Consumer complaint received 2020-06-09
Company: AES/PHEAA
State: CT
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:
Ive worked in the XXXX  industry for over 24+ years. I first applied for a Stafford loans in XXXX with XXXX XXXX for myself and Parent Plus Loans in XXXX for my son with FEDLOAN Servicing and then consolidated these loans to the best of my recollection, I believe in XXXX over to XXXX. Then in XXXX, I was swindled by XXXX XXXX XXXX who submitted my paperwork to FEDLOAN Servicing. I was duped by XXXX XXXX XXXX of the many payments that I had forwarded directly to them with an understanding that they will in turn forward to FedLoan Servicing on my behalf. I realized that I was duped after making about five or six payments to them. 
Throughout my history with XXXX XXXX, Ive made numerous payments as well but there were struggles because of lack of employment or my salary was too low. During these times, I reached out to each organization and advised them. 
In early XXXX and XX/XX/XXXX, I submitted four ( 4 ) Public Service Loan Forgiveness Employment Certification Forms ( PSLF ) to FEDLOAN Servicing after speaking to one of their representatives on XX/XX/XXXX. The representative advised me that working for certain industry especially a healthcare industry may qualify me for the Public Service Forgiveness Program. I then forwarded completed and approved ( PSLF ) documents to FEDLOAN Servicing regarding the following organizations : 1. XXXX XXXX Hospital XXXX XXXX XXXX XXXX, XXXX, NY XXXX - DOH : XX/XX/XXXX XX/XX/XXXX 2. XXXX XXXX XXXX Hospital XXXX XXXX XXXX, XXXX XXXX, NY XXXX - DOH : XX/XX/XXXX XX/XX/XXXX 3. XXXX XXXX XXXX XXXX , XXXX XXXX XXXX XXXX, XXXX XXXX, CT XXXX DOH : XX/XX/XXXX XX/XX/XXXX - XX/XX/XXXX 4. XXXX XXXX XXXX XXXX , XXXX XXXX XXXX XXXX, XXXX, CT XXXX DOH : XX/XX/XXXX XX/XX/XXXX I called occasionally in XXXX and early XXXX but due to COVID-19, a recording advised to call back. I continued to call and then on XX/XX/XXXX, I finally spoke with their representative who advised me that they were in receipt of my documents. He explained that I was approved for XXXX XXXX Hospital and XXXX XXXX XXXX Hospital but not for XXXX XXXX XXXX XXXX , XXXX. He explained that the PSLF for XXXX XXXX XXXX XXXX , XXXX showed that I started in XX/XX/XXXX and stopped working XX/XX/XXXX. I advised him that information was incorrect and I re-uphold PSLF for XXXX XXXX XXXX XXXX with dates of employment. 
On XX/XX/XXXX, I received a letter from FEDLOAN Servicing which stated the following : Your employment qualifies you to participate in the PSLF Program for the certified employment time periods provided above. Note, if the dates of employment that you submitted on the form differ from those listed above, it may be due to the overlapping employment periods, dates certified into the future, or periods of employment or other before XX/XX/XXXX ( which do not qualify for PSLF ). 
The following was listed in the letter I received : XXXX XXXX HOSPITAL - Zero ( 0 ) qualifying payments. 
XXXX XXXX XXXX XXXX Five ( 5 ) qualifying payments. 
XXXX XXXX XXXX XXXX, XXXX - Zero ( 0 ) qualifying payments. 
There was NO information on XXXX XXXX XXXX XXXX. 
After receiving this letter on XX/XX/XXXX, I contacted FEDLOAN Servicing for an explanation and advised them of their error. The representative advised that XXXX XXXX Hospital was, in fact approved for qualifying payments but he was not sure why it was not reflected in the letter and he would look into this matter further. In addition, he agreed last day worked for XXXX XXXX XXXX XXXX , XXXX will be corrected to reflect XX/XX/XXXX and not XX/XX/XXXX which FedLoan Serving erroneously listed. I also asked about XXXX XXXX XXXX XXXX XXXX XXXX and he advised that FEDLOAN did not have the PSLF. I immediately, on said day, went to the FEDLOAN Servicing website and re-uploaded/re-submitted Personal Service Loan Forgiveness Form ( PSLF ) for not only XXXX XXXX XXXX XXXX, XXXX but also XXXX XXXX XXXX XXXX and XXXX XXXX Hospital. 
I called FEDLOAN Servicing again later that day on XX/XX/XXXX, at approximately XXXX to confirm they were in receipt of these documents and they confirmed they did receive them. The representative was very attentive and she painstakingly confirmed each document to me to make sure that PSLFs that I had submitted were correct. She then advised me that XXXX XXXX Hospital was showing an error on their end but she would re-submit all PSLFs for approval again. 
On XX/XX/XXXX, I received another letter from FEDLOAN Servicing. As you can see, based on the breakdown below spreadsheet, XXXX XXXX is not listed. In addition, qualifying payments is not correct based on years of services : EMPLOYEE NAME Qualifying Employment begin Date Qualifying Employment End Date Qualifying Payments XXXX XXXX  XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX This is a correct depiction of the organizations and time that Ive worked as follows : XXXX XXXX Hospital from XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX Hospital XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX , XXXX XX/XX/XXXX XX/XX/XXXX Based on the above spreadsheet : 1. XXXX XXXX Hospital was not included in their listing despite FEDLOAN Servicing representative advising of approval and qualifying status. 
2. XXXX XXXX XXXX XXXX is being reflected as a stop then start status. As you can see, I was designated with only 2 qualifying payments. I worked for this organization for 10 months. 
3. XXXX XXXX is listed as zero qualifying payments. I worked for XXXX XXXX XXXX XXXX for 3 months. 

FEDLOAN Servicing provided an explanation of, What a qualifying payment is? in this explanation, it stated that, A qualifying payment for PSLF is a payment that is made : After XX/XX/XXXX. I have worked for these non-profit organization after XXXX which to me means all should qualify for PSLF. 
Please help me in resolving my concerns with FEDLOAN Servicing. I need FEDLOAN Servicing to update their records and apply PSLF for working with these organizations as follows : 1. XXXX XXXX Hospital - Years worked and services provided for working at this organization should not be discounted or ignored as in this case but be acknowledged and reflected as a qualifying event with Qualifying payments of 48. 

XXXX. XXXX XXXX XXXX XXXX should reflect XXXX qualifying payments and not zero qualifying payments. 

XXXX. XXXX XXXX XXXX XXXX is listed as XXXX XXXX XXXX XXXX qualifying payments when it should be XXXX XXXX XXXX XXXX qualifying payments. I worked for this organization for 10 months. 

I would appreciate very much if you are able to provide more insight as to reasoning behind FEDLoan decisions to disregard some of these organizations and, in addition as to why XXXX has deliberately disregarded and discounted my years of services with these organizations. 

I dont believe FedLoan Servicing practices unfairness and biasedness. I believe this is a federal organization that cares about providing the best services to its participants. 

Thanks for your support.

Company response to consumer: Closed with non-monetary relief