Date Received: 2019-10-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: fedLoan Servicing provides contact information that the customer is supposed to use to get information from the loan service provider regarding their loans. I called the phone number clearly provided by the loan provider ( XXXX ) to try to reach the loan provider regarding " rebate adjustments '' that were added to some of my loans on XX/XX/17. I wanted clarification on what these " rebate adjustments '' were I was not certain why they were added to my loans. After dialing the number, I went through the numerous phone type checkpoints where I verified all my information and where they repeatedly asked my if I wanted to make a payment. After a bunch ( how many is a bunch lawyers might as *eye roll* ) I was told by the robotic recorded voice that I was 1 minute away from speaking with a customer service representative. The phone rang a couple times and then the call ended abruptly. I did not hang up and the call ending was certainly due to something on the loan provider 's end. How can I be so certain I didn't end the call ( is probably something lawyers would ask XXXX XXXX )? I called back directly after and that call ended abruptly as well, this time before the robotic voice even read me a menu. All I want is information about my loan. I would like clarification about what a " rebate adjustment '' is and how/if I can avoid incurring them in the future. I shouldn't have to call repeatedly to speak with a real person to get this information, not to mention that this information should just be easily and readily available without having to contact customer service in the first place. Thank you very much Loan Provider for my education, I really can not extend more gratification towards the incredible opportunity that you providing me these loans has granted me. I would like to pay you back in full, with interest! I think you deserve that. That being said, quit being so XXXX XXXX and have some decent customer service ( oh my gosh he used a derogatory slur *eye roll* ). Keep your dicks in your pants and leave the female interns alone. Im looking forward to hearing back from you. Thanks - XXXX XXXX.
Company Response:
State: NY
Zip: 12901
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have consolidated direct federal loans with Fedloans. I have been working in non profit organizations, and plan to apply for PSLF. I have made almost five and half years of qualified payments, but Fedloans has only counted a handful towards this. I have called them several times, and they reassure that all my paperwork are there and are correct, however, have not updated a correct count.
Company Response:
State: NY
Zip: 10954
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: By my count I should have 115 qualifying payments towards my Public Service Loan Forgiveness. I have been enrolled in this since 2009 when my loans were serviced by XXXX XXXX. My loans were bought by XXXX XXXX XXXX XXXX XXXX XXXX ) in XX/XX/XXXX. I re-sent my Employment Certification Form proving I was a federal employee and every year sent in my tax return to have my payment adjusted under the IBR plan. In XXXX I asked XXXX for a count of my qualifying payments. In an email dated XX/XX/XXXX I was told I had made 54 qualifying payments to XXXX and 17 to XXXX. In an email dated XX/XX/XXXX XXXX confirmed that I had made 101 payments but also said it would be up to FedLoan to come up with the final number and they transferred my loan to them. Up until I thought I was nearing my forgiveness date I had never heard of FedLoan before. I had to re-send all my Employment Certification Forms. I had had 3 different Fed jobs since starting to payback my loans and FedLoan had no record of any of them. When FedLoan finally calculated my qualifying payments ( XX/XX/XXXX ) they came up with 49 for one loan and 59 for another. Not only are these numbers ridiculous but my loans have been consolidated since my first PSLF/IBR payment so where they get two different numbers is another mystery. Writing to complain about their calculations, I got ( in part ) this answer : The months that did not count as qualifying payment months for public service loan forgiveness include XXXX through XXXX XXXX due to an administrative forbearance that was applied to your account, XX/XX/XXXX due to the months full installment amount not being full satisfied, XX/XX/XXXX due to a general forbearance, XX/XX/XXXX due to no bill being generated, XX/XX/XXXX due to an administrative forbearance that was applied to the account, from XX/XX/XXXX through XX/XX/XXXX due to a general forbearance and XX/XX/XXXX due to the full installment amount not being fully satisfied. What? What a bunch of excuses and XXXX made up behind the scenes and after the fact. Never ever did XXXX or XXXX put my loan in administrative forbearance or did I pay during a general forbearance or any of the other stuff I am hearing about the first time ever. I reiterate I have never heard of administrative forbearance or general forbearance before and was certainly not told when my loan was in those stages. I was not told that my loan being put in these stages would render my payment invalid towards my PSLF. Never a word of any of this. I suspect the answer was uncovered in the XXXX memo that XXXX reported on in XXXX XXXX : " The memo, which was written in XX/XX/XXXX, details XXXX strategy to service federal student loans ... 'Our battle cry remains forbear them, forbear them, make them relinquish the ball. ' While XXXX isnt FedLoan, Ive read too many articles to count now on how awful and even fraudulent FedLoans is.Im positive they work in the same way ; they certainly put me on forbearance over and over again without my knowledge. ***UPDATE : *** After a complaint to the Consumer Financial Protection Bureau XXXX FedLoan re-calculated my payments. Their letter dated XX/XX/XXXX now states both loans have received 62 qualifying payments with 58 remaining. To recap, the number of payments remaining used to be 71 for one loan and 61 for another. So suddenly they are counting 16 more payments as qualifying. Its an improvement but still completely opaque and far off from my number of FIVE remaining payments. How exactly are these payments counted? I have no idea. Does anyone? Looks like its completely arbitrary. The best evidence I have is the evidence from my bank on how many payments I made. No those withdrawals dont show whether my loan was in some sort of made up forbearance at the time but I dont see any paperwork on FedLoans side that shows that either. Their method of counting payments is completely hidden. So Im entering this complaint again and sending a copy to the attorney general of my state, which is Pennsylvania, the home of FedLoan. I stated in my earlier complaint that I would be happy with FedLoan counting 110 payments as qualifying since the last communication I had with someone ( before FedLoan became my servicer ) on this subject stated so.
