CFPB Complaint

AES/PHEAA – CFPB Complaint ID 3106356

Consumer Complaint Submission

Date Received: 2018-12-20T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I have contacted XXXX XXXX numerous times regarding calculation of my qualifying payments toward Public Service Loan Forgiveness ( PSLF ), and receive the same message every time : ” We’re behind and we’re working on it ”. I’ve been waiting 15 months. Here is my timeline : XX/XX/XXXX – Submitted first employment certification for Public Service Loan forgiveness ( PSLF ) and loans were transferred to XXXX XXXX. I was told payments toward PSLF would be calculated. I’ve been with the same employer and paying on a IDR plan since XXXX.I was told average calculation time was 90 days.

XX/XX/XXXX – I had an issue with early termination of my IDR plan and reassessment of payment amount, which ended up in my filing a complaint with the U.S. Dept of Education Student loan ombudsman. During resolution, one of my terms was to ensure payments made during this period would count toward PSLF. I submitted another employment certification ( same employer ) per their request, and received notification that I had made 4 payments toward PSLF, which I was told were from the period of when the complaint started to resolution ( XXXX ) yet the letter says my qualifying employment was XXXX, which doesn’t even equal 4 months.

Since this time, I’ve contacted XXXX XXXX 2-3 times asking about calculation of my other payments ( XXXX ) qualifying for PSLF. I’ve been told the servicer is ” backlogged ” and ” calculations are taking a long time ” which they can not provide a frame of reference. I am about to switch jobs, and would like to know how many qualifying payments I’ve made to consider future plans for my employment.

Also, I wanted to add that my husband is also currently paying toward PSLF. He has submitted two employment certifications and received qualifying payment counts within ~3 weeks on average. His loans were originally under another servicer, and XXXX XXXX was able to count all of those payments within a mere weeks, whereas I’ve been waiting 15 months.

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Company: AES/PHEAA

State/Zip: VA 234XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3106356

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