Date Received: 2021-10-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Since XXXX of XXXX when FedLoan Servicing became my student loan servicer ( taking over from XXXX ), FedLoan has been the source of a range of problems. I have experienced poor customer service, getting conflicting information about my loans & what I believe to be an inaccurate payment count towards my Public Service Loan Forgiveness. I have contacted FedLoan by telephone numerous times throughout the past three years only to be told that a report has been made & corrections towards the payment count would be applied, however this has never happened. FedLoan has not counted most of my payments towards PSLF for the three years while I was in an income-based repayment plan during my residency training ( XXXX ). Furthermore after graduating residency training in XXXX, I have been at the same job to this present time that I have verified numerous times through documentation with FedLoan, and payments towards PSLF during this time are missing/have not been applied. I also believe that some of my payments though the XXXX XXXX XXXX XXXX have been allocated in ways that tie me to the higher interest rate portion of my loans. These problems have lead to significant distress & confusion for me, leaving me with no other option but to contact the Consumer Financial Protection Bureau.
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: To Whom It May Concern : I am writing to request assistance. I am imploring you to help me. I have been a faithful public servant for over ten years and I am frustrated by a broken public student loan forgiveness program. I know this complaint will not shock you, as this program has been in the news lately, and the XXXX program was passed in XXXX to address these issues. I will start off with a little bit about myself. I come from a family of humble means and was the first member of my family to graduate from college. I was raised by a single mother who wanted more for her children, then she herself had, and therefore instilled in us the importance of a college degree. I graduated high school and proceeded to the XXXX XXXX XXXX for XXXX, taking out student loans to finance my education. I graduated in four years with a XXXX degree while working XXXX jobs. I took the XXXX and was granted admission the XXXX XXXX XXXX XXXX XXXX XXXX. I attended XXXX XXXX at night in order to work full time during XXXX XXXX I also took out student loans to finance my XXXX XXXX education. I worked full time during the last three years of XXXX XXXX as a XXXX XXXX for the XXXX XXXX XXXX. Unfortunately, when I graduated XXXX XXXX in XXXX the economy was drastically different than when I entered XXXX XXXX in XXXX. I witnessed some of the top students in my XXXX XXXX class not be able to secure employment. Luckily for me, due to my performance and work ethic I was offered a job at the XXXX XXXX XXXX as an XXXX XXXX XX/XX/XXXX after I passed the bar exam. Upon, my hiring as a public service servant making a meager salary of $ XXXX a year I was panicked about how I would be able to afford the {$100000.00} debt that I had accumulated due to my higher education. I researched many options. I agonized over how I would one day get married and have kids due to this enormous debt hanging over my head. Through my research I identified the public student loan forgiveness program. I spent hours researching and making sure that I knew every inch of the Law, and that I did everything correctly to qualify. I made sure to consolidate my loans to a direct loan and to get on the correct payment plan. I knew that if I made the decision to pursue this route, I would be incurring significant interest charges and that I would be committing to public service and therefore less compensation for the next 10 years. Over the next ten years, I made every payment timely and I certified my employment throughout that time. I did everything correctly to qualify for PSLF while serving my community. Over the last six months I have spent countless hours on the phone and tracking down documentation to prove to Fedloan Servicing that my loans qualify for forgiveness. This has been met with extreme frustration. Fedloan Servicing was not counting nineteen payments that I made early in the program in XXXX and XXXX. Through many hours of conversation and research, I was told by Fedloan to request bank statements to prove I made the payments. I went and paid over a hundred dollars to get these records pulled from the archives of my bank. I then provided them to Fedloan Servicing. I was told my payment count was under review for months. I finally filed a complaint with the Department of Education in XXXX. I was thrilled to log in to Fedloans website in early XXXX and see that Fedloan Servicing had updated my student loan payment count and that I qualify for forgiveness ( see attached screenshot ). I excitedly called Fedloan and was told I needed to file out one final certification, which was done immediately, and then I needed to wait for final notification of forgiveness. I even received written notification of this update to my payment count via correspondence on XX/XX/XXXX ( see attached correspondence ). Every day for weeks I have anxiously logged into Fedloan waiting for this final notice. Imagine my dismay when I wake up this morning and see the correspondence ( dated XX/XX/XXXX ) from Fedloan, stating I do not qualify for forgiveness and now setting my payment count at 98 payments under XXXX. I immediately was sick to my stomach and have been distressed all day over this correspondence. I need help. I have attempted to do everything right in life to make a better life for myself and give back to my community. I have followed ALL the rules and documented everything extensively. If I, a XXXX XXXX can not navigate this system, it is severely broken. I am begging for assistance. I need help from someone with more power to intervene in this situation. I am XXXX years old and have not had children due to this debt. I am also extremely nervous about Fedloan Servicing transferring my records at the end of this year, as my discrepancy in payment count was blamed on my prior servicer. Please assist in any way you can. Please feel free to reach me at ( XXXX ) XXXX and XXXX. Thank you. XXXX XXXX XXXX
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Dear Sir or Madam, 1. FEDLOAN Account Number:XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 90 days late on this account in XX/XX/XXXX and 120 days late in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX as well as 150 days late in XX/XX/XXXX. I immediately disputed this information with FEDLOAN and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX BCC : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
Company Response:
State: OH
Zip: 43235
