American Sprinkler Systems, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Last Friday, I was called and asked to send a screenshot of the error message I receive when I try to set up reoccurring payments by an employee  of Heartland ECSI as he explained that I was mistaken about setting up reoccurring payments. He said that I was incorrect and that IT at ECSI said I should not be receiving an error message. I sent the screenshot. He never responded to my email.  However, the larger issue here is based on my contract with Berea College, which I have attached, I should not be billed on an annual basis for the Bagby loan and a monthly basis for all other loans. This is why I cannot set up reoccurring payments. I believe this is a violation of my contract. 
Regards,
[redacted]

Please note: Heartland ECSI is a third party loan servicer on behalf of [redacted] University. [redacted] retains complete ownership of their Perkins loans.  The call Mr. [redacted] referenced has been reviewed with the representative he spoke with, we apologize. Our represetentive did not clearly...

explain the 1098-E process. We have taken steps to ensure a manager is available to take a call when any caller requests it.  The representative Mr. [redacted] spoke with via live chat is with our seasonal 1098-T department and should not have answered questions in regards to 1098-E statements. We have taken steps to educate this representative.  Our website directs users to this link https://www.irs.gov/taxtopics/tc456.html for information on 1098-E tax forms. The IRS website states “If you paid $600 or more of interest on a qualified student loan during the year, you will receive aForm 1098-E”. As a third party servicer Heartland ECSI offers 1098-E services to [redacted] University. [redacted] directs ECSI to only mail 1098-E statements if the amount is greater than $600. Our records indicate a 1098-E statement has only been sent electronically to Mr. [redacted] dating back to 2012. The total amount of interest paid in 2015 would be reflected on his February billing statement. Mr. [redacted] can log into his ECSI account to view the statement by going to https://heartland.ecsi.net/. If we can provide further assistance please contact our loan servicing department at ###-###-####.

Heartland ECSI (formerly Campus Partners) is the third-party loan servicer for colleges and universities.  Effective January 20, 2016, Heartland ECSI’s payment policy changed to include a convenience fee when making online payments.  We still offer alternative payment methods that do not...

incur a convenience fee.  You may mail your check or money order via the USPS to our lockbox:Heartland ECSI [redacted]You may also visit our website www.mycampusloan.com and enroll in our AutoDraft program.  Thank you from bringing to our attention your inability to sign up for this payment solution.  We have corrected this issue on your loan and you may now return to our website to enroll in our AutoDraft program.  Please contact our office at ###-###-#### if you have additional questions.Sincerely,Heartland ECSI

February 8, 2018 ID: [redacted] [redacted] To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Georgia State...

University. We have reviewed Mr. [redacted]’s account, and determined that the interest paid in 2017 for his Federal Perkins Loan was $52.50. This information is available through our self-service portal under connected accounts where the connected account tile/window states “Tax Documents & Information”. 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 [redacted].   We have reviewed Mr. [redacted]’s account and have determined that the account entered into repayment status in March of 2016 with first fixed...

payment due on April 1, 2016 in the amount of $40.00. During initial set-up of the account, Mr. [redacted] selected to receive electronic bills only which would be directed to [redacted].[redacted]   Below is a communication and transactional timeline of Mr. [redacted]’s account: On 1/10/2016, Heartland ECSI generated an electronic notification to Mr. [redacted] stating that his grace period will end on 3/1/2016 and his $40.00 monthly fixed payments will begin on 4/1/2016. On 3/10/2016, we generated an e-bill and delivered it to Mr. [redacted] for his first payment that was due on 4/1/2016 in the amount of $40.00.   On 4/11/2016, we generated a paper bill to Mr. [redacted] for his payment that was due on 5/1/2016 of in the amount of $88.00. This amount included the April and May monthly fixed payment of $40.00 plus a late fee of $8.00.  Because Mr. [redacted] became past due, we delivered a paper bill to the address that we had on file. On 5/9/2016, we generated a 45-day late letter that was delivered to Mr. [redacted] identifying the account as 45 days late.  On 5/10/2016, we generated a paper bill to Mr. [redacted] for his payment that was due on 6/1/2016 in the amount of $136.00. This amount included the April, May and June monthly fixed payment of payments of $40.00 and also included 2 late payment fees of $8.00 each. On 5/13/2016m we generated and delivered a 60 day final demand. On 5/20/2016, our system logged an online transaction of $827.94 ($825.99 payment and $1.95 processing fee) entered on our web portal. The account number and routing number used for this transaction were entered directly by Mr. [redacted] through our online payment portal. On 5/27/2016, our records indicate that the payment was rejected by Mr. [redacted]’s bank due to an Invalid Account Number. On 5/27/2016, we generated and delivered an email to Mr. [redacted] stating that his payment had been rejected by his bank and provided the reason for rejection. On 5/27/2016, Mr. [redacted] called our Customer Service Department to discuss the payment that was rejected by his bank.  During that call, our customer service representative (CSR) acknowledged that our system had not yet updated to reflect the rejected payment, but as a courtesy to the customer, we waived the $30.00 NSF fee that would be charged once updated. Our CSR recommended that Mr. [redacted] call back after the first of the month since the system would not be updated to show the rejected payment until that time. On 6/1/2016, Mr. [redacted] called our Customer Service Department again to discuss the payment that was rejected by this bank. During this call, our CSR misinterpreted the inquiry and indicated to Mr. [redacted] that is account was showing as paid in full and Mr. [redacted] should expect a paid in full letter soon. The CSR informed Mr. [redacted] that no further action needed taken on the account.   On 6/1/2016 our system completed updating Mr. [redacted]’s account and reversed the payment previously processed of $827.94. This file update occurred 1 hour after Mr. [redacted]’s call into our offices   On 6/10/2016 our system generated an e-bill and delivered it to Mr. [redacted] for his payment that would be due on July 1, 2016 in the amount of $837.32 which includes the past due balance of $809.99 ($800.00 account balance plus 9.99 in past due interest), three (3) late payment fees of $8.00, and a current amount due of $3.33 (current interest).   On 6/29/2016, Mr. [redacted] called our Customer Service Department to discuss the reversed payment, the last phone call on 6/1/2016 whereby he was informed no further action was needed, and the recent bill received. During that call our CSR waived the most recent $8.00 late fee for Mr. [redacted] and set up a payment to draw on 7/1/2016 for the amount of $829.32.   On 7/1/2016, we generated a due diligence call to Mr. [redacted] to indicate that his account was past due. The call instructed Mr. [redacted] to set up a payment if he had not done so already.   On 7/1/2016, we processed the payment that was set up on 6/29/2016 to pay and close Mr. [redacted]’s account. On 7/27/2016, Mr. [redacted] called in to our call center to discuss the negative credit reporting that was generated during the reversal of his payment. The account was reviewed and negative credit reporting was amended back to the beginning of his initial payment on 5/20/2016. After complete audit of Mr. [redacted]’s account, Heartland ECSI has confirmed the credit data reported to the credit bureaus has been adjusted to show his account in good standing and is now paid in full. Several messages have been left for Mr. [redacted] to discuss the outcome of our research, and the change to his credit reporting. If Mr. [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our customer service team at ###-###-####.

Heartland ECSI apologizes that call on September 13, 2017 did not reach Mr. [redacted]. On September 21, 2017 Heartland ECSI did speak with Mr. [redacted] to confirm his loan is paid in full, and that a Paid in Full letter was generated and mailed on September 21, 2017. 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 ###-###-####.

October 17, 2017   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 Hilbert College. The information you...

have provided is valuable, and we appreciate all feedback. Heartland ECSI is always considering improvements to our training program and systems to provide the best services possible. In review of Mr. [redacted]’s account he is presently set up with $120.00 fixed quarterly payments due on the 1st of the month in February, May, August, and November. On September 26, 2017 during a conversation through our live chat feature Mr. [redacted] indicated that he wished to make his payment early. During the conversation our customer service advocate indicated that the payment cycle begins on October 11, 2017, and if a payment was made prior to that date Mr. [redacted] would need to call in to our office to request the payment to be applied as a future payment. At the time this information was provided to Mr. [redacted] our customer service advocate was not aware that the payment Mr. [redacted] was seeking to make was a partial payment. Regrettably, partial payments are not able to be set up as future payments, and the payment of $60.00 received October 6, 2017 was applied to accrued interest as Mr. [redacted]’s account had additional interest that had accumulated during the rehabilitation of his loan that was completed on August 10, 2017. During the rehabilitation of Mr. [redacted]’s loan he was set up with monthly installments of $60.00 due on the first of each month. On October 13, 2017 Heartland ECSI reached out to Hilbert College on behalf of Mr. [redacted] for approval to switch the account from quarterly fixed payments of $120.00 to monthly fixed payments of $40.00. On October 17, 2017 we were advised that at a student’s request we are permitted to switch the account. On October 17, 2017 the Senior Manager of Customer Service called Mr. [redacted], and left a message to discuss his account and potential solutions. Also on October 17, 2017 a second call was placed by one of our Customer Service Leads, and during the call Mr. [redacted]’s account was adjusted to fixed monthly payments of $40.00. During the call the payment of $60.00 received October 6, 2017 was applied to the payment that would be due November 1, 2017 under the new plan. Mr. [redacted]’s credit history was also reviewed, and his account is being reported to the credit reporting agencies as current and in good standing. Updated credit information reported to the credit agencies after the completion of his rehabilitation may take 60 days to update. On October 18, 2017 an additional call was made by one of our Customer Service Leads to confirm if Mr. [redacted] wished to adjust the start date of the recurring ACH payments of $50.00 set to draw on the first business of the month. They are presently set to start on November 1, 2017. A message was left, and a memo placed on the account to discuss should Mr. [redacted] call back and reach another representative.   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]

Heartland ECSI, the third party loan servicer on behalf of [redacted], has reviewed Ms. [redacted]’s account.  Based on this review, the following information was determined. Ms. [redacted]’s loan was in a grace period meaning that no payment was due until the end of the grace period.  On June...

11, 2015 and August 11, 2015, Heartland ECSI delivered notices to Ms. [redacted] advising that her grace period was ending and that the first payment would be due on November 1, 2015.  On October 10, 2015, Ms. [redacted] contacted our customer service department regarding her due date.  Additionally, based on Ms. [redacted]’s request, an electronic statement was emailed with notification that the first payment would be due on November 2, 2015.  Lastly, on November 11, 2015, a paper statement was mailed because of non-payment by November 1, 2015.  On December 7, 2015, Ms. [redacted] contacted our customer service team regarding the late fee that was assessed to her account.  She was transferred to Janet, a call center supervisor.  Based on our third-party servicing agreement, we must perform validation before crediting any fees on an account.  After a review of the call recording from October 10th, it was validated that that representative did provide the incorrect due date.  Counseling has been provided for the customer service representative regarding the incorrect information that she provided to Ms. [redacted].  Due to the incorrect payment date provided by the call center representative on October 10th, we have credited her account for the fees assessed due to the payment not being received by the due date or within the payment grace period.  We apologize for any inconvenience this error has caused Ms. [redacted] and for the negative experience she encountered with Heartland ECSI.  We are extremely focused on helpful, pleasant customer service and it is disappointed to know that Ms. [redacted] feels she received poor service.  If any additional assistance is needed, Ms. [redacted] may contact us at ###-###-####.

Heartland ECSI is the third party billing servicer for student loans on behalf of the [redacted] Ms. **’s account has been updated and is 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 Ms. **, it is the obligation of the borrower to ensure that their contact information on file with the loan servicer is up to date. Our records show the address we have on file is [redacted], the primary phone is ###-###-####, and email is [redacted]. These demographics match what has been provided herein. Should any contact information change in the future, please reach out to Heartland ECSI and provide any updates. If you have any additional questions or concerns please feel free to contact our Customer Service Department at [redacted]