CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3101727

Consumer Complaint Submission

Date Received: 2018-12-16T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I have struggled to receive my public service loan forgiveness at every step of the process. they claim this is because my loan is consolidated with my husband ‘s so it’s ” hard to see ” in their system. In XX/XX/2018, I finally had all the pieces in place. I my employment ( XXXX XXXX ) had been approved several times. I had ( sent by them ) a listing of all qualifying payments showing that I had made more than 120 qualifying payments. I submitted the final application for forgiveness and received a response that I had no loans with them. This always happened every time I submitted an employment verification. It would take a phone call, they would submit it for review and, within a couple weeks, it would be approved. So I called on XX/XX/2018 to have it submitted for review. They said they would but I heard nothing for over a month. Again I called on XX/XX/2018 to inquire about the status of the review. The person I spoke to gave me false information about the eligibility requirements. I asked to speak to her supervisor. The supervisor investigated and found all the pieces of my information ( employment approval, loans, payments ) and said she was putting them all together in one email and sending them for review. Again, I heard nothing. I called again on XX/XX/2018. At first the person helping me couldn’t find my account history at all. Then he claimed that he saw the review and it was still ” in progress ” and it would take ” a while ” and that he couldn’t say how long but there was no point in me checking up on it because they’re very busy and have a lot of applications to review. It has now been over six months since I should have had my loans forgiven and I can’t get any information from XXXX except that I need to keep waiting.


Company: AES/PHEAA

State/Zip: IN 468XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3101727

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