Date Received: 2019-01-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX XXXX does not report payments that I pay. I check monthly and they get the money when I check it's all ways some excuse told to me some 3 Rd party credits the account. It's all ways some story to the payment. I don't get no phone call back after they say there going to look in to it. I fax the copies of payments every month it's they did ot get it. but when I check the bank or the XXXX XXXX they had the money and cash it. There is nothing but the run around with XXXX XXXX. on my credit file there has not been no payment reported for the last 5 months up to XX/XX/XXXX. I have all my copies as well as proof they cashed the checks. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX which makes no sense to why XXXX XXXX Cashed the checks but not reporting my payments. I fax time after time proof but no return call. Nor a letter as stated by the phone.
Company Response:
State: PA
Zip: 19013
Submitted Via: Web
Date Sent: 2019-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I received the documents pertaining to my first complaint with Consumer Financial Protection Bureau but XXXX failed to state that there would be an interest increase and ultimately a loan increase before they did the forbearance in their reply to the CFPB. Just like last year, I have the emails from XXXX where they stated a renew is needed but they did not provide the portals or state the necessary documents. I also have emailed that I sought a partner who I used to work with Doc Prep or Documents Benefits Center and they replied late. The renewal only covers next month up to a year without the previous months. During last year, XXXX has never gave me access to my account.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I wrote to XXXX XXXX and requested a deference. Their email system is closed to me. Even though I have an account with them and they are my loan service company. I would like a deference and that my account be opened with a username and password. I have ended the service with XXXX XXXX and they no longer represented me in student loans repayment.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX of XX/XX/XXXX I had my loans transferred to XXXX because as a XXXX XXXX XXXX, I wanted to work towards loan forgiveness. Up until this point, I had no issues with my income based repayment applications being processed and I made timely payments. Since working with them, i have received conflicting information regarding my application status. Forms that were to be mailed to me were not. They claimed to have not received one form but inexplicably received the other. Most recently, I entered a doctoral program. I initially wanted to continue on my IBR and requested to continue to pay. they denied it and said i had to pay {$1400.00} which I could not afford. I then reapplied for in-school deferment while the situation was rectified. I was told in XXXX that I would receive a form in XXXX and all would be well. I received the form in XX/XX/XXXX immediately faxed it back - was told that it would be taken care of immediately only to find that {$1400.00} had been deducted from my account that I did not have money for and could not afford. The website does not allow you to remove bank account information from the profile as it states. I have just had horrific customer service, representatives who know absolutely nothing and they have now created a financial hardship for me and my family.
Company Response:
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been paying monthly for 10+ years. Since XX/XX/XXXX- Ive worked with XXXX with XXXX as a XXXX XXXX -and therefore my job qualifies me for PSLF. Ive been forced out of this program in the past as my income based repayment was at one time $ 900+ per month. Finally I received notification that my IBR would be affordable- and so I enrolled again over 1 year ago for the PSLF . My payments last year were {$570.00} and now this year are {$470.00}. I am not making dramatically a different salary- so the fluctuations are a little weird- especially that when I first applied - my payment was {$900.00}. I checked this weekend to see where Im at with qualifying payments- it said 3!!! I just emailed them and havent heard back yet. My real frustration is that Ive made these payments since XX/XX/XXXX and have worked since XX/XX/XXXX in a qualifying area. I believe that they are playing games with me in The following ways : 1. Giving me a very high ibr when I initially enrolled. 2. In the years after I wasnt enrolled because I couldnt afford it- I called almost every 6 months to try and find options that would make sense and that I could afford. 3. Finally- after wasting several years not enrolled - I reapply and its affordable? Its basically the same payment I was paying? 4. Now that Ive been enrolled officially into PSLF since XX/XX/XXXX- I only have 3 payments listed as qualifying? Help!
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2019-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-22
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I was on a repayment forbearance program. I am on government assistance ; which is what qualified me for the program. XX/XX/2017 I recieved communication that I needed to resubmit my documentation from XXXX to continue my forbearance which I did. XX/XX/2017 contacted XXXX XXXX to ask about a notice I received that they no longer service my loan that it had been sent to collections. I should not have been in default! For the last year or more I was working with a creditor XXXX making {$5.00} payments that I couldn't afford! Point is I should never have been taken off of the forbearance program! Now I'm in a tax offset which will take my hard earned money!! There is nothing stopping XXXX from forcing people into default that dont belong!!
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-21
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I was initially rejected for the Pslf program even though I met all eligibility except for the repayment plan which I never told did not qualify.I then applied for the temporary expanded loan forgiveness program.Was told several reason why I didnt qualify.first was told I had only made 119 payments of the required 120 which was not correct as had made 131 payments.Then was told I wasnt in Type of repayment needed as wasnt paying enough each month.Again something I had never heard of.Seems whatever I do is rejected.Feel like the foregiveness program is a fraud program.XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX.
