Consumer complaint received 2021-04-28
Company: AES/PHEAA
State: NJ
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:
I am seeking a manual payment review by my federal student loan servicer, Fedloan Servicing in order to qualify for Public Service Loan Forgiveness. I have made this request over a year ago to Fedloan Servicing and they have not done so. 

1. In XXXX, I borrowed federal student loans to finance my law school education. 
2. In XX/XX/XXXX, I began employment for the State of New Jersey, a qualifying employer for the Public Student Loan Forgiveness Program ( PSLF ). 
3. In XX/XX/XXXX, I consolidated 2 federal direct loans with the Department of Education for the purposes of applying for XXXX. 
4. From XX/XX/XXXX to XX/XX/XXXX, I entered repayment status for those loans under an Income Based Repayment plan with XXXX  XXXX. 
5. During that time period, I continued to make timely payments under an Income Based Repayment plan and via electronic funds transfer. 
6. From XX/XX/XXXX to XX/XX/XXXX, my loans were serviced by XXXX 7. During that time period, I continued to make timely payments under an Income Based Repayment plan via electronic funds transfer. 
8. In XX/XX/XXXX, I created an account with Fedloan Servicing, and requested that my payment history from XXXX to XXXX to be sent to Fedloan Servicing from XXXXl for the purposes of PSLF. 
9. Under Fedloan Servicing, I continued to make timely payments under Income Based repayment plans via electronic funds transfer. 
10. To date, Fedloan Servicing considers every payment made with other loan servicers from XXXX to XXXX ineligible for PSLF, detailing that I was either not billed, or the payment was received outside the payment window. 
11. On XX/XX/XXXX, I requested that Fedloan conduct a payment count of all prior payments I had made from XXXX to XXXX to review the determination that those payments were ineligible for PSLF. 
12. As of XX/XX/XXXX, Fedloan has advised me that that request remains open and not yet completed. 
13. On XX/XX/XXXX, I requested a manual review or accounting of all prior payments from XXXX to XXXX to again have the eligibility of those payments be reviewed for PSLF. 
14. In XX/XX/XXXX, based upon Fedloan 's direction, to assist Fedloan in the manual review of prior payments which was still pending, I uploaded 230 pages of prior loan servicer records from XXXX  reflecting timely student loan payments made from XX/XX/XXXX to XX/XX/XXXX ; I also included bank records from XX/XX/XXXX to XX/XX/XXXX reflecting those payments made. 
15. The XX/XX/XXXX request for a manual review of payments remains incomplete to date. 
16. I have remained employed by the State of New Jersey, and have most recently provided an employer certification reflecting the same covering XX/XX/XXXX to XX/XX/XXXX. 
17. It is my belief that all prior payments made from XXXX to XXXX were qualifying payments under the XXXX  program. 
18. Should they be counted as such, I would be eligible for XXXX this year, having made 120 payments. 
19. Fedloan has only counted payments I made with Fedloan as eligible since XX/XX/XXXX, approximately 20 payments. 
20. I am requesting assistance so that Fedloan completes a manual review of all payments made from XXXX to XXXX to determine whether those payments are qualifying payments for XXXX and that Fedloan considers my previously provided supporting documentation in that review.

Company response to consumer: Closed with explanation