CFPB Complaint

AES/PHEAA – CFPB Complaint ID 2769822

Consumer Complaint Submission

Date Received: 2018-01-02T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: In XXXX of 2017, as a result of having sent a voluntary Public Service Loan Forgiveness ( PSLF ) employment certification form, my federal student loans ( $ 100k+ ) were transferred to XXXX XXXX. It took several months to complete the transfer, resulting in several months of payments that I could not make and could not receive credit for qualifying payments under PSLF, all while accruing interest. Once XXXX XXXX had set up my account, they had set it up incorrectly, not giving me credit for 12 months of eligible payments toward PSLF. I spoke with a customer service agent who acknowledged the errors made in my account and assured me that it was a result of ” rushing ” to get my account set up and that it would be corrected. Now, 6 months later, while I have had my monthly payments auto-debited every month, my qualifying payments toward eligibility for PSLF has not been corrected, and has not been accruing as these payments are made. For 60 days I have been trying to reach a customer service agency at XXXX XXXX to no avail, when I call there is an automatic message saying to call back another time, their online chat feature is unavailable, and I have received no response to email.

Company: AES/PHEAA

State/Zip: AK 998XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2769822

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