Date Received: 2020-07-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have submitted loan payments through XXXX bank to AES for over 15 years. I submitted this month 's payment on XX/XX/XXXX. XXXX processed it on XXXX and received by AES on XX/XX/XXXX before my XX/XX/XXXX due date. As of XX/XX/XXXX, they are showing my account delinquent which threatens my credit score. I've contacted customer service multiple times and have been given the runaround. I have proof that AES received the money and they won't take it in a convenient format, instead, wanting me to mail it via XXXX so that my credit score will be FURTHER impacted. This is not right! I've been paying these crooks on time for ALL of my adult life, they can at least have the competence to apply my payment correctly.
Company Response:
State: WA
Zip: 98011
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/2020, I sent American Educational Services ( AES ) a {$23000.00} check to pay off my daughter 's student loan. I received the balance information earlier that day from AES. The check cleared my account on XX/XX/2020. I made three telephone calls to AES requesting a letter indicating that the loan was paid off. The first call was on XX/XX/2020 where I was told that I would receive the letter within 7-10 business days. Nothing came in the mail so I called back on XX/XX/2020 and was promised the letter which again never arrived. I made another call earlier this month and was told that I would receive the pay-off letter. Unfortunately, the letter that arrived today indicated that only {$4200.00} was paid off and closed. I never received anything pertaining to {$23000.00} which was paid to and cashed by AES. I am requesting that AES provide me with documentation that the full loan amount has been paid in full.
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when I reviewed my credit report and found 90 days late payment on the dates XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when I reviewed my credit report and found 120 days late payment on the dates XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response:
State: GA
Zip: 398XX
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I had submitted a public service forgiveness loan form for service starting XX/XX/XXXX and submitted this in XX/XX/XXXX. On my form it clearly stated " STILL EMPLOYED ''. Fedloan sent me a letter approving my PSLF and stated that the qualifying employment start date was XX/XX/XXXX and end date XX/XX/XXXX. I called Fedloan and they transferred me from their regular line to the PSLF line. The woman on the phone ( EMPLOYEE # XXXX ) stated that the " end date '' is indeed valid because when you submit the form that is the end date of your qualifying period. I told her that I was still employed and that did not make sense. I also asked her why the date of qualifying employment was XX/XX/XXXX and she fumbled to make sense of that and stated " I would just ignore that date ''. I refused to " ignore '' this since it is not the first time Fedloan has made SERIOUS errors on documents required for student loan repayment. I was then transferred to a supervisor after requesting this, and it was indeed an error on their part - and I quote - " simple oversight ''. This is far from a simple oversight. These " simple errors '' are SERIOUS ERRORS that impact hard working American 's financial futures. No excuses, and all of this occurring DURING A PANDEMIC.
Company Response:
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2020 I submitted a request to change my payment due date from XX/XX/2020 to XX/XX/2020. I received an automated message that my claim would be process within 10 business days. I received correspondence that my new due date would be the XXXX of each month. However, in the Fedloan Servicing System, I noticed that I still was receiving a message that my monthly payment was still due on XX/XX/XXXX. I called on or around, XX/XX/XXXX to confirm that my new due date was the XXXX. The representative I spoke to assured me that my new due date was the XXXX and advised me to ignore the late message. After I received a two days past due message, I called Fedloan Servicing on XX/XX/XXXX to confirm, and was told by a different representative that the information that I was given by the former employee was incorrect. As such, I was forced to make the payment to avoid have negative information reported on my credit, despite requesting a timely due date change and despite being given incorrect information by the first representative.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-19
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Hello, It has been 70 days since I emailed FEDLOAN AND PHEAA about their violation of Section 34 CFR 685.221 ( b ) ( 4 ), and they have not denied violating the regulation, so I am filing this complaint with CFPB in order to receive a reply from them, correction of my loan balance, and to promote awareness of unlawful capitalization so other borrowers are not victimized. On XX/XX/XXXX I emailed FedLoan Servicing and PHEAA about the unlawful capitalization of interest on my loans in XXXX. In XXXX I ACCIDENTALLY missed the re-certification window for my income-driven repayment plan with FedLoan Servicing. Section 34 CFR 685.221 ( b ) ( 4 ) doesn't require interest to be capitalized when a re-certification window is ACCIDENTALLY missed. In fact ( b ) 4 ) says interest is capitalized per ( b ) ( 3 ) only when the borrower " CHOOSES '' to leave IBR plan or the partial financial hardship is over. I met neither of these conditions. Accidentally missing a deadline is not a CHOICE and the financial hardship I had still continues. In accordance with Section 34 CFR 685.221 ( b ) ( 4 ), I am requesting that the unlawful interest capitalization in XXXX be reversed immediately and my principal and interest balance corrected as if the interest had never been capitalized. If this is not corrected I will sue in federal court to force compliance with 34 CFR 685.221 ( b ) ( 4 ) and also consider a class action for other borrowers who have had their interest unlawfully capitalized. Furthermore, I will seek reimbursement for attorney fees and case costs. I will also write to several papers to promote awareness of the story and FedLoan 's unlawful actions. The unlawful capitalization also forced me to enroll in the REPAYE program in XX/XX/XXXX, which caused interest to capitalize again. I would not have done that had XXXX 's capitalization never happened. I am also requesting FedLoan to return my {$60000.00} paid in XX/XX/XXXX. I would not have paid that money if the interest had never been unlawfully capitalized. I need that money to live now. My income has suffered due to the pandemic. I have had to borrow {$11000.00} from family just to stay afloat. Sincerely, XXXX XXXX, XXXX.
