American Sprinkler Systems, Inc.

Heartland ECSI was able to connect with Ms. [redacted] the evening of December 21, 2017. Ms. [redacted] was able to identify that her  banking institution was rejecting the payment as Ms. [redacted] had not authorized the electronic payment directly with their office due to recent fraud.Ms. [redacted] agreed to mail a payment to bring her account current, and was advised the next $40 installment will be due on January 10, 2017. The bill for the January 10th installment will be generated within the day, so a one month stop on late fees was placed on Ms. [redacted]’s account as a one-time courtesy.

Heartland ECSI is the third-party loan servicer on behalf of [redacted] University.  As part of the services provided to [redacted], Heartland ECSI issues 1098 forms to students and/or borrowers that have loans through the University.  Heartland ECSI does offer a web service for...

students and/or borrowers to view the status of their tax document and/or retrieve their document if they consented to an electronic form.   When the student/borrower accesses their loan account, they are provided with a link to view their Tax Information.  While the alert box does state that all tax documents will be available and mailed by January 31st, it also provide a link to pull their tax document information from the system.  If a tax document cannot be located, they are asked to review the Student Loan Tax Incentives link  (https://cgi.ecsi.net/taxinfo.html).  This page provides a resource link to https://www.irs.gov/taxtopics/tc456.html wherein it is stated that “If you paid $600 or more of interest on a qualified student loan during the year, you will receive a Form 10980E, Student Loan Interest Statement, from the entity to which you paid the student loan interest”.  After review of Ms. [redacted]’s loan account, it was verified that she did not pay more than $600 in interest.   Therefore, a 1098-E tax form was not generated and/or mailed.   Ms. [redacted] did call our customer service center and we informed her of the above information.  Additionally, we provided her with the amount of interest that was paid so that she could complete her tax filing and advised that the interest paid in 2015 is noted on the bottom portion of the billing statement.

March 20, 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 Loma Linda University.   We have...

received Mr. [redacted]’s account and determined that the University’s student loan servicing was transferred from ACS to Heartland ECSI in December 2017.  At the time the loan is transferred from the previous student loan servicer (ACS) to Heartland ECSI, we delivered a Welcome Letter that contains all pertinent transfer information such as contact, website, billing date, and recurring payments.  Also, we provide a 60-day grace period from the date of the transfer which is outlined in the Welcome Letter.  This means that during the 60-day period after the loan was transferred, no late fees are applied, and credit reporting is held. In Mr. [redacted]’s case, the credit reporting would begin March 2018.   On March 13, 2018, Mr. [redacted] talked with a customer service advocate.  Our advocate was able to assist him with the use of the website, including disabling his pop-up blocker which is required to view online billing statements.  Mr. [redacted] set up recurring payments on January 4, 2018, and the statements generated January 22, 2018, and February 21, 2018, indicated that the recurring payment was not sufficient to cover the monthly installments. The additional amount of $65.60 is equal to the amount that was not covered by the recurring payments of $40.00 for the February and March installments, and the amount of $105.60 would be the total amount due for his March installment should Mr. [redacted] which to cancel his $40.00 recurring payment. Our customer service advocate also explained that the credit reporting would not be starting until the end of March, and his account would not be reported late. Our customer service advocate confirmed Mr. [redacted] had set up a payment to bring his account current, and Mr. [redacted] would need to set up new recurring payments for an amount equal to or greater than his installment amount due for future payments. The statement for Mr. [redacted]’s April 10, 2018, installment would be generated on/about March 20, 2018, which would show his account is current and in good standing.   On March 15, 2018, and March 16, 2018, Heartland ECSI attempted to contact Mr. [redacted] to inquire if he needed additional assistance. Each time a message was left for her to contact our office. If he 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 is a third party loan billing servicer on behalf of [redacted]Our site advises all users to ensure their browser is up to date. When customer service is alerted to parts of the site not functioning properly they request the user to update their browser...

or attempt to replicate the issue on another up-to-date browser. This effectively resolves the majority of issues people experience. Once this has been a completed and we find it hasn’t resolved their problem our representatives will research the issue further. When warranted they will escalate it to the proper department and ensure a timely resolution. Heartland ECSI takes all forms of complaints seriously. When a student or borrower wishes to make a formal complaint representatives will act as a customer advocate sending complaints to their Supervisor, they are also instructed to give the business mailing address and telephone number of their Supervisor. Complaints may also be mailed to the address below. Customer Service Heartland ECSI [redacted]
[redacted]We would like Ms. [redacted] to contact Tony G[redacted], Supervisor of customer service directly at [redacted] or [redacted] if she is still experiencing issues making online payments. We have received documentation requesting deferment from Ms. [redacted] and posted it to both of her accounts on May 27th. No payments will be due until June 1st 2017.

Heartland ECSI is a third party loan billing servicer on behalf of The [redacted]. After a review of Mr. [redacted]’s account we have found the following: On July 1st 2013 he setup monthly reoccurring payments to be withdrawn from his checking account for $93.34. He set the payments to...

stop drafting after the June 2014 payment was withdrawn. The combined fixed monthly payment for both of his loans is $131.67. We verified the statements sent to him listed the correct fixed payment amount. After August of 2013 monthly phone calls and letters were sent to Mr .[redacted] notifying him of the incorrect payment amount. The University and Heartland ECSI received a letter in January of 2014 disputing the account’s delinquency status. A letter and email was sent back explaining that his AutoDraft was lower than the minimum fixed payment amount. On November 11th 2014 the University mailed a letter advising his account would be placed with a collection agency because his AutoDraft stopped after June 2014. On February 12th 2015 his account was placed with a collection agency. While under the collection agency Mr. [redacted]’s account would have been subject to collection fees.  In March of 2016 Mr. [redacted]’s University removed his account from collections, removing the collection fees. At the end of May they mailed another letter advising his account would be turned over to collections. On July 6th 2016 a payment was received paying the account off in full. As a third party servicer, Heartland ECSI is required to maintain the integrity of credit information provided to the three major credit bureaus.  The Fair Credit Reporting Act requires furnishers of information to provide accurate information to the reporting agencies. If Mr. [redacted] has any other questions he may contact our loan servicing department at ###-###-####

To Whom This May Concern:   Heartland ECSI is the third party billing servicer on behalf of [redacted]   We have reviewed Mr. [redacted]’s account and balance history which reflected a balance of $25.05 at the start of the review. This balance was due to a...

shortage of the payoff received June 9, 2016.   On June 13, 2016 Mr. [redacted] called in to Heartland ECSI’s call center to confirm his payoff was received and his balance. Our representative explained there was a small balance due to past due interest accrued at the time the payoff was received, and how a payment could be made. Our representative provided our website to Mr. [redacted], and also emailed credentials to him. Mr. [redacted] asked about getting a clearance letter, and he was informed that after he paid the remaining balance the school would send to him. During the time after this call no additional payments have been received. This shortage has continued to increase over the past 6 months with fees and interest.   On November 29, 2016 after receiving Mr. [redacted]’s complaint and reviewing his account history Heartland ECSI reached out to [redacted] University confirmed that the account was not in a paid in full status and there was still a balance. During that communication the representative from [redacted] University agreed to waive the past due interest, accrued fees, and the remaining principal balance back to the original date of the payoff received June 9, 2016.   On November 30, 2016 the adjustments to Mr. [redacted]’s account were completed which included updating the credit reporting to show the account as paid in full back to June 2016. Updated information that has been reported to the credit agencies may take 30-60 days to update.   On November 30, 2016 an attempt was made by Heartland ECSI representatives to contact Mr. [redacted] to discuss the outcome of our research and inquiry with [redacted] At this time a message was left for Mr. [redacted].   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].

January 31, 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 Virginia.  ...

We have reviewed all documentation received related to Ms. [redacted]’s request for cancellation throughout the process, and Heartland ECSI has successfully gathered documents for complete cancellation request. A cancellation was applied to Ms. [redacted]’s account on January 26, 2018 that has cancelled the remaining balance.   We do apologize that Ms. [redacted] feels we did not follow the instructions she provided on calls, but we cannot provide her copies of any call as she has requested. Ms. [redacted]’s account was not assessed any late fee, nor was any negative credit history generated. Heartland ECSI records incoming calls for quality and training purposes, and has reviewed recordings of calls related to Ms. [redacted]’s account. We found that the actions taken are in line with the direction provided by Ms. [redacted].   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].

Heartland ECSI is the third party billing servicer for student accounts on behalf of [redacted] We have reviewed Mr. [redacted]’s [redacted] account which was sent to Heartland ECSI for billing services in March 2015 with fixed payments due the 1st of each month in the...

amount of $50.00. Each payment is due prior to the 10th of each month.  If it is not received by the 10th of the month it is considered to be a late. Mr. [redacted]’s account is on a payment plan which means that each payment not received on or before the 10th of each month counts as a month behind regardless of extra payments.  Mr. [redacted] inquired as to the reasoning his bill indicates that he presently shows as 135 days past due. According to our records Mr. [redacted]’s monthly payment was received after the 10th of the month five (5) times: (1) September 11, 2015, (2) January 11, 2016, (3) April 14, 2016, (4) July 11, 2016, and (5) August 12, 2016. Since these payments were received after the 10th of the month, the aging on the account increased by 30 days each time after his initial late payment.  Please note that the account type is not reported to any credit bureaus. On each of the dates listed above where the payment was received after the 10th of the month Mr. [redacted]’s account was charged a late fee of $25.00 (set by the University) which was contained in the promissory note signed by Mr. [redacted].  These five (5) late fees total $125.00. After speaking with Mr. [redacted] on November 18, 2016, Heartland ECSI reached out to [redacted] University to re-evaluate Mr. [redacted]’s account and the late fees charged. [redacted] University agreed to waive the late fees for three (3) of the late payments as these payments were received on the 11th of the month.  The $75.00 adjustment has been applied to Mr. [redacted]’s account. The promissory note signed by Mr. [redacted] also contained language that he agreed to pay a monthly statement fee for each month in addition to his principal balance until the payment plan has been satisfied. The monthly statement fee on Mr. [redacted]’s account is $1.29 each month. Heartland ECSI has generated 20 bills for Mr. [redacted]’s payment plan account which is $25.80. On November 29, 2016 a customer service advocate attempted to contact Mr. [redacted] to discuss the results of our research and [redacted] University’s agreement to waive some of his late fees. The original amount of the Mr. [redacted]’s payment plan account was $1,139.00. The payments received to date have covered the remaining $50.00 in late fees, and $24.51 in monthly statement fees. Mr. [redacted]’s final payment of $50.80 will pay his account in full by applying $49.51 to principal and $1.29 for the final monthly statement fee. If you have any additional questions or concerns please feel free to contact our Customer Service Department at ###-###-####.

Please note: Heartland ECSI is a third party loan billing servicer on behalf of [redacted] University. Our records indicate Ms. [redacted] logged into her online account on April 14th and successfully made a one time electronic payment using her checking account. We offer reoccurring credit or...

debit card payments to be withdrawn for a set number of months decided by the user. You may set this up to cancel after withdrawing one payment. When making a onetime payment we encourage users to select our instant credit or debit card payment option. When Ms. [redacted] emailed us indicating she made a onetime payment and requested we cancel her reoccurring payments we believed she used our instant credit/debit card payment option. Heartland ECSI cannot accept confirmation to withdraw a payment over email once a payment has been canceled. We have attempted to contact the number listed on her account twice and left a voice message to contact us. More information is needed to resolve the issues Ms. [redacted] is experiencing when attempting to contact live chat and make online payments. We appreciate the valuable feedback regarding out website’s “contact us” page and apologize for the confusion. We will be updating the site shortly to state customer service is available Monday through Friday. Our FAQ page can be located at http://www.ecsi.net/help/faq_index.html#01 .This link appears at the bottom of our homepage. Instructions regarding where and how to mail payments are located here along with other payment options we offer. The fee showing on Ms. [redacted]’s account is a $1.25 “letter fee”. [redacted] sets the amount for these types of fees; all monies paid toward interest, principal, and collection fees are transferred in their entirety to the University. Being that no payment was made for March, on April 13th a letter was mailed advising the account is 30 days past due. When these letters need to be created a “letter fee” is automatically added to the account. As a curtesy to Ms. [redacted] we have removed this fee. A payment was received on April 14th satisfying March hand April’s billing periods. We understand managing multiple student loans can be stressful. It is our goal to make the student loan repayment process as easy as possible. Ms. [redacted] may contact Tony G[redacted] Supervisor of customer service directly by email or phone at [redacted] or ###-###-####.

