Date Received: 2019-11-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This complaint regards FedLoan Servicing and a parent plus loan. I paid my loans in full in XX/XX/2019. Because it was paid off sooner than 10 days, there was a credit balance due to me after the payment was made. Additionally, even though I instructed FedLoan not to process the next automatic payment, it did still did so. This raised the amount credit balance due to me. I have called FedLoan at least three times. I also have sent five emails to FedLoan. I received a letter from FedLoan confirming my loan was paid in full and nothing else is due. Even though FedLoan has confirmed my loans are paid in full, FedLoan refuses to pay the credit balance due to me. I have been given no reason for the refusal to pay these funds.
Company Response:
State: MT
Zip: 59801
Submitted Via: Web
Date Sent: 2019-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I consolidated all Parent Student Pus Loans with my bank XXXX XXXX and paid off all the loans including Fedloan Servicing in XXXX XXXXand I started paying XXXX XXXX for the loan. Then in XX/XX/XXXX, I started receiving emails from Fedloans Servicing and thought it was some glitch in their system. I continued to receive emails every month and I continue to ignore them until XX/XX/XXXX. I logged into the website of Fedloan Servicing to check what's the reason I am receiving the emails and I find out that I have a balance. I called and spoke to customer service explaining that I have proof of payments of three checks accompanied of three letters clearly stating the payment of the three loan in full. They told me that they received the checks and applied them to the account and they do not have records of the letters because it's another department that handle that. I sent them to them copies of the checks and the associated letters. I continued calling to follow up and during my follow-ups I explained to them that the account is paid in full and they should close the account. They refuse to do so and since they made the mistake by depositing the checks and disregarding the letters indicating the full payment of the account to clean there mess, they issued three treasury checks of the amount that paid in full the Fedloan Servicing in XX/XX/XXXX and sent the account to a collection agency. I received the three treasury checks, I wrote void on them and returned them back to them. The collection agency corresponded with me regarding the account, I sent them the proof of payment in full and I called them. They had nothing to say to me other than it's under investigation. I continued to contact the collection agency and at the end they told me that file is back to Fedloan Servicing and they will not contact me an more. In XX/XX/XXXX or XXXX, XXXX, Fedloan Servicing used another tactic by sending three treasury checks to XXXX XXXX directly stating on the stub " Refund ''. XXXX XXXX get the checks and deposited them directly into my account without our consent. We did not realize we had that money in aour XXXX XXXX account until XX/XX/XXXX. We called XXXX XXXX customer service and they stated that we received a refund from the treasury department of XXXX, we asked for what? and they had no explanation. We realized the tactic Fedloan Servicing used to hook us up for the full payment already made in XX/XX/XXXX and we told the customer service that we did not endorse those checks into our account and please remove it from our account. They told us to go in person to the bank. I went to the bank and spoke to V.P. Store Manager XXXX XXXX ( XXXX XXXX ) regarding the above matter and asked him to remove the money that is definitely not ours and we did not deposit those checks. He told me that he will check with XXXX XXXX corporate legal department and get back to me. He never did, then I payed him a visit on the morning of XX/XX/XXXX and asked him regarding the out come with his corporate legal department, he said I can not do anything. Now Fedloan Servicing has erased all activities on my account and made it look like I did not make any payment and reinstated the interest like they did not have the full payments since XX/XX/XXXX.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2019-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-27
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: In XX/XX/2019, I called what I believed was FedLoans Servicing. I wanted to apply for the teacher forgiveness program. I was connected to a man named XXXX in Florida. He told me that I would do better going for the public service program. He gave me the information and said he would put it through. I told him I really didn't understand what he was saying, but he kept assuring me that he knew this was better. He said that I would need to pay {$190.00} for the next three months to catch everything up, then my payment would be {$100.00} per month for the next 10 years. I am positive that he did not tell me that those charges were adminitrative fees because I would have said no. I gave him my banking information and they took the first two fees out on XX/XX/19 and XX/XX/19. After that, for whatever reason, the third payment did not go through, so they started to call for the last payment. It was on the verge of harrasing behavior, so I got concerned and started calling FedLoans. They said they did not initiate any repayment plan for me and that I probably got connected to a third party. FedLoans told me that they do not charge for these services and that I should file a complaint. So here it is. I further got concerned when I called them to find out what was going on, they never answered the phone with a company name, only a person.
