Date Received: 2019-12-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This is in reference to a case I opened 3 years ago. Case XXXX. I've done everything they've asked and provided the appropriate information, I keep paying on time and they are still unwilling to work with me and my situation. They have drastically increased my monthly payment. I also qualify for the Service Members Relief program, but they make this process extremely complicated for us service members. I've made more payments to my loan than they have on record for the Service Members Relief Program. I have no idea how to figure out this company. I am constantly XXXX with the XXXX XXXX and I literally do not have the time to keep verifying my military status and paychecks. I hate to reopen this case but I am once again left without any more options. Literally worst loan service I've ever worked with.
Company Response:
State: NC
Zip: 28401
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Fedloan servicing has processed my income based repayment monthly payment in error. I have attempted to call and after 2 hours of 3 phone calls, they did not fix the problem. 1. My husband and I both use fedloan. 2. We file our taxes jointly. 3. His recent IBR was processed to a payment of $XXXX a month. 4. Mine was not processed and stated there was an error. I was asked to resubmit mine. Once I did and it was reprocessed, my payment doubled to $XXXX, as if my husband wasn’t paying his. 5. I need this corrected as a) I normally pay $XXXX a month, and b) my income has reduced, so it makes no sense for my payment to be increased.
Company Response:
State: CA
Zip: 90049
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2019 @XXXX MDT - I called FedLoan Servicing at XXXX.I called FedLoan Servicing to enroll in the PSLF and FedLoan Servicing Agent stated I did not qualify because my loan type is not a Direct Loan.I qualified for PSLF under the following conditions:- I made 124 payments. - I have worked for Public Service for 16 years.- I qualify under the College Cost Reduction Act
Company Response:
State: NM
Zip: 87120
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I would like to report PHEAAs unfair, deceptive, and abusive acts and practices that left me damaged financially. I am seeking to be made whole. I, along with my debt advocate XXXX, called PHEAA on XX/XX/XXXX regarding my defaulted loan balance. The customer rep was XXXX XXXX ( XXXX ). XXXX proceeded to explain PHEAAs rehabilitation program and asked me a series of questions to determine the amount I would have to pay monthly. One of the questions XXXX ( my debt advocate ) asked XXXX was whether my Federal Income Tax refund check which had been previously intercepted by the Fiscal Service of the Treasury Dept. would be intercepted upon establishing the payment program. XXXX response was that as soon as I enrolled in the rehab program, my tax refund check would no longer be intercepted and reiterated that I needed to complete my enrollment in the program while she had us on the phone. She then said I needed to sign some documents right away to start the process. She proceeded to send me documents via email that needed to be signed using XXXX. XXXX also processed an initial payment to verify my payment bank account. While on the phone, XXXX repeatedly asked XXXX to explain the terms ( fine print ) contained in the 10-payment agreement document that I was asked to sign while on the phone. XXXX mentioned multiple times that since there wasnt enough time for her to independently review the document, her presence on the phone call was to ensure that none of the terms would harm me or the debt management process I had embarked on. XXXX then said that she too was wary of my having my debt advocate on the call since she was also acting in my best interest and would explain everything on the document I was asked to sign. XXXX went on to explain the terms of the payment agreement and confirm yet again that my tax refund check would not be intercepted once I enrolled in the program that day. I signed the documents as soon as I received the email with XXXX on the line, with XXXX then verifying that I signed it correctly. I later filed my tax returns with my tax accountant in XXXX and to my shock, on XX/XX/XXXX ( XX/XX/XXXX ), I received a letter from the Treasury Dept. saying my refund check had been intercepted and sent to PHEAA. I emailed XXXX immediately to find out why this was the case because she had confirmed it would not happen. She did not respond until I called PHEAA after a week on XX/XX/XXXX and surprisingly got XXXX as my PHEAA for the second time. On the call on XX/XX/XXXX, I reminded XXXX of our call with my debt advocate ( XXXX ) on XX/XX/XXXX and asked why my check was intercepted and she said she had given me the wrong information that the rules were changed in XX/XX/XXXX that 5 successful draft payments were required to be made before interceptions could be removed from the rehab program account. I complained that she never gave me that information and I reminded her that my debt advocate ( XXXX ) specifically asked her more than once of PHEAAs rules on interception of refund checks. I made it clear that she misinformed me and that as a result of this misinformation, my refund got intercepted. I immediately requested that PHEAA release the check back to me to rectify this error and she said she had to speak to her supervisor and I was put on hold for several minutes. She came back and said the call transcript from XX/XX/XXXX was pulled and reviewed and it was confirmed she indeed gave me wrong information, but that her supervisor said the check would not be released. XXXX apologized for the wrong information and let me know it was now out of her hands. XXXX appeared to be aware of PHEAAs unfair, deceptive, and abusive acts and practices. I called back on XX/XX/XXXX to complain again and see if I could get remedy for the damages I sustained based on PHEAAs misrepresentation to me. I got rep. XXXX XXXX. I detailed my call on XX/XX/XXXX and XX/XX/XXXX and she looked at the notes on my account and said she could not do anything. I ask to speak with a supervisor. XXXX then put me on hold and came back and said the supervisor said the check will not be released. I was not allowed to speak with a supervisor. I ask to speak with the supervisor 's higher up and she put me on hold again and then came back and said that she was sorry that XXXX gave me the wrong info. The supervisors she spoke with were XXXX XXXX and XXXX XXXX. From the way XXXX ( on the second conversation ) and XXXX spoke to me, it appeared that these representatives are aware of predatory practices by PHEAA. At no pint was I allowed to speak with a supervisor despite my repeated attempts to speak with one. Each time the representatives went back and forth to speak with the supervisor and always ended up saying they did not have the power to do anything yet was never allowed to speak with the person that did. They acted scared and aware of unethical practices enforced by supervisors at PHEAA. On XX/XX/XXXX, I filed a complaint with the CFPB ( XXXX ) and PHEAA documented that a representative reached out to me on XX/XX/XXXX to discuss the requirement to have the offset cease. However, PHEAAs representation to CFPB was deceptive and in no way provided any resolution. In fact, they mentioned reviewing my tax returns which does not address their deceptive misrepresentation and the need to remedy the financial damages I sustained by their actions. An acceptable resolution is for PHEAA to return the check due to me that was wrongly intercepted. I was hurried asked to sign documents over the phone and despite repeatedly asking XXXX about the details of the program she was offering, she misinformed me about the details of the program. I did exactly as she instructed me to and as a result, my refund check was intercepted. During my call on XX/XX/XXXX, XXXX admitted to have given me the wrong information and spoke with her supervisor. She confirmed the call on XX/XX/XXXX was reviewed with the supervisor and confirmed she gave me the wrong information while urging me to sign the payment agreement documents over the phone. I would like this matter escalated because PHEAA has proven to be unethical, deceptive, and abusive in their dealings with me. The only acceptable remediation is for PHEAA to return the tax refund check in the full amount back to me.