Please note: Heartland ECSI is third party loan servicer on behalf of [redacted]. On January 7th Ms. [redacted]’s called to let us know her payments weren’t applying in the way she intended them too. We advised Ms. [redacted]’s we would need 24hours to research the issue and contact...

the creditor ([redacted]). On January 8th we reversed the negative credit reporting to reflect “current and in good standing.” We contacted Ms. [redacted] on January 8th and informed her of the change. When this happens our normal procedure is to adjust the account so our system applies future payments correctly, however Ms. [redacted] paid her account off in full on January 15th. We do not have a record of Ms. [redacted] contacting us before January 7th. If she has any other questions regarding the above information, she should contact Tony Gump, Supervisor in our Customer Service Department, at ###-###-####, Ext. [redacted].

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

[redacted].                                  �...⇄ We have reviewed Mr. [redacted]’s account and have determined that the account entered into repayment status in February of 2016. The bill generated and sent to Mr. [redacted] for his 6/1/2016 payment was for the fixed payment amount of $127.28. Heartland ECSI agrees that regular payments were received in excess of the amount due. The payment received by Heartland ECSI in the amount of $130.00 was process on June 6, 2016.  This payment was rejected by his bank on June 8, 2016 with the reason stated as Insufficient Funds. Heartland ECSI only attempted to withdraw the $130.00 payment one time which was on June 6, 2016. The notice Mr. [redacted] received on June 8, 2016 was the Non-Sufficient Funds notice indicating the payment he attempted to make was denied by his bank and he would need to make a replacement payment. Due to the payment rejection by his bank on June 8, 2016, the account was assessed a $99.99 Non-Sufficient Funds (NSF) fee. This fee is set by [redacted]. Heartland ECSI is the third party billing servicer on behalf of the University, and can only waive fees that are permitted or authorized. As such the University must authorize us to remove or adjust fees. In further review of the account, Mr. [redacted] called our office on June 13, 2016 to discuss the NSF fee charged to the account and asked to have the fee waived.  Our Customer Service Representative directed Mr. [redacted] to contact the University to discuss waiving the fee. In an effort to assist Mr. [redacted], we contacted the University on August 8, 2016 to inquire if the University did waive the fee and did not notify Heartland ECSI.  The University indicated they have no records indicating that he has inquired with them to waive the fee, and they further stated they are not willing to remove any portion of the fee. At the time of Mr. [redacted]’s payment of $260.00 processed on June 28, 2016 his July 2016 bill had already been generated and sent. That total charges on the bill were $380.00 which included the $99.99 NSF charge, a late fee of $25.45, and two (2) fixed monthly payments both in the amount of $127.28.  Based on his payment of $260.00, a balanced of $120.00 remained past due.   The August 2016 bill generated showing a payment due date of August 1, 2016 in the amount of $277.73. This amount accounts for the fixed payment due for August of $127.28, the outstanding fee balance of $122.50, a late payment fee of $25.45, and a late letter fee of $2.50.  In regards to the call on July 29, 2016, at the time of Mr. [redacted]’s call we were completing our regular system calculations for [redacted] which is why we were unable to access the account to explain the details. The supervisor was to call him back after 4:00 PM on August 1, 2016 due to Mr. [redacted]’s work schedule; however, he contacted our office prior to receiving a call back. We apologize for the wait time experienced on August 1, 2016. During the call on August 1, 2016, our customer service representative explained the fees and charges on the current bill as well as the timing of when Mr. [redacted] mails payments to avoid additional fees and charges. On August 2, 2016, Heartland ECSI received a payment of $285.23 which included the $277.73 payment due from the August bill as well as additional charges that had been assessed on the account for an additional late letter fee of $2.50 and late phone call charge of $5.00. At the present time, Mr. [redacted]’s account does not have any past due payments or fees, and the bill that he will receive for his September 1, 2016 payment will be his fixed monthly payment amount of $127.28. If Mr. [redacted]’s would like to talk with us directly, or has any other questions, he is welcome to contact our customer service team at ###-###-#### during our business hours of 7:30AM and 8:00PM EST. Monday through Friday.   Sincerely,Scott K[redacted]Quality Assurance Manager Heartland ECSI

