CFPB Complaint

AES/PHEAA – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-09-29T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: Sir/Ma’am I am currently enrolled in the Public Service Loan Forgiveness Program ( PSLF ). I am a XXXX XXXX service member in the XXXX since XX/XX/XXXX. My consolidated student loan was initially handled by XXXX. I was switched over to XXXX XXXX in XXXX.

Since being switched over to XXXX XXXX I have submitted proof of XXXX XXXX service multiple times and have submitted verification of my employment status to receive the most up to date qualifying number of payments towards my student loans. I noticed a discrepancy in the number of payments credited by XXXX XXXX XXXX in XXXX towards the Public Service Loan Forgiveness program. All the payments I made to XXXX between XXXX and XXXX were never recorded as qualifying payments ( please find attached ). I have brought this to the attention of XXXX XXXX and requested a review of my payment history in XX/XX/XXXX.

Since submitting the review request in XX/XX/XXXX I have tried to follow-up multiple times but have not received any feedback when the payments will be incorporated and credited to my account. I was initially told by the loan officer that the review takes 90 business days. However, after my last conversation in XXXX that time line has been disregarded and no situational awareness appears to be present as to the status of the review.

XXXX XXXX has had a history of not calculating or making errors in managing the payments made towards the public service loan forgiveness program. Therefore, I am trying to be proactive and have the service provider fix any discrepancies as close to the source of error as possible. Thank you for your consideration.

Company: AES/PHEAA

State/Zip: TN 370XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

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Did Consumer Dispute Company Response: N/A

Complaint ID: 3032777

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