Date Received: 2022-09-23
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: XXXX XXXX, XXXX XXXX, am writing this complaint without any assistance from any third parties. I am requesting the following documents in response to FEDLOAN response to the previous complaint : Please provide an authenticated record that verifies that I gave FEDLOAN consent to share my nonpublic personal information to the consumer reporting agencies. Please also provide an authenticated record that verifies that I gave consent for FEDLOAN to share my nonpublic personal information to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I submitted my consolidation application to the Department of Education. At the time, FedLoan was an option to consolidate with for the Public Service Loan Forgiveness program. I selected FedLoan as my servicer and my FFELP loans from XXXX were transferred to FedLoan. My remaining loans are direct loans and some were previously consolidated in XXXX. I instructed to consolidate my FFELP loans so they would be eligible for forgiveness. I was informed that the other direct loans from XXXX would automatically be transferred to FedLoan for PSLF processing. On XX/XX/XXXX, I contacted FedLoan, XXXX, XXXX XXXX and the Department of Education concerning my loan forgiveness and status of my loans being transferred for the Public Service Loan Forgiveness process. FedLoan informed me that I meet my 120 payments towards forgiveness and they wouldn't transfer my loans to XXXX because the Department of Education paused my transfer due to them being forgiven. I spoke to XXXX who informed me to submit a PSLF application to them since my remaining loans would be transferred to them since FedLoan is no longer handling the PSLF program. The representative stated I wasn't in XXXXXXXX XXXX system to provide any information concerning my loans. At this time, the representative with XXXX XXXX can't locate information about the transfer. FedLoan stated they won't be receiving the remaining loans although I submitted a ADD on Loans form for them to add the other loans with XXXX to the loans that were forgiven. On XX/XX/XXXX, I contacted XXXX about the status of my loan and was told that the Department of Education submitted a payoff inquiry on XX/XX/XXXX and XX/XX/XXXX. A XXXX representative informed me that the amounts were provided both times but the funds have never been released to payoff the loan for it to be transferred to FedLoan. She couldn't provide any information on why a follow-up wasn't sent to Department of Education XXXX On XX/XX/XXXX, I contacted the Department of Education line about the status of my loans being transferred for PSLF program and explained that my loans with XXXX were forgiven because they were transferred to FedLoan for processing. The representative confirmed that the payoff request were sent but couldn't locate any more information as to why my other loans weren't sent to FedLoan for processing or any other account details. The representatives couldn't provide me any information on if my loans would be transferred to FedLoan or XXXX so they can be forgiven. The Department of Education failed to complete the process for my loans with XXXX to be transferred. At this point, I haven't been able to get any information on why my loans weren't transferred to FedLoan so they could all be forgiven together. I'm not able to get any information on if my remaining loans are going to be transferred to FedLoan or XXXX for the final forgiveness. I feel that I shouldn't be penalized and have to wait longer for forgiveness when the Department of Education failed to complete their part in the process. I haven't been able to speak to anyone about what is going to happen. All activity on my forgiveness have ceased other than my loans with FedLoan being forgiven this month.
Company Response:
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Waiting 20 days now for reinstatement and refund of loan XXXX. Very urgent, please reinstate and refund my loan. Thank you
Company Response:
State: WA
Zip: 98501
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I disputed the inaccurate account and they keep verifying that it is accurate when all actuality it is not. This account should be closed and should have a XXXX balance. This account was transferred to another servicer. The attached reports were all ran on XXXX. I want this account removed immediately per FCRA 15 USC 1681e ( b ) : Accuracy of report Whenever a consumer reporting agency prepares a consumer report it shall follow reasonable procedures to assure maximum possible accuracy of the information concerning the individual about whom the report relates. The credit bureaus and FedLoan are both reporting inaccurate information and i want the account removed from all consumer reporting agencies and files.
Company Response:
State: TX
Zip: 76002
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: FED LOAN HAS BEEN USING MY REPORT FRAUDELANTLY xxxxxxxxxxxxx XXXX I DIDN'T ALLOW THEM TO USE MY PERSONAL INFORMATION WITH OUT MY CONSET THEY ARE IN VIOLATION OF 602. Congressional findings and statement of purpose [ 15 U.S.C. 1681 ] A ) I must be respected and have the right to privacy. 604. Permissible purposes of consumer reports [ 15 U.S.C. 1681b ] A ) Section 2 : It also states that a consumer reporting agency can not furnish an account with out my written instructions. This is grounds for removal and monetary relief immediately.
Company Response:
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX, I paid off my federal student loans with Cornerstone. Since then Cornerstone has been shut down and has been transferred to FedLoan Servicing. I've never made an account or a payment to FedLoan Servicing because my loans were all paid off. I called FedLoan at the beginning of XX/XX/XXXX to request a refund for the payments that I've made to my federal student loans but they said that they couldn't help since I had no account with them. They are also being shut down and being transferred to XXXX so I can't create an account with them. I'm left in a situation where I'm eligible to receive a refund of my payments but aren't able to because of the servicer migration.
Company Response:
State: MI
Zip: 48335
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am requesting a full refund on the {$8000.00} I paid in XXXX subsidized federal student loans during the period XX/XX/XXXX - XX/XX/XXXX. I paid this amount in XXXX increments of {$2000.00} during this XXXX period to my original loan servicer, Cornerstone Loans. I attempted to contact Cornerstone Loans, however, all of their information is defunct as the company has completely shut down as of the end of XXXX. According to the information on my studentaid.gov dashboard and email confirmation from the U.S. Dept of Education, my loan information was successfully transferred to FedLoan Servicing ( PHEAA ) as of XX/XX/XXXX, and FedLoan is my current servicer. I made a call to FedLoan on XX/XX/XXXX to request information on my federal subsidized student loan refund. However, the customer service representative was not able to find my information in the system nor provide me with an alternative solution/resources despite elevating the issue to their supervisor. Please note that I did not make any loan repayments to Fedloan Servicing, as my loan was fully paid off to Cornerstone prior to the transfer from Cornerstone to Fedloan Servicing. I was later informed by external sources that Fedloan Servicing should have my loan information on file, but in the Cornerstone conversion files, which the customer service agent was not able to assist with during the time of the call. I submitted a complaint last night ( XX/XX/XXXX ) to FSA Student Aid, however, I received a response today ( XX/XX/XXXX ) at XXXX XXXX XXXX saying that they are unable to perform loan servicing requests and that I would have to contact my loan servicing provider. I called on XX/XX/XXXX at XXXXXXXX XXXX XXXX and spoke to a customer service representative. Because my information was not found in the system ( again ), she recommended I call the Department of Treasury because they're the ones who will issue the refund. However, the loan refund has to be processed with my loan servicing agent, which is FedLoans. I was placed on hold when I asked to speak to their supervisor to retrieve the Cornerstone conversion files. The call then hung up after XXXX minutes on hold and again, I did not receive a solution to my concern.
Company Response:
State: NY
Zip: 11377
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I received an email from FedLoan Servicing stating the following : " ... If you made payments and now realize you were not required to, you can request a refund for all payments made since XX/XX/XXXX. '' Being that I made payments towards my federal loans adding up to approximately $ XXXX, I called and emailed FedLoan Servicing on XX/XX/XXXX to submit a refund request and was informed that I would receive the refund in the next 30-60 days. I called numerous times since then ( in XXXX and XXXX ) asking for an update on the status of my refund and was informed of an issue with the Treasury Department that would cause a delay in my refund so I waited another month. I called again recently and was informed that my refund request was canceled on XX/XX/XXXX ( 18 days after my request for a refund was made ) with no valid explanation as to why it was canceled. When I expressed my frustration with FedLoans customer service, lack of communication, professionalism and accuracy, I was hung up on many times and had to call back to start the process all over ( this happened at least 4 times ). When I finally reached someone in the escalation department I was informed that there was nothing that they can do to fix this issue since my federal loans have now officially transferred to a new loan servicer ( transferred on either XX/XX/XXXX or XX/XX/XXXX ; I received 2 different dates ). I have been told by FedLoan that I need to request a refund through my new loan servicer and that it will take an additional 30-60 days to receive it. When I contacted my new loan servicer, they notified me that they have not officially received my federal loan account yet and therefore can not process my refund request. The deadline to receive my refund is XX/XX/XXXX and I fear that I will not receive my refund in time and will lose out on the money that I spent to pay my loans during a period that I did not need to. FedLoan Servicing is completely inefficient and has wasted my time for the past 3 months. I was not informed until the last minute that my refund request was canceled almost immediately after I submitted the initial request. The representative who hung up on me was named XXXX ( # XXXX ).
Company Response:
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Requested a loan refund on XX/XX/25 and have yet to receive status or update via mail, no refund or change in account status has occurred.
Company Response:
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Ive had FFELP loans serviced by American education services ( AES ) since a few years. I also have other student loans which are direct loans with the department of education. When the cares act was announced back in 2020, I reached out to AES and they told me that my loans with them were not eligible for the benefits under the cares act. This information was accurate at the time. However, there had been changes and announcements made by the Biden administration in months following, and AES failed to inform me of any updated information. Specifically, this new information included announcements such as FFELP loans becoming eligible to be consolidated into a direct loan so that the benefits of the cares act could apply to my FFELP loans. Since AES never communicated these updates to me, my loans with AES not only continued to accrue internet, but I also made loan payments when I was unemployed and could not afford to do so. Also, because my loans were not consolidated to direct loans, I could not receive any benefits that were available with the CARES Act ( pause on payments as well as no interest accrual ). Since last week, I have reached out to AES and received conflicting information. One agent tells me that my loans with AES are not eligible for loan forgiveness ( whether they are consolidated to direct loans or not ). Another agent gave me different and opposite information. They also tell me that the payments I made during and since the pandemic can not be refunded because that would make my account delinquent. Even though they failed to communicate any information regarding loan consolidation eligibility. I feel that I missed out on maximizing my benefits during the pandemic when I most needed help, because AES did not provide information and announcements which applied to my loans in a timely manner or at all.
Company Response:
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A