Date Received: 2018-07-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am filing complaints against my loan servicer XXXX regarding the following issues : There is lack of clarity on the qualifications of public loan forgiveness. I signed up for public loan forgiveness, which was completed by my employer, XX/XX/XXXX. However, I didnt get a response from my servicer, XXXX, as my loan consolidation did not get approved until XX/XX/XXXX. When I received the approval letter from XXXX in XX/XX/XXXX, the letter stated that I had zero qualifying PLF payments. As a result, I interpreted this as a rejection letter because I had been working there since XXXX and made timely payments. In hindsight I realized that the starting period for PLF actually started XX/XX/XXXX because that is when my loan consolidation was approved. Moreover, I didnt know that the PLF certification form was to be submitted to verify qualifying payments retrospectively. Because of this fear that I wasnt on public loan forgiveness, I started to pay more per month than the designated IBR amount. Having doubts, in XX/XX/XXXX, I called XXXX to verify my public loan forgiveness, and they stated that I actually qualify for it. Because of this, I had requested the previous additional monthly loan payments to be re-issued back to me, so that my previous payments would qualify for public loan forgiveness. During this time, I had requested that the previous loan payments, now with IBR amount to be considered as qualifying PLF payments. I again contacted XXXX in XX/XX/XXXX requesting that the previous payments, now with the designated IBR amount, to be considered for public loan forgiveness qualifications, but it has been almost three years and I have not heard anything from them. I have routinely called them quarterly and I continue to get a response stating it is still being evaluated. There are two issues I would like to resolve : 1. I am inquiring if my previous payments from XX/XX/XXXX to XX/XX/XXXX to be qualified for public loan forgiveness payments. 2. I am requesting a timely response to the above issues as I have been waiting for almost three years now for a solution. Please help me expedite and clarify my above situation.
Company Response:
State: CA
Zip: 95209
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX account doesn't match other credit reports. Asked for investigation and it has taken longer than 30 days to provide original documents proving debt or anything owed.
Company Response:
State: FL
Zip: 33407
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am repaying student loans through XXXX XXXX XXXX and applied for the Public Service Loan Forgiveness Program on XX/XX/XXXX after reaching the required 120 payments. I faithfully submitted the Employment Certification forms regularly to document my employment and have worked at the same nonprofit organization during this time. The application was submitted by XXXX XXXXXXXX XXXX to FSA ( Federal Student Aid ) at the Department of Education on XX/XX/XXXX. I have never received a notice from FSA that they received my application. I was told processing would take 90 days for review. And then told FSA has up to 6 months to respond. As of today, XX/XX/XXXX, my application was sent to FSA over 6 months ago and I still do not have an answer from FSA. I have contacted XXXX XXXX XXXX numerous times, however, no one will confirm that they have called FSA to check on status. When I asked for a number to FSA, I was given a number and when I called in XX/XX/XXXX, I was told that they do not speak with us and redirected me to XXXX XXXX XXXX. No one at XXXX XXXX XXXX will call FSA on my behalf for an update or to have FSA acknowledge that they received the application. I called on XX/XX/XXXX and requested that XXXX XXXX acknowledge that XXXX XXXX XXXX sent the application and that FSA received the application. I received an email on XX/XX/XXXX only noting that : " On XX/XX/XXXX, your application for the Public Service Loan Forgiveness has been forwarded to Federal Student Aid for final review. Once the review is completed, you will receive notification with the results. '' I again requested acknowledgment by FSA that the application was received but did not receive a response. I have received several letters from XXXX XXXX XXXX that I have reached my 120 payment requirement for the Public Loan Forgiveness Program. I am quite distraught over misinformation and lack of transparency. I have made career decisions based on the information from XXXX XXXX XXXX that I have reached the qualifying 120 payments, that the review time is up to 6 months and anticipated a decision by now.
Company Response:
State: PA
Zip: 19103
Submitted Via: Web
Date Sent: 2018-07-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I attended the University XXXX XXXX from XXXX, and my largest student loan was from the Federal Government, disbursed from XXXX. This loan was a combination of Direct Stafford Loans, subsidized and unsubsidized. I began making FULL payments on this loan in XXXX. At that time, I was also working in public service, full time, for a police department. I was not aware of the " Income Based Repayment '' plan at that time, and I continued to make FULL payments on this loan until XXXX. In XXXX, I leaned of the IBR plan, applied for IBR, and my monthly payment reduced significantly. I am still on the IBR plan to this date, XX/XX/XXXX. I have been employed in XXXX XXXX as a XXXX XXXX XXXX and XXXX XXXX, full time without interruption, since XXXX of XXXX. At some point, the Federal Government transferred my loan balance, or reconfigured their website to the current, " XXXX XXXX. '' It was not always called that, and I do not recall what it was called when I started repayment in XXXX. I submitted my Employment Certification Forms for PSLF in XXXX, in order to see how many qualifying payments I had made. XXXX responded with a letter showing that I had only made 40 qualifying payments, and that my estimated forgiveness eligibility date would be XX/XX/XXXX. After doing the math, this means that XXXX was suggesting I started making qualifying payments in XX/XX/XXXX which is NOT accurate. I believe I should be eligible for PSLF in XXXX, not XXXX. This would result in a huge difference in dollar amount that I would pay over the life of the loan. I double-checked the requirements for PSLF eligibility, and confirmed that my past employers and hours worked per week were well within the definition for PSLF. I even submitted detailed documentation to XXXX from past employers showing duration of dates worked and hours per week dating back to XXXX. The only thing I could not provide documentation for was payment history back to XXXX. So what did I do? I have made multiple requests to XXXX XXXX over the last 3 years asking for a monthly payment history dating back to when I originally started making full payments on this loan in XXXX. Typically, XXXX will send me an email response indicating they will look into the request and get back to me. Then, I receive statements in the mail 1-2 weeks later, in which XXXX shows my payments made back to XXXX. They can't even provide me with history payments back to XXXX, let alone back to XXXX. In one instance, I spoke with someone on the phone who seemed very confused, but ultimately said they would send me something in the mail. What did I get? Statements dating back only as far as XXXX, again. Worst of all, XXXX has failed to give me an explanation for why they have a minimal payment history on file for me, or explain where my federal loan was serviced prior to XXXX. I understand that I should have done a better job tracking my payment history when I started making full payments. However, I have dumped a lot of money into this loan and I am concerned that more than half the years of my payment records are untraceable? In addition, this could help clarify my true eligibly for PSLF. Any assistance in this matter would be appreciated. Thank you.
Company Response:
State: MN
Zip: 557XX
Submitted Via: Web
Date Sent: 2018-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX : I submitted my employment certification form for qualification under the Public Service Loan Forgiveness program. At about that time, my federal loans were transferred to XXXX XXXX as they are the servicing company for all lenders in the PSLF program. XX/XX/XXXX : I learned that only eight payments and eleven payments were identified as qualified payments for the PSLF program for the two loans serviced by XXXX. Each loan, in reality, should have close to 100 qualifying payments toward the 120 minimum. XX/XX/XXXX : I called XXXX to discuss this issue. They told me that they would review the details of my repayment and to call back to learn more, about a month later. XX/XX/XXXX : I called XXXX again to inquire about the qualification of those payments. I was told that a large batch of lenders were transferred to XXXX and their system inaccurately counted the number of qualifying payments when they were transferred. To rectify this, individual assessments of hundreds, or likely, thousands of lenders was required to arrive at the correct number of qualifying payments. This representative concurred with me, that many of my payments were both made on time and under the correct repayment plans. Because of the individual assessments, it would be some time to get this rectified and that I should check in on a regular basis ; which I've done and continue to do. It was estimated that it would take another six to eight weeks. I was told that my case would be " elevated '' to a supervisor for more immediate resolution. XXXX - XX/XX/XXXX : I called XXXX again to inquire about the qualification of those payments. I was told that a backlog of these issues would push off the conclusion of my case for another eight to twelve weeks. I was told again that my case would be " elevated '' to a supervisor for more immediate resolution. XX/XX/XXXX : I called XXXX again to inquire about the qualification of these payments. I was told that the backlog continued and that it would likely be a total of six to eight months for my case to be resolved. I was told again that my case would be " elevated. '' It was at this point that I realized that I was being given the run around. I was connected with a supervisor who admitted that they don't know how long it will be until these issues are resolved and further that previous " elevations '' to a supervisor never took place and that no supervisor was working on my case. Ultimately, this has been a very frustrating process whereby XXXX continues to lead me on in the belief that there is some point in time that this will be solved. What's worse is they have mislead me to believe that some action was taking place on their part, when in fact, their own notes of my case do not show any " elevation '' of my case to a supervisor. Further, I don't even know if the payment program I'm in now is counting towards the PSLF qualifying payments since the number of qualifying payments is still at eight and eleven, despite eight months passing since I had my loans transferred.
Company Response:
State: PA
Zip: 15601
Submitted Via: Web
Date Sent: 2018-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX, XX/XX/XXXX and XXXX and XX/XX/XXXX. XXXX XXXX say my payments were 120 days late and this isnt true. I have been disputing this for over a year now even XXXXXXXX XXXX got involved and they wont budge. There was a natural disaster in XX/XX/XXXX. The rep then told me I would be on deferment until XXXX. He never notated and it caused problems. I didnt find out until XX/XX/XXXX and it made it look bad on my credit. XXXX I was attending XXXX XXXX online and withdrew in XXXX due to not having enough funds. I should have been on in in school deferment for those months yet the school forgot to report it. This is outrageous and I just want this to get cleared up with all credit beauraus. With XXXX it shows natural disaster and deferment. As of now Im on a XXXX repayment plan. Pleas help me fix this
Company Response:
State: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This my second complaint in addition to my initial complaint which was closed. I joined XXXX loan service forgiveness program and account was switched by XXXX to FedLoan my XXXX payment of {$500.00} was due to XXXX on XX/XX/XXXX. It was paid in full and on time. XXXX then switched over my accounts to XXXX two days later on XX/XX/XXXX as the servicer. Once i received the login info for fed-loan and logged on to pay my XXXX installment to the new provider, I then discovered that my accounts were delinquent and 30 days past due. I then contacted XXXX XX/XX/XXXX to find that my payment was not transferred over. I was told that will take up to 60 days to appear in my account. I have submitted various proof including bank documents to XXXX XXXX XXXX and have received ZERO response. It is now XX/XX/XXXX which is well over 60 days past the stated date. XXXX has yet to credit my account when i have provided AMPLE proof including my bank records that this payment was in fact made and no payments have been missed. This has caused my loans to further appear in delinquency as well as negatively affect my outstanding credit score. In order to avoid this I would be forced to make another payment immediately which would cause me financial hardship. I have called almost weekly since the beginning of XXXX to be told no one can help me, and then XX/XX/XXXX they said the billing department finally received my proof which I sent XX/XX/XXXX and it was sufficient. It is now over 10 business days since i have recieved this information and over 16 business days since i sent the proof after months and months of this ... .. and yet still my account is showing an owed balance of {$500.00}. I would like XXXX to apply my money to my account. It is strange to me that my payment process in 3 days however getting a credit has taken months? I feel that XXXX is trying to steal my money and as I said this is negatively affecting my credit score and my ability to purchase other items due to this. I do not think I should have to be punished as someone who pays their bills on time and works very hard to stay afloat.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I contact XXXX XXXX regarding my application for the XXXX XXXX XXXX XXXX program. Previously, they had provided me inconsistent information about the number of qualified payments I had made and I reached out to them seeking clarify and more information. On XX/XX/XXXX, I talked to operator XXXX who stated that there were 23 payments under review and that I would receive a response by XX/XX/XXXX. On XX/XX/XXXX I talked to operator XXXX who stated that I would need to wait another 30 days. They reported I had 671 eligible payments and that 13 were under review. On XX/XX/XXXX I talked to operator XXXX who said they had no updates and no information. On XX/XX/XXXX, I spoke with supervisor XXXX who stated they would send a direct email to the treasury department and hoped to have a response in two weeks. They said I should be receiving/hearing something in two weeks, and that she would follow up if there was no response. It is now XX/XX/XXXX and I have not received any response. I still do not have any information or clarity about the number of qualifying payments that I have made for the PSLF program.
Company Response:
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Someone needs to do something about American Education Services ( AES ). I do not understand their purpose other than this company is operating similar to a payday loan company. Even though I have verified that I am on XXXX, AES continues to increase the interest every month, and both loans of {$3300.00} each which total {$6600.00} has ballooned up to {$17000.00} ( see attached statement ). Why is the Department of Education allowing this thievery? When a student contacts the Department of Education it only hears " crickets. '' AES will not make adjustments to their loans for XXXX students as XXXX. They are sticking to their guns -- making money. From its actions, AES does not expect this student to ever pay off this loan because as the interest rate increases, this student is getting older ( at XXXX years old ) and income will continue to decrease. AES refuses to accommodate XXXX students other than a decrease in graduated payments. No decrease in interest rate, no adjustment in loan amount, no change in payment classification ( graduated payments ), etc. as XXXX. This student has limited income and even though AES has decreased the payments to {$50.00}, the interest continues to accumulate and the loan amount increases. At the rate AES is going, in 20 years the loan amount will be almost {$50000.00} for a {$6600.00} initial loan. This student 's original payments were {$74.00} two years ago and kept increasing up to {$89.00} until I made AES aware that I am on XXXX. In response to this awareness, AES only decreased the graduated payments to {$50.00} a month with continued increase in interest to assist the student. Where is the logic?
Company Response:
State: AL
Zip: 35124
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I consolidated my Perkins loans from the servicer the university chose to XXXX XXXX so that I may have the same servicer for all of my student loans in XX/XX/XXXX. With this I selected the RePAYE plan. All of my single direct loans already with XXXX were on the PAYE plan. Due to the rule for federal student loans requiring that all direct loans for a borrower be in the same IDR plan, my consolidation completing in XX/XX/XXXX along with my choice of the RePAYE plan for this new loan prompted a change in IDR plans from the PAYE to the RePAYE in every other non-consolidated loan I have. This I have no qualms with ; I know the benefits and exact details of each plan. Heres where the XXXX errors start coming in. With the change in plans on my non-consolidated loans, I received a letter from XXXX XXXX informing me of the approval of the RePAYE on all of my loans shortly after the consolidation sometime in XX/XX/XXXX and reminding me to renew my IDR on time. This letter showed me an IDR renewal date of XX/XX/XXXX. At the time, I knew this was an error because I was due to recertify my PAYE on my non-consolidated loans in XX/XX/XXXX. Upon seeing the error I called XXXX. When explaining all of this to a representative, to say I knew more about student loans and what happened on my account would be an understatement. I was placed on hold for more than 25 minutes without updates and, finally when someone came back on the line, I was provided a confirmed answer from a member of XXXX leadership team in regards to the recertification notice telling me, for sure that my NEW recertification date was moved to XX/XX/XXXX for all of my loans because of the change in plan. Now I argued briefly about how that didnt seem right because of the required 12 month renewal for IDRs, but I was assured this was the case and my recertification was due for renewal in XX/XX/XXXX. Low and behold XX/XX/XXXX comes around and I receive a notice warning me of potential interest capitalization if I do not renew my IDR plan on time. I immediately call XXXX up because of the discrepancy. I escalate to a member of leadership because I am frustrated at this point as I was certain months ago of the error and was advised I was mistaken. Now with a member of leadership on the line Im advised the XX/XX/XXXX renewal letter was an error and I was correct the first time with a renewal date of XX/XX/XXXX. Upon being told this, I ask if they cant expedite my IDR applications processing because it was their error, despite my pointing it out, causing me to submit my documentation in late ; I requested this specifically to avoid the interest capitalization. This representative stated they would submit the account up for review because of the misinformation in XX/XX/XXXX. I told her I would have a completed application submitted that day. This was XX/XX/XXXX. I immediately submitted a complete application ( all necessary adoi included, completely legible, nothing missing, no errors to lead to any delay ). I then followed up by calling XXXX XXXX a couple days later by having a representative verify all the information was there and the application was complete ; she verified it was complete and nothing else would be required. Upon processing, I saw they approved me right after the cut off date of my renewal causing my interest to capitalize on my account. ( Trust, I am aware of the negative impacts herein, and this was not a pleasant notice to receive. ) I immediately called up XXXX XXXX, and after being placed on hold for another 20+ minutes or so off and on, I was told research request were being submitted and someone would get back to me about the interest capitalization in conjunction with the XXXX XXXX error. No one called me back, emailed me back, sent me a letter explaining, or anything. This was XX/XX/XXXX. I have since emailed in requests for payment allocation instructions, and these have been completed ( though, not at all in a timely manner : 30 full business days to reallocate my payment to one specific loan is outrageously horrible turn time ). I finally looked over my payment history and realized it had been over six months without a XXXX XXXX follow up, so since Id had luck with email, I emailed in outlining briefly the error XXXX XXXX made with me upon my consolidation ( quite similar to this complaint here ) and got a generic vague non-addressing-the-issue-or-the-XXXX-error email response. This told me I didnt recertify on time and my interest capitalization reversal request had been denied because of this reason. As per usual, I immediately called up XXXX XXXX and inquired about it, requested a member of leadership, and then that members leadership because I didnt feel I could trust the first or second tier of representatives to research or care about my request at all within this company. Upon my request for leaderships leadership I was placed on hold for a while and eventually put on the line with someone who listened politely to my drawn out exhausting story, verified many of the notes on the account matching my description of events, and stated they would look into it and get back to me. As this was the same response I got the first time without any resolution or follow up of any kind in six months or more, I felt a complaint like this one may prompt them to take a further look into their erroring on my account. I am no fool. I am an XXXX XXXX ; I work for a XXXX XXXX XXXX. Please help me resolve this. Please reverse my XX/XX/XXXX interest capitalization. It was not my error, and I shouldnt be punished for it.
Company Response:
State: NE
Zip: 68164
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A