Consumer complaint received 2020-06-06
Company: AES/PHEAA
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I am having an issue with my current forgery loan discharge application submitted to the loan services myFedloan.org. I had 3 federal student loans taken out in my name for XXXX XXXX XXXX XXXX during a time when I was not even a XXXX there. The master promissory note was dated XX/XX/XXXX yet I was a XXXX there from XX/XX/XXXX to XX/XX/XXXX. The master promissory note also spelled my last name incorrectly. I became aware of the fraud after viewing the master promissory note on XX/XX/XXXX and submitted my unauthorized signature application along with all required documentation on XX/XX/XXXX. I received an automated email that stated they will review my application for material completeness and get back to me within 10 business days if they needed additional info. I was finally contacted on XX/XX/XXXX stating I submitted the incorrect application and that I needed to complete their forgery application ( which they dont even have listed in their online forms, however, it was emailed to me. ) After submitting the new application with all the required documentation I have still not received a resolution. I have been constantly calling for an update and am not given a response except for its being reviewed. When I did receive a response they stated they were missing my ID and post secondary school invoices that showed how my classes were paid for which I had already provided in my initial application. I recently got married 2 years ago and changed my last name so when I submitted my application I included my marriage certificate and my current drivers license. They even updated my online account info with my married last name yet they continue to claim they are missing a copy of my photo ID. I uploaded the documentation AGAIN and waited an additional 2 weeks for an answer. I continued to call to check status and after 3 weeks Im told they are missing my ID, post secondary invoices and police report to complete my application. I explained for a third time all of this was submitted twice already and it was obvious they received it as they updated my account with my married last name. I also explained for a third time that there was no police report since I just became aware of the forgery not to long ago. They stated a police report was required to complete my application so I filed one despite the current pandemic going on and uploaded the police report to their website. It has now been 3 weeks and they are not responding to my emails. I have called several times and am constantly being told its under review however no additional informstion is being given to me. The representatives I have spoken to seem like they have no idea what they are talking about as the one I spoke to today directed me to contact the US Department if Education for further info yet the email from Myfedloan.org specifically states that they are the ones who forward my application for final review if they deem my loans qualify for discharge. The representative then tells me again they dont have an answer for me and I have to remind her its been well over 10 business days and I have yet to hear back. After saying this she puts me on hold to talk to her supervisor and gets back on the line to tell me I have to contact the US Dept of Education. I am getting nowhere and have repeatedly been given the run around and I have no hope I will ever get a fair resolution. The time its taken to review My application is unacceptable and they are obviously not doing their job as they continue to request the same documentation I already provided since day one. This should be so simple, my last name WAS SPELLED WRONG and the note was dated AFTER I had withdrawn a month prior, yet I have not received a timely response or update from Fedloan servicing. I request any help you can offer in a resolution.

Company response to consumer: Closed with non-monetary relief