Date Received: 2018-11-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX has been non-compliant with removing the unverified account XXXX XXXX XXXX XXXX which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that XXXX XXXX XXXX was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello! I am a XXXX XXXX and I have unsubsidized and subsidized student loans which I consolidated in XXXX, prior to me starting to repay my student loans. I enrolled in an income based repayment plan and began paying my student loans in early XXXX ( deferred in late XXXX ) with XXXX XXXX as my servicer. Sometime in XXXX, I was switched over to XXXX XXXX where I continued to participate in income based repayment plans, where I continue to pay through this current date. As a XXXX XXXX, I also began submitting documentation of my public service employment to qualify for the Public Service Loan Forgiveness ( PSLF ) program in the hopes of having my student loan balance erased after 120 payments. Up until recently it was acknowledged that my projected end date was in XX/XX/XXXX. The last few years I submitted my employment information to recertify my public employment and eligibility for PSLF. I never had an issue as the estimated pay off date always appeared consistent with my payment history dating back to XX/XX/XXXX/XX/XX/XXXX. However, in early XXXX I submitted my updated employment information. Keep in mind that I have been steadily employed by the XX/XX/XXXX since XXXX. Now in XX/XX/XXXX I was informed that all of a sudden I had two different projected end dates under PSLF that did not match up prior estimates provided by XXXX XXXX. I contacted a representative from XXXX and explained that because my loans were consolidated and that I have been in direct debit ( automatic payments through my checking account ), I could not have possibly submitted separate payments to the 2 loan types. This employee acknowledged this error and indicated they would have my account sent for further evaluation and recalculating. I was told this would take about 8-10 weeks. Well, I never heard back and have followed up at least 3 times since XX/XX/XXXX. Most recently I was told that they would not be able to recalculate my loan payment history and qualifying payments until the spring of XXXX, at the earliest. They are now claiming that there was likely an overpayment when calculating my payments in XXXX or XXXX, which is setting off all future payments until XXXX. I note that in XXXX or XXXX I was with XXXX XXXX and my payments were made with direct debit, so any amount due was automatically taken from my checking account. I enrolled in direct debit to ensure that payments would be timely made in the correct amount. I continued with direct debit in XXXX when I was switched over to XXXX. I also requested a history of qualifying payments in XXXX and was given a log that shows all payments made in XXXX and XXXX were actually indicated to be " qualifying payments '' for PSLF. All of a sudden now, I am told that is no longer the case! I can not understand why after many years of being provided a history of qualifying payments, they are alleging problems with payments made with a previous service provider. If there was a discrepancy, I should have been notified of this at the time ... or even in any of the past years when I voluntarily requested payment history information to ensure I was on track with my qualifying payments. I was never told I had an overpayment or an underpayment on my account. I simply paid what was debited from the servicing providers, which was indicated to be the total amount due. I have been extremely patient and tried working with XXXX XXXX but now that I am nearing the end of 120 payments for PLSF, I am worried that they are raising an issue that allegedly occurred 7 years ago. I have fortunately kept documents that show the payment history where they indicate that all of my payments made from XX/XX/XXXX-XX/XX/XXXX and all payments made were indicated as " qualifying payments '' for PLSF. I can not understand how years later they can now say these payments are not qualifying, especially when I paid all amounts due with direct deposit. Any discrepancy in the payment they collected from my account, even if its an overpayment, is very questionable since it's only being brought up 7 years after the fact. Especially in light of my efforts to reach out to XXXX and keep up to date with my history of qualifying payments. One rep that I spoke with acknowledged that given my history of payments, it looks like I would be done in XX/XX/XXXX but that they can not provide any more information until someone looks into my account, and that this will be " very tedious. '' The first XXXX representative I spoke with in early XXXX was honest enough to tell me that this is an issue with many participants with the servicing company. I also did an internet research that shows this exact situation has occurred with many participants in the PSLF with XXXX XXXX. I have had many issues with XXXX XXXX in the past, like having to go on deferment/forbearance due to them taking an inordinate amount of time recalculating my new payments following my annual income recertification to remain on an income based repayment plan. I always submit my income information in a timely manner but XXXX would take so long in processing the information in the past, that I was forced to go on deferment/forbearance. These delays caused me further delay in reaching my 120 qualifying payments. But I overlooked these issues with XXXX XXXX in the past. However, this new issue can not be overlooked. I am working hard to pay my student loans on a timely basis using direct debit and ensuring I pay in full whatever I am billed. I re-ceritfy my income and employment information and have received corroboration with XXXX that I was on track. I am very troubled that they can now allege some issues occurred several years ago with a different servicing provider that I believe is now defunct. My right to dispute this was taken away since I was never made aware of this. I also don't trust this raised issue because it was previously non-existent. I feel like I have been deprived my right to make an informed choice about my student loans and participation in PSLF. It's scary that you can do your best to be a responsible borrower and follow all rules, but to have no control how your funds and loan is being handled. Please help me resolve this issue.
