Consumer complaint received 2019-09-24
Company: AES/PHEAA
State: CO
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:
To whom it may concern : I am writing because for the last 2 years I have submitted an employment certification from that appears to have been processed because I receive a letter stating my employer qualifies. However the letter states I should be getting a notification of my qualifying payment count, the estimated number of payments still required and the date I should be expected to be eligible to apply for forgiveness. The only time I have received such a notification was the very first time I submitted an employment certification from several years ago, before my loans were transferred to MyFedLoan. Below is the email chain of communication I've had with MyfedLoan over the last year. After the first email reply I was told the information would be mailed out within 20 days. I'm tired of poor customer service with no follow through and no consequences. When I call I'm continually told misinformation which is why I now try to only communicate in writing with them. I feel that my loans have been continually mismanaged since being transferred to MyFedLoan to the point that I feel they're actively trying to cause errors so that I can't qualify for the public service loan forgiveness program. 

Thank you for any help you can provide, XXXX Start of copy of email communication with FedLoan Servicing : Thank you for contacting FedLoan Servicing! 



We apologize for not yet being able to provide you with the number of qualifying payments made toward Public Service Loan Forgiveness ( PSLF ). Since each account must go through a detailed review process, providing you with these details can sometimes take a great deal of time. Please be assured that the letter you requested will be sent once our review is complete.

Please use the " Contact Us '' link through your online account at MyFedLoan.org 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 Monday through Friday, XXXX XXXX - XXXX XXXX XXXX XXXX XXXX. 



Sincerely, XXXX FedLoan Servicing >> Original Message ...

>> Message : Hi, please see the email chain below. As of today I have still not received anything via paper or electronic mail. I have been trying to obtain the written letter certifying my payment count and potential date of eligibility since XXXX of this year XXXX XXXX ). My last employment certification was verified on XX/XX/XXXX. In XXXX I was informed that this would be mailed out within 20 days. It is now 6 months since the original letter should have been generated and sent. If you could please advise me on the expected timeline for competition that would be greatly appreciated. ( emails have been deleted d/t character restrictions, attempted to leave reference numbers ) >> Thank you >> Sent : Sunday, XX/XX/XXXX XXXX XXXX >> Subject : XXXX XXXX : Public Service Loan Forgiveness Reference ID : XXXX >> Sent : XX/XX/XXXX XXXX >> Reference XXXX >> On XX/XX/XXXX, at XXXX XXXX >> Sent : XX/XX/XXXX XXXX original follow up sent deleted d/t space Thank you for contacting FedLoan Servicing! 

We have submitted a request to have this processed for you. Please keep in mind while we are attempting to try and get the payment count processed sooner this request still can take some time. These letters contain very detailed information and rushing through this process can result in an incorrect payment count. While we understand this is fustrating when waiting for accurate information we are working digiently to resolve your concerns. Your continued patience is appreciatled. 

You can view your Public Service Loan Forgiveness ( PSLF ) qualifying payments for the eligible periods of time that have been certified by your employer by selecting Loan Details from the left-hand side and click the View Details button for each of your Direct Loans. Please note the number of qualifying payments does not update each month. This number will update after a new Employment Certification Form ( ECF ) is received and approved. 

Please use the " Contact Us '' link through your online account at MyFedLoan.org 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 Monday through Friday, XXXX XXXX - XXXX XXXX XXXX XXXX XXXX. 

Sincerely, XXXX FedLoan Servicing >> Original Message ... 
>> To : XXXX >> Subject : Public Service Loan Forgiveness >> Sent : XX/XX/XXXX XXXX >> Message : I have still not received anything via paper or electronic mail beyond the correspondence below. Can you please mail me the detailed payment count that is referenced below. 
>> >> >> Thank you, >> >> >> Re : Public Service Loan Forgiveness >> Reference XXXX >> >> >> >> On XX/XX/XXXX, at XXXX XXXX, >> >> >> Thank you for contacting FedLoan Servicing! 
>> >> >> This email is in response to your recent correspondence regarding your education loans serviced by FedLoan Servicing. We appreciate your interest and concerns regarding your account. 
>> >> >> A request has been submitted to have detailed payment count for Public Service Loan Forgiveness ( PSLF ) mailed to you. We apologize this information was not sent out previously. Due to the current volumes, it may take up to 20 days for processing. However, your request may be completed sooner. 
>> >> >> >> Sincerely, >> >> >> XXXX  >> FedLoan Servicing >> >> >> Original Message >> Subject : Public Service Loan Forgiveness  >> Sent : XX/XX/XXXX XXXX >> >> >> Message : I am writing because for the last 2 years I have submitted an employment certification from that appears to have been processed because I receive a letter stating my employer qualifies. However the letter states I should be getting a notification of my qualifying payment count, the estimated number of payments still required and the date I should be expected to be eligible to apply for forgiveness. The only time I have received such a notification was the very first time I submitted an employment certification from. When and how should I expect to be updated on my payment count and potential date of eligibility? The last letter I received qualifying my employment is dated XX/XX/XXXX. Thank you for your time. 

This message contains privileged and confidential information intended for the above addressees only. If you receive this message in error please delete or destroy this message and/or attachments. 

The sender of this message will fully cooperate in the civil and criminal prosecution of any individual engaging in the unauthorized use of this message. 

Code : PHEAA

Company response to consumer: Closed with explanation