Date Received: 2019-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have sent over a dozen emails and made numerous telephone calls to Fedloan to have them update the number of PSLF qualifying payments that have been made since XX/XX/XXXX. This correspondence has taken place over the last 18 months. Fedloan has acknowledged that my Employment Certification Form beginning XXXX XXXX has been approved, although I have never received it. As of today, XX/XX/XXXX, my approval letter should be sent via mail in 7-10 days, but I have been told that before as well, and did not receive. Fedloan states that the payments made to my previous servicer have not yet been assessed. When my loans transferred to Fedloan, my previous payment history was sent to them in a way that their system was not able to automatically review the previous payments and update the the PSLF qualifying payments. This prompted their system to submit a request to have the qualifying payments reviewed manually. The review is still underway and there is no update available. I believe that 18 months is a sufficient amount of time to accomplish this task. It is not appropriate that they can not update me with any information, I receive the same response each and every time. Thus far, my PSLF qualifying payments is eight, that only reflects the Employment Certification form that was sent again from the same employer last year. Fedloan documents each and every telephone call, they have the number of times I have called and inquired. I have many of the emails saved and printed, they were sent directly through my account in " contact us '' section of Fedloan.
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am eligible for the Public Service Loan Forgiveness program but Fedloan Servicing customer representatives erroneously told me to consolidate my student loans in either XXXX or XXXX, thereby wiping out all the years of payments I have made before this consolidation occurred. According to the law Congress passed in XXXX, if a XXXX has worked in a low income schools for 10 years and has made 120 loan payments, they are eligible for student loan forgiveness. Fedloan Servicing has an exclusive contract with the federal Department of Education and to date has rejected 99 % of PSLF applicants including myself. They sent me a notification yesterday that so far, I have only made 73 qualifying payments and have 47 more to go, making me eligible for loan forgiveness in XXXX. I have been paying this loan off for almost 20 years since the year XXXX. I have been a XXXX XXXX XXXX XXXX serving XXXX XXXX XXXX XXXX for 17 year. I know I qualify for this program. Fedloan Servicing has given countless people like myself wrong information and routinely rejects applicants from loan forgiveness when they in fact qualify. The first round of applicants were eligible for loan forgiveness in XXXX. Less than 1 % of people who applied have had their student loan debt forgiven.
Company Response:
State: NJ
Zip: 07093
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-31
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loans transferred from XXXX to FedLoan Servicing in late XX/XX/XXXX/early XX/XX/XXXX. I have yet to receive notification regarding the number of qualifying payments I have made toward the Public Service Loan Forgiveness Program. I sent an email XX/XX/XXXX asking when I can expect to receiving notification regarding the number of qualifying payments. When my loans transferred, I submitted all signed Employment Certification Forms for all employers. I received a response from FedLoan Servicing on XX/XX/XXXX stating to please allow 70-90 days to complete the review. I submitted the same question to FedLoan Servicing again on XX/XX/XXXX. I received a response on XX/XX/XXXX stating that each account must go through a detailed review process. I submitted yet another email asking the same question on XX/XX/XXXX. I received a response from FedLoan Servicing on XX/XX/XXXX stating again that each account must go through a detailed review process. I submitted the same question again on XX/XX/XXXX and received the same response from FedLoan Servicing on XX/XX/XXXX. As of today, XX/XX/XXXX, I still do not know how many qualifying payments I have made toward Public Servicing Loan Forgiveness for the Employment Certification Forms submitted when my loans transferred. I have only been credited for certification forms submitted after my loans transferred for my current employer. It should not take nearly two years to review my payment history. I even submitted the same information again, but I used the most recent Employment Certification Form for employers before my loans transferred. I still have yet to hear anything.
Company Response:
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The complaint is being filed in accordance with the letter you recently received from 23 US Senators regarding the mismanagement of the student loan forgiveness PSLF program by the loan servicer, the Pennsylvania Higher Education Assistance Agency. I am one of the 99 % of people who have qualified for forgiveness of student loans under the PSLF program, but are being denied due to the missteps, errors and mismanagement of the PSLF program. If properly managed my student loans would have been forgiven in XX/XX/XXXX under the PSLF program. Yet, I continue to make regular and consecutive payments 2 years after qualifying for forgiveness. I have made the required 120 payments to the Department of Education ( DOED ) and have worked full time at a qualifying employer. I made these payments since XX/XX/XXXX through XX/XX/XXXX, while being employed at XXXX XXXX XXXX XXXX, XXXX. I received a Fedloan Qualifying letter clearly stating that I have met the terms outlined in the programs guidelines, see the attached pages 2-3 and have proof of payments made to DOED, compiled by my bank, XXXX XXXX XXXX XXXX, see attached pages 4-7. Shortly after receiving the qualifying letter the forgiveness was later denied, due to an arbitrary rule that the first 105 payments made to the DOED were of the Direct Loan type and considered non-qualifying. This hardly seems non-qualifying since all of the payments went directly the DOED, regardless of whether Direct Loans or Fedloan was managing the loan. I then appealed the denial and requested a reevaluation of my loan forgiveness to Fedloan in XXXX of XXXX, see attached page 8. I have had no further correspondence from Fedloan since this request was made regarding my reevaluation.
