Date Received: 2021-10-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Dear Sir / Ma'am : My loans were with XXXX after I earned my XXXX degree in XXXX. In XXXX, I joined XXXX full time. I began work toward my XXXX XXXX XXXX in XXXX. The XXXX program was inaugurated in XXXX, during which time, XXXX sold me to XXXX without my consent. I was in deferral for 2 years while attending XXXX XXXX between XXXX - XXXX. In XXXX, I graduated with my XXXX degree and went back into repayment shortly thereafter. For the 8 years that followed, XXXX obstructed my effort to move my loans to FedLoans, while collecting {$42000.00} in loan payments. I was able to move my loans to FedLoans in XXXX, with 11 years of XXXX service or 16 years including military service at the time. I spoke to a level II CSR at FedLoans in XX/XX/XXXX, and XXXX there, said my payments to XXXX satisfied the ( TE ) PSLF requirement and that my loans would be forgiven. He said to check back in XXXX. I followed up on that XXXX conversation in XX/XX/XXXX, and a different XXXX made me feel like a commodity -- 8 years and {$42000.00} truncated over a technicality, when I had been in federal service all during that time. As of this moment, I have 16 years with XXXX ( 21 years total federal service ) and have been paying on school loans since XXXX. I've been in repayment for my XXXX XXXX since XXXX which totals 13 years. I find it unbearably unethical that XXXX took {$42000.00} from me over an 8-year period ; that my loans have not been forgiven under XXXX and XXXX intends to sell me to yet a 4th loan servicer while my principle sits unmoved at {$55000.00}. Is there a way to inject justice into this equation? The damage inflicted upon me, my family and my future is indescribable. Please help, and sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX XXXX
Company Response:
State: AZ
Zip: 860XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I began to pull out loans during my time at XXXX XXXX XXXX XXXX XXXX between XXXX. I tried to get my career started and began working in XXXX XXXX XXXX XXXX XXXX utilizing my XXXX XXXX. I returned to get my XXXX XXXX from XXXX XXXX XXXX. Between XXXX and XXXX I contacted my loan servicer at the time which was XXXX XXXX then XXXX. When I mentioned it would be hard for me to make payments and try to make a living the forbearance options was always presented and companies never seemed willing to educate me on my options. I was able to extend my loans during my time completing my XXXX XXXX. When I completed that I was relocating cities, trying to get married and buy a house. Again I was not offered useful advice other than high payments or going back on forbearance. After educating myself on Public service loan forgiveness, and having to consolidate in order for them to qualify I have been actively making payments since XXXX of XXXX. My loans then were transferred to Fed Loans. This has been a horrible experience. Doing paper work for the loans is once a year but it is a time I sincerely dread. This is because the 2-3 week period of contact, calls, emails etc and follow up to feel secure that I'm getting correct service. If you look up my recorded calls you can get an idea of the poor service and negligence at that company. Every time it has been a struggle getting my documents in in. I constantly have to call and remind them to check their fax. There would be times weeks and months go by and I call and all of a sudden the fax I sent is there after I ask they go look for it. Where I got very worried is when my wife was not working because she was doing student teaching hours. I knew I was going to dread this because it was another time I had to contact fed loans aside from my yearly verification. I had let fed loans know our income would be drastically decreasing. After being assured the amount would be adjusted correctly the first payment I received had double to over XXXX dollars if I remember correctly from previously being around XXXX. I called again and asked what happened and the response I received is " it was a mistake and the wrong information was used ''. What is that suppose to mean? How is that suppose to make me feel moving forward trying to complete 10 years of payments? How do I know my information has been correct every year? Are people income and financial information being used incorrectly or inputted wrong? I do not see what happens on the other side of that call and every year some new large payment is given to me and I have to try and negotiate a lower amount. If this is suppose to be set why are they always negotiating different amounts and " checking things '' I was extremely upset about this and have not felt secure about my loans ever since. Every year I feel like there is a mistake and I can not do anything about it. Honestly I don't feel confident making payments until XXXX feeling that other financial information is being used that is effecting my life. Something else that I have discussed with agents is not having credit for being a homeowner or holding a steady job or career. We are pushed so much to go to college and trying to be successful and be a home owner. When I explained that my mortgage is XXXX and if that get considered they said no. Why are payment calculated off of gross income? I always ask this because we are given payment plans for money we do not. I have to report a certain amount of money that I only maybe get half