Date Received: 2019-03-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a part of the PSLF program ( public service loan forgiveness ). I am a XXXX in North Carolina. Upon review of my certified payments through XXXX Servicing ( XXXX ), I noticed a discrepancy and called to speak with a representative on XX/XX/XXXX. I was told I needed to go online and fill out a contact form. I immediately did that with the discrepancy information. They have 6 months of qualifying payments missing from one of my certified documents and another 9 qualifying payments from another. All I received were confirmation emails that they received my concern and would contact me " as soon as possible. '' I waited and sent additional emails on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. All of these emails have gone unanswered other than one of them on XX/XX/XXXX when I mentioned I may need to seek legal counsel, to which a representative named XXXX replied that " We are currently reviewing your qualifying payments for Public Service Loan Forgiveness. This is a manual process and can take a great deal of time. We understand it is frustrating to wait, and we apologize for not having a precise time frame for this process. At this time we have many requests of this nature and are working as quickly and accurately as possible to satisfy all requests. '' Other than that, I have received no response. I'm concerned that my loan forgiveness is not only inaccurate but that I have virtually no recourse in how long or even IF my payments will be corrected as the customer representatives will not speak with me about it and no one will email me back. It's preposterous! How are they able to deal with government-backed loan programs and run a business like this?
Company Response:
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2019-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - Emailed the XXXX / XXXX XXXX XXXX XXXX XXXX through their online contact system to inquire as to why they continually underreport my loan payments and qualified non-profit employment for XXXX XXXX XXXX XXXX ( XXXX ) program. Was told they would reply in 70-90 days - never heard back and it is now XX/XX/XXXX. The XXXX continues to say that they've received my request, but never gets back to me to request documents or even say what the status of my XXXX program is. Here is the contents of the email ( sent twice ) : I sent the below info to you a week ago and have not heard back. When will you contact me back? This problem has been outstanding for over a year and I need assurances that this will be fixed. Please email me back, or at minimum, acknowledge that you received this communication. It's like sending something into a black hole! -- -- My XXXX number of qualifying payments are not calculated correctly. For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 49 qualifying payments. Employer XXXX Employment Date XXXX you list 9 qualifying payments when it should be 24. Employer XXXX, Employment Date XXXX the qualifying payments should be 25. For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 49 qualifying payments. Employer XXXX, Employment Date XXXX you list XXXX qualifying payments when it should be 24. Employer XXXX, Employment Date XXXX the qualifying payments should be 25. For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 49 qualifying payments. Employer XXXX, Employment Date XXXX you list 9 qualifying payments when it should be 24. Employer FXXXX Employment Date XXXX the qualifying payments should be 25. For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 49 qualifying payments. Employer XXXX, Employment Date XXXX you list 9 qualifying payments when it should be 24. Employer XXXX, Employment Date XXXX the qualifying payments should be 25. For Loan Sequence XXXX/Disbursement Date XXXX, as of XX/XX/XXXX I should have 67 qualifying payments. Employer XXXXr, Employment Date XXXX you list 2 qualifying payments when it should be 42. Employer XXXX, Employment Date XXXX the qualifying payments should be 25. I have the statements from the loan payment programs to support this claim. What is the best way to provide this info to you and get my account updated? I have requested this be done every year, and every year the info is grossly incorrect. Please advise as soon as possible.
Company Response:
State: MN
Zip: 55406
Submitted Via: Web
Date Sent: 2019-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Every month when I try and log onto XXXX it locks my account and forces me to go through a lengthy unlock process that usually involves calling them. Also about 50 % of the time when they instruct you to use the app its broken, and it locks your account. I have been using a password manager for at least a year and I get lock out every time. Then I asked the customer service rep what would happen if I XXXX my self, and they replied they would go after why wife and child to collect. They actively do not help you work towards resounable payments but put you on forbarence so they make more money.
