Consumer complaint received 2017-12-29 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: AES/PHEAA
State: NY

Complaint narrative:
XXXX XXXX, XXXX I received an email from XXXX XXXX XXXX about how my employment has been recertified. On that same day, I receive a notice of my payment tracking and it says 0 payments have been counted towards my Public Service Loan Forgiveness from my past year of on time direct deposit payments. 

On XXXX XXXX, I received another XXXX XXXX XXXX email about my employment being recertified ( again ) and now instead of 0 payments counting towards my Public Service Loan Forgiveness, it says 2. Still, this sounds wrong as I have had direct deposit payments made every month for the past year with XXXX XXXX XXXX. 

On XXXX XXXX, XXXX I called XXXX XXXX XXXX to get an explanation as to why only 2 payments of the past year have qualified for Public Service Loan Forgiveness and I am told that it will take about 60 days for the request to review to go through. She informs me that payments do n't qualify if they are in forbearance or if I 'm late with my payments. She looks over my account and says it does n't appear that I had an issues ( no forbearance or late payments ) and the payments should be counted and reviewed in 60 days. 

On XXXX XXXX, XXXX I called XXXX XXXX XXXX as this is the end of the 60 days. I spoke with a representative and again he informs me that sometimes payment do n't qualify if they 're in forbearance or late. He checks my account and sees that all my payments are made on time and should count since nothing was marked on my account. As he checks my account he says it appears that 21 payments have been made towards my Public Service Loan Forgiveness and that I should hear back in the next few weeks with an updated qualifying payment email/letter sent to my account. 

On XXXX XXXX, I check my XXXX XXXX XXXX account to see if any of the payments went through and noticed that it still says 12 payments and nothing has changed. I called XXXX XXXX XXXX again asking about any updates for my payments towards Public Service Loan Forgiveness. The customer service representative told me she saw 22 qualifying payments were made and I told her that I was n't seeing the same information and it still only says 12 qualifying payments. She transfers me to someone else and this representative now informs me that I have been on a " rolling pay ahead '' program for the past year. None of the previous phone calls have ever indicated that I was in this program and my payments were being made on time every month. She informs me she will request my loans be transferred out of the pay ahead. She also informs me that she will put in a request to review all my payments from the past year and a half to be counted towards Public Service Loan Forgiveness. 

After 5 months of calling and waiting, and being told repeatedly that my account was fine, I have only now learned that I was on this rolling pay ahead program after a year and a half of payments.

Company response to consumer: Closed with non-monetary relief