Consumer complaint received 2022-02-07
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:
Upon finding out that my current employment as a XXXX would qualify me ( as of last XXXX ) for PSLF, I submitted my employer information document. I had made sure to check every box as I was a teacher beforeXX/XX/XXXX, and was very close to forgiveness. I had the proper qualifying loan, I had counted every payment, and I was sure that I had reached the qualifying 120 payments for eligibility for forgiveness. When I submitted my paperwork, FedLoan Servicing informed me that I did not have enough qualifying payments. I went to check their payment tracker and all my payments from XXXX were disqualified because they claim that an amount was not due for those billing periods. 

I looked into my paper records and found three examples of bills from those periods with amounts due. I made those payments on time, yet they were not recorded. My guess is that when my loans were transferred from XXXX XXXX XXXX to MyFedLoans, some mistake was made in the classification of these payments. 

I included in my complaint to the company the following documentation of their records and the paper bill that contradicts their records. 

XXXX XXXX XXXXXXXXXXXX XXXXsharing The documents clearly show that not only were there bills due for the dates in question, but that I had paid them. 

They reviewed the information and replied with the following : _____________________________________________________________________ Thank you for contacting FedLoan Servicing. Per your request we have completed our review of your eligible and qualifying payment counts in your pursuit of Public Service Loan Forgiveness ( PSLF ). We can confirm your payment count is accurate and now consider the matter closed.

You can review the details of your payment history, including all periods that we reviewed, by using self-service features at any time by signing into Account Access at MyFedLoan.org. You will find your payment count information under " Payments and Billing, PSLF Payment Tracking. '' You can also review all eligible repayment plans for PSLF and
TEPSLF, and other eligibility information at MyFedLoan.org/PSLF. 

We appreciate the opportunity to service your student loan account. 

_____________________________________________________________________ I called and the agent said " Not to worry because my loan would be forgiven eventually under the special XXXX payment waiver. '' They then closed the conversation. 

Although it may be true that the waiver will make me eligible for forgiveness, I would like my forgiveness now as my employment is soon to change, and I need to get this situation closed currently.

According to the terms of the PSLF as originally stated, my loans should be forgiven with the current number of payments as the first 39 payments of the 127 I have made have been misclassified as being ineligible payments when the documentation I've provided shows they are eligible. 

I need this situation resolved as soon as possible as my employment is set to change soon.

Company response to consumer: Closed with non-monetary relief