Company Response:
State: PA
Zip: 19125
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I have applied for PSLF program with FedLoan.org since XX/XX/2017. Majority of my payments that were made between XXXX are considered unqualified and are not being counted towards XXXX PSLF payments. Payments that were made between XXXX were more ( $ ) than I would have paid under qualified plan for PSLF. I know classmates that are doing PSLF program that have paid {$0.00}, and payments of {$0.00} is considered and counted as qualified payments, while my {$990.00} payments are not qualified payments. WHERE IS THE JUSTICE???
Company Response:
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2019-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: On XX/XX/2019, I set up an extended graduated repayment plan. They put me on an administrative forbearance while they calculated the new terms and got approval for the new repayment plan. I got the new repayment plan for {$540.00} a month beginning XX/XX/XXXX and increasing the payment every 2 years over 30 Years. I made the payments on time in XX/XX/XXXXand XX/XX/XXXX. I went in today to pay my XX/XX/XXXX payment and the payment was {$700.00}. I called and ask them to fix it. They told me that when they put me in the administrative forbearance, they capitalized the interest. Over {$40000.00} was added. They calculated the new payment plan without the capitalized interest. The payment automatically went up to {$700.00} a month after the interest capitalized. I never asked for the forbearance and dont think the capitalized interested should have been added since they put the loans into a forbearance so they could get approval for the new payment plan. Today when I talked to them, they said they would put in a request for the capitalized interest to be reversed, but it would take 7-10 days to get approved. My payment is due in 7 days. They wouldnt let me talk to a manager and said none were available. I was on hold for a while before a representative came on the phone and said she would put in a request, but she was not a manager and none were available. ( Her employee ID was XXXX ) They also said they could not reverse the {$700.00} payment that was due for XX/XX/XXXX, and put in another request for a forbearance since I can not afford the higher payment. It seems like an abusive practice to put a student loan in an administrative forbearance just to get approval for the new repayment plan, and then add so much interest that the payment plan they approved is no longer available. I cant afford the higher payment. My servicer is FedLoan.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: This is in regards to the 10-year loan forgiveness for those in low-paying service jobs, such as social workers. I am alarmed to see in the news that only 1 % of those holding this type of loan are granted loan forgiveness at the end of 10 years, in spite of working in a non-profit and faithfully paying on the loan. Also, when calling with questions, you get conflicting information depending on the agent. Also, when an agent suggested combining two loans into one, there was nothing said that three years of work in a non-profit didn't count because combining the loans reset the clock and the 10 year period started again at year one. Now instead of 10 years the requirement is 13. This is an egregious breaking of a contract taken in faith with the government. What is the CFPB doing to correct this situation and will it come to the aid of all those being turned down?
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: When seeking out information about why I was receiving notices with zero payments due. Then the next day I would have a delinquent notice. I was simply confused and needed to see the other side. At this point, operator XXXX jumps on the phone to let me know the answer to my above concerns in this manner, " well that national advisory you had consolidate your loans, they helped you to falsify your income and documents to get that rate. Did your income even change? At this point the conversation is over, because I will not be spoken to like dirt! Two things I have a problem with, your customer service agent just called me a liar and a thief. Do the research and the math. Texas XXXX 45hr+night diffXXXX that's 47 hourly straight pay. Wyoming same nurse 32hr+XXXX night diff..XXXX, it's about XXXX less an hour. Plus I worked two jobs up til now. It would be well advised to educate this individual on customer care. In my profession my boss would of already had me escorted off the property ... Respectfully, XXXX XXXX, XXXX
Company Response:
State: CO
Zip: 80524
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My consolidation loans with FedLoan servicing is incorrectly showing a past due balance. I have reached out to FedLoan three times and the issue has not been resolved. My payments have always been on-time, in full, and never late. My account is on the REPAYE program and was properly recertified. In XX/XX/2019, i returned to school ( XXXX and XXXX XXXX - LLM ) and took out an additional GRADPLUS loan. Without my knowledge my consolidation loan was put into deferrment. I filled out a form to undefer the student loan. I continued to make all payments during this period. The deferrment was taken off ; however, it now shows a past due balance even though all payments have been made. I believe the issue is how Fedloan servicing applied my payments. I did not " target '' any loans, again, I did not " target '' any loans. I demand that Fedloan servicing fixes their error, properly credits my payments, and returns my account to a good status.
Company Response:
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I spoke with XXXX at Fed Loan Servicing employee number XXXX on XX/XX/2019 at XXXX XXXX EST. He gave me conflicting information on my eligibility for the PSLF program as well as the difference between PAYE vs REPAYE and the status of either loan if I were to take out new loans. I asked to speak to his manager for clarification and he refused putting me on two 5 minute holds so I could " think about it ''. When I didn't hang up he said he would transfer me to a supervisor but instead he hung up. I spent an one hour and 20 minutes on the phone and still couldn't get my question answered.
Company Response:
State: WA
Zip: 98501
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am a cosignor for my daughters loan. I cosigned back in XXXX for two loans with American Education Services. I was told that if she paid the loans back for 2 years with loan late payments I could be taken off the loans. I call back in XXXX to get my name removed and they gave me the run around and I was told some paperwork would be sent to me. Then I call back in XX/XX/XXXX to ask to be removed off the loans and I was told that I could not be removed under any circumstances. I then asked for a copy of the note I signed and they sent me some bogus note and a copy of the faxed signature page. I am requesting to remove off the loans. I would have never agreed to cosign if there was no process of me being removed other than paying them off.
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2019-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A