Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I called Myfedloan.org on XX/XX/2022 to request a refund on my 5 most recent payments made during the XXXX forbearance period. I was helped by an employee with Employee ID = XXXX. We went through the process of requesting a refund and the employee told me that my refund request had been submitted and I should see a refund within the next few months and my loans will be re-instated. I waited a few months, XX/XX/2022, and called Myfedloan.org again after not receiving a refund, re-instatement of my loans, nor any updates. I was told by an employee with Employee ID = XXXX that my refund request had been noted and recorded but the actual process was not started/initiated. I went through the process of requesting a refund and providing the appropriate information to the employee. I was told that the request had been approved by the employees supervisor and I should see the refund within the next few months and my loans will be re-instated.
Company Response:
State: NV
Zip: 89434
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Im reaching out as Im concerned my federal loan servicer FedLoan Servicing is not providing sufficient information and action to ensure eligible borrowers can take advantage of the incredible one-time opportunity for student loan forgiveness. I paid off my student loans in full during the COVID payment freeze. On XX/XX/2022, upon learning of the forgiveness program including the possibility for borrowers to receive refunds for payments made during the COVID freeze I contacted FedLoan Servicing. At this time, the loan provider discouraged me from requesting a refund to reinstate my loan, as they did not think reinstated loans would be eligible for forgiveness. When additional guidance from the Department of Education and news articles exploring this issue were released, I re-called FedLoan Servicing on XX/XX/XXXX. The loan provider quickly confirmed that I was eligible for a refund and processed my refund of {$19000.00}. They told me the processing time would be two weeks to 6 months. On XX/XX/XXXX, I called FedLoan Servicing to ensure my XX/XX/XXXX request was processed. The representative could only tell me she saw the request in the call notes and could not provide me with any additional information. This leaves me with great concern that FedLoan Servicing is not prioritizing these requests to process loan refunds and reinstatements so borrowers can qualify and get benefits for loan forgiveness. I am seeking assistance to expedite this process to ensure I can have my loans reinstated in time to apply for forgiveness before the XX/XX/XXXX deadline.
Company Response:
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Hello, First, thank you to whoever is reading this for the work that you do- love the CFPB. My issue is with my apparently former student loan servicer, FedLoan Servicing. I am one of the many Americans who is eligible to have some of their student loans discharged under the recently announced Student Loan Forgiveness. I made regularly monthly payments during the COVID pandemic despite the payment pause because I was able to do so and worried about my long term debt burden. Now, I am seeking both forgiveness of my remaining balance and to recoup some of the payments I made during the pandemic. When I reached out to FedLoan Servicing today, who I understood to still be servicing my loans- I regularly log into my FedLoan Servicing account, they informed me that they transferred my loans to XXXX. This is the first I've heard of it - I was not informed in advance that my loans were being transferred to another servicer, and I've never been individually informed via email or direct mail that my loans had changed hands. If I had been notified, I would've taken to opportunity to download detailed billing information in advance. These loan servicers are shady - I can't help but think that the lack of notice/forewarning is intentional and designed to complicate mine ( and I assume others ) ability to access loan forgiveness. There need to be stronger regulations in place about this in terms of notice periods- there should never be a gap in my ability to be fully aware of my current loan obligations and the history of my payments because that gap only benefits the servicer and is disadvantageous to me as a consumer. Any assistance you can lend in ensuring both that I am able to access my loan history and set up a new account with XXXX, and to ensure that other consumers are able to do the same by advocating for stricter regulations on the transferrence of student loans between servicers would be much appreciated. Best, XXXX
Company Response:
State: NY
Zip: 11104
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I recently rehabbed my student loans, and AES PHEAA transferred and updated my accounts with the new servicers. They removed all but 2, and left the 120 days delinquencies when they have removed all others. I had over 16 accounts, and when I disputed these accounts, they came back verified when they no longer exist.
Company Response:
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: CFPB Agents : AES/PHEAA will attempt to close this complaint and mark it as a duplicate. Should they do that, please know they are maliciously doing this because they do not want to provide legitimate answers to the complaint. AES/PHEAA continues to send duplicate correspondence for loans that are past due in what is my belief an attempt to harass me. I have received 2 pieces of correspondence that outline the loans that are past due during the week of XX/XX/2022. AES/PHEAA should not be sending the same correspondence multiple times. This is seen as an act of provocation/harassment ( as has been repeated multiple times in this forum and over the phone to AES/PHEAA ) XXXX AES/PHEAA has been warned several times in the past. As of this time, letters are being sent to Counsel with the dates received. The promissory note for ALL LOANS does not contain information that permits AES/PHEAA to insistently harass borrowers by sending multiple pieces of correspondence in the span of days to a week that outlines the same information, in this case, loans being past due. AES/PHEAA will try and explain that I should make the payments on time in order for the letters to stop. Unfortunately, that does not resolve the actual issue and AES/PHEAA is evading this issue by harassing me with all of these multiple pieces of correspondence. AES/PHEAA should not be sending the same correspondence over and over. It is my belief that they are doing this to annoy me ( and/or other borrowers ) instead of simply sending correspondence once. These loans are all consolidated at this point, so sending the same piece of correspondence within days to a week is completely unnecessary and will be seen as a violation going forward. Each incident where this happens will be counted. If AES/PHEAA continues down this road, I may reach out to the original issuer with counsel to potentially pull a specific loan or loans out of the service citing disturbing behavior on the part of your Agency. Again, the promissory note permits the alerting of loans past due ONE TIME. This does not authorize your agency to constantly harass borrowers with an identical copy multiple times. A potential restraining order against some agents who do not behave professionally is also a possibility. This is warranted due to a previous complaint where I outlined disturbing details from an Agent and AES/PHEAA claimed they couldn't " substantiate '' any of this misbehavior, which is honestly up for interpretation. In addition, I have reached out to Senator Warren and provided her with the experiences I have been subjected to by your Agency and some of your agents. I look forward to hearing from her and the avenues she has in mind to protect borrowers from the consistent fraud and misbehavior that continues to occur within your Agency. AES/PHEAA : I would advise not closing this complaint without providing a response. If a PHEAA agent is responding to this complaint, it is advised you pass the complaint over to a Supervisor/Litigator for further review prior to responding in a premature manner.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: My wages was garnished by AES with a 3rd party contracted company. This took place roughly from XXXX. I did not have a signed contract with this 3rd party ; which made it unlawful to garnish my wages.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been having issues with my student loan servicers regarding accessibility of information, transparency, servicer transfers, and payment refunds. My student loans were serviced by Fedloan up until XX/XX/XXXX, after which they were transferred to XXXX/XXXX XXXX I made $ XXXX in payments to Fedloan during the COVID-19 forbearance period and paid the remaining $ XXXX to XXXX over the next several months , still within the forbearance period. I requested a refund of these payments when the BidenXXXX debt relief program was announced, on XX/XX/XXXX, and have been met with confusion, conflicting information, and stalling for months. It appears that Fedloan Servicing has lost information regarding my payment history when they transferred my remaining balance to XXXX/XXXX because neither servicer can find history of it. As a result, XXXX is refusing refund of the first {$10000.00} of payments and delaying the {$17000.00} of payment history they do have record of. I have called Fedloan and they told me it was not their responsibility and that XXXX has to handle the refund. I have called XXXX 4 times, emailed once, and mailed bank statement history of payments directly to their office. Each call is met with operator confusion and telling me that the refund is processing on time but no one can give me a completion date. Every time I call I am told that it will be done by a different date, I was first told it would be done in 6 weeks, by XX/XX/XXXX. 4 weeks after my request, I got a letter saying it was just submitted and it would be 8 weeks to receive the refund, XX/XX/XXXX. First I was told that my loan balance would be reflected in XXXXXXXX XXXX website and then Studentaid.gov, now I'm being told I will get my refund and it will not update the balance? How am I supposed to pay off the loan then? In addition to the conflicting information, both Fedloan and XXXX 's websites restrict account access to website features once the loan balance is {$0.00}. XXXX prevents users from acccessing their account inbox to send messages and contact the company with questions or concerns. They then force uses to mail or fax to send documentation. Fedloan is the worst offender and restricts all access to the user 's account, including any and all payment history and tax forms. The current status from XXXX is that the refund is processing and is currently held up with their request to Fedloan for information regarding the loan payments that I made that they did not transfer and have no record of. These companies have truly mishandled my money and should be subject to punishment.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Companies Involved : FedLoan Servicing ( PHEAA ), XXXX and XXXX To whom it may concern : I took out XXXX Parent PLUS loans for my daughter to attend college between XX/XX/XXXX and XX/XX/XXXX with the original cumulative principal of {$47000.00} and an interest rate of 7.9 %. As of today, these loans now have an original principal of {$81000.00} -- close to doubling -- and the interest on these loans accrued and capitalized while my daughter was still finishing her XXXX degree. I am filing this complain again FedLoan, XXXX, and XXXX, because I don't believe I was provided adequate information to ensure the loans were kept on deferment while she continued to pursue her schooling for her XXXX degree and subsequent graduate education. At XXXX point, these loans were placed with a collection agency despite my child 's status as a student pursuing higher education. I am also unclear if it is even possible that these loans should have accrued interest and capitalized while she was still in school at the XXXX institution in which the loans were paid towards. Ultimately, these loans have accrued an egregious amount of interest over the course of the last 10-12 years while my daughter has been continuing to pursue schooling over the majority of this time. In particular, I don't believe I was provided proper documentation or communication about the loans accruing interest, capitalizing, and continuing to be active while my daughter continued her schooling. I understand that these loans would accrue interest despite being placed on deferment during XXXX school, but I believe there have been missteps in policy and communication throughout the process that have led to a much higher principal balance now. I am grateful for any assistance that can be provided on tracking down the path of these loans through multiple agencies, including a collection agency. When I reached out to XXXX earlier this year, I was provided with the documentation that I've attached. I don't believe this is expansive or a full representation of the path these loans have went through which have led to their ballooning in value, but it is all I have received, with some redactions being made for some reason. Thank you.
Company Response:
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have made multiple requests to FedLoan and XXXX to receive a refund for payments made on my student loans during the XXXX forbearance period. I submitted my first request on XX/XX/XXXX to FedLoans with no reply. I contacted FedLoans again on XX/XX/XXXX and received a reply on XX/XX/XXXX requesting the exact payment dates and the exact amounts from you for the request to be submitted. I replied on XX/XX/XXXX with the following information : " HI XXXX, Here are the payments that I would like refunded : XX/XX/XXXX -- {$1300.00} XX/XX/XXXX -- {$1300.00} XX/XX/XXXX -- {$1300.00} XX/XX/XXXX -- {$1300.00} XX/XX/XXXX -- {$1300.00} XX/XX/XXXX -- {$1300.00} XX/XX/XXXX -- {$1300.00} XXXX/XXXX/XXXX -- {$210.00} XX/XX/XXXX -- {$1000.00} XX/XX/XXXX -- {$1800.00} XX/XX/XXXX -- {$1800.00} XX/XX/XXXX -- {$1800.00} XX/XX/XXXX -- {$1800.00} XX/XX/XXXX -- {$1800.00} XX/XX/XXXX -- {$1300.00} XX/XX/XXXX -- {$1300.00} XX/XX/XXXX -- {$1300.00} XX/XX/XXXX -- {$1300.00} TOTAL : {$24000.00} '' On XX/XX/XXXX I received this reply from FedLoan : " Thank you for contacting FedLoan Servicing! A request was submitted to refund your payments from XX/XX/XXXX through XX/XX/XXXX. It can take anywhere from 2 weeks to 2 months for the refund to be received, which depends on the XXXX XXXX XXXX XXXX. Please use the " Contact Us '' link through your online account at XXXX to submit inquiries via a secure email form. You may also call us toll-free at XXXX to reach our Customer Service Department XXXX which is open Monday through Friday, XXXX XXXX - XXXX XXXX XXXX XXXX XXXX. Sincerely, XXXX '' On XX/XX/XXXX I contacted FedLoans : " Hello, I would like to check the status of my refund initially requested XX/XX/XXXX. I received a reply and sent the exact dates and payments on XX/XX/XXXX. My loans will be transferring from FedLoan to XXXX on or about XX/XX/XXXX. I would like to receive the refund before they transfer to XXXX to avoid any confusion. I was told it would take anywhere from 2 weeks to 2 months to receive my refund, I have been waiting 3 months. Thank you for your time! XXXX XXXX '' I have not received a response as of today, XX/XX/XXXX. It has been 8 months since my initial request, and 2.5 months since FedLoan informed me it should take 2 weeks to 2 months to receive my refund. I have also messaged FedLoan on XXXX XXXX XXXX to request information. They said they would have a representative call me but I never received a call. Thank you for your time, XXXX XXXX
Company Response:
State: CA
Zip: 91350
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I qualify for the PSLF program. I have been working as a XXXX for XXXX years. I was sent papers saying that I had less than 10 payments accepted out of 120! I was astonished. I was told that you could make BIG payments every year and they would count for 12 payments. In addition, I looked at my Balance and I was DETERMINED to pay it off in 2 years ... not TEN years, so I could buy a house. at his point, I felt like no matter how many payments I made, it was a fraud, and I had to just pay it down FAST, because the higher the balance the more the INTEREST! I started changing my payments : XX/XX/XXXX XXXX required XX/XX/XXXX. XXXX higher payment XXXX more than required XXXX XXXX XXXX XXXX XXXX XXXX higher payments XXXX more for 3 months than required XXXX XX/XX/XXXX XXXX XX/XX/XXXX. XXXX. MASSIVE payment. XXXX over required XX/XX/XXXX. XXXX. MASSIVE payment. XXXX over required XX/XX/XXXX. XXXX XX/XX/XXXX. XXXX. MASSIVE payment. XXXX over required XX/XX/XXXX. XXXX. MASSIVE payment XXXX over required XXXX XXXX XXXX no payments required XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX. MASSIVE payment. XXXX over required XX/XX/XXXX. XXXX. MASSIVE payment. XXXX over required XX/XX/XXXX. XXXX. MASSIVE payment. XXXX over required XXXX. XXXX -- -- -- -- XXXX in overpayments made during the pandemic that I could have used for a downpayment for a house I called up Fed Loan in XXXX and went over all my overpayments. I was upset, because I got a letter that showed that now almost XXXX of my payments were being ACCEPTED. I was told that NONE OF MY OVERPAYMENTS MADE A DIFFERENCE TOWARDS PSLF and ONLY the XXXX amount or the min payment! I spent hours on the phone and we calculated the amount to be paid back to me. I was told it would take 2 weeks to 2 months for the money to be paid back to my bank account. We went through EVERY TRANSACTION. I was literally taking the money I would have used to BUY HOUSE, and the PAYMENTS WEREN'T EVEN MKING A DIFFERENCE. My payments for the past 9 years that I had been making were accepted! I literally have 10 more payments. Less than 1 year! I am still waiting for my money to be refunded ... ... as NONE of the OVERPAYMENTS COUNTED. I am still making the monthly payments to XXXX... now you can't even see the documents on FEDLOAN. But they are all the same and run by the government, it should all be documented! XXXX only shows the most recent payments. I can't wait for this mess to be OVER!!
Company Response:
State: CA
Zip: 90603
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A