Date Received: 2019-02-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I began participating in Public Service Loan Forgiveness XX/XX/XXXX. The student loan servicer has mishandled my calculations about the number of PSLF payments I have made and will not respond with an updated count, which I first requested 14 months ago, and have continued to request. I keep meticulous records, copies of everything, and I should have XXXX qualifying payments as of XX/XX/XXXX. PSLF is not counting many of the eligible and qualifying payments I made. I first noticed the problem in XX/XX/XXXX, when they replied to my XX/XX/XXXX Employment Verification form I had submitted. The number of payments was lower than it should be - and was not the same as Fed Loan Servicing 's previous year response + the XX/XX/XXXX payments. Something was wrong. So I contacted XXXX XXXX XXXX 's PSLF Department in XX/XX/XXXX by phone. I was told I could ask for a recount, which I did. They said they could not tell me how long it would take. It has now been 14 months and I have still received no response from XXXX XXXX XXXX and PSLF. I have called monthly to check. I have asked if there is anything I can do to expedite this. I have asked how long this would take. I have spoken to a number of supervisors there. I have been told my request has been marked as " expedited '' or " escalated, '' but still no response. In XX/XX/XXXX, one customer service agent there told me I should re-send all my employment verification forms, which I did, with a letter explaining this and supplying the correct count of payments, per ECF, and asking for a response. Still no response. REcently I was told they incompletely transferred information from a previous loan servicer. Even though what is supposed to happen when you file your first ECF is that your loan is transferred to XXXX XXXX XXXX, they did not do that. Instead, my loan was, without my request, transferred from one provider to another, including XXXX. Why did they not immediately transfer all files and my loan to XXXX XXXX XXXX when I first began participating in PSLF and submited documentation? Why were some records incompletely transferred? What are they doing to fix their error? This had nothing to do with me, and is not something I am at all involved in. It seems to be an error on the part of PSLF and XXXX XXXX XXXX in conducting their work. In addition, I pointed out that those payments HAD formerly been being counted by XXXX XXXX XXXX and PSLF towards PSLF, until the XX/XX/XXXX ECF was submitted, and suddenly they stopped counting them. Why did they stop? They could not or would not tell me. When will I receive a response? They could not or would not tell me. I'm told they have to count the payments " by hand, '' and going through one month 's payment takes a person 30 minutes. Surely this is unreasonable for a national agency who has won the sole federal contract to be the provider for PSLF? Surely consumers should not have to wait more than one year for a simple response on a recount?? Surely someone should be able to tell me why they stopped counting payments that should be counted and that they formerly had counted? I would like a response from the PSLF and XXXX XXXX XXXX, and I would like the count of my payments to be accurate. I would like the opportunity to appeal or dispute if they are not, and have a response in a timely manner that is told at the start, not this open ended TBA situation. As I am less than 2 years away from the forgiveness period, by my calculations, I can not afford for PSLF and Fed Loan Servicing to delay for additional months or years.
Company Response:
State: IN
Zip: 46385
Submitted Via: Web
Date Sent: 2019-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been paying my student loans monthly under the IBR plan for 7 years. When I certified my loans with my employers, a new provider, XXXX XXXX, took over my account. They have only given me credit for about 2 and a half years of payments. When I call they tell me my file is under review, but that I have been paying for about 7 years. They claim it will take 3 months to finalize the process and correct my account. I call monthly and no progress has been made since XX/XX/2017 ( 15 months ). They give me the same line every time. I am always very courteous on the phone as are most of the customer service reps.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2019-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-16
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Told them to stop calling me at work XX/XX/19. Was told by them in a threatening manner that they will continue to contact me at work. Called Me at work XX/XX/19.
