American Sprinkler Systems, Inc.

Heartland ECSI is the third party billing servicer for student loans on behalf of The [redacted]). We have reviewed Mr. [redacted]’s account and determined that his account entered into repayment as of June 2016 with his first fixed payment of $40.00 being due on July 1,...

2016. After exiting from the University, Mr. [redacted] completed exit counseling via our online system.  As part of the web exit process, he elected to have his monthly billing statements delivered electronically to [redacted].  Mr. [redacted] also confirmed that his mailing address of [redacted] was correct. On June 10, 2016, Mr. [redacted]’s first monthly billing statement was generated. On August 30, 2016, Mr. [redacted] contacted our customer service team to inquire about a 45-day past due notice he received in the mail. During this call Mr. [redacted] inquired about available repayment entitlements.  The customer service advocate delivered the appropriate forbearance forms to him via email per his request. During the call, his email address we were notified that his email address needed to be updated [redacted].  The customer service advocate updated the email address at that time. On September 19, 2016, Heartland ECSI received forbearance entitlement forms which were reviewed and forwarded to the University for final approval. On September 27, 2016, the University approved the forbearance paperwork.  On October 3, 2016, the requested deferment of payments was applied to Mr. [redacted]’s account.  The deferment period for his account is from July 2016 to January 2017.  Based on the approval of the forbearance, Mr. [redacted]’s account was updated and reported to the credit reporting agencies as current and in good standing in the October month end data transfer to the appropriate credit bureaus. Information reported to the credit agencies may take 30-60 days to update. On October 4, 2016, Mr. [redacted] updated his address via our online student to [redacted]. According to the Perkins promissory note executed by Mr. [redacted], it is the obligation of the borrower to ensure that their contact information on file with the loan servicer is current. Our records show the following contact information:  - Mailing Address:  [redacted]- Primary Phone:  ###-###-####- Email:  [redacted] Should any contact information change in the future, please reach out to Heartland ECSI to provide any necessary updates. As a third party billing servicer, Heartland ECSI, is required to maintain the integrity of the credit information provided to the credit bureaus.  The Fair Credit Reporting Act requires furnishers of credit information to provide accurate information to the reporting agencies.  Our records reflect the activity on your loan was reported accurately to the credit bureaus as of the time it was sent. Any adjustments made to your credit report that is not warranted would compromise the integrity of the data.  We have verified that no error in reporting occurred; however, approval of forbearance on an account warrants adjustment. 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 ###-###-####.

Please note that Heartland ECSI is the loan servicer on behalf of the school. Heartland ECSI does not retain any of the principal, interest, or other loanrelated fees such as late fees.  The payment processing fees are notmandatory fees to make a payment on your loan and are not part of...

the terms andconditions of your loan agreement, therefore, they would not be identified inthe promissory note or other disclosure-type documents.Heartland ECSI manages your student loan account and processes payments on behalf of theschool.  As an optional service, Heartland ECSI provides to the school theability for their students and borrowers to make online payments, which is manytimes a more convenient method.  The payment processing fee is a compilationof multiple fees that are charged when making an online payment, such asInterchange and Basis Points (charged by your card provider), gateway fees(charged by the payment intermediary), and system maintenance fees (to maintainthe link between your account, the payment gateway, and the paymentprocessor).  When making a payment online, payment processing fees may bebased on a flat rate or a percentage of the amount being paid. You are not required to make your payment online and there are alternativeoptions.  To avoid paying the payment processing fee, you can mail a checkor money order to Heartland ECSI.  You may also sign up for recurring ACHpayments which are drawn from your checking or savings account on a regularbasis.  You can do this by logging into www.heartlandecsi.net.

