Consumer complaint received 2017-05-24
Company: AES/PHEAA
State: UT
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
FedLoan Servicin g (  https : //myfedloan.org ) has denied my loan forgiveness 3 times, and has alluded they will not forgive my loan at all, due to an alleged administrative loophole.     It should first be mentioned that the  Utah Higher Education Assistance Authority ( UHEAA )   h as already forgiven my student loan through them. It can therefore be assumed I meet all qualifications necessary to receive   XXXX   loan forgiveness. It can also be mentioned that the application se nt to UHEAA is th e exact same application initially sent to FedLoan Servicing. This information can be verified by referring to t he National Student Loan Data Syste  m (  https : //www.nslds.ed.gov ).     The first application was submitted  XXXX   XXXX ,  2017. It w as denied  XXXX   XXXX  , 2017, citing th at there was missing information. Specifically, Section  5  -  Chief Administrative Officer 's Section, i t was cited that CAO 's title must be specified. As per suggestion of a FedLoan Servicing representative, I remedied this by having the CAO write his title on the application, and resubmitted the incorrect page to be added to my existing application.     The second application was submitted  XXXX   XXXX ,    2017. It was de nied  XXXX   XXXX ,  2017, citi ng the application was missing information, and that I did not qualify under current rules. Specifically, they reported that the   XXXX   where I     XXXX   does not qualify as a  XXXX   XXXX   XXXX . A quick search on https : //tcli.ed.gov reveals that   XXXX   XXXX   I 've   XXXX   at were indeed   XXXX   XXXX     XXXX   at least 1 year during my time   XXXX   at them. In a phone call with a representative, it was explained thatcontrary to previous advicethe entire application must be resubmitted in order to be properly reviewed ; not just a single page to be added to the current application.     The third application was submitted   XX/XX/XXXX , and was denied  XX/XX/XXXX .  This denial letter cited exactly the following : " ''  '' MISSING INFORMATION : You d id not sign the application in Section   2 on the Borrower 's Signature line. Please sign and return your application if you wish to be considered for this forgiveness program.
MISSING INFORMATION : You did not check a box in Section 2 under " Previous Loan Forgiveness Information '' indicating whether you previously applied or received forgiveness on your loans. '' '' '' Notice that the " Borrower 's Signature Line '' is not in Section 2, but is in fact in Section 4.       Also, notice that the check box " indicating whethe r [ I ] pr eviously applied or received forgiveness '' on my loans is also not in Secti  on 2, but in Section 3.
While talking with a customer service supervisor, it was explained to me that " an entire application must be filled out per school, '' and that I could, " try submitting my application again, but it will most likely be denied. '' This explanation is completely incorrect according to the application 's own instructions set forth in Section 7, where it states : " '' '' If you need more than one chief administ  rative officer 's certification, the additional certifications, containing the information in Sectio n 5, may be provided on a separate piece of paper and submitted with your comp leted form. '' '' '' This is exactly how I submitted my information to FedLoan Servicing, as can be seen in the attached documentation.

Company response to consumer: Closed with explanation