Company Response:
State: MI
Zip: 487XX
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan is currently being serviced by FedLoan Servicing. I consolidated all of my loans in XXXX and began PSLF at that time as well, I have worked in XXXX XXXX for over 11 years. I noticed on my last statement that they stopped counting 3 years of prior service for me from XXXX - XXXX, when I called to inquire as to why, I was informed that my loans had been re-consolidated in XXXX and that service prior to then would not be counted. That's 5 years of service! I DID NOT RECONSOLIDATE MY LOANS!! Why would I when I already consolidated them all in XXXX, my service was being counted and my payment was XXXX? Now in speaking with the company, they admit it may be an error and will remove the new consolidation but they will not count any payments after XXXX! These people are crooks and clearly double-dipping! Please help me rectify this matter, I just want to be made whole and returned to my original disposition.This agency and this PSLF program is supposed to help lenders like me, not rob us.
Company Response:
State: CA
Zip: 94124
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was originally assigned XXXX as my loan servicer for my federal student loans following graduation. I enrolled in a qualifying repayment program in order to work towards Public Service Loan Forgiveness and within about a year I was transferred to FedLoan Servicing. FedLoan Servicing has now been my loan servicer for a few years. I am extremely frustrated with the lack of response to my repeated requests to review my qualifying payments towards PSLF. I have asked and asked for a few years now for an updated count of qualifying payments made while I was with XXXX. The FedLoan organization has so far only counted payments made since I was transferred to them. I make regular calls, send emails, and it goes nowhere. Their staff has gone from asking me to be patient, to blaming it on XXXX for not transferring my documents, to stating that actually XXXX did share my documents right away but it " takes time '' to review the file. It doesn't. I've done the count myself in a matter of minutes. You can easily confirm that I was in a qualifying repayment program and count the number of payments I made during my time with XXXX if you just take ten minutes to review my file. This should NOT take years. I have sent emails, talked to countless customer service reps on the phone, and even been told that I am not allowed to talk to the staff who actually handle the file reviewing because they do not take phone calls. I was not allowed to speak to a supervisor either. This is ridiculous and I intend to file a complaint with the XXXX XXXX XXXX, the Consumer Finance Protection Bureau, and I am also looking into lawyers. Does FedLoan Servicing understand that they are messing with people 's futures when they do things like this?
Company Response:
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I have spoken to Numerous personal from my fedloans about 24 missing qualifying loan forgiveness payments. Instead of my payments being manually calculated as promised on XX/XX/XXXX I received a letter stating that my account was 30 days past due with a balance of {$650.00}. My student loans have been on an automatic debit since XXXX. I am unsure how it is possible to have a bill in this amount with automatic debit which is taken out monthly on the XXXX of every month. I have been informed by the following personal that this matter would be resolved shortly. I was informed by XXXX # XXXX and name unknown person # XXXX on XXXX that there was an error made on fedloans end. I was informed this error occurred because I changed my payment plan from IBR to a revised payment plan XX/XX/XXXX. Instead of the female worker name and number is unknown suspending my interest payment she never did.She did put in place the minimum payment of {$5.00} which I paid {$5.00} on 2 occasions. The first time being when my payment plan was changed XX/XX/XXXX. The second time being XX/XX/XXXX. I spoke with XXXX # XXXX at XXXX on XX/XX/XXXX and requested that my 24 payments towards loan forgiveness be properly calculated. There were 24 payments that were missing. I was informed Fedloans had to manually fix the error. XXXX # XXXX at the time confirmed the error I called back on XX/XX/XXXX and spoke with XXXX # XXXX and was informed that the matter was still pending. I was not informed of the current bill until XXXX. Up until this point my bill has been current. I was told this happened because Fedloans was working on rectifying my qualifying low forgiveness payments that were not counted.I continue to not have my qualifying payments counted but now I am getting a bill with a threat of this being on my credit report. I spoke to XXXX # XXXX on XX/XX/XXXX who stated that she could see a review on my account for qualifying payments. XXXX # XXXX stated on XX/XX/XXXX that XXXX # XXXX made a request to have the interest on my account capped. This review also continues to be pending. This same review was requested on XX/XX/XXXX which the system shows has been completed but not resolved. I then requested to speak to a supervisor XXXX # XXXX who stated that the problem appeared to occur after I was transferred from a IBR to a revised payment plan. XXXX # XXXX stated that in order to qualify for a payment of {$5.00} I will need to qualify for a forbearance. Ms. XXXX # XXXX continued to acknowledge the error was not on my end and she apologized. The issue still is not resolved. I was informed that the issue would be reviewed in detail, taken care of and myfedloans would get back to me. It appears that after trying for months to resolve the matter, I have no choice but to seek your support in resolving this matter. Thanks,
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted the Public Service Loan Forgiveness yearly Employee Certification Form in order to receive credit for my last 12 qualifying payments. Only 11 payments were counted. I contacted MyFedLoans and was told that one payment in XX/XX/2018 was not counted because I was " paid ahead '' and there was no bill for that month. After discussing the error with MyFedLoans and submitting documentation that I did indeed make a payment and had received a bill for that month, I was told that my payments would be recalculated. It has been over 3 months now and I still have not received the recalculation, nor have I received the credit for this month that was not counted. I have contacted MyFedLoans to ask why the recount is taking so long and received no answer. I am requesting a recount for the last 12 payments submitted on the most recent Employee Certification Form to correctly reflect qualifying payments made.