I'm disappointed that Heartland ECSI continues to assert that it called me on 9/13/17.  That representation is false.  It is also defamatory and disparaging, as Heartland ECSI made that false statement to attempt to create a record that suggests that I was not diligent in monitoring my account or communicating with Heartland ECSI about its failure to properly process my final payment. Since Heartland ECSI continues to falsely assert that it called me on 9/13/17, I would like Heartland ECSI to provide me with a phone record demonstrating that they called me on 9/13/17, and an audio file of the voicemail they allegedly left me on 9/13/17 (which I dispute).  If Heartland ECSI cannot produce that information to me within 7 days of today (by 10/4/17), then they need to provide me with a retraction and an apology for publishing their false, defamatory, and disparaging statements to Revdex.com.  If they fail to do any of the foregoing by 10/4/17, copies of this e-mail chain will be sent to the US Department of Education, Illinois Attorney General's Office, and my law school.  I will also be forced to consider my litigation options against ECSI.Additionally, when I spoke to Heartland ECSI's rep on 9/21, he advised that he had mailed my paid in full letter that day, and that I would receive it by 9/26.  It is now 9/27, and I have not received the paid in full letter.  Heartland ECSI's representations continue to be false and fraudulent.  Please provide me with a paid in full later no letter than 5:00 Central Daylight Time (CDT) on Friday, September 29, 2017.  If they fail to do so, I will be forced to retain counsel and file an action for declaratory judgment and breach of the master promissory note. Finally, I checked my credit scores today to determine whether Heartland ECSI made any negative reports to the credit bureau's for their fraudulent failure to process my final payment.  Heartland ECSI has not reported my loan status to the credit bureaus since July 2017.  Heartland ECSI's reports to the credit bureaus state that there is still approximately $1,050 due and owing on my loan.  This statement is false, inaccurate, and defamatory. I hereby demand that within 7 days of this e-mail (by the 5:00 CDT October 4, 2017), Heartland ECSI submit an accurate update to the credit bureaus stating that my loan is paid in full and closed and provide me with proof of the same.  Failure to comply with this request will again force me to retain counsel and consider filing an action for defamation and violations of the Fair Credit Reporting Act. Thank you for your continued assistance in this matter.  I hope that Heartland ECSI will soon start behaving like a responsible corporate citizen, and will follow the law, so that we both can focus on other more pressing matters. it suggests that I was not diligent in monitoring my account or dealing with this information.
Regards,
[redacted]

Heartland ECSI apologizes for any undue stress this incidence has caused. There was an error that triggered a percentage of students with [redacted] College to receive standard COHORT letters. Please rest assured these had no effect on your account. During this time your account was current and in good...

standing; no negative credit reporting has occurred. This system error was identified and corrected on 9/28/2015. On 09/30/2015 we notified the account holder by phone that the account is now current. Documentation regarding this error has been sent to all parties that were affected.

The [redacted] is currently transferring to a new servicing system under Heartland ECSI.  During this transitional period, a loan is unavailable to access. To ensure that you are in no way penalized for the servicing transition a 90 day grace period is instituted once the conversion...

is completed. During this time no late fees are assessed and credit bureau reporting is placed on hold. Anytime a representative is not able to de-escalate a student or borrower’s issue our policy is to fulfil all requests to speak with a member of management immediately. We have reviewed your call with our representative from May 4th. At the beginning of the call you requested information regarding automatic reoccurring payments setup with the previous servicer. Our representative advised that we do not have access to [redacted]’s accounts until the conversion is complete and being that automatic reoccurring payments do not transfer to our system you would need to contact the previous servicing department for assistance. When a supervisor was requested our representative stated, a supervisor would not have additional information regarding this type of issue. She let you know about the accounts 90 day grace period then reiterated that we will not have access to your account until conversion is complete. You thanked our associate and ended the call. We understand how stressful managing multiple student loans can be for students and borrowers; it is our goal to make transitions such as these as seamless as possible. Tony G[redacted], a supervisor in our customer service department attempted to contact you by phone and left a message with his contact information. If you need any other assistance you may contact him directly at ###-###-####.

Ms. [redacted]’s loan is held by [redacted]. In the end of October Heartland ECSI took over servicing these accounts from Campus Partners. Occasionally when loans transfer from one servicer to another we experience onboarding issues that we work to prevent and quickly resolve. Because...

of this we do not assess late fees or credit reporting for the first 3 months. For Ms. [redacted]'s account fee's and credit reporting would not start until 02/01/2016. We apologize our offsite meeting inconvenienced Ms. [redacted].  This is our only annual company meeting and shut down our call center for a portion of the day to ensure all of our employees attend. A supervisor from our call center contacted Ms. [redacted] on 12/14/2015. For the inconvenience we waived the payment processing fee and Ms. [redacted] paid her account off in full.

December 13, 2017   ID: [redacted]   [redacted]     To Whom This May Concern:   Heartland ECSI is the third party billing servicer for student loans on behalf of University of Detroit,...

