Date Received: 2018-09-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This is a formal complaint against my federal student loan servicer, XXXX XXXX XXXX. I have made repeated attempts to try to get my manual review letter where they calculate and provide me with the number of qualifying payments I have made and the number of payments still required. The initial letter I received, dated XX/XX/XXXX, stated I would get this no sooner than 90 days from that date. It is now over a year later and I still havent received it. I called about this issue XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The last three people I talked with ( including one supervisor ) even sent emails to management but I still didnt get a word of response. I have documented everything, if you need details. My other big complaint is that I have to still be working when they make the final decision. I went back to school in my late XXXX to finish my education so that I could get a good job. I was hired with the state of California 10 years ago and I am now XXXX XXXX XXXX. I have completed my 120 months of qualifying service and I submitted my application for forgiveness on XX/XX/XXXX. Making still working a condition is discriminatory in itself, but especially so for older workers. XXXX XXXX XXXX can take as long as they like to finalize this processthere is no cap. But I dont have that kind of time. I need this to happen before XX/XX/XXXX or I have to forfeit. The letter I received from XXXX XXXX XXXX, after I submitted my application, stated the process of confirming my eligibility and qualifying payments may take approximately 30-90 days. I need it done in 36 days from today. I have done everything theyve asked and have never been late on a payment. It has been verified that the loans qualify. My job is certainly qualifyingIve worked for the State of California for the 120 months with no break in service. I hope you can help me and I thank you for trying.
Company Response:
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2018-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Prior CFPB Case # XXXX Due to AES paying off my sons student loan and cancelling his ACH in error his account went delinquent. This was corrected with all 3 bureaus in XX/XX/2017 but I just received a notice that XXXX and XXXX are still showing that the XX/XX/2017 was 60 days delinquent. This company is horrible-My next step is to hire an attorney to verify that this company has the correct chain of title. I will want to see the original notes-assignments from each sale and note endorsements to prove that they are the legitimate owner!!!!!!!!!!!!!! I truly believe that they will not be able to locate what is needed to prove that they own these accounts. This has been a total mess for over a year and now I want compensated for wasting all of my time with this incompetent company!!!
Company Response:
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2018-09-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-23
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: From XXXX XXXX XXXX : Loan amount : {$28000.00} The lender, XXXX XXXX XXXX XXXX XXXX, the companies couldnt prove was owed. There were false and misleading documents. The trusts purchased and securitized my loan, and then sold notes secured by the loan to investors. The trusts have no employees but instead use service providers to interact with consumers about their loans. XXXX XXXX XXXX XXXX XXXX is engaging in unfair, deceptive, or abusive acts or practices or that otherwise violate federal consumer financial laws. XXXX XXXX XXXX XXXX Trusts are fraudulent, lying, and manipulative that use unfair collection tactics and will forge/falsify documents at will to suite their own needs. I am please asking that this loan be discharge based on falsifying this loan contract and transferring the information with out my consent and forged my personal information for payments to suit their own needs. I am please asking for someone to contact me about this matter asap. Thank you.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I completed 120 payments to fulfill my Public Service Loan Forgiveness Program this year. I received a letter on XX/XX/XXXX from XXXX XXXX that was consistent with previous letters and indicated that I had 2 remaining payments and that I would complete my 120th payment in XXXX. I then received another letter on XX/XX/XXXX, now indicating that I had 4 payments remaining and that my final payment would be in XXXX. I immediately called to dispute this as I noticed I was now being credited two payments less from XX/XX/XXXX through XX/XX/XXXX. Although I disagreed, I figured it was easier to pay two more payments than to have to go to my bank and pay to request the old statements. I did call however ask for a review. Then on XX/XX/XXXX, I received a letter indicating that I still owed 4 payments and now their was 1 more payment from XX/XX/XXXX to XX/XX/XXXX, but one less from XX/XX/XXXX to XX/XX/XXXX than the previous letter. I called again questioning further discrepancies and wanted an explanation. After a lot of rudeness and talking over me, a representative indicated that two of the payments weren't credited. Although I disagreed, I figured it was easier to pay two more payments than to have to go to my bank and pay to request the old statements. I asked for another review. After speaking with this rude rep, my problem got worse. I received a letter on XXXX now indicating that I owed an additional 34 payments and that I would not be done until XX/XX/XXXX. I went from 2 to 34 payments remaining in 2 months. I submitted my request for loan forgiveness and requested forbearance to give them time to review and correct so that I wouldn't have to keep paying in XXXX. I was denied quickly on XX/XX/XXXX. I was frustrated and upset and I spoke with XXXX on XX/XX/XXXX. She indicated that she was requesting a manual review and that it would take 60 days. She said I should follow up in XXXX. After not hearing anything I contacted XXXX on XXXX. He said he saw that problem was that my account was placed in Pre Pay Status. He said he entered a request to remove it would expedite a request to have a manual review. Again, this would take 30-60 days. After not hearing any news and receiving notice that my forbearance was over and payments would continue, I contacted XXXX on XX/XX/XXXX to follow up on the status. He said he would again request a manual review and that the Department of Treasury has to review the payments. He would not provide me a timeframe. Please assist me as my account has been severely mismanaged and I have not received good customer service and follow through from the loan servicing company.
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2018-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been in the PSLF program for some time. I have made all payments as required, always certified employment on time and correctly, followed the servicers advice, and been in a qualifying IDR plan since entering the PSLF program. However, the servicer claims I have made different numbers of qualifying payments on my various loans, and their customer service representatives have been unable to explain why the numbers of payments are not the same on all loans. Furthermore, I submitted employment certification inXX/XX/2017, nearly a year ago, and the numbers of PSLF qualifying payments showing on my monthly bills have yet to be updated. Customer service can only say that they are still processing it. Finally, I was placed into an administrative forbearance when I entered the PSLF program because, according to the PSLF servicer, my previous servicer had given them incomplete or incorrect information about my loans and that was the only way to resolve the issue. I made payments during this forbearance, but the PLSF servicer still capitalized to principal all interest that had accrued during my forbearance. They refused to reverse this action although I protested that it was unfair.
Company Response:
State: MI
Zip: 48188
Submitted Via: Web
Date Sent: 2018-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX, I filed a prior complaint with the CFPB, number XXXX, regarding PHEAA 's incorrect determination of my qualifying payments for PSLF during my employment as a law clerk with the United States District Court for the XXXX XXXX of Pennsylvania ( XX/XX/XXXX, through XX/XX/XXXX ) and the United States Court of Appeals for the XXXXXXXX XXXX ( XX/XX/XXXX, through XX/XX/XXXX ). Following that complaint, PHEAA provided the attached list of its determination of my qualifying payments during these employment periods. Among other issues, PHEAA concluded that a number of payments for loan sequences 5 and 6 -- from XX/XX/XXXX, through XX/XX/XXXX -- were made under an " Ineligible Term. '' On XX/XX/XXXX, I called PHEAA and spoke with XXXX, a supervisor ( Employee ID XXXX ). I explained that I have documentation during this period that designates these payments as made under a " standard '' plan and asked why PHEAA determined they were made on an " Ineligible Term. '' XXXX told me that, because this is a consolidated loan, these payments were probably made on a " consolidated standard '' repayment plan, which is not a qualifying standard repayment plan. I asked XXXX to send all of the documents that PHEAA used to make this determination, and she said that PHEAA would do so within 24-48 hours. On XX/XX/XXXX, PHEAA sent me a message and letter, which are attached here. These documents have nothing to do with my request and do not shed any light on how PHEAA determined that these payments were made under an " Ineligible Term. '' I have not received any other information from PHEAA regarding this issue. Please note that this is one of three complaints I am submitting today regarding my experience with PHEAA. Thank you.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2018-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX XXXX has not reported on my XXXX since XX/XX/18 as paid or current as by my report XXXX File # XXXX XX/XX/2018 I have paid as agreed and have all of my money orders as proof as paid.
Company Response:
State: PA
Zip: 19013
Submitted Via: Web
Date Sent: 2018-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-21
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: XXXX XXXX lack of cooperation to solve issue when requesting a decrease of capitalized interest added to my account. Misguiding customers by no providing all information. Per information provided by XXXX XXXX XXXX accrued interest for bankruptcy and after bankruptcy because a payment plan changed to be able to afford payments. Lack of respect for customer. Never the person responding e-mails identified themselves. Overall I have been discriminated by representatives of this company. Dealing with them since XX/XX/2018.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2018-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loans are serviced through XXXX XXXX. I have been in the IBR/IDR program for years and have kept my account current. AES contacted me as they do every year and stated I had to renew my IBR program. I sent in the form and paystubs over a month ago. I feel that they are intentionally delaying my right to reduce my payments under this law of this program. I have sent my paperwork in several times and they keep denying it due to additional documentation needed. I've sent my paystubs 3 times in the last six weeks to get this resolved. I've sent in several emails including this one today to AES which states the following : I have been trying to get my IBR/IDR case processed through you company for over a month. The last letter I received says you denied it because you don't have all the documentation. I have sent over my paystubs which displays I can not afford a $ XXXX monthly payment and I have a XXXX dependent in my household. I take care of me and my daughter. I am a single mom. I feel like you are intentionally delaying this process and therefore, I am going to put in a complaint with the government regarding your company. You are not allowing me to exercise my right to reduce my student loan payments due to income. Once again today, I have sent over my IDR form and my paystubs. There is no other documentation to provide you. I am not married. I have been in this program for years and it is very ironic that you are delaying my right to reduce my payments all of sudden. I would like a supervisor to contact me to get this resolved or I will be moving my loans over to another company.
Company Response:
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2018-09-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-21
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: On XX/XX/2018 I received a letter from XXXX stating that I need to recertify for XXXX XXXX XXXX XXXX ( XXXX ) by XX/XX/2018 or else my monthly payment would increase from {$970.00} to the standard payment amount of {$2300.00}. Then on XX/XX/2018, I received a bill for the increased amount of {$2300.00} ( well before the clearly stated date of increase ). I immediately recertified for XXXX and contacted XXXX about this issue stating that I believed I should have been billed my previous monthly amount of {$970.00} until XXXX. The rep agreed and told me to make a payment of {$970.00} ( which I did ) and told me the account would be reviewed and this should be resolved within 10 business days. XXXX would cover the difference between what I should have been billed and what I was billed : {$1400.00}. I received no word from XXXX until XX/XX/2018 when I received a new bill still showing the past due amount of {$1400.00}. My husband called XXXX and talked to XXXX ( rep # XXXX ). He was very friendly and again reassured that he would file a review hoping to clear the mistaken charge of {$1400.00} and ensure that our payment of {$970.00} in XXXX would be a qualifying payment towards XXXX XXXX XXXX XXXX. Having still received no resolution from XXXX a month after initially calling them to resolve the issue, my husband called XXXX for a third time and spoke with XXXX XXXX ( rep # XXXX ) who told him my account was overdue and had the potential for negative credit reporting. She said there was still no resolution from the account review. This is unacceptable service. I have no choice in student loan servicer and must be able to trust XXXX when they tell me what my payments will be. Now I am at risk for negative credit reporting due to a mistake on XXXX 's part ( which they repeatedly admit was their mistake ) and they are unable or unwilling to resolve this issue in a timely manner.
Company Response:
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2018-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A