American Sprinkler Systems, Inc.

Heartland ECSI is the third party billing servicer for student loans on behalf of *** *** ***Heartland ECSI does not review or approve entitlement paperwork on behalf of the University We have reviewed Mr***’s account, and confirm that entitlement paperwork was received,
and sent to the University on April 28, On May 8, Heartland ECSI received a call from Mr*** to inquire related to the documentation receivedAt that time the representative informed Mr*** that the paperwork had been received, and forwarded to the University to review and approve On June 20, Heartland ECSI reached out to *** *** *** on Mr***’s behalf to assist in resolution of the processing of his paperwork The University indicated Mr*** had contacted their offices via email in February requesting loan forgivenessAt that time, the University informed Mr*** that his Lager loan, an institutional loan privately funded by *** *** ***, did not allow forgiveness. He was told, however, that he was eligible for additional Lager loan forbearanceIn the emailed response to Mr***, the University attached a Lager forbearance form The University indicated that in mid-May Mr*** contacted their offices to inquire about the status of his paperworkAt that time, the University explained that the form used was a Federal Perkins loan forbearance form which did not apply to his Lager loanThe University indicated to Mr*** they would email him the correct form, and once received and approved it would cover is missed payments On June 20, the University emailed the appropriate Lager forbearance form to Mr*** to complete, and will prepare and send a certified letter containing the form to Mr*** to confirm receipt If Mr*** would like to talk with the University, or has any other questions, he is welcome to their offices at ###-###-####

March 1, Case: *** *** * ***
*** *** ***
*** ** ***
*** *** ***
*** ***
To Whom This May Concern: ECSI Federal Perkin’s Loan Servicer (EFPLS) is the billing servicer for student loans on
behalf of the U.SDepartment of EducationWe have reviewed Ms***’s account, and our records indicate that the matter with Ms***’s missing payment has been resolved to her satisfaction through communications on February 26, The payment in question was directed by Americorps through a type of electronic transfer that is unclear and reported by Americorps to have been returnedECSI does not have any knowledge or record of any attempted payment made electronicallyPrior payments sent by AmeriCorps have directed to a lockbox that is not utilized for payments for EFPLS, however, a process is in place to monitor and address any misdirected payments should the need arise EFPLS is working with Americorps to identify a solution for payments to be directed ECSI Federal Perkins Loan Servicer to the proper lockboxPayments should be directed to the following address to avoid any delays: Department of Education, ECSI Federal Perkins Loan Servicer, *** *** *** *** ** *** If Ms*** would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at ***

Heartland ECSI acts as a third party payment processor for various
colleges and companiesSince we received this complaint we have not been successful
in our attempts to contact Ryan Stabler via email or phoneHeartland ECSI apologizes
for the inconvenience this has causedWe appreciate you
bringing this error to
our attentionThere are a few of our clients that utilize ***Unfortunately
since we are a third party payment processor we cannot process a payment
through a company like *** if it isn’t in our contract with your collegeWe
have multiple payment options and would be happy to assist youYou can reach
us at ###-###-#### or ***
Your ticket number is ***

