AES-PHEAA

2019-08-18

Bronx, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I previously submitted a complaint here (XXXX) and, as a result of CFPB's help, FedLoan approved a retroactive payment. The terminology used to refer to that payment is "PSLF override for XX/XX/19." I had to make that payment within one month of the override approval so during the month of XX/XX/2019 I made a total of two payments to FedLoan. One was my regular monthly loan payment and the second was the approved retroactive payment for XX/XX/19. FedLoan failed to properly credit my second payment as the "PSLF override for XX/XX/19" and instead counted that second XX/XX/2019 payment as my XX/XX/2019 regular monthly loan payment. That incorrectly put my account in "paid ahead" status. During the month of XX/XX/2019, after I received the incorrect billing statement stating I owe no payment for XX/XX/XXXX, I tried repeatedly to get FedLoan to correct the error. I wrote to them twice and called them twice. They did not fix the error nor did they respond to my communications. My billing statements for XX/XX/XXXX and XX/XX/2019 were also incorrect and showed that no payment was due as my account was in "paid ahead" status. I made my regular monthly payments in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. But because FedLoan has, once again, messed up their records, those payments will not count towards my PSLF total. I need FedLoan to properly credit my extra XX/XX/2019 payment to the approved PSLF override for XX/XX/19. Then I need them to correct their records with respect to XX/XX/XXXX, XX/XX/XXXX and XX/XX/2019 so that the payments I made those months are properly credited towards my PSLF total. Finally, I need FedLoan to ensure that the "paid ahead" status is removed from my account and that my XX/XX/XXXX billing statement is correctly issued reflecting my required regular monthly payment.
Company Response: Closed with explanation

Timely Response

2019-08-18

Carver, MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with non-monetary relief

Timely Response

2019-08-18

Northside, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I received a letter from FedLoan Servicing via email stating that my application for PSLF had been denied because I have not made 120 qualifying payments. According to my records I have made 120 payments. I consolidated my student loans to a Direct Student Loan under Income Based Repayment in XX/XX/XXXX. I have worked for my current employer, XXXX XXXX XXXX, as a XXXX XXXX XXXX since XX/XX/XXXX. I submitted numerous employer certification forms between XX/XX/XXXX andXX/XX/XXXX and was confident that I had the correct type of loan for PSLF and was working for an eligible employer. During the 10 year period my loan servicer changed from US Department of Education AFSA to XXXX XXXX XXXX XXXX XXXX. Recently my loan was purchased back by FedLoan Servicing at my request because I was nearing the 120 payment goal. Between XX/XX/XXXXand XX/XX/XXXX there were several years during which my expected payment amount under the Income Based Repayment Plan was $XXXX per month. Per the PSLF guidelines, $XXXX payments count toward PSLF. I am able to access records from XXXX that demonstrate my compliance with repayment terms from XX/XX/XXXX through XX/XX/XXXX. I also have documentation of my payments made to FedLoan Servicing from XX/XX/XXXX through XX/XX/XXXX. I am unable to access my loan information from XX/XX/XXXX through XX/XX/XXXX because my servicer during that time, US Department of Education AFSA, no longer exists. Despite my understanding that FedLoan Servicing has access to my entire loan history, they don't seem to be able to find it. I don't know what to do now?! But I'll tell you what I'm NOT going to do; sit around and wait! I will call FedLoan Servicing every single day. I will call XXXX to get as many records from them that I can. I will call my congressmen. I will call or email absolutely everyone I can think of who might be able to help me. I am hoping CFPB might help me. When I first learned of PSLF I thought it was a dream come true! It has turned into a nightmare!!
Company Response: Closed with explanation

Timely Response

2019-08-18

Euclid, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I am an XXXX XXXX XXXX XXXX in a XXXX XXXX XXXX XXXX - XXXX XXXX XXXX. This is my 13th year as a XXXX, but they are telling me I only have 3 years of qualifying payments toward the required 10 years of loan repayments. The program is unnecessarily tricky, and I was encouraged to utilize forbearance rather than counseled earlier to go with income driven. There was also some form that wasn’t filled out in order for years of payments to count. This is rubbish and it’s wrong. Please find a way to make this company correct the years that should count toward my loan forgiveness. Please help me!
Company Response: Closed with explanation

