Consumer complaint received 2026-01-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: AES/PHEAA
State: PA

Complaint narrative:
I am writing to formally dispute and seek clarification regarding recent communications from the XXXX XXXX XXXX XXXX  for XXXX XXXX indicating that I must reapply for loan relief, despite having previously received written confirmation that my qualifying student loans were 100 % completely forgiven during the COVID-19 period. 

During the COVID timeframe, I was explicitly informedboth verbally and in writingthat my loans under this program were fully forgiven. I was issued official documentation confirming complete loan forgiveness, and I relied on that determination in good faith. At no point was I advised that this forgiveness was conditional, temporary, or subject to later reversal. 

I have now been told that I must reapply for the program. This is deeply concerning and appears improper. A finalized loan forgiveness determination can not be arbitrarily rescinded without lawful authority, clear explanation, and due process. To date, no such explanation has been provided. 

At present, I am unemployed and do not have the financial ability to resume student loan payments. More importantly, I am not obligated to resume payment when I possess official documentation stating my loans were fully forgiven. I will not make payments on loans that were represented to me as permanently discharged. 

Accordingly, I am requesting the following in writing : A clear explanation of why a reapplication is being demanded after full forgiveness was granted. 

Identification of the legal or regulatory authority permitting the program to reverse or invalidate a completed loan forgiveness determination. 

Confirmation of whether the original forgiveness determination has been formally revoked, and if so, the date, reason, and authorizing decision-maker. 

Written confirmation that no adverse action, reporting, or collection activity will occur while this matter is under review. 

If this issue can not be resolved promptly and transparently, I will have no choice but to pursue further remedies, including filing formal complaints with appropriate state oversight entities and seeking legal counsel. I am requesting immediate clarification to avoid unnecessary escalation. 

Their response : Dear XXXX XXXX, Thank you for contacting our office! Your email is important to us. However, for privacy reasons, we do not have access to your grant records. 



Based upon the content of your email, we suggest that you reach out to the Pennsylvania State Grant Department directly by calling XXXX. Representatives are available Monday through Friday from XXXX XXXX  until XXXX XXXX. You may also send an email to XXXX for assistance. 



Alternatively, you may reply to this email to provide your Social Security number and date of birth. Once this information is received, a member of our team will be able to reach out to the Pennsylvania State Grant Department for information on your behalf.

Sincerely, Office of Consumer Advocacy XXXXXXXX XXXX XXXX  XXXX  Consumer Access Visit XXXX  for state and federal consumer advocacy resources.

Company response to consumer: Closed with explanation