E.C.S.I.

Heartland ECSI's online access is a joke. Information within the online account can be contradictory if it's there at all. (For example, an amount being shown as due when it is not.) Not much is available online; all forms must be submitted through the mail and take can take weeks to process once they arrive at headquarters.
And here's what one customer service agent said when I asked for documentation of an approved deferment: "There is nothing I can provide we do not provide any type of documents." That's an exact quote. They don't provide any documentation about anything. Instead, they said, "screen shot it."

My Experience with ECSI could only be described as nightmare. One should wake up and say thank God it is a dream. I was to be given a refund from my school since June 5. and up till August 2, I am yet to receive my refund. The customer representatives have no single human/customer relation training or the company chose the worse among human-being. They are rude, talked with you with strong voice and even threatened you that they will annotate on your record that will make "your life a living hell" and the company and staff stay through to the threat. The company continue to return my refund check back to my school for no apparent reason after the first call to them in which I was told that my check was returned back because of wrong address. The mistake was from my school, and the school resolved the mistake immediately. But, the fact that the ECSI representative has promised: I quote her words: "I will make sure that do not receive the refund check if ever because I will see to it that the check is returned for as many times as the school issues your check." She further states: "I will make annotation on your name to that effect." And true to her threat, my refund check will be kept with the company for as long as they want only to be returned back to the school and the process will start all over again.
A call to their supervisor yielded no result. It appears the supervisor is behind his staff and they are both doing the same with my refund. Problems is that you cannot even get any director's e-mail address where you can lodge a complaint.
I have now resolved that, if by the end of next week Friday, (8/9/19). my refund check is not received, I will take their case to Fox New and gather as many signature from all students that have experienced similar issues, so that the schools could stop this third party refund system.

Enough is enough from the insult and rudeness of ECSI customer services representatives.

I’m writing this review because of the awful customer service I received with ECSI. I called to ask for an address to send a goodwill adjustment letter based off a late payment that had been reported to the credit bureaus. The representative proceeded to rudely insult my intelligence by saying that goodwill adjustments do not exist and by telling me that late payments are not E.C.S.I’s fault. I understand if a representative needed to ask me about my payment history and tell me about reporting guidelines, but there was absolutely no need to be condescending. I simply asked for a mailing address. That is no way to treat a customer who is already in a vulnerable position due to the nature of the request—in fact, that is no way to treat a customer at all.

I hate this website and this company. I cannot get in touch with anyone to discuss my bills neither can I retrieve my school tax form from this website. It keeps saying I don't have an account, but my school UMA emailed me to retrieve it from this site. It suc** and I would never recommend this company to anyone. I don't even want to give a one star rating.

i'm trying to figure out a recent bill. note, that previously I was with "ESCI" and never had a problem. I have ACH payments set up, but had a late fee and was trying to figure out why. apparently on their end, there was no late fee (?) and when the rep on chat was telling me where to look (and the make this worse, the website is super confusing, so yeah, it's going to take me a minute). the rep ended chat. no real answer. and the late fee is still there.

What an awful company! I mailed them in a payment in reference to a letter they sent me that I was past due. I put the account number that was on they statement on the check I sent in. Long story short they put someone else's account number on the statement that had the same last name as me and posted it to this other subjects account. They only figured this out after I made several phone calls and said I would have to get an attorney. The customer service representatives never tell me speak with a supervisor even though I asked several times. After they said they could just transfer the money to my account and that I only owed my regular monthly payment (which I did that very same day) the company called me later in the week saying that they would refund my money at a later date and would have to still pay the past due fee immediately to avoid further late charges. I am still so angry and disgusted with this company. I can't believe they are still in business!

I received a “statement” in the mail asking me to go to efpls.com to pay my bill, using a different account number and different organization code. It didn’t work. So I logged in the usual esci website to look at my statements, maybe I missed a document stating my loan had been transferred. Nope. It doesn’t even have a history of my past statements. The ENTIRE organization or the website is ridiculous. What in the actual **explative** is going on here?! Zero previous statements available but yet somehow I’m past due by over 100 bucks but my “amount due” is 0? Huh? It says “no payment scheduled” but I’ve been on auto payments since the beginning. So I click around to find out how to make sure that I have auto payments on, and it’s no where to be found. This is obscene.

when you call you can never get a live person. On hold forever. Called back again and again, never can get through to them. Had option for them to call me back and call would keep me in the line/place. Never called me back.
Don't know how they can stay in business. Terrible company!
And they are responsible for collecting all these student loans! Something is wrong with this picture.