Mercy.   Heartland ECSI apologizes for the difficulty Mr. [redacted] has experienced with processing of his cancellation paperwork.   We have reviewed Mr. [redacted]’s account, and the cancellation paperwork received November 13, November 15 and November 22, 2017 lacked the required information to verify employment status. The documentation received does not include sufficient information from the employer that the status of employment is ‘full time’ as required. Once Heartland ECSI receives an updated employment verification that states Mr. [redacted] is employed full-time on official letterhead the paperwork can be approved.   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].

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

January 18, 2018 ID: [redacted] To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Case Western Reserve...

University. We have reviewed Ms. [redacted]’s account and determined that she has two loans in repayment with monthly installments: a University General Loan and a Federal Perkins Loan. Her account is not presently with collections, and Heartland ECSI has not referred her to any collection agency. Regrettably, income-based repayment does not apply to either loan type Ms. [redacted] has with the University. The interest rates on each of these loans are a fixed 5% interest. Heartland ECSI attempted to contact Ms. [redacted] on January 11, 2018 and January 17, 2018, to discuss her account. On both occasions, a message was left for Ms. [redacted] to contact us at her earliest opportunity. Heartland ECSI can discuss repayment, deferment, and forbearance options available. Ms. [redacted]’s Federal Perkins loan also qualifies for a 9-month rehabilitation option.  In the CHANGE OF STATUS section of the Federal Promissory Note, it is stated that it is the borrower’s responsibility to inform the school of any changes in name, address, telephone number or driver’s license.  Review of Ms. [redacted]’s account and history reflects there are no requests were received to amend the address or phone number on file. We also reviewed incoming calls within the last 60 days from Ms. [redacted], and during the calls, she confirmed the address and phone number on file were correct and made no indication that the information was not accurate or a change was required. On January 13, 2018, Ms. [redacted] updated her address using our self-service website. Heartland ECSI’s website has not been compromised nor has there been a breach of any kind to our website.  Ms. [redacted] has not provided any detail to clarify why she indicated our website is 'hacked.'  By providing more information regarding why this statement was made, we will be able to provide her the assurances that our website has not been compromised in any way. If Ms. [redacted] can provide any additional information on issues with our self-service website, would like to talk with us directly, or has any other questions, she is welcome to contact our Customer Service Department at [redacted].

The University has requested that we deliver Ms. [redacted] a statement of the balance on her Bagby loan on an annual basis which will be delivered with her billing statement on her other loans in repayment. Ms. [redacted] is not being billed on the Bagby loan.Heartland ECSI has continued our efforts to address how Ms. [redacted]'s account appears online, and is testing an option to correct the amount shown online for her next payment due on her loans that are in repayment.We have offered to set up recurring payments for Ms. [redacted] free of charge over the phone, however, she has declined.

Please Note: Heartland ECSI is a third party billing servicer on behalf of [redacted]. As a third party billing servicer we do not have the authority to authorize students or borrowers to make payments directly to their college or university. Requests of this type need to be...

authorized by the debt holder, [redacted]. We apologize for the undue stress Ms. [redacted] has incurred repaying her loan back to [redacted] through Heartland ECSI. It is our goal to make the repayment of student loans as painless as possible. In error, Heartland ECSI delivered a 45 day past due letter instead of a 15 day past due letter.  On March 16, 2016, we notified Ms. [redacted] by mail and email that she received a 45 day past due letter in error and that the letter received should have been a 15 day past due letter. On March 18th Ms. [redacted] contacted Matthew supervisor within our customer service department. Matthew explained the 45 day past due letter was incorrect. Ms. [redacted] informed him that she mailed a payment that has not reflected on her account. Matthew removed the late fee assessed to Ms. [redacted]’s account and let her know we were experiencing a few issues with mail forwarding from our previous address and that we process all payments received within 24 hours. Matthew advised Ms. [redacted] to monitor her account for the payment, because receiving her payment is in the hands of the post office due to the forwarding issue. Matthew let her know that there would not be any late fees or derogatory credit reporting on her account due to the mail forwarding issue. On March 21st when Ms. [redacted] made her payment online it applied exclusively towards principal and interest. The late fee that was on her account was removed by Matthew during their conversation on the 18th. We received and processed check #[redacted] on April 27th. On May 2nd we received and processed check #[redacted]. The conversation between [redacted] and Ms. [redacted] on May 5th has been reviewed. [redacted] researched the two payments that are mentioned above and could not find a reason there would be a delay in withdrawing the actual funds from Ms. [redacted]’s checking account. She advised Ms. [redacted] it normally takes 1-5 business days for the funds to be withdrawn once a check payment is processed. Ms. [redacted] requested [redacted] send her confirmation in writing that the payments would be withdrawn from her checking account, because it is at the liberty of Ms. [redacted]’s bank to authorize our request to withdraw the funds we could not fulfil Ms. [redacted]’s request. Leander J[redacted] a supervisor within our customer service department spoke with Ms. [redacted] on March 12th. He apologized and explained the issues she’s encountered did not result in negative credit or fees. Leander advised Ms. [redacted] that we do not have the authority to allow her to make payments directly to [redacted] and that decision would be at [redacted]’s discretion. Ms. [redacted] may contact Tony G[redacted] a head supervisor in our customer service department directly at ###-###-####.

