CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3080814

Consumer Complaint Submission

Date Received: 2018-11-22T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I began working for a XXXX hospital after graduating college in XX/XX/XXXX. I submitted my first employment certification form ( ECF ) in the summer of XX/XX/XXXX for the Public Service Loan Forgivement ( PSLF ). The ECF was approved, the qualifying payment count was appropriate, and my loans were transferred to XXXX XXXX. In the summer of XX/XX/XXXX, I submitted my second ECF at the recommendation of XXXX XXXX to submit an annual ECF. I received a determination on my XX/XX/XXXX ECF with what I believe to be an inaccurate qualifying payment count. I called XXXX XXXX at the end of XX/XX/XXXX and was told by a representative that a manual review would need to be performed which typically takes 3 months. Today ( XX/XX/XXXX ), approximately 4 months after that initial call, I had yet to hear back on the results of the review. I called XXXX XXXX for an update and new estimated time I could expect to receive a decision. I was told by the representative that she did see the request I submitted in XX/XX/XXXX, it was still under review, and at this time they do not provide an estimate of when the review will be complete because it could be more than a year. When I asked for clarification regarding the annual ECF and if this would at least be resolved when I submit an ECF in the summer of XX/XX/XXXX, she reported that annual ECF certifications are only reviewed for qualifying payments made from the last time an ECF was submitted despite having the same date of employment start listed for each ECF. Thus, this problem will continue to compound year after year with the expectation that I as the consumer may never hear back about my manual review.

Company: AES/PHEAA

State/Zip: PA 180XX

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Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3080814

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