CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3051424

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: Since XX/XX/2017, I have been attempting to determine how many qualifying payments I have made under PSLF. I have called customer service repeatedly, and they have not been able to give a consistent answer. In XX/XX/XXXX it was 3 payments, and today it is 9. I have not been able to determine exactly why they have not counted the payments. The answer to that question is different every time I call. Today, I spent almost 90 minutes trying to speak to a manager. I was left on hold for over 20 minutes. I was hung up on. Ultimately I was told a manager would call me back. She could not say who. She could not say when.

Company: AES/PHEAA

State/Zip: CA 925XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3051424

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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