Company Response:
State: PA
Zip: 17111
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I currently qualify for XXXX student loan forgiveness, but have not yet met the 5 year mark. With this in mind, I applied for XXXX student loan forbearance through FedLoan Servicing. The first application had a small error, but took the company 6 weeks to review the application when their own website states that application usually take several days, but will be handled in 10 days. The second, revised, applications currently being reviewed is still processing at 5 weeks. I have already qualified for forbearance in past years. FedLoan seems to be waiting as long as possible to review applications, knowing that they will collect payments that would actually be forgiven ( essentially making money on top of money ).
Company Response:
State: WA
Zip: 98026
Submitted Via: Web
Date Sent: 2019-11-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-25
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Although I've sent this same information 2 weeks ago in the form of feedback to FedLoan 's response ( to my second CFPB complaint ), I've no reason to believe that I'll receive any type of a response from FedLoan as the only time I've EVER had any real information provided from Fedloan or any of their errors corrected ( in regards to the PSLF program ) it was only after filing complaints with the CFPB. -- XX/XX/XXXX2019 I finally received a resolution to my complaint filed with CFPB that ( for the second time ) FedLoan was not providing an accurate count of my qualified payments towards the PSLF program. Im very happy that Ive finally received a resolution from FedLoan however, as can be seen in the second complaint Id filed with CFPB # XXXX-XXXX, I had actually begun contacting FedLoan starting in early XXXX and theyve only just now corrected their error seven months later in XX/XX/XXXX. As of next week I'll have been paying FedLoan 5 months past the completion of my 120th PSLF payment. Instead of being able to celebrate the completion of my 120th payment towards PSLF and my approval which should have occurred in XXXX 2019, Ive been dealing with ongoing XXXX XXXX around the fact that by the time FedLoan finally corrected their error seven months later ( and only after I had filed a second complaint with the CFPB ) I am now unable to have my PSLF application actually approved because unfortunately as of very recently I am now ( unexpectedly ) without employment. Its the first time in close to two decades that Ive been without full-time employment at a non-profit. I should not be feeling dread and panic at this time as I shouldve qualified in XX/XX/XXXX2019 for my PSLF application to be approved having completed my 120th qualified payment towards PSLF and working full-time in a non-profit, as required for my PSLF application to be approved but FedLoan refused to acknowledge that I had actually completed my 120th PSLF payment in XXXX 2019 despite the many calls/emails and documented evidence that I provided them. When I attempted to apply back in XX/XX/XXXX2019 after my final payment FedLoan wouldnt even allow me to try and put in an application for PSLF insisting that I didnt have enough payments made yet as of XXXX 2019. Without any explanation or reason for the change, FedLoan had given me a new estimated completion date of my 120 payments for many months later after the original XX/XX/XXXX2019 date, it was now in XXXX 2019. The XX/XX/XXXX2019 date I had was based on the detailed PSLF qualified payment tracker that had been provided by PHEAA directly in response to my first CFPB complaint. Shortly before filing my second complaint with CFPB, FedLoan had again moved my estimated date of 120th payments even further without explanation and it was now XXXX/XXXX. Ive been in compliance with all of the PSLF program requirements and Ive followed all of the recommendations for successful approval of my PSLF application including utilization of the PSLF payment tracker that PHEAA had provided to me ( in response to my first CFPB complaint in 2017 ) and I provided this document to FedLoan back in XX/XX/XXXX2019 but I was still denied the opportunity to apply for PSLF by FedLoan back in XX/XX/XXXX when I would have qualified. Intentional or unintentional, FedLoan has created an unjustified barrier to obtaining my PSLF application approval. FedLoan not only refused to address their error in qualified payment tracking when I notified them in XX/XX/XXXX2019 but they also refused to respond to my lawyer who had begun contacting them back in XXXX 2019. Despite the fact that I had already completed my 120th student loan payment towards PSLF in XX/XX/XXXX2019 I continued making payments to