Consumer complaint received 2020-08-02
Company: AES/PHEAA
State: FL
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 am writing to dispute and file a complaint against Fedloan Servicing regarding the miscalculation of my qualifying monthly payments since my enrollment into the Public Service Loan Forgiveness Program starting back in XXXX of XXXX. There are multiple periods in which I was put into a General or Administrative Forbearance with no evidence of why I requested such Forbearance, thus resulting in no qualifying payments being recorded. I have requested a manual/formal review a total of five times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). There has been no change and my issues remain unresolved. My account has not been updated and I remain short of qualifying payments even though I have worked for a XXXX qualifying employer, since XXXX of XXXX and have continuously certified for the Income Based Repayment Plan with a $ XXXXmonth payment. 
The dates in question that are not being counted as qualifying months for the Public Service Loan Forgiveness program are as follows : XXXX XXXX XXXX ( General Forbearance ) = 13 months XXXX XXXX-XXXX XXXX ( Administrative Forbearance ) = 2 months XXXX XXXX XXXX ( General Forbearance ) = 11 months XX/XX/XXXX ( No payment recorded ) = 1 month XXXX XXXX XX/XX/XXXX ( No payment recorded ) = 2 months XX/XX/XXXX ( General Forbearance ) = 1 month XXXX XXXX XX/XX/XXXX ( General Forbearance ) =4 months XX/XX/XXXX ( No payment recorded ) =1 monthXX/XX/XXXX-XX/XX/XXXX ( Administrative Forbearance ) =2 months Total= 37 months ( which are not being counted towards my qualifying payments ) I did not request many of these Forbearances nor was I ever advised or informed that going on Forbearance would cause me to lose out on qualifying payments towards the Public Service Loan Forgiveness program which I was enrolled . Even to this current date I am being short changed and my Qualifying Payment Details in my account summary does not reflect the accurate estimated eligibility date. When I asked for proof or evidence that I requested these Forbearances there is none. When I request an explanation as to why these Forbearance were requested on my behalf ( when I have always certified for a $ XXXX/mo payment under the Income Based Repayment Plan ) there is none. I have been incorrectly placed in Forbearance while certifying income paperwork is being processed in an untimely manner, also resulting in isolated 1 month Forbearances and or No payments being recorded on my account history. There is also the period from XX/XX/XXXXXX/XX/XXXXwhere my loan was in Forbearance due to XXXX XXXX having my loan account and Fedloan Servicing being unable to obtain records in a timely manner from them, which resulted in my payments not qualifying even though this process of transferring the loan account was out of my control. 
In addition to inaccurate calculations and reporting of qualifying payments, I have had to deal with very poor customer service when calling in and asking about my account details. On one call in particular, XXXX ID # XXXX, continued to breathe and sigh hard into the phone with every question that I asked regarding my account. Instead of showing that he was just as concerned with the alarming inaccuracies with my account, he just acted annoyed and unprofessional for the duration of the call. His tone was harsh and the manner in which he spoke to me was as if I was a deaf, dumb, and mute child. I then asked to speak to a supervisor and was able to finish the call. 
At this time I sincerely request this matter be resolved once and for all. I would like any assistance with my account and getting my qualifying payments amount updated to reflect the time I have been serving my community regardless of Fedloans Forbearance Technicalities and Tricks. I have been serving in the XXXX XXXX field working with the XX/XX/XXXXas a XX/XX/XXXXand also as a XX/XX/XXXX for many years and I believe the poor service from FedLoan Servicing that I have received in return is undeserving. XXXX XXXX  like myself are the backbone of our communities and I demand that we be given proper servicing for our school loans.

Company response to consumer: Closed with non-monetary relief