Consumer complaint received 2017-09-15
Company: AES/PHEAA
State: LA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Public service loan forgiveness credit is being miscalculated and lender will not respond appropriately.  I am STILL dealing with their refusal to count credit for months spent in a jurisdiction that counts under the law.  


I emailed about it and got three messages that were just a copy/paste of FAQs.  Finally I got a response with the following info:

****
On Thu, XX/XX/XXXX at XXXX XXXX,  wrote:

Thank you for contacting FedLoan Servicing!

Please accept our apologies for any inconvenience or confusion that this situation may have caused you.  We wish to work with you to achieve successful repayment of your student loans.

We presently have your employment certified until XX/XX/XXXX. As of this date you have made 23/120 qualifying payments towards your Public Service Loan Forgiveness (PSLF). Payments made after this date may qualify for PSLF, however will not show on your tracker until the next time you recertify your employment.

Our agency has Employment Certification Forms (ECF) approved for XXXX XXXX XXXX XXXX verifying employment from XX/XX/XXXX through XX/XX/XXXX and XXXX XXXX XXXX XXXX XXXX verifying employment from XX/XX/XXXX through XX/XX/XXXX. If you were employed with a qualifying employer between XX/XX/XXXX and XX/XX/XXXX, please submit an ECF to cover this time frame.

Click the link below to download and complete an Employment Certification Form (ECF).

XXXX XXXX XXXX

You can return your completed ECF using one of the following methods:

Fax: XXXX

Mail: FedLoan Servicing
        XXXX XXXX XXXX XXXX, PA XXXX

File Upload:
- Sign in or create an online account at MyFedLoan.org.
- Select File Upload from in the top right-hand corner by your Account Profile and Paperless Inbox options
- Choose the category that best matches your document type
- Select the content of the upload
- Find your document to be uploaded by choosing the Browse option
- Select the Upload button
- When complete, select Complete Your Upload

At any time you can select the File Upload History from the left-side navigation bar to view the documents you previously uploaded.

We recommend that you use the "Contact Us" links on our website, MyFedLoan.org, to submit inquiries via a secure email form.  Please use your email address on file when completing this form.  You may also call us toll-free at (XXXX) XXXX to reach our Customer Service Department, which is open Monday through Friday from XXXX XXXX until XXXX XXXX (ET).

Sincerely,

XXXX
FedLoan Servicing

***

I then responded about their incorrect math with this email:
On XX/XX/XXXX at XXXX XXXX,

Thank you for your message.  Do you now see the error of the counting?

"We presently have your employment certified until XX/XX/XXXX. As of this date you have made 23/120 qualifying payments towards your Public Service Loan Forgiveness (PSLF). Payments made after this date may qualify for PSLF, however will not show on your tracker until the next time you recertify your employment.

Our agency has Employment Certification Forms (ECF) approved for XXXX XXXX XXXX XXXX verifying employment from XX/XX/XXXX through XX/XX/XXXX and XXXX XXXX XXXX XXXX XXXX verifying employment from XX/XX/XXXX through XX/XX/XXXX. If you were employed with a qualifying employer between XX/XX/XXXX and XX/XX/XXXX, please submit an ECF to cover this time frame."

XXXX = 5 months

XXXX XXXX = 24 months

5 + 24 = 29 months

Yet you state above that there are only 23 months qualifying.

Also, I do have qualifying employment in the time between.  While we wait for the lawsuit regarding XXXX to settle, I have employment from XXXX which I submitted for credit and was told there was no way to credit it even though it clearly states in the law that it qualifies.  Please advise how I am to report that when the previously submitted ECFs were rejected because the State of XXXX does not have a US TIN.

***
The only response that I have received is yet another copy/paste of FAQs, with no correction of the addition nor information about how to get credit for time in XXXX.

Company response to consumer: Closed with explanation