Company Response:
State: VA
Zip: 22041
Submitted Via: Web
Date Sent: 2018-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I began working for a XXXX hospital after graduating college in XX/XX/XXXX. I submitted my first employment certification form ( ECF ) in the summer of XX/XX/XXXX for the Public Service Loan Forgivement ( PSLF ). The ECF was approved, the qualifying payment count was appropriate, and my loans were transferred to XXXX XXXX. In the summer of XX/XX/XXXX, I submitted my second ECF at the recommendation of XXXX XXXX to submit an annual ECF. I received a determination on my XX/XX/XXXX ECF with what I believe to be an inaccurate qualifying payment count. I called XXXX XXXX at the end of XX/XX/XXXX and was told by a representative that a manual review would need to be performed which typically takes 3 months. Today ( XX/XX/XXXX ), approximately 4 months after that initial call, I had yet to hear back on the results of the review. I called XXXX XXXX for an update and new estimated time I could expect to receive a decision. I was told by the representative that she did see the request I submitted in XX/XX/XXXX, it was still under review, and at this time they do not provide an estimate of when the review will be complete because it could be more than a year. When I asked for clarification regarding the annual ECF and if this would at least be resolved when I submit an ECF in the summer of XX/XX/XXXX, she reported that annual ECF certifications are only reviewed for qualifying payments made from the last time an ECF was submitted despite having the same date of employment start listed for each ECF. Thus, this problem will continue to compound year after year with the expectation that I as the consumer may never hear back about my manual review.
Company Response:
State: PA
Zip: 18020
Submitted Via: Web
Date Sent: 2018-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-21
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I was student at the XXXX XXXX XXXX. The school was closed for fraud by the FBI and I am under the term and conditions to remove my loans from the mentioned school. Currently I'm living in XXXX, Florida and I can continue my education because is not recognized by the college I'm trying to attend. The College name is XXXX XXXX XXXX and the new student personnel they explain me they can not accept any credit from the mentioned college and the only solution is start over again. I owe more than US18,000.00 in student loan and I'm frustrated because I have not graduate, I can't continue my education for the issue explained above. I hope you can bring me light to my case. Thank you
Company Response:
State: FL
Zip: 32707
Submitted Via: Web
Date Sent: 2018-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-21
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XX/XX/2018 - 5 accounts through XXXX XXXX open. 4 at 6.8 %, 1 at 3.4 %. Refinanced at 4.49 % through XXXX serviced. XX/XX/2018 : checks for each account to close were instead bundled and fairshared. Now have 5 accounts with XXXX ( for smaller amount ) and 1 with XXXX XXXX. Making weekly payments XX/XX/2018 : caught error and called. Spoke with all 3 institutions to correct error check-by-check in conference call. Was told it would take 2 weeks XX/XX/2018 : nothing changed. Went ahead and paid off 1 loan ( {$300.00} ). By the following Monday, I had credits in 3 accounts at 6.8, a higher balancein 3.4, and over XXXX in one 6.8. Should have been under {$3000.00} total. Have spoken 11 times with the organization since and it is still incorrect. XX/XX/2018 : had spoken with an individual that they are issuing a credit to common bond and I would receive a credit for XXXX to the 3.4 account, making the balance XXXX. This was correct. Now have 4 accouns open again with credits and 1 account at XXXX. I have repeatedly tried to escalate throughout this process. I spoke with a tier 3 who has an extension. He has yet to return a call. Another escalation escalated to their supervisor who would not come to the phone and provided a 2 day business day turnaround. I received no call. My credit has since dropped 4 points.
