Consumer complaint received 2019-03-26
Company: AES/PHEAA
State: GA
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 hope you are doing well today! I am reaching out to in a desperate attempt for help with a student loan company. My husband, XXXX XXXX was in XXXX from XX/XX/XXXX-XX/XX/XXXX. He did his service with XXXX XXXX XXXX and was awarded a XXXX XXXX for student loan expense to pursue his XXXX   XXXX degree in XXXX. 

XXXX did XXXX XXXX XXXX because at the time, I was XXXX  XXXX  our first child and it was a way to help pay student loans and pursue XXXX XXXX degrees so he didn't burden our family with debt. He served in one of the most under privileged schools in XXXX, brought clothes for kids in need there, supported them in XXXX programs and helped XXXX the XXXX XXXX. 

XXXX entered income based repayment for the PSLF program ( public service loan forgiveness ) and when the monthly repayment exceeded {$0.00}, we reached out to the XXXX XXXX and was told that they can issue payments to our servicer once a year. We reached out to FedLoans to see how to stay in compliance with the public service loan forgiveness program and we were advised that the XXXX XXXX payment has to post as 12 monthly installments to count for 12 PSLF payments. We were told that the full 12 months could be sent but they would need to put in the request that it be processed as 12 months ( and not a lump sum payment ), we said ok. They said they would put the request in and to call back after the check was received to make sure it was processed right. We called after the check was received and it was verified that it counted 12 monthly payments for PSLF. 

The following year we did the same and the following year after that. When we received a letter showing how many months that we completed in the public service loan forgiveness program, I called to see why it was so low and I was told that the XXXX XXXX payments could only count if we got a service letter that it was awarded for XXXX service. We sent that in. 

We were then told it was because we consolidated to FedLoans after the XXXX service. We were then told after that it was because it was only XXXX money. We have been told so many things and we are so confused because every single year, we called multiple times to verify that the payment would count for 12 monthly income based repayment installments that would count for 12 months of PSLF and each year it is verified- multiple times ( because I always call after the check is received too ). 

To say we are devastated is an understatement. For many years, we have followed their advice to a T. Every guidance. If we would have known that the XXXX funds wouldn't have counted, as horrible as it would have been to lose that money, we would have lost it and paid it ourselves for it to count. 

Whatever can be done, we are willing. If there is a payment override that can be done and we pay it out of pocket instead of XXXX funds, we would be willing to. 

We have XXXX little kids and have thought that we were approaching half way through this program and were so relieved to do so. We give back to our community day in and day out and have been fully compliant in everything that we have been told to do. We call repeatedly for guidance and to make sure that we are in compliance. 

My husband is still a XXXX  to this day and we found our love assisting the schools through his work in XXXX XXXX  XXXX. We still work with the XXXX   XXXX in the schools and we still donate clothes to the schools to give to kids in need. 

We are just asking for consideration and to see what can be done, please help us. 

Thanks in advance for your time and consideration, I hope you have a wonderful and blessed weekend! 

XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation