Date Received: 2022-03-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am in the process of XXXX, and my loan counts were supposedly updated following the waiver from the XXXX administration. However, only some of the payment counts were updated, while others are languishing with incorrect intelligibility information. I filed multiple complaints with the servicer, FedLoan, and nothing has happened. I have a long list of payments that are labeled as " no bill was due at this period '' except my loans have been on autopay for 7 years. The only time payments were drawn was when FedLoan or previously XXXX withdrew a payment. The discrepancy between current payment counts, and updated counts, would bring me three full years closer to loan forgiveness, which would save my family more than {$25000.00}. I even submitted a FOIA request with the government but never received a reply. I'm at my wit 's end.
Company Response:
State: IL
Zip: 60076
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for loan consolidation in XXXX and was told it takes 1-2 weeks to process. Fed loan sent me an email stating that the loans were being consolidated in XXXX. However, after I reveived the email that my loans were consolidated, on XX/XX/22 my older loans were forgiven and the newer ones that should have been consolidated and received the higher payment count were not counted nor included. They literally sent another email stating that now they can not finalzie my consolidation because the older loans were now at zero and a balance is required for consoldiation. Meanwhile they just sent an email listing all 4 loans are being consolidated days prior. It makes no sense and is completyely unfair and ridiculos. I was told its a mistake and they will escalate. Nothing has been done but empty promises. I filed a previous case and it was closed because staff did not speak to me or follow directions correctly. I want someone to look over this immediately. All of the loans should have been forgiven. together. I applied on time to consolidate and obtain the higher payment count under the guidelines on time. This needs to be resolved and the remainder of the loans need to be discharged. I have been promised a review for over 2 months and nothing has been done. The supervisor says everytime we just received word about all the issues that were submitted prior to yours so yous should come in any day now. Over 2 months later absolutely no resolution in sight. I did everything correctly and applied within the guidelines. They keep giving me the run around.
Company Response:
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: FedLoan Servicing sent letters with incorrect information. 1. I received a qualifying payment letter from FedLoan that says they have evaluated my payments under the Waiver, however they clearly have not. After lengthy hold times I found someone who could provide correct information - the loans are initially reviewed under the standard rules, then sent for a second review under the waiver rules. This inaccurate information in the sent letters is very frustrating and created a need for lengthy time to assure my Public Service Loan Forgiveness ( PSLF ) was being assessed accurately. 2. I received a letter from FedLoan stating that says if I consolidate during the Waiver period my payment count will start over. This is factually incorrect based on the waiver period rules.This inaccurate information in the sent letters is very frustrating and created a need for lengthy time to assure my Public Service Loan Forgiveness ( PSLF ) was being assessed accurately.
Company Response:
State: WI
Zip: 54115
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am in the PSLF program. I have worked for a qualifying employer for over 20 years. I received a letter saying that my employers are approved, but that I have 0 payments counting toward the 120 payments. The letter states that this is updated using the new waiver guidelines. Also, the alert screen upon log in for the Fedloan website says that if you received a letter after XXXX, ( mine was dated XX/XX/XXXX ) the loan count is correct and updated- which is simply not true.
Company Response:
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am pursuing PSLF and had my payment history reviewed under the limited PSLF waiver. I believed I had a fairly clear cut case, and was expecting my qualifying payments to increase significantly. However, after review my number of qualifying payments have actually decreased from the update I received last year. Also, I lost three qualifying payments when I was given misinformation from a FedLoan rep in 2019 ( I was advised to put my loans on forbearance for the three months I was out of work from a work related injury because I was " technically not working at a qualified employer during this time '' - I later learned that I was still technically qualified as employed and missed out on qualifying payments ). This is incredibly stressful, I am so burned out from community XXXX XXXX XXXX ( which is what nonprofit work in my field is ), and am struggling to hang on for the less than 3 years ( now, according to FedLoan, over 4 years ) I was expecting to have left. I can not get in touch with FedLoan 's customer service or the ombudsman. When I call FedLoan, I wait on hold indefinitely ( my record is over 2.5 hours ). When I request a callback, no one ever calls back.
Company Response:
State: CA
Zip: 94116
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received a letter from FedLoan saying the waiver was applied to my account when it has not been applied yet. This was highly distressing as I expect the waiver will lead to loan forgiveness for me. The loan forgiveness group on XXXX explained that this is common practice and to expect waiver to still be applied. But before I knew that, I was in tears at the outcome and stressed about next steps needed to resolve the issue. This is causing undo stress to so many borrowers!
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: FedLoan continues to send me letters that state they have applied all payments including the PSLF waiver, when they have not. This process continues to be frustrating, stressful, and all together a huge letdown.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I consolidated 26 federal loans into one loan. The amount of the loans totals {$290000.00}. I have applied for Public Service Loan Forgiveness ( PSLF ). I have worked in public service since XXXX and have provided employee certification. Prior to consolidation I had 24 months credited for PSLF under the Cares Act waiver since XX/XX/XXXX. I have been waiting for review of my loans that are from XXXX for the recently announced waiver since XX/XX/XXXX. I spoke with a Fed Loan representative in XX/XX/XXXX and they went through various inaccuracies on my loan accounts ( in-school deferments not accurate and prior payments not being counted ). Fed Loan stated that they would submit to Department of Education for a manual review but it could take months. In XXXX of XXXX I decided to consolidate my loans so that I could get the highest payment counts once the waiver was applied. The consolidation went through fine. I then however, received the attached letter indicating my account had been reviewed under the waiver and now I only have 2 months! I inquired about this error and received a confirmation letter ( attached ) that is was accurate. I absolutely know that this is an incorrect count. My loans have not been processed under the waiver or there is something terribly wrong. These types of communications cause extreme anxiety and stress and I do not know what other options I have to get this corrected since Fed Loan is indicating that it is correct. I can not get anyone to respond via emails and social media direct messages. They do not answer their phone for hours so that is not realistically an option. I am just looking to have accurate communication. I realize applying the waiver takes time and I fully anticipate once it is applied there will still be inaccuracies that I will need to address but these types of communications are irresponsible at best. Thank you for your assistance on behalf of myself and all XXXX XXXX borrowers.
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I received a letter from FedLoan stating that my account had been reviewed for PSLF with consideration of the Limited Waiver and have not made enough qualifying payments. However, upon review, only loans since my consolidation to FedLoan in XXXX were reviewed. I have had FFEL loans since XXXX and have been working in public service since XXXX. It is clear that the Limited Waiver has not yet been applied as stated in the letter.
Company Response:
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I have sent several emails anc called and mailed showing Missed payments, and nothing just saying the same count refusing to investigate payment to that are inaccurate and missing years of payment XXXX to XXXX when you call you are told different stories what to believe. This is so frustrating that this is suppose to help us but instead it is a full time job fighting with them to document money you paid. I am tired after 20 plus years of teaching and the last two years of pandemic teaching there has to be a better way
Company Response:
State: NY
Zip: 10583
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A