Consumer complaint received 2017-08-06
Company: AES/PHEAA
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I graduated from law school in XX/XX/XXXX.
I consolidated my loans with the Dept. of Education immediately after graduating to be eligible for the Public Service Loan Forgiveness program. I began working for the XXXX XXXX XXXX XXXX ( XXXX XXXX ) in XX/XX/XXXX and I am still employed there. I applied for and began my income-based repayments. Due to the 6-month mandatory grace period after graduation and subsequent consolidation of my loans, my first re-payments began with XXXX XXXX XXXX in XX/XX/XXXX and XX/XX/XXXX. I have been making on-time payments ever since. On XX/XX/XXXX, my loans were transferred to FedLoan Servicing, likely because I had submitted my first Employment Certification form to track my payments. In XX/XX/XXXX, I began part-time graduate school. My payments were put on deferment without my knowledge, and since my XX/XX/XXXX payment was still deducted from my account, I did n't find out about the deferment until XX/XX/XXXX when I checked my account and saw my account was " deferred. '' I immediately called FedLoan and sent in a waiver to make my account active again. I also requested that the XX/XX/XXXX payment count as one of my PILF payments. At that time I also sent in a re-certification of my employment. I received a response back in XX/XX/XXXX, however my payment count was off by at least 12 payments. My payment count was listed as 55 and 53, and both should have been closer to 70 payments. I have called FedLoan to attempt to reconcile my incorrect payment count at least 10 times since then. It is now XX/XX/XXXX and the count still remains inaccurate. Every time I call, the person on the phone can count how many payments I have made and can see that the number is off. Each time I call the call ends with " someone will look into it. '' Phone log : I tried to keep track of the amount of times I called but some calls are missing. Here is what I have documented : XX/XX/XXXX - called Fed Loan for the second time to correct my PILF payments. The person told me they would have to " completely look into my account '' and that could take at least 90 days. XX/XX/XXXX - I called again because I still had n't heard anything. I spoke with " XXXX. '' He said they are still looking into my account and to check back after it has been 90 days. XX/XX/XXXX - There has been no reconciliation of my account thus far. Person puts in another request to " look into my account. '' XX/XX/XXXX - re-send another Employment Certification form - maybe this will force them to re-count my PILF payments and have an accurate number. I called back 2 weeks after I sent in the form, because nothing had happened. The woman on the phone said they see my form ( I had faxed it in ) but no one had processed it. She advised sending it in again. I told her my issue with the inaccurate payments, and she re-counted and could see that my payments should be in the mid-70s by now, even though they were showing much fewer than that. She said I made 25 payments with my first servicer ( XXXX XXXX ) and now almost 50 with Fed Loan Servicing. She wrote another note to have my account " look in to. '' XX/XX/XXXX - I received a letter saying my " payments were being tracked '' from the Employment Cert form I sent in in XX/XX/XXXX. This time only XXXX payments were counted from XX/XX/XXXX, which was the last form I sent in, even though since XX/XX/XXXX I had made 8 on-time monthly payments. At this time I called AGAIN. The woman said yes, I see where the woman you called in XX/XX/XXXX is tracking this as being inaccurate. We will look into your account and get back to you in 90 days.

Company response to consumer: Closed with explanation