Date Received: 2018-10-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have contacted XXXX XXXX on multiple occasions to no avail about three accounts they have reported to my credit reports. I have asked for them to send me detailed paper work and proof of the account standings and they will not they are very rude when u try to talk to them. The XXXX XXXX XXXX XXXX has my student loans and I have had conversations with them on paying off my left over balances on my loans but fed loan will not answer any questions for me at all the info they are reporting is inaccurate on my credit report and they refuse to update their system. They have been rude and have blown me off at every turn I'm just trying to get info from them because from my records they are reporting in accurately.
Company Response:
State: TX
Zip: 79764
Submitted Via: Web
Date Sent: 2018-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Since XX/XX/2017, I have been attempting to determine how many qualifying payments I have made under PSLF. I have called customer service repeatedly, and they have not been able to give a consistent answer. In XX/XX/XXXX it was 3 payments, and today it is 9. I have not been able to determine exactly why they have not counted the payments. The answer to that question is different every time I call. Today, I spent almost 90 minutes trying to speak to a manager. I was left on hold for over 20 minutes. I was hung up on. Ultimately I was told a manager would call me back. She could not say who. She could not say when.
Company Response:
State: CA
Zip: 92555
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I recently learned that I should have received information about the PSLF program when I started making payments in XX/XX/XXXX on my federal student loans as I was employed in a XXXX XXXX. Unfortunately for me, I learned in XX/XX/XXXX that I needed to consolidate my loans in order to qualify for the PSLF program under a different plan ( income-based repayment plan ). I have reached out to my loan provider ( XXXX XXXX ) and searched on the Dept. of Education 's website for information on how to get those four years of payments to count towards my PSLF. However, XXXX XXXX told me that since they were not in charge of my loans prior they can't help me. Also the Dept of Ed. website gives a phone number for contact but the phone number is to XXXX XXXX. I am reaching out the CFPB because I read that other people are dealing with this same issue. Please advise.
Company Response:
State: CO
Zip: 80210
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted a payment to XXXX XXXX XXXX in the amount of {$130.00} on XX/XX/2018. However, I was charged twice for this payment. I noticed the error on the same day as the second transaction was posted to my account and immediately notified the company. I was told that they will issue a refund, but that it would take 60 - 90 days to get back to me. That is 2 - 3 months. The irony of the situation is almost too much to bare ; during my time as a customer with XXXX XXXX XXXX I, too, was unable to pay them for a period of 90 days. I was reported to the credit bureaus, without notification, and as a result my credit situation has been damaged for the better part of a decade. Thus, I must contend that XXXX XXXX XXXX, lacks an adequate process to manage a timely resolution for their customers in the event of an accidental, or erroneous charge.I also assert that they lack adequate customer service capacity, as every call I have ever had with them has been frustrating, fruitless, and entirely unhelpful. Because XXXX XXXX XXXX is either unable, or unwilling, to return my funds to me in a timely manner, I have also disputed the charge with my banking institution, and have asked them to assist me in recovering the funds that were erroneously withdrawn from my account, and were not being returned.
Company Response:
State: FL
Zip: 32789
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I am working towards public service loan forgiveness and have an issue with the amount of qualifying payments. I submitted my employment certification form in XX/XX/XXXX and my loans were transferred to PHEAA on XX/XX/XXXX. At this time, the qualifying loan amounts show different information with only one being accurate at XXXX while the others shows XXXX and XXXX. I notified PHEAA in XX/XX/XXXX, XX/XX/XXXX, and recently in XX/XX/XXXX without any resolution of this issue.
Company Response:
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I signed up for Public Service Loan Forgiveness ( PSLF ) in XX/XX/XXXX, and XXXX XXXX became my new student loan servicer. In XX/XX/XXXX, when it came time for my annual recertification, my monthly loan amount jumped up from {$120.00} per month it had been for the prior 12 months to {$620.00} per month. I called to ask why the amount had increased so precipitously. XXXX XXXX told me that the total income from my XXXX taxes had increased because as a newly-married person I had filed jointly for the first time with my spouse. It did not matter to XXXX XXXX that my spouse also had similar student loans to repay. I informed them that I would be unable to sustainably pay a monthly amount of {$620.00} and asked for a smaller monthly payment. I was told to submit an application for the Revised Pay As You Earn ( REPAYE ) Income-Driven Repayment ( IDR ) plan. The entire process to achieve this new REPAYE payment plan took six months, calls from me to XXXX on at least a monthly basis to ask and plead for them to complete the recalculation and to place myself on forebearance time and time again because each month prior to my monthly due date I would receive automated letters into my XXXX account saying that I was required to pay between {$1500.00} and {$1500.00}. Had XXXX XXXX acted accountably and quickly on my request to change payment plans due to having too high a monthly payment, I would not have had to request continual forebearance on a monthly repayment requirement that rose to over 11 times what I had been accustomed to paying affordably. It was only in XX/XX/XXXX that my request to move to a REPAYE payment plan was approved, with the first monthly payment coming in XX/XX/XXXX of {$370.00}, an amount over twice as high as the {$120.00} that I had been paying in the previous certified year. I thought this issue had been resolved until I read the XX/XX/XXXX XXXX article " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. '' I recalled the difficulties I had faced for six months in XXXX trying to obtain a new payment plan and decided to log in to my XXXX XXXX account to check in further detail what had happened with my loans. I discovered that in that time period, I had suffered an increase in the principal amount of my loans from {$85000.00} in the year in which I paid {$120.00} per month to {$98000.00} by XX/XX/XXXX, due to Interest Capitalization. This frustrates me because the only reason my interest was capitalized during this time frame was because I was waiting on XXXX XXXX to lower my monthly payment to the REPAYE plan and having to request a monthly forebearance due to the punishing amounts of over {$1500.00} per month that they were requesting in the interim.
Company Response:
State: KS
Zip: 66044
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted an employment certification form ( ECF ) form to have qualifying payments counted from the years I've worked for XXXX College XXXX XXXX XXXX XXXX, a 501 ( c ) ( 3 ). XXXX XXXX denied the ECF, stating that section 3, Item 5, the employment begin date was not filled out. It was clearly filled out. They also said section 3, items 9-13 were not filled out. Item 9 was clearly filled out, Item 10 was clearly filled out and the instructions on item 10 said to skip to section 4, so the remaining items 11-13 were unecessary They also said that they were denying it because section 4 had been filled out by my employer. The instructions for section 4 clearly state in all caps " TO BE FILLED OUT BY EMPLOYER ''. I submitted the form again with these areas highlighted and explained that their reasons were invalid. They denied it again saying that the official from the employer had not listed her phone number. She had clearly listed it on the appropriate line in section 4. Furthermore, they reduced the number of payments that had already qualified without any explanation at all. I had already certified 14 qualifying payments. They reduced that number to 12 with no explanation at all. The real number should be closer to 40.
Company Response:
State: GA
Zip: 31406
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been receiving emails that payments have not been submitted then getting late fees and charged again and again. My bank statements show the money is being submitted to AES however they keep calling my parent 's house and harassing them and I keep paying more but the emails and calls dont stop. I have screen shots of the latest transactions ( email and my bank statements showing in making multiple payments ) I feel like I am being taken advantage of and I do not like these creditors calling my parents home phone ( I have not lived there for 9 years ) as they are old and this causes unwarranted stress which could lead to health conditions and their untimely death.
Company Response:
State: TX
Zip: 77043
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-18
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: On XX/XX/XXXX I requested that 2 of the 6 loans I have be placed in a forbearance. I have been keeping with the payments of these two loans however I reached some financial difficulty and needed to forgo the payment for awhile. I requested a year of Forbearance. Therefore I would not have to pay again until the end XX/XX/XXXX. Somehow the paperwork was done incorrectly and I had to start my payments sooner the documentation said from XX/XX/XXXX to XX/XX/XXXX. When I realized the mistake I called XXXX XXXX and explained that it needed to be for a year, not 6 days. I spoke to someone who said that they would correct it and my General Forbearance would be for the following XX/XX/XXXX. ( XX/XX/XXXX -XX/XX/XXXX ). I said okay, and felt like a weight would be lifted off my shoulder. In XXXX I received a letter stating that my Forbearance was approved from XX/XX/XXXX to XX/XX/XXXX. Then on XX/XX/XXXX I received a Bill saying my XXXX XXXX was due on XX/XX/XXXX. I was surprised because I had a forbearance until XX/XX/XXXX. Therefore I called and spoke to a customer service representative and explained the situation. He/She explained there must of been a mistake and see that there is to be a forbearance in place and she would send it back " to who ever she needed to for their review '' But there forbearance is in place and I should not be receiving bills until it comes due in XX/XX/XXXX. I said okay and that she would have it fixed. I said okay, and felt a weight was lifted off my shoulders, XXXX. On or about XX/XX/XXXX I received a notice that I was late paying my bill that was due on XX/XX/XXXX. I called and spoke to someone and explained I was on a forbearance agreement until XX/XX/XXXX. He/She said that it looks as if someone is trying to make these 2 loans part of a deferment. I stated I don't want them deferred as part of my in school deferment, because I work for the Public Sector and paying on them won't help my PSLF. Please do not have them deferred I would like my Forbearance and This should not affect my credit. He/She said it would not and that they would have it escalated for me not to receive a bill and that I should not receive a notice until it becomes due in XX/XX/XXXX. I said okay and hung up ... In XXXX I received a Forbearance letter stating my Forbearance was approved from XX/XX/XXXX to XX/XX/XXXX, another weight was lifted and I felt good about receiving the letter. Then On XX/XX/XXXX, I received and email/letter stating I was delinquent on my payments with my loans as of XX/XX/XXXX. I called XXXX XXXX AGAIN!!! and spoke to someone this time I ask for a manager and was given a supervisor. I explained that I was on a Forbearance, That I keep receiving bills and that now it says I'm late and that this should not effect my credit because I am on a Forbearance. After some back and forth banter and that person reading my notes as well as seeing the letters they were in agreeing and that I should not be receiving anything because I am on a Forbearance agreement. The supervisor stated that it looks like someone again was trying to put my loans in a deference I explained I did not want them there and the reasons why. The supervisor understood and said they would process my forbearance in expedited fashion and I would not be delinquent.. After explain to the supervisor I felt that this is a harassment tactic, they explained that this isn't it was just someone made an error an it would be corrected. I told her/him thank you and hung up ... Now my working with the supervisor was in XXXX, I received a Forbearance letter stating my forbearance was approved from XX/XX/XXXX - XX/XX/XXXX. And in XX/XX/XXXX I received a bill and delinquency notice and called again and spoke to a supervisor and it was supposed to be worked all out and then in XX/XX/XXXX I received a bill and delinquency notice and talked to a supervisor and in XX/XX/XXXX Again!!! This time in XX/XX/XXXX I am IRATE!!! I feel harassed and feel like XXXX XXXX is trying to keep track of me and make sure my information is updated as I have to verify it every time I call.. Every Month since XX/XX/XXXX I had to call and talk about my financial problems, how I needed this loan in a forbearance, and why and why do I not want an in-school deferment ... By the time I call and talk to someone in XX/XX/XXXX not only am I frustrated and in tears I feel broken ... I have to call XXXX XXXX again, and try to be polite to a person who works for a company where I am constantly harassed every month!!!!!!! But I can not hide my anger even though I try ... I can not give all the details for the conversation in XX/XX/XXXX but it was definitely mixed emotions, I felt as though I could no longer trust anyone who worked there and the supervisors were jokes. I threatened to put in a complaint with CFPB and anyone else who would listen if I could not get this resolved. The woman I spoke with tried to calm me down and said she would do everything in my power to rectify it ... as I said I can not go into full details however she offered me a solace, and give me a General Forbearance that would last until the end of XX/XX/XXXX. While they resolve the matter of my other Forbearance that would end in XX/XX/XXXX, she said it should stop the bills and delinquency notices. She stated it was not my original forbearance that was to start in XX/XX/XXXX, but it would stop the notices until everything was completed. So I received a notice on XX/XX/XXXX of a Forbearance from XX/XX/XXXX to XX/XX/XXXX. I have not called or heard from them. a few weeks ago around the beginning of XX/XX/XXXX I logged on to check on my redetermination of my IDR and to forward my PSLF certification in XX/XX/XXXX. Now Today XX/XX/XXXX. I received a notice that I have a payment due on XX/XX/XXXX. When my original deferment doesn't end until XX/XX/XXXX and my temporary deferment doesn't end on XX/XX/XXXX. And now I am about to make another phone call. as I feel as though this is a violation of the forbearance agreement to ask for payment before the agreement is over. And this is emotional stress with the constant back and forth. I feel as though this a tactic on their part to make sure I know I have to pay and to deter me from every wanting to do a forbearance again ... Even in financial Hardship I can't find solace. The thing about all of this that kills me is that I made my payments once the loan became due and I planned on to continue to pay at the end of the Forbearance agreement.
