Date Received: 2020-01-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been given conflicting information each time I contact FedLoan. I am a school teacher that has worked in a Title I school for over five consecutive years. I have payed over eight years on my loans and was due to have the rest forgiven within the next two. As a reward for my service, I was granted {$5000.00} in forgiveness ; however, I wasn't told that in doing so I would have to pay another ten years on the loan? That doesn't even mathematically make any sense. Once I discovered this and attempted to rectify, I requested that they add the {$5000.00} back on and allow me to pay off the remaining two years that I agreed to. They offered no resolution. There is no single person assigned to each case and there is no office to go into and speak with someone. Every time I call I get different and conflicting information and no one will assist me in clarification or a resolution. The last time I wrote to them and called, they said that I signed a contract ; however, the legal jargon they use is incredibly confusing. I didnt understand the contract ; the people on the phone refuse to explain anything and when they do, its usually wrong. It doesnt even make sense that that option even exists. How are my payments for the last 5 years negated?? It seems now that its simply a way to trap people that dont have law degrees. I'm a public servant that is supposed to have the support of the government and instead, I'm being financially abused. I'm in charge of educating our youth and am being punished for furthering myself to be the best teacher I can be. It's not right.
Company Response:
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have called FedLoan multiple times since the last time I filed a CFPB complaint and they have been unable to fix an issue in which my account shows I owe money when I do not. In summary, over the past few months FedLoan gave me incorrect information and accidentally approved me for a repayment plan they were not supposed to approve me for which held up placing all of my loans in a REPAYE plan. I filed a CFPB complaint last month about this issue and they finally placed all of my loans in a REPAYE plan and stated on XX/XX/XXXX in their response to the complaint that " Forbearance has been applied to your loans through XX/XX/XXXX. '' Since that time, I have received multiple notices stating I owe {$3500.00} even though a forbearance was supposed to cover all payments prior to XX/XX/XXXX. I am not supposed to owe any money for the time period during which Fedloan was fixing their issue and my account is not reflecting this. Therefore, a forbearance was not applied to my loans even though their response to my last complaint said it was. On XX/XX/XXXX I spoke to an agent with ID # XXXX who told me the forbearance was being processed and it would take 10 days. Over 10 business days later, the forbearance was not in place. I called back on XX/XX/XXXX and spoke with agent XXXX ( ID # XXXX ) who assured me my forbearance extension forms were in place and that by the end of the business day of XX/XX/XXXX my account should have adjusted. My account did not adjust. Today on XX/XX/XXXX, I called Fedloan again. I spoke to agent XXXX ( ID # XXXX ) who stated " the incorrect forms were filed. '' He assured me that he now filed the correct forms and said at this time it will be another 2 weeks until these forms are processed for my forbearance to be applied to all loans through XX/XX/XXXX.
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: PHEAA 's recent explanation to a closed complaint is extremely untruthful. I can show screenshots of the status of the Credit Report to substantiate my claims. PHEAA should be extremely careful when attempting to be overly confident with what it assumes is the truth. Basically, the information that they claim where they found nothing wrong with the Credit Reporting of at least 1 of the loans is without a doubt incredibly inaccurate. XXXX is still investigating this also, which tells me that PHEAA was prematurely assuming it had done nothing wrong without properly investigating. CFPB, PHEAA is basically putting little effort into resolving the complaints that come through to your portal, and this is obviously due to PHEAA deflecting the point of the Credit Report Status of ANY LOAN by trying to point out that none of the other loans were reported past 30 days. PHEAA did not accurately report when the account was past due. Currently the account is NOT PAST DUE, and so it should reflect that on all Credit Reports. The person or persons who wrote that statement is lying about what the Credit Report indicates.