CFPB Complaint

AES/PHEAA – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-12-04T00:00:00.000

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/2018, I submitted an Employment Certification to support my Public Service Loan Forgiveness ( PSLF ) application. After XXXX updated the number of payments I have made under the program, I noticed they were missing six payments. I immediately alerted them by calling them to verify which payments they do not show being made. Once that information was verified, I uploaded a letter with attached bank statements showing that the payments were in fact made. I then called a few days later to verify that they did receive my letter and to inquire when the process would be complete. I was told that it would take 7-10 business days. I called 10 business days later and was informed that the case was just assigned and it would be complete on XX/XX/2018. However, as of XX/XX/2018, the payments had not been applied and there is no notice that they even processed my issues.

Company: AES/PHEAA

State/Zip: IL 606XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3090667

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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