Consumer complaint received 2022-08-15
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 applied for student loan consolidation and Public Service Loan Forgiveness in XX/XX/XXXX. My loans were consolidated in XX/XX/XXXX and my employment verification was applied for XXXX to presnet. Fedloan reported I had 44 payments toward my 120 payment of PSLF. My Fedloan history had no records of payments from XXXX, with those payments I am over 120 payments for PSFL. I then began to contact Fedloan and Studentaid.gov to correct my payment history. I downloaded my loan history from my previous lender, XXXX, and submitted this to Fedloan and Studentaid.gov. Initially I did not track my contacts, as most individuals who I contacted advised it was a simple fix as there is " no way '' to have no loan history for seven years and that it would eventually be recognized and corrected. Here is a timeline of my contacts once I began tracking ; XX/XX/XXXX, XXXXI submitted a complaint through studentaid.gov, complaint # XXXX, was sent an automatic reply to expect a response in 15 days. 
XX/XX/XXXX, XXXX Received a generic emails response that accounts were being reviewed and, essentially, to be patient, my complaint was closed with no resolution or acknowledgment of my issue. 
XX/XX/XXXX, XXXX Contacted studentaid.gov via phone spoke with XXXX advised to call the National Student Loan Database XX/XX/XXXX, XXXX Contacted National Student loan Database and was informed they do not work with borrows, only lenders, advised to call studentaid.gov ( who had directed me to call them ) XX/XX/XXXX, XXXX-Contacted studentaid.gov via phone spoke with XXXX case # XXXX advised to wait for my case to be reviewed, stated she saw my email and complaint. She reviewed my attachments, including my payment history from XXXX and concluded it " should be fine. '' XX/XX/XXXX, XXXX I received notice from Fedloan that my employment was certified but no payments were counted prior to XXXX. 
XX/XX/XXXX, XXXX I called Fedloan and spoke with XXXX XXXX worker XXXX who transferred me to a PSLF counselor. I was transferred to XXXX, worker XXXX, she advised me to upload my payment history to Fedloan as they could review and apply the missed payments. I immediately uploaded my payment history. 
XX/XX/XXXX, XXXX Filed an additional compliant with studentaid.gov, complaint # XXXX, requesting it be escalated to the ombudsman, was sent an automatic reply to expect a response in 15 days. 
XX/XX/XXXX, XXXX submitted an email to Fedloan requesting an update on applying the missing years of payments to my account. 
XX/XX/XXXX, XXXX Called studentaid.gov to inquire about complaint # XXXX, advised I " should receive contact soon. '' Advised the " case owner '' would contact me but could not tell me who was the case owner or how to contact them. 
XX/XX/XXXX, XXXX received the following email from Fedloan , that does not address my issue of missing payment history. ; " Under the Public Service Loan Forgiveness ( PSLF ) waiver we can review previous ineligible periods including payments made on any repayment plan, payments made prior to consolidation, and payments made late or for less than the amount due. At this time, we are unable to provide you with information on which months will be considered. 
Federal Student Aid and FedLoan Servicing are working diligently on implementing any changes that may impact your account. You may not see changes reflected on your account or on the online platforms for several months. '' All of my emails have included the information below and I have attached my payment history ; " I have been paying on my loans since XXXX. I have applied for loan forgiveness but the student aid website has my loans dispersed in XXXX and then in " repayment '' status since only XXXX, there is no history of my loan status from XXXX. My qualifying payments for PSLF do not include my payments from XXXX. I have my payment history from XXXX that shows my payment history from XXXX. I have attached my XXXX account history which shows payment history. I have also attached my PSLF application to establish I was with a qualified employer during that time. ''

Company response to consumer: Closed with explanation