Date Received: 2022-06-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have attempted to contact FedLoan multiple times in the last month to receive a refund of student loan payments I made during the COVID Forbearance while I was also qualified for the PSLF program. I had received no response from FedLoan or any status updates beyond a confirmation of receipt of the email. This is unacceptably slow response time.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: My federal student loans are currently being handled by FedLoan Servicing and are about to be transferred to XXXX. In XX/XX/2022, I made a final payment on my loans and received notice that they had been paid in full. In XX/XX/2022 I determined that I would like the final payment refunded as is my right under the CARES Act, thus I submitted a request for a full refund of my final payment in the amount of {$11000.00}. This refund was processed and I can now see the principal balance of {$11000.00} as expected, however there is an additional charge of {$65.00} in outstanding interest. There was no outstanding interest at the time of my final payment, and given the federal pause on assessing interest on student loans is still in effect, this charge is illegal. I called customer service to inquire, they looked into it and informed me the interest had been assessed prior to the pandemic. This is false. I requested all of my records from FedLoan Servicing via a FOIA request several months ago, and these records clearly indicate that there was *no outstanding interest* on my account when the pause went into effect. My account clearly indicated that there was no outstanding interest when I made the final payment. Furthermore I did receive and have a copy of my letter from Fedloan Servicing that my loans had been paid in full as of the final XXXX payment in the amount of {>= $1,000,000}.
Company Response:
State: AZ
Zip: 85006
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello. I handed in my XXXX application and FedLoan received it on XX/XX/2022. I have been waiting for appropriate communications from them as to what to do next. I decided to contact them XX/XX/2022. They wrote back on XX/XX/2022 stating that I needed to hand in the first page of the application again. This is ridiculous due to the fact that the completed application was received on XX/XX/2022. They received updated employment verification forms on XX/XX/2022. I refaxed the first page of the application on XX/XX/2022 dated from XX/XX/2022. FedLoan does not contact me and has me waiting without proper instructions. There are others who have received forgiveness before me due to their poor management of my application. I have been working for not-for-profit employment sites over 11 years. This is not acceptable.
Company Response:
State: NY
Zip: 11510
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My name is XXXX XXXX. My maiden name and name on my loan is XXXX XXXX. My account # is XXXX ( XXXX ) and XXXX XXXX XXXX ( AES ). I began my loan replayments in XXXX. I consolidated my student loans. I was with the lender XXXX XXXX XXXX XXXX XXXX. My monthly payment was set at {$140.00} and I was paying ahead. In I believe XXXX, my account was moved to servicing at XXXX. My monthly payments remained at {$140.00}. On XX/XX/XXXX, my loan was transferred again per a letter. This time to American Education Services ( AES - XXXX # XXXX ). I set up direct deposit, but had to cancel it shortly after I was notified that I had to make the remained of my loan payments in 3 installments with the first payment of {$2000.00} being due on XX/XX/XXXX and it had outstanding interest even though I was paid ahead from when it was at XXXX XXXX had never missed a payment with XXXX. My payoff amount is set at {$5600.00} as of XX/XX/XXXX. I called on XX/XX/XXXX and was told a review would be completed. I was never contacted about the review. On XX/XX/XXXX, I called again and was told my loan term was 15 years and there was nothing to do about the balloon payment. The agent did not look into anything or offer any options. She told me I had to pay. I contacted XXXX via their chat system after to ask about my loan after. The agent said they would send me details about my loan, did not know why my account was transferred, and suggested AES contact them to update their information. I called back and the agent looked up the review and said they determined the loan was a 15 year with a balloon. So no one was reaching out to XXXX further, because of their review. I asked for a copy of my Note. She said it would be sent to me. She offered to put my account in forbearance for 3 months with an option of another 12 months being something to look into after. I am trying to figure out the breakdown on my account. I never opted for an income based loan set up on my original loan and when I consolidated I never opted for that either. How did my fixed loan with a payment suddenly become a 15 year balloon? I feel there is some type of miscommunication or there was some type of fraud done. I feel blindsided and duped with a very convenient servicing transfer that made it so none of the companies are talking to each other.
Company Response:
State: MN
Zip: 55068
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have applied for the XXXX waiver ( XXXX ). I am being told I am 8 months away from forgiveness or until XX/XX/XXXX. I calculate I should have already qualified. My question is, Why are some of my payments being labeled as eligible for XXXX and some are not? According to their counter I am short XXXX months of qualifying for forgiveness. Yet, I have XXXX months they are not counting. They are not counting 3 months for XXXX, XXXX of XXXX, and 8 months of XXXX a total of XXXX months. If and when they count these I will not only qualify but be over the required number of months. I have emailed, called, and resubmitted forms. Yesterday I was hung up on, called again and was told yet again they don't know why they are not being counted. That it is best to keep on waiting. I don't want to have to start making payments in XXXX only to have them returned if it is not necessary. I am asking for an answer and am reaching out for any help you can give me. Thank you, XXXX XXXX
Company Response:
State: TX
Zip: 76548
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My complaint is with American Education Services ( AES ) I have had multiple issues with this company for many years including when going through hardship. With the exception of 3 months during Covid, they did not offer assistance in getting making payment assistance and harassed myself and XXXX XXXX XXXX grandmother with multiple calls a day. My most recent complaint involves a payment. I called AES at around XXXX XXXX XXXX on XX/XX/2022 at the number : XXXX to make a debit card payment in the amount of {$190.00}. The payment was accepted, but I did not receive a confirmation number. On XX/XX/XXXX, I noticed that my payment had not posted to my online account. However, my bank statement showed the payment processed and debited from my bank account on XX/XX/2022. I sent an email through online portal and called to find out why. From that point I made phone calls to AES on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX to resolve the matter. I was told that my payment was pending, that my payment was sent to FED Loans ( without my consent ) by accident but they were working on applying it to my AES, that they could not apply it to my AES and it would be refunded. On XX/XX/XXXX, the representative told me it should be refunded to me within 2-3 weeks. My last call on XX/XX/XXXX, I was told that they ( AES ) couldn't do anything further and that I need to call FED LOANS to have a refund processed. I called FED LOANS who attempted a refund two times and was told within 2 weeks to my payment source ( debit card ). I noticed that on XX/XX/XXXX, the loan was credited to FED LOANS on my credit report. I do not believe any attempt has been made to resolve my problem nearly 2 months later. I'm nervous about continuing payments out of fear that my funds will continue to be mishandled. However, I know that not making an attempt will hurt credit rating and put me at risk for default. I feel like this is a means to keep capitalizing on the interest on my payments. I'm attaching a screen shot of the payment debited from my checking account and call log. Thank you for your time and consideration in this matter.
Company Response:
State: AR
Zip: 71854
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Dear CFPB : I am officially filing a complaint against the FedLoan Servicer. Please see attached document for details regarding my inquiry and concern related to Public Service Loan Forgiveness ( PSLF ) Program. I've clearly demonstrated that I have fully met the PSLF criteria : 1. I have over 10 years of qualifying public work experience, and 2. I have made over 160 qualifying loan payments between XX/XX/XXXX through XX/XX/XXXX. Fedloan seems to have miscalculated my years of public service. My former employer, XXXXy XXXX XXXX of XXXX XXXX, Department XXXX XXXX XXXX, attested that I was employed from XX/XX/XXXX through XX/XX/XXXX, which brings my years of public service to over 11 years. Since PSLF began in XX/XX/XXXX. I counted my qualifying years of service from XX/XX/XXXX through XX/XX/XXXX, which comes to 10 years and 7 months. I have been making loan payments since XX/XX/XXXX. To date, I have made over 160 qualifying loan payments. As you can see, I have fully met my obligations under the PSLF. FedLoan keeps messing up. Therefore, I am reaching out to CFPB to intervene on my behalf at this point and hold FedLoan accountable.
Company Response:
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My student loans were transferred as required by the Public Service Loan Forgiveness program application process. The new servicer, FedLoan Servicing, did not properly update the CRAs advising them to transfer the prior reporting history from the old servicer ( XXXX ) to FedLoan Servicing. Accordingly, my loans are double reported on my consumer reports ( the old loans and the new loans ). I previously complained to the CRAs ( XXXX has not corrected the information ), and both the old and new servicer. I also complainted to the CFPB, but the company responses were generic and did not address the problem.
Company Response:
State: MD
Zip: 20814
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I qualify for PSLF ; and have made 120 payments at this point. Fedloans is my loan servicer. I was told after speaking with the ombudsman that all my uploaded employment certification forms would be reviewed at the same time- however they failed to do so ; only reviewing one form. I would like a prompt review of all uploaded ECFs as I currently qualify for forgiveness. The wait time of 3-4 months is unreasonable to wait through again. Thank you.
Company Response:
State: VA
Zip: 23693
Submitted Via: Web
Date Sent: 2022-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX - I submitted PSLF employment certification form to FedLoan for period covering XX/XX/XXXX to present for employment with the State of SC. My employment was previously certified dating back to XXXX of XXXX only as I was in a 27+ month forbearance period from XXXX to XXXX of XXXX. Based on the PSLF limited waiver, I submitted a request for the period of XXXX to XXXX ( even my online FedLoan account shows eligible payments in date range of XXXX to XXXX but requiring approved employment in order to qualify ). Based on advice I received from FedLoan PSLF customer service rep about filing this ECF, I submitted a request to certify my entire employment history with the State to include the the period of time already certified ( XXXX to XXXX ), as opposed to only seeking certification for the period from XXXX. XX/XX/XXXX - Received letter from FedLoan notifying me that they updated my PSLF payment counts based on the employment information submitted. However, the only updates FedLoan made were to those between XXXX and the date of my ECF submission. They completely ignored the XXXX period. No rejection, no notes or explanation, no call to employer for additional information .... nothing. I subsequently called FedLoan PSLF line 3 times with waiting periods ranging from 1.5 to 2.5 hours. Each time I explained this issue. During first call, customer service rep indicated he understood the oversight and that my ECF would be reviewed with a determination made within 7-10 business days. It's been 3-4 weeks with no updates. My two other calls yielded no additional information that was helpful.
Company Response:
State: SC
Zip: 29201
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A