AES-PHEAA

2018-07-05

Dalton, MA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-07-05

San Diego, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I just received my initial monthly bill ( dated XX/XX/2018 ), since XXXX servicing took over servicing my student loans. The monthly bill statement was inaccurate, as that shows that I have zero eligible Public Service Loan Forgiveness ( PSLF ) payments. This is totally inaccurate and does not reflect my eligible payments! By letter dated XX/XX/2018 ; I was informed that XXXX XXXX was selected to manage my federally owned student loans. In that letter I was informed that I could expect to hear back from the organization no sooner that 90 days from XX/XX/2018. As of XX/XX/XXXX, which is Friday, it will have been 90 since days since I received that letter. How can the organization portray on my initial monthly bill, that I have zero qualified PSLF payments, when I have yet to receive a report on their analysis of my past payment history? This will actually be the 2nd complaint that I will have submitted about XXXX, in the short amount of time that I have been dealing with their organization. My initial concern, started after I received my initial communication from XXXX by letter dated XX/XX/2018 ; stating that I did not have any eligible loan types. This was inaccurate and not correct, as I received an additional letter from XXXX, dated XX/XX/2018, stating that in fact, I was eligible for the program, and that my employment had been certified. This is very disconcerting and causes me great concern about future dealings with XXXX!!!! My most current concern, is that I received a letter ( dated XX/XX/2018 ) saying that the XXXX organization had approved a Disaster Forbearance on my behalf. I never have, nor did I requested a Disaster Forbearance. This should be cancelled ASAP. In closing can you please tell me : How can XXXX portray on my initial monthly bill, that I have zero qualified PSLF payments, when I have yet to receive a report on their analysis of my past payments? Sincerely, XXXX XXXX XXXX, XXXX , XXXX Enclosure : Printout from the Federal Student Aid website.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-04

Philadelphia, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
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: Closed with non-monetary relief

Timely Response

2018-07-04

MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
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: Closed with explanation

Timely Response

2018-07-03

Omaha, NE

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
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: Closed with explanation

Timely Response

2018-07-03

Lewisville, TX

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: I applied for deferment and was under the impression it was filled out correctly. I was never notified and when I realized my credit had been hit 28 times in 7 months, I reached out to them and started making payments. XX/XX/XXXX-XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-07-03

Montevallo, AL

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
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: Closed with explanation

Timely Response

2018-07-03

Arlington Heights, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
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: Closed with explanation

Timely Response

2018-07-03

Washington, DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
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: Closed with explanation

Timely Response

2018-07-03

Houston, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
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: Closed with explanation

Timely Response

2018-07-03

Penn, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
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: Closed with explanation

Timely Response

2018-07-02

FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I received a letter in my online XXXX XXXX inbox ( incidentally, a ridiculous way of receiving communications -- have to log-in to see any and all important statements / letters concerning my account ) on XX/XX/2018 stating that I need to recertify by income based repayment pan by XX/XX/2018 or face an increase in my monthly payment effective XX/XX/2018. On XX/XX/2018, I completed and submitted by IBR recertification. On XX/XX/2018, I received an email that my recertification was denied and that a letter would be sent to me with the reason for the denial. On XX/XX/2018, In received in my XXXX inbox a letter that my recertification was denied by XXXX because it was not yet time for me to recertify. I called and spoke with a XXXX representative who informed me that I would not need to recertify until later this year ... so I was good! I stated that I had gotten the email prompting me to recertify, which is why I did so, and I was assured that everything was fine -- just recertify later this year! My XXXX and XX/XX/2018 payments came and went without a problem -- my normal amount under my income-based repayment plan. However, I got an email on XX/XX/2018 stating that my bank account would be direct debited at the standard repayment amount ( approximately 40 % of my monthly income ). I log-in to my XXXX account and see this alert : " Your payment amount increased! We did not get all of your documentation for your annual Income-Driven Repayment ( IDR ) plan recertification. If you would still like your monthly payment amount based on your income and family size, please visit StudentLoans.gov to reapply. '' I call XXXX customer service, explain the issue, and was on-hold for 46 minutes waiting to talk with a loan counselor in the income repayment division. The standard repayment amount is approximately 40 % of my monthly income ( and more than my mortgage payment ). I am on an income driven plan and recertify annually because I am work in public service ( state/local government ). This " gotcha '' has very real consequences for me. I take pride in always paying my bills and being on-time with payments .... hence the reason I enrolled in direct debit and always process timely recertification for my income-based repayment plan. The fact that XXXX messed up somehow on their end means real-life consequences for me. When I finally talked to a loan counselor ( XXXX, ID # XXXX ) she said she would have to put " this in for review '' because " this should not have been denied '' ( referring to my recertification application ). I asked what my options were for the XXXX payment and was told she had put in a request for a forbearance to cover XXXX payment since I " did recertify on time '' and she " suspended the direct debit '' so the XXXX payment would not draft to my bank account. She said the review would take 7-10 business days to complete. Meanwhile, here I am, relying on XXXX to correct something that they messed up in the first place ... something that I already asked them about. I have so many more stories about this company ( assurances that ALL my loans qualified for public service forgiveness -- they did not ; past problems recertifying for income based repayment ; continued need to " defer '' and thereby add interest on to teh principle because I keep getting bad advice from their counselors ; issues consolidating loans when I finally realized they did not all qualify for PSLF five years in to repayment ; PSLF employment certification issues ; problems with payment application to consolidated versus unconsolidated loans that made my account appear delinquent when it was not ; etc ... ) .... the whole saga is frustrating, depressing, and makes me question why I ever sought higher education. Maybe a bit dramatic sounding, but the reality is student loan repayment is awful and has NOTHING to do with my actual willingness to pay back the money I borrowed or my ability to follow directions and timely submit forms and information requested by the loan provider. At the end of the day, I stress out over these loans multiple times a year and have spent countless hours waiting on the phone for XXXX to fix or explain something new they've managed to do. I set up my repayment on direct debit so can deal with this fiasco as little as I need to. The stress is unbelievable. If not for PSLF, I will be paying back money until I am in my 60s ( thanks for compounded interest and all of that jazz ), and that is simply unbelievable. I have relevant records ( letters and such ) that I can provide if requested. I have no way of blacking out identifying information in them now, so I have not attached that documentation to this complaint.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-02

Barlow Branch, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have an existing complaint in with XXXX XXXX XXXX. I have applied for Public Service Loan Forgiveness, original application date of XX/XX/XXXX. It appears that they have tried to appease the complaint, however not to my satisfaction as the information they have fed back to me is grossly inaccurate. I have been employed with XXXX XXXX XXXX XXXX XXXX XXXX XXXX, a XXXX XXXX XXXX XXXX XXXX XXXX organization since XX/XX/XXXX. My Human Resources director has verified this with XXXX XXXX XXXX, and they told me they have record of that verification. I have recently received a letter from XXXX XXXX XXXX stating that my beginning date of employment was XX/XX/XXXX ( the date I applied for PSLF, not the beginning date of my qualified employment ). They are only counting payments that were made from this date, which is 11 payments. This is inaccurate, and I believe they are only counting payments that were made once I applied for PSLF and my loan was transferred to them as a servicer. I was previously serviced by XXXX and XXXX. I have made every single payment on time since my employment began in XXXX, so I should have around 80 qualifying payments. This means they are putting me about 6 1/2 months back in the whole process of loan forgiveness.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-02

OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have worked in XXXX service s for 10+ years. I submitted my application for Public Service Loan Forgiveness, and after verifying with each of my previous agencies, they determined that all of my agencies were qualified. I then received an email from XXXX XXXX saying that I had not been making qualifying payments and would have to consider shifting my loans to them. I sent them an email question asking how my payments did not qualify and received a form letter with the same language as the website, explaining nothing. At no point did I consent to switch my loans to them. On XX/XX/2018 ( dated XX/XX/2018 ) I received a letter saying XXXX was my new service provider. Again, I did not consent or agree to this, having more questions. On XX/XX/2018 I received an email saying I had a payment due on XX/XX/XXXX that was now late. I never received anything from them stating an amount or due date. Meanwhile, I made my existing payment to my current vendor on XX/XX/XXXX. Today, I called them and was told that they had no record of me making a payment to my previous vendor and that I had to " prove it '' to them. I was also told that I had filled out the wrong form ( I filled out the one on the US Department of Education website ) and that I had to fill out the IDENTICAL form with the slightly different number on it to get a waiver on my non-qualifying payments. I was further told that reapplying with the exact same form will re-start my application and require them reverify all of my employment - a three month process, if I'm lucky. The national funding will almost certainly be gone by the time this is completed. I am beyond frustrated. I started out trying to take advantage of a lovely program that rewards community service and I now have a late payment to a vendor I didn't chose and don't trust for an amount that makes zero sense ( they say I owe {$94.00}. My original payment to my existing vendor was {$250.00} and my new payment is {$240.00} ). I'm not even sure if I should pay them. Please help! Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-07-01

Winnsboro, LA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2018-07-01

Katonah, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I started my consolation in XX/XX/XXXX, My school loans total XXXX but the payment was XXXX per month so when with XXXX XXXX XXXX, XXXX XXXX XXXX XXXX PA XXXX, XXXX to reduce my month payments. I had a full time job but I work for a XXXX company and had to pay child support. My budget was fixed. Few years into my plan with them they offered to me a discount for non-payment. So for many years until present time they had a system that pushes me off my plan after a year or so. In the beginning year I would be reminded and helped with the paperwork. Later year, they were NO help. There answer was always to put me on forbearance for six months. Which put more money on my loan and interest too. It was a scam so I could never pay this loan off. In XX/XX/XXXX, I had taken school loan out and pay them off before ten year because it wasn't a scam. More then that I when qualified for program for working for a XXXX the more difficult they became. I sent them a copy of my income taxes but they didn't due anything to fix my problem. I got paperwork back into them and they did nothing to help fix my payment problem. For over a year they locked me out of web system but wouldn't help unlock to get my loan straighten out. Nobody would help by phone and they would push me back to a locked system. My loan when from XXXX to XXXX because they locked me out of the system. These last two year I steadily pay them XXXX a month because they would help fix my payment plan. They locked me out of payment plan all together and try to false report that I wasn't paying them XXXX a month. They reported on my credit report that I didn't make any payment but I pay XXXX a month. This company even advertises on the radio and I called them for help from the commercial. They refused to help me telling me that I need to send in my income tax again. I did but no help. There answer always to put the loan on forbearance, which jack the amount of the loan up. This company uses unfair credit practices. If I had a normal bill month that I could pay then I would. I've had this loan payment for more then 15 years but it only went up even though I paid almost every month.
Company Response: Closed with explanation

Timely Response

2018-06-30

Laurel, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2018-06-29

Washington, DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I applied for PSLF in XX/XX/2016. I've been making payments since XX/XX/2016, but recently found that none of my payments have been counting towards my 120 qualifying payments. At this point I have made 26 payments, and more than that none of the principal is being paid down so if PSLF is overturned then I am actually paying more and it has been 6 years since I graduated with my XXXX. I called multiple times and re-submitted several forms even though it's clear that I worked at an employer they won't certify it or count my payments. My problem is with XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-06-29

Jamaica, NY

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-06-29

Atlanta, GA

Problem with a credit reporting company's investigation into an existing problem

Student loan: Federal student loan servicing

Their investigation did not fix an error on your report
Complaint: I have a loan with XXXX XXXX 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, XXXX and XXXX XXXX XXXX with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX, XX/XX/XXXXXX/XX/XXXX and XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-06-29

Lake Lillian, MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with monetary relief

Timely Response

2018-06-29

North Olmsted, OH

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-06-29

MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I refinanced my student loans from XXXX to XXXX XXXX inthe amount of approximately {$360000.00}. This refinance payment from XXXX XXXX was processed by XXXX on XX/XX/XXXX. There was an overpayment of over {$4300.00}. I have asked XXXX about the status of the refund of this overpayment multiple times. I spoke by phone in XX/XX/XXXX to an agent who said refunds are processed within 30 days. It has been a month and a half. I have send their customer service department two emails, both have gone unanswered. They have provided no reasonable explanation that they would delay in issuing a refund.
Company Response: Closed with monetary relief

Timely Response

2018-06-29

MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been enrolled in the PSLF program since 2010. It took 9 months for them to process my application. Since then they have put my loan payments on hold numerous times sometimes for 6 months at a time while they " review '' different aspects. For more than two years I have been trying to get an accurate assessment of how far along I am in the program despite that they have held my loan payments every change they get. After losing my employment verification forms many times they received them and said I had made over XXXX patients. Then without telling me they changed and said I only made XXXX XXXX payments. I only saw this in reviewing my loans, Now for over a year I have been fighting this and they have not given me an accurate assessment of my loan payments and they have tried to limit this every chance they get. I tried to resolve this with them and the BBB with no appropriate response.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-29

NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about your loan
Complaint: Received a phone call from XXXX ( XXXX ) XXXX about renewing my income driven repayment plan with XXXX, which I have not done so forXX/XX/2018 so this made sense I would receive such a phone call. I called the number back, they asked how much debt I had, income, dependents, family size etc, with no verification, correspondence in the mail, or any such preliminary warning of renewal. I was then asked to remit payment of roughly {$270.00} at the time of the phone call in order be placed into the new plan. Red flag number 1, my income has nearly doubled in the past year, and they want to cut my payment in half? Ok ... .Next red flag was when I asked for a letter explaining the program and its features and cost of interest etc to be mailed to my home, they said nothing is done via mail and I also can not remit the payment via XX/XX/XXXX, it had to be over the phone and that they are not associated with XX/XX/XXXX. A third red flag, no introduction or name of the representative helping me. I work at a bank, federally regulated, in the Compliance department, we see scams all the time ... .When I explained I thought this was a scam, the " representative '' told me I should have said that 10 minutes prior, and not wasted both peoples time. I haven't been spoken to so rudely by any financial representative in the past, sounded like an upset scammer who got duped!!!
Company Response: Closed with explanation

Timely Response