Date Received: 2020-03-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am enrolled in the Public Service Loan Forgiveness Program ( PSLF ). My student loans are all serviced by Fedloan servicing. I graduated XXXX school in XXXX of XXXX. After 6 month grace period on my student loans which include : Direct Subsidized Loans and Direct Unsubsidized Loans, I consolidated my loans with Fedloan servicing. I have attached my welcome email to this complaint. At this same time I enrolled in PSLF through my employer XXXX XXXX XXXX as a XXXX XXXX. I supplied my initial Employment certification at this time and approval is attached to this email. I provided updated Employment certifications throughout my 5 years in residency at XXXX XXXX XXXX. I made my monthly payments according to Income Based Repayment ( IBR ) and updated my income yearly through IBR recertification. I have attached a print out of my payment transaction history since my first payment on XX/XX/XXXX. There have been no missed payments, and no late payments. On the Fedloan website I was able to track my payments toward PSLF and they were correct each time I updated my employment certification. On XX/XX/XXXX I received an email from Fedloan servicing welcoming me as my new loan servicer. I called customer service and was told that due to the amount of interest that had accrued on my account that my loans had now been split into 2 and that the system recognized this as a new loan. Also at this time the payment calculator for PSLF was no longer accurate based on my previous payments. I was told that the payments would have to be recounted and the count would be readjusted. On XX/XX/XXXX I started as a XXXX at XXXX XXXX XXXX at XXXX University. I submitted an employment certification form to continue PSLF. In XXXX of XXXX I started as a XXXX XXXX at XXXX University through the XXXX XXXX XXXX. I submitted an employment certification form to continue PSLF. At this same time there had been no correction made to my account regarding payments toward PSLF. I was again in contact with customer service at Fedloan who requested that I resubmit all of my employment certification forms to ensure that there were no gaps in the dates of my employments. I requested new forms from my employers. I have attached the letters approving the employment certification for XXXX, XXXX, and the XXXX XXXX XXXX. You will note that the form from XXXX only shows approval for 2 weeks of employment. The original letter of acceptance for the remainder of my employment is no longer available on the Fedloan website for download. I have attached my employment certification for to this complaint to include the correct dates. On XX/XX/XXXX I once again called Fedloan customer service as the count for PSLF had been changed from 0 to 16 which still was not a correct reflection of my payments toward PSLF. I was informed at that time that a manual count had been completed but that due to the system having separated my original loan into 2 loans for accrued interest my previous payments and bills prior to XXXX of XXXX when the loan was split by Fedloans. The agent- XXXX XXXX XXXX stated that she would enter a request to reactivate those bills and payments and would request another manual recount. I received an email from Fedloan today XX/XX/XXXX that PSLF case had been reviewed and that my account was updated. I signed into my account online and no changes had been made to my payment count toward PSLF, the count remained at 16. I called Fedloan and was told that they are not accepting calls for PSLF at this time. I have been attempting to resolve this issue since XXXX of XXXX without success and despite clear indication that the issue stemmed from the actions of Fedloan initiating a unrequested division of my loan for which they are the servicer, they have not been responsive in providing a resolution.
Company Response:
State: IL
Zip: 60611
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loans transferred to FedLoan Servicing because I am contemplating PSLF in the distant future. I didn't want this transfer to occur, but that is the Dept. of Education process. I was informed by email by FedLoan Servicing on XX/XX/20 that my loans were being transferred. When I called them, I was told by a FedLoan Servicing customer service agent that I would need to re-request for an income driven repayment plan in order to keep the plan I had under the previous servicer ( XXXX ). I requested on XX/XX/20. My online account and mail communication said I would receive an answer back by XX/XX/20. I did not have a payment due in XXXX XXXX XX/XX/20 should have been the due date ) because in this transfer process they applied a forbearance of some sort without asking me. I made a normal payment equal to my previous months on XX/XX/20 to FedLoan Servicing. I did not receive any notification about my request by XX/XX/20. I called to inquire and was offered that they could expedite the inquiry into the request and that would take 10 days. By XX/XX/20 I still had heard nothing back about my original request or the expedited inquiry. I was no showing a balance due that was over 10 times larger than my normal payment. I called on XX/XX/20 to try to get to the bottom of this. From initial call until the end of the interaction was 2 hours and 54 minutes, the vast majority spend literally waiting with hold music and I also waited for initial call back. Over an hour of this wait was just because the person who answered my original call literally can't answer anything about income driven plans. Once I was connected to an appropriate agent ( XXXX ) her computer promptly froze and she booted me back to the queue. Over 30 minutes later she was the agent that picked my call back up, and again, conveniently, her computer froze. Because there was only 30 minutes left during their normal hours of operation, I asked to speak to a manager. This manager at least had a working computer and seemed twice as competent as anyone I have every spoken to at FedLoan Servicing. It turns out they never expedited my inquiry into my income driven repayment request ... instead they sent an inquiry about whether my XXXX payment could be counted as a qualifying payment for PLSF. This manager acknowledge to me that they never should have given me a huge bill for XXXX because my existing plan wouldn't have reset until XXXX anyways. She put in an expedited inquiry regarding my original request from XX/XX/20. She advised me that I probably shouldn't pay the full amount due because I should never have been billed for the much larger amount that was not consistent with my original income drive repayment plan. I made a payment on XX/XX/20 that was equivalent to what I have been paying for months. I don't have an estimate of when they will process my income driven repayment request at all. I assume in XXXX I will now be billed for 10 times what I had been paying each month, despite my income only rising a few percent in the past year.
