Date Received: 2019-01-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My interest is being capitalized on my student loans unlawfully and because of XXXX 's unlawful practices. I pay my student loans based on an income based repayment plan. I received a notice on XX/XX/XXXX, that I would need to recertify my income in about two months and if the recertification was not received by XX/XX/XXXX, my payment would go up. On or about within 72 hours of receiving the notice to complete the recertification, I uploaded my application on the XXXX website on XX/XX/XXXX, and on XX/XX/XXXX, I received a notification that the application was incomplete and needed additional information. I uploaded the requested information to XXXX on XX/XX/XXXX, two weeks before the XX/XX/XXXX, deadline from the XX/XX/XXXX, letter. Pursuant to the letter dated XX/XX/XXXX, my correct application was received two weeks prior to XX/XX/XXXX, and my application should have been processed and not resulted in an escalated payment in XX/XX/XXXX. I realized I had not had a response on my income based repayment application and called XXXX as well as resubmitted my income based repayment application again just to be double sure it was received. I requested my new payment amount and was told that my application had not been processed due to a backlog of unprocessed recertifications on XXXX 's part. I asked that my payment be recalculated so I could make my XXXX payment. I was told that could not be done and a new bill could not be issued for XX/XX/XXXX and once mentioned I would be filing a complaint with the CFPB, which I have done, the call was escalated and I was told by the representative that they would go ahead and immediately process my income based request and would try to have the XXXX payment corrected, but they could not guarantee that would happen. I called at the end of XX/XX/XXXX when I noticed I had no automatic debit for XX/XX/XXXX scheduled on my account and the representative told me XXXX had placed my loans on a forbearance without my permission and the type of forbearance was a status that signified that it was due to a servicer issue. I specifically noted how that would affect me by extending when my loans will be ultimately forgiven and how this was done through no fault of my own. I also specifically asked about interest capitalization and was told that would NOT happen because the status of the forbearance was due to a servicer issue. I received an email tonight, XX/XX/XXXX, at XXXX XXXX stating that if the interest was not paid by XX/XX/XXXX, outstanding interest in the amount of {$18000.00} is going to be capitalized. I did not request a forbearance, change in repayment plan, etc. XXXX did not process my recertification application in time and placed me into a forbearance I did not request and is now going to capitalize {$18000.00} in interest on my student loans. This is unlawful and an abuse of power. I am looking for someone to assist in correcting XXXX 's egregious wrongs. PLEASE HELP!
Company Response:
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2019-01-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX held my loan, I applied for deferred payment for several years and had requested information concerning forgiveness through my employment at a non profit hospital. XXXX refused to help and never disclosed the information about forgiveness through my employment. I applied for a VA loan with my veteran husband in XX/XX/2018. I was told I needed proof of my student loan repayment and was told to reapply for my income driven repayment plan. It was also suggested by my mortgage broker to apply for the nonprofit employment forgiveness program in which I did. I received a letter stating I was being processed for this program and assumed XXXX would contact me about further developments on my applications. I received emails from XXXX when my income driven application was received and when it was approved. I moved into my new home in XX/XX/2018. During my move I did not receive any further correspondence with XXXX. Then in XXXX I received a bill forwarded from my old address from XXXX. I had never heard of this company nor been notified about changes in my loan account. I called and spoke with a representative and questioned what was happening as I was sent a bill for an {$800.00} payment and a message that stated I missed the income driven repayment deadline. I was told XXXX sold my account and did not forward any income driven application or information of my application from XX/XX/2018. I have sent numerous emails and called XXXX. XXXX has not responded to any of my emails requesting they validate my application from XXXX so XXXX knows I applied then. My last phone conversation with a XXXX Representative I was told the {$800.00} bill would be removed from my billing and the new application was accepted with them for a {$120.00} payment. I received another email requesting the {$800.00} and a message stating my credit report would be marked negatively by this inability to pay the amount of the first bill they sent. I can not pay the {$800.00}. I have been treated unfairly by XXXX and XXXX. I will continue to persue help with this as I have done nothing wrong and been diligent in taking care to apply for income driven repayment as I am on a fixed budget. Please help me resolve this. I had XXXX XXXX and was on FMLA from XXXX XXXX XXXX and unable to fully deal with this stressful situation due to my medical issues. I would like to file a formal complaint against XXXX with student loan.gov for not informing me of the opportunity to apply for and receive forgiveness by working for a nonprofit hospital and not forwarding my application for income driven repayment I submitted to them XX/XX/2018. I need XXXX to correct my account and not make it out to be my fault Navient didnt send all my application information to XXXX.
Company Response:
State: MO
Zip: 64801
Submitted Via: Web
Date Sent: 2019-01-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX, I entered into the Public Service Loan Forgiveness Program and my servicing company was XXXX. XXXX was very easy to work with always had the most accurate information. Information regarding the number of qualifying payments was available and up to date on their website. In XX/XX/XXXX, my loans were taken over and transferred by XXXX XXXX without my request, approval or knowledge. I found out this occurred the next time I contacted XXXX. Since I am nearing retirement age, I am always checking to see what the status is of my " qualifying months ''. Every year I submit a new Employment Verification form as advised by the Department of Education. I contacted XXXX XXXX to request this information and they have NEVER been able to tell me what the number of qualifying months is. The employees who are supposed to provide customer service are anything but. They have an attitude and skirt around every question or request for information I present to them. The ONLY place you can find the qualifying number of payments is on the statement. However, the number of qualifying months KEEPS CHANGING going up and down, mostly going down and my student loan balance keeps going up. They aslo tell me they can not verify any of the payments made to XXXX yet my account was transferred to XXXX XXXX. On XX/XX/XXXX, I contacted them because the XX/XX/XXXX Statement shows only 12 qualifying payments, however, the XX/XX/XXXX statement shows 32 qualifying payments. I thought perhaps there was an error in adding the newly approved payments from the recently submitted Employment Certification Form to the already identified 32 qualifying payments. I was told that since I requested an audit on my account ALL the payments had to be re-verified. This process has been going on since XX/XX/XXXX and they could not tell me how long it would take. I asked to speak to a manager and was basically told that's they way they do things, would not provide me any policy stating the process, did not offer to expedite the process and said this could cause my qualifying payments to do down. Now how hard is it to qualify the payments each year and then add the new qualifying payments each year they receive an Employment Certification form. It is very disenchanting when the qualifying payments becomes a moving target. I am unable to plan for my retirement not knowing how many more years I have to work so my loan will be forgiven. In the meantime, my balance keeps going up and if my qualifying payments are one short, I will owe the entire amount irregardless of what I have been paying since XX/XX/XXXX.
Company Response:
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2019-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loan servicer AES will not follow up with the lender XXXX ( XXXX XXXX XXXX ) about my application for cosigner release. I meet all the requirements they advertised to qualify for cosigner release and XXXX XXXX tactic now it to just ignore the application, which was sent almost a year ago now. Whenever I ask for a status update from AES they give me the dismissive response that " the lender hasn't replied yet, sorry ''. Cosigner release was a advertised benefit of good payment history and good credit. It is false advertising to then ignore and deny applications for the benefit.
Company Response:
State: WA
Zip: 98125
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: For going on 4 years now I have tried to dispute this loan. First off it should not be showing up on my credit report from the school itself when I took out a FAFSA loan and they are already reporting on my credit so the school is fraudulently trying to charge me twice. They kicked me out of school in XX/XX/XXXX after I went to class one night and would not let me finish my 3 classes I needed to graduate because they said they wanted me to go back to my XX/XX/XXXX taxes and change my filing status. That is against the law and unjust and not ethical and my filing status has absolutely nothing to do with the school. I did not drop out nor quit they would not enroll me into anymore classes due to this. I have disputed and appealed this so many times with no turn around from this school. This school is a fraud and they were in a class action lawsuit for a ton of reasons including fraud and lied about the lawsuit not being true. The school also shut down where I live at due to the lawsuit. I need them off of my credit report ASAP!!!! When I call their corporate office they won't even let me speak to anyone they immediately send me to their collections department and continue to fraudulently report and try to charge me. I am also disputing this with the Dept. Of Education as well. The sooner it is removed the better because I am about to sue them. I am sick of them and sick of these profit schools trying to get over on people. I hope they all lose their jobs as well because they are defrauding consumers. Goes to show that just because it has University in front of the name they are still fraudulent.
