Date Received: 2020-03-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Fedloan has completely ignored all emails and calls. The department I need to speak with is shutdown and there is ZERO people to answer questions or help with difficulty making payments during coronavirus. They have shut their website down several times for so called maintenance and I am unable to view my loans or speak with anyone. I am refusing to make a payment as customer service has been horrid and for over two weeks have ignored all my emails and calls, they need to be held accountable!
Company Response:
State: FL
Zip: 33446
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have been contacting FedLoan since they assumed my loans without my permission inXX/XX/XXXX. I have asked them for the following and since I was a enrolled in paperless billing I was under the assumption they would keep all old statements online including promissory notes and number of PSLF payments counted each month. I have requested the following from them to no avail. Promissory notes as the amount I borrowed does not match their amount. All billing statements from XX/XX/XXXX-Present A formal review and a complete itemized list of PSLF payments since XX/XX/XXXX when the now defunct XXXX XXXX had me eligible.
Company Response:
State: OR
Zip: 97322
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Late Start to Qualified Public Service Loan Payments ( 8 months ) The over-all problem is that FedLoans began my qualifying public service loan payments two months late because they were slow at getting their paperwork done. On XX/XX/XXXX, I filled out an IDR Plan Application on my federal student loans both with the FedLoan company and XXXX company who both service approximately half of my loans. I graduated in XX/XX/XXXX. I submitted an application to switch from IBR to REPAY in XX/XX/XXXX with the expectation my first qualifying payment for Public Service Loan Forgiveness ( PSLF ) would be XX/XX/XXXX as indicated on my billing statement with both companies ( Your first payment is due XX/XX/XXXX ) and per multiple phone conversations with representative at FedLoan. XXXX XXXX approved my REPAY plan XX/XX/XXXX and FedLoans on XX/XX/XXXX, therefore FedLoans had a three and a half months delay in getting paperwork done. I would like to add that there is no difference between these loans as documented in the paperwork provided. My XXXX Plus loans with both companies went from IBR to REPAY and there should be NO difference in processing time. However, since FedLoans has taken significantly longer to process my paperwork, my first qualifying payment under REPAY is scheduled for XX/XX/XXXX instead of XX/XX/XXXX for the Public Service Loan Forgiveness Program. This means I will lose 2 months of qualifying payments and my grace period with FedLoans is 8 months. This could amount to a loss of approximately {$1600.00} depending on my income in the last two months of payment. I have called FedLoan two times since XX/XX/XXXX when I realized my qualifying payments for PSLF would be delayed. I have spent hours researching how to navigate the complicated details associated with student loan repayment and I have done my job to get the paperwork turned into you on time. If FedLoan is requiring me to get my paperwork done on time each year, FedLoan also needs to get its paperwork done one time. Over the phone their excuse for delaying my public service loan qualifying payments was because I started making payments, while I was still in school. However, I am not sure why this loop hole has such an unfair consequence. When comparing the two companys ability to complete paperwork on time, it is evident that FedLoan is at fault for not processing paperwork in a timely manner. Therefore, I am requesting FedLoan to correct their error by granting me REPAY payments starting on XX/XX/XXXX.
Company Response:
State: OR
Zip: 97217
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This problem is with FEDLOAN SERVICING ( FLS ). THIS WAS ALL PRE-CORONA. XX/XX/20 Called FLS for PLUS loan payoff amount. Was told {$4000.00}. XX/XX/20 Sent check for {$4100.00}. Included overage because I sensed they'd let the check sit around for awhile & more interest would accrue. Called FLS & notified them a payoff was on the way for my PLUS loan. Asked them to notate account. XX/XX/20 Noted no payment applied by FLS. Called & reiterated info from XX/XX/20 call. Agent assured me they would take care of it when it arrived. I continued to make payments towards the account, sensing they were going to lose it ( mail takes 3 days max ). By XX/XX/20, my balance owed was {$3700.00}. XX/XX/20 Called again, FLS said they still never received it. One hour later, I looked online, & it had been received, however was not used to pay off the PLUS loan - had been applied willy nilly to all other loans. Gave them a few days to fix on their own, noting I'd provided directions many times. XX/XX/20 Called & explained problem to agent. She said, " well that's not the way you do any of this, you just make a payment & call for us to fix it ''. She was not making much sense & wanted to read all the account balances, how much of my PLUS payoff had been applied to them, & what the new balances were. I kept trying to refocus her & have her correctly apply my payment. She was frustrated & & said " your other loans might go into default ''. I told her I was a XXXX & didn't have much more time before my XXXX came back. She said just call back later. XX/XX/20 Called back, got a more cogent agent. She said she had to " pull out her calculator '' & tried to re-apply my payoff. Her confusion was palpable. When she thought she was done, she said, " I hope this works, good luck, if it doesn't, call back ''. She also said, " I don't think your other loans are going to go into default ''. Why do you all keep saying that to me, I asked? She said " Oh we have to say that ''. XX/XX/20 Concerned & shocked at the low level of performance I encountered, I sent an email asking anyone in their office to check my account for accuracy. XX/XX/20 One week later, I received a response from ID # XXXX. This person said yes, the PLUS loan was paid off & the overage applied to XX/XX/XXXX/XX/XX/XXXX. I replied to the email, asking them to check again. Not because I was trying to be annoying, but I sensed that the email was a parroted response to my question & that they had not checked. They actually responded again with the same response. XX/XX/20 Home due to Corona. Checking up on the workers at FLS again. As expected, they have NOT APPLIED MY PAYOFF TO THE PLUS LOAN. IT STILL HAS A BALANCE DUE OF XXXX. XX/XX/20 Called FLS. Now, they are closed due to Corona. Sent them an email. Told them I was reporting them. XX/XX/20 I want your agency to look into FLS, & investigate why there are unskilled agents handling my payments & loan, repeatedly making errors with nonchalance. I want my PLUS loan paid off, and the overpayment from the check, {$360.00}, to be applied to XX/XX/XXXX/XX/XX/XXXX. I am going to continue to share this story as I believe this is the tip of an iceberg of mishandled money & student loan accounting. Thank you for your time. XXXX XXXX XXXX XXXX XXXX
Company Response:
State: VA
Zip: 23233
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I am a borrower of two {$5000.00} loans back in XXXX and XXXX. I was young, naive, and desperate to go to college to better myself but, my family nor myself had the financial means. Following the guidance of the college financial aid office, I was awarded two ALPLN Loans through FASFA. I have been paying faithfully on both loans since XXXX. 12 years later, I have paid {$15000.00} of a combined total of {$10000.00} borrowed. As of today, I still owe American Education Services {$9400.00}. Referncing the payoff balance as of today, I will pay a total of {$24000.00} on a combined total of a {$10000.00} loan. Due to these loans interest rate continuously increasing and the daily occurrence of interest, I forsee it being more. My confusion comes with being mislead by the company and school that this was a loan to help those in need as well as, I would qualify for loan forgiveness through specialized education programs. Neither loans have qualified for any programs even though, I have worked as a XXXX in XXXX XXXX XXXX and XXXX XXXX. I have also tried to apply for a secondary loan with better interest however, after reviewing the status of the loan they advised me seek further clarification on why I am over paying on such a small amount borrowed. I have spoken with the company with limited guidance. Please advise.
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I was previously told by FedLoan Servicing that I would receive information about an updated income-driven repayment plan that I filed on XX/XX/XXXX on XX/XX/XXXX. As of XX/XX/XXXX, I have not received the email FedLoan told me I would receive on XX/XX/XXXX or prior. When I call FedLoan Servicing on XX/XX/XXXX, I am now told that my plan is not ready by the automated machine ( the system would not let me talk to a live representative as far as I could tell, because all calls regarding income-driven repayments are directed to an automated system ). I am hoping for an updated payment amount as I believe that this would reduce my payments and given that I used the IRS retrieval tool for my income, I fail to see how something that should most likely be an automated process can be delayed. As I am working towards PSLF, I do NOT want to be put in administrative forbearance while this is figured out because I want all months of employment to count for PSLF. As such, I would like to continue to remain in repayment while this is figured out, but wish for it to be figured out as soon as possible.
