Date Received: 2022-01-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received correspondence on XX/XX/XXXX from FedLoan in response to my request for TEPSLF forgiveness. The letter states that I am not eligible for forgiveness now because I have not made the required 120 payments. However, when I checked FedLoan 's XXXX Payment Tracking page, I noticed that there are two years of loan payments that are not counted - between XX/XX/XXXX and XX/XX/XXXX - these payments just appear to be missing from my record. I consolidated my loans in XX/XX/XXXX with XXXX XXXX XXXX ( XXXX ) and began repayment the summer of XXXX. XXXX XXXX XXXX ( XXXX ) continued as my student loan servicer until my loans were transferred to FedLoan in XXXX. I believe that with these payments counted I will be over the required 120 payments needed to qualify for XXXX forgiveness.
Company Response:
State: MD
Zip: 21214
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My first problem is the fact that the overall amount of my loan on my credit report does not match the information in my account. All three of my credit reports have the the original total of my student loan as {$93000.00}, but my AES account has the total loan amount listed as {$95000.00}. This matters because is looks like I have only paid {$23000.00} since XXXX on my credit report, when I actually have paid {$45000.00} of the principal, and {$30000.00} for interest ( according to my AES account. The total I have paid is {$76000.00}. I asked AES to audit my account because my current loan plan is XXXX months at {$550.00} and the final payment is scheduled to be made in XXXX. They told me I was on a " level '' plan. If this is the case, I am on a XXXX year payment plan, but XXXX ( the year my loan was switched to AES ), would be XXXX years. I believe AES changed the loan plan in XXXX after the loan reached {$110000.00} and started a new loan term. The reason I think this is because if a loan for XXXX with a 3.8 % interest rate is set at XXXX years, the monthly payment will be {$560.00}. That's very close to what I pay each month, after the direct debit discount is applied. For some reason, I was consistently unable to take advantage of any income based repayment plans ( with the exception of 6 months ), even though I was living in Michigan until XXXX, and was homeless at times. The only options offered were deferment or forbearance and {$19000.00} was added to the principal of the loan. After that, the balance XXXX to {$110000.00}. It now is less than {$70000.00}. If the loan was recalculated in XXXX, that should have been reflected on my credit report, but it's not. Even though I am far ahead on my scheduled payments, I am only able to postpone a payment for one month if I have direct debit. Of course, the only way to get a slight reduction in the interest rate is to have direct debit payments set up. Since I have been working two, something three jobs to pay off this loan, I want to make big payments throughout the month. Having one payment on a set day doesn't always workin in my best interest, but I'm not allowed to postpone the payment on the due date and make payments on other days throughout the month. This slows this down and forces me into a payment schedule that accumulates the most interest possible. Why can't I postpone the direct debit on the due date and pay three or four times throughout the month? AES informed me that there was no amortization table for my loan. When I asked for one, they told me student loans don't have amortization tables because months have different days. This didn't make any sense because other loan service providers have amortization tables. AES has been dishonest and difficult to deal with over the years. At this point, I'd like my account to be audited by a third party and AES, and the proper information posted on my credit report. The loan was inflated in XXXX and it should have been reported to the credit bureaus. I want this information to be accurate on my credit report. I have worked very hard to pay down my student loan but my credit report looks like I have barely started to pay. I would also like AES to admit that they recalculated loan in XXXX to extend the loan further into the future, instead of offering me an income sensitive repayment plan.
