Consumer complaint received 2021-07-24
Company: AES/PHEAA
State: WV
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:
My name is XXXX XXXX XXXX. I applied for Public Student Loan Forgiveness Program in XXXX, after graduating XXXX XXXX at XXXX in XXXX. I had borrowed approximately {$210000.00} during my years XXXX. Per the loan agreement, I agreed to pay income based repayments for 10 years at a non for profit for 10 years and practice in a rural setting. Doing so would result in forgiveness of the remaining balance of the loan. Since signing the loan agreement, I have completed 3 years of XXXX  and 8 years practicing in a " rural setting. '' During this time, I fulfilled all of my payment obligations, which per the loan agreement, were income driven repayments. I was required to submit income verification annually and did so. For the past 8 years, my payments have been over {$2300.00} a month. 

My 10 years ( 120 payments ) should have expired in XX/XX/XXXX. When I called the loan servicer, fedloans.org to inquire about this in XX/XX/XXXX, I was told the expiration was XX/XX/XXXX. However, it is now XX/XX/XXXX and per the fedloans website, I still owe 74 payments in the amount of {$190000.00} that are apparently to website, are " in question ''. More importantly, myfedloan states I still owe payments until XXXX! 

In the past 18 months, I have called no less than 30 times to find out why my loan status has not been changed. I've spoken to countless operators and supervisors. Most recently, an operator stated the loan administrators were " on an island '' and there was no way to talk, email, or reach them for answers. I am constantly told its simply a " paper tracking '' issue for 18 months. I was also told my case is " flagged '' as well as the term " expedited '' so all calls are tracked. Now, I am here 18 months later without change in my 74 payment status. 

I have an urgent need to get this rectified as starting in XX/XX/XXXX, as if I don't continue to make these large payments, ( despite already having completed all terms of the agreement ), I could be in " default ''. My license to XXXX  XXXX XXXX may be revoked. I have overpaid in my calculations a {$210000.00} loan to {$280000.00}. And yet still {$190000.00} owed, how is that? Because of this situation, I am in limbo career wise. I, as a XXXX, can not even get approved for a car loan. I have been compliant with my end of the contract for the last now ELEVEN years, but yet I still have {$190000.00} outstanding debt? I have my bank statements to verify my payments as well.

According to my research, there have been multiple states with lawsuits against the Public Student Loan Forgiveness Program. Not only for the gross mismanagement, but near obsolete communication of the company. I have reached out to my WV Attorney General XXXX XXXX for help. Upon search the CFPB complaint database, I have found many similar complaints about this program. Aside from getting my loan discharged properly, I would like to know why this program is permitted to continue its unfair, deceptive and abusive lending practices. Any inquires are welcomed.

Company response to consumer: Closed with non-monetary relief