Consumer complaint received 2022-04-05
Company: AES/PHEAA
State: MD
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:
I am a Federal Student Loan borrower with FedLoan Servicing and XXXX and a participant in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I have been working as a XXXX XXXX since XXXX. My hope is that you can step in to help me and several others who have been misguided through the XXXX process and are now desperate for a resolution to our specific situation. 

After receiving notification regarding the extension of the XXXX XXXX XXXX, I completed an original consolidation online for all of my XXXXXXXX XXXX XXXX XXXX  Loans. I have had several correspondences with representatives from FedLoan Servicing beginning in XXXX, after the waiver was implemented. I began my consolidation process on XX/XX/XXXX, in accordance with the waiver instructions. I included all of my loans ( XXXX XXXX XXXX and XXXX XXXXXXXX XXXX ). I received a letter on XX/XX/XXXX that my request is almost complete. In this letter it stated : " We wanted to confirm that you intentionally included XXXX XXXX on your consolidation application, because consolidating your loans will " erase '' any qualifying payments you may have already made toward the required XXXX for XXXX and XXXX purposes ''. 

Due to receiving this letter, I immediately canceled my consolidation, as I did not want my payments to be " erased ''. I called on XX/XX/XXXX and spoke with a representative that stated I did not need to include my already consolidated XXXX XXXX with this consolidation, just my XXXX loans. This led to the representative removing my previous XXXX XXXX and leaving the XXXX XXXX out of the consolidation process. 

I was then informed that I should have included all of my loans into the consolidation for forgiveness. Because everything else was filed correctly, my account was reviewed, and only my XXXX loans were forgiven in XXXX, which had the XXXX qualifying payments. Due to not including my XXXX XXXX, my XXXX XXXX remains with XXXX and has not been sent over for forgiveness. My XXXX XXXX should have been included in the original consolidation which would have been forgiven with my XXXX loan due to the highest payment count, counting for all loans. 

This payment count should have forgiven all my loans based on the new XXXX waiver ; however, because of the FedLoan representatives change, they were not. This exact scenario has happened to several XXXX XXXX across the country over the last few months and even as late as yesterday. Weve been told there is nothing we can do to change it. 

I properly followed procedures but was horribly misled. I am now stuck with {$100.00}, XXXX that should have been forgiven on XX/XX/XXXX according to the XXXX waiver extension. Ive been told there is nothing to be done to fix this, but to wait until my 180 days and FedLoan Servicing will try to move my loans over and start the process all over again. On XX/XX/XXXX I completed the add-on loan form and submitted it to FedLoan Servicing as I am still within 180 days, since my loan was originally consolidated. It was received on XX/XX/XXXX. I spoke with XXXX from FedLoan Servicing on XX/XX/XXXX who told me that she spoke with a supervisor who advised her that I should wait until after my 180 days from consolidation ( XX/XX/XXXX ). If that happens my XXXX XXXX will not be able to take on the highest payment count of my previous consolidated loans, of XXXX qualifying payments. 

I have filed a complaint with the XXXX, which is still " pending '' and " under review ''. I do plan to contact my state representatives as well. Is there anything else I can do? Can you help me, and others resolve this injustice?

Company response to consumer: Closed with non-monetary relief