Consumer complaint received 2018-02-23
Company: AES/PHEAA
State: TN
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:
I submitted a request for payment review and assessment of my PSLF on XX/XX/XXXX. My original request went through employee # XXXX. I was told it would be up to 90 days to recieve my detailed payment tracker/count letter. I followed up XX/XX/XXXX and employee # XXXX told me that my request was in process but they were not through with the review. On XX/XX/XXXX I spoke with employee # XXXX who said that she was sending a request to expedite my account to her supervisors and that if I didnt hear something within 10-15 days to call back. I called back XXXX XXXX, XXXX .... 

Today was rough. 

I spoke to employee # XXXX who said she was simply with payments and would transfer me to extension # XXXX. There I spoke to employee # XXXX who had no real information and passed me to their supervisor employee # XXXX. This person told me that my account would be assessed within 120 days from the original request and was in a pending status. I reminded them that I was well past that 120 mark already ... they didnt have an answer so They passed me on to their supervisor, employee # XXXX who went by XXXX. Im told they are a lead customer service agent. They told me that since I was over the 120 days that they would send an email to expedite my request ... I said that I was actually following up with an expedited request that had not happened yet. Then they SAID ... I see, that email last time was sent by an agent on a lower floor, those arent effective and are rarely seen. The thing Im going to do different is, because I know people over there, is Im going to actually walk over there in a little while and talk to someone for you. I was floored ... I couldnt believe their claim that I and the last agent I spoke with were wasting our time and energies. I said, couldnt you speak to someone on my behalf now? They said they werent in the same building and would talk to whoever they knew over there in a few hours. I asked, at the water cooler? They said, yeah, basically. THIS IS THE BEST THAT YOURE GOING TO GET, XXXX. I CAN PROMISE YOU THAT. I was floored again. And asked to be transferred to their supervisor. 

I spoke to XXXX, who did not give an employee number but claimed to be a customer service supervisor. He told me we shouldnt be doing this in the first place ( speaking to doing expedited requests ) because it put me at an unfair advantage to the many people ahead of me who had been waiting 6 months or more. I said, you have lots of people waiting longer than I have? He said yes. He also told me that he was my LAST STOP and that he would take over the expedited request sent in earlier in the conversation in hopes that maybe it would do something. We had a conversation about my lack of faith, trust, hope that anything had been accomplished today and how many people had wasted their time and energy. I also pointed out that i didnt want an unfair advantage over anyone, and that perhaps that was part of the problem!! Im so upset. 

I said thanks, and that my next stop would be to contact the CFPB.

Company response to consumer: Closed with non-monetary relief