Company Response:
State: KY
Zip: 40220
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am on the Public Service Loan Forgiveness ( PSLF ) program. I started working at a XXXX XXXX 15 years ago and received certification stating my employment qualified. Ive made over three years of on-time payments under Income-Based Repayment ( IBR ) plan so far which were more but I was not informed that my loan needed to be transferred to XXXX until 4 years ago. I have submitted Employment Certification Form ( ECF ) in XX/XX/2018. Their acknowledgement letter stated that my employment qualified. However, my statements have stated 4 payments made go toward PSLF. I have called XXXX several times but they stated it would be updated which never was and we are approaching a year later with no correction. Also, I was not aware of the difference of loans from FFELP which I originally had vs. Direct loans. However this is something you wouldnt know unless you really study all the fine print of the loans and are financially savvy. All my loans came from the Federal Government so I thought they were all direct. The PSLF pamphlet I received 10 years ago stated that the eligible loan types as ANY Direct Loan Subsidized/Unsubsidized Stafford, Plus, Consolidation. My FFELP loans were listed as Stafford and Plus on loan description which led me to believe my Stafford and Plus loans were PSLF eligible. I also noticed that studentaid.ed.gov PSLF webpage recently added more clear paragraphs regarding FEELP vs. Direct loans. However, it wasnt as clear 10 years ago when I actually looked into PSFL which put me back 5 years. While I believe important letters like this should have been delivered in writing 10 years ago. I understand there are thousands of others in my same situation by reviewing complaints and the news. I also read about class action lawsuit. So I decided to look out for help as well. XXXX XXXX should have provided a written letter regarding non-PSLF qualifying loans upon receiving ECF, and their failure to do so misguided me into believing I was would qualify. I would like see if anyone can help me to correct the issue. Thank you!
Company Response:
State: IL
Zip: 60423
Submitted Via: Web
Date Sent: 2019-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On my account I am nearly at my 120 payments for public service loan forgiveness. In XX/XX/2017 my number of payments was incorrect and I learned in XX/XX/2017 ( almost 15 months ago ) that approximatley 6 to 8 payments were not counted despite being on auto deduct. I was told a manual review would take 90 days and it is STILL pending. By my calculations my 120 payment will be done come this XXXX XXXX or XXXX. I need my account to be reviewed ASAP and the correct payments posted so I can file for the forgiveness. I have called every few months and get the same explanation each time but nobody has helped.
Company Response:
State: NY
Zip: 11364
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: My loan servicer : XXXX XXXX XXXX is denying my rights under the Servicememeber Civil Relief Act. They refuse to decrease the percentage of my loan to 6 %
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I signed up for the Income-Driven Repayment plan with XXXX XXXX XXXX ( XXXX ), located in XXXX, PA. The IDR was accepted and my monthly payment was set at {$0.00}. I was enrolled in paperless notifications and provided only my primary contact phone number. This phone number was important : I had a {$0.00} dollar payment ( no monthly payment ), was enrolled in paperless notifications that I figured would get lost in spam, and wasn't familiar with XXXX 's website. If there were any issues, I was told that I would be called. In early XX/XX/XXXX, my credit score dropped dramatically. I knew this because I was in the process of securing a line of credit and checked my score regularly. I noticed that XXXX had reported all of my student loans were 90 days past due. Impossible, I thought. How could I have a late {$0.00} payment? Why haven't I heard from XXXX? Why didn't it show up as late, 30 days late, or 60 days late -- just 90 days late. After calling XXXX, they explained that I had not resubmitted my IDR for XXXX. I was told I was never contacted because the contact information on my XXXX account was incorrect. The primary phone number listed was a number I didn't recognize. My actual phone number was listed as the secondary. I was told that they do not call secondary phone numbers, in my case. XXXX updated the info and helped me bring my account current. To fix the issue, I was placed in temporary forbearance ; I resubmitted the IDR form ; and I was later approved for {$0.00} dollar repayment, once again. To address the credit reporting issue, I was provided a Credit Dispute form to submit. The XXXX customer service representative explained that I should explain the error with the contact information. I submitted the dispute form about two weeks before XXXX, XXXX. On XX/XX/XXXX, I contacted XXXX to hear get an update on the dispute. It was deemed invalid. My credit score had dropped over 100 points because all of my loans were, for one month, reported as 90 days past due. I asked to appeal. They said the only way my dispute would ever be considered if I was in school at the time of the late payment ( a late {$0.00} payment, in my case ) or if the IDR would have been received by XXXX, but not yet processed. This directly contradicted the advice I got from the previous XXXX rep. The rep escalated the issue. The escalation rep stated to me that the reason the primary contact information was incorrect was because it was