Date Received: 2018-11-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2018 I received a letter from Pennsylvania Higher Education Assistance Agency regarding my student loans and my need to re-certify my income driven repayment plan within 10 days on XX/XX/2018 or else my monthly payment would increase to {$2000.00}. I was unable to submit this documentation through the PHEAA portal due to the fact that their was a discrepancy between my date of birth between them and the NSLDS. I have re-certified through this process several times and no one has been able to help me determine how this discrepancy came about or how it can be fixed. Since I was unable to submit the information through the portal, I needed to upload the re-certification and tax income verification manually. I received the form from Studentloans.gov and submitted the information on XX/XX/18. PHEAA sent me a letter on XX/XX/018 stating I was denied re-certification because the form I submitted was out of date, even though the form clearly stated at the top that it expired on XX/XX/18. I re-submitted my re-certification documentation on XX/XX/18. On XX/XX/18 I received another letter from PHEAA that stated because I had not submitted the re-certification forms my XXXX payment was set to increase by a multiple of 4. My Income Driven Repayment certification is still under review. Due to a a new flaw between PHEAA and the NSLDS regarding my date of birth and the slowness of PHEAA from veryifying my documents on two occasions, I am expected to pay four times my usual scheduled student loan repayment.
Company Response:
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2018-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/2018 I started the re certification for IDR repayment plan. I went to XXXX as instructed by my loan service After filling out my re-certification paperwork I elected to send it in digitally. A few days later I called XXXX XXXX and verified that they had received my application. The gentleman I talked to that day informed me they had my application and all I had to do was send in my financial information. On XX/XX/XXXX, I sent in my wife 's and my income information three times just to make sure they had it since I have had difficulties in the past of information being lost. Since I was told it would take 3 to 4 weeks to process I didn't check until the XX/XX/XXXX. My online account showed that my re-certification had not processed. I called and was told that they saw where I had sent my financial information but they did not have my application on file. I explained that I had already verified that they had it but the representative assured me that was a mistake ( this was later refuted in another call ). I was informed that the best thing to do was to sent in a new application. I sent in another application on XX/XX/XXXX which they processed on XX/XX/XXXX. I informed the representative that I was concerned about my loan since XXXX had changed me to standard repayment plan and I could not afford the new payments. The representative did put in a general forbearance request but it was denied stating I have no forbearance left to use. i also sent a letter on XX/XX/XXXX to XXXX stating that I had filed my application within the time limit and needed help to avoid a delinquency status on my loan. XXXX never replied to that letter. On XX/XX/XXXX, my application was denied because I had not provided income information. This was simply not true. I sent the financial information with the application and they already had that information in their system. I called and talked to a representative who could not explain why I received the denial but that she would resubmit. I called back a couple of days later and talked to a representative who escalated my call up to another representative who handled problems. This is when I was informed that she could see that I had applied electronically and I never should have had to send in another application. I asked her about delays that were not my fault and the escalating payments that I could not afford. She informed me the best choice for me at this time was to change my IDR plan because they would allow a 2 month forbearance. On XX/XX/XXXX, ( one day after my due date ) my IDR is recalculated according to my first application. I have made payments since according to my recalculated IDR plan, but that left a {$4700.00} balance from XXXX removing me from the IDR paln. I called XXXX to verify my options. Since this is the only option that I had, I applied for the REPAYE IDR plan on XX/XX/2018.On XX/XX/2018, my application is denied because of conflicting information on the application. I re-applied which was processed on XX/XX/2018. I received an email which said I would have an answer by XX/XX/XXXX. It is not the XX/XX/XXXX without an answer. I believe it is important to note that when discussing why my application was denied on XX/XX/XXXX date, I was told by another representative that they would not do a administrative forbearance for the 2 months of loan repayments which I am having a problem repaying which contradicts what I had been told. I am requesting that XXXX apply a general forbearance for the 2 months of XX/XX/XXXX and XX/XX/XXXX payments. I am also requesting that any penalties or erroneous interest that occurred be removed and any negative reports to the credit agencies be corrected. This request is due to XXXX 's delay in processing, misinformation, and incorrectly processing applications. Thank you.
