Date Received: 2019-02-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a XXXX XXXX. I have been part of the Public Service Loan Forgiveness program for many years. When I came out of XXXX school in 2009 with a XXXX XXXX in XXXX XXXX I had about {$92000.00} in student debt. I have been a XXXX for these last ten years paying as much as I can a month. Over {$500.00} per month for the last several years, my wife is in the same boat. The amount of money we pay each month is close to {$1000.00}, like having another mortgage. This has kept us from purchasing a home, but we were willing to pay because we are so grateful for our education. I pay currently {$540.00} a month, which is less than the interest on the loan. I'd wager that I have paid between 25K and 35K in the last 10 years, but my loan ( originally XXXX ) is now XXXX. All that money paid and my total has only gone up ... XXXX XXXX dollars. The promise of forgiveness has kept me focus on working hard and paying, even though my balance each month goes up after I send them 100 's of dollars. To see now that others have completed the program but are being denied forgiveness is totally terrifying. I feel that we were all lied to, and that our future is in jeopardy. The Attorney General seems to be the most focused on this outrage of anyone in the country, and I feel very lucky to be a Massachusetts resident. I need your help, and would like the support of the CFPB to protect my family, and make sure that the promises were made to us over ten years ago are kept. We became XXXX to help make our communities better, we ignored the chances to make more money in order to give back, because we believe in public service, just like you who are reading this. The ability to be free from these debts after our 10 year commitment, and the chance to by ourselves a small house somewhere and get a dog should not be outrageous dreams that are unattainable. Please let me know what I need to do, and I will do it. And thank you so much for this chance to fight back and not be bullied by these crooks.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My spouse recently had some changes made to her income and since I'm on an IBR I sent in the appropriate paperwork to make a change ( XX/XX/19 ). All paperwork ( paystubs ) were sent in and the correct filing was done. 30 days later on XX/XX/19 I was denied a change. The explanation was that the paperwork was " more than 90 days old ''. The pay date for the subs sent in was from XX/XX/19 which still isn't 90 days old. I called on XX/XX/19 to have them check and the rep said that it was a mistake and all the paperwork was filed correctly. He said that I would have it corrected within 10 days. I called 14 days later ( XX/XX/19 ) when nothing had changed and was told that it was still processing and that I needed to wait. Meanwhile I've had to make 2 months worth of payments calculated on a salary that is larger than it is currently. I am so sick of constantly waiting for these people while I'm held to a perfect standard when it comes to my own actions. Please help.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been enrolled in PSLF since I have been working for the state and federal government since I've graduated from my XXXX XXXX degree ( FYI, I received by degree in the XXXX XXXX from XXXX University so I couldn't select it in the form ). When I started with the state government in XXXX, my loan repayment program was income driven until I moved to the federal government in XXXX. When I moved to the federal government in XXXX I moved to a ten year repayment plan schedule which moved my monthly payment to approximately {$450.00}. Starting in XXXX my current employer offered to pay part of my loan down at the amount of $ XXXX. They've paid this amount for XXXX and XXXX, however, my monthly payment did not go down. I've requested Pennsylvania Higher Education Assistance Agency ( PHEAA ) as to why my monthly payment would not be reduced as my loan amount has reduced by 50 %. I've called them and emailed them several times over the past month and they refuse to recalculate my monthly payment and have stopped responding to me. I am quite confused as to why my monthly payment would not be reduced when I'm trying to pay off my loan prior to the PSLF end date in XXXX. I have conversations documented via email.
Company Response:
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: There are too many dates to list that they have delayed/rejected/improperly handled turning in and approving my IDR request, most recently NOW. A year ago they did the same thing. Everything, including bank statement and pay stubs and request, is rejected without reasons. Every time this happens I am in deferment and, of course, this eats away at time I may need later on in time of true need. I also have issues lowering my payment. My household is paying mine and my husbands loan off and we literally live paycheck to paycheck. Calling is no help ... they don't even understand what I am saying and have no answers. Last year I couldn't even get it straightened out, to the point of taking almost the entire year till I had to recert again. My doctor is saying t hat after analysis of my life style that the greatest stress IS my student loans and the inability to get assistance. PLEASE help me! I have no idea what to do. I am at the point of looking for a class action lawsuit so that I can get some relief!
Company Response:
State: AZ
Zip: 85204
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX XXXX notified that XXXX notified them of TPD application and the loans they were servicing will be suspended and no payment will be required. XX/XX/XXXX XXXX approved TPD Discharge of all loans. XX/XX/XXXX XXXX sent me a document stating, " We now service your student loans '' stating the three loans from XXXX have been transferred to them. XX/XX/XXXX XXXX emailed me stating they are my new loan servicer. XX/XX/XXXX I emailed XXXX stating the 3 loans were discharged by XXXX under TPD. XX/XX/XXXX I emailed XXXX at XXXX stating " My loans are with fedloan. 2 were paid off with the XXXX discharge ; 3 were not. Could you please alert them that those loans are to be XXXX as well? '' XX/XX/XXXX XXXX emailed me stating they received my documents and would review them. XX/XX/XXXX XXXX emailed me stating they received my documents and would review them ( again ). XX/XX/XXXX XXXX told me to contact XXXX. XX/XX/XXXX I emailed XXXX stating I already applied and was approved for discharge and XXXX told me to contact XXXX. XX/XX/XXXX XXXX stated I was " considered XXXX XXXX XXXX XXXX as of XX/XX/XXXX. The three loans currently in our system have disbursement dates of XX/XX/XXXX and XX/XX/XXXX. Since these loans were disbursed prior to XX/XX/XXXX, you would still remain responsible for these loans. '' *THIS IS INACCURATE** XX/XX/XXXX I emailed back stating that is not how that works ; that the other 2 loans that were discharged were disbursed prior to the XXXX date. XX/XX/XXXX I called XXXX. Customer service stated they did not have access to know why the 3 loans were not discharged -- could have been that they were in grace. She told me to upload the document from XXXX so the department could review the discharge. *This call is recorded*. XX/XX/XXXX I uploaded the XXXX TPD approval letter. XX/XX/XXXX XXXX emailed stating they received the Discharge Application and I could expect them to conduct the review within 10 business days. XX/XX/XXXX XXXX gave me a document, " Your Student Loan Repayment Details '' showing the three loans and the the repayment start dates of XX/XX/XXXX with a total amount to be repaid of {$9400.00}. XX/XX/XXXX XXXX emailed me to contact XXXX. XX/XX/XXXX I emailed XXXX stating I uploaded the document that says the loans have been discharged. XX/XX/XXXX XXXX emailed me telling me that " although no payments are due at this time, interest continues to accrue on your loan ( s ). '' XX/XX/XXXX XXXX gave me a document titled, " XXXX XXXX XXXX XXXX XXXX Request '' and stated, " We're sorry to hear about the health concerns that you contacted us about. You may wish to apply for a XXXX XXXX XXXX XXXX XXXX. '' XX/XX/XXXX I received an email stating my loan grace period was ending and soon I'll begin making payments. XX/XX/XXXX I called XXXX saying I have been approved for discharge and that I should not be getting emails about having to make payments. I asked them to review the uploaded letter from XXXX and to discharge the loans and suspend/cancel payments. The customer service representative told me, " We don't have to do anything. '' **This call is recorded. XXXX XX/XX/XXXX XXXX sent me a document stating, " We denied your SCRA request. '' I never applied for SCRA as I am not on XXXX XXXX! I am a XXXX veteran! XX/XX/XXXX XXXX sent me a Quarterly Student Loan update showing the 3 loans in question with principal balances and statuses, " IN GRACE PERIOD. '' XX/XX/XXXX XXXX emailed me stating they received my documents and would review them ( for the third time ). XX/XX/XXXX XXXX emailed stating, " Our records indicate you were in contact with our office on XX/XX/XXXX and received assistance regarding the inquiry in your email. '' XX/XX/XXXX XXXX emailed me to tell me that my account is due for a payment on XX/XX/XXXX.