Heartland ECSI is a third party loan billing servicer on behalf of the *** *** ** *** *** (***)Our system is setup to update the credit bureaus once monthly with a minimum of days between the accounts due date and the day we updateMs***’s *** account reflects
as “current and in good standing” since credit reporting began in September of The due date on her account is the 1st of each monthAccount history is reported to the credit bureaus on or after the last business day of each monthIf Ms*** has not already done so she will need to contact the credit bureau reflecting negative reporting to open a disputeThe bureau will examine their records and correct any discrepanciesIf Ms*** needs any assistance in this matter or has other questions on her account she may contact Tony Gump, Supervisor of customer service directly at ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I spoke with a team lead Alisa C*** and forwarded (via e-mail, which she advised would be acceptable) her the corrected letter on Saturday 12/16/She confirmed receipt via telephoneShe stated this would be all set come Monday 12/18/I telephoned her direct line on 12/19/and she was not in her office, but I have received no further correspondence from ECSII have now mailed the paperwork twice, faxed it times, and e-mailed it once
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint in its entiretyPlease explain to me how telling me where the payments should be sent is going to assist me? That information must be relayed to AmeriCorps as they are the ones sending the check and for whatever reason, ECSI nor AmeriCorps have figured out why it is so difficult to add the Perkins Loan PO BoxWho in particular is going to speak with AmeriCorps? Which departments are touching base with AmeriCorps so that I know who my primary contact is if and when this happens again? It has been over a year that I had told both ECSI and AmeriCorps to get in touchhowF with each other regarding payments so please forgive me if I have little faith without knowing the answers to my questions above. Please have the person(s) name, department, and direct phone number (line or extention) so that I can properly follow up regarding this issue.
Regards,
*** *** ***

Heartland ECSI is the third party billing servicer for student loans on behalf of the *** of ***. The information you have provided is valuable, and we appreciate all feedbackHeartland ECSI is always considering improvements to our website in order to make it more convenient
and easy to use as possibleWe have recently updated our legacy website to alert students to direct any links to our new website as the legacy website will be discontinued in the future. We have reviewed Mr*** account and a have identified that a payment was set up on each of our websites which led to the first payment of $authorized on November 10, to drawThe second amount of $was registered on December 13, 2016, but not activated due to the previously set recurring payment dated November 10, Mr*** made a one-time payment of $which brought his account current on March 21, We have adjusted Mr*** loan balance for the $charged ($total) for the payments declined by Mr*** for December and January The $has been applied to his principal balanceMr*** account is being reported to the credit reporting agencies as current and in good standingInformation reported to the credit agencies may take up to days to update. If Mr*** would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####

To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of *** ** ***We have reviewed Mr***’s account and a deferment has been applied to his account that runs through February Leander Johnson from our office
reached out to Mr*** on August 31st and left him a message to return his callLeander reached out again on September 9th, and spoke with Mr*** to validate the necessary documentation and procedure to complete the pending partial cancellation on his account for the 2015-school year Any late fees assessed to Mr***’s account due to this matter have been removedMr***’s account is being reported to the credit reporting agencies as current and in good standingInformation reported to the credit agencies may take days to update If Mr***’s would like to talk with us directly, or has any other questions, he is welcome to contact Leander Johnson in our customer service team at ###-###-#### directly

*** ***, Supervisor of Production Processing at ECSI Federal Perkins Loan Servicer (EFPLS), is contacting Americorps' office to facilitate correction of delivery of payments initiated by Ms***. *** can be reached toll-free at *** using extension ***.EFPLS is committed to correcting this matter, however, we are reliant on Americorp to correct the location as to where the payments are sent. We will do our best to have them send payments to the proper location in the future. *** *** will continue to be your contact on any further payment issues that arise due to Americorp not updating their location for future payments

December 5, ID: *** *** ***
*** *** **
*** ** ***
***
To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Syracuse University The information
provided is valuable, and we appreciate all feedbackHeartland ECSI is always considering improvements to our website in order to make it more convenient and easy to use as possibleWe have provided Mr***s comments to our design team for review towards future improvements We reviewed Mr***’s account, and attempted contact on December 1, and again on December 4, when we were able to speak with him about his concernsMr*** indicated he was able to make an online payment on December 1, The representative offered to set up a recurring ACH payment, however, Mr*** did not have bank information neededHe stated he will call back to setup recurring ACH at a later time If Mr*** would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at ***

