Consumer complaint received 2017-10-31
Company: AES/PHEAA
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Hello I am a XXXX XXXX mother of a son was XXXX XXXX. I have been XXXX since XXXX. I have applied for loan forgiveness twice. I just recently found out my social security letter needed to say my review would be in 5 years not 3. So my doctor is filling out the form to fax back. 
My tax refund that I desperately needed was offset by pheaa. I have never received a letter informing of this and never had the chance to appeal before the offset. When I moved I had my mail forwarded and received everything that was forwarded. 

When my return was offset I immediately asked for an appeal and a formal review because I have been XXXX since XXXX and I did apply for loan forgiveness. 

I wrote the letter below to aes, pheaa, dept of education, aes ombudsmen etc. 
I 'm getting nowhere and now being evicted. 

Letter written beginning of XXXX 
I was supposed to receive my taxes in XXXX. I first had to verify my identity. I asked when verified my identity if everything was OK and that was it. I was told yes I would be receiving my tax refund. I then received a letter saying it needed more time to process but I would know XXXX XXXX. 
I called in XXXX to ask more about this letter, but I was told I would get a call if there were questions but I would receive my refund on XXXX XXXX. XXXX XXXX came and went so I called again. At this point Im told they were putting in a request and I had to wait 60 days before asking again. 
I moved based on receiving my tax refund XXXX XXXX. It wasnt until I called again that in found out there was a problem with my taxes. Had I been told there was a problem in the time period up till XXXX XXXX I would have fixed it then. But I had to continually call to find out. Im now facing eviction because I still havent received my refund. I have filled out an amendment and it was mailed XXXX XXXX. 
I had phone conversations with the IRS in XXXX, XXXX, XXXX, XXXX, XXXX. Through all my phone calls with the Irs and tax advocate never once was it mentioned about an offset for student loans. I needed my refund so Im not evicted. 

Now XXXX XXXX Im being told my refund is being offset by Dept. of Education, Pheaa and Im not receiving anything. I never received anything in the mail about this. I had my mail forwarded from my previous address, it would have been delivered. I gave my correct address in XXXX. 

I applied for loan forgiveness because I am XXXX. I have been XXXX since XXXX and my son is XXXX. I am a XXXX  XXXX mother. Im below poverty line. I need my refund to pay rent, my electric bill, my car is in the shop, food, etc. My son and I will be homeless and carless. 
That refund money also goes to my sisters. The tax paid on my uncles pension that we are receiving in my refund is for my sisters as well. There 's nothing left in his estate because of the taxes we paid, and nursing home bill. We are all beneficiaries of his Will, everything is split 3 ways. If you need to keep some of my share fine, but again I applied for loan forgiveness because of my XXXX. I attached my social security letter. 

Im being evicted because I didnt get my refund. I received an eviction notice. I need at least {$25000.00} to pay the bills I havent paid while waiting for my tax refund. Ive have medical bills and prescriptions I need to get. 

As soon as I found out the offset from the tax advocate I called the dept. of education, as I would have done weeks ago if I knew about it. I was first told by dept. of education if I paid at least {$5.00} my refund would not be offset, so I paid and its still is being offset. I call again to set up the rehab program and Im told something different, Im told dept. of education cant do anything, I have to call IRS. Then pheaa tells me I will get my return back once they receive information about my loan forgiveness, which I call XXXX to aquire information. 
The Irs tells me to call dept. of education. Ive gotten wrong information from IRS and Dept. of Education, pheaa. 

My refund was being expedited because of my financial hardship. I went through 3 months of torture waiting for my refund, now they take it all without warning or knowledge. I challenge the offset, it shouldnt have happened. I ask for a formal hearing. 

Please help XXXX XXXX

Company response to consumer: Closed with explanation