American Sprinkler Systems, Inc.

To Whom This May Concern: ECSI Federal Perkin’s Loan Servicer (ECSI) is the billing servicer for student loans on behalf of the U.SDepartment of Education We have reviewed Ms*** account, and our records indicate that the matter with Ms*** missing payments has been
resolved to her satisfaction on April 11, ECSI apologizes for any unprofessional customer service Ms*** experienced, and has reviewed the communications in question to coach and take action where appropriate On April 11, our records indicate that the missing Americorps payment was locatedThe payment had been directed to a lockbox that is not utilized for payments managed by ECSI Federal Perkin’s Loan ServicerMs *** payment was redirected to the correct lockbox, and Ms*** was notified that same day On April 18, our records indicate that second Americorps payment was locatedIt was also directed to the wrong lockbox, and was redirected to the correct locationOn April 18th Ms*** was notified the second payment was located and expressed her satisfaction As a third party servicer, ECSI, is required to maintain the integrity of the credit information provided to the three major credit bureaus. Any adjustments made to Ms*** credit report that is not warranted would compromise the integrity of the data. Based on our research of Ms*** payment history our credit reporting is now showing that her payments have been made, and her account is current and in good standing. Information reported to the credit agencies may take days to update. Future payments 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 ###-###-####Tell us why here

Please note: ECSI Federal Perkins Loan Servicer is a third party loan servicer on behalf of Federal Student AidWe received returned mail on 08/25/When this occurs a stop is placed on billing until a trace is completed, locating the correct addressBeing that the trace was returned with the
same address listing the incorrect apt number of the hold was not liftedOn 2/2/Mr*** contacted ECSI and updated the address to the correct apt numberWe apologize his concerns weren’t addressed soonerThe represented he spoke with on 2/did not correctly submit the ticket to be reviewedWe have educated that representative and we’re actively investigating why this wasn’t resolved when speaking with the Team Lead on the 17th of February. On 03/01/we removed all derogatory credit reporting on his accountAt that time we placed a stop on credit reporting for days allowing him time to review the statement we mailed on 2/11/A supervisor in customer service has attempted to reach out to Mr*** via phone, once on 03/01/2016, 03/10/2016, and 03/17/There was no answerIf Mr*** would like additional assistance please contact Tony G*** Supervisor of Call Center Operations directly at ###-###-####

Firstly, thank you very much for your feedbackWe arecurrently aware of the inconvenience caused by our online ACH payment optionfor borrowers with multiple loansWe are in the process of updating our userwebsite, and hope to have the payment processing updated very soon For the current
time, we would like to assistyou in making your paymentI have had one of our supervisors, ***; attemptto reach out to you via the number provided in your Revdex.comHe has left you avoicemail with his direct contact informationIn review of your account, itappears you have called in and scheduled payments with one of ourrepresentativesWe want to make sure you have the opportunity to schedulepayments for free despite the current issues you are experiencing via ouronline payment methodPlease reach out to *** at your earliest convenienceto discuss what options would be most beneficial for youAgain, we appreciateyour feedback and will continue to strive toward improving our user experience

January 15, Case: *** *** ***
*** *** ***
*** *** ** ***
*** *** *** ***
*** *** To Whom This May Concern: ECSI Federal Perkin’s Loan Servicer (ECSI) is the billing servicer for
student loans on behalf of the U.SDepartment of Education We have reviewed Ms***’s account, and our records indicate that her Federal Perkins Loan from Fairmont State University was assigned to the U.SDepartment of Education on July 17, At the time of assignment Ms***’s grace period had ended, and the first payment was due August 15, Once Ms***’s Federal Perkins loan was assigned she was provided monthly statements with payments due on the 1st of each month starting on September 1, Due to lack of payment, a 60-day final demand letter was created and sent on October 27, On December 5, a 90-day due diligence call was also attemptedOur records indicate that no payment or response was received from Ms***, and there is no record of a forbearance request or documentation received On December 8, 2017Ms***’s account was transferred to the U.SDepartment of Education’s Default Resolution Group, and is no longer being serviced by ECSIMs*** will need to contact the Default Resolution Group for assistance at ***

