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AES/PHEAA – CFPB Complaint

By on February 19, 2019
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

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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