Date Received: 2021-01-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2021 I called because I was unable to adjust my FedLoan Servicing loan automatic payments online because the system would not allow it. I believe this is a website technical issue. When I spoke to a customer service agent I let them know I would record the call. They then looked into my account and insisted that my payments were {$500.00} instead of what is posted on the website under my account : {$90.00}. The first agent said it was not possible to change the payment amount and that I would need to pause the payment each month. Then she said that I have already used all six eligible payment pauses. However, I haven't ever paused my payment. She said she couldn't help me. I called back to say that I believed this was a website error. On my second call I told the agent that I was recording the call and that I believed that the website had an error and that my payment due should only be {$90.00}, then she said she would have to put me on hold because she wasn't sure if she could speak on a recorded line. A few moments later the call disconnected. I called back to as for help to adjust my payment and let the agent know that I was recording the call. The agent quickly said that she couldn't speak on a recorded line - I asked her to transfer me to someone who could speak on a recorded line or a supervisor. XXXX ID # XXXX told me that she would not assist me based on the fact that I wanted to record the call for my records.
Company Response:
State: CA
Zip: 91803
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX, I contact my servicer XXXX to find out how many qualifying payments I had made towards Public Service Loan Forgiveness. XXXX told me that my loan would have to be transferred to FedLoan Servicing because that is the only servicer which handles PSLF. They instructed me to complete an employment certification form and return it to them, which I did. They tried to send my loans to FedLoan Servicing. In XX/XX/XXXX, my loans were sent back to XXXX in XXXX. I called FedLoan Servicing in XXXX, and they said XXXX never sent the loans to them. I asked them to re-request my loans. It was not until XXXX that FedLoan Servicing accepted my loans. As of today, XX/XX/XXXX, I still do not have an accurate count on the number of qualifying payments I have made since reconsolidating and beginning repayment in XX/XX/XXXX. According to my calculations, I was finished with my 120 payments in XX/XX/XXXX. I applied for PSLF on XX/XX/XXXX. My application was denied on XX/XX/XXXX due to not making enough payments. I am only being credited with 8 payments even though my income based payments are automatically drafted two weeks before the payment due date, and have been since the very first payment. I provided FedLoan Servicing with proof of when my payments were to begin as well as my complete transaction history from XXXX that shows the payments that are not showing up in their system. FedLoan Servicing only took two weeks to deny my application. It has been nearly a month since I provided them with my supporting documentation, and they have not adjusted anything on my account. Below are the notes from some of my phone calls and attempts to get a payment count and loan forgiveness. XX/XX/XXXX - FedLoan Servicing XXXX - My loans had not been transferred to them yet. Asked him to re-request my loans since XXXX tried to transfer them in XXXX and they were sent back to XXXX in XXXX. XX/XX/XXXX - FedLoan Servicing XXXX - Asked how long the payment review would take, and he said there was no set time. Said they loans arrived there yesterday. I told him there was only one payment showing instead of 120. I asked if he could see the notes in his files from when I spoke to operators XXXX, XXXX, XXXX, and XXXX. He said it would be closer to a month. XX/XX/XXXX - Spoke to a FedLoan Servicing operator who said that I needed to go ahead and apply for forgiveness if I felt that I had made the correct number of payments. My application would be moved to a pile to be processed more quickly. PSLF application submitted. XX/XX/XXXX - Received a letter from FedLoan Servicing saying my application was denied because I did not make the correct number of qualifying payments. XX/XX/XXXX - FedLoan Servicing XXXX & XXXX - Flagging for review. Operator said he submitted another review and it is showing pending status. XX/XX/XXXX - FedLoan Servicing XXXX - Said that I needed to contact XXXX because XXXX didnt send my payments. I asked to speak to a supervisor. FedLoan Servicing XXXX - Said he added me to the expedited list to have my payment history review. Said it could take a couple of weeks or several months. Said that my payment history did not parse correctly and that someone would probably have to manually review it. He said that they have everything they need and for me to call back in a week if I do not see any progress and then to call back when my account hits 120 pays. XX/XX/XXXX - FedLoan Servicing XXXX and XXXX - Payments are still being reviewed XX/XX/XXXX - FedLoan Servicing Spoke to an operator who said that my payments were supposed to begin on XX/XX/XXXX and because of that, all of my payments were outside of the payment window. I told her that I still had a copy of the administrative forbearance letter I received in XX/XX/XXXX that clearly states that my first payment would be on XX/XX/XXXX. She verified my first payment was received on XX/XX/XXXX, two weeks earlier than the actual due date. My account has been on direct draft ever since. I uploaded the copy of the administrative forbearance letter. XX/XX/XXXX - I uploaded my XXXX payment history that shows all of the missing payments. XX/XX/XXXX - FedLoan Servicing XXXX - I requested that my administrative forbearance document and XXXX payment history be emailed to a supervisor who works with reviewing payment. Operator said that she emailed a PSLF supervisor to request that my documents be reviewed. She said that usually people get a response within 7 days. XX/XX/XXXX - Called the Ombudsman. Talked to XXXX. Case number XXXXXXXX. Gave me the escalation phone number XXXX at MyFedLoan Servicing. XX/XX/XXXX - XXXX with Ombudsman transferred me to the MyFedLoan escalation number. FedLoan Servicing XXXX - Will send in request to have my payment review expedited. A case worker will contact me. A caseworker will reach out to me via email in 24-48 hours. XX/XX/XXXX - Received an email from FedLoan Servicing - XXXX with Escalation. Said that my payments were under review. He said the XXXX payment that I was questioning was covered under the Cares Act. I responded and clarified that the payment that I am questioning was the XX/XX/XXXX, not XX/XX/XXXX, payment that was covered under an administrative forbearance and told him that I uploaded verification of that on XX/XX/XXXX. I also told him I uploaded my complete XXXX financial activity statement that covers all of the months that are not being reflected on my FedLoan Servicing account dashboard. XX/XX/XXXX - FedLoan Servicing XXXX - Said that my account was still under review. Offered no time frame for completion. He said that it could take up to a year. Said that I would be notified when the review was completed. He said that it was an all or nothing situation. XXXX @ Ombudsman said that she would escalate my case so that I could have a specific agent assigned to me that is familiar with PSLF. Will be assigned a caseworker who is an ombudsman at FedLoan Servicing. Will contact me within 15 days to let me know what they need. Goal for resolution is 60 days.
Company Response:
State: NC
Zip: 27030
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Fed Loan Servicing has the incorrect amount of on time payments made to the Public Service Forgiveness Plan. There was a different loan servicer before them, and when they went to go back to certify my payments they are coming up with a much smaller number of payments that I have made. Despite the fact that previous loan servicing agencies already verified this information. In fact, I have been waiting 6 months to hear some response on my complaint to them. Every time I call they say they are still waiting to hear from various lenders. I should be right around 110 on time payments on both loans. They are so off that they have different amount of months of on time payments, for the two different loans. The problem is that I make one payment each month and it is split between the two loans, So, the two loans should not have different amounts of months of on time payments. Everything was accurate, until Fed loan servicing came in and and started reverifying payments. The expectation is that they go off of the amount of on time loan payments originally reported to them when they first got the loans. These other loan servicing agencies have no reason to lie about payments, and therefore what they originally gave to Fed Loan Servicing should be honored. They are asking some of these loan servicing companies to go back almost 10 years, and I don't think the records are there to support them going back that far. The bottom line is that the number of on time payments should be honored by Fed Loan servicing..
Company Response:
State: TX
Zip: 76262
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I deferred my payment for my student loan and they were still charging me during my time of deferment. So on my credit its showing that I have multiple late payments because they claim when I deferred my payments I was not specific on which account. I make one payment monthly for all my loans why would I have to specify which account I was deferring.
Company Response:
State: MA
Zip: 01851
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have two direct subsidy loans that I'm working on getting forgiven through Public Student Loan Forgiveness ( PSLF ). I keep track of it diligently. In XX/XX/XXXX I noticed one loan had an extra qualifying payment. I contacted MyFedLoan and they said they would look in to it. After not hearing anything for a month, I contacted them again and was told it would take time. I didn't contact them in XXXX but sent an email requesting an update as it had been close to four months since sending the initial email. I didn't hear anything for a week so I called on XX/XX/XXXX and was told they are still looking in to it. Apparently one of my payments was off by XXXX cents due to an error with their software. But because I still have a ways to go before my loans are forgiven, I had to wait until people closer to forgiveness had their issues resolved. I'm being perpetually pushed to the back of the line. Four months is a long time to wait for an issue over a nickel that was caused by their software.
Company Response:
State: CA
Zip: 95603
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I am writing to dispute the following information in my file :
Company Response:
State: SC
Zip: 29406
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Fedloans Servicing has violated my federally protected consumer rights under the FCRA by committing the following action under the Truth and Lending Act 15 USC 1601 ( a ) Fedloans Servicing has violated my federally protected consumer rights under the FCRA by committing the following actions : 15 a USC 1681 ( a ) ( b ) 15 USC 1681 ( b ) ( 2 ) 15 USC 1681 ( a ) ( 2 ) ( A ) ( i ) 15 USC 1681 ( a ) ( 3 ) ( e ) 15 USC 1681 ( a ) ( 4 ) Fed loans Servicing has also violated my federally protected consumer rights under the FDCPA by committing the following actions : 15 USC 1692 ( d ) 15 USC 1692 ( d ) ( 2 ) 15 USC 1692 ( e ) ( 2 ) ( a ) 15 USC 1692 ( g ) 15 USC 1692 ( g ) ( c ) 15 USC 1692 ( a ) ( 7 )
Company Response:
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: This loan was reinstated to AES on XX/XX/XXXX. The agreement was for me to resume payments starting XX/XX/XXXX. My balance on loan was XXXX AES block me from being able to login to my account. They reported to dept of education that I was delinquent on my account for 60 days in XX/XX/XXXX. XXXX said my account was reinstated on XX/XX/XXXX, XXXX AES accrued interest on this loan since XXXX XXXX AES refused to send any information via USPS. By the time I could login to my account the balance was thousands of dollars more then the starting point that it was supposed to be. I have contacted them with no results. With covid-19 the NY attorney general 's office was not able to help me as they did before. I contacted FSA ombudsman. They were trying to get information from AES for months. AES said too much accrued interest was added on to my balance & they could not do anything. AES withheld information from me from the start. This XXXX parent loan in the amount of XXXX is now over XXXX and rising. AES has made it impossible for me to afford payments on this loan. The agreed amount was to resume at XXXX AES manipulated this loan behind the scenes without my knowledge. Now it's out of control & now I can not afford payments. This has been a nightmare for me trying to get answers from AES. AES purposely mislead me so they could accrue interest on this loan. Thank you for your help with this matter.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, XXXX payments were processed by XXXX in the amount {$250.00} each. One payment was for the month of XXXX, the other was for the month of XXXX. Because these were both processed in the month of XXXX, FedLoans is alleging that no payment was made in XXXX, and that all payments made in the months that followed were considered delinquent. Ive reached out to representatives at XXXX directly. Their records show the two payments in question counting towards the proper months and theyve confirmed that my account has never been delinquent. FedLoans claims this negates payments I made on-time and in-full, spanning from XX/XX/XXXX until XX/XX/XXXX. During this time period, similar situations occurred in XX/XX/XXXX and XX/XX/XXXX, where two payments drafted in the same month were posted in XXXX records for two separate months. My XXXX records show two sets of {$39.00} and {$210.00} payments on XX/XX/XXXX and XX/XX/XXXX that count toward XXXX and XXXX of that year. Records show similar sets of payments on XX/XX/XXXX and XX/XX/XXXX. According to XXXX these counted as my XX/XX/XXXX and XX/XX/XXXX payments. For the period spanning XX/XX/XXXX to XX/XX/XXXX, XXXX determined that I did not have to make payments, based on my income-based loan application for that year. The attached XXXX records show {$0.00} payments each month and no delinquency or late fees associated with this time period. FedLoans is also alleging that no payments were made during the span from XX/XX/XXXX to XX/XX/XXXX. Ive attached bank statements from all XXXX months showing the withdrawals from my account. For XXXX, XXXX, and XXXX, Ive also attached screenshots of the payments shown within my XXXX online account. In XX/XX/XXXX I began the process of transferring my loan to FedLoans in preparation for student loan forgiveness. My bank statement shows that XXXX withdrew a payment on XX/XX/XXXX in the amount of {$2400.00} despite the fact that my online account does not show it. In my contact with the XXXX representative, they assured me that this payment was indeed transferred to FedLoans and that it would count toward the student loan forgiveness program. All of the above was discussed directly with FedLoans in XXXX and XX/XX/XXXX and a request was made that they recalculate my student loan payments. This is still in review. By my estimation I will have made 120 qualifying payments to my student loans in the next couple months and should be eligible for loan forgiveness at that time.
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: This relates to my student loans as it relates to the covid-19 relief forbearances. I was under the impression student loan holders would not have to do anything that this would be automatically set by the loan servicers. Prior to the Cares Act my student loans with AES were in a IBR ( income driven repayment ) I assumed that the Covid-19 suspension would include all government loans ; however I recently received a letter regarding my loans on XX/XX/2021 and this is when I realized that my loans were never suspended but remained on the IBR according to the provision of the Cares Act and the Covid Emergency. The letter stated that I needed to recertify by XX/XX/2021 and start making payments by XX/XX/2021 though the Covid-19 Disaster forbearance expires XX/XX/2021. However if you contact AES and Fed Loan Services regarding student loans and the Government Covid-19 forbearance through their automated services both companies will send you a email stating that the forbearance may be ending soon not including the correct date XX/XX/2021. In the case of AES no actual date was included in the email, encouraging you to go into a payment plan, it is more like tricking consumers of possibly coming out of the government provided forbearance if they are in one. This seems to be true of American Education Services and Fed Loan Services both sent me a similar email which I will attach along with my the IBR Recertify letter from XXXX XXXX. I recently entered into a new IBR with Fed Loan Services on XX/XX/2021. Fed Loan Services automated email communication as of today XX/XX/2021 still states that the Covid-19 Emergency Forbearance expires in 8 days on XX/XX/2021 when it is clearly posted clearly posted on studentloan.gov and other sites related to student loan.
Company Response:
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A