Company Response:
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2018-10-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was informed on XX/XX/XXXX by an agent from XXXX that I had unknowingly forfeited all of my qualifying payments towards public service loan forgiveness because I had consolidated my direct loans after receiving incorrect information from one of XXXX agents. I had been paying towards my public service loan forgiveness with XXXX XXXX since XXXX and have documentation of all Employer Certification Forms during that time period, as well as all documentation of the approximately 5 years of qualifying payments made. I contacted XXXX on XX/XX/XXXX to get a confirmation of how many qualifying payments I had made since XXXX. I generally call my loan servicers to get information because I find it more efficient to speak with an actual person than to navigate their website or email portal. The first agent I spoke to informed me that I had no qualifying payments because I had just consolidated my loans in XXXX and thus no payments had been made yet. This was shocking to me because I was informed during a previous phone call in XXXX that once my consolidation was complete I would receive information about how many qualifying payments I had made between XXXX and XXXX. The first agent I spoke to then directed me to her supervisor, agent # XXXX. I explained that I consolidated my loans to XXXX after receiving bad information from one of XXXX XXXX agents when I had called and had a lengthy conversation with agent # XXXX on XX/XX/XXXX. The managing agent I spoke to on XX/XX/XXXX, # XXXX told me that they have no record of this conversation that I had with the agent # XXXX. I had initially called XXXX in XXXX because I had uploaded four separate Employment Certification forms beginning in XX/XX/XXXX through XX/XX/XXXX to their website documenting that I had worked at PSLF qualified employers from XXXX to XXXX but had not received confirmation or correspondence from XXXX that they received these documents. When I spoke to the agent # XXXX she had informed me that she saw all of my Employment Documents uploaded ( they have since disappeared from my XXXX portal ). During this phone call in XXXX it was conveyed to me that in order to calculate the number of qualifying payments I had made towards PSLF I was required to consolidate my loans with XXXX. I was not informed that by consolidating my loans I would be forfeiting the 5 years of qualifying payments I had made towards PSLF via XXXX XXXX. As I mentioned above, I was assured, that after the consolidation was completed, the number of qualifying payments I had made previously would be calculated and I would be informed of where I was in the payment process in relation to the 120 qualifying payments. I was also informed during this call that in order to make my indirect loans through AES qualify for PSLF I would have to consolidate them. Again, I was not informed during this phone call that by consolidating my direct loans, I would be forfeiting my 5 years of qualifying payments made through XXXX XXXX. I simply assumed that because I was instructed by XXXX XXXX via email on XX/XX/XXXX, to contact XXXX for information regarding the number of qualifying payments I had made that XXXX were the servicers of the program. I also did not assume that the information I was provided by agent # XXXX in XXXX was incorrect or incomplete. So after receiving this faulty and incomplete information from agent # XXXX on XX/XX/XXXX, and against my best interest, I went ahead with my consolidation with XXXX. The reason that I had called in XXXX, was simply to understand how many qualifying payments I had made and would have never consolidated my loans had I known that I would be forfeiting the qualifying payments I had already made on these loans. It was against my best interest to consolidate because I still have two loan servicers AND have to start over in making qualifying payments towards PSLF. In fact, I was informed by XXXX XXXX # XXXX during our most recent phone conversation on XX/XX/XXXX, that I did the opposite of what I should have done. A reasonable person would NOT have consolidated their loans with the outcome that I have had : I still have two loan servicers, I forfeit approximately 5 years of payments towards forgiveness, and the interest rate is only minimally better than it was with XXXX XXXX. I have worked diligently to make my loan payments on time since XXXX, I have resubmitted income-based repayment paperwork diligently, and proactively communicated with loan servicers to ensure that I can make payments and understand the programs I am enrolled in. Because I was provided incorrect and damaging information by XXXX agent # XXXX, I simply want XXXX to honor the 5 years of qualifying payments I have made towards PSLF.
Company Response:
State: MA
Zip: 02135
Submitted Via: Web
Date Sent: 2018-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A