Consumer complaint received 2017-10-03
Company: AES/PHEAA
State: OR
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:
Re : Student Loan/Public Service Dilemma Dear Consumer Protection staff, I am writing you to seek your and assistance, as I have a serious and unresolved student loan dilemma. I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. For the last 18 years I have worked with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. It is difficult but extremely rewarding work, and I cant imagine doing anything else professionally. 

Like many hopeful young Americans, took out student loans to earn my XXXX degree. And, like many new to the job market in the XXXX, I realized quickly that I would need a XXXX degree if I wanted a job that would allow me to buy a small home and start a family. So, I took out more student loans and went back to school. It seemed the correct choice, as my increased training and credentials open the doors to this job that a love. 

Since the inception of the XXXX Public Service Loan Forgiveness program I have made 120 full, consecutive, on-time payments toward my student loans. During this time **my loanowner has changed multiple times** ( without my consultation ) and Ive had to make sure my previous payments transferred in. This diligence means that this month, XXXX XXXX, I have met the required XXXX consecutive payments and have my loans forgiven! Right? 

Sadly, the XXXX XXXX XXXX XXXX XXXX is telling me NO. I have been told that the clerical title of my payments -- graduated payments vs income-driven payments -- means the $ 70,000+ dollars Ive paid in those 120 payments dont actually count toward loan forgiveness. In a bitter twist of irony, the payments I was making were actually larger ( an extra {$200.00} a month ) than the qualifying payments would have been. At every step of the way, over these last 10 years, I was told my account was in good status which I ( naively ) understood as meaning that I was making qualifying payments. 

I have taken up my case with Fedloan, the current holder of my student loans. It took them months to review my case, and in the end they told me sorry, but youll have to start your 10 years of payments over again. This would add another $ 60,000+ to the price of an already costly education! This was not an acceptable answer, so I turned to the same government that was so willing to lend me this money. 

When I presented this information to my local Congressman XXXX XXXX office, his representative showed empathy, but little interest in assisting me beyond a general inquiry. I then contacted XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  directly with a manager, and after another case review, I was told the following : This seems wrong, but its a big system and these kind of things happen. And, Unless we find that something illegal has taken place, we are powerless to act on your account. 

Is it not illegal to be charged twice for the same education? I make an XXXX XXXX salary, and for the last 9 years this has been a huge hit to our monthly income. Between my loan payments, and some very serious medical bills, weve had to refinance our home twice to cover debt accrued over the years. Making this 120th payment was supposed to be a life-changer for my family. 

I have been steadfast in both my monthly loan payments, and my service to the community. I have made large payments, in full, and on time, for more than a decade. I even made a {$10000.00} payment at the advisement of my loan holder to show good faith the first month that the Federal Loan Forgiveness program started. 

I am not asking for a free ride. I am a person who pays his bills ( my near XXXX credit score will back this claim ). I have been making my payments, and serving my community for well over a decade. I can not accept the XXXX XXXX XXXX XXXX decision to start my payments all over again. Please advise me as to my options, as I believe the legal system is my only hope to resolve this injustice. Any assistance and/or advice would be appreciated more than you could ever imagine. 


Sincerely, -XXXX XXXX XXXX , XXXX XXXX XXXX **One of my loan holders was XXXX XXXX. I was informed by the UXXXX XXXX XXXX XXXX XXXX supervisor XXXX that because of the poor conduct of this contractor, they were barred from collecting for the XXXX XXXX XXXX XXXX. On multiple occasions, Ive request my payment history form my various loan holders, and it appears some of my history cant even be located due to inept service and record keeping.

Company response to consumer: Closed with non-monetary relief