Consumer complaint received 2022-01-04
Company: AES/PHEAA
State: PA
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:
In XXXX of XXXX, I was notified when I logged into my loan servicer, FedLoan Servicing, that the policies regarding the XXXX XXXX XXXX XXXX XXXX had been changed to make payments easier for those making payments to qualify for the program. I read on about this on my servicer 's site and, wondering if any payments I hade made outside of the grace period in the past would now qualify, I wanted to learn more. I was led from FedLoan Servicing to the Federal Student Aid website, which notified me that the loans I had through XXXX XXXX XXXX now could qualify for forgiveness, as they had not before, if I reconsolidated my loan. I did this. 
After doing so, I had submitted the XXXX & XXXX Certification and Application after my current employer filled out their requered information. I faxed this to the U.S. Department of Education-Fedloan Servicing on XX/XX/XXXX. I was then notified in XXXX that they had received this information, however, that my loan was also approved to be reconsolidated with my current loan through FedLoan along with my American Education Loan, bringing my total owed amount to {$52000.00}. This was fine, however, in XXXX I had received another letter stating that the loan that was reconsolidated now no longer counts for the past XXXX  years, and that my considered forgiveness date, if qualifying for the XXXX XXXX, would be XXXX. 

I have been in repayment at my current non-profit position for the last going on XXXX  years. For the last XXXX years, my payments would have counted towards the XXXX XXXX, leaving me at being able to potentially have my loans forgiven XXXX. I was not aware in any shape or form that, while being notified my AES loan could qulaify for the program now under the new policies, that reconsolidating this along with my already current qualifying loan would start my entire process over, leaving the last XXXX  years of payments not mattering at all. With discovering this, as I had previously stated, I have attempted to contact FedLoan several times to no avail. I work a full-time position to where I can not be on hold for hours at a time. When given the opportunity to get a call back and keep my place in line, I opt for this option, however, the message will start over again and to no avail, this is really not an option that is successful. It just continues playing again and again despite selecting that option. I have emailed FedLoan XXXX  now, XXXX  on XX/XX/XXXX and XXXX  on XX/XX/XXXX. 
I believe that the information presented about the program was not clear, and that this information led me to make a decision that affected the last XXXX  years of payments, and is unfair to not only me but anyone else that has possibly experienced this. 
I have all letters I received throughout this process and copies of the emails I had sent to FedLoan servicing. I also have the letters that state which of my loans in the past had qualified prior to submitting my most recent recertification form.

Company response to consumer: Closed with explanation