CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3064814

Consumer Complaint Submission

Date Received: 2018-11-03T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: XXXX I received a letter from XXXX stating that I should expect to receive a PSLF tracking statement sometime after 90 days.
XXXX I had not received my tracking statement. I called XXXX to ask about it and was told I should get it within the month.
XXXX I had not received my tracking statement. I called XXXX was told that I should expect it in 5 months. I was verbally told that 44 of my payments would qualify for PSLF and that there were 24 payments that XXXX wasn’t sure about. I was concerned about the 24 uncertain payments, but without my tracking statement, it was hard to have a discussion about them.
XXXX I had not received my tracking statement. I called XXXX and was told that I should receive it in 10 days.
XXXX I had not received my tracking statement. I called XXXX was told that my statement was still being processed and that XXXX could provide no timeline for completing it. I was verbally told that at least 5 of my payments would not count because they were in ” paid ahead status ” and that they would need to be ” manually reviewed ” taking 6 months to a year. I had never heard of paid ahead status and was deeply concerned and confused.
XXXX After doing some research about paid ahead status, I called XXXX back. I was verbally given even more confusing information about which payments do and do not count toward my PSLF due to paid ahead status. I requested that all of the previous paid ahead statuses be fixed ( I knew I had never under-paid ). I was told that no future payments would be marked as paid ahead and that the previous payments would be fixed by XX/XX/XXXX. I again requested my PSLF tracking statement. I was told I could expect to receive it in 7-10 business days.
XXXX I went to pay my loans and discovered that I had again been put in paid ahead status.
XXXX I called XXXX. I was again told that paid ahead status would be permanently removed from future payments and that all previous paid ahead payments would be fixed.
XXXX I have not received my PSLF tracking statement. I have not received any notice that previous paid ahead status payments have been fixed. Frustrated by my inability to get results from XXXX, I am submitting a CFPB complaint.

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Company: AES/PHEAA

State/Zip: MI 481XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3064814

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