AES-PHEAA

2018-11-20

IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I am a federal employee who has submitted certification for the loan forgiveness program. I received information when my loan was transferred to XXXX as the servicer in XXXX that I had only made 11 payments. I contacted them to let them know that I had been in repayment since XXXX and worked for the government since XXXX. They told me that it took approximately 12 months for the information to be loaded into the system. I contact XXXX after 12 months and was told that my account had been updated. I submitted another certification in XXXX so that the payments made in since my last certification could be reflected. The number of payments were 27 for one loan and 54 for another loan which was still inaccurate. The money for all my loans were ach debit as one payment so the number of payments should have been the same. Even if the all my loans indicated that 54 payments were made it was still incorrect. I should have 72 payments. I contact XXXX and was told that another request for a review was put in and it should be done byXX/XX/XXXX I was told by XXXX to send bank statements to prove that payments were made and I told them that I should not have to incur a cost to go to my bank to research and obtain bank statements going back to XXXX. I called XXXX again in XXXX and now I am being told that it will take between 12-18 months for the review to be completed. This is unacceptable and keep going on and on with no end in sight. I am entering my 7 year with the government and should not have to get denied when it is time to apply for forgiveness because they can not get there records correct.
Company Response: Closed with explanation

Timely Response

2018-11-20

Atlanta, GA

Incorrect information on your report

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

Account status incorrect
Complaint: I had a loan with XXXX XXXX which was turned over to XXXX. The loan was opened in XX/XX/XXXX, and XXXX has been calling me about payments. A few days ago, the loan was put on my credit report as opened in XX/XX/XXXX. What is going on with this company? They have also bern calling threatening to sue my mother who consigned on the loan. Help me.
Company Response: Closed with explanation

Timely Response

2018-11-19

Bloomington, MN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: American Education Services is refusing to honor my IBR certification information on file with Studentloans.gov website. Although it is effective through XX/XX/2019, see attached documentation, American Education Services is demanding I recertify with them. American Education Services has now capitalized the outstanding interest on my loans, directly violating my IBR agreement.
Company Response: Closed with explanation

Timely Response

2018-11-19

WI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I called in to ensure my XXXX Grant was converted to a loan. However, after it was finally converted, my payment plan for my federal loans was somehow changed to a standard 10-year rather than the extended I had it on. I called in again to have my payment plan fixed back to the extended plan and was assured that would be taken care of. I also requested an investigation be taken to find how my loan plan was changed without my authorization. I was later informed that it was automatically triggered by my conversion of the XXXX Grant -- although I had to call again to obtain this information as XXXX did not supply it as requested. I also requested that my XXXX Grants be scheduled for payment rather than staying in the grace period. I was assured that was also taken care of and placed on a 10-year repayment plan. This was per my phone call with XXXX ( emp. ID XXXX ) on XX/XX/XXXX. I requested my XXXX Grant start getting paid down around 19 minutes into my phone call. However, I decided to double-check this around XX/XX/XXXX. My automatic payment plans were removed and I was placed on an administrative forbearance due to an error on XXXX ' part.The XXXX Grant was also still in grace and no payments have been scheduled to be withdrawn for that balance either. I sent written notice of these errors before XX/XX/XXXX. After calling back on XX/XX/XXXX and XX/XX/XXXX, I was informed that I had been misinformed about being able to have my XXXX Grants put on an automatic payment until the grace period was over. A letter mailed XX/XX/2018 also shows that after paying off two of my loans, my payment plan was again changed without my authorization. Rather than staying on my extended repayment plan, my loans were automatically placed back on the standard repayment plan once again. My complaint deals with the ethics of XXXX and how they are managing my account, especially in conjunction with how their mishandling may be costing me more money in interest. I should not have to call in every time to change my payment back. The many hours are a waste of my time when they are making money off of me. My complaint also deals with their unauthorized changing of my payment plan without permission and their response that there is nothing they can do about it because it is automatically generated by their system. The reality is that it is an unethical practice -- especially when I had been previously informed that when I paid off a loan, the current loan payments would be deducted from my current plan and I would be paying LESS, not MORE than my current amount. That was a lie, as my plan was not changed to accommodate the two fewer loans I had paid off ; the loan plan itself was changed to a completely different plan and I had been given faulty information again.
Company Response: Closed with explanation

Timely Response

2018-11-19

Atlanta, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: On XX/XX/XXXX, I submitted an email request to be considered for the Temporary Extended Public Service Loan Forgiveness Program, because I qualified. I have made 120 payments on my student loans ( some on the wrong re-payment plan ), have 10 years ( XX/XX/XXXX-XX/XX/XXXX ) of work experience with the government, and have been denied PSLF. I was informed via email that if any additional information was needed that I would be contacted. I was never contacted. On XX/XX/XXXX, I received notification that I did not qualify for TEPSLF because I only had 118 out of 120 payments. I immediately called XXXX XXXX and spoke with representatives and supervisors. I was informed that for two payments in XX/XX/XXXX had not been received because my account was placed on and administrative forbearance, which I never requested, but happened when my loans were being transferred from XXXX. I provided a bank statement which showed one of the two payments had been made because it was automatically deducted from my account. I also provided an updated employment verification, which provided an additional seven months of qualifying payments. I have been informed by XXXX XXXX to reapply for PSLF which I did and was denied. I reapplied for TEPSLF, which I was instructed to, and have received no response. I continue to make payments to XXXX XXXX, even though a supervisor informed me that " the database '' states I have 128 payments in the system. I am getting nowhere and am very frustrated. XXXX XXXX is in essence taking my money each month for a loan that should have already been forgiven. I have reached out to the Ombudsmen 's office and they took my 1st complaint and then closed the case even though I asked them not to. They took my 2nd complaint and I have heard nothing. My concern since I received the rejection from TEPSLF in XX/XX/XXXX was that I knew the TEPSLF is a time limited, fund limited program. Even though I applied back in XX/XX/XXXX, I am sure my application is at the bottom of the pile now and it is quite possible the funds will be gone by the time XXXX XXXX does what needs to be done. In addition, I am due a few thousand dollars in over-payments, because my account continues to be deducted. This is my last step before filing a law suit. I am hopeful that this situation can be remedied but realistically I have no evidence to sustain that hope.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-19

San Francisco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been dealing with XXXX XXXX for the last year, trying to get a reduced IDR payment based on my XXXX AGI - per industry standard. The first time I applied for a new IDR rate with my tax return, they took months to respond then said I did it incorrectly. Next I resubmitted my application and they said that since the tax return was more than 90 days old I had to submit a paystub, which was higher than the rate I would have gotten had they used my AGI. Later that year, in XX/XX/XXXX I started a new business so I called to find out what I needed to do to claim my self employment status and how I could prove my income. I spoke to a customer service rep and they told me to write and hand sign a letter attesting to my status and list my income for the past three months, since the pay wasn't regular. I did that and waited two weeks when I got a letter my application was incomplete. I called back and they said I have done everything correctly. The customer rep promised to resubmit and expedite because I had a payment due soon. By the time my payment for XXXX was due I still hadn't received any positive news that my application had been processed. In constrast my similar loans through XXXX XXXX had been approved weeks ago at a much reduced rate reflecting my new income. After I went back into forbearance while waiting to process the application, I got another email saying my application had not been accepted - for the same reasons as before. I called again and again the customer service rep said it should be fine. I spoke to a supervisor who also confirmed that I had done everything correctly. They assure me that my application would be approved before my forbearance days ran out in XXXX, when my new payment was due. The weekend of XXXX XXXX, as soon as their offices closed for the long holiday weekend, I received an email saying my application was not approved. I had to wait 3 days to call them - at which point it was be impossible to reduce the amount that was due for XXXX. I spoke to two reps that following Tuesday and finally a supervisor explained that I had been misinformed about what I needed to submit for my IDR to be approved given my new self-employed status. I sent him the required bank statements that he said would be sufficient and magically within two days he was able to approve my application. I told him that because this long wait time was XXXX ' fault, that their employees were misinforming me for months, they should 'refund ' my forbearance days that they wasted as well as make my account current so I didn't have to pay the high/incorrect bill for XXXX. He said he would file a request with a different department that should handle it within the month - or at least before the bill went into collections. That was in early XXXX and since then I have called multiple times to get my account current, all the while paying my new lower rate. Still there has been no movement on it and I am reaching a point where this unpaid bill will count as a negative mark on my credit score. I want to be able to hold XXXX XXXX accountable for the bad customer service and for threatening my financial health. I filed a report with the XXXX, but they said they had no recourse with a government agency like XXXX. Please help!
Company Response: Closed with non-monetary relief

Timely Response

2018-11-19

Ft Lauderdale, FL

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

2018-11-19

Harsens Is, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: On or about XX/XX/XXXX I submitted a complaint to XXXX XXXX to prompt an investigation for identity theft. In XXXX and XX/XX/XXXX loan disbursements were made to XXXX XXXX University ( XXXXU ) in my name. I graduated XXXXU in XX/XX/XXXX and did not return to school to obtain my XXXX until XX/XX/XXXX at XXXX College. When I spoke to the registrar at XXXXU I was informed that classes were registered online through my XXXX ( school ) account for the year the disbursement was made. I never registered for any classes. During the investigation the loans that I did take out were placed in an administrative forbearance. On or about XX/XX/XXXX I received a letter from XXXX XXXX XXXX informing me that the investigation was closed and I needed to submit more information such as a judgement/verdict made in court. I filed a police report and submitted all paperwork required for my complaint. I can not provide a court verdict if I do not know who received/requested these loans in my name. After receiving this information, I inquired about receiving a more detailed explanation as to what was actually done during the investigation and why it was closed. I was told that I should be receiving further documentation in the mail. I waited three to four weeks and I never received this information. I called XXXX XXXX again to inform the customer service representative that I never received the requested information although it showed documents were sent to me. I was also informed that the reason the investigation was closed was because signed documents and promissory notes were found matching the signatures of the documents I sent in with my fraud packet. If this is in fact the reason my investigation was closed I refute this as valid reasoning. In my written statement, I mentioned that promissory notes, once signed, cover a couple of years which is why it is not required for students to sign promissory notes for each year. Therefore, I only have two promissory notes and not four for each school year during my time at XXXXU. I submitted a request for information requesting again a detailed explanation to why the investigation was closed and the documents the rep referred to that were signed by me. Here it is XX/XX/XXXX and I still have not received anything.
Company Response: Closed with explanation

Timely Response

2018-11-19

Fairburn, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-11-18

Ahtanum, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-11-18

CO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am having trouble with the Public Service Loan Forgiveness ( PSLF ) program, which is managed by XXXX XXXX. This complaint is in regards to my law school loans from when I attended XXXX University College of XXXX from XXXX - XXXX. All the loans I borrowed for law school are direct federal loans ( see attached documentation ). I have never consolidated or refinanced my loans. I am on an income-driven repayment plan through XXXX XXXX, and have been on an income-driven repayment plan through XXXX XXXX since XXXX. Furthermore, I have continuously worked at either qualifying 501 ( c ) ( 3 ) nonprofit agencies or qualifying government agencies since XX/XX/XXXX. I have continuously made monthly qualifying payments based on my income-based repayment plan since XX/XX/XXXX. Therefore, common sense and pure mathematics dictate that I have made 51 qualifying payments toward my student loan debt since XX/XX/XXXX. However, XXXX XXXX has, by some willful stubbornness or pure magic, calculated a different number of qualifying payments in my case. According to a letter I received from XXXX XXXX on XX/XX/XXXX, I have made exactly 13 qualifying payments toward PSLF since XX/XX/XXXX. XXXX XXXX states, in this XX/XX/XXXX letter, than I began a qualifying employment period with XXXX ( a 501c3 nonprofit organization in XXXX, XXXX ) on XX/XX/XXXX and ended my qualifying employment period with XXXX on XX/XX/XXXX. Then, inexplicably enough, XXXX notes that I made zero qualifying payments during my entire qualifying employment period with XXXX. XXXX then notes that I began a new period of qualifying employment with XXXX XXXX XXXX XXXX XXXX - another 501 ( c ) ( 3 ) nonprofit in XXXX - on XX/XX/XXXX. Of special interest is the fact that XXXX XXXX notes that I made zero qualifying payments during my employment at XXXX XXXX from XX/XX/XXXX - XX/XX/XXXX, but then made 13 qualifying payments from XX/XX/XXXX - XX/XX/XXXX. How can it be that I was enrolled with the PSLF program that entire time, making monthly payments that entire time, and working for the same employer that entire time, but only made 13 qualifying payments during the eighteen months I was employed at XXXX XXXX? Part of the confusion in all this, I believe, is that my qualifying income-driven loan repayment amount was, for a significant amount of time, XXXX dollars per month. The reason my monthly payments were XXXX dollars per month was that I was working as an XXXX XXXX volunteer at XXXX. XXXX XXXX volunteers are essentially full-time employees of the agencies where they work ( indeed, I typically worked more than 40 hours per week at XXXX ) ; however, they are considered volunteers and are therefore paid less than minimum wage. Having just graduated law school with hundreds of thousands of dollars of debt, I was living in XXXX and earning slightly more than {$1000.00} a month as an XXXX XXXX volunteer. Because XXXX XXXX determined that my income was so low that I couldn't be required to pay more than XXXX dollars per month, I was paying XXXX dollars a month during this time. I had multiple phone conversations with XXXX XXXX representatives around this time, because I was concerned that my loans had accidentally been placed in forbearance. ( Unfortunately I didn't keep records of those phone conversations because I hadn't yet grown paranoid about the possibility that XXXX was keeping inadequate records and failing to count my qualifying payments ). XXXX XXXX assured me repeatedly that, no, my loans were not in forbearance - I was simply earning too little to pay more than XXXX dollars a month under an income-driven repayment plan. To be sure, I asked XXXX XXXX if I would still qualify for PSLF since I was technically paying XXXX dollars per month. XXXX XXXX again assured me that my XXXX dollar monthly payments would qualify : that was the amount I was required to pay, based on my income, and I was paying it monthly. It is also important to note that, although I have changed employment somewhat frequently in the past several years, XXXX XXXX only requires its participants to certify their employment once per year. Even when I have attempted to alert XXXX XXXX immediately of a change in employment, XXXX often does not process that information until my annual employment certification date rolls around. Therefore, it is my belief that XXXX did not process my changed income until XX/XX/XXXX, nine months after I began working at XXXX XXXX XXXX XXXX XXXX. Despite the delay in processing my change in employment, I was still making qualifying payments in the amount that was directed by XXXX XXXX. The bottom line is that I have CONTINUOUSLY worked for 501 ( c ) ( 3 ) nonprofit agencies and qualifying government agencies since XX/XX/XXXX. I have continuously been enrolled in PSLF since XX/XX/XXXX, and I have never missed a monthly payment since that time. I have been making income-driven payments towards my loans through XXXX XXXX since XX/XX/XXXX. Here is a breakdown of these employment periods : From XX/XX/XXXX - XX/XX/XXXX I worked at XXXX - 501 ( c ) ( 3 ) agency in XXXX XXXX - as a full time XXXX XXXX / XXXX XXXX XXXX XXXX XXXX. From XX/XX/XXXX - XX/XX/XXXX I worked at the XXXX XXXX XXXX XXXX XXXX - 501 ( c ) ( 3 ) agency in XXXX. I was a full-time XXXX / XXXX XXXX. From XX/XX/XXXX - present I have worked as a full-time XXXX with the XXXX XXXX XXXX XXXX in XXXX XXXX. Now, as for my efforts to alert XXXX XXXX of this mix-up and rectify what seemed to be a mistake on their end : Immediately after receiving the XX/XX/XXXX letter declaring that I had only made 13 qualifying payments, I called XXXX XXXX to complain. At that time I spoke with someone named XXXX ( Employee ID # XXXX ). This conversation occurred on XX/XX/XXXX and lasted approximately 20-30 minutes. XXXX first assured me that I was enrolled in the PSLF program and was making qualifying payments. She also told me that the letter sent to me by XXXX XXXX on XX/XX/XXXX appeared to contain mistaken records ; according to her calculations, I should have 44 qualifying payments on XX/XX/XXXX and not only 13 qualifying payments. XXXX told me she would put in a request to get some " human eyes '' on the problem, and that it could take up to six months for such an internal review of my past payments to occur. Since that phone conversation I have followed up with several complaint emails to XXXX XXXX, imploring them to sort out this problem and count all my qualifying payments. I have received no response from XXXX XXXX, nor has anyone independently contacted me to say that they have conducted the review that XXXX ( # XXXX ) requested back on XX/XX/XXXX. It is now XX/XX/XXXX - more than six months after this XXXX representative named XXXX assured me that she would get some " human eyes '' on the issue. At this point, the discrepancy between my records and XXXX 's records is the difference between 51 qualifying payments and 13 qualifying payments. As I am required to make 120 qualifying payments before my loans can be forgiven, this discrepancy essentially means three years of my life. I deserve to know if it will take nine more years, or only six more years, before my loans are forgiven. That is a significant difference which significantly impacts my ability to plan for the future. On a personal note, I want to say that I am the type of person who finds it rewarding to help people. I went to law school specifically because I wanted to help poor and needy Americans. XXXX school was difficult and stressful for me ; I had a hard time eating and sleeping, especially during first year, because I am a sensitive person and the cutthroat, competitive atmosphere was toxic for me. Still, I persisted because I knew that my XXXX XXXX would eventually be a powerful tool to help the underprivileged. I graduated on time in XXXX and started doing XXXX XXXX work in XXXX through XXXX. The work I did in XXXX XXXX was heartbreaking - young XXXX boys, aged XXXX, and XXXX, would come into my office to tell me how they didn't have anyone looking after them - nobody who cared about them. They had never ventured beyond their gang-dominated neighborhoods - never even seen XXXX XXXX - because it was too dangerous. XXXX XXXX XXXX work I did made me want to have more direct involvement with these children, so in XX/XX/XXXX I made a job switch : I went to work directly with gang members on the south side of XXXX, through a nonprofit called the XXXX XXXX XXXX XXXX XXXX ( XXXX ). XXXX was not an easy place to work. For the first time in my life, I felt self-conscious about being XXXX ; I questioned myself, my privilege, my culture, and my identity. I wept with the rest of our staff when a young man involved in our programs was shot and killed by a rival gang member. I sank into periods of XXXX, wondering if our after-school programs and intervention efforts were truly making a difference in the hard and sad lives of these young men. Finally, after reading the bestselling book " XXXX XXXX '' by XXXX XXXX, I decided I wanted to help our young men at XXXX by representing them in their legal cases. This journey quickly led me to realize that I wanted to do more legal work and cut back on grant writing, which is why I moved to XXXX to work for the XXXX XXXX XXXX XXXX. This work is not easy either ; the caseload is relentless, and my clients are typically ungrateful - most are mentally ill and extremely poor. But I don't do it for the gratitude ; I do it because it is important work, because the system is already stacked against the poor and they deserve to have someone in their corner, fighting for them. I tell my personal story - not to waste your time or introduce sentimentalism - but to let you know how important PSLF is. It's important that people do not lose hope in the program. There is no way that someone like me, from an average middle-class family, could bear to exist under the weight of {$300000.00} of student loans without the promise of PSLF. Lately I have been reading more and more complaints and articles online about XXXX XXXX and PSLF ; their record-keeping is terrible, and the program often misleads participants as to whether or not they qualify. This is wrong. Good, hardworking people - people who make personal and financial sacrifices by serving the poor - deserve to know that PSLF is going to come through for them. Those who do difficult, demanding, and thankless work to make America a better country deserve to know that the American government recognizes and appreciates these efforts. In a society that values money above all else, it has never been more important to recognize and acknowledge those who are driven - not by money - but by the prospect of providing support and advocacy to those who are less fortunate. I am attaching documentation.
Company Response: Closed with explanation

Timely Response

2018-11-17

Asheville, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: As a young college student it was necessary to receive student loans in order to receive a college education. Once out of college, trying to understand my credit and loan situation I was sent to XXXX XXXX. I naively asked them to assist in setting up a payment plan to ensure I was covering interest and paying my loans off. The woman on the phone advised that I should use the " income based '' payment plans, which I did. As a professional helping a young individual sort through the very intimidating process, I had no choice but to trust what she was saying was in fact the truth. I have now applied for a mortgage and come to find out, my mortgage broker was able to find that I have only been paying interest and XXXX towards my actual balance. Long story short, I have simply been paying the company to maintain my loans. Their practice is incredibly misleading. It took me repeatedly asking for an actual breakdown which the representative certainly did not want to give me. Our young are being taken advantage of by large companies and XXXX is the epitome of this. They need to be honest and transparent instead of money hungry and dishonest.
Company Response: Closed with explanation

Timely Response

2018-11-17

Coconut Creek, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-11-16

NC

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I had to refinance my XXXX loans through XXXX. I applied with the latter agency in XX/XX/XXXX. I sent a letter along with a paycheck stub showing my base monthly pay and requested that they calculate my monthly payment on this amount instead of my XXXX tax returns because I was able to acquire extra work throughout that year. However, it's not guaranteed income, and indeed, I've not been able to secure the same amount of extra work in XXXX, and will be making a lot less. In XX/XX/XXXX, XXXX sent information about my monthly payments ( in the amount of {$180.00} per month ), which were scheduled to began in XX/XX/XXXX. A week ( no more than 2 weeks ) before this first payment was due, XXXX sent a letter saying that my monthly payment had increased to {$240.00}. There was no real explanation. On XX/XX/XXXX, I called XXXX, and a customer service rep said that I didn't fill out the application correctly, so they based the payments on my XXXX tax return. I was advised to reapply. I have. However, I've been pushed back into forbearance. On XX/XX/XXXX, I called XXXX to make sure that I had indeed been put into forbearance ( and that they wouldn't report me for not making the XXXX payment ). The customer service representative who checked my account said that my monthly payment ( that had been scheduled for XXXX ) should be {$180.00}. I've since processed the reapplication, per the advisement from the XX/XX/XXXX call. It is accompanied by a letter from my employer that declares my base annual salary. Something very fishy is going on at XXXX, and given the unexplained, shifting of monthly payment amounts that come up every time I communicate with them, I believe that this complain is warranted. Please contact XXXX and ask them to send me information on how they have calculated the following monthly payments : {$180.00}, {$180.00}, and {$240.00}. Again, I've reapplied to have them calculate my monthly payments, but I'm doing so at a heavy cost, and it's not right.
Company Response: Closed with explanation

Timely Response

2018-11-16

Cold Spring, MA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2018-11-16

Federal Way, WA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I have two loans managed by XXXX XXXX XXXX. During my divorce ( XX/XX/XXXX-XX/XX/XXXX ) I once was unable to maintain sufficient balance in my account to make my monthly payments ( XX/XX/XXXX). My loans were on autopay, and after three failed attempts to pay they cancelled my auto pay. I have since been able to make my payments, but XXXX XXXX XXXX refuses to allow me to resume auto pay for these loans. This results in late payments when I accidentally am not timely enough to recall to make these payments manually. I feel that their refusal to allow me to resume using autopay is a strategy to increase their fees and interest earned from loan holders whom they've identified as struggling to manage their debt burden.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-16

Cypress Gardens, FL

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

2018-11-16

WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have had several problems with XXXX XXXX. Every year I have to submit my employment verification form several times in order to get it processed, even though I serve in the XXXX. I have also had trouble with deferment issues. I am currently enrolled in a Master 's program part-time and every semester XXXX automatically puts my account in deferment. I call and submit the deferment waiver form to be taken out of deferment because I am in the PSLF program and every month I am in deferment is a month that does not count towards PSLF. Every time I call and submit another deferment waiver form I get told that it takes time to process and that it will all be sorted out, but this seems to be a pattern with XXXX and I can not figure out why I keep getting put in automatic deferment when I have specifically requested to not be placed in deferment. Additionally, when I applied for PSLF, all of my loan where transferred from XXXX to XXXX. During this period I was unable to access my account to ensure my payments where being processed. I made several calls and every time I was told not to worry I would have access to my account " soon ''. By the time I got access XXXX informed that my loans where past due because I failed to pay on time. Then a year later they tell me because I had a late payment that my forbearance funds were being nullified and the interest was being added to my account. This only amounted to around 150 additional dollars but its about principal. This company has failed me and other customers at every turn. Furthermore, they seem to not care about the effect that their malfeasance has on borrowers. In fact, I seldom receive customer care that is not rude even borderline hostile when I call about my account. Including today XXXX XX/XX/XXXX, after waiting no less than 20 minutes on hold I was greet by XXXX, employee number XXXX, who could not have been more rude and insensitive about the fact that my account was being placed back in deferment and I was having to take time out of my duty day to attempt to correct this action again. I want to know when XXXX will be held accountable for their deceptive practices relating to deferment and public student loan forgiveness.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-16

Jamesburg, NJ

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Company Response: Closed with explanation

Timely Response

2018-11-16

Newnan, GA

Incorrect information on your report

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

Personal information incorrect
Company Response: Closed with explanation

Timely Response

2018-11-16

Bothwell, UT

Incorrect information on your report

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

Account status incorrect
Complaint: I have tried submitting disputes org XXXX about errors on my report but it does not save. If I try to start a new one it wont let me and says my information doesnt match there records even though I had previously started one without a problem. XXXX makes it extremely difficult to dispute an error. The score they give is dramatically different than other credit agencies. XXXX does not process applications or report current information to credit bureaus. It keeps increasing my balance for no reason and the account is deferred while I consolidate and change servicing companies. XXXX has thousands of complaints but no one will do anything about it.
Company Response: Closed with explanation

Timely Response

2018-11-16

Beachmont, MA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Company Response: Closed with explanation

Timely Response

2018-11-15

Andalusia, 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

2018-11-15

San Francisco, 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

2018-11-15

Arsenal, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Summary : XXXX denied my TEPSLF application based on a requirement of which I was never informed. XX/XX/XXXX : I apply for TEPSLF XX/XX/XXXX : I am informed via e-mail that I am being considered for TEPSLF. This is the last communication I receive until XX/XX/XXXX. I learned from the TEPSLF web page that anyone who applied in XXXX would be informed by XX/XX/XXXX. I was not informed of my status at all. On XX/XX/XXXX I e-mailed to inquire about the status of my application. On XX/XX/XXXX, after hearing absolutely nothing, I contacted XXXX by telephone. The poor young man I talked to, XXXX, had the misfortune of telling me that I had been rejected, because ONLY the payments I made since my XXXX loan consolidation counted toward TEPSLF. At no point in the process was I informed that consolidation played a factor here. I asked to speak to a manager, and was put on hold for a while, eventually transferred to XXXX. XXXX talked to me like a child, explaining again that none of the payments I made before XXXX would count. I interrupted her to say that the problem was that no one had informed me of this and that I wanted information on how to appeal. XXXX promised me that this information would be sent. Instead I received an automated e-mail almost immediately re-iterating my denial on the grounds that were never explained to me in the first place. Repeated e-mail requests for the appeal process procedures this week have led to nothing but being told I needed to call in. I have also filed a complaint with the Federal Student Loan Ombudsman Group. I don't mind paying my loans. In fact, I'm paid ahead until XX/XX/XXXX, that's how fiscally responsible I am. But don't tell me you're going to reward my public service, then keep moving the goal posts and treat me like an infant when I stand up for myself.
Company Response: Closed with explanation

Timely Response