Consumer complaint received 2021-02-17
Company: AES/PHEAA
State: NJ
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 have been paying off my loans based on the income based repayment ( IBR ) plan for more than 10 years. My loan servicer has been changed 4 times prior to being transferred finally to MyFedLoan as per my request in XX/XX/XXXX. Previously, all servicers were changed without my approval/request nor warning. My previous loan servicers are as follows : XXXX XXXX XXXXXX/XX/XXXX - XX/XX/XXXX ; XXXX XX/XX/XXXX - XX/XX/XXXX ; XXXX XXXXXX/XX/XXXX - XX/XX/XXXX ; XXXX XX/XX/XXXX - XX/XX/XXXX. I have records of all previous servicers from XXXX and the amount paid during the times with each, but not the specific bills my new servicer ( MyFedLoan ) references in their counts of my loans. 

Recently, I requested transfer of my loans in XX/XX/XXXX, as I was coming up on the necessary 120 payments for the public service loan forgiveness ( PSLF ) program. It took approximately 6 months for this request to be completed and in XX/XX/XXXX my loans were transferred. Upon transfer to MyFedLoan, I realized many loan payments were missing, labeled ineligible due to you do not have a bill due for this payment period ( previously stated no bill ) and/or not reviewed at all. I should note, I did in fact receive bills monthly for all of these payment labeled you do not have a bill due for this payment period, as I would not have made payments otherwise. I was never on an automatic payment plan. I also complied with the yearly income recertification information with all servicers. 

I have called MyFedLoan numerous times since XX/XX/XXXX, and each time have been given different information by the agent or different suggestions on which actions I should take next to rectify this issue/clarify the issue. Many agents can not even clarify what " no bill '' or you do not have a bill due for this payment period actually means or why payments are ineligible.

Now, according to the last 3 agents, I am under treasurer review and they are unable to fully comment on my account. The last agent suggested I upload any information from my previous servicers, which I completed. One even suggested I upload 10 years of bank statements to prove payment, which I will happily do if this would truly help. I uploaded the manual count I requested from XXXX prior to the transfer of my loans in XX/XX/XXXX, which shows I have completed 117 payments as of XX/XX/XXXX. Initially I was told a treasurer review would be quick since I was technically close to the 120 payments, yet the last agent I spoke to stated this could take 6-12 months to be completed. 

In addition to this, agents have told me I have many periods of forbearance listed on my account. A few of these I understand are from when my servicer was switched but many are not and were not approved or requested by me either. 

As I continue to check my account, I have now seen some previous payments which were listed as eligible are now not, without explanation or notification. I have also received concerning information from the last agent I spoke to asking if I " wanted to set up an online account '' which I already have had for months. When asked what he meant, he stated it was likely a " computer issue '' that he could not see my account and not to worry about my information being mishandled. 

At this point I do not know when my treasurer review will be completed and/or what that all entails. Communication of changes has been poor. Explanations of my account when I ask specific questions are met with uncertainty or different explanations by different agents. One agent stated he knows the process is confusing and at times is even confused himself - how can I possibly be sure I am receiving correct information if an agent says this to me, or be reassured that my account is accurately being handled correctly. This process is becoming frustrating and infuriating as I have completed all necessary payments and steps for this program, which was originally developed to help those who work for non-profit agencies in order to help with loan repayment.

Company response to consumer: Closed with non-monetary relief