Consumer complaint received 2020-02-05
Company: AES/PHEAA
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
Good morning, I am writing in regards to my public loan forgiveness account ( XXXX XXXX XXXX ) payments. I received a letter on XX/XX/XXXX with the audit after I sent a complaint into my attorney generals office. I am still following up on its inaccuracy a year later. I contacted XXXX XXXX, listed on the letter, I spoke with him on XX/XX/XXXX and requested an additional audit on XX/XX/XXXX. I have followed up with him multiple times ( at least 6 times ) since then for an update. 

I received an update on my qualifying payments in my account on XX/XX/XXXX stating I have made a total of 50 qualifying payments but it should be 59 qualifying payments. I was employed at XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. I made qualifying payments throughout employment minus 2 months of deferment to switch payment plans ( another frustrating fact ). I used an education award starting XX/XX/XXXX that was supposed to be split up into qualifying payments. I called and confirmed this was allowed before I submitted the award and was ensured it would be split up into payments. The payment is showing up on my account but as one lump sum payment instead of being spread out into monthly payments. 

Currently my balance shows : XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX It should be : XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX I contacted the office of consumer advocacy on XX/XX/XXXX to follow up to my complaint. I was notified that they could not help and advised to contact the studentaid.gov ombudsman. I contacted the ombudsman on XX/XX/XXXX who then directed me to contact the Education departments ombudsman. The Education departments ombudsman was unresponsive ; therefore, I contacted the studentaid.gov ombudsman again on XX/XX/XXXX. 

Student aid.gov Ombudsman XXXX XXXX/Education Dept. Ombudsman XXXX Case # XXXX, I received an email on XX/XX/XXXX stating the lump sum could not be applied. 
I emailed back on XX/XX/XXXX explain I was given false information and made a decision based on this false information that I would not have made otherwise. It just doesnt make sense. 
I received a follow up email on XX/XX/XXXX denying the claim again. 
I called the student aid ombudsman again on XX/XX/XXXX and spoke to XXXX. She referred my call back to the case worker to review my request and call me back. 

I have made payments every month since I started the program and recertified my employer every year since I started XX/XX/XXXX, except for three months of deferment ( XXXX ) to change my payment plan. I should have 78 qualifying payments as XX/XX/XXXX. 

The amount of time I have spent on calling, and writing letters and emails on this issue is insane. This program has been poorly managed and false information has been give hurting everyone who is enrolled. I have been a public servant for over 7 years and would like to be able to use the benefits of this program without the added stress in has caused me. Please provide a response. 

Thank you for your time, XXXX XXXX

Company response to consumer: Closed with non-monetary relief