Date Received: 2018-08-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Primary Issue : XXXX XXXX ( PHEAA ) is the loan servicer of my XXXX XXXX XXXX Federal Direct Loan consolidation as well as my Federal Special Direct Consolidation Loan. In XX/XX/XXXX, I updated my direct debit to begin to pay an extra {$270.00} per month to one of my XXXX XXXX XXXX Federal Direct Loan consolidation. XXXX XXXX has twice changed my direct debit information without my consent to allocate some of that extra payment to my Special Direct Consolidation Loan and I have had to manually change it back. Secondary Issue : I have a standing letter to allocate any extra payments made to my XXXX XXXX XXXX Federal Direct Loan consolidation to one specific loan sequence within that consolidation. This standing letter is required as XXXX XXXX electronic system can not accommodate my desired payment allocation. Background : I am a participant of the XXXX Special Direct Loan Consolidation Program whereby I had XXXX XXXX XXXX Federal Direct Loans consolidated with the Department of Education under one program and commercially-held Federal Family Education Loan ( FFEL ) consolidated under another program. The program consolidated my commercially-held FFEL loans as a Special Direct Consolidation Loan and moved the new loan as well as my existing XXXX XXXX XXXX Federal Direct Loan Consolidation to one servicer so that I can make one payment per month to one servicer without having to re-consolidate the loans together. My XXXX XXXX XXXX Federal Direct Loans are consolidated with a disbursement date of XX/XX/XXXX. The consolidation consists of two parts : 1. Direct Loan Subsidized Consolidation ( DLSCNS Sequence 1 ) 2. Direct Loan Unsubsidized Consolidation ( DLUCNS Sequence 2 ) My Special Direct Consolidation Loan has a disbursement date of XX/XX/XXXX and also consists of two parts : 3. Direct Loan Special Consolidation Subsidized Loan ( DLSCSC ; Sequence 3 ) 4. Direct Loan Special Consolidation Unsubsidized Loan ( DLSCUC ; Sequence 4 ) PAID IN FULL XXXX XXXX AKA the Pennsylvania Higher Education Assistance Agency ( PHEAA ) is the servicer of my consolidation loans under the program. Timeline : In speaking with XXXX XXXX customer service via telephone in XXXX of XXXX, I expressed a desire to submit extra payment only to DLUCNS Sequence 2 of my loan consolidation as I noted that while I could change my direct debit to apply an extra payment to either of my consolidated loans, I can not apply them to specific loan sequences within the consolidations. The representative told me that their system could not accommodate such a request as they can not differentiate between DLSCNS Sequence 1 and DLUCNS Sequence 2 under the same consolidation when applying an extra payment. They did advise me that I could submit a letter with standing instructions to allocate the payments as desired and the payment would be reallocated after the fact. On XX/XX/XXXX, I submitted a letter [ Attachment 1 ] with standing instructions which indicate that any additional payments made toward my XXXX XXXX XXXX Federal Direct Loans be first applied to DLUCNS Sequence 2 until that loan is paid in full. On XX/XX/XXXX, XXXX XXXX replied with a letter [ Attachment 2 ] approving my standing instructions. Later in XXXX of XXXX, I changed my direct debit information to pay an additional {$270.00} to my XXXX XXXX XXXX Federal Direct Loans. XXXX XXXX replied with a letter on XX/XX/XXXX acknowledging the changes [ Attachment 3 ]. My direct debit payment dated XX/XX/XXXX included the extra payment. The extra payment was subsequently reallocated per my standing instructions. In XX/XX/XXXX, I logged into my account to review my direct debit information. I noticed that a portion of my standing extra payment was now allocated to my Special Direct Consolidation Loan. I did not make this change nor was I notified of the change. XXXX XXXX made this change without my consent. I changed my direct debit information to allocate my extra payment as originally indicated. On XX/XX/XXXX, XXXX XXXX replied with a letter acknowledging the changed [ Attachment 4 ]. On XX/XX/XXXX, I again logged into my account to review my direct debit information and I again noticed that a portion of my standing extra payment was now allocated to my Special Direct Consolidation Loan. I did not make this change nor was I notified of the change. XXXX XXXX made this change without my consent [ Attachment 5 ]. I changed my direct debit information to allocate my extra payment as originally indicated and I called XXXX XXXX. The representative with whom I spoke could not explain why XXXX XXXX was changing the allocation of my specified extra payments. He simply stated that, Sometimes the computer systems dont work the way they are supposed to. We have recently upgraded a lot of our systems and there may be some glitches. He could not tell me whether this issue would happen again or if I would have to review and manually change my standing direct debit every month to ensure that the payment is allocated toward the desired loan consolidation.
