Date Received: 2020-12-03
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: On XX/XX/2020 I submitted a letter to Fedloan Servicing that I would like to make arrangements to settle the referenced matter. I asked them to provide me with a statement of the amount owing as of together with their assurance that they will accept payment in direct and immediate exchange for the original instrument of indebtedness in its original form. On XX/XX/2020 I was provided with what was owed but not the what I asked for which was the the original instrument of indebtedness in its original form. On XX/XX/2020 I sent them a follow up letter where I stated It is apparent that you have overlooked or ignored my request to confirm that you would accept full payment of the alleged obligation from me in consideration of your delivery to me of the original instrument of indebtedness in its original form. Accordingly, unless I receive your written confirmation that you will accept payment from me in consideration of your delivery to me of the original instrument of indebtedness in its original form within 30 days I will conclude that they are either unable or unwilling to comply, and I will thereafter consider the matter between us to have been legally and financially settled. They never responded. I then sent this to all 3 credit bureaus who all said the debt was " verified ''. They did not do any due diligence. These are being reported incorrectly and should be removed.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days and I haven't received any investigation results.
Company Response:
State: NV
Zip: 89106
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I have been receiving multiple harassing phone calls from American Education Services and have sent them a certified letter to stop contacting me and they have refused. They are not offering me any feasible payment plans and continue to bombard me phone calls and offer no real solutions
Company Response:
State: MA
Zip: 02721
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The company is XXXX, I was misinformed about the student loan forgiveness program. I felt pressured to consolidate my loans and was misinformed about the Public Service Loan Forgiveness Application. XXXX informed me that my current payments would not count towards my XXXX qualifying payment for the loan program due to me not consolidating my loans. I was informed that my five years of XXXX would not count towards the ten years of service if I did not consolidate my loans.
Company Response:
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: This is a SECOND CFPB complaint because I filed a complaint related to the same matters. The previous CFPB complaint number was XXXX. XXXX The issue has not been solved in the sense that Fed Loan Servicing continues to send to me documents purporting to address the issues below BUT with basic ACCOUNTING ERRORS, for example : incorrect basic arithmetic adding up the payments indicated on the same form, as well as failing to qualify at least one payment, even after repeated attempts to have them correct these issues. XXXX There is a complete lack of quality control and supervisory oversight, even when I have specifically asked in my requests to Fed Loan Servicing that a request receive supervisory review before they respond. It's baffling and completely unprofessional. *** Below are my last two requests to Fed Loan Servicing, the first here following up on the second, earlier request : ******************************* XX/XX/XXXX WEBSITE MESSAGING REQUEST TO FED LOAN SERVICING : ***PLEASE SEND THIS REQUEST TO A SUPERVISOR*** I contacted you here via your website 's email service on XX/XX/XXXX, requesting correction of documents generated by FedLoan Servicing. XXXX New documents were posted XX/XX/XXXX in response to that XX/XX/XXXX request, however the XX/XX/XXXX DOCUMENTS STILL APPEAR TO CONTAIN THE SAME ERRORS. In fact, the " Pslf Qualifying Payment Update '' documents appear to be UNCHANGED -- WHICH IS TO SAY THAT YOUR ORGANIZATION, EVEN AFTER A SPECIFIC REQUEST, HAS SENT THE SAME ERROR-FILLED DOCUMENTS! XXXX XXXX The errors remain : *** *** ERROR 1 For loans XXXX, XXXX and XXXX, for employer " ANALYTIC SERVICES, '' the " Qualifying Payments '' show as " 0 '' when they SHOULD BE " 1. '' PLEASE NOTE THAT THERE IS A XX/XX/XXXX PAYMENT IN MY RECORDS WHICH FALLS WITHIN THE PERIOD OF CERTIFIED EMPLOYMENT AT ANALYTIC SERVICES, and I believe I was in a qualified payment program and met all other conditions at that time for a payment to be counted toward PSLF. Please compare with the " Pslf Qualifying Payment Update '' letter sent XX/XX/XXXX. The previous counting of the relevant payment has been lost. XXXX ERROR 2 For various loans the " Qualifying Payments ( Total ) '' DOES NOT ACTUALLY EQUAL THE CORRECT TOTAL from summing the " Qualifying Payments. '' For example, for loan XXXX, the " Qualifying Payments '' listed ( 0, 1, 3, 13, 9, 12, 5, 8, 8 ) SHOULD total " 59, '' but the total shown is " 61. '' THIS TYPE OF ERROR IS REPEATED FOR SEVERAL LOANS. *** THIS IS AT LEAST THE SECOND TIME THAT FED LOAN SERVICING HAS SENT DOCUMENTS CONTAINING BASIC ERRORS IN ARITHMETIC AND GENERALLY LACKING IN PROFESSIONAL COMPETENCE. IMMEDIATELY AFTER SENDING THIS EMAIL TO YOU, I AM FILING ANOTHER COMPLAINT WITH THE CFPB. ***PLEASE HAVE A SUPERVISOR CONTACT ME BY TELEPHONE AT THE NUMBER IN YOUR RECORDS. XXXX XXXXPLEASE SEND THIS REQUEST TO A SUPERVISOR*** ******************************* XX/XX/XXXX WEBSITE MESSAGING REQUEST TO FED LOAN SERVICING : ***PLEASE SEND THIS REQUEST TO A SUPERVISOR*** Regarding your THREE XX/XX/XXXX LETTERS titled " Pslf Qualifying Payment Update, '' there are TWO ERRORS : *** ERROR 1 For loans XXXX, XXXX and XXXX, for employer " XXXX XXXX, '' the " Qualifying Payments '' show as " 0 '' when they SHOULD BE " 1. '' Please compare with the " Pslf Qualifying Payment Update '' letter sent XX/XX/XXXX. The previous counting of the relevant payment has been lost. XXXX ERROR 2 For various loans the " Qualifying Payments ( Total ) '' DOES NOT ACTUALLY EQUAL THE CORRECT TOTAL from summing the " Qualifying Payments. '' For example, for loan XXXX, the " Qualifying Payments '' listed ( 0, 1, 3, 13, 9, 12, 5, 8, 8 ) SHOULD total " 59, '' but the total shown is " 61. '' THIS TYPE OF ERROR IS REPEATED FOR SEVERAL LOANS. XXXX ADDITIONALLY I am unable to download a copy of the following letter : " Employment Certified For Pslf '' regarding XXXX XXXX from XX/XX/XXXX through XX/XX/XXXX. XXXX Note that there IS a XX/XX/XXXX letter which showed the WRONG DATES of employment. In your records you will see that I previously requested a correction, which request resulted in the abovereferenced XX/XX/XXXX " Pslf Qualifying Payment Update '' letters having the correct dates for XXXX XXXX. However, I NEVER RECEIVED a corrected " Employment Certified For Pslf '' letter. XXXX I am here REQUESTING SUPERVISOR REVIEW and : *** ( 1 ) Please SEND CORRECTED XX/XX/XXXX " Pslf Qualifying Payment Update '' LETTERS. *** ( 2 ) Please send a CORRECTED " Employment Certified For Pslf '' letter indicating certification of employment by XXXX XXXX XXXX XXXX as indicated above. Please note that ALREADY IN THE RECORDS OF FEDLOAN SERVICING are all necessary forms and documentation. NO FURTHER ACTION OR ADDITIONAL DOCUMENTATION SHOULD BE REQUESTED FROM ME. XXXX Today is XX/XX/XXXX. I will wait one week, until XX/XX/XXXX, for a competent reply, and, if this does not occur, I will FILE A COMPLAINT with the Consumer Financial Protection Bureau ( CFPB ).
Company Response:
State: VA
Zip: 22309
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans are currently covered under the CARES Act forbearance. In XX/XX/XXXX, I submitted a request to change my billing due date for my student loans to manage my payments once they resume in XXXX. For some reason, PHEAA has treated this change in due date request as a recertification. I received a confirmation from PHEAA that I recertified my income-driven repayment plan. The only problem is that I never requested to recertify, nor did I submit any proof of income. Moreover, PHEAA said my next payment under a new IDR plan was due in XXXX -- while the payment suspension is still in effect! I am not due to recertify until XXXX. I want to ensure that my payment suspension remains in effect, that I have no payment due until XX/XX/XXXX, and that all these months continue to qualify for PSLF.
Company Response:
State: MD
Zip: 20852
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I uploaded an Employment Certification Form ( ECF ) to my FedLoan Servicing Online Account to cover employment in XXXX. The ECF was rejected on XX/XX/XXXX because I did not have my employer sign it ; even though I checked the box on the bottom of the first page that the organization was closed. I called into XXXX Customer Service and was told to upload a letter explaining my public interest work with the employer along with a W2 from said employer. I uploaded this information on XX/XX/XXXX. Prior to this time, I had 93 qualifying payments towards PSLF. On XX/XX/XXXX, I checked my online account and observed that my qualifying payments had increased to 105, which I believed to be a result of the ECF, Letter, and W2 I submitted as requested. This was very encouraging because I only had 15 more qualifying payments to make in order to request loan forgiveness through PSLF. I decided to engage in a chat with FedLoan Servicing to confirm this information. On or about XX/XX/XXXX, I chatted with a gentleman and confirmed that I had 105 qualifying payments at this point in time. I have requested a transcript of this chat from FedLoan Servicing but have not received it yet. On XX/XX/XXXX, I logged into my account to check the status again and observed that my qualifying payments had reduced back down to 93. Of course, this was confusing and disheartening, so I began a chat with FedLoan Servicing and all the gentleman could tell me was that the assessment was not complete. I asked for a supervisor and was told I had to call into the customer service line or request a call via the email portal on my online account. I sent a request for a supervisor to call me via the email portal and never heard back. Later that afternoon, I called into the customer service line. I spoke with a woman who could not explain to me why my qualifying payment count went from 105 to 93, so she forwarded my call onto a " public relations specialist. '' Once I got on the phone with this woman, she proceeded to tell me various things such as : she had never seen this before, it was a computer glitch, I had not uploaded the ECF ( which I had ), I did not need to send a letter ( which I was instructed to do so by someone else at FedLoan Servicing, I should have sent in pay stubs with my W2 ( I was never informed to do that ) ; I should not have uploaded everything together because their system just combines all of the forms and it was complicated to review ( how would I know this ), and basically she came back around to it was a computer glitch and their system only showed 93 qualifying payments, not 105. I am requesting CFPB assistance, because simply FedLoan Servicing can not be trusted. Each time I call or chat or email or upload information, I am told something different by each person. I uploaded information to qualify one of my previous employers and did exactly what they told me to do, and I thought it was done. I had qualified 12 additional payments and increased my count to 105. ( I have included print outs that I have showing the 105 qualifying payments. ) Now, mysteriously those 12 payments have been " taken back '' and I am down to 93 qualifying payments again. This is very significant since I was so close to the 120 qualifying payments for PSLF. I am requesting my 12 qualifying payments be returned to my count. I am further frustrated by the fact that on XX/XX/XXXX I had a chat with FedLoan Servicing and the representative confirmed that I had 105 qualifying payments, then 2 weeks later my count is reduced and no one can give me a reason why.
Company Response:
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Currently enrolled in PSLF through FedLoan. I am getting close to my 120 payments, but several of the previously certified payments ( they were certified prior to it being sold to FedLoan ) have been " pending manual review '' for months. I had discussed this issue with them over the summer and they said they would expedite ( no more than 30 days ), 3 months later I emailed and they said it was still pending. This is very problematic as I need to know how close I am to paying these off.
Company Response:
State: VA
Zip: 23220
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I disputed accounts on my credit reports that were not mine. And the credit bureaus will not accept my dispute. These are the accounts they will not remove : 1 ) XXXX XXXXXX/XX/XXXXXXXX XXXX {$300.00} Charge off accounts 2 ) XX/XX/XXXX{$300.00} charge off account 3 ) FED LOAN SERV {$33000.00} late payment account 4 ) XX/XX/XXXXXXXX XXXX XXXX {$520.00} charge - off account 5 ) XX/XX/XXXXXXXX XXXX {$260.00} charge-off account 6 ) XX/XX/XXXX {$910.00} collection account
Company Response:
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My annual income recertification date for Income Based Repayment was upcoming in late XX/XX/XXXX. There was a notice on my FedLoan account website stating as much, and I knew that a missed recertification would mean payments would increase substantially to the " standard '' payment amount. I followed the account notice 's direction and submitted my recertification paperwork on XX/XX/XXXX with the understanding it was required. My joint income had increase in XXXX so I was notified on XX/XX/XXXX that my recertified student loan payment amount increased by roughly {$120.00}, with payments beginning in XX/XX/XXXX after CARES Act expires. It was later brought to my attention that embedded within FedLoan CARES Act FAQs, that income recertification is NOT required and can wait until the following year, which in my case would be XX/XX/XXXX, and a new payment amount XX/XX/XXXX. I contacted FedLoans via phone on XX/XX/XXXX about the issue and requested that my payment amount be reverted back to XXXX levels per CARES Act. That representative sent a note to another unit. I followed up via e-mail on XX/XX/XXXX but did not yet get a response. I followed up today via phone, XX/XX/XXXX, and was told that they rejected my request and my new recertification amount will stand despite the CARES Act not making it necessary, and despite their mixed messaging on their website.
Company Response:
State: CA
Zip: 94510
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A