Date Received: 2019-02-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2018 I requested that my repayment plan be changed from an income-based repayment plan to an extended-graduated repayment plan. Despite following all of their instructions for transitioning the repayment plan, it took XXXX three months -- until XX/XX/2018 -- to process the change in payment plan. In the interim, on XX/XX/2018, XXXX charged by account a payment in the amount of a standard repayment plan ( about {$2300.00} ). The change in plan should have been processed by that time, however, and the payment amount should have been the roughly {$600.00} due under the extended-graduated plan. Over the span of 5 calls and several hours with customer service, I attempted to work out a solution wherein XXXX would refund my account the difference in payment amounts. During this time I received a multitude of different explanations for why it took so long to process the change in repayment plan, and how it would ( or would not ) be possible to receive a partial or full refund without going into default. XXXX eventually refunded the entirety of the {$2300.00} payment and then marked my account as past due. This was not the result I wanted, and to this date I do not understand why XXXX couldn't have just issued a partial refund consistent with the extended graduated payment plan. They dropped the ball by not switching my plan over in time and by charging me more in the interim. A partial refund would have been an easy remedy for their error, but they repeatedly resisted that remedy. Fed up with the whole process, I utilized XXXX XXXX online message center to try to get some information in writing about what was going on with my account. I received no response. Finally, I decided that it wasn't worth the hassle to continue trying to navigate XXXX XXXX policies, and just paid the full {$2300.00} showing as past due.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been communicating with XXXX since XX/XX/XXXX to opt out of IBR and change my payment plan to a lower payment plan. I speak with someone at least once each month since XXXX, XXXX and EVERY SINGLE MONTH I'm told that the following month everything will be corrected. I was told twice that I needed to do make opt-out payment, which was done in XXXX, XXXX, and then the correct payment of approximately {$1500.00} will start in the XXXX, XXXX. I was told that the bill is generated approximately 10 days before my bill is due, which is the XXXX or every month. I logged into my account today to confirm the payment and I see that the correct income payment amount of approximately {$1500.00} is not reflected, but instead a regular payment of over {$2500.00} is showing. I CAN NOT pay this amount! I have been diligent in trying to get this resolved, and every single month I get another excuse of why it has not been corrected. This is reflected on my credit report, as well. I need this to be corrected immediately so that the correct lower amount of approximately {$1500.00} is reflected. Please note that on XXXX, I spoke with XXXX ( # XXXX ). I also spoke with XXXX prior to this date ( although I don't have her employee number ). I spoke with XXXX prior to this, who is a manager and said that she would escalate this to be done in XXXX, but it was not done. On XXXX, I called and spoke with XXXX ( # XXXX ), who, after I indicated I was furious and need to speak with a manager, promptly put me on hold, refused to assist me, and ignored my requests and needs. Please also consider this an official complaint about XXXX ( Employee No. XXXX ). Later on XXXX, I spoke with XXXX ( # XXXX ) who told me that NOW my payment will be in effect in XX/XX/XXXX and I have to make ANOTHER administrative forbearance payment. Please look in my file and you will see that I made an administrative forbearance payment in XXXX, XXXX and possibly in XXXX, XXXX. This is completely unacceptable. I am looking to have this resolved immediately - meaning, before my XX/XX/XXXX payment is due. I expect someone to resolve this and to contact me.
Company Response:
State: NY
Zip: 10037
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted an application for an income driven repayment plan to XXXX in late XXXX. I did not check a box that asked me if I needed a forbearance on my payment while the application was being processes because my payment at that time was {$0.00}. On XX/XX/XXXX, I received a notice that I owed {$1100.00}. I called customer service on XX/XX/XXXX and explained what happened. I was told that I could request a forbearance over the phone. We agreed on a payment of {$500.00}. I was told that I would receive a bill in XXXX reflecting the new amount due. In XXXX, my account still requested that I owed {$1100.00}. I called back on XX/XX/2019. I was told that whoever I spoke with forgot to submit the request, and that " it would get taken care of right away. '' I asked how this would affect the status of my application for income-driven plan. I was told it would delay the process until XXXX but that as soon as I made the {$500.00} payment, it would move the process forward ( because I needed to make at least one payment on the standard plan- or on agreed upon forbearance in lieu of the full payment, i.e. the {$500.00} ), and that a new billing statement would come out show that I did not owe the remaining {$670.00}. I paid the {$500.00} on XX/XX/XXXX. My account reflected that I paid the {$500.00} but still said I owed {$670.00}. I called back on XX/XX/XXXX. This time I was told that 'somehow my account wasn't reflecting ' that I only needed to pay the $ XXXX that whoever needed to process it didn't process it correctly, but that a notation would be added to my file, and my account updated. As a result of the delay, my application for an income driven plan was delayed until at least XXXX. I waited, and nothing happened. I called back on XX/XX/XXXX. This time I was given brand new information. Specifically, I was specifically advised that what I needed was an 'administrative forbearance. ' I asked why this was the first time I was learning about this. I was told that 'unfortunately, not everyone understands all of the rules, and you probably got bad information. ' I expressed my frustration with receiving such conflicting information. The person I spoke with was kind, but ultimately, unhelpful because nothing happened. My account still reflected that I owed {$670.00}, and stated that I was delinquent in paying it. I called again on XX/XX/XXXX and spoke with someone named XXXX, 4 or so days after my account reflected that I was delinquent in paying the {$670.00}. I asked what was going on ; expressed concern that my account showed that I was delinquent for a payment I had been told several times I did not need to pay as a result of requesting the forbearance. She advised that she would put in a request to have my account reviewed to accurately reflect what I had been told. I was told this would take 10-15 business days, and to watch my 'portal inbox ' for a message. I was assured that my credit would not suffer because they don't report delinquencies to credit agencies until much later down the line. I waited for the message- I didn't receive one. I called back on XX/XX/XXXX and spoke with someone named XXXX, ID number XXXX. I asked what was going on- explained the number of times I had called, the conflicting information I received, and the fact that my account was now more than 10 days delinquent. She looked into my account and confirmed that there was a request that it be reviewed. She advised that they were behind, and that things were taking longer than usual. She assured me that I had done everything I could, and advised that the only thing left to do was wait. On Monday, XX/XX/XXXX, my account still reflected that I was 14 days delinquent for the {$670.00} payment, and that I owed another {$1100.00}, due by XX/XX/XXXX. I finally just paid the {$670.00}, as I have zero confidence that failing to pay it won't have an impact on my credit. Today, XX/XX/XXXX, my account reflects that I owe {$500.00}, due by XX/XX/XXXX. I am confused by this update, not the least because I have not once received written notice ( in my online portal or otherwise ) as to what is going on. {$500.00} IS the amount I agreed to pay as forbearance for the initial {$1100.00}. I paid this on XX/XX/XXXX. Why am I being billed {$500.00} again? I suspect it is because I was not credited for the {$500.00} that I paid- that somehow I'm starting from scratch with this new {$500.00} payment. I feel strung along, and abused. I signed up for the Income Driven Payment plan because I have limited income. It is important to me that each of my payments count towards 'qualifying ' payments. Not, it has been over 3 months since I submitted my application. I have paid {$1100.00} ... to start the process??? My account reflects that I owe another {$500.00}. Why? I have no answers. And it seems that I every time I call, I get different, conflicting information depending on who answers the phone. I am making active steps to pay off my loan. I WANT to be on a regular payment plan so I can pay it off. This company is making this nearly impossible. When it finally does take action, it fails to communicate what it is doing. I am left with unexplained bills, an application in limbo, and nearly {$2000.00} I will have paid that won't count towards qualifying payments. Meanwhile, and perhaps the most egregious, my interest continues to mount as they sit on my application. This is disgusting.
Company Response:
State: MN
Zip: 55418
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Ive reached out to XXXX several time regarding interest charges. These are fixed rate loans but my interest payment continues to increase over the last 4 months. I have also emailed them regarding the fact that even after payments are made on their website, the account summary continually states that the payment is overdue. In most cases, the money is out of my account and they still show unpaid for several days. I believe it is so they can collect more interest. Customer service NEVER replies to my emails.
Company Response:
State: NJ
Zip: 08085
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am attempting for over six months to resolved and complete my consolidation with Pheaa on loans from XXXX. I have been even trying to escalate the issues with management and the issue is still being research despite filling out and providing proper documentation multiple times. ( 4 and 7 times filling out requested forms and sending proof of error on their part. ) Neither company is doing their part to resolve the issue. The consolidation application was filled out in XX/XX/XXXX. As of XX/XX/XXXX the issue is still not resolved. I have had to endure rude representatives and obnoxious managers that refuse to actually do their jobs and resolve the issue. I just keep getting call them they didn't do. They just try to pass it off to the other company and one person from XXXX actually did something to get me an answer, but then neither company is actually fixing this issue. Its a consolidation so I can proceed with my public service student forgiveness and set up the payment arrangements. They are holding me up from finding cheaper housing so I can actually pay them. This is beyond poor customer service they are lying to get out of doing their job, they are refusing to adhere to my right to consolidate and now completely impeding on my life. Can you refer an attorney because they need to be sued?
