AES-PHEAA

2019-06-12

New Orleans, LA

Written notification about debt

Debt collection: Federal student loan debt

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

Timely Response

2019-06-12

Santa Clara, UT

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I have been trying to do IDR. I have worked for a Non Profit hospital for XXXX years. I have asked several times what I need to do to have the loans absolved since I have worked here for that many years. Was never told about the IDR. It was my coworker who helped me last year figure out that i wast on that and needed to be. When I asked about it I got the run around with what form to fill out. Last year I had a payment of XXXX. and they said that they would start my XXXX year write off time frame from then, even though I've been with my company so long. I recently redid my stuff showing Im still employed and my payment has gone to over {$700.00} and they haven't counted any months towards the idr to write them off. What do I need to do to get that counted towards that or is there any way of going back to my start date to have those absolved.
Company Response: Closed with non-monetary relief

Timely Response

2019-06-12

Kingstree, SC

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

2019-06-12

Brentwood, TN

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: During my days in school, I wasn't informed about any payments on my loans. I have an inaccurate amount of late payment remarks on 4 opened and 1 closed account. I recently have gone through hardship due to one of my family members dying and losing my job. I'm also having problems making a few payments.
Company Response: Closed with explanation

Timely Response

2019-06-12

Taft, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Fed Loan services is a horrible company to deal with. I have actively been paying on my loans for 6 years. I have to call 3-4 times a year to correct mistakes they have made. Every time I call, I get incorrect information from every employee who answers the phone. I am actively working toward PSLF and have been making on time payments. My pay as you earn is calculated yearly and the amount each month has ranged anywhere from {$95.00} to {$520.00} which makes me wonder if they are calculating correctly. I have 2 years of qualifying payments from an eligible employer from XX/XX/XXXX-XX/XX/XXXX and they " lost '' my PSLF application. I have to go back to that hospital and have the HR department fill it out again ( I kept a copy so I will be sending that in, too ). I am now enrolled in a XXXX 's program and my employer is paying the cost of attendance. Fed loan received my enrollment status as half time inXX/XX/XXXX and placed my loans in deferment without my permission. I filled out a form saying I want my loans to stay in " repayment status '' and uploaded it to their system online. I was told by an employee that it was received and has that information has been posted to my account. In XX/XX/XXXX, I received a notice that said my status has changed and I no longer qualify for my repayment plan that qualifies for PSLF. I call them on XX/XX/XXXX. I ask for my loans to be placed back in repayment status I do not want them to be deferred and they need to reinstate my payment plan. I make it clear I want ALL payments to go toward PSLF. As far as fed loan services is concerned, I am not in school. I am told ( by XXXX ) it will have to be reviewed. My request will be expedited and I should hear something in 1-2 business days and I will receive an email. 9 days later ( today ), I still have not heard back. I call back and speak with XXXX. who tells me that my loans are not in deferment, they are in " in school status '' and I can not change that until I have met my 6 month grace period and this is a rule set forth by the Department of Education ; I have no recourse, I just have to wait the 6 months. I inform XXXX that I have been out of school since XX/XX/XXXX and my grace period ended in early XX/XX/XXXX. I have financial documents that back this up. He puts me on hold. He comes back on the line and states my account does not indicate I ever had my grace period. I remind him that Fed Loan took over my account from XXXX XXXX when I filled out my first PSLF paperwork ( I am sorry I ever did that ). Their information is incorrect and we need to call XXXX XXXX right now and clear it up. I also tell him I am happy to send him my financial documents. He readily admits I have been given incorrect information by other employees. He states my deferment request that I uploaded in XX/XX/XXXX was never been posted to my account because I uploaded it as general correspondence. I remind him that my loans came out of deferment so someone must have made the changes to my account. Now he states it is possible to put my loans back in repayment status but only after I have met the grace period of 6 months. They will have to review my account and make a determination to see if I really had a 6 month grace period and if I did not complete all 6 months, then I would have to wait another 6 months before my loans can be placed back in repayment status. XXXX said that there is no way I can pay on my account and have the payments count toward PSLF at this time. I remind him, rather loudly, that all I want is to pay my student loan bill. I find it astonishing that you have a willing tax payer who wants to pay their loans and they won't take my money. He states there is nothing he can do, it is the law and Congress will have to be the one to change that. I ask for contact info for the Department of Education and he told me that I can not speak to anyone there, I must deal with the loan servicer and that is them. I tell XXXX that Fed loan servicing is inept and by his own admission, gives out faulty information. nothing any of them say can be trusted. The entire company needs to be on the same page and if employees do not know what they are talking about they should not try to " wing it. '' He states the review of my account should take 7-10 business days to determine if I went through my original grace period in XX/XX/XXXX. I should receive an email with the information. XXXX is not able to provide useful information, nor correct my problem. He is the 5th person I have spoken to in 9 days. I strongly believe that Fed Loan servicing is putting my PSLF in jeopardy with their inept handling of my account and their across the board incompetence in providing correct and valuable information. I am considering hiring a lawyer to address this problem. I plan on paying them with my student loan money that Fed Loan services refuses to take and post to my account. I need guidance. I would prefer my loans be transferred to another loan servicer who has competent employees, however, I just read the PSLF is ONLY handled through Fed Loan Servicing which means my life is going to continue to be XXXX when dealing with these people. ALL I WANT IS TO PAY MY STUDENT LOANS ACCORDING TO MY INCOME DRIVEN REPAYMENT PLAN THAT WAS RECALCULATED IN XX/XX/XXXX AND FOR MY PAYMENTS TO COUNT TOWARD PSLF. I found this on Fed Loans website : Although it's not required, some borrowers like to make payments on their loans while in school. This is a great way to save in the long run and may help to create lower monthly payments and less to be repaid over the life of your loans.
Company Response: Closed with explanation

Timely Response

2019-06-12

FL

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: In XX/XX/2017, I was contacted by XXXX XXXX to consolidate my student loans. I was informed that this consolidation would not impact my Chapter XXXX bankruptcy. Unfortunately, the representative did not know what he was talking about and it definitely affected by Chapter XXXX status. I was immediately put into repayment status. However, when I contacted them to explain the mistake, they admitted that I was misinformed and stated they were unable to provide me any assistance since it was too late to reverse the consolidation. I was furious, but felt my hands were tied. Then, I attempted to contact them again to begin making repayments under the income-based plan. I was again informed that they made a mistake and consolidated my student loans with a small Parent PLUS loan taken on behalf of my daughter. Again, there was nothing they could do but offer me further forbearances. I am never going to pay back my loans as a XXXX XXXX XXXX without additional assistance. My loans are doubling with interest and no one is taking responsibility for their mistakes. I have attempted to work this out with the lender but they are not willing or able to correct this outrageous grievance.
Company Response: Closed with explanation

Timely Response

2019-06-12

KY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been paying my student loans since XXXX and plan on applying for the public student loan forgiveness program. My payment counts are inaccurate after multiple attempts contacting fedloan servicing to fix the payment count. My loans were initially under XXXX in XXXX ( through XXXX XXXX and consolidated ) and transferred to fedloan servicing in XXXX.
Company Response: Closed with explanation

Timely Response

2019-06-12

San Antonio, TX

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: On XX/XX/2019 a letter was sent to fed loan in regards to a consolidated loan/deferrment that was approved but does not reflect on credit reporting. Account shows current however in credit reporting shows 90 days late
Company Response: Closed with explanation

Timely Response

2019-06-11

GA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

You never received your bill or did not know a payment was due
Complaint: I was shocked when I reviewed my credit report and found 120 days late payment on the dates XX/XX/2018 to XXXX 2018. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Timely Response

2019-06-11

MA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I transferred my student loans from XXXX to Fedloans in XX/XX/XXXX, since I am going through the PSLF program for loan repayment. I started making payments in XXXX and so far Fedloans has not been able to give me a accurate amount of qualifying payments. I have been waiting since XXXX of XXXX to get the number of accurate qualifying payments I have made thus far. I have been calling periodically to see what the status of the payment count is, and I have been told they can not tell me how much longer it will take and that there is nothing I can do about it. So far the only payments they have accounted for, are the payments from when I transferred my loans to Fedloans, until I requested a payment count XXXX of XXXX. It does not seem right to have to wait for over 17 months to get to the bottom of this
Company Response: Closed with explanation

Timely Response

2019-06-11

Louisville, KY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been making qualifying payments regarding public service loan forgiveness since XX/XX/XXXX. The initial lender was XXXX XXXX XXXX XXXX. The lender was changed to XXXX XXXX in XX/XX/XXXX. The final change to the current public service loan forgiveness through the federal government was in XX/XX/XXXX. In that time they have been unable to correctly quantify/acknowledge the number of qualifying payments towards the public service loan forgiveness, despite having the account under review for over a year and a half. They currently have 61 payments accounted for, this does not account for the first three years of loan payments through the direct loan servicing center ( XXXX )
Company Response: Closed with explanation

Timely Response

2019-06-11

Arden, DE

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-06-11

Kingsley, KY

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

2019-06-11

Grosse Ile, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I am waiting for a recount of my qualifying direct loan payments which count towards public student loan forgiveness. I requested the recount in XX/XX/XXXX, at which time they told me this would take a year, and it is now XX/XX/XXXX and the recount has still not been performed.
Company Response: Closed with explanation

Timely Response

2019-06-11

Everett, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: There are 21 months of payments that were not counted for the PSLF program after Fed Loans took over the loans from my servicer. I have been told that it would be updated, and each time I call I am told to call back for later updates, I.e. wait a few more months, that my analyst no longer works there, etc. My last mail notification states the qualifying payments has been modified ; however, it has not changed. I have emailed, called and been given misinformation with continued no resolution.
Company Response: Closed with explanation

Timely Response

2019-06-11

MO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Over the past 2 years, I have tried to get a correct number count for public service loan forgiveness ( PSLF ). I first called on XX/XX/XXXX because my PSLF numbers were not correct. This was not correctly input into the system after my call so when I called again on XX/XX/XXXX they proceeded to place it in correctly. I have called multiple times and there is no timeline to get my numbers correctly placed though administrators are able to see " correct '' vs " incorrect '' payment months each time I call. One month ago, my loan " split '' for no reason. I had two loans with FedLoan and it then became three. I never asked for my loans to " split '' but it happened. After doing that, I lost ALL my PSLF payments ( before I had some payments, just not the correct count. ) I have contacted the company multiple times but they just keep saying there is no timeline and they will mail me my info when it is done. I believe 2 years is an extremely unreasonable amount of time to wait to get correct information which administrators are able to see immediately.
Company Response: Closed with explanation

Timely Response

2019-06-11

Ocklawaha, FL

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

2019-06-11

GA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: I was shocked when I reviewed my credit report and found 180 days late payment on the dates XX/XX/XXXX to XX/XX/XXXX. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Timely Response

2019-06-11

West Newfield, ME

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

2019-06-11

OK

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I have student loans through fed loans. They have miscalculated how many payments count towards federal student loan forgiveness and I have waited 18 months for this to be updated and they continue to refuse to update my account to correctly reflect my number of payments. All three of my loans should have the same number of payments and payoff date and they continue to not update for over a year despite phone calls and emails.
Company Response: Closed with explanation

Timely Response

2019-06-11

Newark, NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I applied for and was rejected for the Temporary Expanded Public Service Loan Forgiveness ( TEPSLF ) Program. However, I have documentation from the USDOE stating that I am eligible for the program and meet all of the criteria. When talking with agents at the call center about my situation I am told a number of many things as to why this may have happened but even with providing more documentation and ensuring that the information I am submitting is accurate I am not getting any new answers. The information given to me is often erroneous and have pointed this out to agents nearly every time I call. My case has been " escalated '' by FedLoan Servicing yet even that agent is unable to provide accurate information and seems to be confused about my case and what exactly is the issue. I am interested in finding out my options, as it relates to the abysmal implementation of the TEPSLF program. I have all of the proper documentation that shows I am qualified for the program and quite frankly a " textbook '' case of the borrower the spirit of the program is suppose to help. I have received tons of misinformation from FedLoan about the process that has created unfavorable results for me and many other borrowers. I am wondering if there is a viable option for a resolution I may not be aware of. Thank you in advance and I am more than willing to share more details and any additional information that would be helpful.
Company Response: Closed with explanation

Timely Response

2019-06-11

Manhattan, NY

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

2019-06-11

CO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Fed Loan Servicing has not counted my PSLF qualified payments correctly. I originally had one subsidized loan and one unsubsidized loan. FedLoan servicing split my unsubsidized loans into two " new '' unsubsidized loans without my permission or consent and this caused the payment count to be off. Both the old loans and therefore all three of the current loans should have the same number of qualified payments counted. I have been trying to get PSLF directly and through the ombudsman to get the payment counts fixed for the last 18 months but nothing has changed. When I call I am told that they have no idea when the recount will be completed.
Company Response: Closed with explanation

Timely Response

2019-06-11

Charlotte, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I am currently enrolled in Public Service Loan Forgiveness Program via FedLoans and I have been trying for over 2 years to get an accurate count of my payments that count toward forgiveness and have been unable to achieve this with the company. I have been unable to get consistent answers on what payments they are counting and why the payments that should count are not.
Company Response: Closed with explanation

Timely Response

2019-06-11

Lafayette Hl, PA

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