Company Response:
State: UT
Zip: 84321
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Good afternoon, I'm contacting you in reference to my American Education Services, American Education Services has been updating my account as delinquent for the past 4 months ( 120 days ) My accounts were consolidated with XXXX XXXX and I explained that to this company. I was told that the account would be placed on forbearance and no reporting would go further as, they do see the accounts is in consolidation status. this has caused a hardship on my credit rating my score has dropped over 100 points due to the failed actions by XXXX and American Education Services My credit rating score was above XXXX. As this is a hardship on my file. I am requesting the removal of the negative rating on my credit file be removed from all reporting agencies XXXX, XXXX, AND XXXX. I need this done ASAP, as American educational service is doing illegal collecting and reporting practices.
Company Response:
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX XXXX XXXX Company is reporting 3 loans each as late twice to all credit bureaus. 90 days late 120 days late 90 days late 120 days late 90 days late 120 days late Totaling 6 missed payments which is inaccurate credit reporting because all loans were on a Income Based Repayment Plan at the same time. The problem with this is that one XXXX XXXX Never notified me prior to the account being out of deferment effective this date. Second XXXX XXXX XXXX Service Never mailed me a letter although my address was on file at the time of the account being in deferment. Third XXXX XXXX service placed the account on a payment schedule without notifying me of my right to request a Income Based Repayment plan. As you will see I have attached copies of their correspondences that were never sent to me and the notification preferences that were on file. All it shows is electronic. Further, there are no records prior to XX/XX/2018 of a notice being sent that an initial payment was due for only 3 loans when all loans were on the same loan application for repayment, only a notice that the account was past due which is inaccurate.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have contacted the company for three months requesting that they correct the information on my credit report. They continue to tell me to wait for 30days and the issue will be resolved and it has not been solved yet. The information they are reporting to the credit bureau is inaccurate and has been for multiple months. I have spoke to supervisors and multiple staffs I just started collecting employee IDs because paperwork that was discussed was never filed. I previously spoke to XXXX XXXX, and XXXX XXXX. XXXX was extremely rude and informed me theres nothing she could do. She also stated she would file a complaint and nothing was submitted. XXXX informed me as well there was nothing she could do to help me. But they have a credit reporting department and was unable to communicate with that department to assist me with resolving this matter.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I continue to struggle with XXXX. There has been an obvious miscalculation of Public Service Loan Forgiveness payments, counting only 9, as I have been making full monthly payments through and income-driven repayment plan faithfully since XXXX when I first consolidated my loans for the express purpose of being in the Public Service Loan Forgiveness program. I just recently sent updated employment certification forms - again - from eligible employers with eligible employment XXXX, detailing no new information I have not sent multiple times since XXXX. I received a reply back that the forms were received and no updates were to be made, and they detailed my eligible employment dates erroneously in spite of having clear, concise data on the proper forms that indicate a continuous period of eligible employment. I have always submitted all paperwork on time every time it was asked of me, and I have never had to stop making eligible monthly payments because of financial trouble. Twice in the last few years I have had my account put in forbearance because of their clerical errors - already detailed documented in a Consumer Financial Protection Bureau complaint I have placed in XX/XX/XXXX - that contribute to a significant extension of my loan by no fault of my own. The incentive structure is extremely problematic here. Through income-driven repayment >90 % of my payment goes to interest, with the last small fraction going to a very large loan, so they are obviously incentivized to keep my loan going as long as possible. Even if I get frustrated and pull out to pay it all down after refinancing, they still get all of their money. This has been such a chronic and common issue that I can only think they institutionalize some degree of incompetence and/or commitment to these anti-borrower and frankly misanthropic incentives in order to maximize their gains at the expense of students, especially with so few servicers who all seem to be terrible to borrowers. This has to change. I hope State and Federal authorities can assist in applying pressure on XXXX and other servicers to remember their borrowers are people who needed and appreciate their help to pay for education, and not to mistreat the vast majority of us who are following The Rules but are still being bilked.
