Date Received: 2019-03-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been attempting to contact XXXX regarding my federal student loans and my participation in the Public Student Loan Forgiveness Program. I made a call to XXXX on XX/XX/2019 at XXXX XXXX and was on hold for over 40 minutes, waiting to speak to a customer service agent. At no point in this 40 minutes was I able to speak with a live representative. The automessage suggests to " call back at a later time, '' but I have also experienced excessive wait times later in the day. Excessive wait time to speak with a XXXX agent is effectively preventing me from being able to manage my federal student loans.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-12
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I am a physician with > {$350000.00} in student loan debt through XXXX XXXX. They have been challenging to deal with for the last decade, to say the least. I found out when logging into my account on XX/XX/XXXX that my loans were put into forbearance without my knowledge. As a result, payments were suspended, interest rates were increased ( to nearly 8 % ). I spoke with 3 different individuals with XXXX. The first 2 told me I must have missed a payment ( never have in 10 years, I overpay on them ). When they verified that, they told me they had no idea why I was in forbearance due to delinquency. A higher level individual notified me that in XXXX, when I applied for the Pay as You Earn ( PAYE ) program, I was denied this program, which would have resulted in lower monthly payments ( at a time that I really needed that ), and that denial was an error. They " corrected '' this on my behalf right now. As a result, when switching repayment programs my loans were put into forbearance, with the resultant negative consequences ( higher interest rates, the {$48000.00} of interest now may capitalize on my principal, no one could answer why it was listed as a delinquency forbearance which may impact my credit ). All of this was done without my knowledge or consent. Based on a previously denied PAYE application in XXXX. I only found out about the forbearance when Iogged in to my account. They are currently " submitting my file for review, '' I can do nothing but hope some of this is corrected. I asked for something in writing regarding all of this, which as of now I have not received. They do not seem to take seriously how egregious this is.
Company Response:
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: All accounts are paid in full but they do not update their system and it's been 30 days and it still shows on my credit report as open account with a balance. Every time I call in they do not know why and no one can help.
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My billing emails arrive a day after the bill is due. For example, I received an email on XX/XX/2019 when the bill was due on XX/XX/2019. I find this unacceptable.
Company Response:
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX online XXXX XXXX XXXX XXXX XXXX Bank. XXXX at XXXX margin. To increase with the market. With origination fee the loan ammount was XXXX Since XXXX I have paid XXXX dollars and just received a new term loan agreement stating I still have another 102 months. With a completely different lender on it. This company is such a scam and should not be allowed to issues loans to consumers. 11 years paying on a XXXX loan and still owe XXXX dollars, how is this possible? I have asked to be sent proof of ownership to the loan. I have also asked for detailed descriptions of payments and breakdowns. I received half the statements and not really anything complete. Personally none of my DOCUMENTS seem to match the lenders and they are unable to provide the orginal contract agreement as I requested that as well. Overall I have paid more than enough money in and now they tack on another XXXX payments. How? Under what contracts etc? This place needs investigated further. My friends in XXXX XXXX were also victims of these crooks. Something needs to be done.
Company Response:
State: VA
Zip: 22655
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a XXXX XXXX XXXX/XXXX veteran. I served 20 years in the military. After retirement I decided to use my GI Bill to attend XXXX University and obtain my degree. I am just 2 classes short from earning my degree at this point. ( XXXX did not accept all of my military credits as transfer credits and, I took a full course load for 4 years - but still don't have a degree somehow ). In 2015 I stopped attending XXXX full time since I just needed 2 more classes. During school, I ended up borrowing using some student loans since I had a wife and XXXX children who came with me to XXXX and we had extra expenses than what the GI bill covered. My student loans became due several months later. I paid them but slowly it became too difficult as I was not working, my wife also owed student loans, and I had a daughter approaching college age. I tried relentlessly to contact XXXX, XXXX and XXXX XXXX, which were servicing my loans, to get my payments deferred or reduced. When I called there was always a 1-2 hour wait. I called to ask them to talk to my wife who handles our finances. They said they would send me an email form to complete and return - I never received the email. I tried to use their online website to submit payments and contact them but the website would not let me create a user profile and log in. When I finally reached someone at XXXX XXXX XXXX they said I could set up loan deferment and we set it up over the phone. Three months later I found monthly email statements that showed they had never processed my deferment request and had been charging me each month, which put me in a delinquent status! I called and waited on hold for over an hour and they put me on a payment plan. Several weeks later the payment became due, but when the statement came it was for more than the amount we had agreed upon on the phone! I suffer from XXXX from my time in the military. There has been so many obstacles to working with these school loan servicers it has been so difficult. I have been unemployed for most of the time since attending XXXX, but I have not been able to reach the servicers to apply for deferment or forbearance since my early attempts. My school loans have now gone into default. We were sent a letter saying we now owe {$40000.00}, but I know I did not borrow this much money. I have records that show 1 loan was only {$3000.00}. My family needed money from our tax returns recently, but over {$10000.00} were taken in garnishment. I do not know who to call or where to turn at this point. 1. How do I get straightened out what amount I really owe? 2. How do I get back on some realistic payment plan, given that I am still unemployed? 3. Is there a payment plan for veterans that are XXXX? Thank you in advance for your assistance. XXXX XXXX, XXXX XXXX
