Consumer complaint received 2019-05-12
Company: AES/PHEAA
State: CA
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:
See attached documents in which I include dates, amounts, and actions that were taken by you and the company. 
Basically, I believe that I have completed all the payments and steps necessary to qualify for Public Service Loan Forgiveness, but the student loan company/servicer, FedLoan Servicing, has failed to properly account for all my payments and even has overcharged me for 3 months and refuses to refund me and continues to bill me even though I believe I already made the 120 qualifying payments. 
I have sent emails to XXXX as the company rep XXXX advised me to do, but the company has failed to respond in a timely manner. 
I have uploaded all documentation and evidence to my online account, yet the company fails to properly process the documents. 
I have called the company many times, getting promises that the company fails to keep. 

On my online account 's " File Upload History '' page, the company even took the extreme step to remove my " reason for upload '' and change the reason to something else, and never advised me that or why the company did this. 

I am attaching 16 documents, the filenames of which are : 1. File Upload History as of XXXX.pdf   2. XXXX Other - File Upload.pdf 3. XXXX Other   - File Upload.pdf 4. XXXX Other - File Upload.pdf 5. XXXX Other - File Upload.pdf 6. XXXX Other 1 - File Upload.pdf 7. XXXX Other 1 - File Upload.pdf 8. XXXX Other 2 -  File Upload.pdf 9. XXXX Other - File Upload.pdf 10. XXXX Employment Certification Form  ( PSLF ) - File Upload.pdf 11. XXXX Other - File Upload.pdf 12. XXXX Application for Forgiveness ( PSLF ) - File Upload.pdf 13. XXXX email XXXX XXXX XXXX XXXX XXXX to XXXX re continued failures by FedLoan servicing.pdf 14. XXXX letter to FedLoan re continued failures.pdf 15. XXXX email XXXX XXXX XXXX XXXX XXXX   to  XXXX re Public Service Application for Forgiveness with supporting docs.pdf 16. Public Service Application for Forgiveness - XXXX XXXX - with supporting docs - XXXX escalated email.pdf The attached documents should be read in chronological order as I sent them to FedLoan   Servicing. The filenames have a 2-digit month, day, and year. 
The first document - File Upload History as of XXXX.pdf - shows my File Upload History as well as the date and reason for upload. I sent the next 11 documents to FedLoan directly by uploading the documents to my online account. These documents have filenames ending with " File Upload ''. After these uploaded documents were not properly or timely processed, I called and complained to FedLoan, who then advised me via voicemail - not in writing, of course, so as to *not* have a paper trail - to email FedLoan via  XXXX. So, the last 4 attached documents were emailed to the XXXX email address, who as of today, XX/XX/XXXX, has not acknowledged receipt or replied in any way. 

I believe these documents accurately and comprehensively summarize all the problems with FedLoan 's processing or failure to process my payments and my applications for Public Service Loan Forgiveness properly or timely. 

I believe FedLoan is engaging in fraud and theft by overcharging me, not refunding me, and not processing my payments and my applications for Public Service Loan Forgiveness properly or timely. FedLoan has failed to properly or timely communicate with me. 

I would be happy to sign onto any lawsuit CFPB or other entity or individual has filed against FedLoan. I would be happy to provide any other documents or information and answer any questions CFPB staff may have about these matters. There are more documents, but I am sending what are the most important and relevant ones now. My case is very well-documented with plenty of written evidence to prove my case.

Company response to consumer: Closed with explanation