Date Received: 2018-04-25
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: MY RESPONSE TO XXXX RESPONSE ( I've pasted my initial complaint and XXXX 's response below ) : This is incorrect. Just because XXXX XXXX doesn't have my second application on file doesn't mean that it was never sent. The email screenshot dated XX/XX/XXXX I included in the initial complaint, as far as I'm concerned, is proof and confirmation that XXXX received my second application and simply needed my paystubs which I sent. Your response indicates that XXXX received my application from XX/XX/XXXX. The email from XX/XX/XXXX ALSO indicates that my second application was received which I actually sent on XX/XX/XXXX. Furthermore, the email from XX/XX/XXXX only stated that I needed to submit paystubs. Why does it only say that I needed to submit paystubs? Perhaps because I already submitted an application with missing paystubs, which then executed your system to reach out to me notifying me of the missing information. If I didn't submit a second application on XX/XX/XXXX, why would your system send me an email notification of an application from XX/XX/XXXX when that application has already expired? I was placed into forbearance and then accrued late payments, but I NEVER should have been in this situation had XXXX processed my application. I submitted a COMPLETED application in XXXX of XXXX and I submitted an application in XXXX of XXXX along with my income documentation. Please look at the email attachment dated XX/XX/XXXX. It clearly states that XXXX is unable to process the ( submitted ) application because an income documentation was not submitted. XXXX obviously received a second application without income documentations which then XXXX notified me of the missing documentation which I then sent and XXXX currently has on file. Where did my application go? XXXX INITIAL COMPLAINT MADE ON XX/XX/XXXX : On XX/XX/XXXX, I submitted an application into XXXX XXXX to enroll in the IBR program. A few days later, I was notified that I needed to submit my paystubs as income documentation. I did receive a response. One XX/XX/XXXX, I resubmitted a brand new application into XXXX for the IBR program via fax along with my pay stubs. One month later, on XX/XX/XXXX, I received an email from XXXX XXXX that they've " received your request for an Income-Driven Repayment ( IDR ) plan. Unfortunately, we are unable to process your application at this time because your request was not complete. You didn't provide complete income documentation. '' A few months later, due to very arduous life circumstances, I was not able to give my full attention to my XXXX account and was not discerning of XXXX 's recommendations. I simply assumed they had my best interest. I called XXXX XXXX and they persuaded me to apply for the forbearance program. Naively, I complied and was approved. When my forbearance ended, I accrued a number of late payments and was never informed by XXXX that I could receive forbearance again. I was approved for a second forbearance and then unknowingly accrued a few more months of late payments. None of this would have occurred had I been on the IBR/IDR plan to begin with, but XXXX was negligent in processing my application. Today, XX/XX/XXXX, I called to inquiry about my application. They said that they got my pay stubs but never my application. The email XXXX sent me on XX/XX/XXXX stated that they received my application but could not process it because they didn't receive my pay stubs which is completely contrary to what they have on record today. They claimed they MAILED me a denial letter and even another application which I never received. Nevertheless, they lost my application twice. The years I was steered into forbearance, accrued more debt due to interest capitalization, and late payments, I should have been on the IDR program. XXXX XXXX apparently lost my application TWICE and then was able to take advantage of me at the most vulnerable time of my life. *************************************************************************************************** XXXX RESPONSE ON XX/XX/XXXX : The Office of Consumer Advocacy ( OCA ) at Pennsylvania Higher Education Assistance Agency ( PHEAA* ) performed a review of your account. Specifically, we reviewed account activity notations, Income Driven Repayment ( IDR ) application records and credit reporting history. From your CFPB inquiry we understand you experienced problems applying for IDR. You stated you believe your account should be placed on IDR effective with your initial application, capitalized interest should be removed, and your credit report should be adjusted. Our review confirms, you submitted an IDR application on XX/XX/XXXX. You were notified that the application was missing proof of income documentation. Copies of your paystubs were received on XX/XX/XXXX ; however, the previous IDR application expired due to being over 90 days since it was received, so you were notified to resubmit the IDR application. The application had not been received and due to non-payment your account became delinquent and was reported as such for the months of XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX you called XXXX XXXX and requested forbearance to bring your account current. When a loan enters repayment following a period of forbearance the borrower is responsible for all interest accrued. Although you are not obligated to pay the accruing interest while your payments are deferred, it is to your benefit. Any unpaid accrued interest will be capitalized ( added to the principal balance ) once the account enters repayment. It is not possible to apply an IDR schedule based on your application submitted XX/XX/XXXX, and our review confirmed the interest capitalizations can not be reversed as they were applied according to loan program procedures. XXXX XXXX received and investigated your complaint concerning credit reporting. The investigation included the review of all relevant account history and documentation, including any information you provided. Based on this review, it has been determined the credit reporting is accurate. For additional inquiries about your student loan account, you can reach XXXX XXXX at XXXX. Their hours of operation are from XXXX XXXX to XXXX XXXX Eastern Time ( ET ), Monday through Friday. No further action is planned by XXXX at this time. *PHEAA conducts its student loan servicing operations commercially as American Education Services and for federally-owned loans as XXXX XXXX
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans are currently being services by Pennsylvania Higher Education Assistance Agency. I have had several periods of " qualifying employment '' through the Public Service Loan Forgiveness program. I believe that PHEAA has overcharged me, which results in payments that carry over into the next billing period and result in fewer qualifying payments.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: 1 ) I am contesting that XXXX XXXX does not have my original loan documentation and that if XXXX XXXX can not provide these original documents, I am not bound to contract with XXXX XXXX. 2 ) If my original loan contracts can be produced to me : my account is currently " on hold. '' I am currently waiting ( indefinitely at this point ) while XXXX XXXX processes my request to change my IBR plan to IDR plan. XXXX XXXX is not honoring the 10-day review and processing time-frame. This request began on XX/XX/2018 ( now two months ago ). This is unacceptable. I have had numerous delays in the past. I believe these delays are due to the lack of original loan documentation. Further, XXXX XXXX is not honoring their contract with me to provide me adequate measures for loan repayment. If my original loan documents can be produced by XXXX XXXX, then XXXX XXXX needs to provide me with responsible service and acceptable means for loan repayment.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
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: Thank you for taking the time to read this letter. I recently pulled my credit report and found that XXXX XXXX XXXXXXXX reported a late payment of 90 days regarding my student loan accounts. I am requesting that this late payment be assessed for accuracy. I believe this reporting is incorrect because I have included the documentation to prove that my loans were in forbearance/deferment XX/XX/XXXX to XX/XX/XXXX and didnt require any payments. Please investigate this matter, and if it is found to be inaccurate, remove the lateness from my credit report.
Company Response:
State: NJ
Zip: 08085
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have previously tried to resolve this with XXXX numerous times and each time they failed to address that matter at hand. I went on to file a XXXX complaint to which they also failed to respond. The complaint was closed as " unresolved '' due to their failure to address this issue. I have attached a copy of the XXXX response. The XXXX suggested I open a CFPB complaint. When trying to resolved the issue XXXX just sends me generic response letters not addressing the matter at hand. Only sending me a " credit reference letter ''. XXXX, as a furnisher, is required by the FCRA to UPDATE any information reporting to the CRA 's. According to their own records my loan was in forbearance from XX/XX/XXXX- XX/XX/XXXX however it is reporting late on my credit report. I have previously attached an FTC advisory opinion stating their responsibility in this matter and they have continue to ignore it. I again attached this FTC advisory stating such obligations. They are obligated to UPDATE my file and have failed to do so. I expect my credit report to be updated immediately reflecting the forbearance I was granted. XXXX is ignoring FCRA regulations and is not responding to a XXXX complaint or the matters addressed in it. Their failure to adhere to FCRA and FTC regulations is hindering me from obtaining the best rates when obtaining a home causing me financial damage. I plan pursue financial restitution if this simple matter is not fixed.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: They are reporting late payments and they are unable to back up the claim.
Company Response:
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: On XX/XX/XXXX, I submitted an application into XXXX XXXX to enroll in the IBR program. A few days later, I was notified that I needed to submit my paystubs as income documentation. I did receive a response. One XX/XX/XXXX, I resubmitted a brand new application into XXXX for the IBR program via fax along with my pay stubs. One month later, on XX/XX/XXXX, I received an email from XXXX XXXX that they've " received your request for an Income-Driven Repayment ( IDR ) plan. Unfortunately, we are unable to process your application at this time because your request was not complete. You didn't provide complete income documentation. '' A few months later, due to very arduous life circumstances, I was not able to give my full attention to my XXXX account and was not discerning of XXXXXXXX XXXX recommendations. I simply assumed they had my best interest. I called XXXX XXXX and they persuaded me to apply for the forbearance program. Naively, I complied and was approved. When my forbearance ended, I accrued a number of late payments and was never informed by XXXX that I could receive forbearance again. I was approved for a second forbearance and then unknowingly accrued a few more months of late payments. None of this would have occurred had I been on the IBR/IDR plan to begin with, but XXXX was negligent in processing my application. Today, XX/XX/XXXX, I called to inquiry about my application. They said that they got my pay stubs but never my application. The email XXXX sent me on XX/XX/XXXX stated that they received my application but could not process it because they didn't receive my pay stubs which is completely contrary to what they have on record today. They claimed they MAILED me a denial letter and even another application which I never received. Nevertheless, they lost my application twice. The years I was steered into forbearance, accrued more debt due to interest capitalization, and late payments, I should have been on the IDR program. XXXX XXXX apparently lost my application TWICE and then was able to take advantage of me at the most vulnerable time of my life.
Company Response:
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The student loan company I am complaining about is XXXX XXXX XXXXt formerly XXXX XXXX XXXX and AES. I applied for {$15000.00} student loan in XX/XX/XXXX so I could start taking Fall XX/XX/XXXX classes at XXXX College in XXXX. I started making payments in XX/XX/XXXX. Then, I noticed they have stopped updating the remaining balance information for at least a year ; Around the year XX/XX/XXXX, I called and spoke to a young man who put me on hold so he can calculate the real remaining balance and he told me it was at least $ 10k from the original $ XXXX+. A few months later, I called again ( because the update was never made ) and spoke to a woman whom refused to look into the balance problem and told me the current balance was correct. In late XX/XX/XXXX, I realized they have seldom been sending me 2 bills for one month with different balances of at least $ 14k remaining with the exception of XX/XX/XXXX when they sent me 3 bills with different balances of at least $ 13k remaining. Additionally, they have messed up my credit by filing the wrong information ; they refused to update my credit information past the year XX/XX/XXXX. Also, I have yet to receive my XXXX Form for XX/XX/XXXX from them. I called and left a message for them to call me back on XX/XX/XXXX but, no one did. These crooks have assigned XXXX XXXX , XXXX to collect my debt and every so often they try to pressure me to pay more than is, currently, affordable.
Company Response:
State: NY
Zip: 11411
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I had 3 private student loans with American Education Services. I recently paid one off and refinanced the other two. The loans are known to AES from their disbursement date : XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX, I paid off the XX/XX/XXXX loan. On XX/XX/XXXX, I received a letter confirming the payoff of the XX/XX/XXXX loan. On XX/XX/XXXX, the balance of all of my AES private loans was approximately : XX/XX/XXXX : {$0.00} ( paid in full ) XX/XX/XXXX : {$9300.00} XX/XX/XXXX : {$8600.00} On XX/XX/XXXX, I refinanced the XX/XX/XXXX and XX/XX/XXXX loans. The total payoff was approximately {$18000.00}. The new bank forwarded to AES a payoff amount of {$18000.00} delivered to AES on XX/XX/XXXX. AES misapplied all of my money. I very clearly took the steps necessary to fully pay off the XX/XX/XXXX loan through the AES website. I had the new bank follow the payoff instructions on the AES website to refinance the other two. As of the date of this complaint, AES did not fully close my XX/XX/XXXX loan and charged me {$56.00} in interest since the XX/XX/XXXX payoff date and my most recent inquiry about the loan on XX/XX/XXXX. AES also misapplied the {$18000.00} intended to close out the remaining two loans by applying approximately {$13000.00} to the XX/XX/XXXX loan that only had a balance of {$9300.00}. The XX/XX/XXXX loan now shows AES owes me a credit of {$4200.00}. Additionally, AES misapplied the remaining amount from the {$18000.00} to the XX/XX/XXXX loan, causing the balance of the XX/XX/XXXX loan to show I owe AES {$4000.00}. I called AES multiple times to inquire how I could owe {$4000.00} on the XX/XX/XXXX loan while being owed a credit of {$4200.00} on the XX/XX/XXXX loan. AES is unresponsive, claiming I need to wait a few days for their " system '' to be updated. No such update has occurred. I also am unsure how I owe interest on a loan that was paid off two months ago.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX/PHEAA has not properly counted my qualifying payments toward Public Service Loan Forgiveness. Around XX/XX/XXXX, my direct student loans were transferred from XXXX to PHEAA. Thus far, I have submitted two Employment Certification Forms to PHEAA, and PHEAA confirmed that both periods of employment were with qualifying employers. The first period -- XX/XX/XXXX, through XX/XX/XXXX -- was with the United States District Court for the XXXX District of Pennsylvania. The letter from PHEAA confirming this first period was dated XX/XX/XXXX, and assured me that PHEAA would calculate and provide me with notification of the total number of qualifying payments I made during this period, along with other information. The second period -- XX/XX/XXXX, through XX/XX/XXXX -- was with the United States Court of Appeals for the Third Circuit. The letter confirming this second period of employment was dated XX/XX/XXXX, and assured me that PHEAA would notify me of the number of qualifying payments " [ i ] n the next few weeks. '' I have not yet received any written communication from PHEAA regarding my number of qualifying payments. On XX/XX/XXXX, I contacted PHEAA regarding PHEAA 's error in calculating my monthly payment amount, an issue I am currently trying to resolve with PHEAA. In that conversation, I asked about the number of qualifying payments related to my periods of employment with the courts listed above. I spoke with XXXX ( employee ID no. XXXX ) and with XXXX ( employee ID no. XXXX ). XXXX informed me that PHEAA determined I have only five qualifying payments during the two employment periods described above. I told him I had not received anything in writing with this information, and he said he would request that PHEAA send me a letter ; he said that he would request that the letter be expedited but told me it could take 30-45 days to receive the letter. I still have received no written communication from PHEAA regarding my qualifying payments, but NSLDS reflects that PHEAA has determined I have only five qualifying payments for PSLF. I have reviewed my own records during the two employment periods described above. During those periods, I made a total of 32 payments toward the loans at issue. All of those payments were on a standard repayment plan ( 19 payments ), a qualifying repayment plan ( 5 payments ), or were made under a different payment plan and were of an amount larger than the payment would have been on a qualifying repayment plan ( 8 payments ).
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2018-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A