Consumer complaint received 2018-08-07
Company: AES/PHEAA
State: MI
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
I am trying to get a PSLF eligibility tracking statement. This has been an ongoing problem for over a year. I have detailed the events for your review. 

XX/XX/XXXX I receive my PSLF eligibility tracking statement. The dates on the tracking are incorrect. I email XXXX, notify them of the error, and request that they contact me to tell me they are working on getting the dates corrected. 

( no response ) XX/XX/XXXX I call XXXX to check on whether the dates have been corrected. I am told to call back in XXXX. 

XX/XX/XXXX I call XXXX and am told the dates have been corrected. 

XX/XX/XXXX My employer submits my annual PSLF certification form. 

XX/XX/XXXX I receive two letters confirming receipt of my PSLF certification form. Both letters have incorrect dates. 

XX/XX/XXXX I email XXXX notifying them of the error and requesting that I get written confirmation that the dates had been properly corrected. 

XX/XX/XXXX I receive a response by email from XXXX at XXXX. It in no way acknowledges the error in the dates or suggests that anything is being done to correct the dates. XXXX has not read my email. 

XX/XX/XXXX I email XXXX requesting confirmation that the dates on my PSLF tracking have been corrected. 

XX/XX/XXXX I receive a response by email from XXXX listing the dates on my account without acknowledging my complaint that the dates are incorrect. 

XX/XX/XXXX I email XXXX  repeating that the dates they have are incorrect. I again request that the dates be corrected. 

( no response ) XX/XX/XXXX I email XXXX XXXX again requesting that the dates be corrected. 

( no response ) XX/XX/XXXX I email XXXX XXXX again requesting that the dates be corrected. 

( no response ) XX/XX/XXXX I send another email to XXXX ( not XXXX specifically ) requesting that the dates on my account be corrected. 

XX/XX/XXXX I receive an email from XXXX at XXXX. I am told for the first time that XXXX contacted my employer on XX/XX/XXXX and was given the incorrect dates by my employer. 

XX/XX/XXXX I contact my employer. The Time & Leave department confirms that an employee accidentally gave incorrect dates to XXXX on XX/XX/XXXX. The head of the department calls XXXX to submit the correct dates. 

XX/XX/XXXX I email XXXX at XXXX requesting confirmation that the dates have now been corrected and that I receive an updated PSLF eligibility tracking statement. 

XX/XX/XXXX I receive an email from XXXX at XXXX. She does not acknowledge the error in the dates or that any correction has been made. She says that my PSLF certification dates are under review and that I should get an update in 15 business days. 

XX/XX/XXXX I email XXXX again trying to confirm if the dates have been corrected. 

( no response ) XX/XX/XXXX I receive two letters. The first certifies my current employment, but does not acknowledge my previous qualifying employment. The second letter says that my employment does not qualify for PSLF and provides no dates. 

XX/XX/XXXX I email my employer. The head of the Time & Leave department again contacts XXXX to make sure they have the correct dates of my employment. He is told that I should expect confirmation of the correction in 7-10 business days. 

XX/XX/XXXX I receive a letter from XXXX. It lists dates that I knew I did not qualify for PSLF and says that they don't qualify for PSLF. It does not acknowledge the previously listed incorrect dates or confirm that the correct dates are on my account. 

XX/XX/XXXX I call XXXX. I am given verbal confirmation that the dates on my account are correct. I request a PSLF eligibility tracking statement so that I have confirmation in writing that my account has been corrected. I am told to expect it in 90 days, but that it should be sooner because one was already produced last XXXX - it simply needs to be corrected. 

( I do not receiving tracking statement ) XX/XX/XXXX I call XXXX. I ask when I can expect to receive my PSLF eligibility tracking statement. I am told they don't really know, it could take 120 days. I explain that I have been trying to get this fixed since last XXXX and I do not understand why there have been so many delays. I am transferred to a supervisor who says the statement is under review and I should receive it by XX/XX/XXXX. He states that he will send an email to try to get it expedited. 

( I do not receive tracking statement ) XX/XX/XXXX I call XXXX. I am told the PSLF tracking statement is still under review. I am given no idea when I can ever expect to receive this record of my account. I tell them that I am submitting a CFPB complaint. They say they will send another email to expedite it. I explain that they did that in XXXX and it didn't get me anywhere. 

XX/XX/XXXX I am submitting my CFPB complaint.

Company response to consumer: Closed with non-monetary relief