Date Received: 2018-10-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I enrolled in the Public Service Loan Forgiveness Program and have been making payments for approximately 8 years. I just found out I was on the wrong repayment plan so only 3 years of my payments have counted toward the program. I asked for an adjustment and they lowered the number of qualifying payments I had!
Company Response:
State: FL
Zip: 32301
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I own and am responsible for a substantial amount of student loan debt. The burden of my debt is held by XXXX XXXX. I am a full-time XXXX XXXX at a XXXX, XXXX XXXX in XXXX Montana. I am attempting to participate in the Public Service Loan Forgiveness Program. Although I have been told countless times via phone conversations and through written correspondence that my loans are now consolidated and held by XXXX ( the last of which I know to be true as I make monthly payments to them ), I have been waiting for more than a year to hear back on which of my payments count towards the necessary 120 that need to make in order to receive forgiveness. I have had multiple attempts to contact XXXX and PSLF representatives and have received nothing other than, " what you are doing is right, your paperwork looks good, we do not need further information from you at this time. '' When I query them as to why I have had to wait so long to see how many qualifying payments I have made thus far, I am told, " It just takes time. '' When I state that some of the first paperwork I received from XXXX after they pulled all my loans over and made themselves my servicer was that it would take up to 3 MONTHS to get notice of what payments qualify for PSLF, they sit in silence on the other end of the line and offer no further guidance. Immediately after becoming my servicer, they put my loans into a forbearance state with no explanation. I received correspondence via mail thanking me for MY choice ( which was never mine ), saying that I had authorized this. They do not have my signature on anything stating this was okay. I am hindered in my life choices by my student loan debt. I take responsibility for my XXXX, XXXX XXXX childhood. I have worked unbelievably hard to pull myself away from all of that. My present and future life choices were meant to be relieved of the burden of this debt for the dedication I have given to raise myself from poverty and for the determination I have to continue to keep away from it. Now, this program has become a punishment and I am made to pay all over again for the mistakes of my family, of myself. I should not have to settle for average, for " barely scraping by '' when, given an opportunity, I could be extraordinary. I want to fly, I want a life unencumbered by the student loans that suffocate me, I want the American dream. This program was supposed to be the springboard to those next steps. Without it, how can I help Make America Great Again?
Company Response:
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Facts : I currently have a Total Balance of {$120000.00} for all federal loans. Direct Sub Consolidation Loan - {$67000.00} Direct Unsub Consolidation Ln - {$51000.00} I have incurred significant negative amortization on my federal student loans since enrolling in this program. I would not have incurred such negative amortization if I were in enrolled in other payment plans or programs. I am now forced to deal with this scenario and committed ( due to the negative amortization I have incurred ) to following through with Public Service Loan Forgiveness ( PSLF ). This means that calculating my Qualifying Payments Made is essential and critical. My current Qualifying Payments Made is showing zero [ 0 ] qualifying payment made as of XX/XX/XXXX. If this is not resolved reasonably I will be left with only the option of suing, which is a further burden to myself ( never mind trying to locate an attorney who will take my case ). I strongly believe this is malicious and intentional activity on the part of XXXX XXXX to defraud public servants like myself who have enrolled in this program. On XX/XX/XXXX I became full-time employed with a state agency of the State of Texas ( that is a qualifying employer for PSLF ). XX/XX/XXXX my federal consolidated and unconsolidated loans were transferred to XXXX XXXX. XX/XX/XXXX I contacted XXXX XXXX via their upload file communication, and mail. I sent a letter communicating the total number of Qualifying Payments Made is shown as zero [ 0 ]. I also called in XX/XX/XXXX and XXXX XXXX indicated they had a copy of my Employment Certification Form ( PSLF ). They said that it would take 90 days to calculate my qualifying payments made. As of XX/XX/XXXX this calculation has not been done. XX/XX/XXXX I uploaded and mailed a letter to XXXX XXXX that had a copy of my Employment Certification Form ( PSLF ) signed and dated by my employer 's human resources representative on XX/XX/XXXX. On XX/XX/XXXX I notified XXXX XXXX via mail and upload option from my account that my Qualifying Payments Made was still showing zero [ 0 ]. I also let them know if this was not resolved by XX/XX/XXXX I would retain an attorney. On XXXX I contacted XXXX XXXX at XXXX, and asked what was taking so long. I was informed that my qualifying payments had not yet been calculated and it would require the representative to submit an inquiry that would take 6 to 12 months to resolve as to why this had occurred or to calculate Qualifying Payments Made going back to XX/XX/XXXX. I let them know that was absurd and asked for their legal department and they said they did not have one. I confirmed the PO Box mailing address and said I'd send my notices to that address. It is absurd that I have to deal with this kind egregious and notorious behavior to deter, or otherwise engage in action that would not document my public service properly.
Company Response:
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Once again..another problem with AES. Last month their system said I didn't make a payment and that I did not have a Direct Debit set up. Now this month I get notification that my payment is now two days past due and that NO direct debit is set up. I called AES and got a very snippy representative that said I received a letter. Note that two months ago, I asked that I receive hard copy mail and not electronic ( another FAIL by the lender ) as I note that I do have a letter from them canceling my direct debit. HOWEVER, they blame this on my personal bank. I spoke with my bank about this and they said they did not advise AES that it was not able to process the direct debit. I want my loans sold IMMEDIATELY to another lender who is responsible. I am asking CFPB to please take care of this. I am sick of this XXXX.
Company Response:
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My complaint is about the time it is taking to process my IDR, not getting any replies back as promised, given misinformation, and customer service representative acting as a barrier to getting my problems resolved. I submitted my IDR application on XX/XX/2018, and didn't know to check the {$5.00} hardship payment box. On XX/XX/2018, I received an email advising me that my application had been placed on hold, and that no action was needed from me. After waiting a few weeks for this to resolve, which never happened, I called XXXX XXXX for an explanation. At which time I was told that I had not selected the box to pay the {$5.00} interim payment required for the application to be processed. I have spoken to several representatives with different theories on why my application was placed on hold and not processed accordingly. One rep told me to wait for the {$5.00} billing, and once that was paid, it would trigger processing, and in the meantime placed me on a forbearance. Another rep told me that, one forbearance was in place when another one was processed, and that was the reason for the delay. Once one forbearance drops, the application would be processed correctly. I started receiving a notice to pay, and late notices, which prompted me to call again. This time though, the rep starting telling me that I had to pay the amount billed until I insisted he looked at the notes further. He could not give me an answer for why it has taken so long to process my IDR, at which time I requested to speak to a manager. He told me there was not a manager. I then requested for him to write me a letter stating all that I have been through, to which the answer was no. I demanded to speak to a supervisor and was told there was not any managers or supervisors, but he could transfer me to someone else who was just going to tell me the same thing. And, surely enough he did, only this time I've met with the representative, XXXX XXXX who has not come through on promises, appears to be non chalant about the urgency and possible adverse credit reporting, when asked to speak to a manager again, I was told that there was not a manager available. I am highly concerned about whats going on at XXXX. There doesn't seem to be any concern for the borrower 's frustration, and no incentive to go above and beyond to help borrowers with problems. As a matter of fact, the representative I've encountered encouraged me to make a complaint if I didn't like it. Dismayed and frustrated concerned about my credit, I am highly recommending that someone look into the practices of XXXX XXXX. And to add to matters, I just received a text today, stating that my payment is late.
Company Response:
State: GA
Zip: 30223
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Their response to my issues of poor communication have proven exactly why this company can not be trusted with student loans. They have responded repeatedly with half thought out responses not even addressed to me appropriately that haven't even addressed the issue at hand. They also include lies about their previous responses and handling of situations. This company has been unable to respond to complaints repeatedly over and over and over again and in addition are lying in their responses in formal letters. It is this incompetence and dishonesty that makes this company a poor excuse for a loan servicer. They can not even handle a simple task of taking accountability and addressing simple issues. I need this case to be escalated further and I want the CEO to contact me directly so that the issues at hand can be resolved. Obviously the rest of their staff are unable to take on menial tasks.
Company Response:
State: NH
Zip: 035XX
Submitted Via: Web
Date Sent: 2018-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I've disputed this twice and I believe that whomever is working the dispute is not paying enough attention to the dates and what I am requesting. Yes they have helped me with some and thank them very much because some information has already been fixed. From XXXX through XX/XX/XXXX it shows my loans were current and in good standing. What I don't understand is how does it go to 60 days in XX/XX/XXXX if they are current in XXXX? The same goes for XXXX and XX/XX/XXXX shows current but XX/XX/XXXX shows 60 days late then XXXX shows 120. How is this possible if they are current one month then go 2 months late? Someone please read this accordingly and assist me?
Company Response:
State: TX
Zip: 75241
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: AES XXXX XXXX XXXX : Posted a Charge off to my credit reports, however it isn't my account, and the contract that they provided upon request doesn't match my social security number. Please remove this ASAP.
Company Response:
State: CA
Zip: 90266
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: When I graduated from college, I was made aware of a government student loan program called, " Public Service Loan Forgiveness ( PSLF ) Program. '' Essentially, if a college graduate obtains employment in the public/non-profit sector, then the college graduate remaining Federal Student Loan balance is forgiven after 10 years of full-time employment & 10 years ( 120 payments ) that are paid on time & in full. I have never missed a student loan payment and have been employed and currently employed with the XXXX XXXX XXXX for over 10 years since XX/XX/XXXX. I started paying on my student loans in XX/XX/XXXX. To my surprise, the payments that I made to my Federal Student Loans for the time period of XX/XX/XXXX-thru-XX/XX/XXXX were not counted as " qualifying payments '' of the 120 payment requirements due to being assigned the wrong repayment program. the PSLF Program is not the easiest program to navigate & I felt that for the time period of XX/XX/XXXX-thru-XX/XX/XXXX, I was making my student loan payments in the correct repayment program under PSLF program in good faith. However, I was recently informed of a Student Loan Forgiveness program called : " Temporary Expanded Public Service Loan Forgiveness ( TEPSLF ), which was created under the Consolidated Appropriations Act, 2018. I believe I qualify for the Temporary Expanded Public Service Loan Forgiveness opportunity & it's important that my submitted request is processed as soon as possible. Because TEPSLF has limited funding of {$350.00} million, which means it will be proved to a limited number of applications on a first come, first served basis. I just received by formal denial of my PSLF Application on XX/XX/XXXX, which I'm happy to receive, because I have to have a formal denial of my PSLF due to non-qualifying payments to qualify for the TEPSLF Program. I have submitted my request for the TEPSLF program per XXXX Instructions to XXXX & have not received a response that I'm being considered for the TEPSLF program since I submitted the TEPSLF request on XX/XX/XXXX. I know there is only a finite amount of funds available under the TEPSLF program, & I just want to be ensure that my name is correctly placed on the TEPSLF list for funds.
Company Response:
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-16
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: My student loans are serviced through XXXX XXXX. I needed to recalculate my Income Based Repayment amount because I changed jobs, and I now make significantly less than I was making before. I applied online to have my payments recalculated on XX/XX/2018. I needed to mail a copy of my paystub as supporting documentation, which I mailed on XX/XX/2018. I called XXXX XXXX on XX/XX/2018 to inquire about the status of my request, and I spoke with XXXX ( employee id XXXX ). He informed me that my application was considered complete on XX/XX/XXXX because XXXX XXXX received my supporting documentation. However, on XX/XX/XXXX XXXX XXXX issued my bill for XXXX, which is due on XX/XX/XXXX and is for the higher amount based on my previous salary. I asked him why that bill was issued even though my application was complete beforehand, but he responded that it takes 2 to 3 weeks to process the application. I then spoke with XXXX ( employee id XXXX ) and another employee named XXXX ( employee id XXXX ) who confirmed that it takes 7 to 10 business days to process an application to recalculate IBR payments, and bills are issued 20 days before they are due. Therefore, it is IMPOSSIBLE to apply for a recalculation in IBR payments without also entering into at least a one month forbearance, and likely two months will be needed. During this time, interest continues to accrue and is capitalized. In other words, XXXX XXXX is extorting students with accrued interest as a penalty for its delays in processing an application for IBR. This can not be supported by the regulation. If any forbearance is needed for XXXX XXXX to process an application, the forbearance should be interest-free because the delay is due solely to XXXX XXXX XXXX own inability to process applications in a timely manner.
Company Response:
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2018-10-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A