Date Received: 2022-03-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Good afternoon, I am writing to seek assistance having the loan payments I have made during my active-duty military service count towards the TPSLF program that went into effect on XX/XX/XXXX. My lender is FedLoan Servicing. The payments I have made during my XXXX time ( which was continuous from XX/XX/XXXX until XXXX XXXX ) continue to be rejected for qualifying payments. This is very disappointing, frustrating, and unfair considering, according to the updated program requirements established in XX/XX/XXXX, my payments during the period from XX/XX/XXXX through XX/XX/XXXX should qualify. According to the current publicly available program information, employment with the following types of organizations qualifies for PSLF : - Government organizations at any level ( U.S. federal, state, local, or tribal ) this includes the U.S. military. As previously stated, I served continuously on XXXX XXXX in the U.S. military from XX/XX/XXXX, until XXXX XX/XX/XXXX. It is my understanding based on the information that has been made public that my payments and deferred payments on my federal student loans from XX/XX/XXXX through XX/XX/XXXX should qualify under the TPSLF program because : - I was employed full time for a qualifying employer ( XXXX U.S. military XXXX during the period of XX/XX/XXXX, through XX/XX/XXXX. - I should receive forgiveness even if not employed or not employed by a qualifying employer at the time of application and forgiveness. So, while I have retired from the military and no longer serve on XXXX XXXX, I am still eligible to receive forgiveness for the period from XX/XX/XXXX through XX/XX/XXXX. - I should receive credit for periods of repayment on Direct, FFEL, or XXXX XXXX. - Periods of repayment under any plan count. - Periods of repayment on loans before consolidation count, even if on the wrong repayment plan. - Periods of repayment where your payments were made late or for less than the amount due count. - Periods of repayment on loans before consolidation count, even if paid late, or for less than the amount due. - I should ALSO receive qualifying payment credit for loans that were in specific military-related deferment and forbearance during this period. There seems to be a few other issues that I would like addressed. The TPSLF waiver announcement mentioned providing automatic credit to borrowers who were in a military or military-related forbearance. Since payments and deferred payments during my military service periods continue to be denied as qualifying for the TPSLF program, this clearly is not happening. Additionally, there seems to be an issue with what will be accepted as a certifying office 's ' signature for qualifying employment periods, specifically when it comes to people like myself who are veterans and no longer on XXXX XXXX. The simple fact of the matter is I AM UNABLE TO GET A WET SIGNATURE to certify my military service. I CAN NOT provide a name, title, telephone number and wet signature. It's quite literally NOT an option. There is no HR person to certify this ; I have been out of the military for close to a decade. For FedLoan Servicing to assert otherwise is absurd. The situation for veterans is very different than for someone who is applying while they are still on XXXX XXXXXXXX XXXX service members can walk into their military unit 's personnel office and have an official sign their application form to certify their qualifying employment period. Veterans do NOT have this option. Its also unlike a civilian company where I can just call up the HR office and ask someone to verify my employment time. A veteran cant just call up the military and say, hey, please sign this form that says I served. IT DOES NOT work that way. Upon separation from the military, you receive a Certificate of Release or Discharge from XXXX XXXX, commonly know by its form number : XXXX. This document is proof of military service in all other circumstances. My XXXX has been the required proof of service for every instance in which I have ever had to prove that I served in the military, from applying for Veterans Administration benefits , to veterans employment qualifications, home loan applications, and even qualifying for military discounts at retail stores. But for some strange reason FedLoan Servicing maintains that a XXXX is not acceptable for a veteran to use to certify their military service as qualifying employment for the Public Service Loan Forgiveness or Temporary PSLF programs. This is ridiculous. The fact that the people in FedLoan Servicing reviewing the application forms do not understand this is unacceptable, just like it's unacceptable that providing my certificate of discharge ( XXXX ) is not sufficient proof of military service when it is the standard of proof for literally every other entity out there. Veterans like myself are being unjustly denied qualification for this program, which is supposed to be designed for people just like us and provide us some economic relief in recognition of our public service, but we cant qualify because a wet signature is unobtainable, and no one will provide us with a feasible, realistic solution! In my case Im being denied close to 7 years of payment periods which would more than help me meet the remaining qualifying periods I need to eliminate my student loan debt. Why? Not because I didnt serve, but because I dont have a wet signature on a form and for some reason my XXXX isnt good enough to prove my service to FedLoan Servicing. Thats just wrong.
Company Response:
State: VA
Zip: 20170
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In summer 2021, I received notifications to recertify my XXXX despite the COVID-19 forbearance/moratorium on all federal student loan payments. I completed the IDR so as to not default on any PSLF payments, and my amount due tripled. I recently learned that during the COVID-19 forbearance period, I was NOT required to recertify my XXXX payment plan despite reminders from FedLoan Servicing that I needed to complete that paperwork. I'm trying to contact FedLoan to revert back to my old payment plan as I'm legally allowed to do so. FedLoan was VERY misleading and never informed me of this. I only found out about this incredible cost-saving option through XXXXXXXX XXXX PSLF thread. The fact that no one is advertising this will have serious financial implications for those who got married, had children, or other major life events during the pandemic.
Company Response:
State: MD
Zip: 20832
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: FedLoan misinformed me of my requirements and responsibilities, stating that I was required to recertify my income for my IDR plan when I was not required to do so. As a result, my repayment plan was changed from IBR to REPAYE and more than doubled my previous monthly payment. More than {$20000.00} in interest capitalization was added to my principal balance. The customer service representatives repeatedly misled or did not respond to my requests to resolve this issue. - XX/XX/XXXX - Monthly payment is XXXX total loan balance is XXXX XXXX XX/XX/XXXX : Received notice that I was required to recertify my IDR plan to remain in PSLF - XXXXXX/XX/XXXX : Submitted IDR request on XX/XX/XXXX - XX/XX/XXXX - Received confirmation of receipt from FedLoan on XX/XX/XXXX - XXXX - IDR request was denied on because I no longer had a partial financial hardship ( another letter confirming this was received on XX/XX/XXXX ). My new payment was quoted at {XXXX more than doubling my monthly payment and adding an additional XXXX per month from my previous payment plan. Staying on IBR meant my payment would exceed the 10-year standard repayment plan amounts. - XX/XX/XXXX - Contacted FedLoan via phone, and a customer service rep informed me that I had to switch my IDR plan to REPAYE in order to lower my monthly payment and remain eligible for for the PSLF program. Despite asking multiple times, the customer service rep repeatedly told me that switching to REPAYE was my only option. At no point did he mention that I was not required to recertify my income driven repayment plan at all. - XX/XX/XXXX - Submitted a new IDR plan application to lower my monthly payment and change IDR plan to REPAYE, believing it was my only option. - XX/XX/XXXX - Received the following letter from FedLoan : As part of the Income-Based Repayment ( IBR ) plan, you are required to recertify annually, even if your income or family size has not changed. We needed this updated information to recalculate your monthly payment based on your income and family size. We received your documentation for your annual recertification but determined that you do not have a partial financial hardship ; therefore, your new payment amount is not based on your income and family size. Your loans will remain on the Income-Based Repayment ( IBR ) plan but your payment amount changed to {$1100.00}. If you still want your payment amount based on your income and family size, you may have options. Income-Contingent Repayment ( ICR ) and Revised Pay As You Earn ( REPAYE ) do not require that you have a partial financial hardship. To apply for one of these plans, visit StudentLoans.gov. - XX/XX/XXXX - FedLoan approves my IDR request, my new monthly payment is {$890.00}, an increase of {XXXX per month. - XX/XX/XXXX - Interest capitalizes from my IBR plan, adding XXXX} to my principal balance. My new balance is now {XXXX - XX/XX/XXXX - I learn that I never had to recertify my IDR plan in the first place, and I e-mail FedLoan saying that I want to be returned to my previous IBR plan and have the interest capitalization removed from my account. I never receive a response. - XX/XX/XXXX - I contact customer service ( XXXX # XXXX ) requesting to return to previous IDR payment plan and payment amount, with interest capitalization removed from my account. Im transferred to a different department. After 45 minutes on hold, I reach someone ( XXXX # XXXX ) and am immediately transferred again. After nearly 2 hours on hold, I still do not reach a customer service rep. I send the following e-mail to FedLoan : " I am requesting FedLoan return me to the income-based repayment plan I was enrolled in as of XX/XX/XXXX, and refund all interest capitalization that occurred as a result of changing my IDR plan from IBR to REPAYE. I would like REPAYE and all repayment plan changes removed from my account history entirely, so my loan repayment plan history states that my loans remained on the IBR plan from XX/XX/XXXX to present. '' XX/XX/XXXX - Submitted complaint to consumerfinance.gov
Company Response:
State: TX
Zip: 78723
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This is not a duplicate complaint despite AES claiming so. Until a valid response is received, complaints will be re-opened. YOUR COMPLAINT Hello, On Friday, XX/XX/2022, I initiated a call to AES and informed everyone who I came into contact with that all calls must not be recorded. In addition, AES has received a Cease-and-Desist letter informing them of my intent to sue AES/PHEAA if they continue to violate 18 PA. CONST. STAT 5703 18 Pa. Cons. Stat. 5703 Interception, disclosure or use of wire, electronic or oral communications. Except as otherwise provided in this chapter, a person is guilty of a felony of the third degree if he : ( 1 ) intentionally intercepts, endeavors to intercept, or procures any other person to intercept or endeavor to intercept any wire, electronic or oral communication ; I spoke with a representative who said her first name was XXXX. She advised that there was no option for turning off the recording of the phone call. I then received a representative who said his first name was XXXX. XXXX became defensive and disrespectful all because I was asserting my rights to privacy. AES/PHEAA continues to violate this statute despite all my efforts at getting you to stop the recordings. The reason for calling is to establish communication that payments will be made by a certain date should they fall past due or in a delinquency state. AES/PHEAA needs to respect this Pennsylvania statute or I will sue AES/PHEAA for violating my privacy and will also sue for punitive damages if you continue to defy this demand. Moreover, an additional complaint has been filed with the Pennsylvania Attorney General 's office. The expectation is that your company ceases all recordings per my demand at any time I decide to call in. You do not have the option from a legal perspective to record anybody you wish just because it becomes part of your " policy ''. Secondly, representatives should not be getting upset because customers have an issue with this clear violation of privacy. You have been warned more than enough times. I would advise you take this communication seriously. This will be the last warning before I establish legal action against AES/PHEAA. Your company has been given enough time to adjust to this demand. Until AES/PHEAA acknowledges this inappropriate behavior and apologizes for it, payments will be postponed. If AES/PHEAA reports the delinquency to the Credit Bureaus , comments will be made about these complaints which AES/PHEAA is evading providing responses. AES/PHEAA is also violating the Fair Debt Collections Practices act and they have been reported to the Federal Trade Commission . 806. Harassment or abuse A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 1 ) The use or threat of use of violence or other criminal means to harm the physical person, reputation, or property of any person. ( 2 ) The use of obscene or profane language or language the natural consequence of which is to abuse the hearer or reader. ( 3 ) The publication of a list of consumers who allegedly refuse to pay debts, except to a consumer reporting agency or to persons meeting the requirements of section 1681a ( f ) or 1681b ( 3 ) 1 of this title. ( 4 ) The advertisement for sale of any debt to coerce payment of the debt. ( 5 ) Causing a telephone to ring or engaging any person in telephone conversation repeatedly or continuously with intent to annoy, abuse, or harass any person at the called number. ( 6 ) Except as provided in section 1692b of this title, the placement of telephone calls without meaningful disclosure of the caller 's identity. 808. Unfair practices 15 USC 1692f A debt collector may not use unfair or unconscionable means to collect or attempt to collect any debt. The collection of any amount ( including any interest, fee, charge, or expense incidental to the principal obligation ) unless such amount is expressly authorized by the agreement creating the debt or permitted by law.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I requested that my payment plan and monthly payment amount be returned to what it was before the XXXX forbearance period. I was harassed by continuous email reminders to re-certify my income for IDR plan even though I later found out that this was not required during the XXXX forbearance period. I submitted an IDR income re-certification, and now my payment plan is {$100.00} more than before the XXXX forbearance period and they applied one more month of administrative forbearance to my loans, which adversely affects the number of eligible payments that will count toward PLSF. I feel cheated by FedLoan and their inability to promptly respond to correspondence. In addition, more than three months have gone by since I requested that FedLoan return the payment I made in the beginning of the XXXX forbearance period. I have yet to receive any correspondence acknowledging the request.
Company Response:
State: MA
Zip: 01604
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: was forced to recertify income but just found out I was not required to under the corona virus waiver.
Company Response:
State: AR
Zip: 72450
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: On XX/XX/2022, XXXX sent me information regarding the investigation results pertaining to a recent dispute with the US Department of Education, as verified and accurate, and I the consumer in fact disagree with the results. Under the Fair Credit Reporting Act there is a need to insure that the consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and respect for the consumer 's right to privacy and adopt reasonable procedures for meeting the needs for commerce for consumer credit, personnel, insurance, and other information in a manner which is fair and equitable to the consumer, with regard to the confidentiality, accuracy, relevance, and proper utilization of such information. 15 USC 1681 ( e ) under FCRA INVESTIGATIVE CONSUMER REPORT If the information XXXX investigated is accurate, I the consumer in fact demand that XXXX provide me with the name of the person that was interviewed and all information shall not include Factual Information on a consumers credit record obtained directly from a creditor of the consumer reporting agency when such information was obtained directly from a creditor of the consumer or from the consumer. The investigation therefore is incomplete and displays unverifiable information that is inaccurate, unfair, and a violation of my consumer rights and privacy, which is a result of fraud and identity theft.
Company Response:
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: This past fall I received multiple emails from Fedloan Servicing that I had to re-certify my Income Driven Repayment plan or I risked falling out of good standing for my loan repayments ( even though there continues to be a student loan deferment/forbearance for all student loans due to COVID-related executive orders of the XXXX XXXX XXXX Administrations XXXX. After multiple reminders, I did what my Fedloan Servicing instructed and resubmitted my information. I have now learned that this is not true, and that per the Executive Order, my payments should return to their pre-COVID levels. By recertifying my payments, due to incorrect warnings from Fedloan, my payments will increase substantially when they are restarted in the coming weeks. As such, I am reaching out to your organization to contact Fedloan Servicing and inform them that their incorrect guidance/warnings violated the Executive Orders of both the XXXX XXXX XXXX Administrations which dictate a return to pre-COVID payments following the end of the forbearance. Fedloan Servicing is unwilling to re-evaluate my loan payments based on this new information. Thank you for your help.
Company Response:
State: VA
Zip: 22203
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am working on PSLF through Fedloan Servicing. I submitted my verification paperwork and received an email from them on XX/XX/2021 stating paperwork had been received and was under review. On XX/XX/2021, I was told my employment did not qualify me because I work XXXX hours per week. Per Fedloan Servicing, their policy is that full time work is considered XXXX hours or more. However, my employer views anything under XXXX hours as part time and on the form, marked my employment as part time, leading to my rejected application. I called Fedloan to ask about the issue and a representative ( do not recall the name of the person ) who said that I can submit the paperwork myself. She mentioned that this happens all the time and to fix the problem, you simply self-certify your employment. I did this and the agent walked me through the application and I submitted again. It was received by Fedloan on XX/XX/2021. 3 months later, XX/XX/2021, my paperwork was rejected. This time, it was rejected on the grounds of a box not being correctly checked ( stating that I am still employed with the company ), though when I called a representative, they reviewed my application and noted that it actually was checked. They said that this would be escalated and reviewed and I would hear back in 7 days. It has been 1 month and I have no word back. I owe quite a bit of money and have made employment decisions based on information I was provided by Fedloan ( mainly, that my employment actually is qualifying ). I could have sought and taken other jobs this entire time ( i.e. could have gotten another job that would make me qualify for PSLF ) but the process has been dragged out, strung along, and I have received conflicting information that has very important financal consequences associated with it. I took my current job after reviewing the PSLF qualification website which states " For PSLF, youre generally considered to work full-time if you meet your employers definition of full-time or work at least XXXX hours per week, whichever is greater. '' ( https : //studentaid.gov/manage-loans/forgiveness-cancellation/public-service # full-time-employment ). The important word here is " or '', as well as the phrase " whichever is greater ''. The " or '' implies either situation can be true, but then the phrase " whichever is greater '' is unclear. Per my reading of " whichever is greater '', I see that as Fedloan will err on the side of the individual for qualification purposes. If this is incorrect, then the wording needs to be updated and clarified, otherwise what is the purpose of the word " or '' and the use of multiple scenarios for possible qualification? The phrase " whichever is greater '' is generally confusing and can lead to major implications given lack of clarity. If the intention was not for an either/or situation, then this should be more clearly stated. I feel that because my employment and decision in the job market has hinged on this singular phrase, my employment should be honored, even if this was not their intention, due to the lack of clarity. I have been misled by Fedloan along the way by multiple representatives and am worried about my finances to the extent that I have stress and anxiety daily with the unknown of my situation. I also worry that even if something is resolved now that I will have to fight this battle every year. I appreciate any help that can be provided. Thank you.
Company Response:
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I applied to refinance three of my private student loans with XXXX Bank. My loan was approved on XX/XX/XXXX. XXXX was the bank that I used for the original loans that I was refinancing. Everything with XXXX went smoothly. I was told once the loan was received by American Education Services I would set up the payment date, draft, and the payment amount with them. I have had a loan serviced with AES since XX/XX/2013 when I first started college. Each year for the XXXX years I was in college I applied for a new loan. After XXXX years I had XXXX total loans with AES. Since then I have had {$610.00} drafted from an account to cover my XXXX loan payments with AES. This amount was over the actual payment amount of the XXXX loans. The funds from the XXXX loans that I had refinanced, sequence 1, 2, and 3 were received by AES on XX/XX/XXXX. Instead of applying the disbursement to loan sequence 1, 2, and 3 as stated in my loan documents, they made random payment amounts to all four of my student loans.They did not pay a single one of them off at that time as specified in the loan documents. I immediately called and was told " Sorry we will fix it. '' Well it was not fixed and I called back. They said it could take 7-10 business days. Meanwhile I am still accruing interest on loans with higher interest rates than the new loan that would have replaced them. Finally this issue was fixed however I had my XXXX payment still drafted and the XXXX payment was sitting as a credit to loan sequence 1,2, and 3. So I called yet again to have this payment applied to the new refinanced loan. When I first called on XX/XX/XXXX I requested that my payment for the new loan be made on the same due date that I have had since XX/XX/2013. They said it was not a problem and that my due date would be XX/XX/XXXX. I asked about a XXXX payment and they said that the loan would not start payments until XXXX. Loan sequence 4 still had a monthly payment however the {$610.00} that was originally for all 4 loan payments was set to draft. I was told to cut it off and call and make a manual payment. Well on XX/XX/XXXX I called back because online it was still showing that I owed for the new loan on XX/XX/XXXX. They told me that was not the case over and over again and the payment was set to come out on XX/XX/XXXX. They also told me that the payment for loan sequence XXXX would come out on the XXXX of XXXX and I did not need to make a manual payment. Well the XXXX of XXXX came and nothing came out of my account. The XXXX was on a Sunday so there was nothing I could do until Monday. Monday I called and made the payment. At that time I was told they were sorry for the mis-communication. I made sure there was not a late fee or penalty. Then confirmed again that nothing was owed until the following month. I called back again on XX/XX/XXXX because it was still showing online that there was a payment due on XX/XX/XXXX. The XXXX was the first time that someone confirmed there was a payment due after I had been told by multiple people this was not the case, and after requesting the due date of the XXXX. I was okay with paying whatever amount was needed on XX/XX/XXXX but not the XXXX of the month. That was not agreed upon. I then filed a complaint with AES. The lady on the phone said she would send me a document asking for forbearance during this period. I feel as if they put me in a hardship, which they did, however it was the fact that they simply flat out lied, mismanaged my loans and repeatedly gave me false information that is most unbusinesslike. I did not think I should apply for forbearance because of their wrong doing. Also the form said it would take 7-10 business days and based on everything that I have experienced with them I felt that it would have been the 10 days. Still they wanted to say that it could get done within the 2 days before the payment was due. I honestly think they do not have the ability to manage a loan. It's not even that the right hand doesn't know what the left hand is doing. It is simply that none of them know what they are doing or saying.
Company Response:
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A