Date Received: 2021-12-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: FEDLOAN SERVICING IS Reporting a balance of {$2000.00} on a closed account since XX/XX/2013 with a monthly payment of {$24.00}. XXXX will not update account that has been closed over 7 years.
Company Response:
State: CA
Zip: 91762
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My FedLoan Servicing. AWFUL. I just want to know a rough estimate of payments for the next year. It's XX/XX/XXXX, and repayment plans will start soon and I have ZERO idea of how much my payments are going to be, or what my options are. I have currently been on hold for an hour and 30 minutes. How do they expect people to PREPARE to pay back a loan with NO information. It is awful. This is the longest I've waited on hold. I usually try the call back option, which never happens. What a scam. I can't believe the FEDERAL GOVERNMENT has done this to us. Making hardworking individuals jump through hoops to repay a STUDENT LOAN. It's crazy.
Company Response:
State: TN
Zip: 38134
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have contacted FedLoan on XXXX occasions in the last 30 days, totaling XXXX hours on hold There are no callbacks. Online chat is disabled They do not respond in XXXX message There is no way to contact them. Emails are unanswered
Company Response:
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Shortly before COVID, fedloan servicing contacted me and told me they were increasing my monthly payment because of an accounting error they made. My payment increased from about $ XXXX to $ XXXX. I'm concerned that they have misapplied payments and my balances are not accurate.
Company Response:
State: TN
Zip: 37215
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I previously submitted a complaint regarding an unrequested waiver ( complaint # XXXX ). The response was that " Due to processing delay, XX/XX/XXXX was approved for override provided the following criteria is met : XXXX ) You make the monthly payment of {$300.00} within one month of XX/XX/XXXX, when you spoke with a FedLoan Servicing representative who advised of the override details and XXXX ) Your employment for this period remains certified. '' I made the requested payment on XX/XX/XXXX, and they have still not implemented the override/updated count.
Company Response:
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Since XXXX I have attempted to contact FedLoan regarding my accounts that are now showing to be in dispute. These remarks were previously removed and now are showing as disputed again. I am trying to qualify for a mortgage and this verbiage is preventing me from qualifying. I can not reach anyone by phone. I sent an email on XXXX that has gone unanswered. I need to have the disputes removed from all of my fedloan accounts.
Company Response:
State: NJ
Zip: 07106
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, American Education ServicesXXXX reported a " 30 days late '' remark to credit bureaus regarding my account. At the time, I had {$64.00} past due as I had not made my XXXX or XXXX payment. However, I have several previous overpayments that could be applied to my account. I immediately contacted AES and the following is a chronological timeline of correspondences : XX/XX/XXXX - I called AES and made a good faith request, asking that they remove the remarks from account based on my stellar payment history on my loan. I also asked for direct contact information for the loan provider as AES is the loan servicer. The representative advised me to send an email asking that my request be send directly to the loan provider. XX/XX/XXXX - I sent the aforementioned email/message directly through AES ' website. XX/XX/XXXX - I called to inform AES that I had not received a response to my email. A ( different ) representative encouraged me to dispute the remarks on my report through the AES website. I immediately disputed the remarks and included a good faith request. I did not add much explanation to this dispute as I did not think I would need it. I did, however, offer to pay off the remainder of the loan ( for {$1400.00} ). XX/XX/XXXX - I received an email with the following statement " Unfortunately, we are unable to adjust credit reporting as a courtesy. Since we report to consumer reporting agencies, we are required to report complete and accurate information. Altering accurate information, even as a one-time courtesy, is not permitted as it would jeopardize the integrity of our reporting. " I also received the following response to my dispute in my AES account : " We received and investigated your credit dispute. Our investigation included the review of all relevant account history and documentation, including any information you provided to us. Based on this review, we determined the information reported is accurate ; therefore, no adjustments were requested for the loans listed in the Loan Information section of this letter. '' I called and left a voicemail message on AES ' consumer advocacy line. XX/XX/XXXX - I called a credit counselor for advice and explained to him that my partner was diagnosed with XXXX in XXXX and this led to a very chaotic following 2 months. I shared that I also had XXXX symptoms but luckily tested XXXX. The counselor encouraged me to share this information with AES ' as lenders have been encouraged to provide leniency with credit reporting when late payments are COVID-related. He also expressed that he was shocked with AES ' response to my good faith request given my payment history with AES and general credit history. I called and left another message for AES 's consumer advocacy line, informing them that my oversight of payment was COVID-19 related. I received an electronic letter in my AES account acknowledging receipt of my call and stating " We will review the information and take appropriate action within 10 business days. '' XX/XX/XXXX - No one from AES had responded to my phone call. I contacted a Student Loan Advocate from the XXXX XXXX XXXX XXXX XXXX XXXX Ombudsman in XXXX, XXXX. He informed me that the COVID-related credit reporting leniency I referenced applied to federal loans and was at the discretion of private lenders to offer. However, we hoped they would be understanding of my circumstances. XX/XX/XXXX - My Student Loan Advocate spoke directly with AES and they reported the following : According to AES, you made a payment in XXXX which covered XXXX and XXXX and didnt make a payment again until XXXX, at an amount that sufficiently covered XXXX and XXXX. They indicated that they made multiple attempts to reach out to you when your payment was delinquent, but they have no record of you responding back. The 30-day late notice was made to the credit reporting agencies prior to the receipt of the XXXX payment. While they do make provisions for COVID-related issues causing late payments, they indicated that you waited too long to make that claim. They also indicated that they reviewed your credit dispute claim, and that the claim was denied. She did indicate that they reported the on-time payment for XXXX, but that does not remove the previous late notice. The claim that they attempted to contact me multiple times is false. I never received a call regarding this matter. A call/voicemail message could have helped avoid this situation. I later noticed one electronic letter dated XX/XX/XXXX in my AES account indicating that my loan was past due. Since XXXX, I have made at least 10 over payments of {$15.00} dollars. My monthly payment is roughly {$35.00} and I have chosen to pay {$50.00}. My most recent payment was for the amount of {$100.00} on XX/XX/XXXX. My next payment is due in XX/XX/XXXX.
Company Response:
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have now called FedLoan Servicing 5 times. I have been on hold from XXXX minutes at a time while trying to contact them. I have been locked out of my account so I can't update my phone number and I can't email them because it requires logging into your account. I am trying to get documents to refinance my loan and it has been extremely difficult to get ahold of them to get the proper documentation. I still haven't had my call answered and can't get ahold of them any other way.
Company Response:
State: IA
Zip: 52245
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Since XXXX of 2018, my PSLF payments have not been updated as eligible although my annual certification was faxed to them by my employer. This year, due to a staffing change, I had to upload my own paperwork. While logged in, I noted that 46 payments had been missed/ not marked as eligible although they were. I have not changed employers or positions in that time. I have attempted to contact FedLoan Servicing via their listed email and multiple phone calls. Several times I have waited, stuck in their hold que, for hours. Today was for over XXXX hours. Following the prompt to " press 1 to be called back later '' only redirects you back to the holding que. This is incredibly frustrating.
Company Response:
State: WI
Zip: 54703
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Applied for student loan forgiveness as Ive been working as a public school teacher for over 10 years and it was denied. Ive paid on time for over ten years but even after the Biden administration said the forgiveness program was reformed I was still denied. For some reason the company says my monthly payments do not qualify. Thank you
Company Response:
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A