CFPB Complaint

AES/PHEAA – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-10-18T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: In XX/XX/XXXX, the federal government moved my loan from XXXX to XXXX XXXX. Prior to this I had no trouble getting accurate info from loan servicer when it was XXXX. I sent XXXX an updated document on qualifying employment for the Public Service Loan Forgiveness Program, because that is a best practice each year and I take this very seriously. They sent me an updated summary of qualifying payments with literally dozens of errors on XX/XX/XXXX. By their inexplicable and erroneous accounting, I suddenly will not have my loan forgiven until much much later than I have actually qualified for. This is completely incorrect! I had in fact made many more qualifying payments as of XX/XX/XXXX than they said, and have continued to make them since. I immediately contacted FedLoan by phone ( twice ), which they have recorded I assume, and by email in early XXXX to request that these errors be fixed. I was told there was a long backlog and it could take 6-8 months. It has now been 7 months and 2 weeks. I messaged them on XX/XX/XXXX and got a generic ” you’ll hear from us soon ” response. I called again today and XXXX customer service said my recalculation request has to be done manually because there was a glitch in how the information got moved to their system last year, and no one has started this recalculation. This impacts my financial future and my career choices. Having this so ineptly handled is outrageous. Please help me.

Company: AES/PHEAA

State/Zip: WA 981XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3050061

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