Consumer beware. They bought my loan and I’ve had nothing but problems
Starting with payments not being processed, then being charged late fees.
Extremely rude customer service. Outdated website the list goes on and on.
Recommend anyone to avoid using this company at all costs

They have have been holding my refund for 4 days now when the website states it will only take 24-48 hours. I was told by an agent yesterday I would receive the funds in my account today. When the funds did not arrive I called back and spoke to another agent who said it's now Thursday. I don't understand what the hold up is. I am so sick and tired of these big companies. When they want their money they want it now, but when it's time to give someone else their money they take their sweet time. It's ridiculous.

terrible customer service, do not follow through with, can't explain account practices.
They hang up on you when asked basic information. If you have a perkins student loan and want to file complaint call Ombudsman at 877-557-2575 Dept of Education. If enough of us complain maybe we can change things.

HEARTLAND ECSI I have been dealing with harassment from the Financial Aid department of Strayer University who sent my Financial Aid refund to this Third party service provider on 5/10/17 and as of 5/12/17 my refund has not posted via Direct Deposit to my account. I was verbally abused by a Team Leader named JT who refused to submit my complaint and told me I couldn't do anything until Monday. I believe this company is either collecting interest on all the money it receives for disbursement to students or some type of similar scam and that is why they try and take as long as possible to distribute students funds. I plan on including them in a civil complaint or lawsuit for emotional distress.

THIS COMPANY IS THE DEFINITION OF PATHETIC and potentially doing illegal things in my opinion. I called and set up 2 payments to pay 2 loans off in full before the end of my grace period. I had to call because their online system put a cap on the amount you can pay in a single transaction and my payment could not be processed in a single transaction and they CHARGE PER TRANSACTION. The first time I called I wad told there as nothing they could do I would have to pay the transaction twice. The second time I called they told me they could process it over the phone without the fees since I was paying them off in full, I thought "yay!" and they scheduled my payment. 5 days later that payment did not go through. I called back and got a fabricated answer why it did not go through and they set up another payment for me to go through in 5 days. In 5 days I logged back on and still no payment, called back and got a different answer to why it did not go through and I scheduled another payment and told them I have been trying to do this to avoid paying interest. This girl told me that they cannot process a payment during a grace period AKA you have to wait til you start accruing interested before you can make a payment so that they make money. She was able to override that after I told her that was unacceptable and refused to get off the phone before she figured out how to schedule a payment before the end of my grace period. Fast forward to the day these payments should have gone through and ONLY 1 WENT THROUGH. I called back, waited on hold (well waited for a call back) for 1.5 hours and then got someone on the phone, he told me he could try to process it again, I asked why only one went though, he couldn't tell, he couldn't guarantee me that this wouldn't happen again. I asked to speak to his manager who WAS ABLE TO PROCESS AN IMMEDIATE TRANSACTION (thank god someone at this company has the capability of doing something besides breathe and apologize for mistakes). As he processed my transaction he told me he would waive the processing fee and I told him he better because I think that their system has things in place to stop payments from going though, in hopes that people do not notice that their payments fail and have to pay interest, late fees, penalties etc... He didn't respond to that at all. They make money off of those fees/interest and the fact that I was trying to pay off my loans before they started gaining interest was near impossible because then they wouldn't make money. I spent on average an hour on the phone with them each time. I spent at least 6 hours of my life trying to give someone thousands of dollars. Making a payment on a loan should not have been this difficult and I think it is disgraceful that my college uses this company to pay back loans.

I have been paying almost $125 a month more than I am required to toward my consolidated loan with Heartland/ECSI. I pay this, via an automatic payment, every month on the 1st. On the 21st of December, I logged into my account with ECSI and noticed that I had a $.45 past due balance on my account. I counted three different reps from Heartland to try to understand why this would be on my account. The first said he couldn't see it on his screen and that I needed to contact a different company to find out what I needed. The phone call with this rep was so long that I had to continue the phone call while driving. I asked him to email the number for the third party. When I received the email, I realized there were three different numbers listed, none of which were for the third party, though I didn't realize it at the time. I called the number listed as the "Consolidated Loan" line and explained my situation to a rep. She also said that she couldn't see the past due amount and that my bill is current. She also stated that it wasn't something I needed to worry about. Later in the day, I received my monthly statement and noticed that the $.45 past due amount was listed as a line item in my statement. I thought that since this was now listed on a statement, the Heartland reps would be able to see it on their end. I tried chatting with a rep instead of calling. The rep told me that she couldn't see the $.45 and that I should contact my bank. Of course, my bank has nothing to do with this past due amount since I have had no troubles making automatic payments, of which I informed her. She then told me to call the third party company, like the rep the previous night did. However, the number she gave me was different than what I received from the previous rep. I called the third party and they informed me that their company has nothing to do with the collection of payment and therefore couldn't see why I would have a past due amount but she could see that my account wasn't past due.

