Consumer complaint received 2020-06-19
Company: AES/PHEAA
State: IN
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 am currently under the Public Services Loan Forgiveness program and have never had many issues with Fedloan Servicing before getting my employment recertified each year but I have been given incorrect and false information about my qualifying payments since XX/XX/XXXX. I have been with the same employer for the past two years and, as you will see in my uploaded documents, my employment was certified and my payments were counted toward the required 120 payments under the program rules.I submitted my yearly certification form on XX/XX/XXXX and received a letter back saying that they could not certify my employment because I had failed to fill out my Employer Identification Number ( EIN ) on the form. All forms have been included in my uploaded documents. The questions were clearly filled out and they were filled out exactly the same as they were the year before. I called FedLoan on XX/XX/XXXX at XXXX XXXX  and the customer service person looked at my form and said that she say that I had correctly filled it out and that she wasn't sure why it had been denied and that she would send it back for review. After not hearing back from from Fedloan I called them again on XX/XX/XXXX at XXXX XXXX  and was told that they were still processing my form and that I should call back in a week. I called back on XX/XX/XXXX at XXXX XXXX and was told that it was still being reviewed and that it sometimes takes a while because of the holidays. I still did not hear anything so I called back on XX/XX/XXXX at XXXX and was told that it had been approved but, for some unknown reason, there was a hold on it so it would not be reflected yet on my " qualifying payments '' yet. The person told me that it would probably be reflected after the hold was taken off of it at the beginning of the year.On XX/XX/XXXX I received a letter saying that they needed more time to see if my employer was a qualifying employer for the program ( keep in mind they said they said my same employer was a qualifying employer the year before ). On XX/XX/XXXX at XXXX ; XXXX XXXX I called FedLoan and asked why they were still needed more time since, on the previous phone call, they said that it had been approved and they were just waiting for the hold to be released. The person on the phone did not have an answer for this.On XX/XX/XXXX I received a letter saying that they could not qualify my employer because I had failed to fill out questions 9-12 on the form. The form is included in my upload and all the questions were clearly answered.I called Fedloan on XX/XX/XXXX at XXXX XXXX and said that everything had been filled out correctly. The person on the phone looked at my form and said that it had been filled out correctly and that she wasn't sure why the letter said that and that she would send it back for review. On XX/XX/XXXX at XXXX XXXX  I called Fedloan to check on the status of my issue and was told that they didn't know why there was a hold up and that it was still under review. Instead of waiting for another review I decided to just submit a whole new certification form on XX/XX/XXXX with the same information in the hopes that someone else would look at it and be able to approve it. On XX/XX/XXXX I received a letter from FedLoan indicating that they could not certify my employment because I indicated that my employer was tax exempt. I never indicated that my employer was tax exempt as you can see in my uploads. I called back on XX/XX/XXXX at XXXX XXXX and indicated to the customer service person that the form was filled out correctly. She said that she saw that I didn't check that my employer was tax exempt and she couldn't understand why I had gotten that letter. She offered to talk to another person but I told her that I appreciated her help but that I was tired of getting the run around and that i would be filing a complaint with the CFPB. My employer is a not for profit llc divided into 3 sections. One section is our foundation that gives money to various disability services organizations around the state and the other one is our sheltered workshop that employs individuals with disabilities. These two are both not for profit and the largest part of our company. The " for profit '' section is the smallest section of our company and is simply " for profit '' to fund our not for profit philanthropic foundation.

Company response to consumer: Closed with explanation