Consumer complaint received 2022-05-25
Company: AES/PHEAA
State: NY
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 received a letter from Fedloans dated XX/XX/XXXX indicating that XXXX of my student loans are being forgiven/discharged under the Public Service Loan Forgiveness . This XXXX loans date to XXXX. I contacted Fedloans on XX/XX/XXXX to verify the information and to inquire as to my remaining XXXX loans and why they were not discharged. The representative could not tell my why only partial loans were discharge and transferred me to another representative that explained that because my loans from XXXX, XXXX, and XXXX were not consolidated to my XXXX loans I could not benefit from getting them discharged. This representative adviced me to consolidate my loans and resubmit my PSLF form and transferred me to a third representative that could help me consolidate my loans. I spoke to the 3rd representative and she explained that I needed to consolidate by going on the studentaid.gov website. I told this representative that upon graduating in XXXX I told my loan servicer ( XXXX ) that I wanted all my loans consolidated and that I was under the impression that all my loans were consolidated. She confirmed that they were not an advice me to again consolidate the remaining loans which I immediate did so after getting off the phone with her on XX/XX/XXXX. 

On the same day XX/XX/XXXX I proceeded to contact my loan servicer XXXX looking for an explanation as to why my loan were not consolidated when I had previously mentioned it XXXX. I was informed by XXXXXXXX XXXX representative that my " loans were all direct loans and did not need to be consolidated ''. The XXXX representative directed me to call Fedloan again and shared that my loans were already direct loans. 

I contacted Fedloans on XX/XX/XXXX and spoke with 3 representative that passed me around and told me that there was nothing they could do for me as my XXXX loans were no consolidated with my XXXX loans that had already been discharged. I spoke to PSLF specialist who was adamant and said nothing could be done and last per my request to Account Recovery Specialist who sarcastically asked me if I was calling to have my loan forgiveness reconsidered due to misinformation/lack of information ( in fact this is my request ). With very little guidance the Account Recovery Specialist told me to submit an appeal to my PSLF by going to studentaid.org. 

I am asking for assistant in having all my loans reconsider under the PLSF waiver as I have hanging loans that were not considered for discharge due to not being consolidated with my highest count loan. Please know that my loan processor XXXX never adviced me as to the PSLF waiver and the benefit of consolidating. Up to this week XX/XX/XXXX they are still advising me that direct loans do not need to be consolidated which opposite to what Fedloans is saying. Fedloans quickly discharged my highest count loan ( XXXX ) without tell me to to consolidate or so that I dont take advantage of consolidating my most recent loans. I believe this is an oppressing practice, as it put me at a huge disadvantage. They are not willing to work with me and have told me that there is nothing they can do as my highest count loan were already discharged. 

The lack of information and misinformation by the two loan servicer/processor have significantly negatively impacted me as I have XXXX outstanding loans that could have been discharged. 

I reviewed the PSLF information posted on the studentaid.gov website and there is no information indicating the direct loans needed to be consolidated. The site makes reference that other type of loans should be consolidated/converted to direct loans. Again, all of my loans were already direct loans. Fedloans is not being just in applying the highest count loan to all my loans based on a claim of lack of consolidation that they did not advice, nor XXXX nor the studentaid website. 

I hope that you can investigate my cause and assist me. 

Thank You Highly.

Company response to consumer: Closed with explanation