Consumer complaint received 2020-12-02
Company: AES/PHEAA
State: VA
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:
This is a SECOND CFPB complaint because I filed a complaint related to the same matters. The previous CFPB complaint number was XXXX. XXXX The issue has not been solved in the sense that Fed Loan Servicing continues to send to me documents purporting to address the issues below BUT with basic ACCOUNTING ERRORS, for example : incorrect basic arithmetic adding up the payments indicated on the same form, as well as failing to qualify at least one payment, even after repeated attempts to have them correct these issues. XXXX There is a complete lack of quality control and supervisory oversight, even when I have specifically asked in my requests to Fed Loan Servicing that a request receive supervisory review before they respond. It's baffling and completely unprofessional. *** Below are my last two requests to Fed Loan Servicing, the first here following up on the second, earlier request : ******************************* XX/XX/XXXX WEBSITE MESSAGING REQUEST TO FED LOAN SERVICING : ***PLEASE SEND THIS REQUEST TO A SUPERVISOR*** I contacted you here via your website 's email service on XX/XX/XXXX, requesting correction of documents generated by FedLoan Servicing. XXXX New documents were posted XX/XX/XXXX in response to that XX/XX/XXXX request, however the XX/XX/XXXX DOCUMENTS STILL APPEAR TO CONTAIN THE SAME ERRORS. In fact, the " Pslf Qualifying Payment Update '' documents appear to be UNCHANGED -- WHICH IS TO SAY THAT YOUR ORGANIZATION, EVEN AFTER A SPECIFIC REQUEST, HAS SENT THE SAME ERROR-FILLED DOCUMENTS! XXXX XXXX The errors remain : *** *** ERROR 1 For loans XXXX, XXXX and XXXX, for employer " ANALYTIC SERVICES, '' the " Qualifying Payments '' show as " 0 '' when they SHOULD BE " 1. '' PLEASE NOTE THAT THERE IS A XX/XX/XXXX PAYMENT IN MY RECORDS WHICH FALLS WITHIN THE PERIOD OF CERTIFIED EMPLOYMENT AT ANALYTIC SERVICES, and I believe I was in a qualified payment program and met all other conditions at that time for a payment to be counted toward PSLF. Please compare with the " Pslf Qualifying Payment Update '' letter sent XX/XX/XXXX. The previous counting of the relevant payment has been lost. 

XXXX ERROR 2 For various loans the " Qualifying Payments ( Total ) '' DOES NOT ACTUALLY EQUAL THE CORRECT TOTAL from summing the " Qualifying Payments. '' For example, for loan XXXX, the " Qualifying Payments '' listed ( 0, 1, 3, 13, 9, 12, 5, 8, 8 ) SHOULD total " 59, '' but the total shown is " 61. '' THIS TYPE OF ERROR IS REPEATED FOR SEVERAL LOANS. 

*** THIS IS AT LEAST THE SECOND TIME THAT FED LOAN SERVICING HAS SENT DOCUMENTS CONTAINING BASIC ERRORS IN ARITHMETIC AND GENERALLY LACKING IN PROFESSIONAL COMPETENCE. IMMEDIATELY AFTER SENDING THIS EMAIL TO YOU, I AM FILING ANOTHER COMPLAINT WITH THE CFPB. 

***PLEASE HAVE A SUPERVISOR CONTACT ME BY TELEPHONE AT THE NUMBER IN YOUR RECORDS. XXXX XXXXPLEASE SEND THIS REQUEST TO A SUPERVISOR*** ******************************* XX/XX/XXXX WEBSITE MESSAGING REQUEST TO FED LOAN SERVICING : ***PLEASE SEND THIS REQUEST TO A SUPERVISOR*** Regarding your THREE XX/XX/XXXX LETTERS titled " Pslf Qualifying Payment Update, '' there are TWO ERRORS : *** ERROR 1 For loans XXXX, XXXX and XXXX, for employer " XXXX XXXX, '' the " Qualifying Payments '' show as " 0 '' when they SHOULD BE " 1. '' Please compare with the " Pslf Qualifying Payment Update '' letter sent XX/XX/XXXX. The previous counting of the relevant payment has been lost. 
XXXX ERROR 2 For various loans the " Qualifying Payments ( Total ) '' DOES NOT ACTUALLY EQUAL THE CORRECT TOTAL from summing the " Qualifying Payments. '' For example, for loan XXXX, the " Qualifying Payments '' listed ( 0, 1, 3, 13, 9, 12, 5, 8, 8 ) SHOULD total " 59, '' but the total shown is " 61. '' THIS TYPE OF ERROR IS REPEATED FOR SEVERAL LOANS. 
XXXX ADDITIONALLY I am unable to download a copy of the following letter : " Employment Certified For Pslf '' regarding XXXX XXXX from XX/XX/XXXX through XX/XX/XXXX. 
XXXX Note that there IS a XX/XX/XXXX letter which showed the WRONG DATES of employment. In your records you will see that I previously requested a correction, which request resulted in the abovereferenced XX/XX/XXXX " Pslf Qualifying Payment Update '' letters having the correct dates for XXXX XXXX. However, I NEVER RECEIVED a corrected " Employment Certified For Pslf '' letter. 
XXXX I am here REQUESTING SUPERVISOR REVIEW and : *** ( 1 ) Please SEND CORRECTED XX/XX/XXXX " Pslf Qualifying Payment Update '' LETTERS. 
*** ( 2 ) Please send a CORRECTED " Employment Certified For Pslf '' letter indicating certification of employment by XXXX XXXX XXXX XXXX as indicated above. 
Please note that ALREADY IN THE RECORDS OF FEDLOAN SERVICING are all necessary forms and documentation. NO FURTHER ACTION OR ADDITIONAL DOCUMENTATION SHOULD BE REQUESTED FROM ME. 
XXXX Today is XX/XX/XXXX. I will wait one week, until XX/XX/XXXX, for a competent reply, and, if this does not occur, I will FILE A COMPLAINT with the Consumer Financial Protection Bureau ( CFPB ).

Company response to consumer: Closed with explanation