Consumer complaint received 2017-09-30
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: AES/PHEAA (PA)

Complaint:
I am paying my loans under the Public Service Loan Forgiveness Program. XXXX XXXX XXXX my loans. XXXX XXXX has been very difficult to work with through the years, but what happened to me this month is absolutely appalling. I am a XXXX and have worked for a very large XXXX XXXX with over 55,000 employees. There are many XXXX throughout the system each with their own EIN number but all fall under one XXXX XXXX. Every XXXX is classified as XXXX. For the past 10 years, I have made my payments on time - never late!. I have regularly sent in updated Employment Certification Forms since I have worked in many of the XXXX throughout this XXXX XXXX  for the past 10 years. I actually left the XXXX XXXX in XX/XX/XXXX and returned in XX/XX/XXXX, but still worked as a XXXX for XXXX XXXX XXXX that were classified as XXXX. As of XX/XX/XXXX, my account showed that I had made a total of 111 payments with 9 more to go. My expected loan forgiveness date was given as XX/XX/XXXX. In XX/XX/XXXX, I sent in a new Employment Certification Form to update my account. I am still at the same XXXX that they certified me for in XX/XX/XXXX. Since then, I have received 7 rejection letters for my application and today my account shows that they bumped me down to only 85 qualifying payments with 35 more to go and pushed my forgiveness date back to XX/XX/XXXX!! HOW IS THIS POSSIBLE!!! Needless to say, I have made countless phone calls. Every person I talk to has a different response, but none of it makes any sense. Luckily, I have kept every Employment Certification form that I have sent and every correspondence that they have approved. I have contacted the Ombudsman Office of the federal government that handles student loans and they have set up a caseworker to look into this matter. Right now I am so upset, I ca n't eat or sleep. Monday is XX/XX/XXXX. I am suppose to make my last payment, but now everything is a mess and no one can tell me how this happened!! I could see if anything I submitted was questionable, but it is not. I had every Employment Certification form filled out by an HR representative or payroll specialist where I have worked. I know every place I have worked is a non-profit health care facility. The customer service at XXXX XXXX XXXX is so poor. No one seems to follow through with anything. If a processor does not like something on your Employment Certification Form, they reject it, but do n't tell you why or how to fix it. At last count, I probably have made 50 phone calls, but I get no resolution - only empty promises that they will fix it. However, every promise to fix it turns into another rejection letter. I am going to fight them to the end. I have read that the Attorney General 's Office in New York has set up a XXXX for people to call with complaints about Fed Loan not doing their job to help those in the Public Service Loan Forgiveness Program. I live in Pennsylvania, but I am going to call them on Monday to see if they could guide me on who to contact in my state. I would appreciate any help you can give me on this matter. I have read so many complaints online about XXXX XXXX XXXX. I do n't know how they can get away with all of this incompetence. A few months ago, I had called Fed Loan just to see if everything on my account was up to date and if there was anything else I needed to provide to them. I was told I was one of only 211 people that were on track to have their loans forgiven on XX/XX/XXXX. Now look what they have done to me!!!

Company response to consumer: Closed with explanation