CFPB Complaint

AES/PHEAA – CFPB Complaint

Consumer Complaint Submission

Date Received: 2018-12-22T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I am an XXXX XXXX on XXXX XXXX. I have student loans serviced through XXXX. I enrolled in the Public Servant Loan Forgiveness ( PLSF ) Program. Per the program guidelines, I pay monthly payments, the amount is determined by my income and family size. I submit income, family information as well as employment certification forms annually to remain in the program. After 10 years of monthly qualifying payments, the remainder of debt is forgiven. I submitted the required paperwork on XX/XX/2018 while I was forward XXXX in XXXX. To date, XXXX has yet to give me credit for the monthly payments I made. Next month, I will submit my documentation again as required my the PLSF stipulations. I have contacted XXXX numerous times about the delayed processing of my employer certification and a corresponding lack of credit toward my loan forgiveness. Every time I contact them they say it can take 6 months or longer, yet it has been over 11 months since I submitted the paperwork. I am going to submit my next set documentation for the PLSF program next month. I am concerned with the backlog of credit given for qualifying monthly payments to my account since they have yet to process my payments for this year ‘s monthly payments. Given their lackluster customer service, I have no faith in their ability to conduct multiple reviews of my status without making a mistake that will result in delayed loan forgiveness.

Thank you in advance for your time and consideration on my behalf.

Very Respectfully, XXXX XXXX XXXX XXXX XXXX XXXXXXXX

Company: AES/PHEAA

State/Zip: NH

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3107884

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.

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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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