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am currently enrolled in Income Based Repayment plan for my student loan which is operated by FedLoan as I work towards Public Service Loan forgiveness. Despite many efforts ( I am talking years of trying to fix my account and requesting several times the errors go under review ) with Fedloan to resolve issue aroundpaymentsnot being counted, but this continues to be unresolved. I have 7 XXXX XXXX loans, 3 of those are subsidized and 4 are not. They are not counting 8 qualifyingpayments based on what my account is saying " you do not have a bill for this payment period '' on my loans number 1-3. They are not counting 10 of my payments on my loans number 4-7 with the same primary reason for denial " You do not have a bill for this payment period. Below is the Breakdown of the loans : Loan 1-3 1 DIRECT STAFFORD LOAN, not counting a payment because they did not issue me a bill : 1. XX/XX/XXXX 2. XX/XX/XXXX 3. XX/XX/XXXX 4. XX/XX/XXXX 5. XX/XX/XXXX 6. XX/XX/XXXX 7. XX/XX/XXXX XXXX. XX/XX/XXXX Loan XXXX XXXX DIRECT STAFFORD LOAN, not counting a payment because they did not issue me a bill : 1. XX/XX/XXXX 2. XX/XX/XXXX 3. XX/XX/XXXX 4. XX/XX/XXXX 5. XX/XX/XXXX 6. XX/XX/XXXX 7. XX/XX/XXXX 8. XX/XX/XXXX 9. XX/XX/XXXX 10. XX/XX/XXXX ( this payment was made but was when i was with XXXX so my attached payment history from Fedloan does not include this, but they counted that payment on loans 1-3 but aren't counting it on loans 4-7 ) If we need to get XXXX ( it may be called XXXX XXXX XXXX XXXX XXXX XXXX now ) involved XXXX I am happy to help facilitate that. But the error is also on Fedloan for not transferring my data correctly or not applying it to my loans 4-7 appropriately.
Company Response:
State: VA
Zip: 23220
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a XXXX eligible for public service loan forgiveness and have approximately 14 payments over now 9 years that are not eligible to count towards the 120 payments due to administrative forebearance during which time the program was processing my income verification almost annually. I have been informed that these payments may be eligible if the loan services will allow me to make the payments retroactively that should have been due during those times. Fedloan agents have told me this is not an option. How do I determine my rights related to those payments?
Company Response:
State: CA
Zip: 92808
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
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: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 1. I was informed there are 24 months worth of payments made to my first loan services that must be manually processed 2. I was informed that the reason 84 payments failed to qualify for public loan forgiveness is because of a system incongruity AKA- system error. Therefore, those 84 payments must also be manually processed. 3. The reason those 84 payments were denied for the student loan forgiveness program is for being in an ineligible payment plan. According to the terms of the TEPSLS program, the information is incorrect- since being in a graduated repayment plan IS an eligible one under TEPSLS. 4. They said my case was escalated- but that they wanted to be realistic and honest by informing me it would be many months before the manual processors would see my case. 5. It took me 3 phone calls to finally get this answer. The first 2 representatives disconnected the call. I had no issues with the call on my end. 6. They said they were unable to explain what would happen on when they no longer service the US Dept of Ed loans. So- after all of this hassle, they wont do anything to help my case.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To Whom It May Concern : I have federal student loans through FedLoan. I am currently a federal employee that is participating in the Public Service Loan Forgiveness program. I have been submitting my yearly certification forms and my last certification form has employment approved through XX/XX/XXXX. In XXXX, I received my certification report. First, the form lists more PSLF Eligible Payments than Qualifying Payments ( 89 to 84 for some loans and 79 to 74 for other loans ). However, the letter does not explain why certain eligible payments are not counted as qualifying payments. Additionally, assuming that the Qualifying Payments are actually correct, the estimated eligibility dates for these sets of loans are as follows : XX/XX/XXXX for loans with 36 payments remaining and XX/XX/XXXX for loans with 46 payments remaining. However, given that this last certification was approved on XX/XX/XXXX, these dates are incorrect. For the loans with 36 payments remaining, the estimated date should be XX/XX/XXXX ; for the remaining loans it should be XX/XX/XXXX. These were the dates that appeared on previous forms ; however, since actions were taken by the government to pause student loans during COVID-19, these dates have changed and are now inaccurate. I have spoken with FedLoan about this and have received assurance that it would be corrected ; however, this is the second certification form I have submitted where this has not been fixed. I am requesting that FedLoan review my file and update my payment information with accurate information. It appears that there are various inaccuracies even though my employment has not changed during my entire time in the PSLF program. Thank you.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX, I requested Pennsylvania Higher Education Assistance Agency ( FedLoan ), to present the outcome of a pending manual review to determine if five of my payments toward my federal student loans qualify for the Public Service Loan Forgiveness program. These payments were made XX/XX/XXXX - XX/XX/XXXX. I have yet to receive any communications from FedLoan on the outcome of a manual review of the payments made in XXXX. It has been nearly 10 months since I have inquired about the results of this manual review with no response on the outcome or a timeline when it will be completed. These payments were also listed as " pending manual review '' for Public Service Loan Forgiveness for at least a year before I formally inquired to the status of this review. On XX/XX/XXXX, the latest communication from XXXX, Customer Service Associate for FedLoan Servicing, was : " Unfortunately, since each account must go through a detailed review process, providing you with these details can sometimes take a great deal of time. We do not have an estimated time of when this review will be completed on your account. '' I do not find this response acceptable after nearly ten months of inquiries regarding loan payments made over a decade ago. I would like to know the result of this manual review.
Company Response:
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Public Service Loan Forgiveness issue similar but different as shown on 60 minutes tonight.
Company Response:
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A