Heartland ECSI is the third party loan servicer for *** *** of Chicago student loans. After review of Ms***’s loan, following is additional detail: Ms***’s student loan entered repayment on September 1, 2015. We did not receive payment or any form of request
for deferment or forbearance during the months of October or November 2015. Therefore, the loan was reported to the credit bureaus as days past due on October 30, and again as days past due on November 30, 2015. On December 4, 2015, we received a request for forbearance. The request for forbearance was approved and was backdated to September 1, extending to September 2, 2016. We delivered the correction to remove the derogatory credit reporting on December 31, 2015. Heartland ECSI delivers loan status to the credit bureaus on a monthly basisOn January 4, 2016, Ms*** contacted our Customer Service team to review her credit reporting. Our representative advised Ms*** that we did send an update to the credit bureaus on December 31, 2015. The update would place the loan in a status of current and in good standing. Our representative did advise Ms*** that is may take up to days for the credit bureaus to update her credit report. Ms*** requested to speak with a supervisor. Our representative told Ms*** she would get her a supervisor, however, it could take a few minutes to connect her to the supervisor and that she could assist Ms*** with any other requests while she was waiting. At that time, Ms*** requested proof that we sent this request to the credit bureaus. Our representative advised Ms*** that she could view the current status of her loan account on our website and delivered the login credentials to her. Ms*** agreed this would suffice and ended the callOn January 13, 2016, Ms*** contacted Heartland ECSI again and our representative review with her how her loan was reported to the credit bureausMs*** was upset that her credit report wasn’t reflecting our update as of January 13, 2016. Our representative advised that it can take days for the credit bureau to update her credit report from the time we submit the credit updateMs*** did not request to speak to a supervisor at that timeOn January 18, 2016, a supervisor attempted to contact Ms*** in response to this inquiry using the phone number providedThere was no answer and the voicemail was fullWe attempted to contact Ms*** again on January 25, 2016. Again, there was no answer and the voicemail was fullIf there is any other form of documentation that would suffice for Ms*** prior to the credit bureau being updated, we would be happy to help. She can contact Tony G***, Supervisor in our Customer Service Department, at ###-###-####, Ext***

We apologize that Mr*** is experiencing difficulty using our new online borrower account portalThe information you have provided is valuable, and we appreciate all feedbackHeartland ECSI is always considering improvements to our online borrower account portal in order to make it more
convenient and easy to use as possibleWe replaced our former borrower account portal of https://borrower.ecsi.net with https://heartland.ecsi.netUsers who logged in to the former site prior to its deactivation received a pmessage indicating “Effective July 18, 2017, Heartland ECSI will be transitioning users to our new, user-friendly websiteVisit our new website today at https://heartland.ecsi.net to create your user profile and securely login to manage your accounts.” This message was displayed to all users beginning in MayOur electronic statements and paper bills also contain the new web address of https://heartland.ecsi.net We have reviewed Mr*** account, and on December 21, Mr*** set up recurring payments of $to drawn on the first of each month (or following business day should that day fall on a weekend or holiday) starting on January 1, This recurring payment is set to expire January 1, or when the account is paid in full (whichever comes first) Based on these recurring payments Heartland ECSI has drafted payments: 1. January 3, of $with $applied to interest and $applied to principal2. February 1, of $with $applied to interest and $applied to principal3. March 1, of $with $applied to interest and $applied to principal4. April 3, of $with $applied to interest and $applied to principal5. May 1, of $with $applied to interest and $applied to principal6. June 1, of $with $applied to interest and $applied to principal7. July 3, of $with $applied to interest and $applied to principal8. August 1, of $with $applied to interest and $applied to principalThe payments on his loan, through the date of this letter, have paid $towards interest and have reduced the principal $On August 28, Heartland ECSI attempted to contact Mr*** to assist him with his difficulty using our new online borrower account portalRegrettably, we were unable to reach him and left him a message to contact usWe have added a memo to his account that should he contact our offices that the representative needs to assist Mr*** with getting access to view his account on our online borrower account portalIf Mr*** would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####