of? For example I make XXXX, my mortgage is XXXX and you want XXXX from me? How I'm I suppose to enjoy my life, career, family etc? I was in college during California 's budget crisis when cost of tuition skyrocketed, teachers were being let go and we were having adjunct professors and XXXX XXXX XXXXXXXX XXXXXXXX. That is not what I paid for. Our education system tells us to go to college and be successful and we are promised a certain amount of money for having a degree. My first job after college with my degree had me making XXXX dollars an hour! How I'm I going to have any success with XXXX a year? I returned to get my masters to make more money but of course It cost me so much more in loans. When you are young and struggling to eat and pay rent putting off payments sounds like a great option. But people who have those jobs are probably coached to offer forbearance rather than the proper advice to help you improve your situation. This may not meet the requirements of this complaint system but I do not know where else to voice these concerns. I have been working in public service since XXXX and it is now XXXX and was never offered the public service loan forgiveness. If I would have been provided proper guidance I would have found a way to make payments and possibly be done. Instead I was quickly offered forbearance which only added to my total amount. I know the previous system was broken and flawed and I feel I'm have been effected by it. I hear of this revamping and it just makes me think of my bad experiences and how much more time I have making payments to a system I do not trust. I hope to hear back from somebody. I owe more than XXXX and XXXX XXXX XXXX XXXX. My daughter was born XX/XX/XXXX when loan payments were stopped. I feel like this XXXX is going to change for the worse and I'm truly concerned about how I will not only provide essentials for my daughter but a fun childhood with many lasting memories.
Company Response:
State: CA
Zip: 93454
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Hello, The last payment i made on my student loan was in XX/XX/21 and i made it so the remaining Balance would be exactly {$65000.00}, an amount which remained {$65000.00} until XX/XX/21 when I logged in the Fedloan website to make a payment but I found that my balance had increased by {$.00} and now it is {$65000.00}. I crossed referenced with my records, the Federal Student Aid website and Credit Report that reports my balance as {$65000.00}. There is no interest being charged right now so i dont understand why this {$.00} appeared magically in my balance. I contacted Fedloan on XX/XX/21, The First person i spoke to said she had never seen this, so she transferred me to another person, which said the same, and then got transferred one last time. The Last person i spoke to said she had reached out to an specialist and said there hadn't been any changes done to my account, and that there was nothing to be done, and told me she would send me a statement of account through the mail, and told me to review and see if anything that didn't feel right to call back This is unacceptable, just raising your balance just because? The whole reason i called her was because i already found a discrepancy and all they did was to deflect. In summary... The value of {$65000.00} reflected in the Fedloan website is wrong, and right now i dont know if this a system error or a scam? How often do numbers just magically appear in loan balances without ones knowledge?
Company Response:
State: CA
Zip: 95630
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been attempting to correct my loan servicing PSLF account with Fedloan servicing since XX/XX/XXXX. I have worked at my current government job for 6.5 years ( an approved and eligible government entity per studentaid.gov ). Somewhere my original start date on my paper work changed to XXXX instead of XXXX. I have spoken with fedloan servicing more than 10 times trying to correct this problem. I have filed paper work signed by my government jobs HR department reflecting a start date of XXXX twice. Once on XX/XX/XXXX and a newer form on XX/XX/XXXX. They certified my employment from XX/XX/XXXX to current but refuse to correct payments from XX/XX/XXXX to XX/XX/XXXX, even with proper documentation. I have been told by fedloans to " just wait for it '' each time I contact customer service. I spoke with fedloan servicing regarding this matter in XXXX ( date unknown ) and on the following dates : XXXX XXXX XXXX Each time I was told the payments would change to reflect payment. To date they have not. After speaking with a CSR on XX/XX/XXXX, whom claimed they sent an email, I received a letter saying I was no longer eligible for TEPSLF, which I was NOT apart of as I am PSLF according to Studentaid.gov. I attempted to contact 3 times today ( XX/XX/XXXX ). Hold times were greater than 20 minutes. I requested a call back. Both times it stated this is the last time we will try to call back " name '' using this call back method and it disconnected. I have a total of XXXX eligible payments according to Fedloan servicing PSLF and I would like my account corrected to show the proper employment period with my approved government agency ( per studentaid.gov EIN Search ). I was referred to consumer financial protection bureau by the XXXX Please help correct this situation. I am hoping my account reflects properly before the servicers change.
