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: I’m a Teacher and have been in repayment status since I graduated college in XX/XX/XXXX. I’ve maintained consistent, full-time, qualifying employment and have never missed a payment on my loans. I’ve behaved in such a fashion to ensure my eligibility for the Public Service Loan Forgiveness ( ” PSLF ” ) program.

This year, I became eligible for the program and began to inquire about how many payments the lender has recorded that I’ve paid. After several calls to customer service, I couldn’t get a clear answer. Rather, they initiated a payment review in XX/XX/XXXX. I called today ( XX/XX/XXXX – Spoke to XXXX ID XXXX ) and was informed the payment review still hasn’t been completed. I was told that the payment review is indefinite and could take months or even years to complete. I was also informed that while my account was under payment review, I would NOT be eligible for the PSLF program.

I asked for a timeline of when the lender expected the payment review to be completed ; they indicated they did not know. The lender said once a payment review is initiated, it can not be stopped or cancelled and has to run its course. I pleaded with the lender, asking for this process to be escalated, to no avail. I also explained that the lender is holding my account XXXX and keeping it in limbo ; meanwhile, we’re paying interest and payments as required by the terms of our loan. We simply can not make an informed decision about how to proceed with our loans ; whether or not we should refinance them to avoid paying excess interest, or stay the course with the PSLF program.

I recently applied for the PSLF program and was denied, showing that I only had made 31 qualifying payments. I then applied to the Temporary Expanded PSLF program and was subsequently denied because I hadn’t made 10 years of payments. Despite the lender ‘s reasons for denial of both programs, I boldly attest that I’ve been paying on my loans, consistently and without delay, since my graduation from college XX/XX/XXXX. Ten years.

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I’ve done all that I can do up to this point. Our only recourse beyond this complaint is to move forward with civil litigation. Our hope is that this complaint will aid us in obtaining the relief we desire.

Company: AES/PHEAA

State/Zip: KY 400XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3050059

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