Company Response:
State: GA
Zip: 318XX
Submitted Via: Web
Date Sent: 2018-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX I received a letter from XXXX stating that I should expect to receive a PSLF tracking statement sometime after 90 days. XXXX I had not received my tracking statement. I called XXXX to ask about it and was told I should get it within the month. XXXX I had not received my tracking statement. I called XXXX was told that I should expect it in 5 months. I was verbally told that 44 of my payments would qualify for PSLF and that there were 24 payments that XXXX wasn't sure about. I was concerned about the 24 uncertain payments, but without my tracking statement, it was hard to have a discussion about them. XXXX I had not received my tracking statement. I called XXXX and was told that I should receive it in 10 days. XXXX I had not received my tracking statement. I called XXXX was told that my statement was still being processed and that XXXX could provide no timeline for completing it. I was verbally told that at least 5 of my payments would not count because they were in " paid ahead status '' and that they would need to be " manually reviewed '' taking 6 months to a year. I had never heard of paid ahead status and was deeply concerned and confused. XXXX After doing some research about paid ahead status, I called XXXX back. I was verbally given even more confusing information about which payments do and do not count toward my PSLF due to paid ahead status. I requested that all of the previous paid ahead statuses be fixed ( I knew I had never under-paid ). I was told that no future payments would be marked as paid ahead and that the previous payments would be fixed by XX/XX/XXXX. I again requested my PSLF tracking statement. I was told I could expect to receive it in 7-10 business days. XXXX I went to pay my loans and discovered that I had again been put in paid ahead status. XXXX I called XXXX. I was again told that paid ahead status would be permanently removed from future payments and that all previous paid ahead payments would be fixed. XXXX I have not received my PSLF tracking statement. I have not received any notice that previous paid ahead status payments have been fixed. Frustrated by my inability to get results from XXXX, I am submitting a CFPB complaint.
Company Response:
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2018-11-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: There are a few issues with XXXX XXXX : 1 ) I keep getting correspondence from them about two loans ( identified by account numbers in the next section ). Only one was even reporting on just one of my credit reports ( XXXX ) -- and that one was deleted for being unverified, which to this day it still is. The total amount for this ONE loan account was about {$260000.00}. Insanity! They are still contacting me about this loan even after it's been deleted from my XXXX report. I've even gotten a late payment notice with an amount past due of {$2900.00} as of XX/XX/2018. This is really crazy to me. I am a senior citizen and live on a limited income, so it is frightening to ( still ) be getting bills and notices in the mail and for such large amounts! 2 ) Alongside this is the fact that the second loan ( shown as list of disbursements ) I keep getting mail notifications on as well for {$0.00}. This account isn't in my legal name and needs to be deleted on top of it already not being verified either. 3 ) Bottom line is that I have repeatedly asked for verification from XXXX XXXX and after SEVERAL MONTHS have not received a shred of proof, which is why the larger account was deleted from XXXX. They are still reporting this account with the other bureaus in order to keep sending me bills ; please tell me how an account can be verified and unverified at the same time? Both accounts need to be deleted.
Company Response:
State: FL
Zip: 32792
Submitted Via: Web
Date Sent: 2018-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I am writing to you today regarding my student loan account which I had while I was a student at XXXX University. The purpose of my correspondence is to see if you would be willing to make a " goodwill '' adjustment on the reporting of this account to the three credit agencies. During the time period this account was established I had was very happy with the service, I was however not the ideal customer and made mistakes with my handling of the account. I should have kept better records regarding the account and I take full responsibility. I became aware of the unpaid balance when I got a copy of my credit report in XXXX of 2018. I know that payment was my responsibility and I am not attempting to justify this breach in the user agreement, I was however hoping you might review the circumstances under which this nonpayment occurred and consider removing the negative trade line associated with this account from my three credit reports. As soon as I became aware of the balance I contacted XXXX XXXX XXXX/ XXXX XXXX I consolidated my loans, refinanced my debts for an easier payment schedule, and closed all accounts paid in full. I provide this not to justify why the account was unpaid, but rather to show that the issue with my student loan account is not a good indicator of my actual credit worthiness. I hope that XXXX XXXX XXXX/ XXXX XXXX is willing to work with me on erasing this mark from my credit reports. Your kind consideration in this matter is greatly appreciated. Best Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: The student loan companies are asking me to pay them back more than I can afford. They want more than 50 % of my paycheck, which leaves me with little to no money going forward
Company Response:
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: HI I WAS A STUDENT A XXXX XXXX XXXX, SINCE I GRADUATED, IT WAS TO DIFFICULT TO FIND A NJOB BECAUSE IN XXXX THEY SAID IF YOU DONT PAID THE LOAN YOU WILL NOT BE ABLE TO GET YOUR DEPLOMA SO I WAS WORKING ON A FAST FOOD RESTAURANT AND THE MONEY THAT I MADE IT WASNT ENOUGH FOR ME BUT SINCE I DIDNT HAVE NOT DEPLOMA AND NOT OPTION TO GET A BETTER JOB, MY LOAN WAS GETTING OUT OF CONTROL IT WAS ONLY XXXX YEAR XXXX DEGREE AND ALMOST XXXX IN LOANS AND I DONT KNOW HOW? SINCE THAT DAY I NEVER WANT TO GO BACK TO COLLEGE BECAUSE I WAS AFRAID, I NEED HELP PLEASE.