Company Response:
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am writing to request for your assistance in addressing issues with my public service loan forgiveness payments with Fedloan servicing ( PHEAA ). Problem # 1 - I was placed on excessive administrative forbearance of 4 months from XXXX through XX/XX/XXXX when applying for an income-driven repayment ( IDR ) plan when typically it takes 1 month to process the repayment application. I lost months of public service loan forgiveness ( PSLF ) qualifying payments. Just to give a little background- I graduated from medical school in XX/XX/XXXX, had a 6 month grace period XXXX through XX/XX/XXXX during which time I have consolidated my direct subsidized and unsubsidized Stafford loans with the intention of pursuing PSLF. At that time, my direct loans were with XXXX XXXX XXXX. My first repayment should have started in XX/XX/XXXX, but I was not informed to file an IDR repayment application before XX/XX/XXXX and once I filed the IDR form in XX/XX/XXXX, XXXX XXXX XXXX gave me a timeline of up to 2 months for processing time. Once the IDR application was processed, my first bill was generated in XX/XX/XXXX on the IBR plan. My loans were subsequently transferred to Fedloan Servicing in XX/XX/XXXX and XXXX XXXX XXXX has since been closed. Problem # 2 - During my annual IDR recertification in XX/XX/XXXX, Fedloan servicing placed me on administrative forbearance and Fedloan servicing automatically transferred my repayment plan from PAYE to REPAYE without my knowledge and without giving me an opt out option so that I can make my normal repayment under my then PAYE plan. Fedloan servicing said that they automatically transferred me to REPAY because I did not qualify for PAYE. I already lost one month of repayment when my IDR plan was switched from IBR to PAYE in XX/XX/XXXX and now I lost another month again because Fedloan servicing realized that they mistakenly approved me for the PAYE plan. Fedloan unilaterally placed me on administrative forbearance, switched my repayment plan, failed to offer me an opt out plan, and failed to inform me of this whole undertaking in XX/XX/XXXX. Fedloan 's service recovery team agent realized the error of not giving me an opt out option and filed for a review since XX/XX/XXXX for a bill to be retroactively generated, but there has been no remedy since the escalation.
Company Response:
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted my employment certification for public service loan forgiveness on XX/XX/2021 and it has not been processed yet. I have tried calling several times over the past XXXX weeks and I wait on hold, the phone rings, and it hangs up.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
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: Despite my previous query letters to your department, the most recent credit report I reviewed indicates that this record is being accounted for incorrectly and inaccurately. This file is used to keep track of various " infringement '' declarations. I don't believe the circumstances surrounding this record are accurate. Ensure that reliable, fair, and comprehensive reporting is done! In order to validate or refute my point, I demand proof that you followed all of the proper and fair procedures.
Company Response:
State: CA
Zip: 94590
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am working toward Public Service Loan Forgiveness for my student loans. Several payments are currently not being counted as qualifying payments. I submitted a request to update these payments ( per FedLoan 's instructions ) on XX/XX/XXXX. I sent a follow-up email in XXXX to inquire about the progress on this issue. No action has been taken, and I've received no resonse to my inquiries. I sent the following message to FedLoan on XXXX XXXX or XXXX ( Please note -- some formatting changes were made in copying this message into this form ) : >> Message : There are currently 10 payments *5 payments each on two loans* on my account that are listed as Ineligible Payments for PSLF. The reason given is *No Bill. * This is inaccurate, as I had bills for each of the months in question XXXX, XXXX, XXXX, XXXX, and XXXX. Unfortunately, the Fedloan website only provides billing statements going back three months. ****I request the following**** Please provide me with copies of all billing and account statements from 2017. *** Please manually review the payments in 2017 that are currently listed as Ineligible Payments and revise the Qualifying Payment count accordingly. ****I look forward to your reply. ****Thank you, * FedLoan replied on XXXX XXXX : Thank you for contacting FedLoan Servicing! On review the months in question had forbearance. While working towards the 120 qualifying payments, payments made during a deferment or forbearance period do not qualify for Public Service Loan Forgiveness ( PSLF ). You can request to remove a deferment or forbearance if you made a qualifying monthly installment during this time. Once the deferment or forbearance is removed, we can review any potentially qualifying payments during this period. Visit the following links for more information : StudentAid.gov/publicservice I replied on XX/XX/XXXX : Thank you for your prompt response. I would like to request to have the forbearance for those months removed, and to then have those payments reevaluated as qualifying payments. FedLoan replied on XX/XX/XXXX : Thank you for contacting FedLoan Servicing! A request is submitted to remove the forbearance and review the payments made for override of Public Service Loan Forgiveness. We will contact you when we complete our review if the payments are updated. You can view your Public Service Loan Forgiveness ( PSLF ) qualifying payments online by selecting the CHECK PROGRESS button in the Public Service Loan Forgiveness ( PSLF ) section of the Account Summary page. You can also select Payments & Billing from the left-hand side and then select PSLF Payment Tracking. This number will update after a new Public Service Loan Forgiveness Application & Certification form ( PSLF application ) is received and approved. If you have further questions, please contact us. I replied on XXXX XXXX : One item of clarification : I only want to remove the forbearance for the months in 2017. I want to remain in the current forbearance under COVID-19 relief policy. Please confirm that this is what is being done. FedLoan replied on XXXX XXXX : Thank you for contacting FedLoan Servicing! We apologize for not yet being able to provide you with the number of qualifying payments made toward Public Service Loan Forgiveness ( PSLF ). These reviews can take a minimum of 90 days to complete. You are currently still on the Administrative Forbearance with the Cares Act. I replied on XX/XX/XXXX : Good afternoon, On XXXX XXXX I requested that the forbearance be removed for the months of XX/XX/2017, XX/XX/2017, XX/XX/2017, XX/XX/2017, and XX/XX/2017, and that those payments be counted as qualifying payments towards PSLF. It has been nearly four months since I made the request, and I have not yet received an update. Please update me on the status of this request. FedLoan has not replied since XXXX.
Company Response:
State: WA
Zip: 98110
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Case Description I am diagnosed as a XXXX long hauler. I have been Unable to work since XX/XX/2021. AES States that they do not fall under the Department of Education so I've had to continue making loan payments. I don't believe the amount we owe on this loan is accurate. Its a consolidation loan that initially came from XXXX and the balance was approximately {$6000.00}. There were years we had forbearances and years that we had deferment because we were both full-time students for approximately seven years. At an interest rate of 4.88 % I can't believe the amount is this high. We also filed it in two bankruptcies and paid interest during both. AES answer now is to continue transferring the loan back-and-forth between them and XXXX to charge additional rates.
Company Response:
State: VA
Zip: 23323
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Dear CFPB My name is XXXX XXXX and I am a Federal Student Loan borrower with FedLoan Servicing. I have contacted FedLoan on XX/XX/XXXX and disputed contradictory letters I have received ; FedLoan Servicing never responded. I contacted FedLoan via chat XX/XX/XXXX to understand how my payments were calculated towards the PSLF/TEPSLF programs. I requested a review of a number of payments that were incorrectly marked as ineligible for the TEPSLF. It would appear I should be eligible to apply XX/XX/XXXX. I contacted them again on XX/XX/XXXX as no updates had been made to my account. They informed me it could take up to 90 days for the review to be completed. On this date of contact, 105 days had passed. I submitted an application for forgiveness on XX/XX/XXXX. On XX/XX/XXXX, I receive a letter stating I had only made XXXX payments towards the TEPSLF program. However, all of the payments since my previous employer certification from XX/XX/XXXX to the current date were not included, adding an additional 9 payments, bringing my total to 119 payments. On XX/XX/XXXX, FedLoan contacted me via phone and informed me that if I resubmitted my application on XX/XX/XXXX or later, I would meet the 120 qualifying payments. My application was resubmitted and received on XX/XX/XXXX. On XX/XX/XXXX ( dated XX/XX/XXXX ) I received a letter confirming I had made 120 qualifying payments for the TEPSLF program. My account was also updated to reflect I met the 120 qualifying payments. On XX/XX/XXXX ( dated XX/XX/XXXX ) I received a letter stating I was ineligible for forgiveness under the TEPSLF program as I only had 110 payments. It is impossible for my payment count to still be 110 6 months later when I meet the criteria. I have not changed my qualifying employer in over 9 years and previously worked at a qualifying employer ( all of which has been verified by FedLoan ). I am asking you the CFPB to contact FedLoan Servicing and get FedLoan to fix this and forgive my loan as I have submitted my application, meet the criteria, and have surpassed the number of qualifying payments. Sincerely XXXX XXXX
Company Response:
State: NJ
Zip: 08330
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A