CFPB Complaint

AES/PHEAA – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-04-22T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: For approximately one year, I have been trying to certify employment with XXXX XXXX to track payments for the public service loan forgiveness program. Every time I sent in forms, their customer service would tell me either the form was never received or one of their employees entered the information incorrectly, or there was a miscalculation with the number of qualifying payments. Each time they told me they would fix it and contact me and each time I am never contacted. Every time I call in, there is a new problem. They are intentionally stringing me along to prevent me from qualifying for loan forgiveness. I have all the documentation to prove my efforts for approximately one year and they still have not accurately tracked my eligible payments. I have only worked in public service, so all payments should qualify. They are giving me approximately two years of payments yet I have been working in public service for almost 7 years.

Company: AES/PHEAA

State/Zip: TX 750XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2883213

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.

Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.

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