Please note: Heartland ECSI is a third party billing servicer on behalf of *** *** *** (Fullerton)As a third party servicer we assess fees onto Mr***’s account in accordance with his campus’s specific instructionsAll monies paid to late fee’s, principal and interest are
forwarded to *** *** in their entirety. Our records indicate on 07/20/Mr*** logged into to his online account and setup reoccurring automatic payments to be drawn the 10th of each month starting 08/10/These payments drew and applied without issue each month, Heartland ECSI’s system does not access a fee onto an account until after it is days past dueOn 12/26/Mr*** logged into his online account and changed his reoccurring monthly payments to withdraw the 15th of each month starting January 15th Being these payments surpassed the (10) day window a late fee was accessed at $a month for January, February, and MarchAs a curtesy to Mr*** we have applied the $in late fees to his principal balanceWe have also verified that Mr*** did not suffer any derogatory credit reporting while his account was past dueAnytime reoccurring payments are setup either online or with a representative their account is set to send electronic bills to the email address listed on the account, this is in the disclosure while setting up automatic payments. Heartland ECSI’s websites offers a free payment option referred to as “Direct Pay”, this is mainly used to setup reoccurring monthly withdraws from a checking or savings accountIt does however have the functionality to allow users to setup a payment to only draw for one monthA statement is on our Direct Payment page that advises users to make sure the date they choose does not conflict with their accounts due dateHeartland ECSI provides multiple withdraw dates to accommodate various due datesOur website also has an instant electronic check option and credit card payment option days a week/hours a dayHeartland ECSI applies payments in accordance to Deptof Education Regulations and client specific instructionsAny payment that’s made above what is currently due on the account will apply directly towards the principal balanceThis is what the majority of borrowers request in an effort to see a decrease in the amount of interest that accrues over the lifetime of the loanMr*** may contact Heartland ECSI’s customer service department at ###-###-#### to request any over payment applied to a future billing period. We apologize for any confusion Mr*** experienced using Heartland ECSI’s old websiteWe launched a new website in Instructions to access this site have been emailed to Mr***If any additional assistance is needed he may contact *** *** directly at ***

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 ###-###-####.

February 19, 2018   ID: [redacted]   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]   To Whom This May Concern:   Heartland ECSI is the third-party billing servicer for student loans on behalf of Suffolk University.   We have...

reviewed Mr. [redacted]’s account and determined that his institutional loan transferred to Heartland ECSI in November 2017. Upon the transfer of the loan from the previous servicer, each borrower receives a Welcome Letter from Heartland ECSI with all pertinent transfer information which includes a notice that any pre-existing recurring payments with the prior servicer would be canceled and new recurring payments would need to be set up with Heartland ECSI. Our current process includes a 60-day grace period for all late fees and credit reporting after transfer to Heartland ECSI.  This means that during the 60-day period after the loan was transferred, no late fees are applied, and credit reporting is held.   On February 12, 2018, Mr. [redacted]’s account was paid through our online self-service portal which included a $1.95 service fee. Users paying through our account portal have several options when making a payment online. Some of these payment methods may result in a service fee being added to a payment amount thereby increasing the total payment. Service fee and payment options are disclosed upon entry into our online payment portal, and the applicable service fees are displayed after the payment has been selected and entered. The user does have the ability to review this information before submitting the payment.  Additionally, as part of the information that is displayed, fee-free options are provided.   On February 15, 2018, Heartland ECSI contacted Mr. [redacted] to discuss his account and payment. He expressed his dissatisfaction with the service fee associated with his payment. We confirmed that his account was not assessed any late fees, and no negative credit reporting was generated.   If Mr. [redacted] would like to talk with us directly or has any other questions, he is welcome to contact our Customer Service Department at [redacted].

March 2, 2018   ID: [redacted]   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]     To Whom This May Concern:   Heartland ECSI is the third party billing servicer for student loans on behalf of the University of...

Wisconsin at Platteville.   The information Mr. [redacted] provided is valuable, and we appreciate all feedback. Heartland ECSI is always considering improvements to our website to make it more convenient and easy to use as possible.   Currently, our self-service portal does not permit users to set one-time payments to draw on future dates. However, it does allow users to select recurring payments to draw on the 1st, 10th, 15th or 20th of each month. We have provided Mr. [redacted]’s comments to our design team for review for future improvements.   Mr. [redacted] also commented that not being able to schedule a one-time payment to draw on a future date was unlawful as it would determine future interest charges. Scheduling a payment does not impact the interest accrued on his loan. Interest accrues monthly on Mr. [redacted]’s Federal Perkins loan, and would not be impacted until payment is applied to his account.   On February 26, 2018, Heartland ECSI contacted Mr. [redacted] to discuss his account and payment options. During the conversation, Mr. [redacted] was presented with the option to schedule his payments in advance using one of our four recurring payment draw dates. However, he was not interested in that option. Also discussed was the option that his banking institution might have a bill payment service that would allow for payments to be scheduled in the future. Mr. [redacted] indicated that he would investigate the options are available from his banking institution.   If Mr. [redacted] would like to talk with us directly or has any other questions, he is welcome to contact our Customer Service Department at [redacted].

Please note Heartland ECSI processes student loan refunds for [redacted] University. On 10/22/2015 [redacted] directed us to send [redacted] a refund. The refund was sent as direct deposit on 10/23/2015 to the routing and account number Ms. [redacted] imputed on her online [redacted] account. On 10/27/2015...

[redacted] contacted Heartland ECSI twice to confirm the routing and account number she entered on the [redacted] website was correct. On 10/28/2015 Ms. [redacted] contacted ECSI to advise us she did not receive the refund we submitted on behalf of [redacted]. Our representative advised that Heartland ECSI has to wait 10 business days from the date her refund was sent before reissuing it. On 10/29/2015 [redacted] contacted us and requested a supervisor; none was available. The representative she was speaking with put in a request for a supervisor to contact her back. The same day a member of our supervisory team attempted to contact her twice. We attempted to contact her again on 10/30/2015. The supervisor left [redacted] a voicemail and sent her an email on 10/30/2015. On 10/29/2015 the refund was returned to us from her bank. They stated the account number [redacted] entered was not a valid account number within their system. That day Heartland ECSI mailed [redacted] a check for the full amount of the refund. Since we have not heard back from [redacted] we considered this matter resolved. If any other assistance is needed we would be happy to help, Please call us at ###-###-####.

Heartland ECSI has received the updated employment verification, and completed the processing of the cancellation paperwork of Mr. [redacted]'s Federal Perkins loan as of December 20, 2017. The account now shows the balance as cancelled.If Mr. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at [redacted].

Any payment made outside of the monthly due date of the 1stof the month is subject to fees (late, collection, due diligence letter, duediligence phone calls). In addition, should any payments be returned due to insufficientfunds or inability to locate an account, an NSF fee could also be assessed....

All borrowershave the ability to view account transactions or account details through theironline account at www.borrowers.ecsi.net.In review of [redacted]’s account, there was a requestsubmitted to have the $80.00 payment made 3/10/2015 applied toward the Marchand April, instead of having the additional monies applied toward principal. Ihave reviewed the adjustment and waived the $1 late fee and $3 phone feeassessed due the adjustment taking place after the April bill had beengenerated. The account is now showing current with an amount due of $40.00 on6/1/2015.

Heartland ECSI processes cancellation paperwork in accordancewith Perkins loans many regulations. We apologize for how stressful thisprocess has been for [redacted]. We are internally addressing why this issue wasn’t resolvedsooner. We clearly see how this has caused undue stress and we’re taking...

immediatesteps to ensure this doesn’t occur with future loan holders. We have applied the fifth and final year of cancellation tothis account. The loan is now reflected as paid in full. Additionally credit reportinghas been changed to “current and in good” standing for the last twelve months. On10/31/2015 we will report the loan as Paid in Full to the major creditbureaus. We called [redacted] on 10/13/2015 and 10/14/2015. There was no answer; a voicemail was left with adirect contact number.

The NSF fee's in question were caused by two payments being returned to HeartlandECSI due to insufficient funds one on July 8th 2013 and again on August 6th2013. The account then went into student deferment on August 12th 2013. Whenthe account entered repayment on July 1st 2015 the monthly payment...

includingthe NSF fees were due on the account.On August 11th 2015 you called in and a representative explained the amount dueand the reason why there were still NSF fees on the account. The representativealso explained various payment options. On 8/31/2015 we reported the account as30 days past due on behalf of the debtor since there was no payment on theaccount between July 1st and August 31st. On September 2ndwhen a supervisor was requested via live chat the supervisor returned the calllater that day. They seemed too be able to adequately explain the issue andresolve it.

February 26, 2018   ID: [redacted]   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]   To Whom This May Concern:   Heartland ECSI is the third party billing servicer for student loans on behalf of the University of Pittsburgh....

