CFPB Complaint

AES/PHEAA – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-10-19T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I submitted an employment certification form ( ECF ) form to have qualifying payments counted from the years I’ve worked for XXXX College XXXX XXXX XXXX XXXX, a 501 ( c ) ( 3 ).

XXXX XXXX denied the ECF, stating that section 3, Item 5, the employment begin date was not filled out. It was clearly filled out.

They also said section 3, items 9-13 were not filled out. Item 9 was clearly filled out, Item 10 was clearly filled out and the instructions on item 10 said to skip to section 4, so the remaining items 11-13 were unecessary They also said that they were denying it because section 4 had been filled out by my employer. The instructions for section 4 clearly state in all caps ” TO BE FILLED OUT BY EMPLOYER ”.

I submitted the form again with these areas highlighted and explained that their reasons were invalid.

They denied it again saying that the official from the employer had not listed her phone number. She had clearly listed it on the appropriate line in section 4.

Furthermore, they reduced the number of payments that had already qualified without any explanation at all. I had already certified 14 qualifying payments. They reduced that number to 12 with no explanation at all. The real number should be closer to 40.

Company: AES/PHEAA

State/Zip: GA 314XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3050745

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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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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