Company Response:
State: VA
Zip: 22203
Submitted Via: Web
Date Sent: 2018-08-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was affected by Hurricane Harvey, XXXX XXXX did a 12 month forbearance on XX/XX/2017 and now they reported late payments to my credit report lowering my credit score 100 points. I never received a delinquency notice or email or phone call about late payments. They don't want to remove negative credit reporting and i need a loan to fix my home. I lost everything and this is the last thing I need! I need to rebuilt my life. Thank you
Company Response:
State: TX
Zip: 776XX
Submitted Via: Web
Date Sent: 2018-08-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2018 I wrote to XXXX XXXX to ask how to ensure that if I were to make additional payments to my accounts that they would be applied to my principal balance and not to my upcoming payments. They responded they traditionally do apply additional payments to upcoming payments and put students in a " paid ahead '' status. I responded that I wanted to opt-out of paid ahead status and to have my additional payments be directly applied to my principal balance. Then I asked how I could ensure my payments were being applied directly to my principal balance and not towards future payments. On XX/XX/2018 I was told my account was beginning the process of being removed from paid ahead status and to allow 10 business days for the request to be completed. On XX/XX/2018, after paying more than {$2000.00} towards my account beyond my minimum payment I checked my account and found that I was in " paid ahead '' status. I once again emailed XXXX XXXX and told them the issue and that I not only wanted to be removed from paid ahead status but that I never received an answer as to how to ensure that I would be removed from paid ahead status. I also asked if there were any penalties for paying off my student loans early. In response on XX/XX/2018 I received an email stating that XXXX XXXX was unable to verify my account based on the information provided. I have attached the email chain for reference. Currently, I do not see any indication from XXXX XXXX that I was removed from paid ahead status or that the amount that should have been directly applied to my principal but was instead applied to future payments, has been properly allocated to my principal balance. I also have not received any answer to if there are penalties for paying off student loans early. I emailed them back that day letting them know of the discrepancies and that I would be filing a formal complaint.
Company Response:
State: MO
Zip: 65807
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Getting a loan
Subissue: Confusing or misleading advertising
Consumer Complaint: Re : XXXX XXXX Student Loan Provider : XXXX XXXX Account # : XXXX On XX/XX/2018 I contacted XXXX XXXX XXXX XXXX at XXXX regarding a Loan Forgiveness Program to inquiry if I meet the qualification for the program and was told that I did. I was told that {$49000.00} of my {$59000.00} student loan would be forgiven and I would only be responsible for repaying {$10000.00}. I was told that I would make 6 payments of {$190.00} and that my payments would decrease to {$40.00} thereafter to satisfy the balance of the {$10000.00}. I was emailed a copy of the Fee and Service Schedule to sign and my first payment was taken. From that point on I begin working with XXXX XXXX with XXXX XXXX XXXX at XXXX ( Toll Free XXXX ) who informed me that my Loans had to be consolidated through one of the approved Department of Education programs before it could be forgiven. Although I was skeptical I proceeded with the process because I was told this was standard procedure. I was told that the process would take 3-6 weeks. After my loans were paid off through XXXX, I was told that my new loan servicer was XXXX and notice that the total balance of {$59000.00} instead of the {$10000.00} ( I was told I would owe once transferred ). I immediately called XXXX XXXX and was told that in order for my loan to be forgiven I would have to pay 240 payments ( which is 20 years ) before my loan would be forgiven. As I expressed to Mr. XXXX, I feel that I was mislead and that details of the program were withheld to get me to change loan servicers. I would have NEVER consolidated my loan to wait 20 years for them to be forgiven. The total amount of my loans {$59000.00} have been placed on my credit. The Fee and Service Agreement I signed only has me repaying $ XXXX- which further supports the deceptive tactics used to get me to change lenders. This program does NOT benefit me and am asking that an investigation be open on XXXX XXXX XXXX XXXX and XXXX for fraud and false advertising.
Company Response:
State: FL
Zip: 33610
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: These 7 accounts ( attached ) were first opened in the XXXX 's. I have been enrolled in several different payment plans and I have never once been late. ex : After I would complete a 12 month plan then I would receive information from so many different collection agencies instructing me that my account had been transferred and that I would be notified by mail whom the next collection agency would be. I always kept up my end of the bargain. Keep in mind I was always asking for deferment, constantly explaining my hardships. However, I completed every payment plan they set me up on and I believe it was a total of 3 - 5 maybe. I have been on a income based repayment plan for several years ( attached ) and I don't think its fair to continue to report this to the credit bureaus. I can not rent an apartment or even think about getting a job because this bad report keeps showing up on my credit. Furthermore ; these loans are from me attending several schools ; XXXX, XXXX, XXXX College, XXXX XXXX College and XXXX College.
Company Response:
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I contacted XXXX XXXX XXXX in XX/XX/XXXX after I received a notification that I had only made XXXX qualifying payments toward my Public Service Loan Forgiveness program. I called them to ask about the number, since it should be much higher, closer to 90 payments at that time. I refinanced my loans to enter the program in XX/XX/XXXX, and have been with qualifying employers the entire time, paying under repayment programs that qualify as well. I asked them to review the number of payments. I called again in XX/XX/XXXX when I didn't receive any response to my first inquiry. I was told that it wasn't properly submitted, and that they would ensure it was submitted for review now. I called again in XX/XX/XXXX and again in XX/XX/XXXX, asking for updated. I was told it was still under review. I called yesterday ( XX/XX/XXXX ) and was again told that it is still under review. I asked about timeframes for these reviews, since my forgiveness will be coming up in XX/XX/XXXX. The person stated that their policy is to finish these reviews in 90 days, but due to so many requests, they are prioritizing them by those who are coming into forgiveness first. I asked when my date comes up, am I required to still make payments if they haven't completed the review. She stated yes. I asked how is that possible when I made requests over a year ago now. This company needs to get its act together.
Company Response:
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have had repeated problems with XXXX XXXX giving inconsistent information in the five years I have been working with them on repaying my substantial student debt. To start, I am a XXXX and have been diligent in making payments since finishing my training. The latest example of trouble came this summer when, in XXXX, I was sent a note askng for me to recertify my income that had the following phrasing : " If we do not receive your completed application and all supporting documentation within 10 days of XX/XX/2018, your monthly payment is estimated to be XXXX, first due on XX/XX/2018. '' I completed these requirements at my first convenience, thinking XX/XX/2018 marked a deadline, not a target. I received a note in XXXX stating that my application was denied because I had applied too soon. I mentioned that I only did what I thought I was being asked, but I was told not to recertify until the fall. Come XXXX, I see that my month payment jumped up to the XXXX level mentioned in the XXXX note, suggesting that my income driven repayment plan must have lapsed. I called back in early XXXX to better understand what happened, and I was told there was a mixup in dates, that the paperwork I sent in XXXX would be used to recertify my income and recalculate my monthly payment, and that I did not have to worry about the XXXX payment because they could not review and recalculate in time for an XX/XX/2018 payment. I see today ( XX/XX/2018 ) that my account is listed as delinquent. I call back, and a condescending agent suggested it was my fault all along because I sent my paperwork shortly after they requested it, and not specifically around the time of XX/XX/2018. I explained how no reasonable reader of that original letter would suspect they had to time the arrival of the paperwork for the deadline, and that I was essentially being punished for sending in paperwork shortly after asked. Fundamentally, I am trying to do the right thing by keeping up with payments and the requisite paperwork. The operational inconsistency from the agents not only undermines confidence but leads to unfair labeling of my account that can have negative credit ramifications and delays in payments while interest continues to accrue. I check my balance at least weekly and keep up on this ; I can only imagine what happens to those without the time or curiosity to keep XXXX XXXX honest.
Company Response:
State: IL
Zip: 60062
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I filed a complaint on XX/XX/2018 ( complaint number XXXX ). The number of qualifying payments were counted and the case was closed. Per review of my complaint, there should be 83 qualifying payments on loans 3 and 4 and 36 qualifying payments on loans 1 and 2. I just received a " follow up '' call from XXXX at XXXX XXXX employee ID number XXXX Today stating my case has been reviewed and they determined that the " system reflects the correct number of payments and no changes are being made ''. I asked her to clarify because XXXX id XXXX from XXXX XXXX and this complaint already said the number of qualifying payments should be 83 qualifying payments on loans 3 and 4 and 36 qualifying payments on loans 1 and 2. XXXX states that on XX/XX/2018, the case was reopened and that the number of qualifying payments on loan 1 and 2 were 36, loan sequence 3 has 49 qualifying payments and Loan sequence 4 has 82 qualifying payments. I am refilling this complaint since XXXX XXXX reopened the case and they disagree with the information the prior complaint response states. They are unable to tell me when they will be able to recount payments or give me an update.
Company Response:
State: PA
Zip: 16066
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have a loan with XXXX. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and XXXX with no successful resolution. XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XXXX and XX/XX/2016.
Company Response:
State: MI
Zip: 48188
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Getting a loan
Subissue: Confusing or misleading advertising
Consumer Complaint: XX/XX/XXXX I attended XXXX XXXX School ( XXXX ) XXXX, PA for an 18 month degree in XXXX XXXX. Later becoming XXXX XXXX College. Graduating in XX/XX/XXXX and the school closed in XX/XX/XXXX leaving me with no records and debt that was way more than they agreed to. As well as many empty promises such as employment placement. In XX/XX/XXXX I took a SUBSIDIZED CONSOLIDATION LOAN with AES for {$7100.00} as well as a UNSUB CONSOLIDATION LOAN {$10000.00} a $ XXXX loan will cost me {$34000.00} when its all said and done, for a school that no longer exists. I was looking to get some sort of relief from these loans, 5 % seems a bit much for a student loan. I have a great credit score, and I find it unreasonable that my rates are so high. Any help would be appreciated.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A