Date Received: 2019-04-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Following a previous CFPB complaint that I filed which disputed the amount of qualifying payments I had made toward PSLF forgiveness, XXXX XXXX, on XX/XX/XXXX sent me a letter with the corrected number of qualifying payments I had made toward PSLF forgiveness. The amount of qualifying payments I made was 59, through XX/XX/XXXX. I have made timely, qualifying, monthly payments toward my student loans every month following. On XX/XX/XXXX, I filed another annual employment certification to ensure XXXX XXXX was accurately tracking my qualifying payments. In the letter, I advised that I had made 14 payments between XX/XX/XXXX and XX/XX/XXXX. When adding these 14 payments to the previously certified 59 payments, the total equates to 73 total payments. I requested XXXX XXXX notify me if this information was inaccurate. On XX/XX/XXXX, XXXX sent me a PSLF payment tracker advising that I had made 67 payments toward my subsidized student loans and 68 payments toward my unsubsidized student loans ( rather than the correct 73 number for both ). On XX/XX/XXXX, I contacted XXXX XXXX to explain the entire aforementioned situation to them. I was told that there was an error, as they had changed to a new software system. She advised that she would put in a recount request. On XX/XX/XXXX, I had not received any update from XXXX XXXX, so I then contacted them to get a status. The representative advised me that the status was still pending, over six months later. At this point, after already filing one CFPB complaint regarding XXXX XXXX 's inability to properly calculate my qualifying payments, I feel helplessly frustrated that CFPB does not follow its own admissions and conclusions regarding the correct number of qualifying payments that I have made. Additionally, a request to recount payments that is still pending over six months after being initiated is beyond egregious. In a converse hypothetical situation, how responsive would XXXX XXXX be if I had failed to make any payments for six months?
Company Response:
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I transferred all of my student loans to XXXX in XXXX of last year to hopefully qualify for public service loan forgiveness. I had 5 years of employment verified to count towards loan forgiveness based on my employer certification form. My loans were all transferred and I began making payments to XXXX in XXXX of last year. At that time, my payment count began. In XXXX, I called to see if my payment count had been completed, it had not, they stated this could take up to 6 months. I called back in XXXX, and they " expedited '' my count, however, told me that counts were now taking up to 9 months. It has been a full calendar year, and my counts are still in process. I have now called back 6 times and been given no indication of when or if this process will be completed. The whole reason I transferred my loans was to hopefully qualify for XXXX and it looks like myfedloans has no intention of allowing me to do this while making money off the interest accruing on my loans.
Company Response:
State: CA
Zip: 92373
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received an email saying that I had until XX/XX/XXXX to submit my loan payment for the month. When I attempted to log in, I got a " Site under maintenance '' page. No biggie, I work in software so I waited a few hours and tried again. Same page. I looked online and found a twitter post from XXXX ( @ XXXX ) on XX/XX/XXXX, stating : " We are currently experiencing technical difficulties with our mobile application. We apologize for any inconvenience this may cause and we will notify you when this is resolved. '' Only it's not isolated to the mobile application. I can't access the customer support information from the site, I can't repay my loan from the site. And I'm not aware of any other ways that I can make a payment. There are tweets in the thread spanning from XX/XX/XXXX to XX/XX/XXXX, with people complaining that they're unable to log in. I can't access the contact information for the company either, because when I click " Contact Us '' on the main page, it says " Site under maintenance ''. I looked at their online terms of service, and there's a clause that states they aren't responsible for inability to access repayment portals even if they are the ones that caused it. Snippet from the Warranties Disclaimer from PHEAA 's Online Services Terms of Use " YOU ACKNOWLEDGE AND AGREE TO USE ONLINE SERVICE AND ANY MATERIALS OR INFORMATION PROVIDED BY PHEAA ( INCLUDING THIRD PARTY INFORMATION, PRODUCTS, AND CONTENT ) AT YOUR SOLE RISK AND THAT PHEAA CAN NOT GUARANTEE AND DOES NOT WARRANT THAT YOUR ACCESSS WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR FREE OR THAT THE INFORMATION ACCESSIBLE FROM ONLINE SERVICES WILL BE FREE OF COMPUTER VIRUSES ''
Company Response:
State: WA
Zip: 98092
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I can't login to the website, or contact them by phone. They have blocked off all communication of getting the necessary information I need to complete my taxes on time. They have been this way for almost a week now.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I am enrolled in the PSLF program through IBR. I had to refinance my loans with XXXX XXXX to enroll in PSLF, which charges high interest but I was hoping would be worth it. I have moved and taken dramatic changes in salary, as has my spouse. XXXX XXXX has not provided with me information to make sustainable payments according to my income bracket, and I can not afford to pay at all. They have been unresponsive to contact, and I have been forced to defer payments for the last 10 months waiting for them. They seem to lose my documentation or keep telling me to resubmit it again and again, although I have many times. All the while, they charge me the interest and it accrues while waiting for them. I am not sure how anyone can afford to get a Masters degree at all. PSLF was the only hope I had.
Company Response:
State: NY
Zip: 12180
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I keep getting phone calls from a company who claims that I can get loan forgiveness and I do not know if this is a scam or actually a legit program. Can you help?
Company Response:
State: IA
Zip: 50010
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am attempting to log in to their website to retrieve my tax documents for the year XXXX. The website and their XXXX app has been offline since XX/XX/XXXX according to them. I attempted to contact customer service but their phone number is out of service. I am also unable to log in which means I will not be able to pay the loan if the website shutdown continues. I attempted contact through their official XXXX webpage and was informed they are having technical difficulties but had no further information on this matter. I will be unable to submit accurate tax information for the year XXXX due to how they are handling their technical difficulties. According to them, there website and methods of contact have been shut down for 1 week as of XX/XX/XXXX. They are currently not helping or assisting their customers who have no choice but to use them due to how the Department of Education is contracting with them. Contact between their XXXX Page representative and myself : XXXX XXXX How long is the scheduled maintenance scheduled for? I can not find any information and need my tax documentation.. Doesn't look like this information has been posted anywhere. XXXX XXXX Hi ******, sorry for the frustration. Our tech team is currently working to have this resolved as soon as possible. Are you able to provide your user name for further trouble shooting? XXXX XXXX My username is ****** XXXX XXXX Great. Thanks so much for this info ****** and we will try to resolve this as quickly as possible. Thank you Link to the XXXX Page : https : XXXX Link to XXXX : XXXX XXXX XXXX
Company Response:
State: IN
Zip: 46239
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX XXXX XXXX website is currently indicating that it is down for " scheduled maintenance, '' and has apparently been like this for roughly 7 days. Furthermore, their " contact us '' section of the website is hidden behind the " scheduled maintenance '' page as well, making it difficult to contact the company to address the situation ( unless you already have their contact information ). This is delaying my access to tax documents and making it so I am unable to see the status of my monthly payment.
Company Response:
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am enrolled in the Public Service Loan Forgiveness program and currently under an income-based repayment plan. In calculating my eligible payments for PSLF, XXXX is not counting payments that I made prior to being enrolled in PSLF when I was not enrolled in an income-based repayment plan. However, the payments I made prior to being enrolled in income-based repayment plans required much higher monthly payments than my monthly income-based repayments ( sometimes triple the cost ). I have contacted XXXX multiple times, including on XX/XX/2018, XX/XX/2018, and XX/XX/2018. XXXX has been unable to explain to me why these high payments would not count as eligible payments, despite the fact I was not enrolled in income-based based on the advice of my prior loan servicer, XXXX XXXX ( XXXX ). I have my federal tax forms from every year to prove that my calculated income-based payments would have been significantly lower than the repayment plan I was enrolled with at the time. Furthermore, I have contacted XXXX a year ago ( XX/XX/2018 ) to request that my payments be reviewed in more detail, and this has still not been done.
Company Response:
State: MN
Zip: 55369
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MyFedLoan 's site has been down for a week as of XX/XX/2019. I need to access my information in order to finish filing my taxes. I can not get customer service to respond. This is occurring with multiple people who can not access their accounts in order to obtain tax documents or to pay their loans. Both their main website and mobile app are not working. The website should not be down for " scheduled maintenance '' as it says for multiple days. I am unable to contact them through their webpage and have resorted to trying to contact customer service through social media.
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A