Consumer complaint received 2019-05-28
Company: AES/PHEAA
State: OH
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:
Fedloan Servicing has miss counted and failed to track my 120 qualifying payments for PSLF. Fedloan Servicing has added an inaccurate administrative forbearance from XX/XX/XXXX to XX/XX/XXXX. My payments from this time frame have not been added to my qualifying payments. My qualifying payments show two different numbers, but I never made half a payment. I never made a late payment except for the two times my loans were transferred to another servicer with no warning. I am at 120 qualifying payments, or within a few months of 120 qualifying payments. As a result of the actions of Fedloan Servicing. I have no idea what is going to happen. Will my payments from XXXX XXXX XXXX be added. How long is an indefinite amount of time Im supposed to wait for resolution? When am I supposed to submit my PSLF application? 
I called into Fedloan Servicing in XXXX of XXXX prior to submitting my employment certification for XXXX. I spoke with a female employee. I told her my number of qualifying payments were wrong. I asked for them to be reviewed and recounted. She told me what must have been my history in the computer. I heard her say a forbearance from XXXX. I told her this information was wrong. I didnt have a forbearance in XXXX or XXXX. She told me shed open a review. I called in a couple times between XXXX of XXXX and XXXX of XXXX. I was told the review was being done, and it could take nine months. I let it go until I believe XX/XX/XXXX. I received my qualifying payments once my XXXX payments we added, but what about my review. I called in on XX/XX/XXXX and spoke with several employees. Employee number XXXX, XXXX, and finally XXXX. Either XXXX or XXXX told me my review was closed. I told them I didnt have a forbearance from XXXX. I was told I had a school forbearance from XX/XX/2012-XX/XX/2013. I told them I wasnt in school in XXXX. Finally I was given to XXXX. Employee number XXXX. I explained the entire situation. He told me he didnt know why it was closed. He told me he didnt understand this forbearance. He told me it had been removed in XXXX, and added in again in XXXX. He told me I was at or close to my 120 qualifying payments. He said I should have 120 qualifying payments in XXXX or XXXX of XXXX. I told him I thought it was XXXX. He told me hed put in to have it fixed expedited. I thought about it for a day. I decided to not trust XXXX because of what had already happened. I called the company that took over for XXXX XXXX XXXX. XXXX XXXXXX/XX/XXXX had my loans from XX/XX/XXXX to XX/XX/XXXX. They were my provider from XXXX. XXXX did not have any of my records. They told me to contact XXXX XXXX. I contacted XXXX XXXX on XX/XX/XXXX. The case number is XXXX, and I spoke with XXXX. She advised me to contact the XXXX at XXXX XXXXXXXX. I called XXXX XXXX, and requested an XXXX. I was contacted my XXXX XXXX. I explained the situation, and told her what XXXX had told me. She told me she would be handling my case, and she would be my contact person. This is helpful because no one gives you the same answer at XXXX XXXX. XXXX contacted me again on XX/XX/XXXX. He asked me how it was going. He told me theyd found additional payments in XXXX. He told me I mightve met the 120 mark before XXXX of XXXX. I am trying to patiently wait, but called XXXX again on XX/XX/XXXX. I explained my account showed my PSLF application was denied. I explained it showed the forbearance had been removed. I asked what was going on. She told me she was working hard to get my payments counted from this time. She told me she had to have bills generated from the US Department of Education for the time period. She told me she was on my side. She agreed with XXXX. Id either met or almost met my 120 qualifying payments. She asked me to be patient because it would take an indefinite amount of time. I am grateful for XXXX and XXXX help. I believe they are trying to help me, and theyve been the only ones at Fedloan Servicing to help me. However, Ive either made or almost made the 120 qualifying payments. I cant get PSLF forgiveness until this is sorted out. It shouldnt never happened, and Ive trying to fix it since XXXX. 

I will call in to figure out how to submit my documents.

Company response to consumer: Closed with explanation