FedLoan after XX/XX/XXXX while I waited for FedLoan to either speak with my laywer and/or correct their error. FedLoan continued their refusal to speak to my lawyer and still would not correct their error or even provide information on why the payments were disqualified or even which payments had been disqualified. In XXXX now months past when FedLoan should have allowed me to apply for PSLF, it became clear to me that nothing was going to change with my FedLoan, so I gave up waiting for FedLoan to do the right thing and I filed my second complaint with CFPB. Ive never received a reason for why with just months to go before completion of more than 10 years of my payments made towards PSLF, FedLoan just suddenly decided to disqualify a handful of my payments which had already been reported and documented as qualified and I still have no idea which payments they had decided were suddenly disqualified even after having requested this information ( repeatedly ) from FedLoan customer service starting in XXXX 2019. Its really disconcerting that FedLoan has repeatedly been either unwilling or unable ( both equally concerning ) to provide any accurate information on the status of my PSLF qualified payments even with months and months of multiple requests for information and even speaking with supervisors who at times were even more unhelpful and disrespectful in their communication as well making multiple untrue statements. Being required to file complaints with the CFPB just to obtain any helpful information or resolution from FedLoan is really unacceptable. I cant even imagine how many people are being negatively impacted by similar problems with PSLF with many who will likely never get a resolution as they may not be as tenacious, detail-oriented or even have the time/money/energy to advocate and fight for their rights. At this time I should be sitting here relieved and grateful having already been successful in obtaining my hard earned PSLF ( application ) approval as I had met all the PSLF requirements back in XXXX 2019. Instead of experiencing happiness and relief, FedLoan has forced me to continue this multiple years, arduous, demoralizing and panic inducing process due to FedLoans arbitrary and unexplainable error and then their refusal to fix it for 7 months ( until a complaint was filed with CFPB ). I have no evidence or reason for me to believe that Im safe from FedLoan making another unwarranted and unexplainable error on their end putting my PSLF at risk yet again and I am requesting to have my PSLF application retroactively approved at the time it should have been in XX/XX/XXXX2019 as I had met all of the PSLF requirements at that time and was denied in error by FedLoan.
Company Response:
State: OR
Zip: 97217
Submitted Via: Web
Date Sent: 2019-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-25
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have had an ongoing issue with FedLoan Servicing. The recent issue started on XX/XX/XXXX. I made my payment, just as I have every month, and it cleared my bank on XX/XX/XXXX. when I went to check my account, which I always do, it said I still had a balance, part of the payment, and that I was past due. I first called on XX/XX/XXXX, I waited to see if something needed to clear, to employee XXXX. She told me that she saw my payment but part of the payment when to something else and that she would place an order to have it fixed within 7-10 business days. My second call was XX/XX/XXXX with employee XXXX who, after looking through my account, told me that the last employee never did anything to resolve my issue. I was then reassured that he would take care of the issue with an order ... ... Same thing. My next call was with employee XXXX who said they saw the request from XX/XX/XXXX and that between XXXX XXXX it should be resolved. After seeing it was not resolved, I called and talked to employee XXXX who informed me there was no order and that she would have her supervisor help her expedite an order to take care of my issue. It is now XX/XX/XXXX and my bill says I am still past due. This issue is still not resolved. This company has screwed me out of thousands of dollars already by recommending I switch my payment plan for loan forgiveness ( income based ) only to increase my monthly payment to 3 times what I already pay which I could not afford on a XXXX salary. And when I wanted to switch back they told me that I needed to do standard payment, which added 5 years of payments to my loan with no opportunity for forgiveness. I just want to pay my bill and be done with these people.
Company Response:
State: WI
Zip: 53150
Submitted Via: Web
Date Sent: 2019-11-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A