Company Response:
State: IL
Zip: 60062
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I served in the US Military ( XXXX ) on XXXX XXXX from XX/XX/XXXX until XX/XX/XXXX. This is considered qualifying service under the Public Service Loan Forgiveness ( PSLF ) program. During this time, I made 45 required monthly payments : the first student loan payment was made on XX/XX/XXXX and the 45th required monthly payment was made on XX/XX/XXXX. I certified my employment before leaving military service. XXXX XXXX, my student loan servicer, only credited me with 16 PSLF-qualifying payments. All of my payments were made during qualifying service under an IBR and were all on-time ( I enrolled in automatic debiting ). When I confronted XXXX XXXX about the huge discrepancy, the reply was that I made extra payments once or twice a year and that was causing them confusion. I asked that my account be audited on XX/XX/XXXX. As of XX/XX/XXXX my account still hadn't been reconciled. I then phoned XXXX XXXX and requested an expedited audit. It has now been 4 months since I requested the first audit. I am still waiting. Why is it taking XXXX XXXX 4 months to count 45 payments? As my student loan servicer, they have an obligation to ensure my loan records are correct and to take action to correct them when they are not. They have failed to do this. I am attaching my payment history file, downloaded from the XXXX XXXX website. I added a column to the table counting the number of required minimum monthly payments I made during my qualifying service. The number is 45. One of XXXX XXXX XXXX accountants could have easily done this 4 months ago. It took me all of 4 minutes. I am also attaching the letter from XXXX XXXX counting only 16 of these 45 payments. Finally, I'm attaching my XXXX to prove my dates of military service.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Contacted XXXX XXXX XXXX via mail, the first time, on XX/XX/XXXX, to make arrangements to settle the account in exchange for the original instrument of indebtedness in its original form. They received the letter according to return receipt, on XX/XX/XXXX, but no response. Sent a second request for removal of inaccurate information on XX/XX/XXXX. They received the letter according to return receipt, on XX/XX/XXXX, but no response. Sent a third request on XX/XX/XXXX.
Company Response:
State: HI
Zip: 96720
Submitted Via: Web
Date Sent: 2019-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Below is my dispute letter sent to the creditor along with the important dates : ************************************************** Hello, I will explain the timeline of events below and why I feel that I should not have a delinquency on my credit report. XX/XX/XXXX - My monthly payment is normally {$340.00}. I was behind a month so I paid {$690.00}. My bank account was charged {$1300.00}. XX/XX/XXXX - I notice the over payment and call to have {$690.00} refunded to my account. They tell me it takes 30 days to process I should see funds by XXXX XX/XX/XXXX - I notice my account is still showing delinquent even though they are in the process of refunding my money. I ask and they say it never got processed and that it would be another 30 days to receive funds. At this point I tell customer service to not write another check. I told the representative to cancel the refund and credit my account. The {$690.00} would have made me current up to XXXX so this made the most sense to me. They tell me it takes 7-10 days to cancel but the account will be current and there will be no late fees. XX/XX/XXXX - My grandmother gets a harassing email. I check on the account and they say I am 70 days delinquent. I asked what happened to the refund check cancellation and account credit, they tell me that didn't happen and that they wrote a check for the refund on XX/XX/XXXX. When I asked why they wrote a refund in XXXX even though I cancelled the refund in XXXX I received a no answer XX/XX/XXXX - I make a payment of {$340.00}. I believe this payment should be for XXXX, however since my account was never credited this payment went towards XXXX. XX/XX/XXXX I make another payment of {$340.00}. I believe this should be for XXXX, it went towards XXXX XX/XX/XXXX I finally receive the refund check. XX/XX/XXXX my credit repair representatives notify me of a delinquency showing up on my credit report. I call AES and the representatives tell me to fill out attached dispute form. Also, I pay the remaining {$690.00} the same day In summary, I would like to have the delinquency removed from my credit report since your representative assured me that my refund check would be cancelled and my account would be brought current on XX/XX/XXXX. For some reason that did not happen and I do not feel my credit report should reflect miscommunication from your organization. I have been working very diligently on repairing my credit report and this delinquency is cause severe damage to my credit. Thank you for reading my dispute and I look forward to hearing from you with a resolution. ************************************************* B elow is an updated time line of the dispute : XX/XX/XXXX I was working with a company called XXXX XXXX XXXX and they were to fax my dispute letter in XXXX. I never hear a resolution. The email directly to AES regarding the status occurs on XX/XX/XXXX XX/XX/XXXX I receive a dispute response from AES and they deny my dispute and take no action. I now file a complaint with the consumer financial protection bureau.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2019-03-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A