Consumer complaint received 2022-12-14
Company: AES/PHEAA
State: AE
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On or around XXXX, my wife ( now ex-wife ) consolidated our XXXX direct federal loans under a spousal consolidation loan. I am a co-signer for the loan, that was last seen with a {$51000.00} balance. For several years, I have been attempting to place the XXXX XXXX XXXX loan into the XXXX XXXX XXXX XXXX XXXX as I have been actively serving in the XXXX XXXX XXXXXXXX since XXXX of XXXX. 

About a year ago, I applied in the special waiver window to attempt to get my loans forgiven. 7 months ago FEDLOAN sent me an update that my XXXX  form was complete and pending final review ( see the e-mail string below ). This was the last time that anyone from FEDLOAN provided me information or a status on my application. When I logged into my FEDLOAN account last week, all of the information on the spousal consolidation loan was gone. 

I sent a message to FEDLOAN customer service yesterday and was sent a reply that I am to contact XXXX ( also see below ). When I contacted XXXX at the number provided, I was told that I do not exist in their ( XXXX 's ) systems. I have met all the requirements to have my loans forgiven through XXXX. It's my hope that the loans were forgiven, but that contacting me about the action fell through the cracks. 

Could someone please assist me in figuring out what is going on/status? 


-- -Recent Email Excerpts -- - " Thank you for contacting FedLoan Servicing! 

In order to discuss the XXXX XXXX XXXX XXXX XXXX XXXX XXXX  program, contact our XXXX XXXX XXXX XXXX representatives from XXXX at XXXX. 

Please use the " Contact Us '' link through your online account at XXXX to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department XXXX which is open Monday through Friday, XXXX XXXX XXXX XXXX XXXX  ( ET ). 

Sincerely, XXXX FedLoan Servicing Visit XXXX for state and federal consumer advocacy resources Massachusetts residents : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MA XXXX | XXXX | XXXX XXXX Original Message... 
XXXX XXXX Message : Could you please provide me the XXXX  status of my part of an old spousal consolidation loan that should be forgiven under the program* 7 months ago, I got the reply below, but I've not had any follow up messages since. *****Thank you for contacting FedLoan Servicing! ****Your TEPSLF form is complete and is pending final review. Please allow time for this review to be completed due to the amount of extensive research involved with reviewing the qualifying payments and your employment. You will receive written communication once the final review is completed and the final determination for forgiveness has been made. ****Please use the *Contact Us* link through your online account at XXXX 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 XXXX through XXXX XXXX XXXX XXXX XXXX XXXX XXXX  *ET*. ********Sincerely, *** The information transmitted is intended only for the person or entity to whom it is addressed and may contain confidential material. Any use of this information other than by the intended recipient is prohibited. If you receive this message in error, please send a reply e-mail to the sender and delete the material from any and all computers. 

XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation