Date Received: 2020-08-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: As of XX/XX/2020 my student loan balance increased in error in the amount of {$1200.00}. My loans are currently in a forbearance status due to COVID-19. I contacted Fedloan Servicing and stated they did not see an increase. My credit score dropped 51 points due to this error. I was in the process of trying to apply for a mortgage and unfortunately will be unable to until this issue is resolved.
Company Response:
State: TX
Zip: 75134
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: FedLoan Servicing Credit failure to MOV. failure to comply with FCRA 611 ( a ) ( 7 ) within the time set forth by law and continued reporting of unverified information which now, given all my attempts to address it directly with the creditor, as willful non-compliance.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I took out a XXXX XXXX loan for my daughter that was supposed to be deferred until she graduates next year. I currently already have other student loans being paid to Fed Loan Servicing and those are automatic payments. Soon after I took the loans out I became ill and had to have a relative take over my finances. Seeing that I was already paying Fed Loan Servicing it was assumed it was being paid and never questioned until I received a collections notice for the loan and it shows on my credit report as defaulted. The loan was supposed to have been in deferment so it is unknown how it defaulted. I tried contacting Fed Loan Servicing and they claim they have no information except that the loan was once there but they transferred it to " XXXX '' and they gave me the phone number of XXXX and I was told I needed to call Fed Loan Servicing back at XXXX as I would have to get the information from them, they also advised me to speak to a manager. I spoke to a manager was told there is absolutely nothing they can do for me and can give me no information. Furthermore as I had mentioned above, I have other accounts with Fed Loan Serviceing that is an automatic payment for the minimum amount that they take out every month. I don't understand why it wasn't added as the others are all lumped together. More questions they are unwilling to answer.
Company Response:
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, a payment of {$500.00} was deducted from my XXXX XXXX account for FedLoan Services, which is my federal student loan servicer. On XX/XX/XXXX, I logged into the FedLoan Services website to schedule another payment. I noticed that my {$500.00} payment in XXXX was not applied to my loan balance, nor did it show up in my payment history. On XX/XX/XXXX, I contacted FedLoan services and was told by one representative that there was no record of a payment in XXXX. I was sent to a supervisor, and my call was dropped while I was on hold. I called back and got a second representative who told me that the {$500.00} payment from XXXX had been canceled. My call was then transferred and then dropped. I called a third time and was told that my {$500.00} XXXX payment had been reversed. My call was then transferred and dropped again. I called back a fourth time and requested a supervisor. After giving some information, I was successfully transferred to supervisor " XXXX '' ( employee ID : XXXX ). XXXX informed me that the previous employee was wrong and that this XXXX payment of {$500.00} had been successfully applied to my account even though I could see that the last payment applied was XX/XX/XXXX, and the remaining balance of {$7000.00} had not changed since this date. I do not know if this employee misspoke or attempted to lie or if she was simply confused. She proceeded to tell me that my payments might not be accepted while I was still a student. I am no longer a student, and even if I were, I have the right to make additional payments on my loan. When I explained to XXXX that her statement was untrue, she backtracked and acted confused by her own records. She attempted to follow with an incoherent explanation about payments I had made in XXXX of XXXX and told me she did not understand those payments. She could not address the issue of the missing {$500.00} from the XXXX payment. I asked XXXX to create an official Case ID for me, investigate this matter, and contact me back rather than continue to stumble over her records and place me on hold. In my experience with other loan service providers, this is done automatically. My CASE ID with FedLoan Services is : XXXX. I was told to expect a call from them within 3 - 5 business days. On XX/XX/XXXX, I also scheduled another payment of {$500.00} to be deducted from my checking account. I have received confirmation from FedLoan Services that this payment has been scheduled and will be applied to my balance. However, I do not trust this provider and would like them investigated. I expect to have this balance adjusted, and then I plan to pay the entire accurate balance with accumulated interest before XXXX, as I would like to have no more business with this loan provider. XXXX was very nice and did her best to help me, but I do not believe this service provider is trustworthy, and it appears that they also do not train their employees to assist borrowers. My final concern is that FedLoan Services does not allow borrowers access to their full payment history. When I asked about this, I was told that it was because I am still a student until my university notifies them otherwise. I graduated on XX/XX/XXXX. I am no longer a student. Active students, however, also have the right to access their full payment history per the terms and conditions of the FedLoan Services agreement. I must advise borrowers to steer clear of this provider, and I hope that they will be investigated by the Consumer Financial Protection Bureau.
Company Response:
State: CA
Zip: 92064
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, CFPB Team, I believe I am eligible today for Public Service Loan Forgiveness as I have made 120 on-time payments will working in a qualifying public service position. My loan servicer, Fedloan Servicing, has undercounted my payments which is keeping me from receiving the entitlement I have earned. I have tried for over 18 months to get this straightened out, and while some of the missing qualifying payments have been credited to my account several remain missing. I have completed the Public Service Loan Forgiveness Employment Certification Form ( OMB No. 1845-0110 ) on several occasions, I have provided Fedloan Servicing all copies of my Notifications of Personnel Action ( Standard Form 50 ) for my entire federal career, and I have provided Fedloan Servicing all of my Wage and Tax Statements ( Form W-2 ) for my entire federal career. Today I write to appeal for your assistance in compelling Fedloan Servicing to either provide credit for the qualifying payments that have been omitted from my account, or provide a month-by-month explanation why the omitted payments are not fit for counting. XX/XX/XXXX I began my employment in a qualifying public service position, as a XXXX XXXX for the XXXXXXXX XXXX XXXX. I have worked for the XXXX XXXX XXXX, in five positions. XX/XX/XXXX Received a letter from Fedloan Servicing stating I have made 56 qualifying payments. XX/XX/XXXX -- I wrote Fedloan Servicing explaining that I believe my qualifying payments are undercounted, and requested that they review my account and correct any errors. XX/XX/XXXX Spoke with XXXX ( Employee # XXXX ). Stated my loans are not being properly accounted for because I have sent in multiple certification forms for each posting within the XXXX XXXX XXXX. Stated this is causing an undercounting because the new requests are replacing the old requests vice being added to them. Requested that I send in a new employment certification. XX/XX/XXXX Sent in new PSLF Employment Certification as requested. Also included a cover letter explaining my situation in detail. Provided as enclosures to that letter all copies of my Notifications of Personnel Action ( Standard Form 50 ) for my entire federal career, and I have provided Fedloan Servicing all of my Wage and Tax Statements ( Form W-2 ) for my entire federal career. XX/XX/XXXX Received a new assessment of qualifying payments. Fedloan Servicing now determines that I have made 70 qualifying payments during the following windows : Employer Name : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 20 Employer Name : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 4 Employer Name : XXXX XXXX XXXX, United States XXXX XXXX XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 18 Employer Name : XXXX XXXX XXXX, United States XXXX, XXXX XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 1 Employer Name : XXXX XXXX XXXX, United States XXXX, XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 13 Employer Name : XXXX XXXX XXXX Qualifying Employment Begin Date : XX/XX/XXXX Qualifying Employment End Date : XX/XX/XXXX Qualifying Payments : 14 Total Payments : XXXX XX/XX/XXXX Spoke with XXXX ( Employee # XXXX ). She stated that I am now at 90 qualifying payments ( no writing has ever been provided that shows this ), and stated may payments may be undercounted because I choose to pay them on a bi-weekly basis ( she stated some of the payments are overlapping ). She stated a month-by-month review was needed, and she requested it. She asked me to give it a month. Today I have served in a qualifying public service position for 133 months. My account with Fedloan Servicing has been in good standing that entire time. I am having difficulty not determining my qualifying payments are being undercounted to preclude me from receiving public service loan forgiveness that I have earned. I thank you in advance for any help you are able to provide. I am a XXXX veteran who received an XXXX XXXX and put myself through school. I consider myself really lucky for how my professional life and career has turned out, and I do not take lightly the opportunities I have been afforded. However, the fact is I would have adopted a different -- more aggressive -- strategy to re-pay my student loans if I would have thought this could have happened. All I am seeking is what I believe to be owed to me, or a reasonable explanation about why I am mistaken. Again, thanks for any help and for your time. I hope you and your families are all safe during these unprecedented times.
Company Response:
State: DC
Zip: 20020
Submitted Via: Web
Date Sent: 2020-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am writing to dispute and file a complaint against Fedloan Servicing regarding the miscalculation of my qualifying monthly payments since my enrollment into the Public Service Loan Forgiveness Program starting back in XXXX of XXXX. There are multiple periods in which I was put into a General or Administrative Forbearance with no evidence of why I requested such Forbearance, thus resulting in no qualifying payments being recorded. I have requested a manual/formal review a total of five times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). There has been no change and my issues remain unresolved. My account has not been updated and I remain short of qualifying payments even though I have worked for a XXXX qualifying employer, since XXXX of XXXX and have continuously certified for the Income Based Repayment Plan with a $ XXXXmonth payment. The dates in question that are not being counted as qualifying months for the Public Service Loan Forgiveness program are as follows : XXXX XXXX XXXX ( General Forbearance ) = 13 months XXXX XXXX-XXXX XXXX ( Administrative Forbearance ) = 2 months XXXX XXXX XXXX ( General Forbearance ) = 11 months XX/XX/XXXX ( No payment recorded ) = 1 month XXXX XXXX XX/XX/XXXX ( No payment recorded ) = 2 months XX/XX/XXXX ( General Forbearance ) = 1 month XXXX XXXX XX/XX/XXXX ( General Forbearance ) =4 months XX/XX/XXXX ( No payment recorded ) =1 monthXX/XX/XXXX-XX/XX/XXXX ( Administrative Forbearance ) =2 months Total= 37 months ( which are not being counted towards my qualifying payments ) I did not request many of these Forbearances nor was I ever advised or informed that going on Forbearance would cause me to lose out on qualifying payments towards the Public Service Loan Forgiveness program which I was enrolled . Even to this current date I am being short changed and my Qualifying Payment Details in my account summary does not reflect the accurate estimated eligibility date. When I asked for proof or evidence that I requested these Forbearances there is none. When I request an explanation as to why these Forbearance were requested on my behalf ( when I have always certified for a $ XXXX/mo payment under the Income Based Repayment Plan ) there is none. I have been incorrectly placed in Forbearance while certifying income paperwork is being processed in an untimely manner, also resulting in isolated 1 month Forbearances and or No payments being recorded on my account history. There is also the period from XX/XX/XXXXXX/XX/XXXXwhere my loan was in Forbearance due to XXXX XXXX having my loan account and Fedloan Servicing being unable to obtain records in a timely manner from them, which resulted in my payments not qualifying even though this process of transferring the loan account was out of my control. In addition to inaccurate calculations and reporting of qualifying payments, I have had to deal with very poor customer service when calling in and asking about my account details. On one call in particular, XXXX ID # XXXX, continued to breathe and sigh hard into the phone with every question that I asked regarding my account. Instead of showing that he was just as concerned with the alarming inaccuracies with my account, he just acted annoyed and unprofessional for the duration of the call. His tone was harsh and the manner in which he spoke to me was as if I was a deaf, dumb, and mute child. I then asked to speak to a supervisor and was able to finish the call. At this time I sincerely request this matter be resolved once and for all. I would like any assistance with my account and getting my qualifying payments amount updated to reflect the time I have been serving my community regardless of Fedloans Forbearance Technicalities and Tricks. I have been serving in the XXXX XXXX field working with the XX/XX/XXXXas a XX/XX/XXXXand also as a XX/XX/XXXX for many years and I believe the poor service from FedLoan Servicing that I have received in return is undeserving. XXXX XXXX like myself are the backbone of our communities and I demand that we be given proper servicing for our school loans.
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2020-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I originally filed a complaint with CFPB on XX/XX/XXXX ( XXXX ) and the company responded on XX/XX/XXXX. In short, back in XX/XX/XXXX, my spousal consolidation student loan with American Education Services ( AES ) was placed into forbearance against our request. When our monthly account payment was not debited as normal on XX/XX/XXXX, I called American Education Services ( AES ) and was surprised to learn that our loans were placed into forebearance. Since that time, I have been engaged with AES through approximately 10 phone calls and multiple hours on the phone to correct the forbearance issue and also resume a similar monthly payment schedule on our loans. As of late XX/XX/XXXX, AES did correct the forbearance issue and was able to remove the forbearance from the account and correct other delinquencies which were listed on the account as a result of the forbearance error. We appreciate these corrections. Due to the forbearance, however, AES also explained that they had to redisclose the terms of our consolidated loan because the account was placed into forbearance. I was originally told that my new monthly payment amount would be {$560.00} and would be auto debited on the first of each month to begin on XX/XX/XXXX. Unfortunately, no payment was debited from our account on XX/XX/XXXX as promised/stated and I had to log in and do a manual payment after XX/XX/XXXX. I have been regularly monitoring the account through XXXX and I can see that the direct debit payment amount is still incorrect and the payment terms that I have been quoted multiple times have also not been updated. Since being assigned an AES senior account specialist, XXXX, I have been assured that the terms of our loan would be redisclosed with an end date in XXXX and that our monthly payment amount would be approximately {$560.00}. When I log into my account on-line, however, AES is showing my monthly payment amount of approximately {$350.00}, but this is incorrect. I want to request that AES update my online account and monthly direct debit to the amount and loan terms that I have been quoted multiple times on the phone. Again, the monthly direct debit amount should be close to {$560.00} with the loan repayment being completed sometime in XXXX.
Company Response:
State: TN
Zip: 37919
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have several loans that i borrowed back in XXXX while in college, right now all of my loans have been consolidated and out of default. i contacted the dept of education and they have already worked with me to get those loans consolidated and i have applied for the income driven repayment plan that will allow me to make monthly payments after the COVID pandemic. i am working with a credit fixing agency and it is taking them longer to remove those negative items out of my report and my credit score remains the same. i am reaching out to see if you are able to fix this issue. Thanks.
Company Response:
State: FL
Zip: 32301
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: FedLoan notified me on XX/XX/XXXX that I needed to recertify my income for an income-driven repayment plan. I'm currently in an administrative forbearance provided by the CARES Act. I was unaware that the act delayed my recertification date by six months, and that I did not need to recertify my income. I went ahead and provided the requested information to FedLoan, resulting in an increase in my monthly payment. I asked that FedLoan cancel my application, but they had already processed my information and stated that they can not go back to a previously approved payment amount. As a result, my monthly payment will increase in XXXX ( when the forbearance is scheduled to end ).
Company Response:
State: GA
Zip: 30813
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In late XX/XX/2020, I was notified that I had several negative items on my credit report. Of these negative items, that spanned over a number of years, accounts like auto loans, car insurance, credit cards, bank accounts and student loans were opened in my name have all been charged off, closed, and sent into collections. I have sent ancillary documentation to the creditor and credit bureaus to have these items removed. I have requested that the creditor and/or credit bureau provide me with proof that the debt is mine but they have yet to do so. My requests are ignored and I am instead sent a bill to pay. During this time, I have been consistently harassed via phone and mail to pay a debt that is not mine.
Company Response:
State: TX
Zip: 77018
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A