AES-PHEAA

2018-04-11

Poolesville, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: XXXX fraudulently claimed that it returned an overpayment of approximately {$800.00} to XXXX XXXX. XXXX claims that no such payment was received. XXXX refuses to provide evidence to support its claims.
Company Response: Closed with explanation

Timely Response

2018-04-11

Grosse Ile, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My loans are being serviced by XXXX XXXX. I am apart of the Public Service Loan Forgiveness Plan. They are miscalculating my payments-not counting qualified payments from my employment at XXXX XXXX XXXXXXXX XXXX XXXX and the XXXX XXXX XXXX where I was/am a XXXX XXXX. Both have been certified as qualifying employers. Yet, they have not counted all my qualifying payments. I called them on the phone and was given no real reason why more than half my payments have not been included in my total from my employment at XXXX and the XXXX XXXX XXXX. In XX/XX/XXXX when I first submitted they came back and told me I had 27 qualifying payments. I was employed at XXXX from XX/XX/XXXX-XX/XX/XXXX and was making monthly payments at or more to the IBR payment range from while employed there. I understand that only payments after XX/XX/XXXX count towards PSLF plan but they have not counted payments during this timeframe that do count. I left XXXX in XX/XX/XXXX and have been employed by the XXXX XXXX XXXX as a XXXX XXXX ( XXXX XXXX ) and XXXX XXXX XXXX XXXX worker. I just turned in my certification for XXXX in XX/XX/XXXXand they come back and tell me I only have 78 payments approved total from both employers and extended my final pay off date by years. I have should have 69 payments just from the XX/XX/XXXX. So even with them not fully counting all my payments yet from XXXX, based on them telling me they counted 27 already in XX/XX/XXXX, then I would have at least 96 payments. Whenever I call them they keep extending the time frame that they need to figure out why the payments are not all being counted. I am very concerned that XXXX is mismanaging my account and this will affect my outcome with the PSLF program. It is not fair that I am meeting the requirements and their poor handling of my account is extending my time before I can qualify to write my loans off. Can you please assist me in getting them to review my account appropriately and according to the rules so all my qualifying payments are counted from XXXX XXXX XXXXXXXX XXXX XXXXXXXX and the XXXXXXXX XXXX XXXX. It is very frustrating to hear no real explanation from them regarding why they have miscalculated my account and to keep having their review process extended.
Company Response: Closed with explanation

Timely Response

2018-04-11

Glendale, CO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I am enrolled in the Public Service Loan Forgiveness ( PSLF ) program, which is administered by XXXX on behalf of the Department of Education. Unfortunately, I have had nothing but problems from the start with XXXX in certifying my participation in the program. It typically involves them undercounting the number of qualifying payments Ive made, denying certification paperwork due to allegedly missing information where there is none, generally slow and lackadaisical processing of requests, and impotent responses to my complaints. One or more of these frustrations has occurred literally every time I've submitted an annual certification form and it is getting to the point where it is starting to seem systematic. The most recent headache began in XX/XX/XXXX when I submitted my last annual certification form. XXXX set me their response in XX/XX/XXXX and, as expected, there was a problem : they undercounted the amount of qualifying payments I had already made for no apparent reason. I was finally able to reach a representative to discuss the issue the first week of XX/XX/XXXX, and after a lengthy conversation and scrutinizing my account history, confirmed that the undercalculation was erroneous. He said he would submit the error to be fixed and that I should receive an updated response within a few weeks. Four months passed and no response came. I again called XXXX on XX/XX/XXXX to determine the reason for the delay in fixing their blatant error. Their only explanation was that it was still awaiting review. This seemed unreasonable considering it was a simple counting error that the rep I spoke to in XX/XX/XXXX could recognize and understand in a matter of minutes. I asked for it to be expedited which they claimed was not possible, which proved to be false as I was later able to convince a manger to do just that after informing her I would be submitting a complaint to CFPB and the Dept of Ed. I asked to be copied on the request, which she refused to do, so I can only hope she will follow through. In light of this recurring scenario of error and delay, I am starting to believe there is a deliberate policy of obstructionism at XXXX when it comes to facilitating participation in the PSLF program. It seems like they are trying to erect as many hurdles as possible to interfere with customers from accessing these benefits. This stands in sharp contrast to their aggressive and fastidious efforts to penalize customers for even the most minor and harmless transgressions, such a submitting payment plan paperwork 1 day late which resulted in the capitalization of nearly {$30000.00} in interest on my loan. The bottom line is XXXX is quick to inflict harm but slow to offer help to its customers. I urge CFPB to investigate the company 's practices and policies to determine if this obstructionist and self-serving behavior is in fact deliberate and purposeful, and if so, to put a stop to it. Unlike other financial arrangements, borrowers wishing to utilize the PSLF program have no other choice but to work with XXXX and therefore our only recourse lies with entities like the CFPB to ensure they act ethically and legally. Thank you, and I look forward to your action and response.
Company Response: Closed with explanation

