Consumer complaint received 2019-08-21
Company: AES/PHEAA
State: AR
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:
Fedloan Servicing took over my loans in XXXX of XXXX after I initiated the PSLF application process. I maintained my auto-payments that were established with my original lender and was never notified of changes to my invoice or loan structure. My loans are Direct Loans and I was under the Graduated Repayment Plan, I knew I would be denied for PSLF, but I am hopeful for the Temporary Expansion of the Public Service Loan Forgiveness program as I have worked for over 10 years in non-profits, made 120 on time qualifying payments, all of my employers have been certified and I have always paid in excess of what my established billing amount has been for years. I have been battling Fedloans since XX/XX/XXXX with consistent denials as a result of incorrect information on their part. They recognize the errors when I call and inform me that they will resubmit my application for review with TEPSLF. They will not allow me to speak to a representative at TEPSLF and will not provide copies of our conversations nor the emails they claim to be sending to TEPSLF on my behalf explaining the errors. My most recent denial came in XXXX of XXXX, I received a phone call from a representative from Fedloan stating my account was ready for approval for forgiveness but they needed my employer to send a recent certification letter. I had my employer do so, and resubmitted a new application as directed by Fedloan representative. I then received notification less than two weeks later that my application was being denied because the amount that Fedloan has been invoicing me monthly is less than what my payment should be if I were under the Income Based Repayment Plan, however my monthly payments made for years, exceed what my payment should be under the IBRP. The amount being billed by Fedloan is exactly XXXX less than what the IBRP payment would be. My monthly payments are 100-150 dollars more than what my payment would be under IBRP. They also claim that my estimated IBRP amount went up almost XXXX between the XXXX notification of XXXX being the required payment, to XXXX it exceeds XXXX. My documentation that I have submitted all along to Fedloan has not changed, my household size had not changed, I have always provided my tax return documents from XXXX for full disclosure and clarity. I just found out yesterday that when Fedloan acquired my loans from XXXX in XXXX of XXXX when I submitted my application for PSLF, they altered the structure of my Graduated Repayment Plan, dropped my monthly invoiced amount from XXXX down to XXXX without my knowledge or approval, resulting in the denial of TEPSLF. If Fedloan had not changed my repayment structure and left my invoiced amount where it was with my previous lender, my application would have been approved for forgiveness. I feel this was done intentionally and illegally, I meet all of the outlined criteria for TEPSLF and Fedloan is doing their best to block the process, including by actually altering people 's loans. This needs to be stopped and I am seeking legal action, I have also notified my Attorney General for the State of Arkansas as well as the Department of Education Complaint line.

Company response to consumer: Closed with explanation