Consumer complaint received 2016-06-18
Company: AES/PHEAA
State: MD
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
I am a XXXX. I earned my XXXX at the College XXXX. While there I applied for and received a XXXX Grant of {$4000.00} from FedLoan Servicing that requires me to submit proof of my employment for 4 years. 
On XXXX XXXX, 2015 my XXXX Grant was converted to private loans through what can, at best, be attributed to gross negligence on the part of FedLoan Servicing. I have, and continue to meet, the criteria required by the XXXX Grant.The attached list of my interactions with FedLoan Servicing, which can be corroborated by their own records, reveals egregious lies and red tape that prove that this company has only succeeded in bringing financial hardship to the XXXX that the XXXX Grant was designed to help. 
I have exhausted all appeals granted to me by FedLoan Servicing. While in the appeals process I faced financial difficulties due to the private loan 's impact on my credit score. Since the appeals process does not have a time limit ( it took them over 120 days to respond ) I will be subject to loan repayments with interest in XXXX. The XXXX was unable to provide me with a lawyer that could work with the complexities of this situation and I am unable to afford a private lawyer. I contacted the U.S. Department of Education Federal Student Aid Ombudsman Group who called FedLoan Servicing six times on my behalf before reaching anyone. They were able to expedite a response, but not influence the decision in anyway. 
I find myself in a desperate and uncertain financial situation. 
XXXX Sent in annual XXXX Grant certification papers XXXX Initial paperwork received XXXX Paperwork processed XXXX Received letter that cert was not approved. 
XXXX Called FedLoan Servicing and spoke to # XXXX ( employee ID # ) about status of Grant . Was told to fill out online form. Filled out online form. 
XXXX Called and spoke to # XXXX and was told I needed to fill out online form again. Asked person to verbally walk me through the process and confirm my submission. 
XXXX Mailed 2nd set of XXXX Grant certification papers. 
XXXX XXXX Grants converted into loans XXXX Called about status of XXXX Grant paperwork and was told about loan conversion XXXX FedLoan received my 2nd set of certification paperwork and approved them. 
XXXX Called and spoke with someone who said loans are never converted back to grants. Then spoke with a manager # XXXX who submitted an appeal to be reviewed on my behalf. Was told it takes about 30 days for a decision XXXX # XXXX is emailing me a copy of my initial grant certification paperwork. 
XXXX Called back to confirm that I would be receiving a copy of paperwork via email. I spoke with a woman who said that # XXXX had put it in the system as letter. She again said that " yes '' it can be sent to me and made a note in the system to have it emailed. 
XXXX Called and spoke to # XXXX about where my email was. Said they ca n't send me a copy of my initial grant certification paperwork because it contains my SS #. I would have to physically go to their office to get it. 
XXXX Emailed Federal Student Aid Ombudsman Group concerning XXXX Grant conversion XXXX Received call from Ombudman XXXX requesting more information about my grant conversion XXXX Received both a hard copy and digital copy of my initial XXXX Grant paperwork. 
XXXX Spoke with Ombudsman, said she has called FedLoan 5 times and has been unable to reach anyone and they can not leave information on her voicemail if they call back

Company response to consumer: Closed with explanation