Consumer complaint received 2019-04-18
Company: AES/PHEAA
State: MA
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:
In XXXX ( week of XX/XX/XXXX ) XXXX I initiated a review of 8 or 9 payments that were rejected incorrectly and was told that it would take 1 year to review them. Last week on XX/XX/XXXX I received a communication from Fed Loan stating " As a result of a review of your account records, an adjustment was made to the number of qualifying payments in our system. The adjustment resulted in an overall increase to the number of qualifying payments we have credited to your loan ( s ). '' Unfortunately, though they stated my payments increased they actually decreased from 82 to 81. Not only that but when I called to talk about it on XX/XX/XXXX I was told that there was no information on the dates that were supposed to be reviewed and the process was halted when this false letter was sent out. She said it was a " blanket letter that was sent to everyone ''. How could that be when there are specific payments on that letter?! This means that I've been waiting 7 months for nothing. In fact, worse than nothing, they took one away that I had to fight to get on there. They also told me they would restart the review process for the dates that I called about in XX/XX/XXXX. They also said that they could not give me a timeline for how long it would take to review them. The payment that was taken away, payment number 82 was given to me in XX/XX/XXXX after sending in a letter asking to have an administrative forbearance lifted from XX/XX/XXXX-XX/XX/XXXX and she said that she would be able to put that one back on, though I don't see it yet and I'm afraid will get lost in the shuffle of errors and corrections that have been made over the last 10 years of my payments. All of the supporting documents are uploaded to this complaint as evidence. 

I need help recouping the payments that I made that they are " reviewing '' immediately. They've gotten it wrong for years. Their review periods are exorbitantly long, have halted for no reason without notice and I've again received false information regarding how to move forward. The following are the dates that I asked to be reviewed in XXXX of XXXX and were not. The reasoning behind needing credit for them is also below. I wish I could be paid for the hours and hours of my life stressing about this, talking on the phone about this and complaining about this. Paying a huge payment every month should be the hardest part. Please help me get the credit I deserve. 

XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX : FedLoan stated that all of the dates above were outside of the ECF period but they now have the employment verification necessary to qualify the payments. I was working at XXXX. 

XX/XX/XXXX : As stated above I was credited this payment after sending in a letter on XX/XX/XXXX but it has since incorrectly been removed. 

XX/XX/XXXX : Initial review stated that " there was no payment due '' I was told twice that this was an error that could be fixed since there was a payment due and I made the payment. This is the month they review my for my IBR and should've been credited the payment. This happened the following year as well as in XX/XX/XXXX -- an obvious and consistent problem with their accounting. 

XX/XX/XXXX : Initial review stated that " there was no payment due '' I was told twice that this was an error that could be fixed since there was a payment due and I made the payment. This is the month they review my for my IBR and should've been credited the payment. This happened the previous year as well as in XX/XX/XXXX -- an obvious and consistent problem with their accounting. 

XX/XX/XXXX : I was incorrectly told that this XXXX dollar payment would count so FedLoan stated that I could pay the remaining XXXX to get credit for it. That balance was paid on XX/XX/XXXX and still has not been credited to my account. Here are errors piling on top of one another!

Company response to consumer: Closed with non-monetary relief