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I've been continuously employed in federal service since XX/XX/XXXX ( following my graduation in XX/XX/XXXX ). About a year after law school I consolidated my loans ( in XXXX ) and they were grouped into subsidized and unsubsidized loans. I've never missed a payment, and always paid the amount due on notices that I've received. I may have had a short deferment period ( though don't totally recall that, but my lender indicates I did ). Approximately 2 years ago I transferred my loans to fed loan servicing since I learned that, once I completed 10 years of public service, they would need to be with this service provider to process my application for forgiveness. In anticipation of this, I had been speaking with them about what payments qualified. I received an accounting about a year and a half ago showing a number of payments that would not be counted ( claiming I paid a penny less, for instance ). I was able to find documentation showing that I paid what I was told that I owed and a number of these payments were fixed and counted towards forgiveness. This spring I believed I had completed my 120 payments ( and then some ). I applied for forgiveness in approximately XX/XX/XXXX. In XX/XX/XXXX I logged on to discovery that, without contacting me, they had forgiven the unsubsidized portion of my loans. I spoke to them immediately and was told that as to my subsidized portion, they were having trouble getting information from my lender for a time period around XXXX and that was why those hadn't yet been forgiven. I was told they would expedite this process. In midXXXX I again spoke with them and was told no one was expediting anything, that it could take up to a year ( but that this was highly unusual ) to process an application for forgiveness. I was given next to no other information or guidance on how I could move along the process. I was told I would receive another accounting explaining the status of this loan and what payments qualified. Several weeks later, I have still received nothing. Additionally, the loan that was forgiven was overpaid by approximately {$1700.00} while I was waiting for them to act on my forgiveness application. I was told that money would be sent back to my by the federal government and that it should take at least 30 days. Two months later, after receiving nothing despite repeated promises that the money would be sent to me, I was told that it was applied to my remaining loan balance. That loan is now in overpayment status as a result, which also means I am not getting credit for additional payments ( or for the " payments '' that would have been covered by the {$1700.00} of my own money that was applied to the loan ), though I am well over 120 payments at this point.
Company Response:
State: MA
Zip: 02149
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am attempting to recertify my Income-Driven Repayment ( IDR ) plan. I have done this in past years with no problem, but this year is the exception. I completed the IDR recertification process on studentaid.gov on and was informed I needed to submit additional materials to my loan servicer due to my spouse 's change in income. I have had to do this before, and did not have a problem in the past. I gathered my income information - most recent pay stub - and my wife 's information - a pay stub and a receipt of payment for XXXX XXXX XXXX she provides - along with information regarding frequency of payment for all income and submitted it to my loan servicer, FedLoan, on XX/XX/2019. On XX/XX/2019, I received a notification that my IDR application was incomplete, and was further notified I would receive a letter detailing the reasons my application could not be processed. To date, I have not received this letter. I immediately attempted to call FedLoan to discuss what the problem was, only to find that their " customer service '' number is a completely automated answering system with no ability to speak to an actual human - all button choices result in the system repeating in an infinite and infuriating loop. I drafted a letter further explaining my and my spouse 's income, explaining that no other documentation exists, and asking that FedLoan consider my narrative further documentation of my income. I submitted this letter through FedLoan 's online documentation system on XX/XX/2019. After a week, I had not heard from FedLoan, nor had I received the letter they claimed they sent me. On XX/XX/2019, I sent an email through the FedLoan internal email contact system, alerting them that I had not received the letter and asking that they forward it to me through email or through their electronic document delivery system. On XX/XX/2019, I received what appears to be an automated email response from FedLoan, which did not address the fact that I still had not received the letter they claimed to have sent me. Instead, the email merely stated " We have received your request of an Income-Driven Repayment ( IDR ) plan on XX/XX/2019 and your proof of income on XX/XX/2019. Once your request is processed, we will send you a notice with the results. '' This email encouraged me to reach out to their " customer service department '', the aforementioned automated system with no possible human interaction. On XX/XX/2019, I again received notification that FedLoan was unable to process my recertification request and an assertion that a letter would be sent to me detailing why they could not continue with my request. The first purported letter has still never arrived. I then sent FedLoan a message through their internal email contact system and demanded they immediately contact me to discuss their inability to process my request and alerted them to the fact I would be filing this complaint.