Company Response:
State: FL
Zip: 33611
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I am serving as a XXXX at a XXXX XXXX in part because after 10 years my loans are supposed to be forgiven under the Public Service Loan Forgiveness Program ( PSLF ). I recently certified my employment and was informed by XXXX that only 5 of my payments in XX/XX/2018 were " Qualifying Payments '' for PSLF. The other 7 payments were not counted because the payments were prepaid. XXXX does not publicize their very counterintuitive policy that a prepaid payment is not an on time payment under PSLF. XXXX on their website describing PSLF requirements writes : " If you make a payment for more than the scheduled payment amount, the excess amount may be applied to cover all or part of one or more future payments, unless you request otherwise. Depending on how much extra you pay, its possible that your next due date could be a month or more in the future from the date you made the extra payment amount. This is called being paid ahead. If you make subsequent payments during a period when you are paid ahead, those payments wont count toward PSLF. '' This is deceptive and suggests only that additional payments made during the paid ahead status time will not count towards PSLF, not that none of the payment applied to future payments will qualify. There is also nothing in the congressional record to suggest that when Congress passed legislation authorizing PSLF, it intended prepayments to be excluded from Qualifying Payments. Furthermore, XXXX informed me that where the prepaid money comes from AmeriCorps or PeaceCorps grants, the prepayment is counted towards Qualifying Payments. My prepayment was the result of a National Health Services Corps ( NHSC ) grant ( https : //nhsc.hrsa.gov/loan-repayment/index.html ). These are similar federal grant programs that offer student loan repayment money as an incentive, and there is no reason why XXXX should treat different from PeaceCorps or AmeriCorps.
Company Response:
State: OR
Zip: 97405
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I started pursuing a XXXX degree in XXXX at XXXX XXXX XXXX in XXXX Utah in XXXX and was told that I would be in debt of {$45000.00} upon graduating. They did all of my XXXX and Federal Government loans and I never really understood the amount that they were applying for. I graduated in XXXX with my XXXX degree, but had to get a forbearance. I had a forbearance up until XXXX. I am now finding out that I owe {$91000.00} for Federal Student Loans, and I believe that they have double charged me for classes and/or charged me for classes that I either didn't take, or were irrelevant to my degree.
Company Response:
State: ID
Zip: 83404
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have been paying {$5.00} per month for my federal student loans forever. Today, I received a bill for {$100.00}. This amount will be taken out of my account as I have recently had direct debit with my bank and XXXX XXXX and before that it was another servicing company, XXXX XXXX. They both tricked me into getting my bank info thinking I would not be late on a financial hardship loan payment ever again. I barely live paycheck to paycheck, I pay all my bills but this one I can not afford! They tricked me! I want to cancel my bank information but they have not gotten back to me.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been enrolled in an Income Driven Repayment plan for over 10 years and submitted to have my payments assessed to confirm they qualified for the Public Service Loan Forgiveness program. I originally submitted the certification form in XX/XX/XXXX. XXXX XXXX determined that 0 payments qualified from XX/XX/XXXX to XX/XX/XXXX ( payments should have started counting in XX/XX/XXXX ) without providing any reason or documentation as to why not. I called customer service on XX/XX/XXXX to try and determine why the previous 8 years of payments would not qualify despite being on an IBR plan, making auto-payments ( on time ), and working full time for XXXX XXXX the entire time. After being transferred to a supervisor, he appeared to agree with me ( though could not confirm directly to me ) that the previous payments should be qualifying. He said he would put in a new request to review and make a note of what he thought and to a note to try and expedite the process. I have called periodically with customer service not being able to provide any updates on the status of that review. It is now XX/XX/XXXX, 9 months later, and well past the the original estimated 45 days to get any sort of rationale as to why those payments shouldn't count. With the introduction of the Temporary Expanded PSLF program there is a possibility I could apply for forgiveness as early as next month but I still don't know the status of the payments I've made.
Company Response:
State: SC
Zip: 292XX
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been doing public service as part of the loan forgiveness program. For the first year, I worked for the XXXX XXXX XXXX of XXXX XXXX. I completed one year, with six months of it as a regular employee and six months as a contract employee. Despite several submissions by me of the correct form signed by the XXXX XXXX XXXX XXXX XXXX XXXX, the XXXX XXXX XXXX is refusing to recognize 6 months of payments made as part of the loan forgiveness program. They first said the form did not use the four digit year when signed by the Human Resources Department or come up with some other invalid reason not to recognize my time as public servant. This is a pattern that has been part of the lawsuits against XXXX and others to not recognize the hard work of public service and assist people with the Loan Forgiveness Program who are doing this work.
Company Response:
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A