Consumer complaint received 2022-08-08
Company: AES/PHEAA
State: WA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I applied for loan forgiveness for a joint spousal student loan under PSLF back in XXXX of XXXX. I soon received notification from Fedloans that I was eligible for loan forgiveness and had reached 151 payments and had 120 months of public service employment verified. So I awaited loan forgiveness notification and heard nothing. You can see by my complaint history Fedloans has not provided me good customer service since being transferred to them in XXXX. In XXXX while online at PSLFXXXX I saws posts from other borrowers with joint spousal loans stating that both borrowers needed to apply for PSLF to confirm their 120 months of payment. I wasn't too concerned since my ex-wife had been working as a XXXX  since XXXX. She then applied online in late XXXX and we both provided letters to Fedloans explaining that she had two loans accounts, one with me and one on her individual loan. We waited and heard nothing until I reached out again. In XXXX I reviewed what she had submitted and knew her submitted materials were inadequate for the application process so i told her to reapply again. ( I've been through this process many times so I was aware of how stringent Fedloans was ) On XX/XX/XXXX I uploaded the complete packet to Fedloans which I have attached to this complaint along with an email I recently sent to Fedloans. Fedloans has assigned a representative to us and we have spoken to her by phone several times. Under the auspices of security they will not discuss my ex-wife 's account information without her on the call. This is ironic since I have submitted materials for the joint loan, including her PII for years. We first communicated in early XXXX at which time XXXX wanted to arrange a joint call to discuss the forgiveness application. Finally after much delay we spoke on XX/XX/XXXX and the call was underwhelming. While I wanted to know status of the review for the account all she said was it would be another week or two. We have nothing since. We have called and emailed several times. She also told XXXX ( my ex-wife to submit more documentation for recent months worked at her new XXXX  ). I found this to be odd because we already had provided over 15 years of employment data to Fedloans in our submittal. One outstanding issue is that one of her employers refuses to sign the XXXX form that Fedloans provides but instead they provided us with a statement of her time XXXX between XXXX and XXXX which is essential in our application for forgiveness. There is a block to check on the XXXX form for forgiveness in cases where the borrower is unable to get the official form signed by the employer so we checked that box in the XXXX submittal and provided cover letters describing the situation. The form also states that Fedloans will work with the borrower to obtain any additional verification of their employment. The letter we received from her XXXX  XXXX  clearly provided data showing she had worked there between XXXX and late XXXX when she moved to XXXX  at a different XXXX. The final note on this situation is that I received a letter from Fedloans last week saying we needed to start all over and submit a new application just like the one we sent them in XXXX and XXXX of XXXX and recently in XXXX of XXXX. Fedloans also told us our loan might be transferred to XXXX because they are exiting the student loan business even though XXXX told us on the phone she would try to finish our application before that occurred. We request your assistance with the Department of Education to ensure this matter is resolved and our loans are forgiven.

Company response to consumer: Closed with non-monetary relief