Consumer complaint received 2019-02-14
Company: AES/PHEAA
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
There is a Public Service Forgiveness Program to which I applied for and qualified for. I have been working in the public sector most of my life. While I was working for my last employer ( XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  ) I applied for the program. XXXX  signed the verification papers, acknowledging my 19 years of public service in XXXX XXXX. What I received was note from XXXX ( U.S. Department of Education ) telling me that they had changed my service provider. So instead of getting any relieve, they changed who was servicing my loan, and increased my payments. Subsequently I wrote them a letter explaining the situation. It was months before they responded and when they did, they said I didn't follow the correct process so I was denied. I called them because I did not understand what they meant. I spoke with a person on the other line who was not interested in helping me -- instead sounded like a broken record just repeating the same thing over and over again. When I asked about my options he said I could start the process all over again and fulfill another 10 years of service. When I told him I could not do that since I retired from the job ( I am XXXX years old and a widow ), he said that would disqualify me from the program because I was no longer in the public service. It was like a nightmare speaking to this person. When I asked about an appeal he said there was none, and when I asked for a contact to send a complaint he said he didn't have one. He would not allow me to speak to anyone else. Overall it was very poor customer service. What I want is for the company to see that I have paid diligently and have paid more than the initial loan by a lot. It is not like I have not paid with interest. My loan amount has not gone down at all in ten years even though I am paying more because the monthly amount I pay keeps going up every two years. It continues to be the same, and in fact, looks like it actually goes up instead of going down. They need to abide by the Public Service Forgiveness Program, for  which I believe I have completed the basic requirements. If you look at their website, you practically have to be a lawyer to understand what they are talking about. They have failed to adequately inform those who qualify. I understand that they have turned down 99 % of those who in good faith served the public and followed the letter of the law by not missing one payment. When 99 % of those who entered the program are denied, the XXXX  folks have done a very poor job of communication adequately about the requirements. I look forward to a review of the program and of my case so that my loan is forgiven under the XXXX XXXX XXXX XXXX XXXX. Thank you. XXXX XXXX XXXX XXXX : The Pennsylvania Higher Assistance Agency has been cited as one of the least customer and consumer friendly services regarding student loan programs in general and also with the public service loan forgiveness program. If I were to send you a record of what I owe you would see that the figure has not gone down considerably in the time I have been paying. In fact the amount went up again even with consistent monthly payments. It is disheartening to look at the account and see that no matter how diligent I have been in payment, the figure does not go down. The interest rate is 7.6. I pay {$290.00} a month and the interest is {$270.00} so very little is applied to the loan. I can not afford to pay more as I have been a widow over 8 years, I have a mortgage still, and other bills. This feelslike I am being robbed!

Company response to consumer: Closed with explanation