Company Response:
State: NJ
Zip: 08854
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-11
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: I've contacted XXXX and the other credit bureaus several times regarding an incorrect report on my credit report. I have XXXX XXXX my federal loans. My credit reports are showing that I was late with payments to XXXX from XX/XX/XXXX-XXXX ( or XXXX ) XX/XX/XXXX on one of my federal student loans. I spoke with a XXXX representative in XX/XX/XXXX who looked at my account and verified that I was never late during this period and never received any sort of notification that would indicate such. In fact, there was no delinquency showing on any of my credit reports until XX/XX/XXXX, which was suddenly reporting that I was several months past due. Apparently there was a balance generated in XXXX XXXX system associated with my forbearance 5+years ago, that should have been covered by my payment and wasn't, and was never communicated to me, despite my account being in autopayment and making timely monthly payments. The XXXX representative indicated she was escalating this matter to the credit reporting division, and that it would be corrected in about two weeks. Again, in XXXX XXXX and the credit bureaus was supposed to be correcting this incorrect information. Despite this, I keep getting notified from XXXX that the investigation is complete, and yet the information is still the same ( see attached screenshot ) .This reporting is negatively affecting my applications for credit. I sent my XXXX statements to XXXX et al showing that I have never been notified of any delinquency on this account, and told them how unfair that I as the consumer have to prove my innocence, versus the debtor having to prove this a valid debt ( apparently the debtor just has to acknowledge its reporting is correct and that is sufficient ). I have asked XXXX et al and XXXX several times to re-investigate this matter. They each claim they have looked into it, and yet I am still seeing this error on my report. Attached to this complaint are my statements from XXXX showing my account information. The payment summary in the top right corner shows when XXXX received its last payment, when the next payment is due, and for how much. As you will see, there is never a late amount mentioned or due. Though I strongly resent having to prove I'm not responsible for this reporting, I will gladly turn over anything in my possession to help clear this matter.
Company Response:
State: TX
Zip: 77019
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I created my account with XXXX Servicing, and I uploaded all of my Employment Certification forms for the Public Service Student Loan Forgiveness program. I received notice that all of my forms were received on XX/XX/XXXX. I called the customer support line shortly after my account was set up to check in that all of my Employment Certification forms were correctly received and to see how long the review normally takes. At first, I was told it may be 6 months, but no communication was sent to me telling me that the review of my student loans was in process or any timeline for how long I can typically expect to wait. I called again in XXXX of XXXX to see if the review was starting and if I would see an update on my qualifying payments anytime soon. I wasn't told anything specific, just that the review hadn't started and that I would get some kind of written communication if anything else was required. I called again in XX/XX/XXXX, and again, I was told to call back in 30 days to see if the review had started. I called again in XX/XX/XXXX and was told that nowhere was there any written guideline of how long the review takes. I was told it could take up to a year, but that there was no timeline. I asked to have my case escalated, because I thought this was pretty poor customer service, but I suspect I was then just put back into holding queue because the person I spoke to next was another customer service rep who told me there was no timeline for their review. I believe XXXX servicing should be more transparent with their process and where loan forgiveness applicants are in the process. These are not petty annoyances that I'm not getting answers about. Whether I get this loan forgiveness determines if I can afford to buy a house in three years. It determines whether I look for another job outside of the non-profit sector in a year. Whether I get loan forgiveness also determines my personal professional development budget, how much I can afford to save for my wedding, and what kind of career opportunities I will entertain because I have to stay in the non-profit sector. Conversely, if I'm denied PSLF, I need to know now if I should pursue a different career and how I need to alter my budgets/plans and take on additional jobs so that I can continue building towards my financial goals. What I've witnessed in XXXX Servicing customer service is a lack of any clarity in policies and procedures, which cascades to uncertainty about my participation in the economy.
Company Response:
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been working full time with a PSLF-qualified employer and making qualifying payments since XX/XX/XXXX. When my loans were from transferred to XXXX, XXXX did not count all of the qualifying payments. A request to review my case was submitted by a fedloan representative XX/XX/XXXX, but my case has not been reviewed. Additionally, through the XXXX website, I am unable to access past PSLF employer certification forms I submitted and I can not access information on payments that were made during the year XXXX.
Company Response:
State: NY
Zip: 11385
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-11
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I was enrolled in XXXX XXXX XXXX University in a XXXX 's program. I received an excess funds payment on my last term. Two weeks later, I was blocked from my student class because I was informed I had a balance due. I was unable to resolve the situation. I kept asking why I received the excess funds refund when there was a balance due. I had to drop from the program as this was my final capstone class. I could not get anyone to explain why I received a refund when there was a balance due. I can not afford to pay the balance as I am low income. I received a letter from legal counsel of XXXX stating I owe {$1700.00} and if not resolved, this matter may be placed with a collection agency.
Company Response:
State: IA
Zip: 528XX
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A