Consumer complaint received 2021-12-15
Company: AES/PHEAA
State: OR
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 have had multiple issues with the XXXX XXXX XXXX XXXX XXXX through Fedloan servicing that I have tried to resolve directly with Fedloan via multiple phone calls and inquiries, as well as working with partner/outside organizations to help resolve this issue. 
The following details the most recent experience I've had with this program. I filled out the application for loan forgiveness on XX/XX/XXXX. On XX/XX/XXXX I received a letter from Fedloan that they received my application for forgiveness which had been filled out, and signed by me and my employer. On XX/XX/XXXX, I got notification from Fedloan that I have made XXXX XXXX qualifying payments. Please see attached documents for details. There is also a notification on my Fedloan website that I have made XXXX qualifying payments. 
On XX/XX/XXXX, I received a letter from Fedloan that said that my employer needed to contact them, as there was missing information on my application according to the letter. The letter did not specify how to contact them or provide any specific contact information. I consulted with my employer, we reviewed the XXXX forgiveness application that we submitted together and did not see any missing information. However, we decided to call Fedloan together, with hope to resolve the issue. Here are details from the call. 
1 ) Waited on hold from XXXX, spoke to XXXX ( XXXX ) about the issue related to the letter I got on XX/XX/XXXX about my employment verification and section XXXX not being completed properly ( even though it was ). She said that a XXXX needs to update my account once they have my employer 's verification that I am still employed at ( my PSLF qualifying employer, a non-profit agency, that I have been employed at since XX/XX/XXXX ). 
2 ) We were transferred at that time and on hold until XXXX. We Spoke with XXXX ( XXXX ). When I shared that the application we submitted for XXXX, from what we could see, was completed correctly and did not have any missing information she said that they are changing the forms, and planning to require that employers put the date the form was filled out as the " last date of employment '' and that is why they needed additional verification from my employer. My employer gave her title and verified that I am still currently employed, and XXXX updated the account and said that I should receive written notification. To date, ( XX/XX/XXXX ) I have not yet received any written notification. 
XXXX ) I asked if there was anything else I needed to do and she said no. She said that I could certify my iXXXX XXXX XXXX XXXXXXXX  and continue making payments if I don't get forgiveness before my first payment is due. She also said that I will be refunded all payments back to the date of XXXX payments if/once my balance is forgiven. She also said that it could take several months, there is no timeline, but then later said some people have already received forgiveness. The next step should be that I hear whether or not my loan forgiveness is processed.

Company response to consumer: Closed with explanation