Company Response:
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have been enrolled in Public Service Loan Forgiveness program since XXXX and the U.S. Department of Education/Fedloans.org will not tell my how many qualifying payments I have made. I worked for the XXXX XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX as a XXXX and since XX/XX/XXXX as a XXXX XXXXXXXX XXXX, my loans are Federal Direct loans, I am in an Income-Contingent repayment plan and my employment is certified every year. I meet all of the requirements but their customer service repeatedly told me I had no qualifying payments. After my last inquiry, I emailed customer service again in XX/XX/XXXX and asked why. I received a reply that they needed to conduct a manual review but to continue making payments and they would get back to me. I finally received a " reply '' today which told me nothing.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Filed for an income-driven repayment plan in XX/XX/XXXX. Fedloanservicing stated that I needed XXXX 's tax returns to complete my application for income verification. Prior year 's tax returns were not an option when filling out the application. They provided other options such as a pay-stubs, certified statement from employer, or proof of self-employment. I'm self-employed so any required forms from an employer are non-applicable. In XXXX I filed an extension for my income taxes which meant I wouldn't be filing until XXXX. I received an email on XX/XX/XXXX, stating they were unable to process the income drive request form due to a lack of income verification I called and notified Fedloanservicing that I wouldn't be filing until XX/XX/XXXX. They said they would accept XXXX 's tax return. I submitted the tax return and my income-driven repayment plan was accepted. The monthly payment was modified to {$0.00} retroactive of XX/XX/XXXX. I was notified via email by the credit bureau that I received seventeen 90-day late delinquency accounts posted by Fedloanservicing in XX/XX/XXXX. In XXXX, I called Fedloanservicing to remedy the situation. Fedloanservicing refused to remove the delinquencies from my credit report stating the items were reported accurately at the time. I informed them when submitting the application, there was only a field for XXXX 's taxes which I didn't have. It was the only thing missing from my application. The email sent on XX/XX/XXXX did list XXXX 's tax return as a method of income verification. It was not an option until I spoke to a representative.
Company Response:
State: CT
Zip: 06606
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: Was mislead by the customer services Representative. The interest is burying me in deeper debt. Fedloan never mention the interest rate when consolidating my loans. Also also qualify for cancellation of my loans thru the Department aid Education and My loans are still occurring interesting in which I wasnt aware of When Fedloan offer me a program that will lower My monthly payments
Company Response:
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX Hello Consumer Financial Protection Bureau : I am a XXXX XXXX XXXX and was finally accepted by the Public Service Loan Forgiveness Program in XX/XX/XXXX. At the time, my loans totaled {$25000.00}. My monthly repayment was at {$40.00}. But it has progressively increased and now it has climbed to {$290.00}. I called the servicer, Fedloan, multiple times but no luck ( long wait and no callback ). And when I called this week, I heard a message about customer centers closing down due to Covid 19. Yesterday, I tried to send an email on Fedloan 's website, but it failed. My email was dropped. I am very concerned as the amount past due increases. As a XXXX XXXX XXXX, I have had only a 3 % pay increase per contract ; I did earn extra income XXXX XXXX XXXX but it went to buying a car to replace my 14-year sedan that was beyond repairs. In short, I am filing a complaint on the poor customer communication provided by Fedloan, and more importantly, on the way how repayments are calculated because what has happened to me is unfair and impossible for me. I look forward to hearing from you soon. Thank you! ~XXXX
Company Response:
State: HI
Zip: 96814
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A