Heartland ECSI is the third party billing servicer for student loans on behalf of the [redacted]   We have reviewed Mr. [redacted] account, and identified that he has a Perkin’s loan with the University.   On January 3, 2017 Mr. [redacted] submitted a Teacher Loan Forgiveness...

Forbearance Request paperwork specific to the Direct Loan and FFEL loan program. The request was denied as the paperwork submitted was not for the Perkins loan program, and Mr. [redacted] was notified that his request was denied for ineligibility based on the forms provided.   On April 10, 2017 Heartland ECSI representatives attempted to contact Mr. [redacted] using the phone number on file of ###-###-####. Several attempts were made to advise and provide the proper paperwork necessary. Regrettably the number used had a constant busy signal during our attempts. On April 10, 2017 Heartland ECSI representatives also attempted to reach Mr. [redacted] using the email address on file of [email protected]. The email contained instructions with the proper paperwork attached.   On April 17, 2017 Heartland ECSI representatives attempted to send communication to Mr. [redacted] using the mailing address on file of [redacted] All contact information was verified from the paperwork Mr. [redacted] submitted January 3, 2017.   Additional contact was attempted on April 19, 2017 utilizing Mr. [redacted] alterative email and phone number of [redacted] and ###-###-#### to provide Mr. [redacted] with the correct paperwork and on April 20, 2017 Heartland ECSI received communication back from Mr. [redacted] confirming receipt of our communication.   Within Mr. [redacted] response confirming his receipt he questioned the amount of cancellation at only 15% for his year of service. Within Heartland ECSI’s response the same day he was informed the cancellation rate is 100%, but extends over a 5 year period: First and second years: 15% of the original principal loan amount, plus the interest that accrued during the year. Third and fourth years: 20% of the original principal loan amount, plus the interest that accrued during the year. Fifth year: 30% of the original principal loan amount, plus any interest that accrued during the year. Mr. [redacted] was also provided the Perkin’s loan definition of a year of service:A “year of service” consists of 12 consecutive months of service, except for teaching service, where the borrower must teach full-time for a full academic year or its equivalent. For cancellation rates for early childhood education and volunteer service, please see the corresponding sections in this chapter. Heartland ECSI utilizes various means to updated mailing and phone numbers, however, it is the obligation of the borrower to ensure that their contact information on file with the loan servicer is up to date. This is outlined within the Perkins promissory note that was executed by Mr. [redacted]. We ask that Mr. [redacted] contact our office to confirm his information is up to date to avoid any additional delays.  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 on behalf of [redacted] University.   We have reviewed Dr. [redacted]’s account and have determined that her Perkins Loan entered in to repayment status in June 2016 with the first fixed payment of $40.00 due July 1, 2016.   On June 10, 2016 the...

first bill for Dr. [redacted]’s repayment was generated, and sent to the address on file. The address on file at the time was shown as 7630 Heritage Drive Apt 7, Lansing MI 48917. The address was updated after receiving returned mail from the USPS on July 25, 2016.   On August 9, 2016 Dr. [redacted]’s account was included as part of our due diligence calls on loans that have reach 60 days past due. The phone number we used in these attempts was ###-###-####. After receiving a chat request from Dr. [redacted] through our website on August 19, 2016 we were able to update her phone number.   During Dr. [redacted]’s chat on August 19, 2016 our representative set up a one-time payment of $128.25, but failed to set up recurring payments. Since this led to Dr. [redacted]’s account being reported as late we have updated Dr. [redacted]’s account, and it is now being reported to the credit reporting agencies as current and in good standing. Information reported to the credit agencies may take 30-60 days to update.   According to the Perkins promissory note executed by Dr. [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 is [redacted]; Primary Phone is ###-###-####, and Email is [redacted]. Should any contact information change in the future, please reach out to Heartland ECSI to provide any necessary updates.   If Dr. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####.       Sincerely, Quality Assurance Manager Heartland ECSI

Heartland ECSI is the third-party student loan billing servicer on behalf of [redacted] College. As the third-party servicer, Heartland ECSI provides management services for the accounts only. Late, NSF and phone fees are determined by the University and any monies collected are transferred in their...

entirety to the University. According to our system Ms. [redacted] did not opt out of paper billing statements, we verified a statement was mailed to the address listed on her account on 1/11/2016 stating $40 would be due on February 1st 2016. A $3 late fee was assessed on 2/11/2016 due to non-payment. Being that no payment was made by 02/25/2016 a call was made to Ms. [redacted] and a letter was sent warning the account was approaching 30 days past due. This is an optional service Heartland ECSI provides to [redacted] College, a $5 fee is applied to the account for each collection letter and call made to a student or borrower. No fees are applied for calls into Heartland ECSI. Fees of this nature are agreed upon signing the Federal Perkins Loan master promissory note. The confirmation email Ms. [redacted] received on April 20th is sent assuming the account information entered is correct and funds are available for the payment to be withdrawn. This is why Ms. [redacted]’s online account showed a $0 balance. When we received notice on April 26th that her bank could not locate an active account with the account number provided the amount of the rejected payment was placed back onto the loan. We apologize the rejected payment email did not accurately explain that the account number was incorrect. NSF is often used to interchangeably to explain any type of rejected payment. We are continuingly updating our correspondence to make it more clear and effective, this feedback will be useful. As stated above, Heartland ECSI does not set the amount or retain the funds paid to cover collections fees. They are transferred in their entirety to [redacted] College.  Ms. [redacted] may contact Tony G[redacted], a supervisor in our customer service department directly by calling [redacted]

Heartland ECSI is the third-party refund disbursement provider on behalf of [redacted]. We apologize for the difficulty you experienced with receipt of your refund. We have reviewed Ms. [redacted] refund account and determined that at the time of...

processing her initial refund on October 27, 2016, the address provided by the school and used in the issuance of the refund was [redacted]. On November 16, 2016 the refund was returned by USPS due to a bad address. The check was then voided and, per the College’s request, the monies for the refund were returned to the College on November 22, 2016. On November 29, 2016, Heartland ECSI’s supervisor received an escalated call to research this refund for Ms. [redacted]. On November 30, 2016, he contacted [redacted] to obtain an updated status of refund reissue.  At that time, he contacted Ms. [redacted] to update her on the steps that we took to resolve and the next steps that we would take her behalf to gain the proper authorization needed to reissue her refund. On December 1, 2016, Heartland ECSI’s supervisor requested expedited review of Ms. [redacted] refund through [redacted]’s contact.  Heartland ECSI’s supervisor received a confirmation that although the expected turnaround could be up to two weeks, the school would send a special file to expedite Ms. [redacted] refund for 1-2 day turnaround. On December 2, 2016 Heartland ECSI’s supervisor reviewed the students refund account and did not see funds or authorization for processing.  He again contacted the College for an update. On December 5, 2016 Heartland ECSI’s supervisor confirmed receipt of the new disbursement file from the school and processed the same day. At this time Heartland ECSI’s supervisor made another call to Ms. [redacted] to let her know we received authorization and funds for a reissue. He also let Ms. [redacted] know that Heartland ECSI would be sending her reissued refund to our bank at our standard processing time of 4:00 PM EST allowing for the refund monies to be transferred from our bank to her bank on December 6, 2016.     If Ms. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our RefundSelect Customer Service Department at ###-###-####.

