Consumer complaint received 2017-08-05
Company: AES/PHEAA
State: DC
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:
Since the completion of my final  XXXX  degree in  XX/XX/XXXX , I have worked almost exclusively at   XXXX     XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX  . In XX/XX/XXXX , I enrolled in the Public Service Loan Forgiveness Program ( PSLF ). To facilitate the transfer, I had all qualifying employers complete the Public Service Loan Forgiveness Certification Form ( OMB No.   XXXX   ). Following submission of this form, the remainder of my student loans were transferred from  XXXX  to Pennsylvania Higher Education Assistance Agency ( PHEAA ), which conducts its loan servicing activities nationally as FedLoan Servicing ( FedLoan ). FedLoan administers and services all loans that are under the Public Service Loan Forgiveness program.
I have ten loans in repayment, collectively totally just over {$100000.00}. Shortly after the transfer of my loans to FedLoan, I logged into the online portal, which includes details pertaining to the status of loans and repayment. I was shocked to find that, according to FedLoan, I have only made 7 qualifying payments under the PSLF program. This estimate differs by multiple orders of magnitudes from my own calculations. I have been working for a   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   since  XX/XX/XXXX  and have been repayment my loans under a qualifying income-driven loan repayment plan since at least  XX/XX/XXXX . By my calculations, I should have at least 50 payments qualifying under the PSLF program if not substantially more.
I called Fedloan regarding this disparity in  XXXX  and was informed that, sometimes, it takes a while for the current loan servicer ( FedLoan ) to get all their records updated from the previous servicer (   XXXX   ) and that I should check back within the next month for a clearer picture.
On  XX/XX/XXXX  at  XXXX , I contacted FedLoan and the informed me that no new information had been received and their calculations still indicated that I had made 7 qualifying payments. I replied that I would like a detailed accounting of how they arrived at this number. Specifically, I requested that they provide me with a payment by payment breakdown, indicating whether each payment qualified or did not under the PSLF program. If it did not qualify, I requested an explanation as to why not. FedLoan said that such a report would be ready within thirty days.
After not receiving an answer from FedLoan by the 30 day deadline and the weeks since, I contacted them on  XX/XX/XXXX  at  XXXX . FedLoan apologized for the delay but said that due to the heavy volume of requests they were backed up and that they would require 90 days to process my request. As such, the request would be completed by  XX/XX/XXXX .
The date came and went and I received no reply. I next contacted FedLoan on  XX/XX/XXXX  at   XXXX   I was informed that, due to the heavy request volume, they would need 120 days to complete my request and that it would be ready by XX/XX/XXXX . The day came and went and, for the third time, I received no reply.
It is important to say that I ask for now special privileges. I merely request a clear description of how my loan servicer arrived at a calculation that radically impacts my life. If the payments I am currently making do not qualify under PSLF, I need to know immediately so that I can adjust my loan repayment strategy. Instead, FedLoan has behaved in a stunningly transparent manner. Deadlines keep shifting ( from 30 days, to 90 days, to 120 days ). Every call is met with apologies and vague promises to do better but no concrete action on my request takes place.

Company response to consumer: Closed with explanation