Date Received: 2018-10-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have been under an Income Driven Repayment program since XXXX of 2016 with a monthly payment of {$0.00}. I re-certify every single year in XXXX. XXXX and Federal Student Loans both reported negative information which lowered my credit score 148 points. In XXXX when it was time to re-certify, I received an email form both companies to let me know it was time to re-certify. I am still approved under that same IDR with a payment of {$0.00} per month as I am a single mother of XXXX.
Company Response:
State: TN
Zip: 38017
Submitted Via: Web
Date Sent: 2018-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I recently applied for forgiveness of my federal student loans that are currently consolidated with my ex-spouse. She is the primary signer and I am a cosigner on the account. On or around XXXX, XXXX XXXX, my wife at the time, consolidated my XXXX direct student loans with her own. We divorced in XXXX, but the loans are still in the consolidated status ( spousal consolidation loan ). Even though I am not the primary signer on the account XXXX stated that my portion of the loans in consolidation are eligible for Public Service Forgiveness. I joined the XXXX in XXXX and became an XXXX XXXX XXXX in XX/XX/XXXX. I'm still on XXXX XXXX and have had no break in service. For reference only, I have loans from XXXX XXXX that are under my name that have been placed into the public service forgiveness program that I questioned the validity of the calculation of eligible payments from XXXX. Due to several conflicting statements from XXXX 's customer service department, I filed a complaint through this organization in order to get a definitive answer on why my payments on my sole owned loans were only calculated with a start date in XXXX instead of XXXX when I started paying on the loans. Again, I'm only making this statement as a frame of reference because I mentioned in the complaint that I was also attempting to have my loans that are in a consolidation status with my ex-spouse separated out and calculated for forgiveness eligibility. I understand that the loans can't be separated out at this time. However, when XXXX responded to my complaint, the company not only addressed my issue with my loans from XXXX XXXX, but also gave instructions on how to have my loans from the spousal consolidation loan with my ex-wife calculated for forgiveness in the PSFL program. My complaint is this : I followed the instructions given as feedback to my prior complaint that was unrelated to my XXXX XXXX loans. XXXX stated that I could apply for forgiveness targeting the loans under my social security number in the spousal consolidation loan. XXXX stated that they would forgive the balances under my social security number due to my service in the XXXX, but not those that are under my ex-spouses ' social security number. XXXX instructed that I could apply for forgiveness and list my ex-spouses ' information on the form. To avoid confusion, I provided my information as well because my ex-spouse has no service that would qualify her for forgiveness of her direct loans. XXXX responded with a letter stating that they were unable to approve my request because I had missing information in the application on section 3, which is the XXXX for the XXXX XXXX. My ex-spouse would not have an XXXX to provide because she never worked for the federal government in any capacity. If you review my application, I clearly included this information from my organization because I meet the eligibility requirements to apply for forgiveness under the public service forgiveness program. After 2 more phone calls to XXXX, XXXX 's customer service department seemed confused and would not offer any assistance to work out this issue. I've attached the feedback, my application for forgiveness and the letter related to this action.
Company Response:
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-08
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I received a call from XXXX XXXX on moday XX/XX/XXXX like at XXXX where they told me that they were can I consolidate my student loan they even told me that they were going to remove {$190.00} from my bank account for 3 months and approximately {$19.00} or {$20.00} starting on XX/XX/XXXX. For a moment I didn't even think about that that call could be a scam. XXXX XXXX is the company that lent me my student loan. I feel so stupid for giving them my information
Company Response:
State: TX
Zip: 79928
Submitted Via: Web
Date Sent: 2018-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: 1 ) I submitted my Income Based Repayment paperwork within a few days of receiving the request from XXXX. Two moths later, my payments reflected that it hadnt been received. I called and was told my paperwork was received too early so processing it was put on hold. It was then processed but my next payment amount due could not be edited to reflect this. I had to put my loans into forbearance, suspend direct debit, make another call to manually enter my payment. I spent multiple calls and hours trying to make sure I didnt have my bank account drained by an incorrect payment. 2 ) Additionally, apparently when my account was transferred to XXXX I made a payment which I was told would count towards my pslf when I was placed on administrative forebearance ( without my knowledge ). Apparently that payment in some way was applied to future payments and for the past 18 months those payments would not have counted towards pslf because a paid ahead status disqualifies one from being a qualified payment. I never asked to pay ahead. In fact, the representative told me that all loans have this default option to pay ahead. Why would a company servicing my loans for the sole purpose of administering the pslf program have an automatic or default setting which disqualified me, the customer, from the program? I had spoken with representatives multiple times in the 18 moths during which my payments were apparently not qualifying payments and this was not made clear by any representative. Supposedly paperwork was submitted to retroactively remove this disqualifying status and make the payments qualifying. 3 ) The system which allows for review of qualifying payments needs a separate complaint as I requested a review in XX/XX/2017 and ten months later it is still waiting to be processed to answer why many of my loans have varying numbers of qualifying payments applied to them. I was told this process is now taking 12-16 months.
Company Response:
State: WA
Zip: 98102
Submitted Via: Web
Date Sent: 2018-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Takeway : I have been overcharged forXX/XX/2018 for {$1500.00} ( against correct figure of {$390.00} ), and my payments were suspended in XX/XX/2018 at their end while they conducted their investigation. Then they communicated that I am delinquent for the month of XX/XX/2018, for the incorrect figure of {$1500.00}. Moreover, I still have not been refunded for the extra amount they withdrew in XX/XX/XXXX. Either the extra payment in XX/XX/XXXX should have been adjusted against the subsequent payments ; or the extra amount refunded, and letting the regular withdrawals of {$390.00} continue. Details/Dates : -XX/XX/2018 : Began the process to transfer loans from XXXX XXXX XXXX XXXX to XXXX XXXX ( XXXX ) for Public Service Loan Forgiveness -XX/XX/2018 : XXXX XXXX approved my income-driven repayment plan ( Lower ) -XX/XX/2018 : Loan was transferred from XXXX XXXX XXXX XXXX to XXXX XXXX ( XXXX ) for Public Service Loan Forgiveness once I submitted verification that I have been working for a non-profit -XX/XX/2018, I called XXXX in XX/XX/XXXXto see if any additional paperwork was needed They said no, everything from XXXX XXXX would stay the same Email from XXXX XXXX stating that all payments and agreements would stay the same even though I am transferring loans to XXXX XXXX -XX/XX/2018 : XXXX withdrew {$1500.00} from debit account on file when the Income Based Repayment amount based on paperwork submitted to XXXX XXXX XXXX XXXX should have been {$390.00}. -XX/XX/XXXX and XX/XX/2018 : Spoke to XXXX XXXX and identified the error in their billing- did not charge the Income Based Repayment amount. The representative stated it was a processing error in the application and that I had submitted all necessary paperwork. That XXXX XXXX had just not processed the Income Based Repayment information that XXXX XXXX had provided in time for the XX/XX/XXXX bill due date. They refused to issue a refund to the {$1500.00} bill, even though the amount charged on the XX/XX/2018 bill was incorrect. I had an email stating that I had a reduced amount due instead for my monthly bill. XXXX XXXX stated they would open an investigation into the matter. -XX/XX/2018 : I faxed evidence to XXXX XXXX of emails I had received from XXXX XXXX stating This change in servicer will not impact the existing terms, conditions, interest rate, or available repayment plans of your federal student loans. -XX/XX/2018 : I called XXXX XXXX and the representative said that all paperwork from XXXX XXXX was still in the process of being transferred and the new amount would be posted on XX/XX/XXXX. She also said XXXX XXXX would suspend the withdrawal from my account that month and XXXX would send updated information. She stated there would be no penalty for not withdrawing the amount due that month since they were still in the process of completing their investigation. -XX/XX/2018 : XXXX XXXX processed the Income Based Repayment paperwork that I had submitted and been approved for back on XX/XX/2018. They sent me an email stating We recalculated your monthly payment for your Income-Based Repayment ( IBR ) plan. We used your income documentation and family size to determine your monthly payment of {$390.00} which is first due on XX/XX/2018. Your new monthly payment amount is effective for all payments due between XX/XX/2018 and XX/XX/XXXX. You are still responsible for any payments due before XX/XX/XXXX. -XX/XX/XXXX stated my account is past due for a payment amount of {$1500.00}, even though the repayment amount should be {$390.00} per documentation that I submitted in XX/XX/2018 and in XX/XX/2018 they were still in the process of investigating the error in their processing the application.