Company Response:
State: PA
Zip: 163XX
Submitted Via: Web
Date Sent: 2019-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: To answer questions in order recommended : 1. My complaint is regarding XXXX lack of timeliness and inability to accurately track and return a signed, one page document to me. 2. I am trying to apply for the Education Debt Reduction Program ( EDRP ) which is offered by the XXXX XXXX to reimburse you for up to {$200000.00} of federal loans over five years, granted that you apply and are chosen for the program within the first four months of being hired. It is finite and therefore, timeliness is of the upmost importance. I needed one signature to confirm the amount owed, repayments I have made, etc. of my loan. I uploaded this form to be completed by XXXX on XX/XX/XXXX. I called XXXX # XXXX to confirm it was received and that this completed form could be emailed to me ( not mailed ) so that I could get it in a timely manner. 3-5. This complaint is about XXXX and the people involved are listed below, although it seems to be a problem with the broader system and lack of cohesion in management and process my opinion. Here is what happened. Called and received XXXX # XXXX who stated that the document was received but needed 7-10 business days to be processed. My apologies that I do not have the exact dates corresponding to which people, but over the next two weeks I spoke with XXXX # XXXX, another employee whos name I did not catch # XXXX, and two other employees that I did not record the name of, I asked if I could speak to someone who could confirm that the information I submitted was correct so that it could be processed. I was told that was not possible, the form needed to be given to a XXXX, and got conflicting information that it would be here by the end of the week, take either an additional 7-10 business days or another 30 days. All of them said there was no direct point of contact I could call to confirm that anything was completed, correct, incorrect, etc. I had to essentially restart the process every time I called. Finally I spoke with XXXX # XXXX on XX/XX/XXXX who said he would escalate the documents completion and call to confirm that it was sent on Tuesday XX/XX/XXXX. He did not call, but when I called the general line he had mailed the document. However, again I needed this document as soon as possible, so I needed to get a request to send it via email as I had requested on each occasion. I called again on XX/XX/XXXX XXXX # XXXX who again escalated the request to be emailed by Friday and to request to speak with a service recovery supervisor if it was not received. Again, not given a direct point of contact for follow-up despite the request. I called Friday XX/XX/XXXX because I had not received an email. XXXX XXXX XXXX said that she would need to escalate the request again. I requested to speak with a service recovery supervisor and was transferred to XXXX # XXXX who confirmed that it could be emailed, and would be emailed by today and provided me with her extension, finally, after my 9th call to XXXX. Although in my personal experience XXXX has improved in service ( ie wait times for calling, switching repayment plans, tracking payments ) I think it is necessary to report how difficult it has been for me to get a form that would ultimately allow me to repay them much faster. I am confused and frustrated that I would not be given a point of contact and needed to repeat myself nine times and be on hold nine times while they figured out the same information. There appears to be some kind of note system in which they track calls, but do not appear to be tracking the information that would benefit me accurately or in a timely manner. Their deadlines are bogus, and their follow-up is non-existent. All of the information I obtained was through hassling them myself, for approximately 30 minutes at a time, for one signature. If I do receive the document today, this one small task will have already consumed 18 business days, 9 calls, and about 5 hours on the phone, which others might say for XXXX is pretty good, but I believe is unacceptable and potentially extremely detrimental to my financial health if I miss the deadline to apply to a program that would in essence eliminate XXXX XXXX of my loans in 5 years. Thank you in advance for your time and I sincerely hope that more accountability can be applied to XXXX as a whole, rather than blaming it on the individuals who were trying to help me.
Company Response:
State: CA
Zip: 92648
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My wife, XXXX XXXX, and I have been working on resolving issues with her Public Student Loan Forgiveness since XX/XX/2018, and since early XX/XX/2018 if you were to count our multiple submissions of her application for her employment to count towards the loan forgiveness program. She currently has her loans through XXXX XXXX XXXX. I have taken the reigns, so to say in regard to helping her with navigating the issues she has been having, but please feel free to reach out to either of us. We have reached out to XXXX XXXX and to the US Dept of Ed 's Ohmbudsman group on numerous occasions ( est 30+ documented calls ), and had opened up cases through both regarding the issues we are having. We keep getting the run around, and neither has diligently worked to resolve our issue we are having. My wife and I believe that she is meeting the qualifications for PSLF based off of the legislation on PSLF that we have found, but they continue to deny us, and are not appropriately responsive as we have requested numerous times. We had asked for a phone call to better articulate the case, and the possible ability to discuss with a person who is legislatively literate, however, no one follows through w/ either XXXX XXXX nor the Ohmbudsman groups- as I mentioned above they keep kicking the responsibility to out of their control, or sending me emails last minute that we simply don't qualify & case closed end of story without truly having someone hear & understand our claim/appeal. My wife is working at a qualifying agency for the required 30+ hours weekly per PSLF guidelines for the past 1.5years. However, they say that since her employer considers her per diem, she needs a second job to qualify. Our issue is that the specific wording of their application, as well as the wording found within the laws themselves would side with my wife and I as being correct that she does in fact qualify for PSLF as is. Neither the Ohmbudsman group nor XXXX XXXX themselves are acknowledging our issues, and continue to drop us before our claim can be adequately heard or addressed.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Since The induction of the Public Service Loan Forgiveness ( XXXX ) I have contacted my loan servicesor, XXXX XXXX XXXX XXXX XXXX and the Department of Education regarding the payment plan and application. Each year I was informed that I was in t he correct getting payment plan. As I would be told by a representative that I was in the correct payment plan and that I am in the program for the PSLF. As I do each year, I call XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX, and was informed by a representative that I was not in the correct payment plan, and they would have to transfer my payments to XXXX XXXX XXXX. When I had my payments transferred to XXXX XXXX XXXX, I was told by their rep that I was not in the correct program and that I only had 20 qualifying payments for the PSFL. I dont know which servicesor provided the correct information. I believe that pay more qualifying payments. I called MY XXXX XXXX XXXX today and spoke with agent # XXXX. He was extremely patronizing and disrespectful regarding my student loan information.