Timely Response

2019-08-17

South Florida, FL

Incorrect information on your report

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

Account information incorrect
Complaint: XX/XX/2015 I submitted my application for a repayment program I was previous apart of with Fed Loans Servicing. This was a yearly renewal which I completed over the phone with a representative then, logged into my online portal to electronically sign my application. The representative told me it may take a while for the renewal process to start so I requested to file a forbearance for the following three months XX/XX/XXXX through XX/XX/XXXX. The representative told me the forbearance was filed and I would receive a response in 10 days. I never heard back via mail or email regarding my forbearance or the status of my renewal application for my repayment program. Several weeks later I checked my credit report and discovered Fed Loans Servicing had reported all 10 of my accounts as late for 120 days. I was devastated when I saw this because my credit score dropped below 450 and I felt like my life was ruined because I was trying to buy a house at the time. Fed Loans Servicing never called or sent me a letter regarding this matter. The company never told me I had a payment due, what the amount was, and I never received information regarding my forbearance or application status. Prior to this negative reporting on my credit and prior to my application renew my monthly payment was XXXX dollars per month. I was in belief that I was in a forbearance period and that my monthly payment would remain XXXX dollars per month. I never expected Fed Loans Servicing to report on my credit a monthly payment amount of over 500 dollars. Unfortunately, due to miscommunication from the company my credit file was ruined and I was denied housing from an apartment complex after also being denied a mortgage loan.
Company Response: Closed with explanation

Timely Response

2019-08-17

Houston, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: In XX/XX/XXXX I applied for PSLF. I was placed in this program and my loans were all moved from XXXX to FedLoans. I made 40 payments from XX/XX/XXXX through that time. However, those payments have not been applied towards my number of qualifying payments. I have called customer service for the PSLF program and every time Ive been told that my loans are in a queue to be analyzed and decided on which payments qualify. When I first called in XX/XX/XXXX they said that sometimes it can be up to a year and to try again 3 months later. I tried in XX/XX/XXXX be they told me the same thing. In XX/XX/XXXX I submitted an employment verification form and was granted 8 months of qualifying payments ( it should have been approved, but 2 of them were with XXXX so they must go through this review process ). After these payments were granted I called in XX/XX/XXXX to enquirer why some counted and some didnt and when my review would take place. I was again told it sometimes took a year and I pointed out that it now has been a year for my account. They couldnt explain it further. I called again in XX/XX/XXXX giving them almost an entire year to process my account, but still nothing has been done to verify these payments. The past time I called I went over the details with a customer service representative who even said it looks like these count, but we just need to verify them through the program. It has now been 2+ years, and my payments still arent verified. Please force this company to have some accountability towards this program and count my payments. Every time someone calls the most they ever do is ask for my account to be reviewed, but so far this has never accomplished anything.
Company Response: Closed with explanation

Timely Response

2019-08-17

S Charleston, WV

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with non-monetary relief

Timely Response

2019-08-17

Lacey, WA

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

2019-08-16

Cleveland, OH

Dealing with your lender or servicer

Student loan: Private student loan

Keep getting calls about your loan
Company Response: Closed with explanation

Timely Response

2019-08-16

New Britain, CT

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

2019-08-16

Pasadena, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: In XX/XX/XXXX/XX/XX/XXXX of this year, I realized I could not pay the full amounts on the payments for my student loans. I applied for a PAYE arrangement and it seemed that it was granted, but the past-due balance was not updated or changed to reflect my new arrangements. I have been making monthly payments; the most that I can afford, but now I'm told that my account is delinquent.
Company Response: Closed with explanation

Timely Response

2019-08-16

San Diego, 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

2019-08-15

Silver Spring, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I spoke to XXXX ( employee ID XXXX ) FedLoan on XX/XX/2019 about the fact that my XX/XX/2019 autopay payment did not process as it was the weekend. The meno on the website specifically says If your due date fell on a non-banking day ( weekend or holiday ), it may have caused your account to show 1-5 days delinquent until your payment processes. If this did occur, your payment will be extracted on the next business day and will have no negative impact on your account or credit reporting. My understanding from this statement is that the payment should have been extracted on XX/XX/2019 as that was the next business day after XX/XX/XXXX. XXXX told me that it could really take up until XXXX XX/XX/2019, which directly contradicts the statement posted on the website ( see attached screenshot ). In reality, payment was not extracted until XX/XX/XXXX. Information provided by the website and XXXX contradict each other and FedLoan is the only company I have ever dealt with that causes a weekend payment to become delinquent. This should be unacceptable.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-15

Ft Belvoir, VA

Incorrect information on your report

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

Account status incorrect
Complaint: Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX To Someone That Can Help Me : I am submitting a complaint regarding serious life-changing issues that Ive been experiencing with my loan service provider, FedLoan Servicing. I graduated in XX/XX/XXXX, and immediately submitted a request to have my loans deferred. I submitted this request via fax, electronically, as well as via mail. I was informed by several representatives that my request had been approved in XX/XX/XXXX, and several others mentioned that my loan consolidation was changed and that I had to begin repayment immediately following my graduation in XX/XX/XXXX. Simply put, I was extremely confused as to how my loan consolidation was changed without my acknowledgement, and how could half of the staff inform me that my loans were deferred, and the other half mentioned that they werent? This has been an ongoing battle for months now. Between XXXX XXXX, I re-enrolled in school at XXXX XXXX University, in which I have provided extensive documentation to FedLoan Servicing, i.e., transcript evaluations, acceptance letter, course list, MPN submission, etc., to prove that I actually qualified to have my loans deferred. I was awarded federal financial aid, which also serves as proof that I have been enrolled in school for months. Because FedLoan Servicing refuses to grant me an in-school deferment, I have faced a serious life burden, in that that have illicitly reported to all three major credit bureaus that I have defaulted on my student loans in excess of {$93000.00}. This negative reporting has had a very serious adverse effect on my life. I have been withdrawn from the security clearance process with my current company, and I am facing possible termination due to the incorrect reporting that FedLoan Servicing has placed on my credit report, as I was required to submit a Financial Disclosure for the security clearance process. I have tried to resolve this issue for the past 6 months, but every representative tells me something different when I call and/or submit an email request. I have proof that my loans were actually approved for deferment, due to the incorrect reporting earlier in XXXX ( an Administrative forbearance was placed on my file because of this ). However, FedLoan Servicing has once again reported negatively to all three credit bureaus on XX/XX/XXXX, that I have defaulted on + {$93000.00} in student loans. I am completely disgusted with the way that I have been treated by FedLoan Servicing, and it is unacceptable. FedLoan Servicing has completely ruined my life, and refuses to remove the incorrect reporting status from my credit reports, which has caused my credit scores for all three ( 3 ) bureaus to plummet in excess of 100+ points. I even have proof that the loans were never in default, as a recent report from XXXX shows that they just reported it as defaulted by 90 days, but during the 90 days, it also shows as paid. I have also submitted 5 electronic requests since XX/XX/XXXX for an in-school deferment. This company refuses to take responsibility for their illegitimate, inaccurate reporting to the credit bureaus. I have practically begged FedLoan Servicing to remove the negative marks from my credit reports, but they continue to give me the run around or refuse to respond to my written requests. I am losing everything because of FedLoan Servicing negatively reporting to the credit bureaus, when by federal law, I had the right to an in-school deferment and/or forbearance. This company needs to be stopped and held accountable for ruining peoples lives, and refusing to take ownership for their errors and poor customer service in trying to resolve mistakes that they have made. It is completely unfair and unethical to be treated in this manner by FedLoan Servicing. Very respectfully,
Company Response: Closed with non-monetary relief

Timely Response

2019-08-15

Knoxville, TN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have had issues with the servicer My Fed Loan Servicing not communicating in a clear or consistent fashion. Two IDR recertification processes in a row now they have either not sent reminders, or failed to send follow up communication that they themselves committed to send. The first time this happened this caused me to be kicked off the IDR plan and charged a monthly bill that I could not pay, and I was told by the servicer that I would have to either pay it or not pay it, and that if I did not that interest would be capitalized. I had to take the latter option due to being unable to pay that amount, and it took 3-4 months for the servicer to get me onto a IDR at that point. This year, the servicer sent a communication on XX/XX/19 that in the first two paragraphs was very clear : get ready to recertify in a couple of months, AND look for another letter from us for instructions about how to do so. That letter with instructions never came, and only because I recently had a income change did I log in to look and see if I needed to report the change, and by chance found on the account that the deadline for recertification was XX/XX/19. When I called the servicer, they pointed out that the initial letter from XX/XX/19 did indeed have that XX/XX/19 deadline in the body of the letter, though it was absolutely buried amongst MUCH less important information, towards the middle of the letter. He did not explain or take any responsibility for why the follow up with instructions never arrived. Regardless, the first part of the letter is clear ; WAIT for our letter with instructions, a letter that never came. If I had waited, I would have again been in the same predicament as last time, having interest capitalized, for a simple issue that is easily resolvable without significant cost on either party 's part, not to mention completely avoidable if communication is clear, not obfuscated and actually sent. To be clear, the servicer did NOT take any responsibility for any of these issues at any time.
Company Response: Closed with explanation

Timely Response

2019-08-15

IL

Took or threatened to take negative or legal action

Debt collection: Federal student loan debt

Threatened or suggested your credit would be damaged
Complaint: I repeatedly tried to fax them information, verify information, and have processed information for student loan forgiveness, student loan consolidation, and income driven repayment. They continually did not process information in a timely manner, could not tell me if they received information, needed me to send information excessively ( faxed daily for over a month ), and overall mismanaged my account to the point where I should been on year 7 of student loan forgiveness and I am currently on roughly the 3rd year which they state can not be corrected in any way.
Company Response: Closed with explanation

Timely Response

2019-08-15

Mount Olive, OH

Incorrect information on your report

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

Account status incorrect
Complaint: At the beginning of XX/XX/2018, I had finished my 9 month loan rehabilitation program and my student loans were transferred to Fedloan Servicing. I did not receive any sort of letter until I went through my spam mail and found the notice. The new terms of my payments were to be 3 payments, XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX, of the same rate as my rehab, {$63.00}, then transition to normal income based payments of {$110.00}. I made one payment of {$120.00} to cover the first two payments due to me finding out a month late that fedloan took over my account. Once it came time to make my third payment, fedloans site said that the 3rd payment was over {$500.00} instead of the {$63.00} it was supposed to be in my repayment agreement. Initially I had sent an email request, the first one on XX/XX/2018, through the site multiple times to address the issue with no response. It was difficult for me to find time to call due to work schedule. Finally on XX/XX/XXXX I was contacted through email by a Fedloan agent named XXXX, who offered no help and told me all I could do is put in a forbearance or deferment request to fix my late account. At this time she stated my past due was {$630.00}, which was XXXX incorrect bill of over {$500.00} and XXXX of {$110.00}. Finally in XX/XX/XXXX I was able to get someone who did more than just stat my bill was due. After going through everything she realized there was a billing issue and advised to place a deferment on the account backdating to the XXXX bill to essentially removed the due amount, and begin fresh the next month on the {$110.00}. Towards the end of the call the phone line went dead, at this time I assumed that the order was put in and my account would be fixed. Once XX/XX/XXXX came around nothing had changed on the account and it was still past due for upwards of {$900.00} at this point. I called back into Fedloan, explained everything, and after working with a service rep who called multiple departments including Billing to verify that the issue was on their end, she essentially said that the billing department recommended to put in a forbearance, to fix the account backdated to XXXX, to clear up their issue, and start it back at the {$110.00} payment. Originally I was opposed to this idea because during the forbearance, interest would still accrue and that wasnt fair to me, but they said it was all they could do, instead of just fixing the amount due for XXXX. So the rep put in the request for an administrative forbearance, to cover from XXXX to XXXX, then did a normal Forbearance to clear up to XXXX. No idea why all the way to XXXX, but I just took the solution and left it at that. In XXXX, Fedloan reported to all Credit company 's that I had a missed/late payment in XXXX. This is showing 9 times for the 9 different student loans on the account. Since then I have submitted multiple disputes both directly to the credit bureaus and, after contacting Fedloan multiple times, submitted the dispute form sent to me by the service agents directly to the fedloan credit department. Every time it comes back as resolved and with no changes. Recently I have spoken to 2 supervisors at fedloan who went through my account and all the notes and both told me that there WAS an error on the account and they were going to submit an email/form to the credit department at fedloans end to reexamine and remove the late payment. Today I received yet another email stating that they were not changing what had been reported. Now I am filing complaints against Fedloan to hopefully get this resolved as THEIR messup is costing me tons of interest and keeping my credit score low showing 9 missed payments. Almost all of the documents on my account showing any responses, requests, or my initial loan terms, has been removed from my account as well, so I can not download most of the proof, except what I currently have available in my email. I'm attaching the forbearance letter clearly showing the Administrative forbearance put in to resolve their mistake, the confirmed receipt of my first contact attempt, as well as the first email I received showing my attempt to resolve well before the XXXX resolution.
Company Response: Closed with explanation

Timely Response

2019-08-15

Beyersville, TX

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

Student loan: Federal student loan servicing

Problem with personal statement of dispute
Complaint: Sent a dispute on XX/XX/2019 requesting validation and hearing regarding a letter I received from PHEAA threatening garnishment. I received a response back on XX/XX/2019 with proof that the debt is not as much as being reported on all three credit bureaus. PHEAA is reporting my balance as {$55000.00} I received a statement only showing {$29000.00} and that amount I do not feel I owe. No printout of interest, no breakdown of classes I had taken showing why my balances are {$29000.00}. My credit report is not accurate, and I requested correction a fair hearing to make the adjustments as necessary. ( This account is for the Puerto Rico division only ). Also, in my letter I sent a request to no longer contact me by phone and I'm getting constant phone calls still by personal. Violation of Cease and desist as given in my last letter. Please see attached letters to this file. POA on file for my acting agent, XXXX XXXX.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-15

Reading, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I graduated from XXXX on XX/XX/2019. I was supposed to be in a 6 month grace period until payments start. I am also a transfer student and begin XXXX College for more than 1/2 time on XX/XX/19. Unfortunately, FedLoan ignored the grace period and has been harassing me since I graduated and demanded payments begin on XX/XX/2019. My mom, XXXX XXXX SS # XXXX, also has a ParentPlus loan with FedLoan and she is having the same issue so I am filing this complaint for both of us. I have updated my " transfer '' status numerous times beginning on XX/XX/2019 only to receive the following response : " Thank you for using the school/grace update feature! Generally, we receive weekly updates from your school automatically, but it may take some time for your in-school status to be confirmed. This update can happen before you start school or in some situations not until you've already started your new classes. If we don't hear from your school closer to your class start date, we will follow up with you to provide next steps if needed. '' I have also followed up with an email explaining my situation ; however, I have never received a reply to my emails to customer service : " XXXX Thank you for contacting us! We received your School Enrollment Status question, and will get back to you as soon as possible.In the meantime you can review your account details through Account Access. '' My credit report has been affected. Bottom line, regardless of my school notifying FedLoan, I was supposed to be in a 6 month grace period and FedLoan completely disregarded. Not to mention, XXXX has notified FedLoan that I transferred to XXXX and will begin school on XX/XX/2019.
Company Response: Closed with explanation

Timely Response

2019-08-15

Stevensville, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am having issues using my XXXX XXXX XXXX XXXX and XXXX XXXX payment of interest during my time of service with my student loan provider ( FedLoan ). I submitted an interest payment request through my.americorps.gov portal on XX/XX/2019 and it still shows " pending institution action, '' institution being FedLoan. I sent an email to FedLoan last week about this issue and have not hard back. Before my student loan provider was switched to FedLoan, I had no issues with XXXX processing requests very quickly from my.americorps.gov XXXX. I worry about how long this request has taken and how it will impact possible capitalized interest.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-15

Watkins, CO

Incorrect information on your report

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

Account status incorrect
Complaint: I called the agency in XX/XX/XXXXand had payments deferred on the account as I had lost my job with my employer. In XX/XX/XXXX I noticed that late payments were being reported and contacted the agency again. When I spoke with them they stated that they were fix the late payment records to reflect them being deferred. As of now I show late payments for XX/XX/XXXX-XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2019-08-15

Mechanicsville, VA

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

2019-08-15

Clarksville, MO

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I have a student loan with FedLoan Servicing. I am a part of their PSLF program and their income-based repayment plan. Every year they ask me to submit my income and expenses, so they can re-calculate my monthly payment amount. A few months ago, they informed me that my payment would once again double ( from {$90.00} to {$180.00} a month ). I inquired how this came to be and was told by one of their customer service agents that I should switch my income-based repayment plan. They proceeded to ask me personal financial questions and said my payment would be reduced to $ XXXX {$130.00} per month if I took their advice. I did so and just received an email stating that my new payment would be {$500.00} a month. I am beside myself. I feel misled. I choose to put my loans into forbearance while they calculated this and now I don't know what to do. I don't trust FedLoan not to screw this up even worse. Meanwhile, my interest on the loan keeps accruing which means my balance continues to rise ( which I am confident will raise my monthly payment ) because of their incompetence/predatory lending practices. After reading some of the XXXX complaints that sound like my situation, I wouldn't be surprised if this balloons into a class action suit one day.
Company Response: Closed with explanation

Timely Response

2019-08-15

Beyersville, TX

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: Missed payments in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. But on my credit report it states I have a total of 54 missed payments, not 9.
Company Response: Closed with explanation

Timely Response

2019-08-15

Chicago, IL

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