Please note: Heartland ECSI is a third party billing
processor for The [redacted]. We understand how this has been a cumbersome and stressful process for Ms.
[redacted]. Additionally we apologize for the time it has taken to resolve this issue.
Occasionally when a student has two of the...

same loans mailed payments do not
apply correctly; especially if one loan is significantly larger than the other.   Once we are made aware that this type of issue is occurring our representative
is to report it to our banking department. Then we code the account to ensure
future payments are applied correctly. We have corrected this on Ms. [redacted]’s
account. Starting 01/01/2016 mailed payments should split correctly across the
two loans. Heartland ECSI is actively re-educating our representatives on this process.
Again we apologize it wasn’t corrected when it was first reported. We are currently
in the final stages of implementing a new check scanning system. Once in
operation it will alert us to any specific remittance or account anomaly. For
any additional assistance please contact us at ###-###-####.

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

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

This is a copy of the email I sent to lender. I will be filing another complaint today and I expect some kind of action. THE COMPANY NEVER RESPONDED TO ME OR NEVER UPDATED ME ON STATUS OF MY PAPERWORK AND I WAS WAITING FOR THEIR RESPONSE:I made a recent inquiry about my paperwork and received NO RESPONSE.I still am not aware of the status of my loan.Your company LIED and told the Revdex.com that you responded by saying I sent inappropriate paperwork... I received NO SUCH RESPONSE.I also RECEIVED NO PHONE CALLS REGARDING THIS. I had put my current information on the ORIGINAL PAPERWORK I DOWNLOADED FROM YOUR WEBSITE AND MAILED IN, that you claimed you received. I only began receiving notices saying I was 3 months late. I tried to call your customer service line but NO ONE ANSWERED and I tried the callback feature but NO ONE RETURNED MY CALL EVER.I am reopening this case with Revdex.com and with the CFPB and I expect results or I will take legal measures.I sent the paperwork to you AGAIN along with the raised seal from [redacted] CONSOLIDATED SCHOOLS, Title 1 school which I have been employed with from LAST AUGUST.Sincerely,[redacted]

Heartland ECSI (formerly Campus Partners) is the third party loan billing servicer for the [redacted] – [redacted].  By acquisition, Heartland ECSI assumed the third party servicing contractual obligations of Campus Partners. Customers should receive notice from Campus...

Partners of the pending servicing transfer, however, to accommodate customers Heartland ECSI implements a temporary 90 day stop on all fees and credit reporting as part of the service transfer process. We apologize for any difficulty experienced by Ms. [redacted] during the servicing transfer from Campus Partners to Heartland ECSI.   Heartland ECSI welcomes Ms. [redacted] to create an account on our website https://heartland.ecsi.net, and an email has been initiated by Heartland ECSI to Ms. [redacted] with instructions on how to create the account. It is our hope that she finds Heartland ECSI’s website informative and user friendly. In the event customers experience an issue making a payment on our website it is our policy is to waive the processing fee when notified of the error over the phone.   If Ms. [redacted] would like to talk with us directly, she may contact Tony G[redacted], Supervisor of Customer Service, directly at ###-###-#### or contact our general customer service team at ###-###-####.

