Date Received: 2018-12-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My servicer for my federal loans is ( XXXX XXXX, XXXX XXXX XXXX, XXXX, PA XXXX, XXXX ). I am enrolled in automatic debit by FedLoan Servicing for my student loans. I am enrolled in an Income-Based Repayment plan. I am also enrolled the Public Service Loan Forgiveness ( PSLF ) program. According to the PSLF program, after I make 120 payments ( 10 years ), then my federal loans will be forgiven. Last year, I enrolled in graduate school, and unbeknownst to me, XXXX XXXX placed my loans in deferment. I never consented to this, and I would have never authorized it if someone at XXXX XXXX had attempted to contact me. As a result of my loans being placed in deferment, I have lost out on ~12 payments into the Public Service Loan Forgiveness program. I complained to XXXX what has happened, and they have sent me documentation with many inaccuracies ( from XXXX XXXX XXXX initials XXXX XXXX ). First, they claimed that they contacted me regarding placing my payments in deferment. I do not have any such documentation from them regarding this. Second, they claim that they are " required '' to place my loans in deferment if I am enrolled in school at least part time. These federal " guidelines '' state that my loans " may receive a deferment ... if your servicer receives information from the school you are attending that indicates you are enrolled at least part time. If your servicer processes a deferment based on information received from your school, you will be notified of the deferment and will have the option of canceling the deferment and continuing to make payments on your loan. '' Again, this is not a " requirement '' and I was not notified of this.
Company Response:
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In a response to a CFPB complaint, I received the following response on XX/XX/18 ; ... your request to exit IBR has been cancelled and reversal of interest capitalization is in process. Also, you have been approved for renewal of IBR effective with the XX/XX/2018. After a period of waiting for the reversal of interest, I emailed the company on XX/XX/18. Ten days later, on XX/XX/18, I was told the following : Unfortunately we are unable to uncapitalize the interest since this application was processed as per your request.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been trying to receive updated information about my qualifying payments from XXXX XXXX XXXX for approximately 6 months. I submitted my employee verification forms in XX/XX/2018 however they are " still being processed '' even though I was told repeatedly typically this takes roughly 90 days, it is XX/XX/2018. I should have approximately 24 qualified payments to my account. I have been calling almost monthly to receive updated information or to inquire about when I could expect the information to be updated. The only response I receive is that they are still processing the information and it will be updated when it's updated. When I have asked why this is taking so long they do not give me any additional information other than they are waiting on information. To which when I ask from who they do not have an answer other than, " We are just waiting on information ''. When I have asked to file a complaint or speak with someone who can provide me with clarification I was told there is no one of that nature at thecompany. It is extremely fustrating to constantly be told by people who have my loans ( i.e., my debt, my constant worry, my money, a huge chunk of my financial stability ) they do not have information or do not know any information. How can this be?
Company Response:
State: AZ
Zip: 85015
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I recently completed a direct consolidation with the Department of Education to enroll in the Public Service Loan Forgiveness Program. After consolidating and beginning payments under the income based payments with XXXX, my loan was transferred to XXXX XXXX. I was notified that I needed to make a XXXX payment to XXXX, but had already made a XXXX payment to XXXX on XX/XX/XXXX. It's XX/XX/XXXX and XXXX is still hounding me about the payment I made on XX/XX/XXXX. Additionally, they have required me to reapply for income based loan repayment plan even though I had already completed that process. I have spoken with their customer service representatives about this issue, but they haven't done anything to stop me from being harassed about a payment that I've already made. I expect better service from someone who is profiting from servicing my loan.
Company Response:
State: MS
Zip: 39401
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2018, I submitted an Employment Certification to support my Public Service Loan Forgiveness ( PSLF ) application. After XXXX updated the number of payments I have made under the program, I noticed they were missing six payments. I immediately alerted them by calling them to verify which payments they do not show being made. Once that information was verified, I uploaded a letter with attached bank statements showing that the payments were in fact made. I then called a few days later to verify that they did receive my letter and to inquire when the process would be complete. I was told that it would take 7-10 business days. I called 10 business days later and was informed that the case was just assigned and it would be complete on XX/XX/2018. However, as of XX/XX/2018, the payments had not been applied and there is no notice that they even processed my issues.
Company Response:
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-03
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: XX/XX/2018 - called XXXX XXXX to check on status of my income-driven repayment plan application. I was telling the man from the department of IBR that I submitted my application on a date different than what he told me and he became rude and short. I told him I understood the system said one date but I knew I had submitted it prior to that. He kept reiterating to me that he was correct and I was wrong. While it seems insignificant, and it largely is, this is not the first time I have had issues with customer service. On a date that I cant recall, I called and the man I spoke with was very demeaning about the questions I had regarding the process of finding out when my loans were due and IBR. I have currently been waiting since XXXX for all my loans to be placed on one IBR plan. I submitted my first application in XXXX and was told all my loans were on the same IBR plan. Somehow, they were all removed from that plan and I had to resubmit my application. This time, only part of my loans were placed on the IBR plan and most are not to my understanding today. I have been trying to secure a loan for a house and need my billing statements. I have called numerous times and have gotten the same answer, that my bill is not due yet and I have to wait until my IBR plan is approved. My first payment was supposed to be due XX/XX/XXXX, but because of XXXX XXXX delay, my first payment is XX/XX/XXXX, and that is only for part of my loans. While this seems nice for some people, it is hindering my he-buying process and is causing a lot more trouble than good. This company has been nothing but slow and unresponsive, not to mention has rude customer service
Company Response:
State: OH
Zip: 433XX
Submitted Via: Web
Date Sent: 2018-12-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am a XXXX that qualifies for the public servant loan forgiveness program. I am trying to find out how many qualifying payments I have made toward the 120 required payments. I called in XXXX of 2016 to get an answer and have called repeatedly with no success. They keep telling me that they working on finding out, but my file is still pending.
Company Response:
State: TX
Zip: 77493
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-03
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I am enclosing my last 3 payments to AES. The payments and interest rates change every month and makes no sense. I have not agreed to any terms they change my rates to and they are not consistent with how my payments are allocated. I have enclosed my last few payments.
Company Response:
State: AK
Zip: 99507
Submitted Via: Web
Date Sent: 2018-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX an automatic direct debit payment of {$580.00} was withdrawn from my bank account by XXXX XXXX but that payment was never applied to my account. I have called XXXX XXXX several times about this. First they had no record of the payment they asked me to get some information from the bank about the withdrawal and call back. When I called back the first person I spoke to hung up on me but I finally got someone to listen to me but I was transferred several times to different operators. Then finally I got someone who seemed to know what he was doing but he still couldn't find my payment. He told me to upload my bank statement showing the withdrawal to my account and he would send the complaint to his supervisors. Weeks later having heard nothing I called again I was told the complaint was submitted on XX/XX/XXXX more than a week after my initial call and he told me it would be up to 15 business days before I get resolution. I called again after 15 business days had passed and no resolution and was told it would take 30 to 35 business days. It has now been over 2 months since my payment was withdrawn.
Company Response:
State: CA
Zip: 93555
Submitted Via: Web
Date Sent: 2018-12-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I graduated from XXXX XXXX University with the XXXX in XXXX. My student loan debt at that point, including the debt acquired as an undergraduate, was roughly {$90000.00}. I accepted an XXXX XXXX position ( tenure-track ), which was to start fall XXXX, at XXXX XXXX XXXX XXXX, and was encouraged by the lender to request forbearance for the student loans. This was supposed to give me some " breathing room '' to relocate from XXXX to XXXX, before beginning repayment. Accruing interest was presumably " capitalized, '' increasing the loan 's principal. I began repayment in XXXX. Payments were geared so that I could afford them. On average, I paid something like {$800.00} a month. Interest nevertheless continued to be " capitalized. '' That amounts to something like {$60000.00}. In XXXX, my Congressman told me about a new loan forgiveness program -- Public Service Loan Forgiveness ( PSLF ) program. I was instructed to contact XXXX XXXX, have my loans " moved '' to XXXX XXXX, at which time they would now manage them, and pay 120 payments ( 10 years ). Given that these payments were all made while serving in the public sector ( I am a XXXX XXXX ), after that 10 year period the loan would be forgiven. XXXX XXXX took over my loans. They claimed that I owed them : {$160000.00}. I'm not kidding. I had paid {$60000.00} against my debt since XXXX, and instead of making even the dinkiest of dents, my loan principal actually exploded! In XXXX or so, I was told that none of my payments would be counted toward the 120 needed for loan forgiveness, because they had been paid after the XXXX of the month. I had always been under the impression that payment was due by the XXXX, which is when I and my wife made the payments. I had never made a late payment. But, according to XXXX XXXX ( which became XXXX? ), I would need to request a change in due-date if I wished to continue paying on the XXXX and have those payments count. I did. It took 3 years for the system to finally make the change of due-date to the XXXX. In XXXX, I was told that none of my previous payments would count toward the 120 needed, because I had to submit an Employee Verification Form and had to be a participant in a special Income-Based Repayment plan. This was news to me. Keep in mind that I ( almost obsessively ) contacted XXXX since XXXX to make sure that I was doing everything required for the PSLF program. I was beginning to think that either XXXX representatives were incompetent, or, worse, actually working to place obstacles in my way. Now, since XXXX, I've paid XXXX on average {$800.00} a month, and so, I've paid XXXX about {$90000.00}. Added to what I paid before entering this program, I've paid about {$150000.00} against my student loans, and yet I still owe {$160000.00}. This is outrageous. I'm not asking for anything for free. I happily paid back student debt ( originally {$90000.00} ), and have paid about {$150000.00}. But according to XXXX, I still owe {$160000.00}. Most recently, XXXX says that they will count 39 payments against the 120 that I've made. That means that I still must pay another 7 years of payments! ( 81 payments )
Company Response:
State: PA
Zip: 17815
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A