Consumer complaint received 2021-06-02
Company: AES/PHEAA
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
This is additional to complaint already filed on yesterday XX/XX/XXXX with you regarding Fedloans Service. Complaint ID # XXXX. I just need to make a correction & add additional information to statement. Please Do Not close out the complaint # XXXX with your agency! I will copy the statement that was uploaded on your website on yesterday XX/XX/XXXX. Heres what I need to correct within that statement. I stated that I spoke to Supervisor XXXX with the Public Service Loan Forgiveness Department which was the wrong name. I need to change the name to Supervisor XXXX. XXXX is the Supervisor I spoke to on XX/XX/XXXX that stated my PSLF 120 qualifying monthly payments application okay, nothing else needed, Studentaid.gov has my application and its pending for verification that my employer is a Public Service Agency. Per Supervisor XXXX with the PSLF Department, the process take 60 days from the date it was submitted ( which the application was confirmed received & nothing else required per Fedloans Customer Service by email on XX/XX/XXXX and on XX/XX/XXXX by phone Supervisor XXXX with the Public Service Loan Forgiveness department escalated my application to the processing department for them to send to Studentaid.gov. Per Supervisor XXXX application was pushed by the Processing Department to Studentaid.gov on XX/XX/XXXX. I spoke to Supervisor XXXX twice ( once in XXXX and again on XX/XX/XXXX ) that my application is okay and its just pending for Studentaid.gov to verify my employer is Public Service. Im going to copy and paste the original complaint filed on XX/XX/XXXX with you ( complaint ID # XXXX ). Within that statement you will see that I originally stated a Supervisor XXXX but it should be Supervisor XXXX and I also provided a date of XX/XX/XXXX is when I spoke to supervisor XXXX. I cant remember the first time I spoke to Supervisor XXXX when he confirmed that status of my PSLF application for approval with Studentaid.gov. I believe it was sometime the middle or ending of XX/XX/XXXX or the first week of XX/XX/XXXX. Also I would like to add the ID # for Supervisor XXXX ( shes the Supervisor I spoke to on XX/XX/XXXX ) that was mentioned in my complaint. Supervisor XXXX ID # is XXXX. 

XXXX A COPY OF COMPLAINT SENT TO YOU XX/XX/XXXX. 

On XX/XX/XXXX Fedloans Service customer service representative confirmed by email that my Public Service Loan Forgiveness application for 120 qualifying monthly payments was received. On XX/XX/XXXX I called Fedloans, the Public Service Loan Forgiveness dept ( PSLF ) spoke to Supervisor XXXX that confirmed my PSLF application was good to go & she escalated it to the processing department for them to send to to Studentaid.gov. Per online information on timeframe once received will take 60 days or less if my application & payments was verified often. On XX/XX/XXXX around XXXX spoke to Supervisor XXXX in the PSLF department which confirmed that my application was with Studentaid.gov to verify my employer is indeed a Public Service Agency . I called Fedloans again around the week of XX/XX/XXXX to speak to a Supervisor in the PSLF dept to check status since its now over a month. I spoke to a Supervisor XXXX in the PSLF department, per him yes my application is still pending for verification of employer and yes it take up to 60 days or sooner for a decision. He asked if I submitted the right application that was from the studentaid.gov website? I stated yes I was given the link by a Supervisor XXXX in the PSLF department on XX/XX/XXXX and XXXX told me what boxes to check, to print off the application for my employer to complete and to submit the form after XX/XX/XXXX ( by uploading the application ) since I am now at 119 monthly payments. Per XXXX there is now only one application to submit for the 120 qualifying monthly payments. I called Fedloans PSLF dept again a week later to check status for approval of the 120 credit qualifying payments, spoke to the same XXXX XXXX again. Per him my application is still pending for proof that my agency is a public service. XXXX not understanding why the verification is taking so long when Ive submitted my XXXX form annually since day XXXX of asking for XXXX, Ive been with the same agency for over 30 years and its been PLSF form has been approved each time with credits applied. There was an audit request submitted by Supervisor XXXX with the Public Service Loan Forgiveness department per my request on XX/XX/XXXX due to 3 months payments was removed in error. Per XXXX please allow up to 6 months for this process. My 3 months of credit was applied to my account so this should have speed up this process for Loan to be forgiven since payments & agency was verified.I filed a complaint & investigation on XX/XX/XXXX with Studentaid.gov ombudsman, spoke to Supervisor XXXX XXXX or XXXX XXXX which had escalated the issue to Fedloans Ombudsman and provided me with a case #. Per her it take 3-5 days from XX/XX/XXXX for the Fedloans ombudsman caseworker to handle & to provide status. I also filed a complaint with the Studentaid.gov Ombudsman due to so many issues with Fedloans and a since theres no status yet. I received an email from representative XXXX with Studentaid.gov Ombudsman that she has my case & she have 15 days but will try to have a resolution within 60 days. If they wait an additional 60 days to provide status, it will be a total of 150 days which is way over the time frame of a decision for PSLF 120 qualifying months approval ( 60 days or less timeframe ). On today 6/1/21 I called the Fedloans Ombudsman, spoke to representative XXXX by phone. I had requested to speak to a supervisor since XXXX stated that the caseworker hasnt started any action yet and its passed the 5 day due date. XXXX had me on hold & after waiting over 40 minutes, XXXX stated shes having an issue with transferring but the Agent will call me immediately after we disconnect the line. I did not receive any calls before the close of business today. On XX/XX/XXXX today, I called Studentaid.gov Ombudsman XXXX to see if theres someone else I can speak to thats over the Fedloans ombudsman Department, I spoke to Representative XXXX ph # XXXX XXXX which also stated that theres no supervisor but she transferred me back to Fedloans Servicer department. I spoke to a representative XXXX with Fedloans ServiceXXXX which transferred me to Supervisor XXXX, per her its still pending for proof of employer but could not provide me with the status from Fedloans ombudsman caseworker. XXXX only offered an apology. I feel like Im been given the run around and no one is handling my application for approval. Can you please look into is matter? Thanking you in advance! XXXX XXXX

Company response to consumer: Closed with non-monetary relief