CFPB Complaint

AES/PHEAA – CFPB Complaint

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.

READ  ROC Asset Solutions, LLC - CFPB Complaint

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

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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