March 12, ID: *** *** ***
*** *** ***
*** ** ***
***
*** To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Pennsylvania State University
We have reviewed Ms***’ account and her recent paymentWe have determined that she initiated payment on March 5, 2018, at 4:PM using our self-service websiteThe payment type she selected was a same day paymentThe payment was processed on March 5, 2018, at 6:PM. At the time of Ms***’ Live Chat with our customer service advocate at 7:PM, the payment was already processedOnce the payment was processed, Ms***’ account with Heartland ECSI was updated to show the payment We apologize that the chat communication on March 5, 2018, was ended before Ms*** received the service she was seekingOn March 6, 2018, and March 13, 2018, Heartland ECSI contacted Ms*** to discuss her payment and verify if she would like the payment to be refundedEach time a message was left for her to contact our office At this time Ms***’ payment on March 5, 2018, has not been rejected from her banking institutionThe additional money from the payment was applied to principal, and her next quarterly installment will be due June 1, If Ms*** would like to talk with us directly or has any other questions, she is welcome to contact our Customer Service Department at ***

To Whom This May Concern: ECSI Federal Perkin’s Loan Servicer (***) is the billing servicer for student loans on behalf of the U.SDepartment of Education We have reviewed Ms***’s account, and *** received Ms***’s loan through school assignment the U.SDepartment
of Education on March 24, *** did not purchase Ms***’s loan; it was assigned from her school to the U.SDepartment of Education On May 15, Ms*** contacted our office to notify us that she faxed her cancellation packet for review, however, *** did not have a fax number in nor do the guidelines permit faxed documentationDuring the call our representative indicated that the documentation was not received, and would need to be mailed to our offices On May 16, *** received inquiry from a U.SDepartment of Education Ombudsman who was inquiring on Ms***’s behalf regarding her attempt to deliver her cancellation packet for our review*** responded to the inquiry to inform the Ombudsman that Ms*** was provided the steps to mail the cancellation packet to our office for review On September 19, *** received a second inquiry from the U.SDepartment of Education Ombudsman who was following up on the status Ms***’s cancellation packet. *** responded to the inquiry to inform the Ombudsman that Ms*** was presently in a post-deferment grace period, and no documentation had been received During the period of October through February *** was informed through National Student Clearinghouse that Ms*** was enrolled in school, and her loan with the U.SDepartment of Education was placed in an In-School Deferment statusAfter the deferment ended, Ms***’s file was placed in a post-deferment grace period On October 17, ***’s records show the receipt of Ms***’s cancellation packetOur records indicate that the packet did not contain the required dated verification of employment with required official stamp/seal or letterheadOn the same day the packet was received (October 17, 2016) our representative delivered an email to Ms*** at her address of jennifer***[email protected] email sent (attached hereto) requested Ms*** contact our representative for additional information that is neededAs part of the review process, all documents received are scanned and stored upon receiptThe packet submitted has been re-reviewed, and the required dated verification of employment with required official stamp/seal or letterhead was not included with what was receivedRegrettably, due to the age of the documents, the guidelines for approval require Ms*** to submit an entire new package Ms***’s loan is being reported to the credit reporting agencies as current and in good standing for each month since April of Once Ms*** provides a new cancellation package containing the necessary documents, *** will be able to process her cancellationIf Ms***’s request indicates her desire to submit the cancellation dating back to 2014, and provides the supporting documentation, *** will be able fulfill that request as well Our representatives are prepared to support Ms*** if she has any questions or needs any assistance with completing her new cancellation package. Our Customer Service Department can be reached at ###-###-#### Sincerely, Jocelyn S*** Quality Management ECSI Federal Perkin’s Loan Servicer

The contract I signed does not require any repayment, it is inappropriate for the company to bill me on an annual basis This issue is not addressed in the response

During the conversation over the phone with ECSI Heartland they did go over the payment issue by stating all the different options of payment they haveWhile I could sign up for automatic payments I rarely have enough money in my bank account for this and often live paycheck to paycheckThe mail in option is more time consuming then calling or paying onlineThe item that was not discussed at all was the constant website errors and downtime of the ECSI Heartland website which is what I truely would like fixedIn okay with their hours of operation if I can process online transactions during those hoursThis has not been the caseThe represenative I spoke to left the conversation open ended asking if their was anything else they could help me with when all the phone conversation consisted of was the representative telling me my different pay optionsIt's as if they didn't read my complaint in its entirety and only addresses the convenient items. I know repairing a website takes timeI would like them to them to acknowledge the issue and test their own website during various hours of the day and nightThen they would see how often it goes down for maintenance, or no reason given which often has been the same day/evening my payments have been due