Company Response:
State: WI
Zip: 54301
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX XXXX Account # XXXX Current Amount : {$15000.00} GOOD Standing Balance : {$12000.00} GOODWILL LETTER FCRA Section 609 Dispute To Whom It May Concern, Thank you for taking the time out of your day to read this letter. I just pulled my credit report, and discovered that a late payment was reported on XX/XX/. I do not agree with this entire loan balance. I have been very patient with XXXX and explaining and providing documents that this loan does not belong to me. This is a fraudulent account. I have been trying every step to prove to you from documents, bankruptcy and disputing with the credit bureaus. This loan is currently in forbearance, how is it possible that it jumped from {$12000.00} from XX/XX/ to {$15000.00}, in one month? Then I am also seeing different balances on my credit reports vs. when I am currently viewing myfedloan account, as I am typing this letter. This is false amounts, each an every time. This is going again the Fair Credit Reporting Act 15 U.S.C. 1681. One of my Credit reports are currently showing {$15000.00}, as I am typing this letter. Everything is not being treated legally on this account. XXXX is in violation of reporting inaccurate information. My account balance should be {$0.00} and due to the violation, I am seeking money back for the damages that this has caused to my name and credit scores. There are illegal interest fees being charged on this account. This issue needs to be resolved immediately. XX/XX/ XXXX XXXX XXXX Account # XXXX Current Amount : {$15000.00} GOOD Standing Balance : {$12000.00} GOODWILL LETTER I am challenging you all to show me proof that this is my debt and that I actually owe XXXX. Plus, this information is more than XXXX XXXX XXXX and must be removed from my file, on top of it not belonging to me in the beginning. Please provide to me the information that you gave to my credit reports, to XXXX XXXX XXXX, that you want to claim that this is correct information? I received a copy of my credit report and am disputing some items that need to be deleted. I have highlighted and numbered these disputed items on the attached copy. The reasons why these items should be deleted are indicated below : Item # Reason for Deletion According to the provisions of the Fair Credit Reporting Act 611 ( a ) [ 15 USC 1681i ( a ) ], these disputed items must be reinvestigated or deleted from my credit record within 30 days. During the investigation period, these items must be removed from my credit report as the mere reporting of items prior to debt validation constitutes collection activity. I am also requesting the names, addresses and telephone numbers of individuals you contacted during your investigation. Please notify me that the above items have been deleted pursuant to 611 ( a ) ( 6 ) [ 15 USC 1681j ( a ) ( 6 ) ]. I am also requesting an updated copy of my credit report, which should be sent to the address listed below. According to the provisions of 612 [ 15 USC 1681j ], there should be no charge for this report. If you have any questions or need additional information, please contact me at address noted below. Sincerely, XXXX XXXX
Company Response:
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I received notification from XXXX XXXX XXXX that my employment certification form for the PSLF program had been processed. However, despite the fact that XXXX agreed that I had been in qualifying employment for the entire certification period ( XX/XX/XXXX-XX/XX/XXXX ), there were two anomalies in the certification report. First, my payment history clearly shows that I made 17 or 18 payments during this period, but XXXX XXXX did not credit me with more than 10 payments during this period on any of my loans. Second, for some reason, even though all of my payments were made by auto debit, and should have been applied to all of my loans, some of my loans show 10 payments while others show 8. After receiving this perplexing report, I asked XXXX XXXX to review their findings, as they made no sense. Was told, on XX/XX/XXXX, that a manual review would occur. Each time I call, they tell me it's not done yet, and they have no information regarding when it will be completed. It is now XX/XX/XXXX ( 111 days after the review was initiated ), and XXXX XXXX still has not conducted the review, and still has no estimate for when it will be completed. This is completely unacceptable customer service, especially when the ability to plan ahead for PSLF is such a vital component of my financial planning.
