CFPB Complaint

AES/PHEAA – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-01-21T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I am currently a borrower with Pennsylvania Higher Education Assistance Agency, or XXXX XXXX. I am a borrower hoping to utilize the Public Service Loan Forgiveness Program.

My issue with XXXX XXXX is their repeated miscalculations regarding my payments toward the Public Service Loan Forgiveness Program. Nearly everytime I submit an employment certification letter, my loan calculations are incorrect, or have changed significantly. I have three examples, with documentation to show a pattern of miscalculation.

OnXX/XX/XXXX I received a letter from XXXX showing the number of payments made toward the PSLF program. One of my loans ( loan sequence 006 of 5 loans ) had 22 payments as of the date of that letter. On XX/XX/XXXX I received a similar letter after submitting another employment certification form, for which I earned 4 more payments toward PSLF. Yet, my loan ( sequence 006 ) now showed only 15 total payments toward the PSLF program. 11 payments, which were previously counted on the XX/XX/XXXXletter were missing. I have contacted XXXX twice about these missing payments and have yet to receive an updated calculation.

Additionally, afterXX/XX/XXXX letter the rest of my loans ( sequence XXXX ) were each missing 1 payment. According to the XX/XX/XXXX letter, three of my loans ( XXXX ) had 23 payments counted toward the PSLF program. However, as of XX/XX/XXXX each of the loans now had 26 payments counted toward the PSLF program, even though the letter was to certify 4 more payments toward the program. Loans XXXX should be at 27 payments as of XX/XX/XXXX, not 26.

Finally, According to the letter on XX/XX/XXXX, I had an employment certification from an organization from the dates of XX/XX/XXXX – XX/XX/XXXX. This should count as 9 payments from that organization because I make payments on the XXXX of each month. Yet, the letter only counts 8 payments made toward the PSLF program.

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These three examples demonstrate a pattern of miscalculations from XXXX, all of which have served against me, and my progress toward the Public Service Loan Forgiveness. I have made repeated attempts to have these loan payments calculated correctly. At this point, there are so many issues that I think it has become difficult for the staff to remedy the situation.

In addition to these three miscalculation examples, I still have not received payments made in XXXX and XX/XX/XXXX counted toward the PSLF program due to a retroactive in-school deferment placed on my account by XXXX XXXX. I have been waiting to have those payments counted.

Company: AES/PHEAA

State/Zip: CA 911XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2788737

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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