Consumer complaint received 2021-06-17
Company: AES/PHEAA
State: KS
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I am having trouble accessing account related letters that are older than one year old. 

On XX/XX/XXXX, I sent an email to FedLoanServicing stating " I was wondering why all my old account related letters were removed. I am requesting that copies of all account related letters be sent to me so that I can retain them for my records. '' They responded to this on XX/XX/XXXX stating " Thank you for contacting FedLoan Servicing! Documents are only available on the online account for 365 days. If there are specific documents you need copies of, you can request copies of these documents. Please use the " Contact Us '' link through your online account at MyFedLoan.org to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department, which is open Monday through Friday, XXXX XXXX - XXXX XXXX  ( XXXX ). '' I made a request dated XX/XX/XXXX stating " I am requesting that all account related letters one year old and older be sent to me either to my home address at or via email to so that I can retain these documents for my own records. Thank you. '' ( For some reason my contact information was removed in the response email they sent to me ). They responded on XX/XX/XXXX stating " Thank you for contacting FedLoan Servicing! We can have requested correspondence sent to you, however we do need more detail to submit the request. Please specify which method you would like the correspondence sent and which specific pieces of correspondence you would like to receive. Please use the " Contact Us '' link through your online account at MyFedLoan.org to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department, which is open Monday through Friday, XXXX XXXX - XXXX XXXX ( ET ). '' On XX/XX/XXXX, I responded, " I want all account related letters sent to me that are older than one year old. I dont know what to request specifically because you have deleted the things I am requesting. Please send via email to XXXX and via mail to XXXX XXXX XXXX, XXXX, KS XXXX. '' They responded on XX/XX/XXXX stating, " Thank you for contacting FedLoan Servicing! We will need to specify which specific pieces of correspondence you would like sent to your email address and mailing address provided in order for the request to be submitted. You have been within FedLoan Servicing 's system since XX/XX/XXXX ; therefore, you will need to specify which documents you would like copies of that have been sent since XX/XX/2020. Please use the " Contact Us '' link through your online account at MyFedLoan.org to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department, which is open Monday through Friday, XXXX XXXX - XXXX XXXX ( ET ). '' As you can see, I have been trying to obtain account related letters that are older than one year old because FedLoan Servicing states they are in the online system for only 365 days. I have made at least 3 requests and even explained to them I don't know which documents to request specifically because they have removed them from the system. Yet they continue to say I need to be specific in my request, which is impossible due to them deleting records from the online system.

Company response to consumer: Closed with non-monetary relief