Date Received: 2022-05-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: First off let me say I am grateful that XXXX of my loans have been forgiven under the updated PSLF guidance due to the pandemic. With that said I did not get a chance to consolidate my loans before Fedloan reviewed my account for forgiveness. On XX/XX/2022 before I consolidated my loans and submitted my employment verification my account was reviewed and loans were identified and forgiven. Due to this happening before I was able to consolidate I now can not utilize that payment count across all my loans. I reached out to Fedloan asking what I can do to revise this and they noted there was nothing I could do since the action was already taken. If I consolidated my loans before they forgave the XXXX loans that had XXXX payments, that payment count would have been applied to the new consolidate loan and all my loans would have been forgiven. Is there any options available to reconcile this? I know others who are in the same situation as I am.
Company Response:
State: IL
Zip: 60609
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2022, AES/XXXX ( XXXX AES '' ) reported to consumer credit agencies that the subject student loan account was " Closed '' and that it was " flagged ... as not paying off [ the ] balance and [ I ] can not be located. '' This resulted in a XXXX point credit score reduction. Upon further review of the credit report, AES reports that the account is greater than 30 days delinquent in that no payments were received in XXXX or XX/XX/2022. XXXX XXXX documents that AES did, in fact, collect automatic payments for XXXX and XX/XX/2022. Today via telephone AES confirmed that ( i ) the contact information associated with the account is in fact correct, ( ii ) that the account is open and not closed, and, ( iii ) that the account is current and paid as agreed. AES will not, however, correct the erroneous reporting without a formal consumer dispute.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Please see identity theft report. I have consistently disputed fraudulent accounts that are results from identity theft on my credit profile with all XXXX credit bureaus and they have ignored my verfied claims and are unlawfully and illegally reporting fraudulent accounts on my credit profile.
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: All of the complaints below are from current or former employees according to XXXX. PHEAA should take strides in providing the public with restitution because each one of these comments about working here makes it seem like the employee hated their job and probably did the bare minimum which was probably next to nothing. The complaints about the pay are also obvious. There is no way the general public who have loans serviced by PHEAA can ever rely on PHEAA for anything positive. I wouldn't be surprised if the agent ( s ) reviewing these CFPB complaints are people posting complaints on this forum about what it is like to work there. I was actually quite shocked about the bathroom policy. Sounds like it must be like XXXX XXXX working for PHEAA. Overall, it seems like the internal processes at PHEAA are just as much a disaster as they appear on the external side of PHEAA. It truly starts from within. Imagine all of the potential candidates who could have helped this company but decided to either turn a position down at PHEAA or rescinded an interview opportunity because of how bad it is after possibly reviewing some of these comments. I actually think PHEAA is creating their own disaster. XXXX. XXXX, XXXX : DREADFUL Its a draining job, and typical call center, student loan borrowers are told several different explanations by different departments on loan repayment. The in bound calls are either irate folks or people unable to repay student loans. XXXX. XXXX, XXXX : DECENT WORK, AWFUL RESULTS They grab you in with the prospect of making XXXX an hour by a year and half ( now they have bumped it up to 9 months of working there ), and make it seem as though you can move quickly through positions in the company. I have been stuck at the same cap for another year and half. They only promote to the next level when it becomes available, as in when someone in that position quits. They higher based on computer stats, not seniority or knowledge or overall performance, just on how good of a robot you are. The job itself isn't bad, but they need to change their practices. XXXX XXXX, XXXX : DON'T WORK HERE Theyll XXXX your soul out and expect you to apologize for it. They wonder why they have such horrible retention and its all how they treat their staff. XXXX XXXX, XXXX : EH. I wouldn't say this place is awful for the pay or the chances for advancement. You got paid XXXX to XXXX an hour and you had mandatory overtime sometimes. However, the turn over rate was crazy and they would fire you for ridiculous reasons, I.E. if you're supervisor didn't like you. I quit because we had an awful snow storm coming our way one year and the company refused to let anyone go home early for safety reasons. I had to ask to leave early because my husband and child were coming to pick me up in the middle of that storm at XXXX XXXX. They don't care about their employees at all. XXXX XXXX, XXXX : VERY HIGH STRESS WITH VERY LITTLE PAY The training there was horrible. Maybe 30 minutes training for a brand new job. Also, we part timers never got a raise. However, they kept piling work on us and adding new jobs all the time. It was very unfair to all of us. Most of the XXXX people in