Company Response:
State: OH
Zip: 44131
Submitted Via: Web
Date Sent: 2018-11-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, I made a {$920.00} payment online to cover payments for principal and interest on Loan Nos.3, 4, 6, 10, 12, 13, and 14. I also tried to pay-off Loan No. 8 but could not figure out how to make that payment so it would pay-off the loan, so I called XXXX XXXX XXXX. I spoke with XXXX at XXXX XXXX XXXX and told him I wanted to pay-off Loan No. 8. He told me the call was recorded, the pay-off balance was {$970.00}, took my checking account information, and said he made a payment for {$970.00} on Loan No. 8 that would pay-off the loan. On XX/XX/XXXX, I checked my XXXX XXXX XXXX account, and the {$970.00} payment had not been applied to pay-off Loan No. 8 but instead was applied in various amounts to pay the principal and interest on Loan Nos. 3, 4, 6, 8, 10, 12, 13, and 14. I called XXXX XXXX XXXX and spoke with XXXX ( Employee No. XXXX ) and told her I wanted the {$970.00} payment to be reversed because it was supposed to be applied to Loan No. 8 to pay it off but instead had been applied to the principal and interest on all the loans. I also explained the {$920.00} payment that I made online to cover the principal and interest on Loan Nos. 3, 4, 6, 10, 12, 13, and 14 also needed to be reversed because that payment was only applied to principal and not interest ( XXXX XXXX XXXX applied the {$970.00} payment first, so it covered the principal and interest on the loans. Thus, when the {$920.00} payment was made, it only covered the principal on the loans. ) I told XXXX I wanted to make sure that when XXXX XXXX XXXX reversed the {$920.00} payment it applied the payment to pay the interest that was due on XX/XX/XXXX and not the interest that was due as of the day the adjustment was made. I said it would be very easy to figure out because the {$970.00} payment covered the interest as of XX/XX/XXXX, so the amount should be the same when the adjustment is made for the {$920.00} to cover the principal and interest as of XX/XX/XXXX. XXXX said she would put in a request for the adjustments to be made, and it would take up to 5 to 7 business days for the adjustments to be made. I called XXXX XXXXXXXX XXXX on XX/XX/XXXX to make sure these adjustments were in progress. The representative I spoke with told me that notes were in the system to make the adjustment, but it could take up to 30 days for the unless the representative put in a special request to expedite the adjustments. The representative explained there was no way to determine if the expedited request was made because that request would be made by email and was not notated in the system. She said she would send an email to financial management to have this adjustment expedited and would notate this in the system.
Company Response:
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2018 I sent a check that included the calculated interest for two loans to the XXXX XXXX. Instead of applying the entire check to the two loans they spread it around. They didn't pay off the two loans. They are offensively XXXX and grossly incompetent. I want them to pay off the loans. I needed that for my debt to income ratios. Getting the location to even send the check took two phone calls. How this isn't on the website is beyond me.
Company Response:
State: MA
Zip: 02128
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have several student loans from undergraduate and postgraduate programs. I wanted to go into the program for civil service repayment for forgiveness after 10 years of payments, because I am an XXXX XXXX XXXX. I called XXXX three years ago and was told that all of my loans had to be consolidated in order to go into the program. Though they had different interest rates, some were very low. So I went ahead and consolidated my loans. Then I applied for the program and was told that all of my previous payments did not count because I consolidate my loans. So not only do I have to pay more because of the higher interest rates, none of my payments counted for years. Also, they kept changing things so that none of my payments are in the right place to qualify. I feel like I am being ran around to just make payments for ever!
Company Response:
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a loan with XXXX XXXX which was turned over to XXXX. The loan was opened in XX/XX/XXXX, and XXXX has been calling me about payments. A few days ago, the loan was put on my credit report as opened in XX/XX/XXXX. What is going on with this company? They have also bern calling threatening to sue my mother who consigned on the loan. Help me.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am a federal employee who has submitted certification for the loan forgiveness program. I received information when my loan was transferred to XXXX as the servicer in XXXX that I had only made 11 payments. I contacted them to let them know that I had been in repayment since XXXX and worked for the government since XXXX. They told me that it took approximately 12 months for the information to be loaded into the system. I contact XXXX after 12 months and was told that my account had been updated. I submitted another certification in XXXX so that the payments made in since my last certification could be reflected. The number of payments were 27 for one loan and 54 for another loan which was still inaccurate. The money for all my loans were ach debit as one payment so the number of payments should have been the same. Even if the all my loans indicated that 54 payments were made it was still incorrect. I should have 72 payments. I contact XXXX and was told that another request for a review was put in and it should be done byXX/XX/XXXX I was told by XXXX to send bank statements to prove that payments were made and I told them that I should not have to incur a cost to go to my bank to research and obtain bank statements going back to XXXX. I called XXXX again in XXXX and now I am being told that it will take between 12-18 months for the review to be completed. This is unacceptable and keep going on and on with no end in sight. I am entering my 7 year with the government and should not have to get denied when it is time to apply for forgiveness because they can not get there records correct.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A