Company Response:
State: IL
Zip: 60612
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been on an Income Driven Repayment ( IDR ) plan for the entirety of my time in repayment with XXXX. This year, I submitted my IDR recertification request on XX/XX/XXXX. The prior years IDR recertification, I submitted my request on XX/XX/XXXX, which was approved and implemented without issue. On XX/XX/XXXX, I received a denial letter from XXXX stating, it is not yet time to recalculate your payment. We will notify you when it is time to submit your annual recertification documentation. '' I relied upon this representation from XXXX. I got no other letters from XXXX about submitting my recertification documentation. The next letter I received arrived in my online inbox on XX/XX/XXXX, and indicated that XXXX had not received my complete annual documentation, resulting in my increased payment and capitalized interest. My application was submitted prior to the deadline and I received no information regarding a penalty for applying too early. Additionally, I received incorrect and misleading information from XXXX regarding the time to re-submit my application. I relied on this information and, as a result, was incorrectly removed from my IDR plan, had my payments increased, and had my interest capitalized. Finally, XXXX had a valid and complete application on file at all times relevant to this issue that could have, and should have, been processed. XXXX 's customer service has been unhelpful and has given me contradictory information every time I call. I have submitted a full appeal letter trying to resolve this problem, and have still not heard back from them. Meanwhile, my account is past due and they keep pushing me to go into forbearance rather than just fixing their error so that I can make my normal IDR payments.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The company is asking for additional documentation from the City of XXXX XXXX ( which I have now provided ) and continues not honoring a year of public service - 6 months of which were under the Loan Forgiveness program.
Company Response:
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am the wife of a military member and lost my job in XX/XX/XXXX. On XX/XX/XXXX, I submitted my husband 's military pay statement for XXXX to recalculate my income based repayment amount. On, XX/XX/XXXX, I received notification of an erroneously calculated new payment amount. They erroneously included my husband 's non-taxable housing and food allowance in his salary. My payment before I lost my job was {$750.00} and was erroneously recalculated to {$850.00}. When I was notified of this increase, I knew they made a mistake and called them the same day to review their mistake. They did and recalculated my payment to the correct amount of {$560.00} on XX/XX/XXXX. My XXXX payment was still reflecting {$850.00} due on XX/XX/XXXX. I called them and they told me it was nothing they could do to have the correct amount reflected. I had two options : 1 ) pay the {$850.00} or 2 ) request a forbearance to skip the XXXX payment. I explained to them that my husband and I could no longer afford the {$750.00} without my income so there was no way we could afford {$850.00}. I also explained to them that it was unfair that I had to suffer because of their mistake. The loan specialist on the phone explained to me that there would be no negative ramifications of using a forbearance. However, I received a notice on XX/XX/XXXX from XXXX stating that {$11000.00} of unpaid interest is going to be capitalized due to the change in my payment structure. When I called them, they told me I should have read the forbearance application and would have known that unpaid interest would be capitalized. I am in total shock that this has happened to me because of their mistake. I feel completely victimized and helpless. I would appreciate any assistance you can offer.
Company Response:
State: GA
Zip: 31322
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have written to both XXXX, XXXX, and XXXX XXXX pointing out that four student loans ( see excerpts attached ) are reporting inaccurately. XXXX XXXX is currently reporting negative late payments on the Payment Status line on my credit report. These four accounts are marked as closed and showing a XXXX balance. How can the Payment Status line show anything other than Current or Unknown? Historical late payments are shown in the 24 month payment history and should never be shown on the Payment Status Line. Such reporting is 100 % inaccurate and is hurting my credit score which is extremely harmful to a current home loan approval pending. Please correct this reporting error as soon as possible.
Company Response:
State: CA
Zip: 95682
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A