Consumer complaint received 2020-03-08
Company: AES/PHEAA
State: TX
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:
I received a letter from FedLoan in XXXX of XXXX stating my loans were re-calculated. I didn't read the email because I figured it was about the PSLF program because my yearly re-certification was coming up. In XXXX, I called FedLoan because I didn't understand why my request for forgiveness date was pushed from XXXX of XXXX to XXXX of XXXX. I was told, that even though I still made payments for the XXXX academic school year, my loans went into " in school deferment ''. On XX/XX/XXXX I spoke to employee # XXXX and was told to complete and submit the " school Related Deferment Waiver Form ''. On XX/XX/XXXX I uploaded the signed form to my FedLoan account and I also faxed it. I still have the form and the fax confirmation sheet. On XX/XX/XXXX I spoke to employee # XXXX. Both reps told me to complete the " Waiver Deferment '' form and request that a recalculation of my payments. I was told that it could take from 7 to 20 business days XXXX on both calls XXXX. I called XX/XX/XXXX, I did not get the employee #, and was told I never officially requested to have my loans recounted. I told the employee that didn't make any sense because I submitted the " School Related Deferment Waiver Form '' on XX/XX/XXXX. That caller told me it would take 2 weeks. I called two weeks later and was told that it takes 30 days. I called in XXXX and XXXX and spoke to a representative and they just cut me short and told me, " it's being worked on and someone has to manually review my account. '' I didn't call in XXXX of XXXX but I did call in XXXX of XXXX. On XX/XX/XXXX, a rep again told me that my account was still under review and it can take a while because a person has to manually count my payments. I called on XX/XX/XXXX and spoke to employee # XXXX. He was extremely rude and short. I asked to speak to someone else and he just said, " they'll tell you the same thing. '' I told him that my request to have my loans recounted in XXXX and XXXX of XXXX and it's the end of XXXX of XXXX and I have not gotten a response. No phone call, email or letter in regards of my status. I again asked to speak to someone else. I spoke to employee # XXXX. She told me that my account was no longer in review. When I told her that I have not received a response in regards of my request she then said that a request was sent to view the billing statements from XX/XX/XXXX to XX/XX/XXXX. I can view all of my billing statements on line and it took 5-6 months for someone to say that? The rep. then told me that if I feel that I've made 120 payments, I can put my loans in forbearance while my payments are counted. That would be the worst mistake ever because when your loans are in forbearance, the payments aren't counted. ALL of my federal loans were consolidated with FedLoans since XXXX of XXXX. I have never missed a payment or paid ahead. I submitted the form that was required of me and I would like an answer. This is something that I've worked hard for. If my payments can be calculated when I re-certify my employment every year, then it shouldn't be hard to review 11 or 12 months of payments. I am respectfully requesting assistance in this matter. I feel that I need to get an attorney. I strongly believe that FedLoan is attempting to find any way to stop loan forgiveness. Whether it's the employee 's pushing my request to the bottom of the pile or them attempting to lose my paper work in order for me to not qualify for forgiveness. I hope that all of my calls are logged. I was in no way disrespectful to the staff. I only called once a month. Please help! I thank you for your assistance.

Company response to consumer: Closed with explanation