Company Response:
State: UT
Zip: 84414
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Recently I decided to take advantage of my low Income Based Repayment Plan rate and bring my loans out of deferrment to start making payments as these are qualified payments towards my PSLF. XXXX was my servicer at the time and I made a payment to XXXX who then transferred my loans to FedLoan. I noticed that the debit for monthly payments had stopped coming out of my bank and that FedLoan wasnt tracking me as paying and so I sent several emails inquiring about this issue which received no response. I then called and was placed on indefinite hold several times. When I finally reached someone, I was informed that my loans had gone back into deferrment, I would need to submit a new request to FedLoan, and that I have now missed out on 5 months of qualifying payments towards XXXX How can this company just arbitrarily make changes to my loan payment agreement without my consent or put my loans into deferrment which I had brought out by request? Now I have missed 5 qualifying payments which means 5 additional months of payments and potentially thousands more dollars depending on my next XXXX amount. This is basically theft
Company Response:
State: WA
Zip: 98312
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been part of the XXXX program for over a decade and on XX/XX/XXXX I received loan forgiveness. Under the waiver program announced on XX/XX/XXXX by President Biden I have made additional qualifying payments in total 144 in a program at required 120 payments. I talked with Fedloans, my servicer and the Department of Education directly. My initial call to Fedloans regarding the refund was on XX/XX/XXXX with - XXXX ( employee ID XXXX ) where she informed me that refunds take 2 weeks to 2 months from the department of education. She told me to contact the DOE directly and gave me their number. On XX/XX/XXXX I contacted the DOE and spoke with XXXX XXXX case number - XXXX ) where she told me that the DOE does not process refunds but the XXXX department within Fedloans would process it. On XX/XX/XXXX I called Fedloans again and spoke with a supervisor XXXX ( employee ID XXXX ) who assured me that the repeat employment verification form that I submitted on XX/XX/XXXX needed to be processed and then the refund would be issued. He again stated that refund windows are 2 weeks - 2 months. I called twice after that on XX/XX/XXXX and XX/XX/XXXX was told my refund was still in process. I called again on XX/XX/XXXX, after the 2 month process window from the original call request and was told by XXXX ( employee ID XXXX ) that the repeat employment verification form was denied and that there is no refund because my forgiveness effective date was XX/XX/XXXX. This was despite acknowledging that my loans were not forgiven until XX/XX/XXXX well after the waiver had been introduced. I would refunded for the 24 additional months of payments that I made under XXXX. Many of those months occurred during the COVID forbearance but XXXX I made payments totaling {$9400.00} that I would like refunded immediately.
Company Response:
State: IL
Zip: 60201
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been employed continuously with the Government since XX/XX/XXXX and I have had student loan from XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) and FedLoan Servicing. My Non-Direct loans from both XXXX and Fedloan Servicing were consolidated into Direct Consolidation Loans in XX/XX/XXXX and were transferred to Fedloan Servicing. After consolidation the amount were as : Direct Consolidated Loan ( Subsidized ) {$18000.00} Direct Consolidated Loan ( Unsubsidized ) {$21000.00} In addition to the loans above, I had {$13000.00} Direct Student Loan with Fedloans Servicing which I did not consolidate in XX/XX/XXXX, since I have already made some XXXX qualified payments on it and if consolidated, I could lose those qualified payments. However, after XX/XX/XXXX, when Education Department announced the XXXX waiver, due to the loosening XXXX qualified payments program, my consolidated loan, became eligible for forgiveness due to its XXXX qualified payments. Based on the XXXX waiver program, If I could consolidate all of my loans, my entire student loans ( {$18000.00} + {$21000.00} + {$13000.00} ) could be forgiven. In accordance with the XXXX waiver information on XXXX department website ( Link is shown in the attachment ), the new consolidation loan would be credited with the largest number of payments of the loans that were consolidated. In my case, since I have already made XXXX qualified payments on two of my loans, consolidating the entire student loan, could be given credit of XXXX payments for all of my loans and could make them eligible for forgiveness. After I called the Ed Department and got their OK, I consolidated all of my loans ( {$18000.00} + {$21000.00} + {$13000.00} ) in order to get all of my loans forgiven in accordance with the XXXX waiver. However, before, my new consolidation get processed by Fedloan Servicing, they sent me a letter stating that some of my student loan was forgiven ( {$18000.00} + {$21000.00} ) and left me with a balance of {$13000.00}. And Finally on XX/XX/XXXX, they sent me another notification stating my loans couldnt be consolidated since the two Forgiven loans have a balance of 0. I called Fedloan but they kept saying that if they allowed my loans get consolidated, I could lose the qualified payments for the two forgiven student loans. They did not have enough information regarding the new XXXX waiver that Consolidation will NOT reset the XXXX count and it does not matter how many times you consolidate your loans, what matters for the XXXX waiver is if the loan ( before or after consolidation or multiple consolidations ) were in repayment and if you made XXXX payments on the student loans and if you were employed by a qualified employer.
Company Response:
State: UT
Zip: 84070
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been part of the Temporary Extended Public Student Loan Forgiveness program since early 2019. I made income driven payments, which I was told would get me to where I needed to be in order to be forgiven. I called dozens of times, and spoke to people to make sure I was doing what was required. I am now in a place where I should be forgiven. However, the servicer is claiming that they do not recognize the EIN of my employer- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I submitted the number, and they rejected it. They asked for my W2, which I sent. They are still rejecting the number, which is disingenuous. They were accepting my employment certifications for over two years, and calculating my payments. My certifications had the same EIN. Not sure what else to do, since there does not appear to be a live person to help me. I'VE CALLED OVER 35 TIMES over the last 2+ years to make sure I was doing everything correctly. I have called FedLoans/XXXX, Studentaid.gov, and have gone round and round. Each person refers me to another person. I've filed an ombudsman complaint, a complaint with studentaid.gov, and a complaint with the FTC. No word back.