Company Response:
State: FL
Zip: 32608
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
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: I have not received confirmation not certified testimony that your offices complied with the FCRA and all its mandated rules when it comes to reporting accurately. Therefore, you are to present to me with a certificate in testimony that the fraudulent inquiries presents in Exhibit C are in fact compliant and not subterfuge? ( Copied from AFFIDAVIT** ) All items listed in Exhibit B are fraudulent, invalid, inaccurate, not timely, and carry no documented evidence of their existence.To the least they have not be authenticated as per my requirements as you are damaging my character, creditworthiness and well-being by falsely stating those fraudulent non-compliant unverifiable inquiries on my report. ( Copied from AFFIDAVIT** )
Company Response:
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-17
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: My repayment amount had increased by {$300.00} appr. 2 months ago. When I called to find out why I was told that I requested consolidation for all of my loans, even ones that were not in repayment. I never submitted such an application. I was also informed that I was no longer enrolled in the public servant loan forgiveness program despite making substantial loan payments in this program. The company has done nothing to address this complaint.
Company Response:
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I initially had all my subsidized student loans through XXXX. I had an automatic payment set up with XXXX so the money was always automatically drawn. I switched to the income based payment plan and student loan forgiveness program. The representative that I was speaking with at XXXX said nothing would change and not to worry about it. I have 3 other companies with student loans paying over a grand each month so I wasn't noticing the XXXX XXXX, for that one and was assuming I was covered after speaking with the representative. That was back in XXXX and now In XXXX, I finished flight school and need to move and refinance my house. My credit is ruined because of this loan I was told not to worry about. I called XXXX and they didn't even have the loan. Fed Loan had the loan and I had no idea who they were. XXXX gave me there info. I didn't see anything from FEDLOAN, as far as them reaching out to me. I saw some things when I searched my spam folder for them. I had to pay XXXX XXXX to become current and it cost me XXXX points on my credit score. It was totally unreasonable and their customer service was total garbage. No way to help me or file a dispute on their website. The only loan I have an issue with is the government one. Their customer support is the worst. I started the automatic payment plan but working with Fed Loan is an absolute disaster and I'm doing what I want to do whatever I have to make this as painless as possible and pay what I need to each month.
Company Response:
State: FL
Zip: 32583
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello My name is XXXX XXXX XXXX And all 3 credit bureaus is showing student loans by XXXX that are currently on deferment and that at some point in the past I was not aware that the loans had become due. No letter was forwarded to me till I notice on my report it shows late payments for 120 days. Currently my loans had been in deferment since XXXX and they still showing a negative mark that the 3 credit reports refused to fix. I also have a debt from accounts that had been satisfied by Pheaa and still showing negative. I also had a loan by regional acceptance which has been satisfied since XXXX and still showing on my credit report as negative. A collection from XXXX incorrect amount and incorrect information because I was not aware of the insurance debt with the general insurance. All this items should not be in my credit report. Falsely damaging my credit and servicer as well as the 3 reporting bureau refused to remove it. I need your help. Thank you XXXX XXXX XXXX
Company Response:
State: PA
Zip: 19134
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loan accounts ( 10 of them ) by FedLoan reports 4 months of late payments which my account was ( and still is ) in Forbearance during those months. Account has been in forbearance since XXXX XXXX XX/XX/2020. NO LATE PAYMENTS Should be reported. During those dates. I had tried disputing it through all 3 credit bureaus as well as With the creditor ( FedLoan ). They incorrectly updated by credit report to show that my forbearance will start XX/XX/2020. This is incorrect. When I called FedLoan they said I could not speak to anyone in any department to correct this issue. 4 months of late payment on 10 Student loan accounts =40 negative hits on my credit score.
Company Response:
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-14
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: I was shocked when I reviewed my credit report and found late payment on the dates below : XXXX XXXX XXXX XXXX XX/XX/XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX and XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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, or the payment was not applied as fast as expected. I check my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response:
State: TX
Zip: 75230
Submitted Via: Web
Date Sent: 2020-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In 2017, i was contacted about refinancing my loans to get one payment with a lower interest rate through a company called XXXX. They were a third party company that does everything to get your loan transferred to a different company. That company was XXXX. Not only did they lie about where {$100.00} a month was going ( should have been going to my student loan ) they were putting that in their pocket. When i wrote in a letter to cancel my subscription the mail got forwarded back to me and when i called the number no longer existed. My XXXX payments were $ XXXX monthly for a year. When it was time for a new recert of my IDR and many hours of talking to XXXX on the phone it turns out that the XXXX people told them that i was single with XXXX dependents. Which is not true. Im married with XXXX dependents. XXXX didnt want to deal with it anymore and transferred all my loans over to FedLoan Servicing. FedLoan is now trying to charge me $ XXXX/month. Which i can not afford, when before i consolidated i was only paying around ~200 using XXXX XXXX and XXXX before the consolidation. The whole system is extremely XXXX up.
Company Response:
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-13
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: As a borrower, I have been paying back my student loan debt ; however, and per usual Fedloan has not acknowledged any aspect of my complaint - that I have not been credited for payments totaling over {$26000.00} + over {$3000.00} in accruing interest. When I contacted FedLoan again throughout XX/XX/XXXX - and since XXXX - the statement Fedloan mailed to me on XX/XX/XXXX is missing {$26000.00} + over {$3000.00} in accruing interest and the response I receive is keep submitting additional records. I have years of detailed records showing my payment history and Fedloan mistakes. I am asking for assistance and protections granted to borrowers under the law. Thank for so much for your time and consideration in this mater. Respectfully, XXXX XXXX
Company Response:
State: WA
Zip: 98277
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A