To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of the *** ** ***. We apologize for the inconvenience you experienced with your cancellation paperworkOur team strives to have clear and concise follow up communication
that identifies additional information or documentation is needed to complete our processing On September 14, 2016, our office reviewed the cancellation paperwork received, and sent the following email to the address on file (***): Heartland ECSI has received your cancellation request but we are unable to process for the following reason(s): We need letter from *** *** ***, the letter they sent does not have your end date of employment with them, please have them place this on official letterYou checked that you are no longer employed with themPlease return this information to the address below so that we can expedite your request On October 18, 2016, our office reviewed additional supporting cancellation paperwork received, and sent the following email to the address on file (***: Heartland ECSI has received your Cancellation requestPlease see below***, on the account is a Deferment for the year of 8/2016-8/with your employer Sacred Heart Health System since 8/15/However your prior employer *** *** *** stated on the letter from them, that you went to per diem- per diem is not full time employed, so we cannot count this towards the cancellation dateSo for the year of 8/2015-8/cannot be cancelled however, if *** *** *** can send in a letter giving us in writing the actual month/day/year you went Per Diem with them, and it is within weeks of you starting with *** ***, then we can count the year of 8/2015-8/and this would be your final year of cancellationPlease return this information to the address below so that we can expedite your request On October 26, 2016, our office reviewed additional supporting cancellation paperwork received pertaining to change in employment, and forwarded to the *** ** *** for final approvalThe *** ** *** authorized and approved the cancellation for the academic year 08/2015-08/on October 26, 2016. The cancellation was posted on October 26, 2016. If you have any additional questions or concerns please feel free to contact our Customer Service Department at ###-###-####.Tell us why here

To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of the *** ** ***We apologize for the confusion in timely processing of your paymentsOur team strives to have these matters addressed in a timely fashion We have
reviewed Mr***’s account, and determined that prior payments have been sent to the *** ** ***, and not Heartland ECSI On October 18, a representative from the *** ** *** emailed Mr*** to indicate they have a manual process to apply payments received at the *** ** *** to Heartland ECSIIn the communication from the *** ** *** two options for remediation were provided to Mr***: Future payments are directly sent or paid to Heartland ECSI as the billing servicer for student loans on behalf of *** ** ***.Continued payments on the *** ** *** website, and for Mr*** to email his contact at the *** ** *** of payments made so that monitoring of the manual process to confirm payments are applied to Heartland ECSI. A representative from Heartland ECSI did attempt to contact Mr*** on October 26, 2016, however, there was not an answer and no voicemail was set up to leave a messageOn October 28, a second attempt to contact Mr*** was made, and he indicated he had his on line account set up on the Heartland ECSI websiteHe also indicated he did not expect any problems at this point making a paymentOur Heartland ECSI representative provided Mr*** her contact number should he experience any problems, and indicated that she would be to help him make a payment on the website or over the phone. Mr***’s account is being reported to the credit reporting agencies as current and in good standingAny updated information reported to the credit agencies may take days or more to reflect accordingly. Heartland ECSI offers fee-free online alternative payment methods including automated recurring payments using a checking or savings account, or by mailing a paper check or money order via U.SPostal Service to our lockbox at Heartland ECSI, *** *** *** *** ** ***. If Mr*** would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####

