CFPB Complaint

AES/PHEAA – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-10-22T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I received a XXXX Grant that was serviced through XXXX. Terms are — 4 out of first 8 years of XXXX service must be spent XXXX in a XXXX XXXX XXXX, in a XXXX XXXX.

Each year you must certify that you have fulfilled your yearly XXXX duty, or certify that you did not complete it — but intend to complete the 4 year term before your 8 years are up. If this is not done annually, the grant turns into an unsubsidized loan.

In my fourth and FINAL year needed, XXXX converted my grant to a loan citing that I did not certify my service for the year.

— I completed the electronic paperwork through my account on XXXX that certified the XXXX I XXXX at, my contact information, and my field of XXXX.
— I printed the PDF ( and saved a copy to my PC ) that can ONLY be printed after filing that my yearly service was completed.
— I had my principal sign the paperwork, and mailed it to the PO BOX I have mailed ALL of my previous 3 certifications to without issue.

XXXX said they did not receive the paper, so they converted my grant to a loan because I did complete the annual service agreement.

When discussing this with employees # XXXX and # XXXX I urged them to look at my account history, where they would clearly be able to see that I filled out the e-paper work ( which wouldn’t show proof that they received it, but at the very least proof of INTENT on my part to continue my service ).

However, according to these employees, when the grant converted to a loan all of my XXXX Grant account was erased. According to them, they can not look up any previous data or find any prior information about my grant because that is the procedure when the grant converts to a loan. This can be confirmed on my part as well, because in my XXXX account there is no ability for me to look at my archive.

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If we could see my archive, we could see proof that I did indeed fill out the paper work, which at the very least should prove my intent to fulfill this agreement, even though they conveniently did not receive my paperwork in the last year of my service.

My principal would prove that she signed the paperwork, and if we could look at the date stamp on my erased account we would see that it was filled out on time.

Company: AES/PHEAA

State/Zip: FL

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3053574

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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