Company Response:
State: TX
Zip: 76001
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Since May of this year, I've called AES about 8 times to prepare for a new repayment schedule that would begin after my Income Based Repayment Plan (IBR) would end (XX/XX/2019). The rep on that call gave me information and quotes on what different repayment options would be once the IBR ended. The rep provided instructions on how to move forward so that I would have a seamless transition to the new repayment schedule. I followed instruction and when I called back was told that I was given incorrect information. This pattern repeated for the subsequent 5 or so phone calls, all of which are/were recorded. After going back and forth for months, I received new repayment schedule options. I called back and accepted a specific option in which the rep agreed and confirmed terms. In order to make sure the correct amount is to be billed in setting up automatic payments, I saw that the repayment amount is ~$XXXX/month more than what I was shown in writing and agreed to over the phone with a rep that operates under authority from AES. This is breach of contract and the most egregious form of deceptive business practices. AES's intent is to defraud borrowers or their employees are so incompetent and negligent in their duties that AES has critical systemic failures at every level. I've tried to resolve this issue multiple times asking to speak with someone in a supervisory position to review the calls and call me to discuss. My intent is to repay my loan, but to do so within my rights and not be the victim of fraud. No one has called me back to date. AES's process is for a rep when asked to be transferred to a supervisor, to say okay and then transfer the caller to a senior rep, then the senior rep when asked to transfer the caller to a supervisor says okay and transfers the caller to a department lead. Systemic failures across the board. My next step is a lawsuit which will include a claim for punitive damages. The abuses are extreme. I've given AES multiple opportunities to rectify the issue amicably and they refuse to comply. I hope the CFPB can compel a response by someone that listens to all the calls and has the information, knowledge and capacity to resolve the issue to get on the agreed upon repayment schedule. If not, the matter will proceed to court. I suspect that I am not the only one that AES is trying to exploit.
Company Response:
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Some info is displayed more than once, same accounts appear after resolution.
Company Response:
State: FL
Zip: 32578
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: To Whom it May Concern, I have a dispute with Fedloan Servicing regarding incorrect reporting on my student loan accounts to credit reporting bureaus. I have a general forbearance that has been applied to my account ; however, this information has not been updated accurately and there is still a 90 day late payment listed for each of the accounts. Given that this has not been updated after conducting the dispute process with each of the credit bureaus, Fedloan Serving is in violation of FCRA 623 " Fair Credit Reporting Act ''. Since the dates of my general forbearance include the late payment mark, these should be removed to reflect the most up-to-date and accurate information on all accounts. Therefore, I demand that in order to become compliant with FCRA 623, Fedloan Servicing updates and submits the correct information to all three credit bureaus which results in 1 ) all accounts being up to date for the period of the forbearance and 2 ) removal of late payments on the account that are during the time period of the general forbearance. I request that I receive a response no later than 15 days after the receipt of this complaint.
Company Response:
State: MD
Zip: 20814
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/2019, I applied for PSLF with my then loan servicer XXXX. They responded by transferring my 6 disbursed loans to FEDLOAN Servicing effective XX/XX/2019. I am on a IDR plan and had made 18 qualifying payments on the due date ( effective the XX/XX/2019 certification date ) When FedLoan received it from XXXX, they only credited several of the loan accounts with the 18 qualifying payments. Some of them showed XXXX. If the monies had been recorded correctly, they should all have the same amount of qualifying payments. I have reached out to them numerous times. The email request said I should just look online for the updated number ( there was none ), and the only verbal phone call response was it may take months to review the case.
Company Response:
State: KS
Zip: 67212
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
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: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response:
State: CA
Zip: 90062
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX, I submitted paper work to have my PSLF payments counted and certified ti make sure everything is on the right track towards having 120 qualifying payments. Since then Fed Loans keeps saying that the count is pending and keep giving me the run around. To date I should have either 94 or 95 qualifying payments. My account currently says that I have 9. Over the last 15 months I have been in contact with Fed Loans ' customer support on a bi-weekly basis both by phone and email. I even have a " case manager '' and have also escalated things to this case manager 's manager several months ago and they have still not been able to provide me with any information or to give me an accurate count of my loan payments. 15 months is a ridiculous amount of time to wait for this information. Currently, the case manager 's manager is dodging my calls. I even provided Fed loans with copies of my bank statements for the payments they were " supposedly missing information on '' to no avail. Attached I have complied an XXXX sheet of all payments known to me. I have bank statements proving all of these payments except the one from XX/XX/XXXX-XX/XX/XXXX. But I would imagine that the Loan companies which are supposed to be tallying these payments should have records of these payments.
Company Response:
State: NY
Zip: 11566
Submitted Via: Web
Date Sent: 2019-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A