CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3066050

Consumer Complaint Submission

Date Received: 2018-11-05T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: In XXXX, my DIRECT loans were transferred over to XXXX XXXX XXXX and from the very beginning I started having problems with them, mainly that they kept changing the terms of my loans without my consent or notification. I went round and round with them on this and finally had to enlist the help of the Dept of Education ‘s Ombudsman ‘s office for assistance. They told me the only way to get out from under XXXX XXXX was to re-consolidate my loans and request a different servicer. I told them I was interested in the PSLF program so they helped me fill out the paper work and get on the right repayment plan and pick a new services – XXXX XXXX Servicing.

I began making payments on the new loan in XX/XX/XXXX ( the first payment of {$200.00} was made XX/XX/XXXX ). I made payments to them as directed and, in XX/XX/XXXX or XX/XX/XXXX, I received a letter from XXXX XXXX saying they were now going to service my loans as they were the only servicer for the PSLF program but to keep making payments to my current servicer ( XXXX XXXX ) until the account was fully transferred. Needless to say I was less than thrilled but kept making my payments as instructed. In XXXX I made my first payment directly to XXXX XXXX and have done so since then.

When I filed my first certification of employment form ( I was told to do this often to ensure that my payments were being properly credited ) I received a letter back indicating a different number of qualifying loan payments. I called them immediately to fix the problem and we’ve been going round and round ever since …

Long story short, I began making payments on the PSLF qualifying repayment plan since XX/XX/XXXX but XXXX XXXX refuses to acknowledge the payments made in XXXX, XXXX and XX/XX/XXXX. The first payment they report on their site is XX/XX/XXXX, and continue to tell me that the payments made to XXXX XXXX prior to that are ineligible. I have bank records indicating that payments were made, and more importantly, payments were also made between XX/XX/XXXX to XX/XX/XXXX, but XXXX XXXX will not include those either.


There are a whole bunch of other issues with XXXX XXXX that I’ve had over the past 4-5 years, but this is the most pressing one as of today.

I’ve been trying since XXXX to get this issue fixed and it has been 4 years with no resolution. Please help me get this resolved …

Company: AES/PHEAA

State/Zip: MN 554XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3066050

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