Company Response:
State: CA
Zip: 92119
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have a loan being managed by AES, the original balance was XXXX. Over 12 years I have paid : Principal Paid : {$66000.00} ; Interest Paid : {$34000.00}. I may have paid a couple of days late one or twice and deferred by one month once or twice - nothing that should account for the XXXX that seems to have been applied to nothing. Other than that, I've always paid on time. My balance has gone down XXXX in 12 years. I have paid XXXX towards the balance and it has gone downXXXX. When I call and ask how this is possible, no one will investigate or help me figure it out. I don't know who else to turn to. Accountants always tell me they don't specialize in student loans. Considering how much recent scrutiny of AES ( pheaa ) I am concerned my account isn't being handled properly. Any help is greatly appreciated. thank you
Company Response:
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I just got off the telephone with Fed Loan Services, and they informed me i was victim of a scam in XX/XX/XXXX, where a company tricked me into giving them my information and setting up a payment plan of {$19.00} a month. This month ( XX/XX/XXXX ) I began receiving emails from FedLoan about paying my account. I attempted to log in, and was unable to because my account had been created by a person that was not me. I knew this because A. The username was not something I have ever used. B. One security question asked about the name of my first niece, and I do not have any nieces. C. The second security question asked for my Mothers middle name which I should have gotten correct because I know that information, but instead was locked out of the account. I then proceeded to call FedLoan Services where they told me what happened, and then to file a complaint here with CFPB.
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I recently refinanced my student loans and paid AES in full. In fact I even overpaid, this is covered in my physical copies of paid in full statements from them. They erroneously and without my consent or knowledge sent some money back to the refinance company. I was not made aware of this, they just billed me for it. I was only made aware when they called to claim I was late on my account. I told them this was not possible and only due to my additional calls and requests found out that they sent money to the third party. They are charging me a late fee and interest along with threatening a negative reporting on my credit. I have had to contact them on more than 6 occasions over a week and spend hours talking with them. They tried to collect money from my mother ( cosigner ) and have hung up on her and I repeatedly. They refuse to handle their mistake on their own and are holding me liable for their choice to send money without my consent. They told me the only way I will not have a negative credit report is if I immediately pay them the amount they sent off to the third party along with their fees/interest. I told them I was willing to pay the amount they sent to my refinancing company as it was applied to my principal ( even though they have wasted much more than that amount in my time ) but I find it utterly insane that I am somehow liable for any fees that have come about actions that were not mine.This is even more infuriating because they did not even try to bring this up with me to work it out. Why am I even involved? Why could they not just handle this situation themselves? Why did they think the best course of action was to just hold me liable, charge me additional fees and interest and then follow it up with holding my ( and my cosigner 's ) credit hostage? I have recorded my calls with them ( I've also informed them that I was recording ).
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Disbursement XX/XX/XXXX nct and Aes service provider. The original amount financed was XXXX and was a full deferral loan. The highest balance was XXXX. Since XX/XX/XXXX I have paid XXXX, and XXXX of the XXXX was intrest. Only XXXX was applied to principal. I have attempted to request amortization chart and receive nothing from them. I have asked AES a number of times how the intrest is caculated and what my interest rate is. According to AES my intrest rate is varible and is XXXX. I can not rap my head around how I have paid so much interest and how they have no paperwork regarding ownership or loan details. Also my paperwork loan repayment says 102 months repayment how is that possible when i have been paying since XXXX? I just submited a complaint a few months ago and All they sent me was my payment history. This is obsurd and I honestly feel as it they should send detailed loan information providing and supporting amortization and proper distribution of funds. The repayment plan is also incorrect. They seriously need audited and individuals need to be compensated their money back or have their debt resolved and forgiven. They can never provided documentation and if they send any correspondence it is never complete or is missing information or has non matching information. I hope my concerns and complaint is handled in a timely manner
Company Response:
State: VA
Zip: 22655
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when I reviewed my credit report and found 180 days late payment on the dates XX/XX/XXXX to XX/XX/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.
Company Response:
State: GA
Zip: 398XX
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am currently in Chapter XXXX bankruptcy and my student loan provider is refusing to give me credit toward public service student loan forgiveness because i am in bankruptcy. FedLoan refuses to discuss the issue with me and will only talk to my attorney. I can not be discriminated against due to being in bankruptcy. FedLoan is discriminating against me by refusing to give me credit toward public service student loan forgiveness credit. The Bunchanan Provisions state : The Debtor shall be allowed to seek enrollment in any applicable income-driven repayment ( IDR ) plan with the U. S. Department of Education and/or other student loan servicers, guarantors, etc. ( Collectively referred to hereafter as Ed ), without disqualification due to her bankruptcy.
Company Response:
State: GA
Zip: 31705
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A