AES-PHEAA

2019-08-15

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 non-monetary relief

Timely Response

2019-08-15

IA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I am a XXXX XXXX XXXXr and have applied for PSLF. My verification of employment was approved on XX/XX/XXXX. I was told it would take up to 90 days to process and count the number of qualifying payments have already accrued. As of today XXXX, XXXX, XXXX, this has not been done. I have repeatedly emailed FedLoan to ask when this will be completed and they keep telling me it takes time. I would like this to be completed so I know how many payments I have left before I qualify for loan forgiveness.
Company Response: Closed with explanation

Timely Response

2019-08-15

San Diego, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am making payments on my student loan to Fedloan towards Public Service Loan Forgiveness. This is a program in which your debt can be forgiven if you make 120 on-time monthly payments while working for a non-profit. Annually I file a certification form certifying my payments as qualifying towards forgiveness. During my last certification in XX/XX/XXXX I was informed that the payments I made of {$200.00} in XXXX, XXXX and XXXX of XXXX were not counted towards PSLF. This is a mistake as I made the payments on time and have been employed at the same non-profit where I work now for over 3 years. I called Fedloan and brought this to their attention in XX/XX/XXXX after I reviewed their records and discovered their error. I have not heard back from them in the 6 months since then. I called them about this today and was told it has not yet been reviewed and they could not give me a timeline of when it will be reviewed. In XX/XX/XXXX I also requested a list of the dates of all payments currently being counted towards PSLF and have not yet been provided this list. I had a similar terrible situation previously with Fedloan where payments were not counted in error. This was eventually resolved, but it took over a year. I called and emailed Fedloan over 20 times during that year and I could never get them to review their error. They only finally resolved the matter after I asked my congressman to contact them. I am very confident Fedloan has no intention of reviewing the errors on my account ever unless they are forced to by the CFPB. Fedloan is absolutely the worst company I have ever had to deal with. Thanks for your help.
Company Response: Closed with explanation

Timely Response

2019-08-15

New Orleans, 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

2019-08-15

Scottsbluff, NE

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

2019-08-14

Philatelic Center, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am in the Public Service Loan Forgiveness Program. I have been working at either a 501 ( c ) 3 or government agency since XX/XX/XXXX. In XX/XX/XXXX, I was working at XXXX XXXX XXXX 's XXXX XXXX, a nonprofit that represents XXXX in XXXX XXXX. I was hired at a new job working in the XXXX XXXX in the XXXX XXXX XXXX XXXX XXXX XXXX. There I would be helping people who can not afford to hire attorneys with their court cases. My last day at XXXX was a Wednesday, XX/XX/XXXX. I took TWO WORK DAYS off between my old job and new job. My first work day at the XXXX was Monday, XX/XX/XXXX. My student loan payment has always been due on the XXXX of the month. In XX/XX/XXXX, that fell on a Sunday. As it happens, my payment was actually a {$0.00} payment since I made so little money at XXXX. Because my " payment '' was submitted on the XX/XX/XXXX, FedLoan Servicing now says that payment doesn't count toward my 120 on-time payments for PSLF. I think this is absolutely ridiculous given that I was employed at a qualifying employer for the entire month of XX/XX/XXXX( minus two work days ), and the fact that my payment happened to fall on the weekend between jobs should not be held against me. I have reached out to them both by phone and email, and asked that they solve this problem, and they refuse to do so. I am positive they could retroactively change the day my payment was due for that month in order to allow me to get credit for that month of payment, and believe that is the only fair outcome. There is no rule that says that payments must be due on the XXXX of the month, and the fact that my start date at my new job happened to fall on the XXXX should not be determinative of when I can request forgiveness of my loans, given my obvious dedication to the public interest.
Company Response: Closed with explanation

Timely Response

2019-08-14

Oxford, GA

Incorrect information on your report

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

Account status incorrect
Complaint: Last night I was on XXXX XXXX and my credit scorXXXX was at a XXXX for XXXX and a XXXX for XXXX. To make sure that I was looking at the credit raise and to ensure that it was indeed mine I checked all the accounts to makes sure that it was all mine and all information was correct. I even logged out and logged back in to make sure I wasn't losing my mind. I saw that my payments for my student loans had decreased by overall debt balances and so I was on a great track. Then, suddenly within an hour 's time I logged in the XXXX XXXX again to show my husband that my score had been raised and my score was no longer at a XXXX for XXXX and XXXX for XXXX but at a XXXX and XXXX and there was no reason given for the change that had just took place. There was no added inquiries nor new information about a collection added or anything. This is highly upsetting due to the fact that my husband and I are trying to purchase a home and I have been trying to working on my credit for the past 5 years. I am finally in a place where my credit can reflect that and I thought all of my hard work paid off. XXXX XXXX has done this to me before and I can not call them to and it takes two to three business days for a support representative to reach back out about this. I need for this to be rectified.
Company Response: Closed with explanation

Timely Response

2019-08-14

Barnsboro, NJ

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

2019-08-14

Colts Neck, NJ

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

2019-08-14

Bham, MI

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-08-13

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I applied for the PSLF program back in XX/XX/XXXX. After countless hours spent on numerous follow- up phone calls for a year and half, I finally got my " qualifying payments '' statement. This is only after a complaint filed with the CFPB. On XX/XX/XXXX, a statement was mailed stating that I only made 2 qualifying payments between XX/XX/XXXX to XX/XX/XXXX. However, according to my records I made a total of 7 that should be counted towards PSLF ( see attached receipts and bank statements confirming transactions ). When I called Fedloan, the CSR told me that my first payment was due XX/XX/XXXX and since I did not make payment until late XXXX, I was late and therefore that payment and all others do not count for PSLF. However, according to my records, my first payment was not due until XX/XX/XXXX so all payments were made on time. The CSR told me to scan and upload all my evidence and she would file appeal. I asked her how long it could take and the response was it could take up to the same amount of time as the initial processing time- a year and a half! I told her this was their mistake and I should not have to wait another 1.5 years for a response to the mistake they made ( and I only got a response of my qualifying payments because I filed a complaint with the CFPB- it could have taken even longer if I did not file complaint ).
Company Response: Closed with non-monetary relief

Timely Response

2019-08-13

FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Please see unresolved issue in complaint XXXX where company stated they were " still working on '' accurately reflecting my payments toward PSLF. Dear Directloan, as my primary concern indicated, your dates for my employment are consistently wrong, and you have rejected my numerous attempts to have you correct same. Even when I follow the direct instructions of your representatives. Again, I left state service in XXXX of XXXX. Since I consolidated, I have always been in an IDR plan. Incidentally and secondarily, I have always paid my balance of $ XXXX {$380.00} and that is what I am able to afford. jumping from {$380.00} to {$1100.00} or even {$830.00} in one month is unconscionable and unrealistic for a single income household. I am attempting to rectify this situation. My primary concern is that I should be just a couple months short of PSLF eligibility based on my consolidation from XXXX into DirectLoan/FedLoan. Specifically, I worked for the Office of the State Attorney for the State of Florida from XX/XX/XXXX until XX/XX/XXXX ( 6 years ). I then worked for the Office of the Attorney General from XX/XX/XXXX through XX/XX/XXXX ( 4 years ) for a total of 10 years. All of this information is public record, and I also have wage verification in the form of W-2s and tax information. I have submitted employment verification for you to update this information ( for which I have proof of submission multiple times after XXXX ). In fact, I have sent in that form as recently as last month, and again it has been rejected because you state the employment section is not filled out, even though I checked the box to have YOU contact state HR since I am no longer employed there and am unable to have it verified as per their policy and following the instructions on the form and directly from your representative.
Company Response: Closed with explanation

Timely Response

2019-08-13

Marietta, GA

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

2019-08-13

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am in the Public Service Loan Forgiveness program. I have been continuously employed at the same institution since XX/XX/XXXX, have made all scheduled payments, and have submitted annual employer verification forms. I have kept records of all my payments On XX/XX/XXXX received a " Pslf Qualifying Payment Update '' after submission of my annual employer verification form. It accurately listed 14 qualifying payments between the period of XX/XX/XXXX - XX/XX/XXXX. Today ( unprompted ) I received another " Pslf Qualifying Payment Update '' that counts only 2 payments in that same time period XXXX XX/XX/XXXX - XX/XX/XXXX ). I do not know why they are counting 2 instead of 14. Again, no changes in employer or payments or any reason at all why 12 payments should not be counted! It appears the reason why these payments are not counted is because in spite of the fact that I submitted annual requests to avoid " in school deferment '' of my loans ( most recently, submitted " School Related Deferment Waiver '' on XX/XX/XXXX and received confirmation by phone on XX/XX/XXXX that it had been approved ), they *retroactively* put me into School Related Deferment beginning on XX/XX/XXXX, *retroactively* counted my on-time payments therefore as " pay ahead, '' and therefore are not counting them toward public service loan forgiveness. This is an absurd abuse of the In-School Deferment Waiver ( which I did not want or use and which I clearly attempted to waive in writing using their online form ) in an attempt to assure I do not receive Public Service Loan Forgiveness. Can you assist me in removing this unwanted, retroactive in-school deferment and assuring that my accurate count is reinstated? Many thanks, XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-08-13

New Rochelle, NY

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

2019-08-12

Arco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: In XX/XX/2018, I had filed my initial XXXX complaint because, among other things, the Fedloan Service had incorrectly capitalized the interest on my account due to a processing error. After my complaint, I had received notice that on XX/XX/2018, a request was submitted to reverse the incorrect interest capitalizations. However, 15 months later, there has been NO progress on this. I have called approximately 5 times, each time a representative has confirmed that no progress has been made and that they will " make a note '' to reverse the incorrect capitalizations. I last spoke with a representative named XXXX ( ext XXXX ) though I believe there is no plan to actually correct the process error.
Company Response: Closed with explanation

Timely Response

2019-08-12

Garrett Park, MD

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I submitted my first set of paperwork for verification of loan payments in XX/XX/XXXX. At this point my loan servicer was changed from XXXX ( had been others ) to FedLoans. As of XX/XX/XXXX Fedloans has still not been able to verify any of my SIX years of loan payments. I have called innumerable times and every time I call they tell me that they don't know when they will be able to verify my past six years of payments. I have made every payment on time and by the book so it is extremely troubling and anxiety provoking that after 2 years of being with Fedloans they are still giving me the run around and can not verify these payments.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-12

Five Points, NC

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

2019-08-12

VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: On XX/XX/2019 I uploaded my tax information ( 1040 ) in the FedLoan Servicing portal as part of my Income-Driven Repayment Plan 's annual recertification. I was told ( I believe on XX/XX/XXXX ) that my recertification was denied because I did not provide the correct information. I reapplied by sending in my pay stubs, but this too was denied. On XX/XX/XXXX and XX/XX/XXXX I called and spoke to two different customer service reps for Fed Loan Servicing. Both confirmed Fed Loan Servicing has my 1040. The woman I spoke to on the XXXX even looked at them with me. We found that whomever was reviewing my case simply was not scrolling down far enough in the document to get to my 1040 ( verifiable by phone recording ). I was denied again on XX/XX/XXXX. I called again on XX/XX/XXXX and we went through the same thing where the customer service rep looked at the file with me and found that whomever was looking at the file simply did not scroll down far enough to see my 1040 and my gross income. I asked if there as anything I should have done differently and the rep told me no, I have done everything I'm supposed to do correctly.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-12

Austin, 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

2019-08-12

Ridley Park, PA

Incorrect information on your report

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

Account information incorrect
Complaint: there not reporting my Fed loan account to credit bureau
Company Response: Closed with non-monetary relief

Timely Response

2019-08-12

Kearney, NE

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 non-monetary relief

Timely Response

2019-08-12

WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I was on an IBR ( Income-Based Repayment ) plan for my student loans with FedLoan, my student loan servicer ). Everything was going just fine and then my loan went up due to my income increasing and it became quite difficult to make payments. I looked at the financial aid site about different possibilities of repayment plans. I found one that I thought might give me a better monthly amount. I contacted my student loan servicer back in XXXX or XXXX and requested the extended fixed payment plan and was given an amount less than the current XXXX {$540.00} that I was then paying. I proceeded to request the plan and thought very little about it. By XXXX or XXXX, I found that they hadn't been withdrawing the money from my account and my payment was significantly higher than the estimate that I had received previously. I called back up and spoke to by a rep who had no clue about my account, the direct debit or why my account was at the amount it was. After several frustrating minutes with this rep, I asked to speak to her supervisor. I was transferred to some guy who seemed to be very proficient at what he did. He verified that I was eligible for all of the payment options I wanted and that I had made my payments as agreed and that I could have all of my accounts on the extended fixed payment plan. He stated that he would escalate my account through the system, told me that I would be paying XXXX {$71.00} for the next couple of months by direct debit and that by XXXX I would be on the Extended Fixed payment plan for all of my loans. He did say that the website would take some time to update, but not to worry. I had been checking the website and Fedloan had quit taking my payment after XXXX, and now stated that my account was past due and that my next payment was almost {$3000.00}. I called back today and was told that they could no longer offer me the payment plan that I was given previously due to a payoff date on one or more of my loans and that if I wanted to keep on the Extended fixed payment plan, I would be at XXXX XXXX {$2500.00} per month. I had to head back to work and terminated the call due to being very frustrated. I decided to call back and was given another rep who informed me that my account had been put in forbearance for the month and that my payment plan had all been worked out including any loans that didn't work with my request for the extended fixed payment plan and that my combined loan payment would now be ~ {$1200.00} per month. When I asked how that number was generated, the guy just gave me some mumbo jumbo that made absolutely no sense and didn't explain how the number was generated. When I told the guy that he was not helping me, he just said, " sorry ''. I asked to be transferred to his supervisor who turned out to be just another rep who had no clue how the number was generated and said that it was a " XXXX '' in the computer, but that she did not know the math for how the number was generated and that it was an estimate. When I asked to speak to her supervisor, I was told that she didn't have a direct supervisor there and that no one would call me back. In the end, these guys are holding me hostage to a payment plan that is significantly higher than I can afford, I've received nothing but the runaround and bogus estimates and finally informed that I need to go back to my IBR plan and there is nothing else they will do for me. Please assist. These guys are very dishonest and extremely unhelpful. I'm fairly certain if I called back, I would get a different number, as that has been the case every time I have called them.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-12

Newnan, GA

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 the Loan Servicer has not applied monthly over payments directly to principal. I notified the Loan Servicer multiple times. On one occasion, the Loan Servicer stated it would make the adjustment going forward. However, the Loan Servicer never did.
Company Response: Closed with explanation

Timely Response

2019-08-12

Fertility, PA

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response