GREAT LAKES

2018-05-28

AZ

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Complaint: I was enrollednin university XXXX XXXX and had obtained grants and loans to pay for my college i became XXXX XXXX and the last grant installment due to me that the college git i never recieved. They wont take this account imoff my reports and is hurting me financially is on there more than once and i never withdrew from the college they withdrew me
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-28

WI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have been out of school and paying down my debt for a couple of years. I decided to switch how my payments were applied and paid off a vehicle that was very close to being paid off. On XX/XX/XXXX I looked at my student loans, and because of what my XXXX XXXX XXXX XXXX billing statement said at the time I decided to adjust what I was paying. My statement said that I was paid ahead by {$4300.00} and my next required payment was not due for 14 months. So I changed my payments, while continuing to pay {$100.00} per month to continue my paid ahead status. When I was completed paying off my vehicle, on XX/XX/XXXX my balance had not changed so I didn't think anything of it. My statement said that I was still paid ahead by nearly {$600.00} and I didn't have to make a payment until XX/XX/XXXX. So I started back up making payment well above my required amount to further reduce this debt. But after a few months of making these payments, not a single dollar was reducing the debt. They were applying to accrued interest and nothing off the principle. But 4 month later on my XX/XX/XXXX billing statement ( while they were not applying any to principle ) I was paid ahead at {$1000.00} and didn't owe a payment until XX/XX/XXXX. Not only did they not disclose the payment were being charged to accrued interest, they did not give me updated statement balances, and they held my money that I had paid and didn't apply it correctly. This company is acting fraudulently and in bad faith to not only me but I would venture to guess Thousands of consumers who are using them for their student loans. If they are telling me I am paid ahead, that money should have been used to cover any accrued interest, and or been applied to straight principle. If they are saying I do not owe a payment, how is it that I can still be charged interest? I have reached out to Great Lakes and was treated very rudely by both the customer service agent as well as her supervisor. I submitted a XXXX XXXX XXXX complaint and got a canned response, not even answering my questions or concerns. I demand action be taken to fix this issue because the American consumers are being gutted by this company who is not handling payments in the correct way and not being truthful in the amounts of debt owed. They " hide '' the true balance which gives consumers a false narrative of their account. This is extreme bad faith and needs to be corrected. I would like my account reviewed and any fees credited back to my debt. I have recently gotten so sick of dealing with this company I am refinancing with another company to get away from these unfair and deceptive practices.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-26

Gretna, LA

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
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-25

Atl, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-24

SC

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: XXXX called me on my cell phone and left a voicemail saying they were " returning my call regarding student loan forgiveness. '' They called on XX/XX/XXXX and XX/XX/XXXX in the afternoon. I called the number suggested : XXXX on the XX/XX/XXXX at XXXX XXXX, since I had recently inquired about the teacher loan forgiveness program to my loan service provider. I called and was transferred to XXXX XXXX of the National Student Aid Care program who said he could help me register for the Public Service Loan Forgiveness Program until I could qualify for the XXXX Loan Forgiveness Program. He knew about both programs extensively, my exact loan amount, my interest amount, how many loans I had, my current monthly payment, and that I had recently come off of income-driven repayment. He asked to verify my identification by sending a 6 digit code to my email address, so I went to that email ( which he knew ) and read him the code that was sent. I later realized that email was a request to reset my password on my Federal Student Aid account. He changed my password after the phone call. He asked about my address, income, family size, mom 's number and address, aunt 's number and address, and many charming, personal questions. He sounded very knowledgeable and helpful. He said he could get my loan down to $ XXXX/month for 4 months and then $ XXXX/month for 120 months until my loan would then be forgiven if I had served as a teacher for that time. The monthly payment would change as my family size did. Interest would also not accrue during this period. He said he needed an account and routing number from my bank to have on file until I could get him my mom 's new account info. He knew what bank I was a member of. It was not until I was in the midst of signing and reading an e-contract sent to me that I realized the {$790.00} of the first four payments would go to him and his company, not my loan balance. Then, when asked if I could talk to my mother before finishing signing, he said I should go ahead and sign because I could cancel the program at any time. I was not comfortable with this, looked up the number, and realized it had to be a scam. I have filed complaints with the Federal Student Aid program, report this to my loan service provider, frozen my bank accounts, changed my Federal Student Aid information, added a verbal password to my loan account, and put an initial fraud alert through XXXX. I will also contact my local police and see if any further steps need to be taken. Please DO NOT hesitate to contact me for further information. I have all of the supposed addresses/numbers/faxes of the company/man, and I have the emails he sent to me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-23

Five Points, NC

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-23

Atlanta, GA

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was result of identity theft
Complaint: MY IDENTITY WAS STOLEN AND SOMEONE HAS GOTTEN A STUDENT LOAN IN MY NAME.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-23

CA

False statements or representation

Debt collection: Private student loan debt

Impersonated attorney, law enforcement, or government official
Complaint: hello, I received a letter promising " student loan consolidation & payment reduction program '' in the mail which I stupidly fell for. The top left of the letter says " FINAL NOTICE, contact XXXX, Assigned dept. Preferred Doc Solutions, NOTICE DAY : XX/XX/2018 '' The letter also informed me to login to my XXXX ID account, which did not work so I called the number on the letter ( XXXXXXXX ) I talked with a man who convinced me that I would need to change my XXXX password, which I game him my new password. I gave him all of my information because he told me he worked for the Department of Education and I foolishly believed him. He received my social security number, drivers license, address, parents address, and all of my XXXX information. After hearing his promising proposal of completely bringing my student loan debt down to XXXX dollars, I stupidly electronically signed a bunch of stuff that he sent in an email and then gave him my debit card information so that I could pay the " fees '' relation to the loans being completely forgiven. He then put me through to a different woman who confirmed all of my information and told me she was sending me a " welcome packet '' with information that I would have to return back to them " immediately ''. I shouldn't have fallen for this scam, but the .gov website and being told that this man was a department of education employee really had me convinced.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-21

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-21

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: COMPLAINT AGAINST : XXXX XXXX XXXX XXXX XXXX, XXXX, WI. Great Lakes are the servicer for six XXXX federal student loans in my name, taken out between XXXX and XXXX, and two XXXX federal student loans in my name, taken out in the summer of XXXX. Since XX/XX/XXXX, I have been in monthly contact with Great Lakes regarding discrepancies in my balances for which they can not ( or have not ) account. In early XX/XX/XXXX, I noticed the balance on one of my XXXX loans, token XXXX, had changed, so that the principal amount had reduced from {$21000.00} to {$20000.00} ( the original amount borrowed ), and the interest balance shot up from around {$240.00} to {$1200.00}. I first called Great Lakes on XX/XX/XXXX. I was told my account was under review and I would have to check back later in the month. Several times over the course of XXXX, I called back to investigate this, and I was told each time that Great Lakes had " corrected an error, '' but they could not provide me with any further detail. Between XXXX and today ( XXXX XXXX ), I have made {$1900.00} in payments to the loan account containing token XXXX, overpaying each month by an average of $ 400- {$500.00}. I had instructed Great Lakes to apply any excess amounts to token XXXX. By my calculations, I had reduced the {$1200.00} interest balance on token XXXX by {$940.00} as of XX/XX/XXXX. Yesterday, I checked my Great Lakes online account to see that the principal balance of token XXXX had returned to {$21000.00}, and that the interest balance remained at {$220.00}. My overall principal balance had increased by {$830.00}, without explanation or notice. I called Great Lakes today, XX/XX/XXXX, and spoke with XXXX, who told me that all of their records from XX/XX/XXXX onwards list my principal balance as the higher number. I have payment records from Great Lakes issued between XXXX XX/XX/XXXX and XXXX XX/XX/XXXX that directly contradict this statement. I feel Great Lakes are being fraudulent as regards the amount I owe, and I believe they have retroactively altered their records to support this predatory conclusion. I am deeply troubled that this company apparently has the authority to alter my total principal balance ( either increasing it or decreasing it ) without my knowledge, consent, or, apparently, any regulatory oversight.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-17

Chautauqua, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: this is a continuation to the complaint that CFPB just closed. The Federal Student Loan stole over {$600.00} from me by applying to take that amount from my Federal Tax Return for XX/XX/XXXX that I was due back this year. They sent you, CFPB the paperwork stating as of XX/XX/XXXX I only owned XXXX to pay off the loan and yet applied to the Federal IRS and took over XXXX of my federal tax return.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-17

MT

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: This complaint is against Great Lakes Student Loan Servicing. I have a Parent Plus loan with Great Lakes. My daughter makes all the payments. She pays {$50.00} a month as agreed. The payments are automatically withdrawn. She has not missed a payment in the past 18 months and we expected that by now this would be back into repayment status and out of default. I am seeking to be a first time home buyer. I can not get a mortgage until my credit report shows the default is removed. My daughter has been in contact with Great Lakes over the passed year asking how to get this loan out of default, but she was told only by paying it off in full. I didn't believe this to be such a harsh truth. I contacted Great Lakes onXX/XX/XXXX and asked how I could bring it out of default status. I was told that it can not come out of default except to 1 ) pay it in full or 2 ) consolidate it. I do not have the {$19000.00}. ( The original loan is {$16000.00}, but they have added fees ). Thus I have requested a consolidation from XXXX XXXX, where my loans are. I work for a non profit and I have my loans all consolidated- some that originated with Great Lakes. I asked Great Lakes why this loan was left out, and the response was that I never had any other Great Lakes loan. ( I had my own, plus another of my daughter 's consolidated that were Great Lakes. ) XXXX XXXX is very helpful and is expediting the processing of the consolidation on their end. It's just a matter of Great Lakes responding to the request. I called Great Lakes again today ( XX/XX/XXXX ) to request that they expedite on their end so that my loan can be removed from Default so that I may still get the opportunity to purchase a home. ( I have a window of affordable opportunity that is rare. ) The loan counseloXXXX was not concerning herself with assisting my request. She acknowledged that the XXXX XXXX consolidation request had been received, but it might not be processed for 90 days and if I didn't agree to a payment today that I could get my wages garnished. Her concern was to get me to pay {$70.00} payment today. I reminded her that my daughter 's automatic payment {$50.00} comes to them on the 23 every month. The representative insisted that I make a payment of {$70.00} today and implied that if I did not that I was not being cooperative therefore they would have to take action. I asked to speak with the Consolidation department but she said, " They are behind closed doors and no one gets to speak with them. '' I had to hang up because I felt harassed and not reaching resolve. It seems that Great Lakes is trying to hold on to the loan for a few more months to collect " {$70.00} of interest that is accruing each month. '' This is serious predatory lending especially if they request a garnishment of my wages when I have applied for a consolidation out their servicing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-16

Okc, OK

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: was to have forbarance in 2016 till i got on my feet but before i knew what happened it was transfered and the reported negative on credit reports it over 14 yrs old and have not been notified to what office its in, to even have a chance to make payment to clear it up,
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-16

Warne, NC

False statements or representation

Debt collection: Federal student loan debt

Attempted to collect wrong amount
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-15

Charlotte, NC

Incorrect information on your report

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

Account status incorrect
Complaint: I've tried contacting the company that holds my account via mail and email to inform them that several of my closed accounts are stating paid in full with 90 to 120 of late payments. This information is incorrect due to me still being enrolled as a XXXX XXXX XXXX at the time a XXXX XXXX XXXX XXXX. My loans were consolidated and paid. The company has yet to update my correct account information. Accounts Listed below XXXX DATE OPENED XXXX XXXX XXXX XXXX DATE OPENED XXXX XXXX XXXX XXXX DATE OPENED XXXX XXXX XXXX XXXX DATE OPENED XXXX XXXX XXXX XXXX DATE OPENED XXXX XXXX XXXX XXXX DATE OPENED XXXX XXXX XXXX XXXX DATE OPENED XXXX XXXX XXXX XXXX DATE OPENED XXXX XXXX XXXX XXXX DATE OPENED XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-15

Hanford, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-15

Magnolia, TX

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: Good Afternoon, I had an account with Great Lakes for a FFEL Consolidated Loan. I defaulted on the loan due to unemployment. They were able to get my tax return refund from the IRS. I understand that they can do that. What I don't understand is they also increased my balance by over {$1000.00} with no explanation. I am employed now and I am making payments, but I didn't if what they did by increasing my balance is legal. Please advise.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-15

Saint Paul, MN

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: Spouses first consolidated loans in XX/XX/XXXX and later refinanced the consolidation loan in XX/XX/XXXX with a balance of {$110000.00}. Husband diagnosed with chronic XXXX XXXX and unable to maintain income. Hardship deferral offered. Loan balance grew and is currently {$270000.00}. Now paying on income-based repayment plan but do not anticipate ever having enough income to pay off the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-14

IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: XX/XX/XXXX - XX/XX/XXXX : I spoke with a representative with my borrower service ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, WI XXXX, mygreatlakes.org ), requesting a payoff amount for two of my four remaining loans. I wanted to pay these two off by XX/XX/XXXX and received information ( email ) on what the total pay off would be.I also asked if the standard monthly payment was required and I was told IT WAS NOT. XX/XX/XXXX : Payment was received and cashed ( both checks ) by Great Lakes.. by XX/XX/XXXX. XX/XX/XXXX : I spoke with a representative asking that the payments be applied correctly and as I requested. Payment was applied across all four loans instead of solely the two I requested, leaving an outstanding balance on a loan that should have been completely paid off at this point. The representative informed me that the monthly payment needed to be made first, before the additional payment sent could be applied across other loans. Again, I specifically asked if this needed to be done prior to sending any payment, to which I was answered with, NO, MONTHLY PAYMENT IS NOT REQUIRED. The representative had to contact finance to see if the loans could be applied the way I had asked. *Please Note : At this point in time I am already about 1 year paid in advance for all of my outstanding loans. I also receive monthly emails stating, for example, the most recent, " Total Amount Due by XX/XX/XXXX, {$0.00}. '' XX/XX/XXXX : I spoke with the same representative from XX/XX/XXXX, who informed me that finance could not do anything about the situation, and that monthly payment had to be made and applied before additional monies could be applied to other loans - Once again, NOT THE INFORMATION I WAS GIVEN. Now, I have to make an additional payment in order to pay off one of the two loans I originally requested to be, and I am now paid ahead until XX/XX/XXXX at this point! XX/XX/XXXX : I will be writing a check for the outstanding amount, and will need to pay extra, again, to have the mailing expedited, to be sure payment is received prior to XX/XX/XXXX, finally wiping out the second of two loans I originally requested to paid off.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-11

Flushing, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-11

Scottsdale, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-08

Hillside, NJ

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-08

Maiden Rock, WI

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: In XX/XX/XXXX XXXX XXXX ( XXXX XXXX ) was calling me at my workplace at least twice a day. I sat up a payment plan since they threatened to garnish my wages. I paid {$170.00} for 3 months until I lost my job due to the company closing. I started a new job a month later and the first week on the job my brother unexpectedly passed away at the age of XXXX. My ex boss called to tell me he got a wage garnishment letter through mail. I called the collection agency and tried to set up payment plan. They wanted new payment to be {$190.00} per month which I really could not afford but they threatened me with garnishment again.XX/XX/XXXX, I signed the document and got thinking the next day, that this {$1300.00} debt was discharged in bankruptcy in XX/XX/XXXX. I called them back, sent them copy of bankruptcy, no more calls emails nothing. XX/XX/XXXX I called them back to find out what was going on, they now claim my wages will be garnished and I still need to make the {$190.00} payment. My husband is laid off and I do not make enough to pay this amount plus my car and house. She did not care and told me that is the way it is. No emails ever sent to me about the payment plan nothing. XXXX has screamed at me and belittled me and told me that I did not understand that my wages would be garnished regardless.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-07

Beach, VA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-06

Azwell, WA

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: Hello, My wife and I just moved to XXXX, WA for a job. We had a great credit score, in the high 700 's. When we set up a mortgage meeting, we were all shocked when she asked why our credit score dropped 100 points. It turns out that we had a {$900.00} student loan that was due the week before. A few weeks before, my wife had put everything on autopay so I'm not sure why it wasn't paid. I called right away and paid it in full. We got no notification that it was due soon. Our mortgage loan officer said the points should be returned to the account as it was a mistake. They are still not returned. We are living with my inlaws as our credit score is keeping us from buying a house. Everyone I have spoken with says the points should be returned since it was a recent mistake. I hope you can help
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response