Company Response:
State: NY
Zip: 10472
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/2018, I was wrapping up my studies ( XXXX XXXX ) and knew I was graduating soon and wanted to prepare for repayment. I am a federal empoyee ( XXXX, XXXX XXXX ) and requested both Public Service Loan Forgiveness ( PSLF ) and Income Payment Reduction ( IDR ). XX/XX/2018 PSLF was approved and my IDR monthly payment was calculated at XXXX. Soon after, I qualified for a home mortgage in Hawaii ( Place of work, XXXX XXXX ). Due to a one income family ( XXXX child living with me and XXXX child in college ), the bank and I prepared a tight budget so I coud afford the house and capable of paying for other necessities. In XX/XX/2018, I was required to recertify ( PSLF ; proof of gov employment ) and annotate that if there was a change to my income. My income increased XXXX ( 1.7 % ). In XX/XX/2018, my monthly student loan increased from {$480.00} to {$1500.00}, close to 319 % increase. Since XX/XX/2018, I have tried to recertified 3 times, once my employer actually called XXXX to verify. No action as of today. Additionally, I have requested explanation how and why my monthly payment increased 312 % and stated that my original monthly payment of XXXX was I could afford. Once again, no action other than restating that {$1500.00} was my new monthly payment. With a {$1500.00}. student loan payment, obviously I would not have been approved for the loan on my home nor is even close to what I can pay monthly and pay monthly expenses. If forced to make this payment, I would fall into a severe financial hardship, if not even bankrupcy. Im not sure what to do at this point. Please assist.
Company Response:
State: HI
Zip: 96706
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I'm participating in the Public Debt Forgiveness Program and submitted my first certification form in XX/XX/XXXX. It certified that I've been working that the XXXX XXXX XXXX XXXX, an qualifying XXXX, since XX/XX/XXXX. My loan was transferred from XXXX to XXXX XXXX shortly thereafter. However, my first statement from XXXX indicates that I've only made 3 qualifying payments toward the PDF program. Before working at this XXXX, I worked for the XXXX XXXX XXXX, and I'm working on obtaining certification of that as well. That is a total of 7-8 years of public service. My account should certainly reflect more than 3 qualifying payments.
Company Response:
State: CT
Zip: 06106
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Something can't be a duplicate if the company never responds or makes an effort in righting their wrong ... here it is again : THIS IS NOT A DUPLICATE and XXXX XXXX HAS NOT RESPONDED TO MY COMPLAINTS or REQUESTS I have had repeated issues with this company either not responding until escalated complaints are made or responding with lies. I have email confirmation that my message was received by you on XX/XX/XXXX. I also sent mail on XX/XX/XXXX, XX/XX/XXXX, and again on XX/XX/XXXX. Not only that but if your employees actually documented conversations appropriately, or at all, you would have known that the person I spoke to told me he couldn't help me. I requested that someone needed to call my back. Nobody called me back. So in your letter to me, that proves your responses to # 1 and # 2 completely false and it shows how both inept this company and employees are and how much you don't care about the people who's loans you are servicing. # 1 ) " Our records reflect that your concerns were resolved on XX/XX/XXXX while speaking to a representative on the phone, and again on XX/XX/XXXX and XX/XX/XXXX by email '' WRONG. The customer service representative told me he would have a manager call me back. That never occurred and my issue was not resolved then. Again, through emails none of my issues were resolved. Subsequent to this I have recieved verbatim copy and paste responses, again filled with lies about their response to my issues. I have repeatedly requested answers in writing as this company is not to be trusted over the phone. They do not document anything and any accountability they may have in being wrong they sweep under the rug. Also false is that I can speak with a supervisor if I am dissatisfied with the quality of service I receive. I have made repeated complaints and requests to have the CEO and not a low level customer service representative who can't do anything respond. You have closed those complaints down immediately falsey classifying it as a duplicate complaint. It took me complaining to XXXX and CFPB for you to respond to anything. SHAME ON YOU! Here 's some basic logic for you. If you had a spot on your site where I could download the appropriate form and mail it in ( like other servicers do ), than everything would work. If I were to request a form be mailed to me I would not be getting your form back to you in the time needed so that my payments don't go up. So you are setting me up to fail by failing to provide forms on your site readily available. My income went down from last year but my payment went up significantly. I asked yesterday for someone to email me the specific calculations you used to determine my payment by the end of the day. No response. Again, another example of how this company does not communicate. This company currently has lawsuits going on against if for issues that I have had with this company in the past and currently. I feel as though my financial future is being threatened by this company, I do not feel safe with them as my servicer, and I do not obtain the support needed for me to manage my loan appropriately. The information I need is frequently not available and calling customer service is a waste of time because nothing is ever handled appropriately and as you can see not documented. My rights as a loan holder with a federal student loan are being broken. I deserve to have a loan servicer who provides answers to my questions, without having to escalate issues. I also have the right to request a different servicer if I'm feel threatened and unsafe with my current servicer.
Company Response:
State: NH
Zip: 035XX
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A