Company Response:
State: CA
Zip: 92108
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I believe I am entitled to the XXXX under the new temporary waiver set forth by the current administration from XX/XX/2021. I have submitted XXXX applications seven times in the past 4 months and provided employment verification. ( Payments to verify may be difficult as my loans have been sold or consolidated 3 times in that time frame ). I have been a victim of XXXX XXXX, XXXX, never dealt with who XXXX sold my loan to and now FedLoan for the direct loan consolidation. I have watched my loan balance grow instead of reduce ( $ XXXX to $ XXXX in 4 months from all of the transfers ). All I received from FedLoan is computer generated letters they received my application. But no one has done any review for 4 months. I send emails to ask about the status, and also receive no communication. I am currently on hold with them to ask a person and not a computer about the status. I have been on hold 15 minutes so far. I am attaching the applicaitons etc to show that this should not be so difficult to review. I want to know why I am still waiting for a result. How long is it going to take FedLoans to get it together and start processing the temporary waiver applications?
Company Response:
State: TX
Zip: 77469
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have tried to resolve this issue with both Fed Loan Servicing and the Dept. of Ed. In XXXX of XXXX the Federal Government announced a waiver of Public Student Loan Service rules in that previously discounted payments should now count. You still had to meet certain criteria, be in public service 10 years, make 120 payments etc. I have been a public servant for over 25 years. I had one direct unsubsidized loan with Fed Loan as of 2009. On and off I had to defer it but I still made payments as I could. At one point 2010/2011 I made 18 payments on a standard repayment plan, no one told me that these would not count towards my 120 payments. Until I called to check on my payment count, at the time there was nothing on their website to tell me that information. I was very disappointed and angry that I had been misled. I shifted over to one of the qualifying repayment plans and continued to make payments. I am still being told that I owe 19 payments but when I read and apply the new waiver rules I count at least 21 payments that should now count. I have provided highlighted payment histories to both Fed Loan and the Dept. of Education. But Fed Loan refuses to apply the new rules to may case and they close it without giving me a chance to question or appeal the decision. I have filed 3 complaints with the department of Ed. but have gotten no relief. I will write my Congress people next I guess.
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I messaged fed loan about the waiver XX/XX/XXXX. Got a message back XXXX asking if still an issue. I replied yes, XX/XX/XXXX they asked for more info to check the account. I have not heard back. I was given bad info while finishing bachelor and masters about my repay options with PLsF. Guided to the wrong payment plan and never informed I could not defer in school and make a lower payment than the full payment and it would count. To make matters worse I never was notified I could consolidate my XXXX and XXXX loans into my direct ( these payment counts would have been higher and I would have been forgiven ). Instead I paid XXXX $ or more in the last year paying it off because navient kept losing my payments until I was paying more than the minimal payment. I have worked in public service my entire career. First as a XXXX at XXXX XXXX since XXXX. Then as an XXXX at XXXX XXXX until a year ago when I switched to XXXX as it was closer to home. Had the waiver information been well disseminated I would have XXXX $ in my retirement fund and have started my kids 501 accounts. It is my sincere hope there is something that can be done to either count the payments paid towards my total and my more than 10 years of public service and at least forgive the remaining XXXX. Would have been XXXX had I choose not to pay extra in hopes of freedom at some point that is now to My own determinet. The hold time to talk to someone at Fedloan is not realistic with small kids and a career in the hospital during Covid abs no one responds via messages.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: FedLoan Servicing is not honoring the Department of Education 's waiver for the XXXX XXXX XXXX XXXX program. I currently qualify for forgiveness on my student loans but FedLoans is not processing my application. If I call, I am given misinformation based on pre-waiver guidance. I have spent hours on hold only to reach a representative that tells me to continuously submit employer certification forms. All of my loans are currently eligible for forgiveness. I had to fight FedLoans to restore payments from XXXX - XXXX for over 5 years ; I requested manual review of my account and restoration of payments beginning in XXXX. My account was not reviewed and the missing payments were not restored until the Massachusetts XXXX settlement with FedLoans, which occurred in XXXX. 5 years of calls, emails, inquiries, to restore 18 months of missing payments. The ongoing struggle of fighting this predatory servicer has taken a toll on my quality of life. I have filed complaints with the Massachusetts XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, and now with your office. When I called today, I was told it will take 6 months to process my account. Such lengthy timelines are unnecessary and unacceptable. Many people are losing hope in this process, once again. The waiver made XXXX worse, not easier, for many borrowers.
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A