RESOLUTION DESIRED: I'm currently in the market to buy a house and I don't want a stupid mistake made by a company that cannot and/or will not admit it affect my credit score. Please explain to me WHY I have a past due amount on my account when I have use your site's automatic payment feature to pay ABOVE the amount that is due for the last two years. If you are unable to provide an explanation, please make a statement in writing saying that my account is not past due. Additionally, I would like proof that not a single cent of what I'm paying each month goes towards a past due amount that is erroneously place on my account. Thank you.

NO STARS. I am having the hardest time navigating through the website, attempted to pay in full twice but somehow was not successful and was billed interested. The call service has a 35 minute wait, may opt in to a return call but somehow there is no missed call, just a voicemail. The chat, DIANA, just repeats the bill statement and cannot help with anything. Somehow monthly payments also means one-time payments. They are taking advantage of those in need of tuition assistance. FRAUD!!

Review:
I requested that I be provided with my statement history, and I was given a flat NO. Terrible customer service.They asked why I needed it and I explained it was required to appy for loan reimbursement at my place of employment and they simply suggested that I present my employers with my bank statement.

My name is not listed anywhere on the website where the payment history is so I cannot even print it and verify it is mine, therefore I am unable to present what is on the website as proof of payment. The representative on the phone, Maya, talked down to me and continuously asked what I expected her to do as there was nothing she can do. I only feel that after several years of making payment, we deserve proof of our payment or atleast a kind and sympathetic voice on the other side of the phone.

I requested that I be provided with my statement history, and I was given a flat NO. Terrible customer service.They asked why I needed it and I explained it was required to appy for loan reimbursement at my place of employment and they simply suggested that I present my employers with my bank statement.

My name is not listed anywhere on the website where the payment history is so I cannot even print it and verify it is mine, therefore I am unable to present what is on the website as proof of payment. The representative on the phone, Maya, talked down to me and continuously asked what I expected her to do as there was nothing she can do. I only feel that after several years of making payment, we deserve proof of our payment or atleast a kind and sympathetic voice on the other side of the phone.

Review: During June '16 I set up a payment arrangement to switch from quarterly to monthly billing cycles, I spoke with William. However, he did not tell me that by doing so I would be incurring a late fee on the account.

Regardless I made the full quarterly payment on 6/16/16, one day after the late fee was accessed. I called a week later and told them to cancel my previous request, and maintain a quarterly billing cycle. I spoke with William again and he said I was incorrect, and that he told me about the late fee. I maintain that I was not informed of this issue, and regardless the account was paid in full. How could there be a late fee with no balance?

I asked to speak to a supervisor at which point he responded in a rude tone that there are no supervisor to speak to and I'd have to mail in a complaint which would be too late, because he's reporting to the credit bureaus today. SO if I didn't pay the $4 late fee my account would be delinquent.

Despite this acerbic customer service and failure to disclose late fees when we discussed a payment arrangement, I paid the $4 payment that day (of which I have supporting documentation). However, checking my credit report, my account was reported as delinquent and derogatory.Desired Settlement: I would like ECSI at a minimum to fix the erroneous errors on my credit report including the delinquent 30 days and the derogatory mark. I would also like the company to refund the $4 late fee falsely applied to my account.

Business

Response:

Heartland ECSI is a third party loan billing servicer on behalf of [redacted] After reviewing Mr. [redacted]’s account we have found the following. On June 1st, 2016 he contacted our customer service department and requested to be moved to a monthly billing cycle rather than quarterly billing. The representative he spoke with advised the due date would have to be the first of each month and if changed to monthly, a payment would be due immediately. Mr. [redacted] decided to go forward with the change to monthly billing. Once an account goes 15 days past the due date without payment a $4 late fee is assessed to the account. Any monies paid toward Principal, interest or fee(s) are transferred in their entirety to the college. We did not receive Mr. [redacted]’s payment until June 30th. On the 30th his account was reported 30 days past due to the credit bureaus. We contacted Mr. [redacted] on July 14th in regards to his Revdex.com inquiry. He informed us that he sent his payment on June 16th; we removed the negative credit reporting from his account since he attempted to make the payment before June 30th. Being that no attempt was made before the 15th of June the $4 late fee assessed will not be removed. If Mr. [redacted] has any other questions he may contact Tony Gump, Supervisor of customer service directly at ###-###-####.

I have had nothing but problems with this business since my loans were transferred to them. The customer service is awful, the waits are 30 minutes plus, so they offer a feature to call you back. I have had multiple instances where they never called me back and I had to call back and wait on hold for another 30 minutes to speak to poorly trained inpatient customer service representatives. I wrote in a complaint about another no call back with their online form and actually got a response that my complaint was"denied" Can't wait until I no longer have to deal with this business.

