Consumer complaint received 2022-03-27
Company: AES/PHEAA
State: CO
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:
XX/XX/XXXX Dear Consumer Financial Protection Bureau, My name is XXXX XXXX XXXX and I am a Federal Student Loan borrower with FedLoan Servicing. I want to share my story with you prior to asking for your assistance. 

I am XXXX and my family is from XXXX. Our ancestors are from XXXX, however, we are not XXXX. My father and the men in his family were guerilla fighters for the XXXX during the XXXX war in XXXX. After the XXXX war, my family lived in a refugee camp in XXXX. My family resettled in XXXX as refugees because at the time my father was married to my mother and two other women. I was born in XXXX along with many other siblings. In total, my father has XXXX children. In XXXX, when I was XXXX years old my family visited California and we never went back to XXXX. My parents soon divorced due to years of XXXX XXXX and in XXXX, we relocated to Colorado. In XXXX, through countless court dates we were granted legal residency. Never in a million years did I dare dream of going to college because I was told, teachers after teachers, that if my mother did not save {$25000.00} or more, I could never afford a higher education. Thus, in XXXX, immediately after I graduated high school, I started working to help my mother and siblings. At the time, I worked at a medical company assembling medical parts with XXXX women and men, all my mothers age, and none of them spoke English. One day, an older XXXX woman asked me why I was competing with them instead of in college. True and embarrassed, I returned home and blindly applied to a local college. I was accepted and thus, I chased the American dream and went on to receive my XXXX XXXX in XXXX XXXX in XXXX. Of XXXX siblings, as a middle child, I was the first in my family to obtain a XXXX XXXX. Since then I have committed my life to giving back to my community. From XXXX to XXXX, I worked as a XXXX XXXX  and then supervisor in XXXX XXXX XXXX. In XXXX, I transitioned into non-profit work and now as a XXXX XXXX XXXX XXXX, I investigate XXXX misconduct for the US XXXX and XXXX XXXX. 

After I graduated from graduate school in XXXX, I was aware of student loans. Concerned I was unable to make the monthly payment, I called FedLoan Servicing for support and advice and was told to put my loans in forbearance. At the time, I was making approximately {$35000.00} a year and if I was provided accurate information, my payment would have been {$0.00}. Sometime in late XXXX to early XXXX, I called FedLoan Servicing again and unbeknownst to me I consolidated my loans at the time. My monthly payments were {$0.00}, however, I don't ever recall this information. In XX/XX/XXXX, I purchased my home and was told by my lender to call FedLoan Servicing to place my monthly payments in forbearance. I called FedLoan Servicing and informed them of what my lender said and instead of FedLoan Servicing advising me that my monthly payments were {$0.00}, FedLoan Servicing simply put my loans in forbearance. In XX/XX/XXXX, I finally called FedLoan Servicing to start paying my student loans. 

I am disappointed that FedLoan Servicing did not provide accurate information to me and help me understand my loans, to include my monthly payments of {$0.00}. Most recently in XXXX, after reviewing my PSLF eligible payments, I realized that from XX/XX/XXXX to XX/XX/XXXX, my monthly payments to FedLoan Servicing was {$0.00}, and counted toward PSLF eligible payments. 

I contacted FedLoan Servicing in XX/XX/XXXX, and disputed the above specific ineligible payments and FedLoan Servicing never responded. I am asking you to contact FedLoan Servicing and get FedLoan Servicing to fix the payments that should have been fixed and counted toward my PSLF eligible payments. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation