Date Received: 2022-03-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Both my stident loans were always on forbancr..i was not supposed make any payments for i had no incone XXXX. In XXXX and XXXX additionally puerto rico wa hit by 4 hurrixanes. XXXX. We were declared disaster zone by the US president. The late payments they repirted on my account are wrong. I want them erased. They are harming my crexit score. There was no liability to pay at that time.
Company Response:
State: PR
Zip: 00924
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My first loan through FedLoans was XX/XX/XXXX for my XXXX degree. I subsequently took out a total of 5 loans throughout the course of my educational endeavor of varying amounts, keeping each to a minimum and my cost of living low. I was on loan forbearance while attending school, but did continue to make payments. I have worked for a non-profit in public service the entire time, including specific public service programs and qualified for the PSLF plan, submitting the appropriate paperwork. I have been meticulous in sending in my employment verification, adjusting my loan plans to match my qualifications for them. I did get a lot of conflicting information several times, even additional conflicting information even amongst supervisors and ultimately wrong plans which I had to change multiple times because they misinformed me several times, all of which caused a great deal of stress, but that's not my biggest complaint as grueling and frustrating that has always been. The main problem I face is that throughout the course, FedLoans has been making internal adjustments and losing my records, ones I faxed and received confirmation years ago for and none of what I have submitted thus far has been applied. In fact they told me XX/XX/XXXX that they did not have any of the documents I worked so hard to fill out appropriately, all this time I spend getting information and signatures from my employers, and they lost every single one of them. I even resubmitted an old document from XXXX and they could not find any documents that matched it because they literally lost every single document I have submitted thus far and never applied any of them in the real time, in which before the online tracker was viewable, I would receive confirmation faxes, emails, and made phone calls to ensure all was well trusting that all has been taken care of, applied, and completed on their end, now finding out none of this has been done. The online tracker says I have XXXX eligible payments needing employment verification ( only need XXXX to qualify for forgiveness or 10 years time ), which as I just stated I have submitted my proper documentation on a regular basis. And so I have since resubmitted everything through the course of my loan and nothing has been applied. I have contacted customer service after taking time off work to make phone calls and 2 of those days, the calls required me to be on hold for 6+ hours ( lost wages ). On top of that no representatives or supervisors know what to do about it. They can't even calculate it themselves. They can't even see how to apply it to reconcile my account. I've sent several emails. Responses are unhelpful, generic, often, autogenerated, often no reply at all. Instead they tell me to be patient which I have and so far no one as remedied the situation. As a borrower I am in good standing but I want to be complete in my end of contract and service with them but nothing is being done and nothing reflect even one thing of everything I have submitted thus far to meet the qualifications of the PSLF program which I am overdue for and have been for a while now. I would appreciate any assistance you can provide me as they have poor record keeping, outright lost records, never recorded my accomplishments, communications, documents all along, didn't give me any updates, customer service is poor, they don't even know what to do and admit they don't know what to do except wait longer, wait longer, and they have yet to provide any appropriate updates as a business, no any answers or remedy for my situation after months of waiting, and actually years of waiting total since I was initially qualified for forgiveness. I would be due for a refund in this case based on the over payment calculations. And this is money that I don't have in my pocket that I could be applying to other areas of my life so I've lost time, money, and ground just on that which is incredibly disappointing and distressing. It should be remedied on my credit report, should say paid in full at this point so I can have that reflected in the other financial investments I want to make that I have had put on hold for a few years now, all because FedLoans can't maintain their ledger and have poor business practices as a student loan company and what should be a fair, transparent corporation with standards that would be up to par, a borrower contract and promise that they should have intention to keep properly and on time as they expect payments from me mutually, and a well-functioning business, but they have failed, greatly. And lastly I will say that this has been going on before the pandemic, so they can't blame it on that.
Company Response:
State: MT
Zip: 59102
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have contacted FedLoan servicing repeatedly regarding 19 payments that were made towards my Public Service Loan forgiveness count. These payments were made on time and during a income contingent payment plan prior to COVID and during a time period from XXXX. Somehow during the transfer of the loan to different servicer the payments that were made are now listed as being made during a forbearance or grace period and DO NOT COUNT. These 19 payments were not made during forbearance. Honestly if I was in a forbearance why would I be paying approximately {$600.00} a month towards the loans in question. I have requested the forbearance be removed. I have disputed the accuracy of the payment count. I receive random generic emails with form letters stating my request is denied. I can not reach a person by phone or online. Please provide assistance with this payment count and review of my student loans. I have included copies of the denials and today 's additional requests. While recognizing that everyone is understaffed and busy, there is not any ability to contact anyone to resolve this error, which is unacceptable.
Company Response:
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Fedloan Servicing reported my consolidation loan funded in XX/XX/XXXX as 90-days late three times to all three credit bureaus. I had lost 50 % of my income during the alleged period of late payments and had requested forbearance but Fedloan Servicing said I was still late during the forbearance periods and that there are documented " delinquency forbearance periods '' on my Studentaid.gov U.S. Dept of Education account " per their system. '' I requested an official U.S. Dept of Education Transcript to verify the forbearance periods requested and loan specifics. It does not show 90-days late " three times ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ). The representative that I spoke to this morning ( XX/XX/XXXX ), REFUSED to provide proof of the alleged delinquent periods stating that " THIS IS WHAT SHOWS IN OUR SYSTEM AS ENTERED BY A REPRESENTATIVE YOU SPOKE WITH. WE DON'T HAVE TO PROVIDE ANY PROOF OF THIS DATA TO YOU, YOU SHOULD BE PROVIDING PROOF TO US THAT YOU DID PAY! '' Then, the Fedloan Servicing Representative hung up on me! I have never spoken to anyone from Fedloan Servicing who treated me in this way. She also literally told me, " JUST BECAUSE YOU REQUESTED A " DELINQUENCY FORBEARANCE '' AFTER THE FACE AND AFTER LOOKING AT YOUR CREDIT REPORT ... '' I am beyond angry. I can't describe the whole conversation thoroughly but professionally her refusal to supply the documentation I needed to show that I was in fact late when I had requested forbearance and that regardless of forbearance I was still going to be reported LATE to the Credit Bureaus? I have never heard of this. All I wanted was proof of the XXXX alleged XXXX late periods after filing for consolidation in the midst of financial hardship in XXXX of XXXX and after making forbearance. I also even filed for bankruptcy in XXXX of XXXX so I'm only asking for proof that I agreed " verbally or in writing to repay a loan that I did not have the financial ability to repay between XXXX and XXXX. '' How can they be allowed to refuse to send me this alleged " information in their system '' that is not anywhere else? How can they just report my account delinquent to the credit bureaus when I reached out for forbearance and financial hardship help ahead of time? Please help me. I've been trying to straighten this alleged delinquency out with the credit bureaus for two years now. And, to know that Fedloan Servicing states they don't have to send me proof of the alleged delinquency that is captured in their system seems illegal because they're making a claim that I have no records of nor is their alleged data/proof captured in the Dept of Education 's System or on the Transcript I requested and received a copy of. Thank you for your help. I was going through a lot of financial hardship between XXXX and XXXX. All I'm asking for is proof of this delinquency so I can investigate further, request Fedloan Servicing further investigate " thoroughly '' and ultimately/hopefully resolve this dispute with the credit bureaus once and for all. Thank you again, XXXX XXXX XXXX
Company Response:
State: CA
Zip: 95833
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In 2021, I consolidated some XXXX loans into a direct loan so that they would qualify for the PSLF waiver extension. One day after the loans were consolidated, my PSLF took place and my remaining balance on all my direct loans was forgiven, except for the new direct loan created from the consolidation. I figured it was a timing issue, but called FedLoan Servicing anyways to verify. The representative said it was a timing issue and to resubmit a PSLF form. I resubmitted the PSLF form and then received a letter stating my remaining balance of payments as 3 more! The letter stated it accounted for all waiver investigations as well. I called and told them this cant be right bc I was already forgiven for other loans, which means I have definitely made my 120 payments and that they have proof of this! The representative was very rude with me and said she could not help me and then hung up on me. I just want this fixed and over with! Ive been paying on these loans religiously for 11 years.
Company Response:
State: OH
Zip: 45211
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans are with Fedloan Servicing and I am on track for the Public Service Loan Forgiveness program. I submitted my Employment Certification and application for the PSLF and received a letter indicating my payment counts were updated AND that the waiver has been applied to my account. My most recent counts were updated but the waiver has not been applied to my account. There has been no confirmation that they received my Employment Certification for an employer I had in 2012, that will qualify under the waiver, as well as payments I made under my current employer that should qualify under the waiver. I am very close to reaching the 120 payments for forgiveness. My complaint is primarily about the misleading information on the letter I received from them stating that the waiver has been applied to my account when it clearly has not been.
Company Response:
State: AZ
Zip: 85202
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been a XXXX XXXX for XXXX years. I am attempting to participate in the PSLF program waiver. I must first consolidate my loans. My only option was to do this through Fedloan. I submitted my application in XXXX or XX/XX/XXXX. I listed my loans that I wanted to consolidate as being held by XXXX, which they are. Fedloan, however, changed the loan holder to XXXX then cancelled my application because XXXX didnt have any eligible loans for me to consolidate. I literally spent hours on hold trying to get someone at Fedloan to assist me with no success. I then sent an email on XX/XX/XXXX. On XX/XX/XXXX, Fedloan responded that I must submit proof of the loans with XXXX. I uploaded that immediately. On XX/XX/XXXX, Fedloan replied that they had reviewed my documents and the loans were valid and qualified and that they would reinstate my application and my loan consolidation would be disbursed within the next 30 days. On XX/XX/XXXX, I checked my status and saw my application had been denied because, The current holder of your loan has notified us that they can not accept funding for this loan. Please contact the current loan holder to resolve the issue. I immediately contacted XXXX and was told that they had sent Fedloan the payoff amount due on XX/XX/XXXX, and there was no problem on their end. Of course its impossible to contact Fedloan, although Ive been trying since XXXX, XX/XX/XXXX. When you call youre told the wait is longer than 20 minutes. They offer to hold your place in line and return your call, but the last time I did that I waited nearly 2 hours for a return call, only to be placed on hold for 45 more minutes. Then, Im directed to a person who can never see my account and tells me I need to speak to someone in consolidations. So Im placed on hold again for over an hour. I asked for a direct number to consolidations and they dont have one. This program goes away in XXXX. I cant get Fedloan to even accept my application in 4 months. I work. I do not have hours to sit on the phone. Fedloan needs to correct the situation with my application and they need to answer their phones! Even taking 2-3 weeks to respond to an email is ridiculous.
Company Response:
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hi- This is a federal loan. I don't understand why this isn't deferred until XXXX, like all the other Federal loans? This loan was originally handled by XXXX XXXX XXXX XXXX back in XXXX during a " loan rehabilitation '' by a person by the name of XXXX XXXX who : 1 ) Communicated to me at place of employment even though collector knew the employer prohibits such communication. Also led to lower wages due to less hours worked due to long waiting times ( 30 min - 1 hr ) 2 ) Called over and over again After the " loan rehabilitation '', XXXX transferred the loan to AES ( American Education Services ). AES has been reporting late payments to the credit agencies & negatively impacting credit scores, even though there is a pause on federal loans. Is there a reason for this? I've asked them multiple times and they have not responded with any answer. Also this is a loan from XXXX, why is it still outstanding? Either be private or be the government. This company is profiting and benefiting from privileges given to private companies & governmental agencies without incurring any of the negative ramifications that COVID19 has left society. Thanks, XXXX XXXX
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX I obtained credit reports from XXXX, XXXX, and XXXX. On all 3 credit reports, I noticed a total of 14 late payments still reporting on both of my American Education Services/National Collegiate Trust ( AES/NCT ) student loan accounts. AES has a policy that has been in place since XXXX surrounding approved forbearances covering and reversing any late payments obtained during that time. I reached out to AES via email to their Consumer Advocate Team to let them know that they were reporting late payments on my credit report that shouldn't be there according to their forbearance policy. I received a response 2 days later saying that all credit reporting information from their company is factual and I need to dispute it through the credit bureaus.
Company Response:
State: GA
Zip: 30035
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: -For XX/XX/XXXX through XXXX XXXX ( and again in XX/XX/XXXX ), I worked for qualifying employers ( both employers have been certified via ECF with DOE/Fed Loan ) . For the above-noted time periods, I verbally ( over the phone ) requested a hardship forbearance ( from PHEAA and then Fed Loan Servicing ) on my federal student loans ( both subsidized and unsubsidized ). I did this because I believed that I could not afford to make the payments under a qualifying IBR plan. At no time did the customer service rep ever explain to me other options to lower my payments so that I could make PSLF qualifying payments, even though I indicated that I was a government employee interested in PSLF. The only paperwork I ever received from them was confirming my hardship forbearance request. I never received any information/documentation about the implications of this request, nor was I ever required to provide proof that I was eligible to receive a financial hardship forbearance. After the DOE announced the limited waiver in XX/XX/XXXX, I called Fed Loan Servicing several times and inquired with a customer service rep. about retroactively correcting this and was told that I could not do this. I forget the exact dates, but I called once in XX/XX/XXXX and once in XX/XX/XXXX. This forbearance steering by the student loan servicer has now caused me to not qualify for forgiveness even though I have worked for qualifying employers for over 10 years. The DOE temporary waiver rules ( and PSLF/TPSLF ) programs still do not account for this ( and it does not look like their negotiated rulemaking will help either ). I am respectfully requesting that CFPB review my and many others ' personal situations to show that this past forbearance steering has substantially negatively impacted many PSLF applicants.
Company Response:
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A