Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hi, I would like to complain about my loan service who denies my refund request before getting approval from XXXX. I'm a pell grant recipient and would be qualified for {$20000.00} debt relief. I requested the refund of about {$18000.00} that I paid off by refinanced with XXXX XXXX during the pause on XX/XX/XXXX to my FEDLOAN Servicing. Six weeks went by, I have not seen any movements. I called FedLoan Servicing multiple times during that 6 weeks period. Each time, I would get a different answer. Some agents told me to call student aid ( XXXX ) to follow up, some told me to call treasury department to check status. I called both agencies, but got no answers, both redirected to back to my loan servicer. I feel like those people are passing the buck and dont know what they are doing. Today ( XX/XX/XXXX ), I called Fedloan servicing and escalated to a supervisor. I got connected to a supervisor. Her employee ID is XXXX. She informed me that the conversation was recorded. She asked me questions about the XXXX payments I made during the pause. Her first response was that the refinanced payment by would not be qualified for refund because it was made by third party. Then she went and read some guidelines about third party refund and said that Fedloan servicing would have to get permission from the refinanced company to take the payment back but refused my offer to merge the call with refinanced company. She stated it would not help anyway because for sure the XXXX will deny my request, and unable to refund either money to me or to XXXX XXXX. I cited the press release and FAQs from Student Borrower Protection Center and Student aid states that Refund requests can only be made by you and refunded to you, even if someone else made a payment on your loan. from Studentaid.gov and Refund requests can only be made by you and refunded to you, even if someone else made a payment on your loan ( such as a student loan refinancing company ), from XXXX She said this is only apply to a certain types of payments such as made by me, my parents, whoever, but refinance bank is considered Third Parties. If it is the case, then my parents is not third party??? Because they are not me correct? I pointed out that a lot of people posted on reddit had received their refunds ( who refinanced as well ) She said she has no clue what I am talking about. She does not know what XXXX is. I asked for point of contact at XXXX, but she would not give it to me. She said all I can do is wait for denial letter from XXXX. Ultimately, does loan servicer has the authority to do this? Who would be the one who approve for my request? Can a loan servicer deny my request? Without submit it to XXXX for review? What is the next step? There is no transparent here in the whole process.
Company Response:
State: CA
Zip: 90630
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: AES reported that I was current but they also reported that they could not get ahold of me which has lowered my score by XXXX points. They received a returned letter but when I received an email about it, I looked on the website and everything looked fine. I also never received a call about this and AES agreed they never tried to call. I have never been late so this report is completely unfair and inaccurate. I have included a copy of my report that shows XXXX as XXXX negative.
Company Response:
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I requested a refund on XX/XX/XXXX for a payment made on XX/XX/XXXX of {$21000.00} on my student loans with FedLoan Servicing. I am entitled to the refund according to the CARES Act. As of today ( XX/XX/XXXX ) I have not seen my balance reinstated on my account or a refund, despite being originally told this would occur in 30 to 45 days. I am submitting a complaint due to the following : ( 1 ) FedLoan says they are unable to send a confirmation email or letter confirming my request for a refund has been submitted. ( 2 ) FedLoan says they can not provide updates on where in the process the request is, only that it was submitted on XX/XX/XXXX. ( 3 ) The timeline for seeing the account balance reinstated and a refund issued has increased exponentially with each call I have made requesting an update on the account. When the request was made on XXXX XXXX the timeline was 30 to 45 days. 3 weeks ago the timeline was moved to 60 to 75 days. As of XX/XX/XXXX the estimated timeline is now 4 to 6 months. The inability to provide confirmation of request for a refund combined with no updates on the process and a continually growing timeline is unethical. I have received confirmation of others who requested refunds AFTER I had put in my request and received theirs within 2 to 4 weeks. I am very concerned FedLoan is not following through with their financial obligations to keep consumers informed and appropriately process requests in a timely manner.
Company Response:
State: TX
Zip: 799XX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The recent transfer from Fedloan to XXXX took place in XXXX. The transfer amount from fedloan was around XXXX USD owed. The amount on XXXX is XXXX USD. I contacted Fedloan and they were unable to view any transaction history. I have made several payments over XXXX USD throughout my 8 years in college. The website says no biling information is recorded. I am speaking to a representative of Fed Loan XXXX XXXX ) and she has no transaction history to display and can not find a way to get me that information. XXXX doesnt have history payment and neither does fedloan. Where did my documents go and why do I no have access to them?
Company Response:
State: CA
Zip: 91606
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My name is XXXX XXXX XXXX. My address is XXXX XXXX XXXX. XXXX XXXX. XXXX. CA. XXXX READ BELOW This FED LOAN account # XXXX is the same as AES XXXX already paid in full. This is the same student loan that I have had with AES. See attached AES letter copy of paid in full XXXX Please remove the FED LOAN account because I do not owe anything Report to the credit bureaus that the account is close paid in full. Reply to this letter to : XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX. XXXX. CA. XXXX Thanks XXXX, XXXX XXXX/XXXX/2022
Company Response:
State: CA
Zip: 91504
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: To whom it may concern, I have been trying to get a refund from my student loan servicing, Fedloan Servicing, but they told me that they have transferred my loan through XXXX sometime in XXXX of XXXX. Initially, Fedloan Servicing told me to try ang get my money from XXXX but XXXX told me that since it was a paid off loan that I need to get it from Fedloan Servicing. Unfortunately, neither of the servicing have given me a concrete answer as to what steps to take to get my refund nor if my student loan is being processed for refund or not. Per CARES Act, I am requesting my XX/XX/XXXX through XX/XX/XXXX ( last payment made ) be refunded. Ultimately, the goal is to have my student loan refunded and be forgiven per Biden 's one-time student loan cancellation. Thank you for your time. Attached is the email conversations between me and the servicing.
Company Response:
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have recently reviewed my credit report and noticed some unauthorized accounts on my credit report under 15 USC 1681 a number 3. " FedLoan Servicing '' added late payments to my account that was false even added an extra month of late payments. XXXX assumed this role without permission not only that they did not have my consent. XXXX did not respect my right to privacy which is under 15 USC 1681 a number 4. XXXX did not exercise grave responsibility, they were unfair, they were partial. Im taken the liberty to file a CFPB report and an attorney general 's complaint. XXXX never had a permissible purpose Under 1681 b number 2. I never instructed those guys to furnish this report and I never consented to this report in the first place. ( FedLoan servicing added late payments to my account that was false even added an extra month of late payments )
Company Response:
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: FedLoan Servicing is handling the student loan refund in such a chaotic way. I called first on XX/XX/22 to request a refund. They said they put the paperwork in for around XXXX ( what I paid during covid only ) and it will be 30 days. Apparently they have an automatic voice recording of when you filed for the refund and mine said my application was never filed. I called customer again on XX/XX/22 and filed another refund, but this time she said it will be a refund of XXXX, all that is eligible for the student loan forgiveness. Then I inquired more about the cutoff date for refunds since I read that it is only for what was paid during covid suspension. I spoke to like XXXX different customer service representatives that day and they all gave me different answers to my refund.
Company Response:
State: TX
Zip: 78232
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I called MyFedLoan Servicing to request a refund on my payments made during the covid pandemic, specifically three different payments. They told me that since my loans are no longer with the company, I must contact my new servicer XXXX. I contacted XXXX on XX/XX/XXXX, and I submitted a refund request for loan payments during the pandemic. About a week later on XX/XX/XXXX, I called back to get an update and to pinpoint which loans I would like to have refunded. I made multiple payments during the pandemic, so I only wanted 3 loan payments ( which were made to 3 different loans, and therefore I paid off those loans fully at the time, closing the loan ). I specified the payments with the person I talked to. XXXX made on XX/XX/XXXX XXXX made on XX/XX/XXXX, XXXX made on XX/XX/XXXX. I called back about two weeks later to see if I can get an update on my loan refund. I had about an hour long conversation with a gentlemen and he seemed to be knowing what he was doing and said he understands and will update the paperwork. About two weeks later I received a call and they were confused about my request since XXXX only has 2 of my loans, totaling XXXX, out of the XXXX loans that I had received during my XXXX. I explained the situation and stated that I made payments to loans XXXX, XXXX and XXXX ( XXXX made on XX/XX/XXXX, XXXX made on XX/XX/XXXX, XXXX made on XX/XX/XXXX ) paying them off fully prior to my loans being transferred to XXXX. The person then explains to me that XXXX only received XXXX out of the XXXX loans, since the other XXXX loans were paid off and closed - MyFedLoan did not send the loan information over for the remaining XXXX since they were paid off. They then told me I had to contact MyFedLoan again and request the specific payments I made to be refunded and have those loans reinstated - and then probably transferred back to another servicer after they were. I called MyFedLoan and explained what happened, they didn't really care they gave false information. I called back again and talked to someone who was a little more understanding and then submitted my request for reimbursement of my three payments that I requested. But, they told me the request would take 2-8 weeks for request to be processed, and then another 8-12 weeks for the treasury to refund my actual amount. So I wasted the last 6 weeks because I received false information multiple times from both services.
Company Response:
State: TN
Zip: 37130
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My federal student loans ( fed loan servicing ) went from on time payments to the next month 120 days late this information is inaccurate.
Company Response:
State: NC
Zip: 28262
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A