Consumer complaint received 2018-01-06
Company: AES/PHEAA
State: PA
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:
I applied for the Public Service Loan Forgiveness program in XX/XX/XXXX, as soon as the program was established. I was approved, but told that there was no documentation to be provided until I had made my 120 consecutive payments. I had made several calls in years following, with the same response. 
I transferred my loans to Direct Loans in XX/XX/XXXX, as I was informed that this was the only way I would continue to qualify for the PSLF. 
My 10 year/120 payment date was XX/XX/XXXX. In calling several months prior to be sure everything was in order, I was told that XXXX did not have anything in their records that I had even applied or been approved. 
I re-applied after being told that they could possibly backdate it so that my 120 payments would be considered. 
I was then told that my Direct Loan did not qualify me for the PSLF, and that I must consolidate once again to an income driven payment plan. I did this ( which raised my monthly payments ), and am now being told that none of my payments for the past 10 years will be counted. 
I have a list of documented phone calls, with each customer service rep 's " explanation '' and information. The above description does not even include the multiple times I was told my application was not received ( that was mailed/faxed a total of 4x ), that they were " waiting to hear from my employer '' ( when my HR director spoke to them on the phone in person ), and so many, many other discrepancies. My most recent phone call indicated a " long list of reasons that your previous payments do not count '', including 'deferment, default, change in employer, etc. '. None of these are true ... I have worked for the same employer for 10+ years, and had automatic withdrawal from my checking account every single month, never late, never missing a payment. In explaining this to the customer service rep, I was told that my case would have to go through a " review '' that would take at least 60 days. When asked for him to provide me a copy of my payment history ( which one rep said " disappears once you transfer your loan '' ) and/or the list of " problems '' that were on my account, he indicated that this information could not be provided to me. 

My loans should have been forgiven in XX/XX/XXXX, or at least backdated and be in the process of being forgiven. I am now starting back at square one with my very first payment being counted as last month, XX/XX/XXXX. I am XXXX XXXX XXXX, have been working 2 jobs my entire life, have sacrificed having a family, and have jumped through all of the hoops that have been required in order to qualify for this PSLF program. Every time I speak with an employee of XXXX  or PSLF I receive different, vague explanations. I have documentation of dates and descriptions of phone calls along with representatives names and ID # and all email/mail correspondences if needed. I am attaching documentation of my 10+ years of student loan payments. Any assistance in this issue would be appreciated.

Company response to consumer: Closed with explanation