Student loan -- Dealing with your lender or servicer -- Complaint #5008230
Complaint Overview
Complaint ID: 5008230
Company: Aes/Pheaa
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Problem with customer service
State: New York
ZIP Code: 11210
Date Received: 2021-12-14T12:00:00-05:00
Date Sent to Company: 2021-12-15T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2021 Fed Loan Servicing sent an email notifying me that I qualified for a refund for a payment I'd made during the Covid-19 deferment period. I requested that refund in early XXXX via telephone. It is now XX/XX/2021 and I have not received a refund despite the fact that the balance on my student loans has increased by the refund amount of {$2200.00} ( the sum of the interest on my loans ). I called back in XXXX and was told the refund was only just processed and a check would be mailed to me within 2 weeks to 2 months. The woman I spoke with claimed the check would arrive no later than XX/XX/2021. It is the XXXX. I have now been trying to contact them for days and have been met with ridiculously long hold times. Last Friday, XX/XX/2021 I was on hold for 2 hours ( despite a promised 15-20 minute wait ) before finally getting fed up and ending the call. Today, XX/XX/2021 I was on hold for over 30 minutes before the call disconnected. All of these calls have been made well within their business hours. My loans were unfortunately transferred to Fed Loan Servicing earlier this year after I applied for the XXXX program. Since then, they have also calculated my number of eligible payments incorrectly and show my having made FAR fewer eligible payments towards the program than what I have actually made. It is utterly disheartening that in addition to the stress that comes with student loan repayment, their service is so XXXX poor to boot. A loan servicer is supposed to offer support to borrowers and be sure that questions and concerns are adequately addressed, and in my experience, Fed Loan Servicing has completely failed to do any of this in the time that l have dealt with them. Over half a year of constant phone calls, and incorrect information and I have nothing to show for it but an increased loan balance and a XXXX program that I seemingly will never qualify for due to incorrect payment calculations. The United States government ought to be more discerning with whom they contract with and hold said contractors to higher standards. Fed Loan Servicing, at this point, should be out of business as my complaints are not unique. I want the {$2200.00} refund I requested and was promised issued expediently and for the payments I've spent years making to be accurately reflected on my account and counted towards XXXX!
Frequently Asked Questions
What is Complaint #5008230 about?
Complaint #5008230 was filed against Aes/Pheaa regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2021-12-14T12:00:00-05:00.
How did Aes/Pheaa respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Aes/Pheaa?
Yes, visit the Aes/Pheaa company profile at readthecomplaint.com/company/aes-pheaa to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.