Consumer complaint received 2020-08-11
Company: AES/PHEAA
State: MO
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Upon review of the payment transaction history with FedLoan Servicing, XXXX XXXX, and XXXX XXXX XXXX, the required number of qualifying payments under the Public Service Loan Forgiveness ( PSLF ) Program will have been made as of  XX/XX/XXXX, after the final qualifying payment scheduled for XX/XX/XXXX. 

Please note that all Subsidized and Unsubsidized student loans were consolidated on XX/XX/XXXX and the loan servicer at that time was XXXX XXXX XXXX ( XXXX ). Attempts to contact XXXX XXXX XXXX were unsuccessful, as www.StudentAid.gov was not able to provide contact information for the company. XXXX XXXX XXXX was closed in XXXX and the loans were transferred to XXXX XXXX XXXX XXXX XXXX. 

XXXX XXXX XXXX XXXX XXXX provided a payment history of all payments made while designated as the loan servicer from XXXX, XXXX through XXXX, XXXX. Bank statements were requested from XXXX XXXX  XXXX for the time period of XXXX, XXXX through XXXX, XXXX. Although I was informed that XXXX   XXXX XXXX does not keep records past the seven year retention period, and was unable to obtain the requested statements showing proof of payment. 

After several hours of research online, I found an email address for XXXX   XXXX XXXX ( XXXX XXXX ) from a XXXX post. This post, made by a person in a similar situation to mine, stated that if you contact the following email address ( XXXX ), XXXX would be able to pull payment records during the time period that is was known as XXXX XXXX XXXX. I received the below response from XXXX  after contacting the above listed email address : The XXXX XXXX XXXX business line was separate from XXXX XXXX XXXX ( XXXX  ). XXXX did not service this type of loan and we have never had access to any of those records. XXXX XXXX XXXX servicing closed in XXXX and all active loans were transferred to a new servicer. It is our understanding that when XXXX XXXX XXXX discontinued servicing, the loan data was sent on to the subsequent servicer. If your XXXX is unable to provide assistance, we suggest contacting the Department of Educations Office of the Ombudsman at XXXX. 

Attached is a signed Employment Certification Letter verifying my employment with the State of XXXX from XX/XX/XXXX through still employed. During this time period I was also employed by XXXX XXXX XXXX from XX/XX/XXXX through XX/XX/XXXX. Both of these places of employment qualify under the XXXX XXXX XXXX XXXX XXXX. 

In closing, I am requesting that you recalculate the number of qualifying payments that have been made to my account, as XXXX XXXX has inaccurately calculated my loan forgiveness date as XX/XX/XXXX instead of XX/XX/XXXX. There were 15 qualifying payments made to XXXX XXXX ( XX/XX/XXXX-XX/XX/XXXX ), 76 qualifying payments made to XXXX XXXX ( XXXX XXXX ), and 28 qualifying payments made with XXXX XXXX XXXX ( XX/XX/XXXX XX/XX/XXXX ). 

Thank you for your time and attention to this matter.

Company response to consumer: Closed with non-monetary relief