Consumer complaint received 2020-08-02
Company: AES/PHEAA
State: DC
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:
Hello, CFPB Team, I believe I am eligible today for Public Service Loan Forgiveness as I have made 120 on-time payments will working in a qualifying public service position. My loan servicer, Fedloan Servicing, has undercounted my payments which is keeping me from receiving the entitlement I have earned. I have tried for over 18 months to get this straightened out, and while some of the missing qualifying payments have been credited to my account several remain missing. I have completed the Public Service Loan Forgiveness Employment Certification Form ( OMB No. 1845-0110 ) on several occasions, I have provided Fedloan Servicing all copies of my Notifications of Personnel Action ( Standard Form 50 ) for my entire federal career, and I have provided Fedloan Servicing all of my Wage and Tax Statements ( Form W-2 ) for my entire federal career. Today I write to appeal for your assistance in compelling Fedloan Servicing to either provide credit for the qualifying payments that have been omitted from my account, or provide a month-by-month explanation why the omitted payments are not fit for counting. 

XX/XX/XXXX I began my employment in a qualifying public service position, as a  XXXX XXXX for the XXXXXXXX XXXX XXXX. I have worked for the XXXX XXXX XXXX, in five positions. 

XX/XX/XXXX Received a letter from Fedloan Servicing stating I have made 56 qualifying payments. 

XX/XX/XXXX -- I wrote Fedloan Servicing explaining that I believe my qualifying payments are undercounted, and requested that they review my account and correct any errors. 

XX/XX/XXXX Spoke with XXXX ( Employee # XXXX ). Stated my loans are not being properly accounted for because I have sent in multiple certification forms for each posting within the XXXX XXXX XXXX.  Stated this is causing an undercounting because the new requests are replacing the old requests vice being added to them. Requested that I send in a new employment certification. 

XX/XX/XXXX Sent in new PSLF Employment Certification as requested. Also included a cover letter explaining my situation in detail. Provided as enclosures to that letter all copies of my Notifications of Personnel Action ( Standard Form 50 ) for my entire federal career,   and I have provided Fedloan Servicing all of my Wage and Tax Statements ( Form W-2 )  for my entire federal career. 

XX/XX/XXXX Received a new assessment of qualifying payments. Fedloan Servicing now determines that I have made 70 qualifying payments during the following windows : Employer Name : XXXX XXXX  XXXX, XXXX XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 20 Employer Name : XXXX  XXXX XXXX, XXXX XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 4 Employer Name : XXXX XXXX XXXX, United States XXXX XXXX XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 18 Employer Name : XXXX XXXX XXXX, United States XXXX, XXXX XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 1 Employer Name : XXXX XXXX XXXX, United States XXXX, XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX Qualifying Employment   Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 13 Employer Name : XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 14 Total Payments : XXXX XX/XX/XXXX Spoke with XXXX ( Employee # XXXX ). She stated that I am now at 90 qualifying payments ( no writing has ever been provided that shows this ), and stated may payments may be undercounted because I choose to pay them on a bi-weekly basis ( she stated some of the payments are overlapping ). She stated a month-by-month review was needed, and she requested it. She asked me to give it a month. 

Today I have served in a qualifying public service position for 133 months. My account with Fedloan Servicing has been in good standing that entire time. I am having difficulty not determining my qualifying payments are being undercounted to preclude me from receiving public service loan forgiveness that I have earned. 


I thank you in advance for any help you are able to provide. I am a XXXX veteran who received an XXXX XXXX  and put myself through school. I consider myself really lucky for how my professional life and career has turned out, and I do not take lightly the opportunities I have been afforded. However, the fact is I would have adopted a different -- more aggressive -- strategy to re-pay my student loans if I would have thought this could have happened. All I am seeking is what I believe to be owed to me, or a reasonable explanation about why I am mistaken. 

Again, thanks for any help and for your time. I hope you and your families are all safe during these unprecedented times.

Company response to consumer: Closed with explanation