Consumer complaint received 2022-05-17
Company: AES/PHEAA
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Hello, XX/XX/XXXX, I called FedLoan Servicing to check on the Limited Public Service Loan Forgiveness Waiver application I had submitted. The deadline for this application is in XXXX of XXXX. The deadline is fast approaching. 

At XXXX, XXXX XXXX after being on hold for three hours, " XXXX XXXX answered the phone. Her ID number is XXXX. XXXX did verify with me that they did have my form on file for the Limited Public Service Loan Forgiveness Waiver. 

I asked XXXX what the holdup was for 88 payments that are showing as eligible payments but they need employment verification? Please note, I have submitted from all of my current and previous educational institution employers the paperwork to certify and verify my employment multiple times over the past several years. I have worked for a total of three qualifying educational institutions for the Public Service Forgiveness Program, full-time, since XXXX. Here they are listed below : XXXX XXXX XXXX XXXX, XXXX XXXX, TX : XXXX - XXXX XXXX University, XXXX, XXXX XXXX XXXX - XXXX XXXX XXXX XXXX University, XXXXXXXXXXXX XXXX XXXX  XXXX - Current XXXX verified that my employment verification form for XXXX XXXX XXXX XXXX was received on XX/XX/XXXX. However, I have submitted this form a long time ago ; several years ago. XXXX told me that the XXXX XXXX XXXX XXXX employment verification form looks " ok, '' but it is " on hold '' because they are trying to verify everything from the Department of Education. 

Please NOTE : I have submitted all employment verification forms for all three educational institutions to FedLoan Servicing multiple times throughout many years. Why is it taking years to verify my employment from a high school in Texas? 

XXXX proceeds to tell me that " she is not seeing where XXXX University  is a verified employer for my years of employment from XXXX - XXXX, so she is going to have to send this in for review. '' XXXX tells me that " there are specific people that process these applications and she can only look over an application and search in another system for any denials. '' Please NOTE : XXXX does confirm that XXXX University 's employment verification form is a file showing in my upload history within my FedLoan Servicing account. XXXX verified with me that XXXX University 's employment verification application has been processed and this employer does qualify as a Public Service Loan Forgiveness educational institution but that this employer is showing as " no employment verification '' status.

The most recent employment verification form I have uploaded into my FedLoan Servicing account was one pdf file containing both XXXX University and XXXX XXXX XXXX XXXX. Please keep in mind that representatives from both aforementioned schools from their human resources departments have completed these forms verifying my employment with these institutions. Again, I have submitted these forms multiple times to FedLoans Servicing over the past several years. So much so that when I contact these educational employers, they keep telling me " I've already completed this form for you. '' XXXX confirmed with me that the pdf file containing the two schools ( e.g., XXXX University  and XXXX XXXX XXXX XXXX ) was scanned " ok '' and readable. This file was uploaded ( once again ) in XX/XX/XXXX. 

XXXX said that the hold on XXXX XXXX XXXX XXXX is not going to affect the XX/XX/XXXX deadline on the Limited Public Service Loan Forgiveness Waiver Program. 

XXXX confirmed that I have submitted all forms needed from all educational institutions ( e.g., XXXX XXXX  XXXX University, XXXX University,  and XXXX XXXX XXXX XXXX ) for the Limited Public Service Loan Forgiveness Waiver Program and the Public Service Loan Forgiveness Program, but that she needed to send my forms to be " relooked '' at for XXXX University  and she couldn't find anything about XXXX XXXX XXXX XXXX. 

Please keep in mind that I have submitted these employment verification forms for XXXX XXXX XXXX XXXX and XXXX University  and even XXXX XXXX  XXXX University multiple times over several years. Why is it taking many, many, years to verify my employment? 

XXXX could not provide me any case number regarding my concerns, but she did verify that I had submitted all paperwork for my employment verification for all schools/universities by the deadline of XX/XX/XXXX regarding the Limited Public Service Loan Forgiveness Waiver Program per my " file upload '' feature in my online FedLoan Servicing account. 

XXXX told me that she was going to submit a request through the system to get an update on verifying XXXX XXXX XXXX XXXX and XXXX University. She said she doesn't resend my documents but rather each document I have sent in has an identification number and for XXXX University  that is showing denied for 120 payments is reference number XXXX. She told me that there was a duplicate application on file for XXXXXXXX University and one file has been approved already but it is now updating my payments. 

XXXX said she will also submit a review request for XXXX XXXX XXXX XXXX, the reference ID is the same as XXXX University  because they were submitted together. She said she will ask them why these two educational institutions are on hold. 

I have 88 payments that are showing as " eligible payments '' but these payments are not counting towards my 120 payments under the Public Service Loan Forgiveness Program because it is showing they need to verify my employment. I have sent in this paperwork many, many times over many, many years and I want my employment verified and my payments updated in my online account. 

Thank you, XXXX XXXX, XXXX. 
XXXX ( XXXX ) XXXX

Company response to consumer: Closed with non-monetary relief