my class are gone including me. I think there may be one left. I do not recommend this job to anyone. XXXX XXXX, XXXX : I LEARNED HOW TO BE UNHAPPY When you work at PHEAA you come to work, get on the phones, take your breaks at the required time, and then you leave to go home. They don't encourage you to socialize, they remind you regularly that you are replaceable, and the management is lacking. I worked at this place for over 4 years and my manager didn't even take the time to get to know my name. XXXX XXXX, XXXX : FAST PACE ENVIRONMENT A typical day at work consist of taking phone calls. Helping student with the loan debt. I learned a lot in the process of 5 years. Between student loan debt in general and how programs work. Management is kind of all over. Certain people allow certain things, it is not very consistent on how they run things. Certain sup and reps get away with more than other, just depends on the person. XXXX XXXX, XXXX : XXXX XXXX This company is very much a cya company and if you are a yes person there is a job here for you. If you have differing views or opinions you will be treated like dirt. They want people that will do what they say. Management is poor and doesn't know what they are doing. They constantly change their mind after implementing something. XXXX XXXX, XXXX : IF YOU DESPERATELY NEED A JOB ... THEY'LL HIRE YOU If you need a job and have no other options than this is sufficient. Kiss the right XXXX and you'll easily be promoted. No employee development. Paychecks overly taxed ; you make much less than your hourly rate will have you believe. Overtime available based on your department. Weekends and major holidays off. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I sent fedloan the below email on XX/XX/XXXX to check on my PSLF certification submitted in XXXX. Payments did not look correct, so I had two specific questions. But the agent who responded did not answer either of them, and I keep asking for a response to no avail. I have been waiting 17 days for a response. Here is the email with my specific questions about XXXX counts : I recently received your notice about PSLF Qualifying Payments update, but it seems incorrect. Can you review? Specifically, I see that I am only given credit for 51 months of qualifying payments, but the number should be closer to XXXX months. I've been employed by a qualifying employer and enrolled in XXXX since XX/XX/XXXX. Do the {$0.00} payments during Covid count toward forgiveness? My qualifying months should include every month since XX/XX/XXXX, through the date the form was signed in XX/XX/XXXX. This is the case for virtually all of the loans on account # XXXX, loan XXXX. Additionally, I recently consolidated some stafford loans into a direct loan. They're currently showing 0 months qualifying. Can/will that be updated? Under the temporary expanded criteria, past payments should count towards forgiveness. This is for loan numbers XXXX and XXXX. Thank you, XXXX XXXX
Company Response:
State: NY
Zip: 10305
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Fed Loan Servicing received documentation on XX/XX/22 for XXXX application employment qualification. Fed Loan Servicing responded with incomplete answer and did not review the material properly. This same employer has been qualified in prior attempts. Employer directly reached out to Fed Loan Servicing on XX/XX/22. They stated that there we " working on it. '' This same exact process ensued last year and required CFPB intervention for the matter to reach resolution. Their delays have had significant financial implications.
Company Response:
State: NJ
Zip: 07719
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I've held and paid on direct consolidation loans since XXXX. The loans were automatically placed in forbearance during the Covid pause ( XXXX XXXX ). Despite this, I voluntarily made payments on those loans until the XXXX waiver was announced in XX/XX/XXXX. I was serviced by XXXX XXXX during that time. Under the waiver, I knew that I was eligible for forgiveness, so I submitted an ECF on XX/XX/XXXX and was transferred to Fedloan by the end of XXXX. During the transfer period, I learned that I could request a refund of payments made on direct loans during the Covid forbearance, so I contacted Fedloan to ask for the refund in XX/XX/XXXX ( as soon as my information had transferred to them ). They said that they issued the request, and within two weeks the balance of my student loans increased by the approximate refund amount ( around {$4200.00} ). XXXX months later, in XX/XX/XXXX, I still had not received the refund, so I spoke with a FedLoan agent on the phone. They assured me that the request had been submitted, but could take up to 120 days. In XXXX, I called and spoke with another agent who assured me that the request had been submitted, but could not be sure when the refund would be issued. On XX/XX/XXXX I called again to check on the status of the refund. The agent said that the request had been filed, but the refund could take 6-9 months. I want the refund of payments that I voluntarily made on direct loans during the Covid pause. It shouldn't take more than five months to issue a refund.
Company Response:
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-06
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have attempted to lower my payments several times and have been told I have no options. When I am late I receive emails to contact them so they can help me. When I contact them, I am again told there are no options for me.
