Date Received: 2019-04-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loan payment is due today ( XX/XX/19 ) however both the website and phone number are down for scheduled maintenance making it impossible to make my student loan payment. I have tried emailing, XXXXXXXX XXXX, and calling and have gotten no reply.
Company Response:
State: NY
Zip: 142XX
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: The Federal Loan website myfedloan.org has been down and isn't accessible. I can't access my tax information, because their website is unavailable, their app is also offline with a " System outage '' that was reported by MyFedLoan on XX/XX/XXXX as " technical difficulties '' that is STILL out on XX/XX/XXXX. The app error says " System outage : The PHEAA server is currently undergoing maintenance. We appreciate your patience. '' For SEVEN DAYS? This is critical information that has been out for nearly a week. Information vital to payments, taxes and other financial matters. How is it acceptable to be shutdown for this extended amount of time without any updates or ETA of availability?
Company Response:
State: UT
Zip: 84105
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Several issues with payment count due to issues on their part several were corrected but Payment counts are still incorrect. They requested request in writing to be uploaded to my account. This was completed the first issues were corrected but i have been waiting almost a year ( XX/XX/2018 ) for a recount and correction. Payments have been completed on both subsidized and unsubsidized loans equally yet counts are off by varying amounts with Max different of 12 payments. I feel as though 10 months is ample time for this to have been completed.
Company Response:
State: MD
Zip: 21209
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I am a XXXX and have had to deal with the terrible customer service at XXXX. For the past 3 years I've had several issues come up, reported it to the company, and not once have I heard anything back from them. Issues include, incorrect calculation of my time in service regarding the student loan forgiveness program, incorrect calculation of fees, incorrect denials of income based repayment program, etc. To date, I've paid XXXX, and they are claiming I still owe an additional XXXX. The original amount has already been paid off, but they continue to add on fees and interest. This company is a disgrace and should face penalties for all it's done to XXXX.
Company Response:
State: HI
Zip: 96813
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: When my student loans came due in XX/XX/2009 I was told by XXXX then XXXX that if I agreed to a capped monthly loan and paid it for 10 yrs without missing a payment that as I work for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX that my debt would be canceled after the 10 yrs. In XX/XX/2009 I sent paperwork into my loan holder to make sure I would qualify. Now at the 10 yr mark, I am being told by my current loan holder ( XXXX US Dept of Ed ) that my loans were transferred to them and I did not fill out the right forms and I was in the wrong payment plan. When I challenged this as I was never made aware of 1. The loan transfer and 2. I was never informed that I needed to complete new forms. 3. I never missed a payment in 10 yrs! I cant get the forgiveness. I now will have to pay another 10 yrs before I can get forgiveness ; which I totally dont believe they will do. I have to complete and have my work fill out forms yearly and I only found out that I cant afford the payment plan they tell me I need to be in. This is XXXX! I work in rural Maine with the XXXX XXXX and XXXX. I can barely afford to live and have been lied to by the Loan companys and now the US Dept of Education. I went to school with the belief if I did the work I do, with the population I work with ; my loans would be forgiven.
Company Response:
State: ME
Zip: 044XX
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This complaint is regarding XXXX. In XX/XX/XXXX, I observed several discrepancies regarding payment counts on my student loans. The payment count is very important, since I am doing the PSLF loan forgiveness program, which requires a total count of 120 payments. There are several discrepancies including : ( 1 ) I believe that the total count overall is too low, ( 2 ) the count for subsidized vs unsubsidized loans differs even though both are paid at the time time via direct deposit, and ( 3 ) I was apparently put into Paid-Ahead status against my will and XXXX is now claiming that those payments do not count, despite my asking that Paid-Ahead status be removed and my payments be recounted. In XX/XX/XXXX, I formally requested a formal Payment Recount through XXXX XXXX. By XX/XX/XXXX, that recount had still not been completed. I sent a request in XX/XX/XXXX again asking that the recount be performed. In XXXX of XXXX, I received the following message from XXXX, stating that they are " not yet able '' to provide me with the total number of qualifying payments. Transcript is below : -- -- - " Thank you for contacting XXXX XXXX! We apologize for not yet being able to provide you with the number of qualifying payments made toward Public Service Loan Forgiveness ( PSLF ). Since each account must go through a detailed review process, providing you with these details can sometimes take a great deal of time. We will notify you via letter once the review has been completed. Please use the " Contact Us '' link through your online account at XXXX to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department, which is open Monday through Friday, XXXX XXXX - XXXX XXXX ( ET ). Sincerely, XXXX XXXX XXXX >> Original Message ... >> Message : Hello, >> >> >> I formally requested a recount of my PSLF payments back in XX/XX/XXXX. It is now XX/XX/XXXX, and I still have not received that recount. Of note, the main concern is that I was put into Paid Ahead Status, and that it was not my INTENT to be in Paid Ahead Status, and this has thrown off my payment counts. >> >> >> Could you kindly respond and let me know when I can expect to have my PSLF payment recount completed? >> >> >> Many thanks, >> ''
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
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 120 days late payment on the dates XX/XX/2014, XX/XX/2014, XXXX XX/XX/2014, XX/XX/2014, XX/XX/2014, XX/XX/2014, XX/XX/2014, XXXX, XX/XX/2014, XX/XX/2014. 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: AL
Zip: 36832
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am working towards loan forgiveness through the Public Service Loan Forgiveness program. I should be credited with making approximately 98 " qualifying payments. '' Fedloan is crediting me with 23 " qualifying payments. '' Fedloan will not explain their analysis, nor will they even make someone generally available to answer my questions. They will also not give me access to my records that they have ( or claim to have ) from other loan servicers, including XXXX XXXX XXXX. Additionally, part of the discrepancy is that lump sump payments were made on my behalf through the Department of Justice 's XXXX XXXX XXXX XXXX. There were 7 of these lump sums payments, putting me in " paid ahead '' status for 31 months. Fedloan is not counting these as on time payments.
Company Response:
State: OR
Zip: 97217
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX XXXX is indicating that I have only made 45 qualifying payments out of the 120 required for the PSLF program. According to my records, I have made 65 qualifying payments.
Company Response:
State: NV
Zip: 89130
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I took out four XXXX XXXX XXXX at the same time to finance my graduate school education. I have been paying on those loans consecutively since XXXX, first through XXXX XXXX and now through XXXX XXXX ( U.S. gov. ). Since I am a XXXX at a XXXX XXXX, I always planned on applying for the Public Service Loan Forgiveness program. I have now applied for that program, but XXXX XXXX says many payments for the first two loans were under a standard payment plan for 2 years and those payments are not qualified for PSLF. So, I now have two loans eligible for forgiveness in XXXX and the two ( larger loans ) not eligible until XXXX. This means I can not take advantage of the XXXX XXXX XXXX XXXX at my university. I will be well into my XXXX when my loans are forgiven. I do not believe I should be punished for making LARGER payments, under a standard repayment plan for two years. Nobody at XXXX XXXX offered any counseling saying that type of repayment plan would be disqualifying for PSLF. This whole program is very misleading.
Company Response:
State: CA
Zip: 92127
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A