CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3077927

Consumer Complaint Submission

Date Received: 2018-11-19T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: On XX/XX/XXXX, I submitted an email request to be considered for the Temporary Extended Public Service Loan Forgiveness Program, because I qualified. I have made 120 payments on my student loans ( some on the wrong re-payment plan ), have 10 years ( XX/XX/XXXX-XX/XX/XXXX ) of work experience with the government, and have been denied PSLF. I was informed via email that if any additional information was needed that I would be contacted. I was never contacted.

On XX/XX/XXXX, I received notification that I did not qualify for TEPSLF because I only had 118 out of 120 payments. I immediately called XXXX XXXX and spoke with representatives and supervisors. I was informed that for two payments in XX/XX/XXXX had not been received because my account was placed on and administrative forbearance, which I never requested, but happened when my loans were being transferred from XXXX. I provided a bank statement which showed one of the two payments had been made because it was automatically deducted from my account. I also provided an updated employment verification, which provided an additional seven months of qualifying payments.

I have been informed by XXXX XXXX to reapply for PSLF which I did and was denied. I reapplied for TEPSLF, which I was instructed to, and have received no response. I continue to make payments to XXXX XXXX, even though a supervisor informed me that ” the database ” states I have 128 payments in the system.

I am getting nowhere and am very frustrated. XXXX XXXX is in essence taking my money each month for a loan that should have already been forgiven. I have reached out to the Ombudsmen ‘s office and they took my 1st complaint and then closed the case even though I asked them not to. They took my 2nd complaint and I have heard nothing.


My concern since I received the rejection from TEPSLF in XX/XX/XXXX was that I knew the TEPSLF is a time limited, fund limited program. Even though I applied back in XX/XX/XXXX, I am sure my application is at the bottom of the pile now and it is quite possible the funds will be gone by the time XXXX XXXX does what needs to be done. In addition, I am due a few thousand dollars in over-payments, because my account continues to be deducted.

This is my last step before filing a law suit. I am hopeful that this situation can be remedied but realistically I have no evidence to sustain that hope.

Company: AES/PHEAA

State/Zip: GA 303XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3077927

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