealing with your lender or servicer

Student loan: Private student loan

Need information about your loan balance or loan terms
Complaint: On XX/XX/XXXX, I spoke to XXXX ( Customer Service Rep - AES ) in regards to my student loans that were sold to AES in XXXX. According to AES, the promissory note provided from XXXX Bank ( original loan servicer ) does not include the fixed interest rate and loan term for my student loans. As a result, I have been given a variable interest rate of 7.2 % instead of the fixed interest rate of 4.5-5.0 % that I initially agreed to. I have requested a copy of the original promissory note from AES and have not received the information. I was instructed to contact XXXX, which is my current loan servicer, as AES sold my student loans to XXXX in XXXX.
Company Response: Closed with explanation

Timely Response

2019-05-30

Axson, GA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: For the past two weeks I have tried to get them to postpone payments as I have no money. I am a XXXX ill shut in and havent worked since 2009. I can not verbally communicate so I emailed them off their secure website 4 times and they have not replied once. Now my payment is late. I need help. Please.
Company Response: Closed with explanation

Timely Response

2019-05-30

CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Applied to be part of the Public Service Loan Forgiveness Program in XX/XX/XXXX. Was surprised to find out that in XXXX, my loans would be moved over to My Fed Loan. Surprised because the information from FedLoans was insufficient in explaining what was happening to my loans, what the terms of the loan would be, and what payment I would be expected to make to maintain a good status with the PSLF program. Paid my student loans on time and in the amount of {$290.00} for XXXX through XXXX. XX/XX/XXXX called ( XXXX ) and spoke with " XXXX XXXX '' about monthly payment increasing from {$290.00} to {$730.00} in XXXX. FedLoan has my tax and student loan information that indicate what my income is and that I have 2-student loans in repayment. My recalculated loan payment under the PSFL did not take into account that I have a larger student loan payment being made in addition to the FedLoan. As part of the Public Service Forgiveness Loan Program, I am on an Income Driven Repayment Plan. I have no idea if this is the best plan for my particular situation. " XXXX put me on hold and connected me phone to " XXXX XXXX '' because she said she doesnt handle PSFL and had me call XXXX. The new customer service person XXXX XXXX said she would investigate the matter as to why my payments ballooned. In the meantime, she put an " administrative forbearance '' on my FedLoan while the investigation was going on. In addition to the administrative forbearance, my automatic payments were suspended. XXXX indicated that Fed Loans needed to recalculate my loans. Nothing was ever communicated about the outcome of this investigation and my loan amount did not change. Using the limited number of " forbearances '' to investigate matters reduces my chance to resolve payment issues over the life of a 10-20 year payment plan. Both " XXXX XXXX '' and " XXXX XXXX '' could not resolve my issues because neither understood my problem ( multiple student loans and extremely high payments according to my income ). I have had an outstanding student loan payment since XXXX that accrued interest and I have lost several months of the forbearance allotment for these student loans. Called XX/XX/XXXX and spoke with XXXX XXXX who told me that my administrative forbearance issue was still being processed ( from XX/XX/XXXX ). She informed me that it usually takes 60 days despite the fact that I have an administrative forbearance for 30 days. I could make a payment for {$730.00} but I continue to pay on time my original amount ( {$290.00} ) in XXXX and XXXX. XXXX XXXX created another forbearance request to cover the XXXX bill at the higher amount. XXXX XXXX said she is going to request that my IDR plan payment be lowered ( this is the second request ). She said in 5-7 days this would be processed. On XX/XX/XXXX I received email notification that my monthly payment for my Revised Pay As You Earn ( REPAYE ) plan is now {$290.00}. FedLoan will now use my income documentation and family size to determine my monthly payment. This is effective for all payments from XXXX. It states, " If I wish to leave an IDR plan, [ I ] must have time remaining in the repayment plan [ I ] want to change to and [ my ] new payment amount will be based on the balance of [ my ] eligible loans at the time [ I ] leave IDR. '' Prior to this notification, I was on an IDR plan. I am now getting notification that I am in a REPAYE plan. I did not receive information from " XXXX XXXX '' that this is how lowering my payment would be resolved. Still had a balance due on my account in XXXX that is accruing interest. Still paying my student loan, however, none of these payments are applying to my loan forgiveness program ( PSFL ). Continued to pay student loans at the original payment amount despite the forbearance placed on my account ( was told by customer service that paying on time {$290.00} for XXXX during a forbearance is NOT necessary ) despite the fact that this problem of recalculated my loans has still not been resolved. On XX/XX/XXXX called to resolve the delinquency flag on my account. Spoke with XXXX # XXXX who said she will apply the payment that is due back to my principal. She said she would put a forbearance on my account for XXXX XXXX XXXX, XXXX so my account will not be delinquent ( my account is already suppose to be on an administrative forbearance from the XXXX ). " XXXX XXXX '' suggested that I put my account on a 90-day forbearance to resolve this issue of having my account delinquent, despite saying that she would apply the balance due back to my principal. When I asked " Why do I need a 90-day forbearance? '' " XXXX XXXX '' said that she was just suggesting what is available. I told her that I don't need 90 more days of forbearance. I just need the amount applied back to my principal so my account is not delinquent.
Company Response: Closed with explanation

Timely Response

2019-05-30

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am having trouble with Fedloan serving and my income driven repayment program and my loans in general. Last year for XXXX I submitted pay stubs and schedule of retirement payments for my self and my wife 's pay stubs and payment was {$XXXX}. I did the same thing for XXXX pay stubs and schedule of retirement payments for myself and pay stubs for my wife. Payment for XXXX is {$XXXX}. No employment or pay changes for either of us I have called the Fedloan servicing trying to get an answer as to why, I can not get a good answer. Today I was told I will make {$XXXX} more in XXXX then XXXX. That is why my payment has changed. I receive around {$XXXX} a month retirement and receive {$XXXX} an hour working XXXX. My wife makes about {$XXXX} a day as a XXXX XXXX working the XXXX year. The last week of XXXX to first week of XXXX. The loans I have were also consolidated before they should have been. I was told they could not change this because it is to late. I seem to get different answers to my questions when I call.
Company Response: Closed with explanation

Timely Response