Date Received: 2021-06-21
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: FedLoan certified that I have made 120 or more qualifying payments on my student loans in a letter dated XX/XX/XXXX. It is 118 days later, as of today, and my balance of {$87000.00} has not yet been forgiven. I contacted FedLoan by chat on XX/XX/XXXX and was informed by XXXX, employee # XXXX, that A request has been submitted to have the Public Service Loan Forgiveness ( PSLF ) and Temporary Expanded PSLF ( TEPSLF ) Certification and Application ( PSLF & TEPSLF Application ) reviewed. We will notify you once the review is complete. On XX/XX/XXXX, having received no updates, I filed a complaint with the XXXX XXXX XXXX XXXX XXXX and requested an update from FedLoan directly. On XX/XX/XXXX, I received a reply from the XXXX XXXX XXXX for my case # XXXX. The reply, signed by FedLoan, confirmed that I had made over 120 qualifying payments, and stated your account will undergo a rigorous review for accuracy and completeness and that there is no specific time frame for the completed review. On XX/XX/XXXX, I also received a reply from FedLoan, Reference ID : XXXX, stating Please allow 2-3 months for this review to be completed due to the amount of extensive research involved with reviewing the qualifying payments and employment. I responded that same day that I had ALREADY waited 100 days ( more than the 2-3 months requested ) since the XX/XX/XXXX letter certifying that I had made over 120 qualifying payments and requested a more complete accounting of the status of my application. On XX/XX/XXXX, I received a reply from FedLoan again confirming that you have earned at least 120 qualifying payments on your loans towards Public Service Loan Forgiveness. Furthermore, the letter stated the final determination review started on XX/XX/XXXX. The final determination review may take up to 180 days for complete processing. Based on this reply, the final review of my application did not even begin until 3 days AFTER I filed a complaint that 100 days had passed since the letter from FedLoan certifying my qualification for loan forgiveness on XX/XX/XXXX. To be asked to wait up to another 180 days for complete processing is simply unacceptable and amounts to a breach of the fiduciary duty of the Department of Education to honor the College Cost Reduction and Access Act of XXXX. I followed the rules of the PSLF program. My application for student loan forgiveness does not include any request for exception, expansion of eligibility, investigation on if my job qualifies, etc. There is no need to investigate the quality of the education I received. There is no reason for this delay. It is a straightforward application, cleanly within the parameters of the PSLF program set forth in XXXX which I have been following for 10 years. This review should take no more than 7-10 days. I completed multiple certification forms over the duration of my 10-year repayment period to make sure I was on track for forgiveness. I have worked for one employer, XXXX XXXX XXXX XXXX, during my repayment period. I consolidated my loans so that they would qualify for the PSLF program. My payments were in an income-based repayment program to ensure they would qualify. A rigorous review for accuracy and completeness to verify these basic facts should not take over 118 days. To require such time for a final determination is a willful failure, by intent, to honor the commitments set forth in the law. Delays of this magnitude are nothing less than intentional criminal negligence. In essence, the Department of Education is defrauding the very individuals who have dedicated their careers to public service. How can it be justified that the government treats its own employees, who earned a high-quality education, contributed to the public good, and followed the details of the PSLF program, with such ineptitude and disdain? I have always been an advocate for the power of government to serve the people and have personally striven in my career to be a steward of good governance. As a prior service member and as a federal employee, I have always taken great pride in my public service. However, this experience with the Department of Education has frustrated and angered me. How can it be that a program meant to entice highly educated people to serve in government became so poorly managed that it disenchants employees from federal service? Simply, the Department of Education, through their mismanagement of the PSLF program, has broken the trust and confidence public servants should have in their own government. 180 days to verify I paid my student loans according to PSLF requirements? That is nothing less than an insult and reflects poorly on the efficacy of the United States Government. Instead of looking for new pools of students to forgive debt, how about you start by honoring those that studied in an accredited program, served their nation, and followed the rules 120 times over the last 10 years.
Company Response:
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-19
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: XXXX of 2021 I send off a 609 letters to all of the credit bureaus. I dont agree to the amount of {$58000.00}, and the lender rate.
Company Response:
State: PA
Zip: 19114
Submitted Via: Web
Date Sent: 2021-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am having trouble getting my PSLF applied, even though I have met the requirements. I was given an estimated date of eligibility of XXXX. I applied for forgiveness and the yearly employer certification at that time. I called the customer service line and was advised on how to proceed with the application for forgiveness. I was told the process could take 90 days to complete, but it is now mid XXXX, and although Ive called and emailed several times, Ive been given no timeline for processing nor explanation for the delay. I know that loans are currently in forbearance due to Covid 19, but I would like to see this resolved before that forbearance ends since I met the requirements for such more than 7 months ago.
Company Response:
State: TN
Zip: 384XX
Submitted Via: Web
Date Sent: 2021-06-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for XXXX loan forgiveness on XX/XX/XXXX. Due to XXXX, XXXX was my 120 payment. I actually submitted paperwork on XXXX. It was confusing because there used to be 2 separate forms -- -one for employment certification and one for application for forgiveness. When I submitted the form on XXXX, I had 6 payments that still needed to be certified. On XX/XX/XXXX, I received a letter stating that my application for forgiveness was denied because at the time it was submitted I had not made 120 qualifying payments. It stated that I had now made 120 qualifying payments and needed to resubmit my application. Nowhere in this letter did it state that I needed to submit it AFTER my payment due date. I resubmitted it on XX/XX/XXXX. It took until XXXX to receive a response about this application. Again it was denied because I submitted it before my payment due date of XX/XX/XXXX. It is frustrating that it took 5 months to get that response. I have since sent a 3rd application. I am trying to buy a house. I need to student loan debt removed from my credit report to help my debt to income ratio. The loan servicer is playing games to delay the loan forgiveness. It is frustrating that I have played by the rules. I graduated from college in XXXX. Most of these loans would've been forgiven anyway 3 years ago except that the government is up to shenanigans. How much longer do I have to wait?
Company Response:
State: SC
Zip: 29910
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Called Experian to check dispute representative XXXX was upset and hung up on me I called back and requested the report be sent to me and the call was hung up again. FED LOAN SERV {$1300.00} AccountnumberXXXX FED LOAN SERV $ XXXXAccount numberXXXX FED LOAN SERV {$3800.00} account numberXXXX FED LOAN SERV {$7500.00} account numberXXXX FED LOAN SERV XXXX XXXXAccount numberXXXX FED LOAN SERV {$7600.00} account numberXXXX FED LOAN SERV XXXX XXXXAccount numberXXXX FED LOAN SERV XXXX XXXXAccount numberXXXX FED LOAN SERV {$1000.00} Account numberXXXX The state all information was accurate without interviewing my family and associates which is a violation of 15 use 1681 ( A ) ( E ). These accounts are also in violation of 15 usc 1681b ,15 usc 1692j, 15 usc 1692d, 15 usc 1692e, 15 usc 1692f, 15 use 1681 ( b ) ( A2 )
Company Response:
State: PA
Zip: 19124
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am having trouble accessing account related letters that are older than one year old. On XX/XX/XXXX, I sent an email to FedLoanServicing stating " I was wondering why all my old account related letters were removed. I am requesting that copies of all account related letters be sent to me so that I can retain them for my records. '' They responded to this on XX/XX/XXXX stating " Thank you for contacting FedLoan Servicing! Documents are only available on the online account for 365 days. If there are specific documents you need copies of, you can request copies of these documents. Please use the " Contact Us '' link through your online account at MyFedLoan.org to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department, which is open Monday through Friday, XXXX XXXX - XXXX XXXX ( XXXX ). '' I made a request dated XX/XX/XXXX stating " I am requesting that all account related letters one year old and older be sent to me either to my home address at or via email to so that I can retain these documents for my own records. Thank you. '' ( For some reason my contact information was removed in the response email they sent to me ). They responded on XX/XX/XXXX stating " Thank you for contacting FedLoan Servicing! We can have requested correspondence sent to you, however we do need more detail to submit the request. Please specify which method you would like the correspondence sent and which specific pieces of correspondence you would like to receive. Please use the " Contact Us '' link through your online account at MyFedLoan.org to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department, which is open Monday through Friday, XXXX XXXX - XXXX XXXX ( ET ). '' On XX/XX/XXXX, I responded, " I want all account related letters sent to me that are older than one year old. I dont know what to request specifically because you have deleted the things I am requesting. Please send via email to XXXX and via mail to XXXX XXXX XXXX, XXXX, KS XXXX. '' They responded on XX/XX/XXXX stating, " Thank you for contacting FedLoan Servicing! We will need to specify which specific pieces of correspondence you would like sent to your email address and mailing address provided in order for the request to be submitted. You have been within FedLoan Servicing 's system since XX/XX/XXXX ; therefore, you will need to specify which documents you would like copies of that have been sent since XX/XX/2020. Please use the " Contact Us '' link through your online account at MyFedLoan.org to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department, which is open Monday through Friday, XXXX XXXX - XXXX XXXX ( ET ). '' As you can see, I have been trying to obtain account related letters that are older than one year old because FedLoan Servicing states they are in the online system for only 365 days. I have made at least 3 requests and even explained to them I don't know which documents to request specifically because they have removed them from the system. Yet they continue to say I need to be specific in my request, which is impossible due to them deleting records from the online system.
Company Response:
State: KS
Zip: 66502
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hi. I attended ITT back in 2016. I wasn't aware they were under investigation at that time and now have a big burden. A hefty loan that exceeded the loan amount because they tack on ridiculous amount of fees. Its nearly 50k when the program was way less than that. I am in desperate need for help as I have a child to raise. The loan is just a burden over me and just suffocating me.
