Consumer complaint received 2022-06-23
Company: AES/PHEAA
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On XX/XX/XXXX I contacted Fedloan Servicing after unsuccessfully trying to use their website to access my account to check on the status of my PSLF request. Employee with ID number XXXX took my call and reported that ( XXXX ) I did not yet have an account and ( 2 ) she could see the PSLF form I had mailed in but the form was incomplete. I pulled up a copy of the form I mailed and went over it with the agent and she said boxes were unchecked that I could see were checked. After unsuccessfully trying to work with the employee to get clarification on how to proceed, I asked to speak with a specialist. The employee claimed she would transfer me but, instead, she hung up on me. I called back and was connected with an employee with ID XXXX. This agent asked if I was calling about PSLF and when I said " yes '' the agent immediately said she was connecting me with a specialist. I waited over XXXX XXXX and no specialist ever came on the line. Apparently, this employee noted something on my account because I have had trouble getting anyone on the line to help me since. When I select " request a callback '' I eventually get called back by an automated system that simply tells me I need to call Fedloan Servicing again, and that starts the entire process of being placed on hold and asking if I want to reserve my place in line and get a call back all over again. I've successfully reached an agent only one other time, on XX/XX/XXXX. I spoke with an employee whose ID is XXXX and they indicated that neither my social security number nor account number could be found in their system at all. They said they would transfer me to a specialist and I explained that I've waited on hold before for a specialist and no one ever answers. This agent transferred me anyways and said they'd cross their fingers that I'll get connected this time around. They also gave me a number that's supposedly the specialist 's number. They also told me not to choose " request a call back '' because other people have indicated that option doesn't work. 

I know the first employee I spoke with ( ID XXXX ) could see my account because they read to me portions of what my employer had written on my PSLF form. As such, it seems obvious that someone at Fedloan Servicing deleted my form and my account. I am attaching to this request the letter I got from Fedloan Servicing that shows my account number. I am also attaching the original and complete PSLF form I mailed, and a copy I faxed in that has all markings even more pronounced than the original mailed form had. 

It is impossible to get my PSLF matter resolved without Fedloan Servicing being willing to interact with me and accept my completed form. I believe the rights granted to me by the Federal Government to have my eligible loan forgiveness request processed are being violated by Fedloan Servicing. I work for the University XXXX XXXX  and so my form was processed by XXXXXXXX XXXX and sent to me electronically so there is plenty of proof that they fully completed the form and sent the fully completed form to me electronically. I simply printed and mailed in the completed form and Fedloan Servicing should be obligated to process it.

Company response to consumer: Closed with explanation