AES/PHEAA – CFPB Complaint ID 3107884

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.


Company: AES/PHEAA

State/Zip: NH

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Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3107884

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