While the actual issue was not mentioned in ECSI's response, regarding legible account balance sheet & payment history that can be understood by its clients, employees and management. I am accepting their response because I did just see ECSI is releasing a new beta version of the website that they said will be more clear and easier to use. Since the new website is to be launched June 1st, 2015 less than 2 weeks away I will presume accepting their response as I'm expecting the new website to have accurate and understandable information reflect with the new design. I do appreciate the removal of the fees, my complaint wasn't specifically related to the fees in as much as the explanation for why I had the fees listed in odd numbers that couldn't be explained by ECSI. To be specific I had $10.12 in fees; and no one at ECSI ever did explain why or how those numbers added up to that amount. After hearing ECSI's response and looking online I do now see that the odd fees are no longer showing on my account and I strongly feel because of this complaint with Revdex.com. Thank you for that help Revdex.com! I will hope and expect ECSI's new website to have clear and understandable format. I appreciate your support in helping keep our business's accountable.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me at this time under the precaution that ECSI's new website will resolve the issues of my complaint. 
Regards,
[redacted]

Please Note: Heartland ECSI is a third party loan servicer for [redacted]. On 11/01/2015 Heartland ECSI sent a payment request to Ms. [redacted]’s bank using the information she entered online on 10/15/2015. On 11/09/2015 her bank rejected this payment using reason code “R03” meaning...

the bank did not have an account that matches the account number Ms. [redacted] entered on her online ECSI account. The bank would not have a record of us attempting to draw a payment from Ms. [redacted]’s account due to the incorrect account number. The rejected payment from Ms. [redacted]’s account added a $15 “returned payment” fee to her amount due. As a third party servicer Heartland ECSI doesn’t retain any fees or interest. When Ms. [redacted] called on 11/11/2015 our representative gave her incorrect information that resulted in a $34.06 late fee. This fee has been removed from Ms. [redacted]’s account. All payment options are located on Heartland ECSI’s website which include and Instant E-check and an Instant credit card option. On 12/08/2015 we spoke with Me. [redacted] and ensured all banking information was correct for her reoccurring check payments. Additionally she stated she was satisfied with our resolution.

When the borrower’s account was received at Heartland ECSI,the account was already past due, showing a total balance due of $127.28 due 10/01/2014- the borrower’s fixed payment is $63.64. The address on file when ECSI receivedthe account was a Hutchinson, Kansas address. We mailed statements and...

delinquencynotices to the KS address until there was a USPS skip trace completed due toreturned mail in December 2014. At that time we were updated with a Bernalillo,New Mexico address. When a borrower moves, it is their responsibility to updatetheir student loan servicer with new demographic information. There were nopayments made until 12/31/2014, when a payment was made for $100.00. At thattime there was a total balance due on the account of $318.20, therefore theborrower’s payment did not bring the account current. As of today, April 22nd2015 the account is currently 7 months delinquent, but has not yet been turnedover to an outside collection agency. In order to avoid further collectionefforts the borrower will need to bring their account current immediately, orcontact our office to discuss entitlement options.

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 31, 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 Oregon.   We...

apologize for the wait time Ms. [redacted] experienced while attempting to contact our office. 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 callback feature was used successfully on January 25, 2018 when she called in to our offices, however; a message was left as Ms. [redacted] was not available at the time the return call was placed.   We have reviewed Ms. [redacted]’s account and determined that she did successfully contact our office January 25, 2018 through our online chat option. During the communication she was provided the amount of interest paid last year, and was also provided the instructions where this information can be obtained through our self-service web portal.   On January 26, 2018 and January 31, 2018 additional attempts to contact Ms. [redacted] were made. These calls were to ensure that Ms. [redacted] was not in need of any additional assistance. Each attempt resulted in a message left for Ms. [redacted] to contact our offices at her earliest opportunity should she require additional assistance.   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].