Date Received: 2021-03-31
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Back in early XX/XX/XXXX, I completed and sent in my XXXX XXXX XXXX XXXX XXXX XXXX. Almost XXXX months later, it is " still under review '' and they can't give me an estimated date of when it will be certified. I complete this form about once a year and sent it to myfedloans. I work for XXXX XXXX XXXX and have since XXXX. I have stayed in contact with myfedloans. At first when I contacted them to see when my employment would be certified, I received several different reason why it had not been. My form was sent in complete with my employer 's signature, title, and dates. I do not understand why it takes XXXX months to certify employment that I have had since XXXX and send in every year.
Company Response:
State: TN
Zip: 38122
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
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: There is no way that these companies investigated this student loan. The same information continues to report on my credit. I honestly don't believe I was late and I don't agree with the total balance that they are reporting on my credit. It continues to report several inaccuracies among the 3 credit reporting agencies from the last student loan company. How is that possible? For example, Each bureau reports that I was late on a different date Also, Hows it possible that youve reported me 90 days late with no late payments prior to that?
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/XXXX I sent in the paperwork to have my employment certified as an eligible employer for the XXXX. On XXXX XXXX, XXXX Fedloan sent me a letter saying they could not certify my employment since my employer had not listed my start date in section 3. They stated my employer needed to call Fedloan and provide the missing information. My employer, specifically our district clerk XXXX XXXX, called and spoke to Fedloan. On XX/XX/XXXX they sent me a letter totaling the payments that I had made that would count towards XXXX. This letter did not count the most recent year on any of my loans. It just stated the number of payments I had previously made. It did not add any payments for the loans they had acquired after I consolidated my other loans. I did not change jobs so there should have been no reason to not certify the new year 's employment. On XX/XX/XXXX they sent me a letter saying they needed additional time to determine if my employment qualified. On XX/XX/XXXX they once again sent me a letter totaling eligible payments, but still not adding the payments for the last year and not including any payments made on the loans they acquired after my consolidation a year earlier. I received no further communication from Fedloan so I resubmitted the form in XXXX of XXXX. Fedloan sent a letter on XXXX XXXX, XXXX saying they had the application but needed time to determine if my employment qualified. Again, I was and still am, employed buy a XXXX school, XXXX XXXX qualified. On the XXXX they sent me a letter saying they needed more time to determine if my employment qualified. I did not receive an answer after this so I sent the form in again in XXXX of XXXX. On XX/XX/XXXX they said we have your application. They were reviewing the application to determine if employment qualifies. Now, at the end of XXXX I still have not gotten the certification of employment, they have not communicated about the number of qualifying payments. When I called and asked what was the delay I was told " it's the government, it takes a while to get an answer.
Company Response:
State: ID
Zip: 834XX
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been enrolled in the PSLF program. As of XX/XX/2020, I made 120 qualifying payments. I have written confirmation from Fed Loan Serving indicating that ( see attached letter ). I submitted my application for loan forgiveness on XX/XX/2020. I was told it would take up to 90 days to process my application. The 90 days has already passed. When I emailed to inquire about the status, they now tell me it will take AT LEAST 90 days. Once Fed Loan Servicing completes their part, they send my paperwork to Federal Student Aid for additional review. This review will take up to 180 days to be completed. I am not sure I understand the delay. If I already have written confirmation that I have made 120 qualifying payments what could possibly take 270 days? Meanwhile, my credit report continues to show a $ XXXX monthly obligation which is affecting my overall credit worthiness. It is frustrating that I have satisfied the requirements of PSLF and yet seem to be getting the run around.
Company Response:
State: SC
Zip: 29910
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: FedLoan Servicing is undercounting my payments toward Public Service Loan Forgiveness. I have been trying for nearly FOUR YEARS to have this corrected and it still has not been. My federal student loans, which were originally being serviced by XXXX XXXX, were removed from deferment in XX/XX/XXXX XXXX because I graduated in XX/XX/XXXX ). On XX/XX/XXXX, the loans were transferred over to XXXX from XXXX XXXX without my consent. At the time of transfer, the loans were on an Income Based Repayment Plan with a payment amount of {$0.00}. The loans were subsequently transferred from XXXX XXXX to FedLoan Servicing -- again without my consent. At some point after this, the {$0.00} payments that had been recorded and previously counted toward PSLF from XX/XX/XXXX through XX/XX/XXXX were converted from " eligible '' to " ineligible '' payments on XXXX of my loans. The denial reason listed in the PSLF payment tracker is " You Do Not Have A Bill Due For This Payment Period ''. However, I did have a bill due ; the monthly payment amount required was {$0.00} under the Income Based Repayment plan ( due to how low my income was XXXX. Per https : //studentaid.gov/manage-loans/forgiveness-cancellation/public-service/questions : " If my scheduled monthly payment under an income-driven repayment plan is {$0.00}, does each month during which my payment is {$0.00} count toward the required 120 separate, monthly payments? Yes. Any month when your scheduled payment under an income-driven repayment plan is {$0.00} will count toward PSLF if you also are employed full-time by a qualifying employer during that month. '' All loans have always been paid in one single auto-debit from my bank account and PSLF loan counts for all should be the same. I provided a verification letter from XXXX on XX/XX/XXXX stating that my loans were on an Income Based Repayment plan with a {$0.00} payment at the time of transfer, and the counts still have not been corrected. Loans # XXXX, XXXX, XXXX, XXXX, and XXXX in my account need to be reviewed and the payments that are currently being counted as " ineligible '' from XX/XX/XXXX through XX/XX/XXXX need to be updated to " eligible ''. I have called and emailed FedLoan Servicing over 20 times in the past four years trying to get this resolved.
Company Response:
State: HI
Zip: 96822
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In the last XXXX months I have made XXXX seperate requests via email, phone call, text message, and chat to stop the " Pay XXXX '' feature on my account. This " feature '' takes overpayment ( payments larger than the minimum payment ) and applies them to future minimum payments. Creating a situation where interest continues to accumulate on larger and larger principle balances. The company has repeatedly informed me that the feature is cancelled, that the payments will be applied directly, and that I have nothing to be concerned about. Each time I submit a payment it just pays ahead. I am tired and frustrated, especially since I wasn't aware of how this worked. I feel deceived by the company.
Company Response:
State: NY
Zip: 137XX
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I have recently contacted customer service regarding a written request to receive all information regarding XXXX XXXX XXXX XXXX on XX/XX/XXXX, XXXX AES has failed to do this and is purposely advising customer service representatives that they are not authorized to provide lender information. Since private lenders are not under federal authority, they still must provide their information. AES has repeatedly sent me a promissory notes from XXXX but not from XXXX XXXX XXXX XXXX verifying they transferred/bought the loan. I have repeatedly ask for a forbearance only to be told the lender states I have used up my forbearance time. If there is no contact information to XXXX XXXX then where is AES receiving this information. I have also researched this supposed lender and an unknown address in Delaware has surfaced with no telephone number to contact them. If AES does not produce the direct number to this XXXX XXXX XXXX XXXX entity then I will assume the promissory note they have sent me is not accurate or false which means XXXX is still the lender. My loan originated with XXXX and I have no verified proof that this XXXX XXXX XXXX XXXX entity transferred or bought the loan. AES can not seem to explain where they are getting the denial 's from regarding my request for a natural disaster forbearance or regular forbearance. I do not want a promissory note from XXXX as I have this documentation. I need to see the actual verification that XXXX XXXX XXXX XXXX owns the loan and not some flimsy excuse that lenders do this all the time. If XXXX is an actual lender then I need the actual contact information and number as well and not some vague response regarding AES is not authorized to provide direct contact information. My monthly payment amount is on a modified plan ( {$480.00} ). The private loan is consolidated and was originated in 2007 with XXXX loans. the XXXX XXXX XXXX XXXX address I researched online is XXXX XXXX XXXX XXXX , XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX DE XXXX.
Company Response:
State: GA
Zip: 30030
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I first called FedLoan Servicing on XX/XX/XXXX to inquire about the process of loan default resolution and after speaking to several reps and supervisors, I was informed to send my XXXX taxes to start the process of getting out of default status by starting the 3 payment process on my student loan. I was asked to fax or mail in the required documents and I did both on XX/XX/XXXX and XX/XX/XXXX costing {$100.00} to do so. After two weeks now on XX/XX/XXXX and numerous calls to the default resolution department at fedloan serving, they aren't able to locate my faxes or mailed documents to start the payment process to get my loan out of default. they provided many excuses along the way, first that their fax machine was not working, then that their backroom department managing the faxes was behind, then that the process to receive said fax or mail documents takes 10 days and lastly to send the fax during XXXX XXXX XXXX because their fax machines get inundated, which I had already done. None of the representatives or supervisors apologized or offered solutions and all had different answers and didn't seem to care. This process is very important to me as I would like to get back on track paying my student loan.