Timely Response

2018-04-10

Griffin, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-04-10

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2018-04-10

PA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: My student loan payments had been around {$340.00} a month for several years and without notice in XX/XX/2018, the payment went up to {$720.00} a month. I called AES to ask my options and see why the increase occurred. They explained that I was paying interest only. I asked what options there were to lower my payment as I was unprepared to make that payment. They said that I had no more options available. They suggested that I try to consolidate. By the time I found a bank to consolidate with, I was so far behind in payments that I could not consolidate and I was receiving threatening letters and phone calls that would ruin my credit, garnish my wages and more.
Company Response: Closed with explanation

Timely Response

2018-04-10

MT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I contacted XXXX Servicing to help them track my Public Service Loan Forgiveness, and was informed was informed that I should transfer my government loans from XXXX to XXXX. The transfer was recorded on XX/XX/XXXX. I uploaded the previous document payments made to XXXX to submit them for counting towards my PSLF payments. Over the next several months I checked the website and made several calls to customer service in regards to that they were not tracking my PSLF nor taking off the 73 qualifying previous payments from XXXX. All the calls I made took over an hour with no changes in my account. The reps would tell me that I needed to wait another 30 or 60 days for them to review my files. Then I started documenting calls. XX/XX/XXXX Spoke with XXXX agent number XXXX and was told that I had to request for them to take off the " pay it ahead '' status. I did, and XXXX told me to call back. XX/XX/XXXX I called back and asked to speak with a borrower serving advocate and was connected to XXXX agent number XXXX at extension XXXX. She told me not to worry and that after reviewing my previous payments that I everything would be " fine '' and I should call her back in 45 days and my account would be updated to reflect all of my payments were eligible for PSLF. XX/XX/XXXX Called and spoke with XXXX again and she told me she did not know why my account and would call me back in 2 days XX/XX/XXXX called XXXX back as she did not return my call. Left her a voice mail XX/XX/XXXX XXXX left me a VM reporting that she was still working on the case and that she would call me in a few days. XX/XX/XXXX XXXX left me a voicemail ensuring me that she was making progress on my case and that she would call me on XX/XX/XXXX if not sooner.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-10

Washington, DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2018-04-10

Oaklevel, VA

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

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

Their investigation did not fix an error on your report
Complaint: I have made multiple disputes with XXXX and XXXX. I sent out dispute letters XX/XX/XXXX to both XXXX and XXXX. I sent out another round of letters XX/XX/XXXX after not receiving results and another round of letters XX/XX/XXXX. My issue is that I have old student loans XX/XX/XXXX/ XX/XX/XXXX/XX/XX/XXXX accounts that were paid due to garnishments in XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX that I still have on my account. All of these accounts are XXXX balance and well beyond the Date Of First Delinquency. They were initially XXXX XXXX accounts that were picked up by their collections department XXXX. I have 6 accounts under XXXX and 4 under PHEAA on my credit reports. PHEAA is a collections agency under XXXX. I called PHEAA XX/XX/XXXX XXXX XXXX to ask for the date of first delinquency because I know i am well beyond the 7 or even 10 year period. I spoke with multiple agents and they informed me that my balance was {$0.00} and that they do not have the date of first delinquency for the accounts and that XXXX would have them. I called XXXX XX/XX/XXXX XXXX and was told they could not find anything on my account. I asked to speak with a supervisor, I spoke with a supervisor by the name of XXXX and asked if they can not find any information on my account than how was it verified with the credit bureaus? He did not have a answer and directed me to XXXX XXXX who told me if you were a XXXX customer they no longer had my information. I called XXXX XX/XX/XXXX XXXX XXXX and explained to them the situation and asked them how could they verify when the company does not have my information? The representative told me that they send the dispute out and that when the creditor responds that the account is verified, that is what they report. This can not be what the FCRA meant by an investigation period. The representative advised me to call the CFPB or my Attorney General or if i could get it in writing that the creditors no longer had my information would do the trick. I called the Attorney Generals office but it was a brick wall so I called XXXX again to try and get the no information letter. I spoke with a representative named XXXX XX/XX/XXXX XXXX XXXX and she looked very hard and to my surprise said she found it. She told me the Date of first Delinquency was XX/XX/XXXX and that the account was 136 days delinquent. I asked for a email of the document but they did not send emails to customers so i pleaded that she save that information so that it would be easy to find. She put in a request that a letter be sent out. XX/XX/XXXX XXXX fell off of my XXXX leaving the 4 PHEAA accounts. XXXX 6 XXXX and 4 PHEAA accounts remaining. XX/XX/XXXX I called XXXX to see if the letter had be approved for sending or had been sent but nothing. I spoke with a XXXX and she could not find the DOFD so I asked if she could send a letter saying they do not have it and she made the request. Called XXXX XX/XX/XXXX to see about the letter. The representative said it had been sent out. I received the letter XX/XX/XXXX and it had nothing to do with the Date of first Delinquency or that they no longer had the information. they sent me bills from XX/XX/XXXX along with account numbers of all the accounts XXXX/ PHEAA . I called that day but no help
Company Response: Closed with explanation

Timely Response

2018-04-10

Austin, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: From XX/XX/XXXX to XX/XX/XXXX, I made payments on my loans under the PSLF program. I regularly submitted the employer paperwork, however, only a few of those payments are recognized while others are still outstanding. My loans are all federal loans, and the DOE changed servicers 5 times. InXX/XX/XXXX, I was told that I needed to provide documentation of all my qualifying payments because the department of education had lost the records. I went to my bank and had every payment from XX/XX/XXXX to XX/XX/XXXX printed. The payments showed electronic payment and checks to " Department of Education for Federal Student Loan Payments ''. I submitted this paperwork and supporting documentation to XXXX in XX/XX/XXXX. I also had to prove that my enrollment at XXXX University started in XX/XX/XXXX, notXX/XX/XXXX. I used information from the XXXX XXXX XXXX because the XXXX were arguing that I was in school starting inXX/XX/XXXX. On XX/XX/XXXX I called and spoke with XXXX XXXX because the PSLF documentation was still not updated on my account. He stated that I had 21 payments on record and the additional payments would still need to be reviewed. He stated that I would have an overide processed forXX/XX/XXXXbecause I was not in school at that time and should have those payments counted. His supervisor, XXXX told me they would expedite my review. On XX/XX/XXXX XXXX stated that 21 payments were on record and additional payments still needed to be reviewed. She was putting in a request for payment tracker and that I would need to wait 60-90 days before this was completed. On XX/XX/XXXXit was confirmed that my direct debit was established and prepared for billing starting in XX/XX/XXXX. On XX/XX/XXXXI called because the specific payments I designated had been working correctly for XX/XX/XXXXbut not for XX/XX/XXXX. XXXX had mismanaged the amounts directed toward specific loans and XXXX XXXX went in and manually overrode the payments to correct the amounts. On XX/XX/XXXX XXXX XXXX said that 21 payments were showing as qualified for PSLF even though the website was only showing 20. She stated that the other payments from XX/XX/XXXX were still under review and that it now takes 6 months to review PSLF requests. She stated that this request should be completed by the end of XX/XX/XXXX for me. She stated that it showed that the forms were approved and are processing the payment amounts. On XX/XX/XXXX I received a notification that the period from XX/XX/XXXX to XX/XX/XXXXwas under review. On XX/XX/XXXXI received a notification that my loans were placed on forebearance fromXX/XX/XXXX to XX/XX/XXXX - I did not request this. On XX/XX/XXXXI called because my autopayments were reduced. I was informed that because the forebearance was processed it had reduced the amount due. I also was informed that it might take a few days for the payment ( which was already pulled from my bank on XX/XX/XXXX ) to clear and that it would be retroactively approved as on time. XX/XX/XXXX was unsure why a forebearance was placed on my account and transferred me to PSLF staff. XX/XX/XXXX reviewed the administrative forebearance that was placed on my account and stated that it was " some sort of error in the system ''. He stated he would remove theXX/XX/XXXXto XX/XX/XXXX forebearance on my account and that I should log in and manually make payments on those loans in order to qualify for PSLF for XX/XX/XXXX. The PSLF program is now 6 years behind in processing my paperwork for qualifying payments from XX/XX/XXXX. There are frequent issues with repayment, even with autopayment set up. I am spending a considerable amount of time calling, on hold, and speaking with multiple individuals because the XXXX organization can't manage their documentation, processes, or correct information.
Company Response: Closed with explanation

Timely Response

2018-04-10

East Union, WA

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Closed with non-monetary relief

Timely Response

2018-04-09

Macclenny, FL

Incorrect information on your report

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

Account information incorrect
Complaint: This company AES/PHEAA, Has placed a student loan on my credit report as a co-signer. I haved never requested a a loan from them nor have I agreed to be a co-signer. In fact, I Just noticed this loan to appear on my credit report after my account was breached at XXXX. I received notice from XXXX that my information had been compromised. I did not attend any school to ask for a loan. All my loans are with another company. I have not received a letter from them because it is not my loan. I believe This company is trying to forced me to be a co-signer on a loan that is not mine. thank you XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-04-09

Charlotte, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I initially had my student loans with XXXX XXXX and I have been working in public service for almost 10 years. Since I have almost met the 10 year mark ( 1.5 years away ), I decided to apply for the loan forgiveness program with XXXX XXXX. The loans were transferred over successfully ( 2 months later ) and then I started receiving letters that I will need to change to a qualifying payment plan. I called them twice to figure out what was going on and today I find out that my loans do not qualify for the forgiveness program because I'm not in the right payment plan. If I had known this, I would have never ever transferred my loans over to them. With the forgiveness program, I would end up paying way more than I borrowed originally or would have paid off with my original payment plan. I told the supervisor that what they are doing is considered fraud and they should be more clear in terms of who actually qualifies for forgiveness eligibility. The supervisor at the loan office acted like this was all transparent. Their definition of eligible repayment plan was never clarified for me. When I asked if I was the first person to call in about this, the supervisor said no. She just kept mentioning it was on the sheet I signed which it wasn't. Needless to say, I will be transferring my loans yet again to another service. In short, be very careful before you apply to the loan forgiveness program with XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-04-09

Colo Spgs, CO

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I have made a student loan payment to AES in the amount of {$280.00} every month for almost 15 years. Beginning in XXXX ( specifically XX/XX/XXXX ), I started to pay an additional {$300.00} per month which I expected to go to principal. Instead I was charged interest on my additional payment. When I called to complain, I was told if I combined the 2 payments, then the additional {$300.00} would go to principal. Beginning on XX/XX/XXXX I started making a {$600.00} payment per month. Again, I was charged the normal interest on the full amount and my additional payment did not ALL go to principal. I called again to complain and they told me since the interest is compounded daily, I would always be charged interest on an additional amount. This seems highly unfair and unethical to me especially given in my original promissory note it states, " I may repay all or any part of the unpaid balance of my loan at any time WITHOUT PENALTY ''
Company Response: Closed with explanation

Timely Response

2018-04-09

Streamwood, IL

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

2018-04-09

Alexander Mills, NC

Credit monitoring or identity theft protection services

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

Billing dispute for services
Company Response: Closed with explanation

Timely Response

2018-04-09

San Antonio, TX

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-04-09

Discovery Bay, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: My loan service provider, XXXX XXXX XXXX, conducted a review of my qualifying payments for the student loan forgiveness program and only credited me for three ( 3 ) payments made while I was employed at XXXX XXXX between XX/XX/XXXX and XX/XX/XXXX ( see enclosure ). I believe I made at least 36-45 additional payments in the monthly amount close to $ 330.00- {$340.00}. My loan service provider, XXXX XXXX XXXX, conducted a review of my qualifying payments for the student loan forgiveness program and only credited me for three ( 3 ) payments made while I was employed at XXXX XXXX between XX/XX/XXXX and XX/XX/XXXX ( see enclosure ). I believe I made at least 36-45 additional payments in the monthly amount close to $ 330.00- {$340.00}. I have tax statements for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX that show I paid student loan interest. Sometime in XX/XX/XXXX, my loans were transferred from XXXX XXXX XXXX to XXXX XXXX XXXX. I am at a loss as to why the loan information would not transfer over including information on how much of my loan I already have paid off. Meanwhile XXXX XXXX tells me that I am listed as forbearance the following periods : ( XX/XX/XXXX - XX/XX/XXXX ) I was paying on loan while employed at XXXX XXXX ( XX/XX/XXXX-XX/XX/XXXX ) I was paying on loan while employed at XXXX XXXX ( XX/XX/XXXX-XX/XX/XXXX ) I was paying on loan while employed at XXXX XXXX ( XX/XX/XXXX-XX/XX/XXXX ) I was paying on loan while employed at XXXX XXXX ( XX/XX/XXXX-XX/XX/XXXX ) I was paying on loan while employed at XXXX XXXX ( XX/XX/XXXX-XX/XX/XXXX ) I was unemployed and can verify only this period as forbearance. I have asked that XXXX XXXX XXXX review my payments. We can send you a statement of account since we began servicing your loans. Unfortunately, we can't provide your account history before your loans transferred to us. Please contact your previous servicer for further information. See email attachment XXXX. XXXX XXXX XXXX has closed and can not be contacted. Why was this pertinent information not transferred about my prior payments? This is unacceptable. Who is to protect me from fraud? I am currently working with my past financial institution ( XXXX ) to pull statements of all my payments to XXXX XXXX XXXX. My load provider 's lack of information and records could cost me tens of thousands of dollars. I have remained working in public service so that I could qualify for the SLFP. I am so close to getting through my ten years of payments. The finish line is in site, and now to receive information that I have made less than half of the 125 payments is debilitating.
Company Response: Closed with non-monetary relief

Timely Response

2018-04-09

Chicago, IL

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

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

Their investigation did not fix an error on your report
Complaint: I HAVE REPEATEDLY TRIED WITH ALL THREE CREDIT REPORTING BUREAUS AND MY STUDENT LOAN SERVICER TO CORRECT INACCURATE PAYMENT INFORMATION THAT IS SHOWING ON MY CREDIT REPORTS, MULTIPLE TIMES TO NO AVAIL. ARE THESE COMPANIES OUT OF THE SCOPE OF THE LAW? REPORTED INFORMATION ON CONSUMER CREDIT REPORTS HAS TO BE 100 PERCENT ACCURATE AND TRUE. I HAVE DOCUMENTATION SHOWING MY STUDENT LOANS ACCOUNTS WERE IN FORBEARANCE DURING THE TIME THAT IS SHOWING LATE PAYMENTS. ON THE OTHER HAND THE GENERAL PAYMENT HISTORY INFORMATION THAT IS REPORTED IS NOT EVEN CORRECT OR ACCURATE INCLUDING THE ERRONEOUS LATE PAYMENT INFORMATION. THE PAYMENT HISTORY GOES FROM ONE MONTH BEING CURRENT TO THE NEXT MONTH BEING 90 DAYS LATE. HOW IS THAT POSSIBLE IF ALL INFORMATION IS SUPPOSED TO BE ACCURATE. NO ACCOUNT CAN GO FROM BEING CURRENT ONE MONTH AND THEN 90 DAYS LATE THE VERY NEXT MONTH. IT ALSO HAS MANY MONTHS THAT THEY DID NOT REPORT ANY INFORMATION, AGAIN HOW CAN THAT BE POSSIBLE? THAT DOES NOT MAKE ANY LOGICAL SENSE IN ANY FORM. I AM REQUESTING MY ACCOUNTS BE THOROUGHLY REVIEWED AND UPDATED WITH FULL PAYMENT HISTORY AND ALL LATE PAYMENTS BE REMOVED AS I WAS NEVER LATE ON THESE ACCOUNTS.
Company Response: Closed with explanation

Timely Response

2018-04-09

Hamburg, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I have been on the IBR program for about 5 years. In the beginning I was recieving my paperwork to recertify.,, Then it stopped. I was getting letters to recertify online. I do not do anything online at all and I never signed anything requiring me to do so. When I called AES, I was told that the government does not allow them to send the paperwork automatically anymore. I asked that my paperwork be sent out. Never received, had to call back. This was last year. I advised them to send my paperwork on time and I do not do anything online. They put me into forebearance and added {$7200.00} in interest to my principal balance. They did the same nonsense again this year only they billed me for the interest before the paperwork was even due. Once again I had to call back again to get the paperwork which took 18 days to receive. They are intentionally delaying the processing of my recertification so that they can bill the interest. I am going to dispute the loans and I dont believe these actions to be legal. It is my right to not have to be forced to put my information online at all. Also the school certified me for a degree that I can not even use. I will not pay anything for these student loans and I want them discharged immediately. I will not be a victim to crooked loan collection practices and anyone who is handling these matters should actually do something about it. Tired of a government that pretends to work for their people and glad we have a real President now so fix it. Im sure im not the only one complaining about this
Company Response: Closed with explanation

Timely Response

2018-04-09

Akron, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2018-04-08

Philadelphia, PA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2018-04-08

San Diego, CA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-04-08

Sacramento, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with non-monetary relief

Timely Response

2018-04-07

Lewiston, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have called and sent standing instructions on how to handle my overpayments and how they should be applied. They seem to always apply it incorrectly and then tell me on the phone they have to submit a request to get it sorted out. This is causing additional interest as the overpayments should be applied to the highest interest outstanding principal. Instead it is being applied evenly to the remaining loans. It seems like I have to call every billing cycle to get it fixed. Most recently my XX/XX/XXXX and XX/XX/XXXX payments were not applied as stated in my standing instructions that were sent and approved XX/XX/XXXX
Company Response: Closed with explanation

Timely Response