Company Response:
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted a PSLF form in XX/XX/XXXX I called XX/XX/XXXX Fedloan said they were still processing and were waiting from Federal Student Aid for Employment certification. I contacted the Federal Student Aid and was told that was not true in fact Fedloan handles all ends of the certifications. This created distress and further anxiety as I never know what form will work for them.
Company Response:
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am currently enrolled in the Public Service Loan Forgiveness ( PSLF ) program. I have submitted my employment certification ( have worked at the same public state higher education institution as XXXX XXXX for over 5 years ) and been rejected several times. Each time, the reasons are the manner in which the form has been submitted by either me or my employer. Each time I have called and my employer have called and we have made the adjustments as instructed. Each time I have been rejected. The last payments that were certified were from XX/XX/XXXX. Since that time I have submitted Employment Certification and received letters rejecting my certification claims on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. In that time my certified qualifying payments toward my PSLF has remained at 49 of 120 qualifying payments and 50 of 120 qualifying payments. The Fed Loan Servicing PSLF calculator lists 27 payments as " employment not certified '' when they should be added to my total qualifying payments since my employment is qualified for PSLF and we have made multiple attempts to qualify my employment ( see previous dates ). This is not the first time I have had to make a complaint against Fed Loan Servicing for this same issue. The last time my employment was certified it was the result of a similar complaint I have lodged with the CFPB. This is a recurring issue for Fed Loan Servicing. I demand my employment be certified as myself and my employer have been instructed using the tools and existing submissions of employment certification that we have made. The direct instruction and support given to us by the Fed Loan Servicing working on behalf of the Dept of Education is inadequate.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am writing to ask for your assistance with the Department of Educations refusal to take steps to correct an error made by their now-decommissioned agent ( XXXX XXXX ) while processing my federal consolidation application which resulted in the omission of one account from being added to the consolidation loan. The account WAS included on my application -- apparently at the time XXXX XXXX failed to send XXXX ( then servicer ) sufficient funds to pay off the loan ( for the consolidation ). Of course, I was never advised of this ( nor have I ever been provided any proof that this actually happened ) and did not learn of Direct Loans ' mistake until months later when XXXX continued to send me bills. I eventually sought the assistance of the U.S. Department of Education Ombudsmans Office ( Case No. XXXX ). After months of back and forth discussion with their office, my caseworker XXXX XXXX, confirmed that XXXX XXXX did make an error in processing my application to add the loans to the consolidation. She also confirmed that my Request to Add Loans was complete and timely and the account had been omitted as a result of XXXX XXXX failure to follow up on a rejected payment they had submitted to XXXX, my pre-consolidation federal loan servicer. I asked that the Department of Education agree to complete processing the application by simply adding the final loan to the consolidation but was told that the Department refused to do so as it was now more than 180 days after the consolidation had been requested. This excuse is unacceptable as the 180-day limit applies to a borrowers request, which I submitted and has yet to be correctly processed by the Department. Further, there is no time limit stopping the Department from processing a timely Request internally as it took 6 months for them to process the request and add the other loans. The other excuse I have been provided is that because XXXX XXXX processed the consolidation, they would have to complete the loan addition. This is impossible because Direct Loans no longer exists and the Department now contracts with FedLoan to process these consolidations. The suggestion that it would be impossible to correct the error because the Department now employs a different company to process these applications is outrageous. In the end, I was told that I had no recourse because the Ombudsmans Office has no enforcement power and could not compel the Department to take any action. There is no reason the Department can not correct this other than the fact that no one will take accountability for the mistake that was made and that there may not be a process that handles this issue easily. It makes it very easy to point the finger at an entity that no longer exists, but the bottom line is that XXXX XXXX was processing the consolidations on behalf of the Department. Now that responsibility has been contracted to FedLoan, who can certainly be instructed to process the request by someone at the Department. In 2017 I sought assistance from my congresswoman XXXX XXXX ' office, and received a letter acknowledging the error by XXXX XXXX but refusing to correct the mistake, also recommending a new separate consolidation for the single loan ( forgoing the years ' of qualifying payments ). I am reaching out to CFPB for help as a last resort as I near the 120-payment milestone for my PSLF and neither the ombudsman or congresswoman 's office were able to help. It simply does not make sense that the single loan omitted from the consolidation without my knowledge and through no fault of my own can not be added in accordance with my original application. I will attached a few of the documents, including my original consolidation application, the request to add loans, and an excerpt from the Ombudsmans case notes, which I hope will illustrate the issue and how it may be resolved with the cooperation of the Department. I wanted to keep my initial compliant and attachments brief but am happy to provide further detail or more documentation if necessary -- please do not hesitate to ask. Thanks for your help.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A