  We have reviewed Ms. [redacted]’s account, and a Ms. [redacted] applied for economic hardship – unemployment  deferment on her Federal Perkins loan in November 2014, however, the paperwork did not apply to her [redacted] loan.   On January 14, 2015 Ms. [redacted] contacted the University of Pittsburgh, and the University explained that the economic hardship - unemployment paperwork was not applicable to her [redacted] loan. During the call the University provided Ms. [redacted] instructions and forms to complete to request forbearance. On March 12, 2015 Ms. [redacted] was provided instructions and emailed forms during a call with the University a second time after she indicated that she had not received the forms. The University emailed the forms a third time on April 10, 2015. Our records reflect the activity on Ms. [redacted]’s loan was reported accurately to the credit bureaus.  We have verified that no error in reporting has occurred. Heartland ECSI confirmed with the University of Pittsburgh that forbearance paperwork for her [redacted] loan was not received. In January of 2016 the [redacted] loan was reported as paid in full after receipt of payment in full on December 15, 2015.   If Ms. [redacted] would like to talk with us directly, or has any other questions, she is welcome to contact our Customer Service Department at [redacted].

February 21, 2018   ID: [redacted]   [redacted]     To Whom This May Concern:   Heartland ECSI is the third party billing servicer for student loans on behalf of the University of Kentucky.   We have...

reviewed Mr. [redacted]’s account, and determined that he has a Federal Perkins loan. Federal Perkins loans are not eligible for income-based repayment plans. Federal Perkins loans are eligible for forbearance and deferment, and we encourage Mr. [redacted] to visit the Federal Student Aid website (https://studentaid.ed.gov/sa/repay-loans/deferment-forbearance) to learn more about the available entitlements and how to apply.   Heartland ECSI does not make decisions on transcript release, and Mr. [redacted] will need to address the release of his transcripts with his University.   If Mr. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at [redacted].

To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Illinois Institute of Technology. We apologize for the wait time Mr. [redacted] experienced while attempting to contact our office on September 9, 2017. We give each caller as much time as needed...

and this can lead to increased wait times. Heartland ECSI’s contact system allows callers a callback feature to save their place in line without staying on the phone. We have identified that Mr. [redacted] successfully used the callback feature when he called in to our offices to discuss his rejected payment. We have reviewed Mr. [redacted]’s account and determined that the payment Mr. [redacted] initiated on our self-service portal on August 31, 2017 was rejected from his banking institution with the response ‘No Account/Unable to Locate Account’. Upon further investigation we have identified that previous transactions initiated by Mr. [redacted] used an account number ending in 0455, however, the rejected transaction used an account ending in 0485. Heartland ECSI is not able to determine if this is another account of Mr. [redacted]’s. On September 7, 2017 Heartland ECSI received a request from Illinois Institute of Technology to waive their payment rejection fee of $50.00, and to remove any negative credit reporting on Mr. [redacted]’s account for the rejected payment. The fee waiver was completed on September 8, 2017, and no negative credit reporting had taken place. On September 8, 2017 Mr. [redacted] completed a payment transaction on our self-service portal. The transaction has successfully paid Mr. [redacted]’s account in full. On September 11, 2017 Heartland ECSI attempted to contact Mr. [redacted] to review his account, the status of the waiver of payment rejection fee, the new payment received, and credit reporting. Mr. [redacted] indicated that he was not available to speak in length and to call again another day. On September 13, 2017 a second attempt to contact Mr. [redacted] was made, and a message was left for Mr. [redacted] to call if he still needed assistance. If Mr. [redacted] 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 the [redacted]. We have reviewed Ms. [redacted]’s account and have identified that she has a Nursing loan with a fixed monthly payment of $112.00 due on the 22nd of each month.  After a review of her account,...