Heartland ECSI is the third party billing servicer for student loans on behalf of *** *** *** * *** ***
We apologize for the delay in our response to the concern initially brought to our attention on August 11, Our team strives to have these matters
resolved in 5-business days We have reviewed Ms***-***’s account and have determined that the payment Ms***-*** sent as check in the amount of $was inadvertently applied to an incorrect accountOn August 26, 2016, we advised Ms***-*** of the error and the payment was properly applied to her accountNo late payment fees have been assessed to Ms***-***’s account due to this matter and her account has continued to be reported to the credit reporting agencies as current and in good standing In posting her $payment to her account, we applied the payment as: $as her standard monthly payment and $posted against her next monthly payment. Her next monthly payment amount will be $30.00. After the reduced monthly payment next month, her regularly monthly payments of $will resume If Ms***-*** would like to talk with us directly, or has any other questions, she is welcome to contact our customer service team at 888-549- Sincerely, Scott K*** Quality Assurance Manager Heartland ECSI

In July 2015, Heartland ESCI became the new loan servicerfor *** *** ***. During theconversion process, the loan account was transferred from the previous loanservicer, ***, to Heartland ECSI. The$in fees was assessed while the account was being managed by the prior
loanservicer. There was no specifictransaction history that identified the exact reason for the additional feesassessed; however, memos were transferred that indicate Mr***’s loan waspast due and placed with a collection agency. The collection agency was unable to collect on the past due loan. The $in fees was assessed at some pointwhile the account was past due.Upon conversion of the loan from *** to Heartland ECSI, abilling statement was generated and mailed to the address on file for Mr***which was the address provided in the promissory note that was signed when heaccepted the terms of the loan with his school. It is the responsibility of the borrower/student to provide updatedaddress information to the school (or to the loan servicer on behalf of theschool) to ensure they are receiving all notifications, billing statements,etcregarding their loan. Our billingstatements do contain messaging when a borrower is past due, that additionalfees and interest may be assessed based on the contractual agreement/promissorynote with the school and that credit reporting to credit bureaus may alsooccur.On July 27, at 10:AM Eastern Time, Mr***’smother contacted Heartland ECSI to discuss the account. However, we were unable to provideinformation to the mother because we did not have a release or authorization onfile. That same day, we were contactedby Mr*** and he was advised by the Customer Service Representative (CSR)that when the account was converted from *** to Heartland ECSI it was indeferment and was months past due. The CSR also advised Mr*** that based on the memos on the account,it looks like the past due balance was from December when payments shouldhave started and was through January when the next deferment wasposted. Mr*** requested anexplanation of the $penalty on the account. The CSR tried to contact the school but werenot able to reach them. The CSR advisedMr*** that we would contact him when we heard back from the school with theinformation regarding the $penalty. The CSR also advised Mr*** of his current payoff amount on theaccount.During some point in the conversations on July 27, 2015, acall was escalated and our Call Center Team Lead (CCTL) at 12:PM EasternTime from Mr***’s mother who protested the convenience fee that was beingcharged for a payment that was made via our online self-service webportal. Our CCTL did advise the motherthat because the payment was made via our online portal, the fee could not bealtered and that the fee is displayed and agreed to at the time the payment ismade via our online self-service web portal. On July 27, at 2:PM we received an email from Mr.***’s mother regarding Mr***’s loan. We replied to the mother that any questions regarding the account canonly be discussed with Mr*** since there was no release or authorizationfor us to discuss the account with the mother. On August 3, 2015, we were contacted by the school that theyadjusted the $from a late fee to principal as Mr*** had disputed thefee. A $adjustment was made toMr***’s account on August 3, 2015. Thiscreated a $credit on the account. The $credit was processed on August 15, and a check wasissued in the amount of $72.00. Thecheck was delivered to the same address that was on file because Mr*** didnot provide a new mailing address.After review of this account and the communications withboth Mr*** and his mother, all policies, procedures and processes werefollowed by the call center agents that interacted on this account. We hope that Mr*** finds the informationprovided and the actions taken to be satisfactory. If we can be of any further assistance inthis matter, please do not hesitate to contact Steve J*** at ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***