Company Response:
State: CA
Zip: 94602
Submitted Via: Web
Date Sent: 2018-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX though American Education Services loan has a billing disgrepancy and an error reporting. According to the loan statement dated XX/XX/2018. Loan for original balance XXXX total principal satisfied XXXX showing this information on the monthly statement. When principal is satisfied the loan is paid and no further interest should incur. They are still asking for payments of $ XXXXfor a total XXXX at the time. Still making payments but this should be a paid off loan if the principal has been satisfied I feel like they are trying to get more money out of me. Please have my account looked over for accuracy. I called but was not given a reasonable explanation as to the billing presentation on the monthly statement.
Company Response:
State: PA
Zip: 178XX
Submitted Via: Web
Date Sent: 2018-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am submitting a complaint to the Consumer Financial Protection Bureau ( CFPB ) for resolution of my current status in the XXXX XXXX XXXX XXXX XXXX ( XXXX ). In XXXX, XXXX, I filed a complaint with CFPB which resulted in a partial but inadequate update to the number of Qualifying Payments towards XXXX by XXXX XXXX ( XXXX ). XXXX continues to demonstrate a lack of ability to provide accurate data and has made no effort to rectify the situation or to act in good faith. Eligibility for XXXX is very straightforward, and has 3 components : XXXX. Correct type of loan and qualifying repayment status ; 2. Employment with eligible employer demonstrating XXXX XXXX ; and 3. 120 Qualifying Payments : on-time monthly payment satisfying monthly payment amount while employed full time at a qualifying employer starting XX/XX/XXXX. XXXX has determined that I am compliant with 2 of the 3 XXXX components : 1. Correct type of loan and repayment status : All correspondence from XXXX has stated that my loan is both the correct type and has been in the same repayment status ( IBR ) since XXXX. 2. Employment with eligible employer : XXXX has verified that my employment with XXXX qualifies as eligible. I have been in continual employment with XXXX since XXXX, XXXX. 3. 120 Qualifying Payments : This is the point where XXXX is either using erroneous data or is deliberately obfuscating the data. When I initially requested eligibility analysis for their program, XXXX took 9 months to determine that I had 8 Qualifying Payments. Two months later, after I filed a complaint with CFPB, XXXX amended their analysis that I had made 8 payments, setting forth that I had made 98 Qualifying Payments, which is closer to accurate but remains erroneous. The following list summarizes XXXX incorrect calculations of Qualifying Payments in three correspondences showing : Date of Letter from XXXX ; Qualifying Payments ( as set forth by XXXX ) ; Estimated Eligibility Date ( as set forth by XXXX ) : XX/XX/XXXX ; 8 ; XX/XX/XXXX : XX/XX/XXXX ; 98 ; XXXX/XXXX/XXXX : XX/XX/XXXX ; 104 ; XX/XX/XXXX XXXX has consistently underestimated the number of payments I have made, changing their calculation only after I challenged their findings via CFPB complaint. XXXX has been unable or unwilling to disclose the source of their data. Additionally, the analysis XXXX provides in their correspondence of XX/XX/XXXX shows deliberately confusing data that misrepresents my employment with XXXX as 4 overlapping periods. Furthermore, XXXX has clearly ignored the clear data from US Department of Education showing I have been making monthly payments during the entire period of eligibility, from XX/XX/XXXX through present. My record from XXXX Department of Education, exported from MyStudentLoans.gov for myself, XXXX XXXX, shows active, regular payment status since XXXX. Data clearly shows deferral for a total of 5 months since XX/XX/XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. These 5 months are subtracted from the calculation of my payment history, corroborated by the attached MyStudentLoans.gov data export. As of XX/XX/XXXX ( date of last application with qualifying employer verification ), I have made 124 Qualifying Payments. Start XXXX Program ; XX/XX/XXXX ; Current Date of Verified Continual XXXX Employment through XX/XX/XXXX : Number of Months Total Months Deferred ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX ) ; 5 ; Total Qualifying Payments Made to Date ; 124. Additionally, I am in continuing employment with the qualified employer, XXXX, and continue to make qualified monthly payments to date, bringing my number of Qualified Payments to 126 as of the date of this letter. In XX/XX/XXXX, I submitted an additional request for PSLF to XXXX to give them the opportunity to rectify their error, with no change in results. In conclusion, I request that CFPB investigate the deliberate use of incorrect and deliberately confusing data by XXXX. Based on the correspondence and data presented, XXXX is showing deliberate maleficence or neglect in its administration of the XXXX program. Authoritative data exported from the US Department of Education for my loans show that I have exceeded the number of Qualified Payments, I qualify for immediate forgiveness under the XXXX program. Additionally, I expect refund of the payments ( which were, in fact, overpayments ) made since XXXX, XXXX, the month where I made my 120th Qualified Payment. This is clearly stated in the XXXX Application for Forgiveness, Form OMB No. 1845-0110, page 1, number 5. I thank you for your time and attention to this matter.
Company Response:
State: NC
Zip: 288XX
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-04
Issue: Problem with customer service
Subissue:
Consumer Complaint: I applied for a IDR with XXXX XXXX over 3 months ago and on XX/XX/XXXX XXXX XXXX sent me a message saying that my score dropped 98 points due to late payments with them. I immediately contacted XXXX and they said that I didn't answer question 12 correct. I said that I had taxable income and I don't because I have not worked for 2 years. I thought child support counted as taxable income, but they never notified me that it was wrong. I am now in a 30 day forberence and I have refilled out the paperwork and sent it out yesterday. I am trying to move and need a XXXX credit score to do this. Help me please! XXXX had me on paperless billing and I only asked for actual paperwork in the mail. I am a visual person and I need to read things. I never received anything about this incorrect paperwork.
Company Response:
State: IA
Zip: 50265
Submitted Via: Web
Date Sent: 2018-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-04
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I started XXXX College of XXXX in XX/XX/XXXX and XXXX XX/XX/XXXX For an XXXX XXXX I'm repaying over {$50000.00}. I believe I was charged way to much for this type of degree. I can't afford the IBR, they are asking for and i have been locked in under XXXX XXXX for 25 plus years
Company Response:
State: KY
Zip: 41018
Submitted Via: Web
Date Sent: 2018-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My Unsubsidized and Subsidized loans originated in XXXX of XXXX ( a consolidation of my XXXX studies at XXXX College in MA and the XXXX XXXX XXXX in XXXX XXXX ). Since then I have been paying them back without default or forbearance. In XXXX of XXXX, I began working for the XXXX XXXX XXXX as a XXXX XXXX employee. Within that year, I called XXXX inquiring about the public service loan forgiveness process having heard about it on the news. I was told that I did not qualify. Fast forward about eight years I again called XXXX to inquire, this time having heard about the program from my XXXX ( XXXX XXXX ). During this second inquiry, I was told that my public service did qualify but my service and payments for the past eight plus years didn't count since I wasn't on an Income-Driven Repayment Plan. When I asked for monthly payment quotes for the income-driven repayment plan, thinking I would still try to take advantage of it given I have about 25 years more of work and over 20K in student loan debt, the quote they gave me was astronomically high. They then offered me a graduated plan which is unrelated to PSLF ; I am on this graduated plan now as it seems to be my only choice. I believe I was intentionally lied to in XXXX ( and possibly two years ago when I called a second time ). If XXXX had given me the correct information in XXXX, my loan would have been forgiven in XXXX of this year. I have over {$20000.00} left on my loan and without it being forgiven I will be paying it back until XXXX. What happened to me was not right and I'm sure I'm not the only person this happened to. I appreciated you taking the time to hear my story and I look forward to your response. Take care.
Company Response:
State: MA
Zip: 01845
Submitted Via: Web
Date Sent: 2018-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A