Date Received: 2019-04-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have had ongoing issue related to communication and customer service with Fedloan Servicing. I am taking advantage of the Income-Driven Repayment Plan and Public Service Loan Forgiveness programs and Fedloan Servicing is making it nearly impossible to participate. I have submitted the required paperwork for both programs as required and every time I need to re-certify or send in new documentation, there is a problem. For example, this year on XX/XX/19, I received an email stating that I would need to re-certify my Income-Driven Repayment plan. The email stated that " in about 2 months, look for another communication from us with easy instructions and a direct link to recertify online '' and " If we do not receive your completed application and all supporting documentation within 10 days of XX/XX/2019, your monthly payment will increase to {$930.00}, first due on XX/XX/2019 ''. I decided to re-certify early given my experiences with Fedloan Servicing in the past. As of today, XX/XX/19, I have not received the email described above. On XX/XX/19, I submitted my Income-Driven Repayment Plan documentation including the application and my tax return. On XX/XX/19, I received an email stating that my application was incomplete and that I would have to wait for a letter in the mail to explain what exactly was missing from my application. I uploaded my tax documentation again and called Fedloan Servicing on XX/XX/19 after not receiving any letter in the mail. The representative I spoke with was able to see both my application and tax information had been uploaded but was unable to tell me why my application was considered incomplete. I was then transferred to another section and told I would be on hold for more than 20 minutes. There is absolutely no reason why it should be this difficult to get a simple answer about an application for re-certification. I am still waiting to receive a response by email, mail or phone regarding this issue. I have also submitted the paperwork for Public Service Loan Forgiveness Program. My initial employment certification was approved but when I switched employers and sent in my new certification, I received a letter stating the the form I had used was out of date. On the form, was the date the form was valid until. I completed and submitted the form well before that date. I called Fedloan regarding this issue and was told they would fix the problem. Several months later, I called again and was told that they had not fixed the problem and that I would need to submit a new form. Every time I have an issue with this company, I am told it will be taken care of and then it isn't.
Company Response:
State: OR
Zip: 97220
Submitted Via: Web
Date Sent: 2019-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: FedLoan Servicing manages my student loans. As a XXXX XXXX XXXX I am participating in the Public Service Loan Forgiveness ( PSLF ) Program. I submitted the appropriate paperwork to demonstrate that I have made 30 qualifying payments for each of my two loans. I submitted the PSLF certification paperwork on XX/XX/XXXX. I received a statement on XX/XX/XXXX stating that one of my had only 19 qualifying payments and the other had 23 qualifying payment. I contacted FedLoan Servicing via email on XX/XX/XXXX and I specifically asked FedLoan Servicing to let me know which months in the 30 month period did not meet the qualifying payment requirements. In response, FedLoan Servicing said in an account statement dated XX/XX/XXXX that one of my loans has only 25 qualifying payments credited, the other only 27 qualifying payments credited. Not only are the qualifying payments incorrect, I have not been notified which months in the 30 month period, do not qualify for PSLF.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2019-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I previously submitted a closed CFPB complaint regarding switching to a different income repayment plan ( from IBR to ICR ). ( Complaint XXXX. ) I spoke to a specialist because I was misinformation : a previous representative told me I could verbally consent to changing the plan. She never mentioned that I had to submit paperwork. Because of the misinformation I was provided, the specialist I spoke to named XXXX, told me that I should submit the form as soon as possible and she would make a note in the file to have my request expedited. On Monday, XX/XX/XXXX, I faxed the paperwork. On Thursday, XX/XX/XXXX, I was told they did not receive my fax and that I should upload the form to their website. On Friday, XX/XX/XXXX, I uploaded the form to the website. Later that evening, I received an e-mail that my request was processed. In my file it showed that may request was approved and my monthly payment was reduced ( see attached ). However, this morning I received another e-mail about my request being reviewed and the review would not be completed until XX/XX/XXXX -- two days after my next payment. I called regarding both e-mail correspondences because they are conflicting. I explained to the representative that my request was uploaded and approved ; they might have received the request I previously faxed, which they should have disregarded -- not process the request over again. I was told I would still have to do a month of forbearance and pay a minimum of {$5.00}. Then why expedite my request? Also, why not refund a partial payment for this month as my forbearance month and allow me to start the new plan next month? There entire situation was caused by one of their representatives. If she would have given me correct information, I would have sent in the required documentation immediately, and XXXX would have been my forbearance month. Additionally, the amount that they quoted ( {$420.00} ) in the closed complaint is different than the amount they calculated in the letter that is attached.
Company Response:
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2019-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: We currently have an IBR plan that determines our payments based on our income and family size. We are required to re-certify our payment plan each year, and have the option to resubmit our application for repayment if there are any changes in our income or family size. We decided to resubmit early, due to an increase in family size ( with no change to our income ). However, instead of our payment decreasing, it increased. ( from XXXX to XXXX ) I called in ( XX/XX/19 to employee XXXX ) to discuss this error, and was told that our account would be reviewed within 7-10 business days. We never heard back, but recieved another bill in the incorrect amount. I called again ( spoke to employee XXXX ) and was told the same runaround. No response, no change. Called again ( XX/XX/19 ) and was told it would be resubmitted and in the meantime they would send an adjusted bill in the original XXXX amount. Yet they never ACTUALLY changed the bill, and processed a direct debit in the XXXX amount. Called again on XX/XX/19, and they refused to address the problem and instead ran me around for over an hour on the phone before essentially saying " too bad '' it's correct.
Company Response:
State: PA
Zip: 17044
Submitted Via: Web
Date Sent: 2019-04-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-21
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I spoke to pheaa 2 days ago in order to try and get an income-based repayment plan because I've been unable to afford the payments. And they refused to let me apply for the income-based loan saying that I was ineligible for the income-based loan because I am currently in default. But the purpose in me reaching out to them was trying find a way to work together to get myself out of this position. The only option they gave me was a payment that represented a 33 % of my income, {$500.00} a month, which will not leave me in any position to keep my house or feed my children. They also told me that if I don't make the payments they're going to garnish my wages so heavily that I will not be able to keep my house or feed my children. At this time, they are leaving me no choice but to not do anything because nothing I can do is good enough. If there's anything you can do it would be greatly appreciated as I am trying to make some kind of effort. Best regards, XXXX
Company Response:
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2019-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I previously had my loans through XXXX but switched to Fed loan servicing approximately 3 to 4 years ago. Issue 1 ) I have been receiving what I believe to be inaccurate qualifying payment counts that go towards PSLF. I requested a manual recount of my qualifying payments over 9 months ago. I still have no response and am just continuing to be told that " it takes time. '' I have been making qualifying payments for just shy of 6 years. I paid ahead at one point and so realize I will not get credit for about 9 months of payments, but should have at least 5 years or 60 payments that qualify. They have me at far less than this. Issue 2 ) The other issue I have is that I recently re-certified my income for an income based plan. My payment went up more than expected. When I did research into this they had me in the IBR plan. If you look at my formal re-certification document from 2016 you can clearly see that I selected to transition to the REPAYE program ; and every year since have selected to stay in that program. This had led to increased financial hardship on my part. The answer from fed loan servicing was to request to switch from IBR to REPAYE now. Switching now instead of 4 years ago when I initially requested it has led to more interest accumulating which will now capitalize as I switch.
Company Response:
State: IA
Zip: 510XX
Submitted Via: Web
Date Sent: 2019-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Since I began paying on my student loans I've been on different versions of income-based repayment plans. All I wanted to know was to pay the lowest amount but ensure that the payments were eligible for Public Service Loan Forgiveness ( PSLF ). As I attempted to recertify for my repayment plan I was notified that I wouldn't be accepted into the Income-Based plan because my income was too high. I was told I could keep my current payment, just under {$200.00} per month or I could change to the standard repayment plan and pay about {$160.00} a month. Both plans are eligible for PSLF and i pointedly asked the MyXXXX Rep why should I continue paying the {$200.00} instead of switching, he said it didn't make sense to stay on the {$200.00} payment. My concern isn't with anyone I spoke with yesterday, but how long have I been eligible for lower payments without ever being notified? Could I have been putting the extra {$45.00} a month to go towards paying off my private student loans that aren't eligible for PSLF?
Company Response:
State: OR
Zip: 97321
Submitted Via: Web
Date Sent: 2019-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I requested a manual payment re-count ( payment tracker ) for qualifying payments for the PSLF program in XX/XX/2017 as my payment count was miscalculated - I am STILL waiting despite many phone calls to address this. No one can tell me how much longer this will take.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2019-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have all federal loans and since the day I have graduated from XXXX school in XX/XX/2010 I have been making payments in an income-based repayment plan or a revised repay as you earn plan in order to qualify for PSLF. Every payment that I have made should count towards public service loan forgiveness. I have submitted a count request to determine how many payments I have remaining before I can apply for public service loan forgiveness, however the count has been incorrect each time they have sent me this information. The count is off by many payments. I only switched to fed loan a year ago as servicer. I feel that they are not counting payments made through the previous servicers. I have asked for a manual recount and this has yet to be resolved and my count is still incorrect. This is frustrating and causes great stress.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2019-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I was in default in my student loan so I had to go through a rehab program. I did so very successfully. Then I was put with XXXX. For the first year things went okay. I had an IBR plan. Then for the second year I resubmitted my application, but didn't get a response for MANY months. In the meantime they expected me to make payments that far exceeded what I could pay. I never heard back from them regarding my IBR application. My loan has again gone into default.
Company Response:
State: NH
Zip: 035XX
Submitted Via: Web
Date Sent: 2019-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A