Review: I have had a student loan in repayment with Heartland ECSI (formerly Campus Partners) for one year. My billing was set up quarterly. Because of my tight budget I was paying towards the quarterly student loan payment in three equal payments monthly from my checking account, rather than the larger sum in one month quarterly.

Heartland ECSI did not apply my regular automatic monthly payments towards the next payment due, and it resulted in an unpaid balance of $100 and a "late payment" in February of 2016.

I was without a cell phone for part of February, but when I was notified by ECSI that I had a "late payment" I corrected it immediately.

I had made attempts to log into my ECSI/college partners account but due to several error messages on their web site I was unable to access my account information during their non-business hours.

At the time of the "late payment" my loan was paid ahead at least one hundred dollars. There was only a "late payment" because ECSI chose to apply the monthly payments I was making to principal only instead of towards the next payment due.

There is still no way to determine from the records I have received from ECSI how they decided to apply the regular payments I was making.

This "late" payment was reported to all three credit bureaus, significantly affecting my credit score. It is the first late payment I have ever had. When I called Heartland ECSI/ Campus Partners to discuss my options after discovering the late payment reported to the credit bureau I was advised by customer service to put my loans into forbearance or refinance all of them to remove the late payment from my loan history.

I wrote to Heartland ECSI and explained the situation, that the payments I made had not been applied to the next student loan payment due as I had intended and that I had an excellent payment history.

I also enrolled in a monthly autopay through ECSI so that hopefully a similar issue could be avoided in the future.

I requested a "good will adjustment" to the information reported to the credit bureau's. Given the fact that my account was paid ahead of schedule at the time of the "late payment" and the fact that I was making regular payments monthly equaling more than the quarterly amount due I expected this company to correct their reporting. What is reported to the credit bureau is not an accurate representation of my payment history on this loan. It is a reflection of their failure to apply the payments I was making correctly.

The response I received was that "our records reflect the activity on your loan was reported accurately" . "Unless an error is discovered, we will continue to report the factual credit history on your account."

I believe this company is in error and is in fact predatory in their processing of student loans. By not having a clear record of how payments are applied and no accountability to customers for how they are handling these payments they are taking advantage of student borrowers.

In their response letter, ECSI Heartland (Campus Partners" states, any adjustments made to your credit report that is not warranted would compromise the integrity of the data" I believe that this company has not acted with integrity with the application of the payments I have made, nor wig their credit bureau reporting.

The true activity on my loan reflects regular monthly payments of $60. These payments should have been applied to my quarterly loan payment of $176 to pay it in full. There are also several extra payments that were made, however what is currently reported to the credit bureau is a record of a late payment and my account being delinquent. However there is no acknowledgment of the regular monthly payments I have made for the history of this loan.Desired Settlement: First and foremost I request that the late payment reported to the credit bureaus be removed. My account should have been in good standing at the time the loan payment was called late but it was Heartland ECSI/ Campus Partners mis-application of my regular monthly payments that resulted in a "late payment". This should have been corrected immediately by the customer service agent when I called over the phone in June. It is not an accurate or fair representation of my payment history.

This company needs to fix their web site log in. There is an issue where everytime I log in using my correct username and password, I am given an error message. I try again immediately, using the same user name and password and am able to access my account. I believe when I was attempting to log in to my account in March that I was running into this issue and not realizing I needed to try a second time to log in.

This company needs more transparency into how payments are applied. Other student loan companies break down how much of each payment is applied to principle, how much is applied to interest, etc. They also allow you to designate how your payment is applied. With Heartland ECSI it appears to be arbirtrary.

Business

Response:

Please note: Heartland ECSI (formally Campus Partners) is a third party loan billing servicer on behalf of The [redacted]. Payments are applied according to client instructions and federal student loan regulations. Any time a payment is made prior to a quarterly statement being sent, generally 20 days before a payment is due, the payment will be treated as an extra payment and apply to the loan's principal balance. The majority of borrowers prefer this as it reduces the interest they will payback during the life of the loan. Upon request, we will adjust payments to apply for the accounts next due date. Our records indicate Ms. [redacted] spoke with her University regarding this matter in June. We were unable to find a record of her contacting our customer service department. We have made the necessary adjustments to Ms. [redacted]’s payments, removed the late fee(s), and changed the negative credit reporting to reflect current and in good standing. Please allow 2-3 weeks for the credit bureaus to reflect these changes. Tony Gump, the Supervisor of our customer service department left a voicemail for Ms. [redacted] at the phone number provided. More information is needed to assist her with accessing the online account and seeing exactly how her payment applies. Ms. [redacted] may contact him directly at ###-###-#### or contact our customer service department toll-free at ###-###-####.