Date Received: 2020-03-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To whom it may concern, I have been trying to managing this process with the TEPSLF opportunity since XXXX. Attached is the letter I received from FedLoans denying me the TEPSLF because the expected monthly income driven payments did not match what Fedloan Servicing was automatically ACH from my checking account so the reviewer automatically denying my appeal. The attached letter from FedLoan Servicing states my monthly income driven payments should have been {$230.00} which would have totaled {$2800.00} over twelve months. Below is a copy of all my payments from XX/XX/XXXX to XX/XX/XXXX. If you add up all my payments plus the additional chucks of money I sent in as extra payments over the twelve months, my payments add up to be {$4600.00} and please note that my monthly deduction amount was adjusted to {$130.00} effective XX/XX/XXXX. When I received the letter dated XX/XX/XXXX, which I attached a copy. I called Public Loan Forgiveness and spoke with a representative ( id # XXXX XXXX XXXX and I explained everything to her. She advised that she would submit an appeal to the Service Recovery who in turn would have the Treasury Management Team review my account. That conversation took place in XX/XX/XXXX. I have called XX/XX/XXXX as well as XX/XX/XXXX and was advised there is no updates to my account. This is unacceptable! I called again this morning and was basically told this issue is still being reviewed. The other thing I was told was that the payment plan I am on does not exist anymore. I am very frustrated! I have paid over {$1800.00} extra compared to the monthly income driven payment plan. I feel like I am be punished for paying the ACH payments for my student loans. All I asked was for my account to be reviewed again because obviously the person who reviewed my account originally did not consider the additional payments I made to my ACH monthly payments. The customer service department has not helped me and whenever I have asked to speak with a manager I have been ignored and circumvented to another representative or told that there are no managers available. Date Description Category Amount XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan XXXX {$130.00} XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan XXXX {$130.00} XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan - {$130.00} XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan XXXX XXXX XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan - {$130.00} XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan - {$160.00} XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan - {$160.00} XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan - {$160.00} XX/XX/XXXX FEDLOANSERVICING Extra Payment Student Loan - {$630.00} XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan XXXX {$160.00} XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan - {$160.00} XX/XX/XXXX FEDLOANSERVICING Extra Payment Student Loan - {$1000.00} XX/XX/XXXX Withdrawal ACH FEDLOANSERVICING/TYPE : STDNT LOAN ID : 9 Student Loan - {$160.00} XX/XX/XXXX Withdrawal Ach Fedloanservicing Student Loan - {$160.00} XX/XX/XXXX Withdrawal Ach Fedloanservicing Student Loan - {$63.00} XX/XX/XXXX Withdrawal Ach Fedloanservicing Student Loan XXXX {$160.00} XX/XX/XXXX Withdrawal Ach Fedloanservicing Student Loan - {$160.00} XX/XX/XXXX Withdrawal Ach Fedloanservicing Student Loan XXXX {$160.00} XX/XX/XXXX Fedloanservicing Extra Payment Student Loan - {$670.00} XX/XX/XXXX Withdrawal Ach Fedloanservicing Student Loan XXXX {$160.00} XX/XX/XXXX Withdrawal Ach Fedloanservicing Student Loan - {$160.00}
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Dear CFPB, I am submitting a complaint to CFPB due to the denial of TEPSLF ( Temporary Expanded Public Student Loan Forgiveness ) I received on XX/XX/XXXX. Attached is a copy of my TEPSLF request and the denial. The TEPSLF denial states that I do not qualify for forgiveness under the TEPSLF because I have not been in repayment for at least 10 years on my Direct Loans. The TEPSLF was created in 2018 Congress to help borrowers who had fulfilled their public service but who were, unbeknownst to them, in the wrong repayment plan. The TEPSLF was created for my exact situation. My lenders, XXXX XXXX and XXXX did not advise me that my loans were not the correct type to qualify for PSLFP. I made 99 monthly payments from XXXX through XXXX. I only learned that I needed a different loan type when I applied for my annual IDR renewal. I have now met all of the criteria for the TEPSLF however was denied. 1 ) I have made over 126 monthly qualifying payments ( 120 is required ) 2 ) Both of my loans are Direct Loans 3 ) I have worked for the XXXX XXXX XXXX XXXX for 15 years and am still working there. Fed Loans has now set my PSLFP completion date in XX/XX/XXXX which is well past my retirement date. I was unable to attach my packet of pertinent student loan documents because it was just over 10.7 MB. If I can send it to you another way please let me know. Thank you for your review and consideration. Please let me know if further information is needed. Thank you kindly!
Company Response:
State: OR
Zip: 97477
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-02
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I had an income based repayment and now they are stating that they can no longer to it ... I cant get a job in the field I went to school for because this school wasnt accrediated ... I dont understand why I'm even needing to pay these back when they should be forgiven.
Company Response:
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-02
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I currently have student loans which where in default and entered into a rehabilitation program. For reasons I still can not understand, I was forced to perform the 10 month rehabilitation program for two times because the program did not debit a payment and stated that I allegedly did not qualify and did the process again. I have been repaying my student loan for a couple of years in a direct repayment program and my balance is almost the same. I also noticed that the principal amount of my student loans are as follows : XXXX XXXX with Owner : XXXX XXXX : PHEAA Original Balance {$25000.00} Principal Balance {$32000.00} an increase of {$7200.00} Original Balance {$30000.00} Principal Balance {$39000.00} an increase of {$8600.00} Between these two loans there there is an increase in principal of {$15000.00} and I have been paying over $ 400 monthly during the past couple of years via a direct repayment program. Why is the principal so high and an additional {$15000.00} and besides that is has not increased after having made a couple of years payment. Please assist in how to proceed, options and assistance. Thank you, XXXX XXXX XXXX
Company Response:
State: PR
Zip: 00716
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On or about XX/XX/XXXX Fedloan Servicing inappropriately sent my account into default. We had sporadically been late or had fallen behind due to a serious medical condition, but were told by Fedloan after multiple calls we were still in good standing. Around that time the Dept. of Education ( DOE ) notified me that I had to go through a loan rehabilitation due to reporting from Fedloan. We reluctantly agreed to and entered the rehab XX/XX/XXXX and successfully completed the program XX/XX/XXXX. During this time, our mutually agreed payment was being remitted to the DOE since no other instruction was given during this time to change payment elsewhere. After many hours of corresponding with the DOE and Fedoan I discovered the DOE would forward the payment every 3 months to Fedloan. During the entirety of the loan rehab and up until today, Fedloan has been sending negative damaging information to all credit reporting bureaus due to an ongoing administrative error on their part. This has caused extreme financial hardship to me and and my family to the point that it has essentially ruined our lives. This company is extremely difficult to contact and work with to try to settle the dispute. I have spent hundreds of hours on the phone, online, direct mailings and filing dispute forms as well as providing proof of timely payment to them or the DOE. The most recent dispute was filed several weeks ago with once again no response. This company has the worst customer service I have ever experienced. I will furnish all supporting documentation upon request. I will not waste more time proving my compliance to the loan conditions that the DOE and Fedloan had set forth until I have assurance this forum is real and intend to pursue this complaint.
Company Response:
State: OH
Zip: 44131
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-01
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I finished graduate school and my loans were due again. The payment was {$450.00} not including the new loans from my XXXX degree. I called to ensure my income repayment plan was in place in XXXX of 2019. They informed it was in place and my payment would be lowered and to wait for the system to properly apply my repayment plan. I sent two {$200.00} payments during this time to show I was attempting to repay the loan. After two months I owed the company {$800.00}. I called In XXXX of 2019 to see if my plan would be updated. They informed me that there was no plan in processing. I asked for options and they suggested a graduated repayment plan and we agreed on a payment I could afford. In XXXX, I called to confirm the details again. On XX/XX/XXXX I would pay XXXX to fedloan as part of my repayment plan for both the loans from under graduate and would also include my loans from graduate school. This was what we discussed. On XX/XX/XXXX I logged in to discover I owed Fedloan over {$2000.00} in missed payments and they had been negatively credit reporting me. I had been told once my new plan was in place my account would be brought to current those payments would no longer be owed and negative credit reporting would stop. None of that had happened. Fedloan called me that same week to collect a debt and the employee confirmed the details I had already been told including the cost of the payment, account brought to current, and ending negative credit reporting but that the plan would not take effect until XX/XX/XXXX. I logged in this last week to confirm the details to discover I still owed the company over {$2000.00} in missed payments and a letter saying my payment plan had been denied because I hadnt made three consecutive on time payments. Despite the fact I told them I could afford the payments and that I had been told it wouldnt matter once this plan was put in place. This is common with Fedloan. The only recourse offered is usually forbearance where the owed payments its rolled into the principal of the loan. This means if you cant afford payments they elongate your loan by dragging out the approval process to rack up several missed payments which cant be repaid ensuring the borrower will be unable to pay off the loan. Additionally, through negative credit reporting they can prevent you from re-financing because they have hurt your credit. And lastly, I cant move to another loan serviced so Im stuck trying to get an affordable repayment plan with company whose only interest is keeping me trapped in this loan as long as possible. It is impossible to hold them accountable. Please help.
Company Response:
State: NC
Zip: 27545
Submitted Via: Web
Date Sent: 2020-03-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been submitting ECFs since XX/XX/XXXX. As of 2 years ago my PSLF payments were accurate however for some reason two years ago they reset to zero. When I called FedLoan and emailed they stated that they would be working on the case to review and update it. After a year of no response I reached out again and still given the same reason of they are working on it. I finally reached out to CFPB several months ago to help address this issue and as of XX/XX/XXXX it was addressed via your help and the PSLF payments were updated. However the counts were slightly incorrect. I have attached their documentation for clarification but the line with " XXXX XXXX XXXX XXXX '' should be 36 payments instead of the listed 32. The line with " XXXX XXXX XXXX XXXX '' should be 27 instead of the listed 25. The final line with " XXXX XXXX XXXX XXXX '' is correct at 12.
Company Response:
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2020-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The information regarding Fedloan Servicing for the Installment Loans has the payment history incorrect. I have filed forbearance in the past to ensure that my payment history was not impacted. During the alleged late payments, I was experiencing great financial and living hardships. I was homeless for so many years and did not start to get back on my feet until the last 8 months. I had no shelter to live in and finances were tough to come by and I had already submitted a request to have this information removed from my payment history. The company did not send me anything in writing stating if this has been full removed and updated internally as well as with the 3 credit bureaus. Please get my history updated to reflect as on time 100 % payment history. I should not be penalized for not always having access to my account and for not being able to keep up with payments, when it should have been under hardship forbearances, due to my inability to make ends meet. Since I been back on my feet, I have proven and shown that I can maintain exceptional payment history. Thank you.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2020-02-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Fedloan, changed my Income Based Repayment from XXXX a month to almost 900. When I called and questioned they said I was missing paperwork and it was my fault, I questioned them about what paperwork and why I wasnt contacted regarding the missing paper they said it was a mistake on their end and that they will resolve. After speaking with an escalated case manager I was issued the difference of around 500 dollars, which I was told I was getting my refund back at the end of the month, now another representative actually laughed and said no it takes up to 50 days! I called again and was on phone for almost an hour because now it shows that my payment is late and that I owe them XXXX, I call and to no help and the representative actually questioned me to when Im making my payment and to reinstate my auto debit. I call daily and everyday I get a different answer and made to feel inadequate.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I entered the Public Service Loan Forgiveness program last year and began making monthly payments. However, my student loan payments are not being applied to the PSLF program. In addition, my monthly payments be applied across all of the loans interest, instead of specific loans, making it nearly impossible to pay off the student loans. Finally, the student loans on my credit report show a higher balance due than the credit limit. I believe this is impacting my credit score since theyre installment accounts. On all these revolving accounts the balance due can not exceed the high credit limit or my credit score gets hurt rapidly. FedLoan has not provided a document, with each loan number listed, showing the high credit limit matches the balance.
Company Response:
State: WA
Zip: 98108
Submitted Via: Web
Date Sent: 2020-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A