November 30, 2017   Case: [redacted]   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]     To Whom This May Concern:   ECSI Federal Perkin’s Loan Servicer (ECSI) is the billing servicer for student loans on...

behalf of the U.S. Department of Education.   We have reviewed Mr. [redacted]’ account, and his account was posted with a student deferment January 2016 to July 2016. Due to a date conflict with the Student Loan Clearinghouse additional deferments were not posted to the account.   ECSI has adjusted Mr. [redacted]’ account and credit history from the time ECSI started servicing the account. Mr. [redacted]’ account is being reported to the credit reporting agencies as current and in good standing. Information reported to the credit agencies may take 60 days to update to reflect updated information.   We attempted to contact Mr. [redacted] on November 28, 2017 to discuss the adjustment to his account; however, he was not available. 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].     Sincerely, Jocelyn S[redacted] Quality Management ECSI Federal Perkin’s Loan Servicer

February 13, 2018 ID: [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 Medical College of...

Wisconsin.                                   ...⇄ We apologize for the wait time Mr. [redacted] experienced while attempting to contact our office on January 6, 2018. Our call system does allow a caller to provide their call back number which saves their place in the call queue; however, we have no record in our call system that Mr. [redacted] used the call back feature on January 6, 2018.   We have two methods to contact our Customer Service Team which includes: (1) Live Chat, which is available Monday to Friday, 7:30 AM to 9:00 PM EST and Saturday, 8:30 AM to 5:00 PM EST and (2) toll-free phone which is available Monday to Friday, 7:30 AM to 9:00 PM EST.  Additionally, borrowers are able to access their account online 24/7 at heartland.ecsi.net. 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].

February 12, 2018   ID: [redacted]   [redacted]   To Whom This May Concern:   Heartland ECSI is the third party billing servicer for student loans on behalf of Robert Morris University Illinois.   We have reviewed Ms. [redacted]’s account, and determined that Ms. [redacted]’s payment for her November 1, 2017 installment was rejected from her banking institution as unable to locate account. On November 10, 2017 an email was delivered from [redacted] to the address provided of [redacted] with a subject line of ‘Your payment has been rejected’. This email outlined that the payment made under confirmation [redacted] had been rejected from the financial institution. The rejection code provided was ‘No Account/Unable to Locate Account’.   We have reviewed Ms. [redacted]’s account, and determined that our records reflect the activity on Ms. [redacted]’s loan was reported accurately to the credit bureaus based on the payment history. A payment was not received for the December 1, 2017 installment until January 3, 2018. The payment received January 3, 2018 was an amount to cover the installments due November 1, 2017, December 1, 2018, and January 1, 2018.   On January 26, 2018 and January 29, 2018 Heartland ECSI contacted Ms. [redacted] to discuss her payment history, and recent credit reporting. In those conversations Ms. [redacted] indicated that she would pursue legal action should her credit history not be altered. Heartland ECSI is not permitted to misrepresent the information as the Fair Credit Reporting Act requires furnishers of information provide accurate information to the reporting agencies.   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].

October 27, 2017   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 Arkansas at...

Fayetteville.   We apologize for the wait time Ms. [redacted] experienced while attempting to contact our office.   We have reviewed Ms. [redacted]’s account and identified that she has a Federal Perkins Loan with a fixed monthly installment of $127.28 due on the 1st day of each month. Ms. [redacted] has recurring payments set up to draw $127.28 on the 1st business day of each month matching her monthly fixed installments.   On October 23, 2017, Heartland ECSI contacted Ms. [redacted] to review how payments are being applied to her account. The Federal Perkins Loan Master Promissory Note states: ‘Interest on this loan shall accrue from the beginning of the repayment period.’ Ms. [redacted]’s repayment period begins on the first of each month; however, Heartland ECSI calculates interest on the 10th or nearest following business day of each month after confirming all payments due have applied to the account. 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.   The payment that was received on October 12, 2017 in the amount of $2,000.00 was received through Ms. [redacted]’s banking institution’s bill pay system and did not include any instructions. Since a payment was received after the interest was calculated on the account and during the repayment period, the payment was posted as indicated above per Federal Perkins regulations.   On October 26, 2017, Heartland ECSI received two additional payments in the amounts of $1,000.00 and $1,667.02 which were both applied directly to the principal balance thus reducing the balance to $4,999.99 since the interest was paid through the prior payment. When Ms. [redacted]’s recurring payment of $127.28 is processed on November 1, 2017 it will also be applied directly to the principal.   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].