Company Response:
State: MA
Zip: 02124
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I consolidated my loans in XXXX. I owed approx. {$40000.00}. I paid every month until XXXX where I was told my loan was sold and it indicated I did not make any payments and owed {$48000.00}. I was struck with XXXX XXXX and couldn't get to my loan. It was sold several more times. I was part of the XXXX XXXX Class Action in XXXX and the loan should have been cancelled at that point. My loan instead was sold to XXXX where I was told I owed {$59000.00}. I was part of the XXXX lawsuit in XXXX with a personal validation number of XXXX where again my loan was to be cancelled. It wasn't. It was sold again to XXXX XXXX where I was told I owed {$96000.00} where the only record was of two loans from XXXX. I have never taken out a student loan since the consolidation loan in XXXX. My loan then was sold to FedLoan. In XXXX, I went to regulatory resolution services for the federal government and was given an email saying that I should give FedLoan this information that indicated I would be in the class action lawsuit for XXXX XXXX ( see attached email ). My loan was sold to FedLoan where it stands right now and am told I owe {$96000.00}. I sent that information to FedLoan but they say they don't care they paid for my loan and I owe {$96000.00}. I went to XXXX and had them do an investigation. After 2 months they agreed that my loan was cancelled due to the XXXXt Class Action Lawsuit. XXXX has taken the loan off of my credit report and the other two credit reports are in the process of doing the same. FedLoan still refuses to remove this loan that I no longer owe. Can you please make FedLoan remove the loan off of the student loan app and release me from this nightmare. I have not been able to buy a home or do most things due to the outrageous student loan that I did not take out. I paid on the loan for almost a decade and was told I didn't pay a XXXX and now I owe {$100000.00}. I'm in a federal loan nightmare and I just want out. Please please help.
Company Response:
State: CA
Zip: 90630
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted PSLF certifications to FedLoan Servicing for previous years of employment with two organizations. Note, both organizations had been previously approved for PSLF eligibility. I just wanted to fill in the gaps to reflect my qualifying payments. I submitted the forms on XX/XX/21 for both organizations, unfortunately I used a electronic signature ( my fault ). On XX/XX/21 I received letters stating there were errors on my applications. I contacted FedLoan to see how I could correct the issue. I was told I needed to write a note with my signature and submit it. I did on XX/XX/21. However, afterwards, I got a feeling those directions were incorrect. I was finally able to speak with a specialist who said that a handwritten note is not acceptable and " FedLoan employees need to stop telling people to do that ''. I made the corrections ( signature ) and resubmitted the certification forms on XX/XX/21. In addition, the letters I received said that my previous and current employers needed to contact FedLoan for further verification. HR representations from both organizations called, and each told me that FedLoan really didn't understand why they were calling and I am the one that needs to take action. So, their time was wasted ( not happy ). Time went by and I reached out to Fedloan since I didn't hear anything. I was told the applications were still under review and needed additional time to process. The next month I reached out and I found out one of the applications was NEVER forwarded for review. I made sure that application process was initiated. For the other application, I was told employer eligibility was under review and needed time to process. Thankfully, the certification for qualifying payments with the previous employer was approved. I reached back out again to check on my current employers application to find out I am supposed to use a PSLF Help Tool? So I go to studentaid.gov and use the Help Tool and it generates a form to submit ... THE SAME FORM I SUBMITED IN XXXX! In addition, with the pandemic and loans being in forbearance.. My loans for some reason are not reflecting qualified payments even though I was in the appropriate repayment plan, working full-time with a qualified employer, and had XXXXXXXX XXXX. I am extremely frustrated with FedLoan Servicing!! I have been given incorrect information on numerous occasions, an application 's review wasn't initiated properly, and for some reason there are issues with my current employer, who had been previously approved? Why FedLoan? Why does this have to be so difficult. Finally.. why does studentaid.gov say I need to resubmit information for my repayment plan, but was never notified by FedLoan?
Company Response:
State: MO
Zip: 65109
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A