Consumer complaint received 2017-06-03
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: AES/PHEAA

Complaint:
Issue : Not communicating what is going on in processing of loan transfer. XX/XX/XXXX - Filed paperwork for " Public Service Loan Forgiveness '' ( PSLF ) XX/XX/XXXX  - received letter from Fedloan that stated " We could not accept your public service employment certification. ' XX/XX/XXXX  - received letter from Fedloan that stated " Your employment qualifies you for participation in the PSLF Program. '' My student loans had previously been consolidated (   XXXX   ) and were with   XXXX   XXXX   XXXX   XXXX   XXXX  .
<P/><P/> XX/XX/XXXX  - Logged into my   XXXX   XXXX   account to pay my  XX/XX/XXXX  student loan payment. Their online system stated I did not have an account.
 XX/XX/XXXX  - Called   XXXX   XXXX   and was told that my loan had been transferred.   XXXX   XXXX   informed me that since my account had moved, I could not make a payment to   XXXX   XXXX   - but had to make a payment to the new company. I was told to wait until I got a letter.
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 XX/XX/XXXX  - Received a letter from   XXXX   XXXX   ( dated  XX/XX/XXXX  ) that my students loan were being transferred to Fed Loan. Also there is a statement in the letter " If ED does n't transfer your account as planned, we 'll let you know. '' This line indicated to me - that the loan still might not get transferred. And this coupled with the fact that I received two letters previously with conflicting messages about my loan 's status with the transfer - I did n't know if this would even go through.
 XX/XX/XXXX at  XXXX  ( EDT ) - I called Fed Loan and was told that my accounts still had not transferred. I would have to wait 10-15 business days to do anything with my loans - i.e. I could not yet make a payment.
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 XX/XX/XXXX  - Received an email from Fed Loan that my student loan payment was late and that my payment date was  XX/XX/XXXX .
 XX/XX/XXXX   XXXX  ( EDT ) I called and spoke with  XXXX  ( cust rep # :  XXXX  ) - Was told that my payment was n't late and that it would n't show up as late until 3 months of not paying. I disagreed with her on both of her statements. When I mentioned that I had received a late notice and therefore her company 's system clearly was marking my account as late - she kept repeating the payment was n't late. I asked  XXXX  why her company did not send me an email on the   XXXX   letting me know my payment date was that day. Her response was that my account was still being processed on the   XXXX   - that their system did not have my account in their system yet. I asked why they waited 11 days to send me ANY communication, especially when the account was late. She had no answer. I also asked why I had not received a welcome letter that outlined the specifics for my account transfer and she did not answer my question but merely stated that I should have known my due date would have been the same. I then asked her why anyone would think that when transferring to a different loan payment program AND transferring from a different company that all the terms of your student loan would stay the same. She said that I should have known.
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Concern : I do not want my  XX/XX/XXXX  payment to show as late. ( I have paid it. ) I want the late payment reference removed. Why is this so important? Part of being on the PSLF program is that I make 10 years ( 120 payments ) ALL ON TIME. I can be thrown off the program for one late payment.
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Based on the lack of written communication, customer service representatives giving me false information ( when  XXXX  stated my payment was not late ), and the fact that I was given an email 11 days AFTER the payment due date - BUT yet, never had gotten an email on the   XXXX   or even  XXXX  that said " Your account has been brought over - pay now '' - I suspect that companies might be setting things up so that people will have late payments - so they can be removed from the PSLF program.
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Also, I am happy to submit any documentation - I have attached jpegs of the letters referenced, but I can scan them at a later time & send them in as pdfs.

Company response to consumer: Closed with explanation