Company Response:
State: CA
Zip: 92675
Submitted Via: Web
Date Sent: 2020-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been enrolled in the Federal Public Service Loan Forgiveness program ( PSLF ) since I started medical residency at a non-profit hospital system in XX/XX/XXXX, and have been making qualified payments towards the program monthly since that time. I last re-certified my employment with the non-profit hospital system in XX/XX/XXXX. Therefore I should have accumulated 47 months ( XX/XX/XXXX - XX/XX/XXXX ) towards the PSLF program. However, my federal loans servicer ( Fed Loans ) has only counted 39 months towards PSLF.
Company Response:
State: NJ
Zip: 08817
Submitted Via: Web
Date Sent: 2020-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: After my re certification in XX/XX/XXXX, I noticed that my IBR monthly payment was too high and I don't think they accounted for my XXXX XXXX XXXX husband in the recalculation. At the end of XXXX of XX/XX/XXXX, I attempted to transition my IBR plan to the revised pay as you earn plan. I was told by the customer service representative that I could get enrolled in this play after paying a XXXX dollar fee. I was expressly told by the customer service representative that I could make this payment to get the process started. I went online and payed the required {$5.00} dollar fee on XX/XX/XXXX expecting to get the process started. I have confirmed this date with my bank account. I was told at that time over the phone that it should take approximately 6-8 weeks. I have a letter dated XX/XX/XXXX that requested this {$5.00} dollar payment. I think I had additional call in the meantime checking in but forgot to document it. I have had such poor customer service that eventually I started to document my conversations. On XX/XX/XXXX @ XXXX I called Fedloans regarding my forbearance. I talked with XXXX ( employee # XXXX. ) She told me that my XXXX dollar reduced payment forbearance had not been processed yet. She told me that she released it so that it would be processed in 20 days. I was still on forbearance. I requested that she send something in writing regarding my next payment due date and that my plan had been processed. She told me the email would take 20 days to process. On XX/XX/XXXX, I made another payment for the {$5.00}. I am not sure why I had to make an additional payment. I have this payment documented in my bank account. Eventually, after multiple phone calls I was approved for revised PAYE in XX/XX/XXXX. I am filing a complaint because the inaccuracies and inconsistencies given to me by fed loans left me in forbearance from XXXX to XX/XX/XXXX. I am attempting to go for PSLF and it makes a difference as I wasn't able to claim any qualifying payments but was accumulating interest. I attempted to work with fedloans to make sure the process was happening but was given inaccurate information that has allowed thousands of dollars to accrue on my account. I think it is unfair to keep consumers in administrative forbearance due to the incompetence of the Fedloan servicing at performing their primary function. Unfortunately, in order to get PSLF I have no choice but to use this servicer. This is not the first time I have been placed on administrative forbearance because of problems related to fedloans management of my loans.
Company Response:
State: KY
Zip: 40511
Submitted Via: Web
Date Sent: 2020-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-18
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I submitted an online ( website based ) MyFedLoan e-mail request on XX/XX/2020 asking that all documents related to my loans be sent to me both electronically and by mail ( if there was a fee required I noted I'd pay it if I was directed how to do so ). I requested all documents, but specifically requested : 1. All previous letters sent to me including re-certification letters stating my repayment amounts for the year on income based 2. List of each confirmed qualifying payment ( including 0 dollar payments ) to public service loan forgiveness I have only received an automated response and it has been nearly 3 months. The automated response is attached to the complaint. I have not received any mail with the documents. I have not received an e-mail with the documents. I also have not received any e-mail directing me to their website for any messages related to this request or to the documents requested.
Company Response:
State: TX
Zip: 77573
Submitted Via: Web
Date Sent: 2020-07-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A