Consumer complaint received 2019-02-27
Company: AES/PHEAA
State: GA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Case # XXXX was a prior issue that I had with XXXX. This Case was resolved because a review was completed of any and all eligible payments and my account was updated to reflect the correct number counting towards Public Service Loan Forgiveness. I was advised that number is one hundred and sixteen ( 116 ) eligible and qualifying monthly installments. I submitted a new Employer Certification Form ( ECF ) in XX/XX/XXXX and my payments XXXX  out on my online XXXX account. I made an additional payment for XX/XX/XXXX bringing my total potential eligible payments to 121. XXXX stated my eligible date of completion was XX/XX/XXXX. I submitted the Employer Certification Form and application for Public Service Loan Forgiveness as instructed by XXXX. I then received correspondence stating my application was rejected based on lack of qualifying payments. I began calling XXXX in XX/XX/XXXX about this issue. XXXX stated I lacked 5/6 qualifying payments. I reviewed my online account and it reflected 5/6 payments remaining. This was the same account that presently showed XXXX  before I sent my application in. I later checked the account again after seeking help from calling representatives with XXXX. My account now showed I had 57/63 remaining payments. I attempted to call on a weekly basis from XX/XX/XXXX to XX/XX/XXXX and was told the same thing numerous times. I was advised my account was under review and I would received an answer within 3/5 business days. I would call back after that time passed and was advised the review would take 6 months to a year. I was advised my several representatives and managers at XXXX that my payments could be seen as being paid on my account for the months of XXXX XXXX through XX/XX/XXXX. I was advised these were the payments not being county as qualifying but my Employer Certification Form was approved and my payments are electronically debited for the amount I was instructed to pay. I was advised by XXXX that it was a computer glitch and I would have to request a payment review ( which I was advised that was happening when XXXX was 1st made away in XX/XX/XXXX ) and it would potentially take a year to review the remaining 5/6 payments. I am at a standstill with XXXX and I have provided everything they need but I keep getting a runaround and I feel I am being treated unfairly because I am trying to apply for loan forgiveness. I also was advised by XXXX that my application is on file and that I would not have to re-submit a new application. I do not feel this is accurate information because I am beginning not to trust anything that XXXX recommends because of the lack of effort and misinformation that I have received. I have attached the prior complaint and recent correspondence from XXXX. The newest correspondence shows that my payments were not counted from XX/XX/XXXX through XX/XX/XXXX, these are the payments that I was informed that should quality and put my account over or at 120 qualifying payments.

Company response to consumer: Closed with explanation