Company Response:
State: IA
Zip: 510XX
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, In XXXX FedLoan did not receive my updated annual income information during the recertification window for my income-driven repayment plan because I missed the deadline. As a result, the interest on my two student loans was capitalized. I have student loans from attending XXXX XXXX XXXX from XXXX. {$51000.00} was capitalized on my unsubsidized loans and {$6800.00} was capitalized on my subsidized loans. At an annual interest rate of 7.63 % that equals approximately {$4400.00} more interest every year. FedLoan said they mailed a letter notifying me of the re-certfication deadline/window. I never received it. They said they sent an email. I did not receive it. I asked why they didn't call or send a certified letter. They have not answered. I've asked for a copy of the Communication Log for my account showing the email was sent. I have not received it. I have paid on time for 9 years. I think it's a simple mistake, and now it will cost me approx $ XXXX of additional interest over the next 15-16 years. I feel denied Due Process. A simple phone call could have notified me. A simple voicemail if I did not pick up. A second letter in a brightly colored envelope, etc. So many practical options to get a borrower 's attention. I have asked them to reverse the capitalization. They have refused. I spoke to many different reps and received inaccurate information about repayment plan options. I also would have hoped they would have told me about the REPAYE Program when my interest capitalized without me knowing in XXXX. Instead, I discovered REPAYE Program in XX/XX/XXXX and enrolled. I eventually hired a student loan negotiator. He wasn't able to help. Thank you for your time. I'm happy to answer any questions. Sincerely, XXXX
Company Response:
State: CA
Zip: 92675
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I went to XXXX college from XXXX. Received a loan from XXXX. When XXXX went bankrupt in XXXX?, I joined FedLoan for loan repayment. In XXXX, XXXX, i received an email stating that FedLoan is being investigated sued by the US government, and 8 other states for fraud. In the email, they stated to contact FEdLoan for the status of my loan. Upon contacting FedLoan, i was unsuccessful for the next 2 weeks in contacting the. In addition, i sent several emails regarding this manner to my FedLoan agent, as well as tried to contact FedLoan via phone several times, all with no response and FedLoan did NOT reach out to contact. On XX/XX/XXXX, they took their monthly payment out of my account at XXXX XXXX XXXX. I contacted XXXX, informed them of the situation and asked for a FREEZE on all transactions between FedLoan Student Services, and my bank account. This morning, i noticed that FedLoan had taken out a payment without my permission. In this instance, FedLoan added letters to the end of their name, in order to bypass the Freeze within my account with XXXX XXXX XXXX, and were successful in retrieving their monthly payment, without my permission. I have contacted my bank and informed them of this issue.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My federal student loan servicer is FedLoan Servicing and I have been working toward Public Student Loan Forgiveness. FedLoan is missing three of my qualifying payments in their records and I requested a review in XXXX XXXX in order to locate the payments and have them added to the list of my qualifying payments for PSLF. This review has not yet been completed. I called FedLoan again on XXXX XXXX, XXXX ( 14 months later ) and FedLoan can't take a second request for a review of my account until the first review is complete. FedLoan could not provide an estimate for how much longer the review will take.
Company Response:
State: NH
Zip: 03104
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was divorced in 2004 and I agreed to take the school loans in my divorce. Our loans are consolidated. Therefore, they are wanting to take my tax return and my ex-husbands tax return including his new wife 's income and base my monthly payment on that total income. I have spoke with numerous people and they quote me from {$500.00} a month to {$1000.00}. I am a single mother and have no means to pay that kind of payment. My credit score went down 43 points in one month due to my PHEAA student loan account balance increasing by {$100.00} from {$29000.00} to {$29000.00}.
Company Response:
State: OK
Zip: 73159
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: mY COMPLAINT IS WITH XXXX XXXX. MY REPORT HAS BEEN FILLED WITH INACCURACIES THAT I HAVE BEEN ADDRESSING SINCE XX/XX/2017. MORE RECENTLY XX/XX/XXXX. I AM A XXXX VETERAN AND LOOKING TO BUY A HOME FOR ME AND MY FAMILY. I HAVEN'T BEEN ABLE TO OBTAIN HOME LOAN BECAUSE OF ALL THE MISINFORMATION THAT IS LEFT TO MIS REPRESENT WHO I AM AS A RESPONSIBLE LIVE PERSON IN SOCIETY. IM AWARE OF MY RIGHTS, AND ID LIKE XXXX TO BE ADDRESS ES OF THE ERRORS THEY CONTINUE TO FALSELY REPORT.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A