we identified the following actions on the account. ·         Ms. [redacted] was set up for recurring payments for her account.  There was a payment drawn on May 22, 2017 in the amount of $112.00 which was for her May 22, 2017 payment period.  ·         Heartland ECSI runs account calculations on a monthly basis.  Ms. [redacted]’s account was calculated on May 25, 2017 for her June 22, 2017 payment.  An electronic billing statement was delivered to the email address on file which was [redacted]. ·         On June 5, 2017, her recurring payments were removed from her account.   No further automated payment were drawn from her account. ·         On June 26, 2017, we ran the account calculation on her account for her July 22, 2017 payment.  This statement reflected a past due amount because her June 22, 2017 payment was not received.  The statement reflected a payment was due for July 22nd in the amount of $112.00 and a payment was past due for her June 22nd payment in the amount of $112.00.  This brought the total amount due to $224.00. ·         On July 6, 2017, we received two (2) paper check payments from Ms. [redacted].  These two checks totaled $200.00.  At the time the checks were posted to the account there was a total due of $224.00.  The $200.00 payment left a balance due of $24.00.  NOTE:  Heartland ECSI posts all payments in accordance with Federal regulations.  The order of posting of the payments is:  Fees (example:  late fees), Past Due Interest, Current Interest, Past Due Principal, and Current Principal.  ·         On July 25, 2017, we ran the account calculation on her account for her August 22, 2017 payment.  This statement reflected a past due amount.  The statement reflected a payment was due for August 22nd in the amount of $112.00 and a past due amount of $24.00 bringing the total amount due to $136.00. ·         On August 10, 2017, we received two (2) paper checks for from Ms. [redacted].  These two  checks totaled $200.00.  We posted $112.00 to her account for the August 22nd payment and $24.00 to the page due amount.  This left a payment balance of $64.00 which was applied to the principal on her account.  We have confirmed that although her account was past due, credit reporting for her account remained as current and in good standing. We have also have confirmed that all payments posted to her account were posted appropriately and according to Federal regulations/guidelines. We hope this detail of events resolves any concerns as to how her payments have been applied. If Ms. [redacted] would like to talk with us directly, or has any other questions, she is welcome to contact our Customer Service Department at ###-###-####.

Heartland ECSI is the third party billing servicer for student loans on behalf of [redacted].   We apologize that Mr. [redacted] is experiencing difficulty setting up his payments using our online borrower account portal. We also apologize for the wait time Mr. [redacted] experienced while...

attempting to contact our office. We give each caller as much time as needed and this can lead to increased wait times.   Heartland ECSI offers several feeless payment methods. These include checks, money orders, and recurring Direct (ACH) payments, which may be established online, by phone, and by using or our mobile application on iOS and Android. Additionally, Heartland ECSI does not assess any fees for borrowers paying through third-party bill-payment services. Heartland ECSI advertises its feeless payments online and discloses which payment methods involve service fees. Before a borrower initiates or authorizes any payment, the amount of any service fee is fully disclosed.   Heartland ECSI’s contact system also allows callers a callback feature to save their place in line without staying on the phone. We have reviewed incoming calls from Mr. [redacted] on August 11th and 24th and found 3 calls. The calls received show that Mr. [redacted] did not successfully complete the request for callback prior to disconnecting the call. We are working with our service provider to ensure this was not a technical issue on these two days, and we are adjusting the callback recording to alert users to please wait to disconnect until you have confirmed the number you wish to be called, and receive the statement that we will save your spot in line.   Mr. [redacted]’s comment that his account was placed with collections is accurate. In August of 2011 The University placed Mr. [redacted]’s account with collections as the account was 7 months past due. Heartland ECSI records indicate the account was removed from collections in January of 2012 after Mr. [redacted] completed an Economic Hardship deferment.   Mr. [redacted]’s comments that Heartland ECSI placed erroneous fees on his account were addressed in the response to his complaint to the Revdex.com in May of 2015. A payment of $80.00 was received March 10, 2015 that was intended by Mr. [redacted] to cover the two (2) $40.00 payments due March 1, 2015 and April 1, 2015. When the adjustment was placed on the account to correct the application of that payment the $1.00 late fee and $3.00 due diligence late payment call fee were waived after adjustment making Mr. [redacted]’s account current at the time.   The call to Mr. [redacted] from Heartland ECSI on August 24, 2017 was a due diligence late payment call to alert him that a payment had not been received for his payment due on August 1, 2017. Mr. [redacted]’s account shows, as of the date of this letter, that the last payment received was July 3, 2017 in the amount of $46.08.   On August 28, 2017 Heartland ECSI attempted to contact Mr. [redacted] to discuss his account and concerns, however, he was not available. A message was left for him to contact us at his earliest opportunity. As a courtesy to Mr. [redacted] the representative waived the $1.00 late fee and $3.00 due diligence late payment call fee.   We would like the opportunity to walk through the issue Mr. [redacted] is experiencing to trouble shoot with him. Mr. [redacted] is welcome to contact our Customer Service Department at ###-###-####, and ask for [redacted] for assistance. We recommend users turn off their browser’s pop-up blocker as a first measure, but based on the description of Mr. [redacted]’s complaint that the system freezes after payment information is entered it is unclear what issue he may be having.   If Mr. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at [redacted]