Company Response:
State: NY
Zip: 13045
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was in deferment since I was attending classes as a XXXX XXXX XXXX untill XX/XX/XXXX when the deferment period of the loan ran out with AES. Since I was still attending classes I did not receive any messages about this since I had no idea to log into the account. They finally reached me in mid XX/XX/XXXX and told me the situation and that they would mail and email me the form to fill out. Since my printer was broken I waited for the mailed copy but it never arrived. I printed it out and mailed it mid XX/XX/XXXX and they received it XX/XX/XXXX. XX/XX/XXXX they defaulted the loan to XXXX XXXX and informed me I needed to speak to them. I spoke to XXXX and they kept saying I needed to speak to AES about the loan until someone at XXXX said they will speak to their manager who said they would contact AES. I never heard back from XXXX or received a voicemail from a number identifying them as XXXX. Starting in late XXXX early XX/XX/XXXX started receiving calls from debt collectors on the loans since it went to two different companies, one loan for XXXX and the other one for XXXX. Called AES and they say their is nothing they can do since it was a private loan and that the form I filled out from the message they sent was the wrong one. Called XXXX as well and they won't do anything as well.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/XXXX I finished consolidating my student loans being serviced by Department of Education/XXXX XXXX, then in XX/XX/XXXX I requested to be a part of the Public Service Loan Forgiveness Program ( PSLF ) and Income Based Repayment Plan ( IBRP ). By XX/XX/XXXX XXXX XXXX transferred by consolidated loan to Department of Education/XXXX XXXX ( PHEAA ). I noticed that once my loans were transferred to XXXX my newest account/balance/revolving payments are missing from my credit reports and my closed older accounts show incorrect balances. I have attempted to reach XXXX XXXX to request correct credit reporting, however, the electronic phone system will not allow me to speak with a representative and emails I send to XXXX 's account info remain unresolved. I am requesting that my account with XXXX be reviewed and correct loan information be reported to the credit bureaus as soon as possible.
Company Response:
State: NC
Zip: 27527
Submitted Via: Web
Date Sent: 2019-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am eligible for the Public Service Loan Forgiveness program and submitted the initial application to enroll in the program. I was switched to XXXX XXXX for my servicer in XX/XX/XXXX. I have consistently submitted payments and updated my employment certification forms, but in XX/XX/XXXX I noticed that my account showed only 9 qualifying payments had been made under the PSLF program. I called XXXX XXXX and stated that I had 6 1/2 years worth of payments that were missing from that number. They told me that my previous loan servier, XXXX, never sent over the information. I called XXXX who stated they did in fact send it, but would be willing to submit the information to XXXX XXXX again. I received confirmation on XX/XX/XXXX that XXXX XXXX received the necessary information from XXXX and they would be in process of verifying 66 loan payments, but it could take up to 6 months. So today, XX/XX/XXXX, I called XXXX XXXX because it has been 6 months and it still shows only 9 payments have been made. I was told that they actually don't have timelines that they expect to complete this process and it could take 1-2 YEARS to verify some accounts. I was told they have over half a million accounts that they are processing with limited staff and I just need to be patient. I was told the requests are processed in the order they were received. So I asked if they could tell me where I stood in the line of people, whether there was a number in a queue, and their response was " no, I don't know where you are in line ''. I explained that this is incredibly frustrating and concerning that 6 years worth of payments are essentially being held hostage because their company can't process anything in a timely manner. I asked if this is why only 1 % of people are actually receiving forgiveness, because they are taking so long to process information? I was told the actual application for forgiveness is a separate process that involves my account being reviewed AGAIN, and that could take up to 6 months. So now I sit here with 6 years worth of payments not being accounted for, being managed by a company who can't give me any information about where I stand or how long it could take to verify all those payments and all I can do is wait. Wait anywhere from 6 months to 2 YEARS, plus the time of processing the actual application when I am eligible. This is extremely poor management of such a significant program. This company should be held liable for their long wait times, lack of communication, poor customer service, and conflicting information. It is a disservice to every single person in this program that XXXX XXXX is the ONLY company that manages this program. There are multiple servicers, we should have the option of more than just this company. I feel helpless and frustrated that there is literally nothing I can do about this except wait even longer until they decide to get to my account. I qualify in every sense of the word for PSLF, I have continuously made payments on time and completed every necessary document and the only thing I get in return is a vague suggestion to just keep waiting. This is unacceptable and something needs to be done for the half million applicants like me who must be going through the same thing.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A