Consumer complaint received 2021-08-02
Company: AES/PHEAA
State: CO
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I contacted FedLoan to inquire about the # of qualifying payments for the Public Service Loan Forgiveness ( PSLF ) program. The tracker in my account shows 56 qualifying payments and 64 to go for the Direct Unsubsidized Loan, and 55 qualifying payments and 65 to go for the Direct Subsidized Loan. The log showing which payments do not qualify list at least 68 payments for both the unsubsidized and subsidized loans as " Your Payment was Received Outside of Payment Period Window. '' This does not make sense as I was always enrolled in automatic payments and the payments were automatically withdrawn by whatever lender was servicing my loan.

I contacted FedLoan via chat on XX/XX/XXXX inquiring about this and was told by the agent that " the date that [ they ] can see a payment was made looks to be correct. So, it may be a system error. Sorry for the confusion. '' I asked if I should provide my bank statements to show that my payments were made INSIDE the payment window and they advised " to wait for the review to complete. '' This is not the first time I contacted FedLoan about the # of qualifying payments. 
*************** I then sent the following email to FedLoan on XX/XX/XXXX On XX/XX/XXXX, I sent an email asking about the # of qualifying payments attributed to my account as at the time, my account showed 42 qualifying payments for the direct unsubsidized loan and 32 for the direct subsidized. I followed-up on XX/XX/XXXX and XX/XX/XXXX, and both times was told that I would be contacted as soon as a review was complete. Although I was never contacted, I have continued to check my account to see if it's been updated. Now, I have 55 qualifying payments and 72 payments are deemed ineligible because " no payment was received in payment period. '' However, this is incorrect as I was set up for automatic payments, and I have bank records to show that payments were INDEED made on time each month. Please advise how I can submit my bank records to show that these 72 payments do actually qualify. Thank you. 
*************** I received this response on XX/XX/XXXX : Thank you for contacting FedLoan Servicing! 


We apologize for not yet being able to provide you with the number of qualifying payments made toward Public Service Loan Forgiveness ( PSLF ). These reviews can take a minimum of 90 days to complete.

Unfortunately, the processing time is needed in order for any adjustments to be made. Please keep in mind that we always strive to process any requests as quickly and as efficiently as possible that processing time allows us. As we understand your concerns regarding completion of any requests, we would like to ensure that we comprehensively review accounts to address any requests and concerns. We apologize for any delay in responding to any requests. However, please be assured that a response is sent once any review is completed.

We recommend using the File Upload option that is available through your online account to send a document.

Correspondence may be sent to us via fax to XXXX or via postal mail to the following address : FedLoan Servicing XXXX. XXXX XXXX XXXX, PA XXXX Please click on the link provided for more information on sending correspondence : MyFedLoan.org/ContactUs Please include your account number with this information as well. 

Please use the " Contact Us '' link through your online account at MyFedLoan.org to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department, which is open Monday through Friday, XXXX XXXX  - XXXX XXXX ( ET ). 

Sincerely, XXXX FedLoan Servicing ********** I have not included bank account statements because I must pay a fee for each month that is outside of the past 7 years in order to get a copy of that statement. My payments go as far back as XXXX, and I don't think it's fair to have to pay to show that I did make payments inside the window.

Company response to consumer: Closed with explanation