Consumer complaint received 2021-09-03
Company: AES/PHEAA
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
My complaint is in regard to the processing of my Request for Student Loan Forgiveness which provides full forgiveness of loans when 120 on time payments have been made since the inception of the program XXXX of XXXX. I have been continuously employed by a qualifying employer since before that time. There have been problems with individuals getting their forgiveness with this company. I have submitted correspondence requesting review of the records due to me disputing the number of on time payments made. I submitted dates and information about the status of the payments made. Per the website I should have received a response to my dispute by XX/XX/XXXX. I have not yet had a response. 

Most recent Correspondence with Fedloan XX/XX/XXXX I submitted a request to review 27 payments that were not counted toward my 120 on time payments for XXXX on XX/XX/XXXX. At that time you credited me with 98 on time payments. I have not yet had a response. You indicated that it can take 30 to 90 days to get a response. I would like to discharge this loan prior to Fedloan leaving it's role as servicer. I am XXXX  and have been working full time for the same private non-profit company for 16 years. I am waiting to retire. I am concerned about getting tied up in a transition from one servicer to another. Thank you for consideration of my situation. 

Correspondence received by Fed Loan Servicing on XX/XX/XXXX I have submitted my request for Public Service Loan Forgiveness and was given notice XX/XX/XXXX that I had made 98 qualifying payments of the required 120 on time payments. I am disputing this result. In reviewing records, I have identified 27 payments that I am disputing. 
Eleven of my payments that were not counted were not late and were not during a period of forbearance. Sixteen are marked Pending manual Review. I have gathered extensive documentation from Fed Loan Servicing and Department of Education. I am requesting that these payments be reviewed for errors and an adjusted end date be provided to me. The disputed payments are as follows : XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX not in forbearance XX/XX/XXXX XX/XX/XXXX not in forbearance XX/XX/XXXX not in forbearance XX/XX/XXXX not in forbearance XX/XX/XXXX not in forbearance XX/XX/XXXX not in forbearance XX/XX/XXXX not in forbearance XX/XX/XXXX not in forbearance XX/XX/XXXX not in forbearance XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX manual review pendinXXXX XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX manual review pending XX/XX/XXXX not in forbearance XX/XX/XXXX not in forbearance In XXXX I registered a complaint with Fed Loan Servicing due to having been forced into forbearance due to a fire in my area that in no way effected my ability to make student loan payments. The dated were : XXXX XXXX XXXX I am again registering a complaint that this was an unfair practice. 

I am currently still employed full time with : XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, CA XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief