Date Received: 2022-04-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hi I recently applied to the XXXX program after the new laws were made. I previously had a FFLEP loan so I refinanced to a direct loan and completed the new XXXX program. I applied in XXXX and many months later I finally found out by calling them that they had sent me several letters regarding my loan status. The only problem is that nothing was actually mailed to me but the letters had been posted to my new account at Fed Loans which I did not know I had and had no access to. I have sent several emails asking for information as to the status of my XXXX application. Each time it has taken several months for a response. The last correspondence I received from them stated XXXX of the XXXX jobs I submitted ( which cover a 2 year period ) were approved but I was not given any credits for the payments made during that 2 year period. I sent them another email to inquire why I did not receive any credit for those payments this is what they said : " The Department of Education regulations require us to have an end date on all forms. On the XXXX XXXX XXXX XXXX ( PSLF ) & Temporary Expanded PSLF ( TEPSLF ) Certification & Application ( PSLF Form ), we use the date your employer signed your form ( if you are still employed ) as the end date. Payments made after this date may qualify for XXXX XXXX XXXX XXXX ( XXXX ) ; however, will not show on your tracker until the next time you recertify your employment. '' ONLY THE PAYMENT AFTER I AM ACCEPTED TO THE PROGRAM WILL BE CREDITED. Isn't it the main point to the new law past payment will able to be counted. Why would Fedloan be unaware of this. Any help you can provide would be appreciated. thank you XXXX XXXX
Company Response:
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello. I have student loans with FedLoan Servicing. I am in the process of working towards XXXX XXXX XXXX XXXX Towards the end of XXXX I was reviewing my payment count on the FedLoan website and noticed that I was not given credit for several payments while I was in XXXX. This prompted me to have my bank pull statements, which show XXXX student loan payments were made during this time. I then called FedLoan Servicing and spent several hours on hold before I was able to talk to a representative. She recommended that I upload the bank statements, along with a letter detailing the situation, to their website. I submitted this documentation on XX/XX/XXXX. I also submitted a new XXXX application at the same time. In XX/XX/XXXX I was notified that neither documentation were accepted. The rationale that I was provided for the XXXX application was that the signature appeared to be computer generated ( it was not ), and a new form would need to be provided. The rationale for denying the bank statements was unclear as I was simply provided a rejection letter that was directed towards the XXXX application form. I have since resubmitted these forms and e-mailed FedLoan Servicing to inquire as to the status of my applications. As of writing this I have not received any response. Any help that you could provide would be greatly appreciated.
Company Response:
State: FL
Zip: 32082
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: AES/PHEAA Legal Division : In response to the correspondence received on XX/XX/2022, please see below. I have received your correspondence outlining 18 Pa.C.S. 5704 ( 15 ). I have noticed that you left the majority of the below out of the correspondence. ***The personnel of a business engaged in telephone marketing or telephone customer service by means of wire, oral or electronic communication to intercept such marketing or customer service communications where such interception is made for the sole purpose of training, quality control or monitoring by the business, provided that one party involved in the communications has consented to such intercept. Any communications recorded pursuant to this paragraph may only be used by the business for the purpose of training or quality control. Unless otherwise required by Federal or State law, communications recorded pursuant to this paragraph shall be destroyed within one year from the date of recording. *** It is the belief that AES/PHEAA does not use the recordings for only training or quality control, but that it goes beyond this exception. I never gave AES/PHEAA any exception to use recordings beyond the exceptions, nor is AES/PHEAA permitted to do so unless it is otherwise stated extensively. I also must call out that AES/PHEAA be held accountable for all recordings that are retained past one year from the date of any such recording. How are we as borrowers to know that any one of your employees hasnt secretly moved them somewhere for " Personal purposes '' that would otherwise defy the very reasons allowed for a " business '' to be recording phone conversations? Recently, some of your AES/PHEAA employees engaged in abusive " tones '' with me during conversations and made some disturbing remarks which left me contemplating reaching out to law enforcement. While your written correspondence to a degree is appreciated, I find part of it insulting. It is obvious that AES/PHEAA continues to lose trust from American citizens. Other State Attorneys have been miserably pulled into the crossfire of some of the otherwise scandalous nature of your organization. While the individual or individuals who pointed out the case from the past were able to reaffirm a sub law, the fact remains that what is forgotten are the various legal troubles and accusations brought against your organization by influential attorneys across States, one of whom specifically mentioned how AES/PHEAA engages in fraud. The very known truth of that is that your organization makes no hesitation in signing some sort of Civil Agreement with the Massachusetts Attorney General which only categorizes it into a position of guilt. Why sign anything if it wasnt true? Please review the statutes below which I feel have been violated several times. It is my belief that this occurs with a large majority of borrowers who have to endure the horrible abuse by AES/PHEAA . 806. Harassment or abuse 808. Unfair practices To AES/PHEAA 's Legal Division remarks regarding finding " Competent Counsel '' : Contrarily provided, I work with competent counsel. I would advise AES/PHEAA to do the same, or at the very least re-verify the educational background of each attorney employed.
Company Response:
State: PA
Zip: 178XX
Submitted Via: Web
Date Sent: 2022-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Fedloan servicing closed my account as a result of them not renewing their federal account causing my credit score to drop without fault of my own. This egregious error is impacting our ability to obtain a new mortgage or rent a townhouse.
Company Response:
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2022-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My Federal student loans qualify for forgiveness under XXXX as of XX/XX/XXXX. I have letters from FedLoan servicing even stating this, from XX/XX/XXXX, when I had previously certified my employment. In XX/XX/XXXX, I submitted my employment certification to have the XXXX qualifying payments that have been made, counted. After 2 months of waiting for a response and contacting FedLoan Servicing multiple times to get an update ( to which they never responded ) I received notification that my payments had been re-tallied. Unfortunately, they seem to have completely disregarded my most recent employment certification, claiming I am still 2 qualifying payments short and counting every payment since XX/XX/XXXX as " qualifying but uncertified '' payments. My most recent employment certification should cover all payments from XX/XX/XXXX- XX/XX/XXXX, yet this is not reflected. Their incompetence is delaying my ability to have my loans forgiven under XXXX. I have a previous complaint against FedLoan Servicing ( CFPB # XXXX ) where they had also failed to count my payments properly ( which took nearly a year and involvement from the CFPB and a Student Loan Ombudsman to finally correct ). Because XXXX is set to expire soon I need this resolved ASAP. Attached is my most recent employment certification covering XX/XX/XXXX- XX/XX/XXXX as well as the email from FedLoan Servicing from the last time my payments were corrected notifying me that I would qualify for forgiveness with XXXX payments in XXXX of XXXX.
Company Response:
State: MI
Zip: 48198
Submitted Via: Web
Date Sent: 2022-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My payments are still going to interest and everytime I reach out to FedLoan Servicing nothing gets resolved. This is the worst, most dishonest and disappointing student loan servicer I have ever had.
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX when my bankruptcy was discharged AES basically XXXX out my account and listed on my credit as discharged. But what the did was transfer the balance to a new account as if I opened up a new student loan as if this was not the same student loans from XXXX.
Company Response:
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have worked for the XXXX XXXX XXXX XXXX XXXX, starting when I was XXXX XXXX XXXX. When I started working I was already in college and it took me about XXXX more years to finish due to unexpected kids, wife getting laid off, needing to work extra hours to pay the bills, and so on. I eventually made it though and graduated when I was XXXX. Due to having XXXX kids, low paying, jobs and struggling to pay bills I chose the lowest repayment plan I could to get by. I did this for about XXXX or so years until I decided to check into my PSLF status to see how close I was to get my loans forgiven. This is when I learned none of my payments counted towards this program. Not a single one of those 85 or so payments counted because it was not a qualifying repayment plan. Plus some of my loans were not eligible because they were FFELP loans. Doing some research it seemed there was really nothing I could do about it. So I decided since I have to start from zero might as well consolidate to get my various loans, particularly my ineligible loans, into one eligible loan. I applied for an income driven plan to make sure I was making eligible payments going forward. Amazingly the income driven was far less than the lowest plan I was paying for. My new payment was {$70.00}! How broken of program is it when I was making a combined {$350.00} payments a month for seven plus years and those don't count. Yet my {$70.00} payment does count? Right after I consolidated COVID hit and the payment pause took affect. Then the PSLF limited waiver came out and I immediately applied for it. With my seven plus years of payments and two years of payments freezes that still count towards payments I have to be real dang close to getting these loans forgiven. Excitement is in the air. I got a letter giving me a breakdown of my eligible payments and it only counted payments since I consolidated. My understanding is that payments before consolidation will count towards this limited waiver. I was told when you consolidate only the ELIGIBLE payments made before consolidation will count as part of the limited waiver. Seriously? I consolidated because I was told my prior payments didn't count because they were not eligible payments amd some my loans were not eligible. So I consolidated and got on the correct plan. So I was squared away and just had to make 10 more years of payments. This waiver comes along and because I did what was best for me at the time two years I am now screwed out of getting my loans forgiven later this year. If I had not consolidated two years ago my loans would be getting forgiven by XXXX. But because I was doing what I needed to do two years to get my loans forgiven down the road it made me ineligible for forgiveness now. Broken system. I just can't anymore. A person like me who tries to do everything right and I just keep getting screwed over.
Company Response:
State: CO
Zip: 80122
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been attempting to pay my monthly student loan payment for a week. The account has become locked and attempts to reset the the password or username have been blocked as well. I tried to e-mail the company, but I have to be logged into my account to access the e-mail form. I was provided with a XXXX number to unlock the account but there was no option on the main menu to unlock the account or to speak with a customer service representative. The entire menu was automated with no clear information on how to speak to anyone about unlocking the account so payment could be made. The only option was to pay by check over the phone, but with this option I am still left with a locked account so I am unable to check my balances or engage in correspondence with the company through e-mail.
Company Response:
State: TN
Zip: 37055
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I consolidated my federal student loans ( held with My Fed Loans ) to get credit for the highest amount of XXXX payments, per the waiver. The information from MyFedLoan is in direct contradiction with the information on the Dept of Ed 's website, and included a warning letter that I will lose credit for all XXXX qualifying payments I've made if I consolidate. I went through with the consolidation, trusting the Dept of Education 's website on the XXXX waiver, however this has caused a lot of stress and I hope that they stop sending out incorrect information, as it will likely dissuade many people.
Company Response:
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A