automatically loaded into their system from the Federal Student Aid system. Continuing, the rep explained that I had submitted my actual phone number to XXXX in XX/XX/XXXX via the Income-Driven Repayment plan form. Despite having this number, submitted in the most precise context of the previous year 's IDR form, I was never notified via the contact information I provided to XXXX, resulting in the subsequent late " {$0.00} '' payment. Thus, XXXX never notified me using the contact information I actually provided them. I was never actually provided real notice of the form needing to be submitted or the late {$0.00} payment. As such, less my appropriate reliance on XXXX 's presumed promise to contact me using the contact information I actually provided, there was nothing I could have done to prevent this situation. Yet, my credit score is wrecked and will take years to repair, all over a late {$0.00} dollar repayment.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I submitted a request with XXXX XXXX in order to switch my repayment plan to the XXXX option. ( attached ) On XX/XX/XXXX, I received confirmation that my application was received. The website previously stated that I would receive a response by XX/XX/XXXX. ( proof attached ). I did not receive a response by that date. As of today ( XX/XX/XXXX ), the website states XXXX XXXX will send me a follow up e-mail by XX/XX/XXXX. On XX/XX/XXXX, my regular direct debit payment was made in the amount of {$560.00}. On XX/XX/XXXX, I received a Request to Recertify Your IDR Plan under my previous payment plan. ( attached ) On XX/XX/XXXX, I received a Notice of Administrative Forbearance. ( attached ) It instructed me that I would not have to make a payment as regularly required on XX/XX/XXXX. No direct debit from my account occurred on XX/XX/XXXX. On XX/XX/XXXX, I called XXXX XXXX to ask about the status of my application. As I did not request a forbearance, but rather a different payment plan. I was on the phone for a total of 33 minutes. ( I have the phone records available to back this up if needed. ) The XXXX XXXX representative told me that in order to process my XXXX request, the loan would need to go into forbearance for one month. I was then told that I would need to make a {$5.00} payment in XXXX. Following the {$5.00} payment, I would receive a my new XXXX payment plan details. I specifically tried to make the {$5.00} payment, but the XXXX XXXX representative specifically told me that I could NOT make the payment. Rather, the XXXX XXXX representative told me that the {$5.00} payment would be processed via direct debit as all of my other payments have previously been withdrawn. I also specifically asked if I needed to re-submit by prior year 's IDR request as stated in the XXXX XXXX notification that I received on XX/XX/XXXX. Again, the XXXX XXXX representative specifically told me that I did not need to do so as I had a pending XXXX application with my most recent tax returns available. On XX/XX/XXXX, no direct debit payment of {$5.00} was withdrawn from my bank account. Due to the holidays, I did not realize this payment was not withdrawn. On XX/XX/XXXX, following XXXX, I logged into my account to see what my new XXXX payment terms would be. However, I learned my account was delinquent. I immediately submitted a manual payment of {$5.00}. On XX/XX/XXXX, I sent an e-mail to XXXX XXXX through their website portal asking ( 1 ) why the direct debit payment was not withdrawn and ( 2 ) the status of my XXXX application. To date, I have not received a response. Following the new year, my loan account stated that my monthly payment was {$3700.00}. This amount was set to be directly debited from my bank account. On XX/XX/XXXX, I called XXXX XXXX inquire about my account. I initially spoke with an individual named XXXX who then transferred me to a gentleman named XXXX in the Income Based Repayment Group. XXXX informed me that I was supposed to manually make the {$5.00} payment in order for my application to be processed. I told me this was directly contrary to what I was told on XX/XX/XXXX. He acknowledged the error. XXXX also informed me that because I did not re-certify my prior repayment plan, my new payment amount was set for the maximum amount possible, in the amount of {$3700.00}. I informed him I was previously told by XXXX XXXX that I did not need to re-apply for my prior repayment plan as I was being reviewed for a new plan. I told him this new payment was nearly SIX TIMES my prior monthly payment. I told him there was no way I could make that payment. XXXX told me that the only way for the payment to not be made was to suspend my direct debit payments. He did not provide me any other options like forbearance, notwithstanding that the delay was 100 % due to XXXX XXXX XXXX errors and delays. I asked if my loan would show as delinquent, and he said that it would. I asked if this would be reported to Credit Reporting Agencies, and he said it would not for three months. I told XXXX that I submitted my XXXX application in XXXX of XXXX. He said XXXX XXXX has many applications to review which was the cause of my delay. XXXX XXXX is forcing my student loan to go into default due to ( 1 ) their delay in reviewing my application, and ( 2 ) their employee 's mistake on XX/XX/XXXX when I was told that the {$5.00} payment would be taken directly from my bank account just like my prior payments. I am also concerned that this delay will effect my application review. I really need the new repayment terms under the XXXX plan.
Company Response:
State: OH
Zip: 43201
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A