Consumer complaint received 2018-02-15
Company: AES/PHEAA
State: PA
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:
- I began employment with the XXXX, through the XXXX XXXX XXXX, on XX/XX/XXXX. My employment was then, and remains still, with the Office of XXXX XXXX XXXX ( formerly known as XXXX XXXX XXXX ), under the realm of the XXXX XXXX. 
- On XX/XX/XXXX I completed an Employment Certification Form ( ECF ), verifying my employment, dating back to XX/XX/XXXX. 
- On XX/XX/XXXX I received a letter from XXXX, stating that my ECF was reviewed and that it was determined that my employer is a qualified public service organization, with a begin date certified of XX/XX/XXXX. 
- On XX/XX/XXXX I phoned XXXX, as my online account was showing that I would not be eligible for forgiveness until XX/XX/XXXX. Since I had been working for the XXXX since XX/XX/XXXX, I was under the assumption my eligibility would be effective in XX/XX/XXXX. I spoke with XXXX, who advised me that the expected eligibility date is based off of ECFs and that XXXX did not have one on file for me since the one I had submitted in XX/XX/XXXX. XXXX suggested that I begin submitting ECFs annually. I also requested that a copy of my payment history be mailed to me, so I could see what payments were being counted, versus what payments were not. 
- On XX/XX/XXXX I received an email from XXXX in response to my request for the Payment History on my account. One of the letters attached to the email stated that I had made 40 qualifying payments. The letter also stated that the ECF on file listed me as being employed with XXXX XXXX of XXXX XXXX from XX/XX/XXXX through XX/XX/XXXX. The attached Payment History showed that a payment from XX/XX/XXXX was not being counted for potential forgiveness, stating that they payment was made too early. I am unsure how that is possible, when my father makes the payments. He waits for the paper statement to be delivered via the USPS. He then writes a check and returns it, again, via the USPS. I have made numerous requests for a copy of the policy showing where payments " made too early '' do not count. On the documentation I have, it only reads that payments made more than fifteen days after the due date will not count. There is no mention of payments made early. To date, no copy of a policy regarding early payments has been offered. 
XXXX also indicated that they are not counting a payment that was made XX/XX/XXXX, stating that the full amount was not paid. They are stating that {$250.00} was due, and that only {$190.00} was received. Again, I have made numerous requests for a copy of the billing statement and have never been provided with one. When my father receives these bills, he writes the check for the exact amount on the bill. 
As a result, XXXX is also not counting a payment that was made XX/XX/XXXX, stating that the account was past due.Countless requests have been made for copies of the monthly statements from XX/XX/XXXX through XX/XX/XXXX, and those have never been provided. 
- On XX/XX/XXXX I submitted an updated ECF to XXXX, showing that I remained an employee of the XXXX XXXX XXXX XXXX XXXX, showing my start date as XXXX XXXX and showing that I was still employed. 
- On XX/XX/XXXX a letter was created by XXXX indicating that they reviewed my most recent ECF and that I had made 66 qualifying payments.

- On XX/XX/XXXX XXXX created a letter stating that they reviewed my most recent ECF and that I had made 67 qualifying payments. 
- In a telephone conversation with XXXX employee XXXX, on XX/XX/XXXX, she stated that the system showed that I could be eligible for forgiveness XX/XX/XXXX, XXXX.I had also asked XXXX to send documentation showing what payments they were and were not counting to date, with an explanation on why the ones that were not being counted were not. To date, I have never received that. 
- On XX/XX/XXXX I submitted an updated ECF to XXXX, showing that I was still employed with the XXXX XXXX XXXX XXXX XXXX and that I had started that employment on XX/XX/XXXX. 
- My monthly statement dated XX/XX/XXXX shows that I made 67 qualifying payments. 
- On XX/XX/XXXX XXXX created a letter stating that I had made 44 qualifying payments. 
- On XX/XX/XXXX XXXX created a letter stating that they reviewed my most recent ECF and determined that " XXXX XXXX XXXX  XXXX XXXX  XXXX '' is a qualified employer and that my qualifying employment began on XX/XX/XXXX and ended XX/XX/XXXX. 
- My monthly statement dated XX/XX/XXXX shows that I made 77 qualifying payments. 
- My monthly statement dated XX/XX/XXXX shows that I made 77 qualifying payments. 
- My monthly statement dated XX/XX/XXXX shows that I made 77 qualifying payments. 
- My monthly statement dated XX/XX/XXXX shows that I made 77 qualifying payments. 
- My monthly statement dated XX/XX/XXXX shows that I made 77 qualifying payments. 
- My monthly statement dated XX/XX/XXXX shows that I made 77 qualifying payments. 
- My monthly statement dated XX/XX/XXXX shows that I made 77 qualifying payments. 
- My monthly statement dated XX/XX/XXXX shows that I made 77 qualifying payments. 
- My monthly statement dated XX/XX/XXXX shows that I made 77 qualifying payments. 
- On XX/XX/XXXX a letter was created by XXXX regarding an ECF that I had submitted to them on XX/XX/XXXX. XXXX indicated there was a possible discrepancy with the Employer 's EIN and requested a copy of my XXXX. 
- On XX/XX/XXXX I faxed a letter to XXXX regarding their letter dated XXXX. I advised them that multiple Employment Certification Forms have been submitted since the one in question, from XX/XX/XXXX, and that every one of those forms have listed me as being employed by the same agency since XX/XX/XXXX. I included a copy of my Employment Certification Form that I had submitted to them on XX/XX/XXXX, as well as the requested XXXX. In my review of the ECF and the XXXX, I did notice two different EINs. I explained to XXXX in my letter this date, that while I am an employee of the XXXX XXXX XXXX XXXX, our agency falls under the XXXX XXXX   of the XXXX XXXX XXXX. Therefore, my employer entered the XXXX EIN on the ECF, but my XXXX reflect the EIN of the XXXX XXXX. I clarified that the employment is one and the same. 
- On XX/XX/XXXX I submitted an updated ECF to XXXX, showing that I remained an employee of the XXXX XXXX XXXX, showing my start dated as XXXX. 
- On XX/XX/XXXX I was unable to complete an online certification due to XXXX still having documentation under my maiden name. 
- On XX/XX/XXXX I called XXXX and spoke with XXXX. XXXX advised me that to get my last name updated, I needed to send in a copy of my PA Drivers License with a copy of the PennDOT issued update card, showing my name change. In addition, XXXX advised that I would need to complete the paper version of the IDR application and provided me with the website where I could find it. The website provided did not work. XXXX was advised of this and he attempted to access it on his end and confirmed that the link no longer worked. XXXX was clearly frustrated and indicated that his employer never advised him that the link was being deactivated. Together, we XXXX searched and found a form that he indicated would be acceptable for me to complete and submit. He advised me to complete it, and upload it online, along with my tax information. 
- On XX/XX/XXXX, via the XXXX online file upload system, I uploaded a copy of my Pennsylvania Driver ' License and a copy of my PennDOT License Update card, showing my corrected last name. 
- My monthly statement dated XX/XX/XXXX shows that I have made 54 qualifying payments. 
- On XX/XX/XXXX I emailed XXXX and made a third request for monthly statements from XX/XX/XXXX through XX/XX/XXXX and from XX/XX/XXXX through XX/XX/XXXX. I also asked for clarification on the fluctuation in the number of qualifying payments I had made. 
- On XX/XX/XXXX XXXX created a letter stating that they reviewed my ECF and that I had made 64 qualifying payments. They are showing my dates of employment as XX/XX/XXXX through XX/XX/XXXX. Then XX/XX/XXXX through XX/XX/XXXX. Then XX/XX/XXXX through XX/XX/XXXX. Lastly, XX/XX/XXXX through XX/XX/XXXX. ( There is no employment being counted from XX/XX/XXXX through XX/XX/XXXX, and there should be. ) - On XX/XX/XXXX I called XXXX to go over the missing months of XX/XX/XXXX through XX/XX/XXXX. I spoke with XXXX and eventually asked for a Supervisor. XXXX stated that no Supervisors were available and indicated she could have a Supervisor call be back in 24 - 48 business hours. To date, no one has called me. 
- Again, on XX/XX/XXXX I uploaded a second copy of my PA Driver 's License and update card, as XXXX created letters on XX/XX/XXXX and again on XX/XX/XXXX on how to get the information updated. That documentation had already been scanned to them on XX/XX/XXXX and they, to date, have taken no action. 
- My monthly statement dated XX/XX/XXXX shows that I have made 64 qualifying payments. 
- TO DATE, I HAVE MADE 91 QUALIFYING PAYMENTS. *IF* you exclude the payments they are not counting from XX/XX/XXXX ( made too early ), XX/XX/XXXX ( allegedly not paid in full ), and XX/XX/XXXX ( account allegedly past due ), I have made 88 qualifying payments. Also, to date, they have not corrected my last name, have not sent me a copy of the early payment policy, have not sent me copies of the monthly statements I requested, and have not returned my call.

Company response to consumer: Closed with explanation