Company Response:
State: MO
Zip: 638XX
Submitted Via: Web
Date Sent: 2019-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In the summer of XXXX, I applied for Public Servant Loan Forgiveness using form OMB No. XXXX so that my payments could begin being tracked as qualifying payments. I began employment as a XXXX employee on XX/XX/XXXX. In XX/XX/XXXX, my loan was transferred from XXXX to XXXX XXXX. My first payment due at XXXX was in XX/XX/XXXX. The payment count on that initial monthly statement showed five qualifying payments fro seven of eight loans ( only two qualifying payments for one of my eight loans, Loan G ). The correct payment count as of XX/XX/XXXX should have been 29 for seven of the eight loans. Full payment was made in every month from XX/XX/XXXX to XX/XX/XXXX except for in XX/XX/XXXX ( applied for IBR a month late and it caused us not to be billed one month ) and XX/XX/XXXX ( PSLF application caused the transfer from XXXX to XXXX and we weren't billed that month ). For Loan G, the correct number of qualifying payments as of XX/XX/XXXX was 23. I was making extra payments on Loan G in XXXX which caused me to not receive a bill. The intent was for those payment to be applied to principal. Instead, they were held as an early payment and simply caused me to not receive a bill on the loan in multiple months. Since I was on Autopay, it's not something I really noticed. I made large payments on Loan G in XXXX, XXXX, XXXX, and XX/XX/XXXX. All other months of XXXX and XX/XX/XXXX, no bill was received and no payment was made, so I understand I receive no credit for payment in those months. That puts Loan G six payments behind the rest of the loans ( it would be seven, but no loan was paid in XX/XX/XXXX per above statements ). We requested a review of the PSLF payments in XX/XX/XXXX. We were told the review would take around 90 days and that XXXX would contact us after it was complete. We heard nothing by XX/XX/XXXX, so called again. Spoke with rep XXXX ( XXXX ) who indicated she would review the payments manually from XX/XX/XXXX to present. By XX/XX/XXXX, we decided to call again. Spoke with XXXX ( XXXX ). XXXX saw the review was submitted and indicated it would take 90 days and they would reach out to us when they had more info. We submitted another PSLF form ( OMB No XXXX ) in XX/XX/XXXX per federal guidance the a form be submitted annually to maintain the PSLF credit record. In late summer XXXX, we called again. Spoke with XXXX ( XXXX ) who noted the review began in XX/XX/XXXX ( which is incorrect - it should have begun in XX/XX/XXXX ). She could not give us any other information so we asked to speak to a supervisor. Transferred to XXXX ( XXXX ), XXXX could see that there was activity since XX/XX/XXXX and indicated that certain documentation was missing, but could not tell us what documentation was needed. XXXX sent a request to management to expedite the review. She also indicated there was one month of non-payment in XX/XX/XXXX, which we agree with. XXXX said there is a third party organization the reviews the PSLF credits and they were working on a new process that may be slowing the review down. On XX/XX/XXXX we received notice that the PSLF form was incomplete. After review, we saw that the form was missing the first page. On XX/XX/XXXX a new PSLF from ( OMB No XXXX ) was submitted. It was approved on XX/XX/XXXX but the letter from XXXX did not indicate the number of qualifying payments recorded. The next XXXX bill received was XX/XX/XXXX and still indicated the original count of 5 payments. The bill received on XX/XX/XXXX showed a new count, but it was still incorrect. It showed 19 qualifying payments ( 16 for Loan G ). This indicated to me that they recorded the payments made in the last year and two months between applications but had not reviewed the original count to apply additional payments made since XX/XX/XXXX. Still having not been contact by XXXX, my husband called again on XX/XX/XXXX. It's now been 15 months since the review began. He spoke with XXXX ( XXXX ). XXXX could only say that the review was ongoing and they would contact us when it was complete. My husband asked to speak to a supervisor and received Escalate Agent XXXX ( XXXX ). XXXX indicated the review would take 12-15 months and that we should call back in the summer, that being 15 months after our XXXX XXXX call. Per an article we read on XXXX, we requested to speak to a XXXX Borrower Servicing Advocate. XXXX told us he was the highest level of employee that we could speak to and that we could write a letter to the Ombudsman Group if we wanted. We asked if we were to contact the CFPB would that change things, and XXXX would not comment on that other than stating there was no way to expedite the review and that we should continue to wait. As of the last PSLF form approval of XX/XX/XXXX, the correct number of payments should be 43 on the first seven loans and 37 on Loan G. This excludes the last two payment made since that form was approved. I have documentation of every bill paid dating back to XX/XX/XXXX. XXXX has not asked for any additional documentation and can never give an answer regarding when this review will be completed or what is needed to help them correctly count the payments. We are at a complete loss as to the next steps we can take to get them to move on this issue, so we are contacting the CFPB in the hopes that will incentivize XXXX to take action.
Company Response:
State: MS
Zip: 39110
Submitted Via: Web
Date Sent: 2019-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-21
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I paid on my loan for 10 years. I learned about the loan forgiveness and switched to this plan. I was informed that they prior 10 years would not satisfy the plan since I was not officially on the plan. Thus, I changed to the loan forgiveness plan. As I was beginning to monitor the 10 years to repay, I noticed that there was nowhere to see the end date of the loan forgiveness plan. XXXX XXXX told me the years I had paid since XXXX were not being counted toward the terms of the loan forgiveness. To date, I still have not had this reviewed and an answer provided as to why my payments since XXXX have not been added to the 10 year forgiveness plan. When I re-applied this year ( IBR ), my payment increased due to my income. I stated that I needed a lower payment and I was told I had to resubmit my application. This was resubmitted. Since XX/XX/XXXX I have not had resolution, continue to get emails stating the I am overdue on payment. I have documented all phone conversations and submitted these conversations in writing to my account under 'uploads '. I am told I do not need to make any payment and that the issue is going to be resolved within 24-28 of today ( XXXX/XXXX/XXXX ). At this point, I want these 2 issues resolved and my account brought current.
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2019-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-21
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: My name is XXXX XXXX. In 2017 my loan funding ran out and due to tgat I had to end my student status which began repayment billing. This is where I realized I was being billed XXXX a month. I called explained this is impossible and was told due to my financial status I could do student forgiveness or be lowered drastically. I sent copies of paychecks and tax returns yet nothing occurs. I've written a mails and complaints and just watch my credit score drop to nothing. I need help possibly attorney?
Company Response:
State: NH
Zip: 035XX
Submitted Via: Web
Date Sent: 2019-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A