Company Response:
State: WA
Zip: 98372
Submitted Via: Web
Date Sent: 2022-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I only ever received federal student loans for XXXX degree through XXXX University : both subsided and unsubsidized federal loans. I noticed that my loans being held with AES were still accruing interest during covid while federal student loan interest was stopped. They told me that in order to stop accruing interest, I needed to refinance with another company. These loans are refinanced through Fedloan but accrued interest for over six months during covid and may no longer be eligible for forgiveness due to my refinancing. I would like AES to be investigated for both the interest accrual and the advice to refinance. Since refinancing these loans are no longer accuring interest per covid policy via Presidents Biden and Trump. Attached is the conversation I had with an online AES rep : XXXX : Payments and Billing Questions XXXX : Hello, I noticed on my credit report that AES is adding interest to my student loans. These were all direct federal loans and it was my understanding that there should not be interest accruing on federal student loans under covid relief efforts. My other student loans held by other companies are not having interest added. XXXX : Can you please advise if this was a mistake or why interest is still being added? XXXX : Thank you for contacting us. My name is XXXX and my employee ID is XXXX. May I have your first name please? XXXX : Hello XXXX, thanks for your help. My name is XXXX XXXX : Good afternoon, XXXX. I can certainly review your inquiry. Please allow a few minutes while I research your account. XXXX : Thank you! XXXX : As we navigate the challenges posed by the spread ofCOVID-19, we remain committed to supporting our customers and clients.We are aware of the six month suspension of payments and that the interest would be waived for all federal student loans owned by the U.S. Department of Education ( ED ), including Direct Loans, Federal XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX loans held by the Department.All loans serviced byXXXX XXXX owned loans ; they are not owned by the U.S. Department of Education.Please be advised, commercially held loans ( i.e., AESserviced loans, commercialFFEL, Private ) are not covered by this announcement ; therefore, your loans are not eligible to have the interest waived or an eight month suspension of payments. This information is available in the CARES Act of 2020 and those same provisions apply to the 2021 extension. '' Please accept our apology for anyinconvenienceor confusion this may have caused. XXXX : Is there anyway I can have them sent back to the department of education? They were originally federal loans. How did they end up as bank loans? XXXX : Upon review, these loans were always owned by a third party financialinstitutionand you may be eligible to have the loans consolidated into a Federal Direct Consolidation loan owned by the Department of Education. We do not offer refinancing or consolidation options ; however, if you would like to combine all of your federal student loans into a new Direct Consolidation Loan handled by a newservicer, you may refer towww.studentaid.govfor more information. XXXX : ok thank you for your help XXXX!
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2022-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have a federal consolidated student loan that is serviced by Pennsylvania Higher Education Assistance Agency dba FedLoan Servicing. The loan was consolidated in XXXX, but FedLoan Servicing maintains the consolidated loan as two loan sequences : a subsidized student loan and an unsubsidized student loan. I have been an XXXX XXXX XXXX XXXX in the United States XXXX since XX/XX/XXXX. I have remained on XXXX XXXX at all times since XX/XX/XXXX. Since XX/XX/XXXX, I have never requested for my loans to be placed in forbearance. However, FedLoan Servicing has placed my loans into forbearance on numerous occasions to process their own paperwork and for their own benefit. They have even retroactively applied forbearances to my account several years later to correct their own billing errors when I was in active repayment during that time period and both the Department of Defense and I were making payments towards my student loans. Every year of my XXXX XXXX XXXX, I have filed a yearly certification form to determine my payment amount under an income-based repayment plan. Since the start of my XXXX XXXX I have been enrolled in an income-driven repayment plan. I am in the Revised Pay As You Earn plan. The Department of Education reviews my income on a yearly basis and determines my monthly repayment amount based on my previous year 's tax information. I have also been periodically submitting requests to certify the number of qualifying payments towards Public Service Loan Forgiveness. Within the last year, I have submitted two Employment certification forms : XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX, a representative from FedLoan Servicing called my current supervisor in the XXXX XXXX to verify my military service. My supervisor confirmed that I was in fact an XXXX XXXX XXXX XXXX and that I worked with him. The representative asked him if he knew the XXXX XXXX XXXX number for the XXXX XXXX. My supervisor explained that he did not know that number off the top of his head, but that it is available online. I never received any information about that form and my payment count did not update on the FedLoan website. On XX/XX/XXXX, I received an e-mail from Federal Student Aid Information Center that stated : " ED-FedLoan advises the last application you sent for PSLF in XX/XX/XXXX was incomplete. '' I then submitted another form within four days. As of today, FedLoan Servicing is stating that I have made XXXX qualifying payments for purposes of Public Service Loan Forgiveness. In fact, I should have XXXX payments. Even with additional oversight, they are looking for any reason to delay a proper accounting of qualifying months for student loan forgiveness. Recent changes to the PSLF program allow all months spent on XXXX XXXX to qualify for PSLF. FedLoan Servicing 's website specifically lists XX/XX/XXXX and XX/XX/XXXX as being " Ineligible Payments '' because " You do not have a bill due for this payment period. '' I was on XXXX XXXX in the XXXX XXXX during both of those months. This information needs to be corrected on my account to accurately reflect the number of months that I have spent on XXXX XXXX in the XXXX XXXX. I have access to a large number of records through the Department of Defense that demonstrate that I have been on XXXX XXXX, with no break in XXXX XXXX since XX/XX/XXXX.
Company Response:
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A