Heartland ECSI is a third party loan billing servicer on behalf of [redacted] After reviewing Mr [redacted] ’s account we have found the following On June 1st, he contacted our customer service department and requested to be moved to a monthly billing cycle rather than quarterly billingThe representative he spoke with advised the due date would have to be the first of each month and if changed to monthly, a payment would be due immediatelyMr [redacted] decided to go forward with the change to monthly billingOnce an account goes days past the due date without payment a $late fee is assessed to the accountAny monies paid toward Principal, interest or fee(s) are transferred in their entirety to the collegeWe did not receive Mr [redacted] ’s payment until June 30thOn the 30th his account was reported days past due to the credit bureausWe contacted Mr [redacted] on July 14th in regards to his Revdex.com inquiryHe informed us that he sent his payment on June 16th; we removed the negative credit reporting from his account since he attempted to make the payment before June 30thBeing that no attempt was made before the 15th of June the $late fee assessed will not be removedIf Mr [redacted] has any other questions he may contact Tony Gump, Supervisor of customer service directly at ###-###-####
February 12, 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***’s account, and determined that Ms***’s payment for her November 1, installment was rejected from her banking institution as unable to locate accountOn November 10, 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 institutionThe rejection code provided was ‘No Account/Unable to Locate Account’ We have reviewed Ms***’s account, and determined that our records reflect the activity on Ms***’s loan was reported accurately to the credit bureaus based on the payment historyA payment was not received for the December 1, installment until January 3, The payment received January 3, was an amount to cover the installments due November 1, 2017, December 1, 2018, and January 1, On January 26, and January 29, Heartland ECSI contacted Ms [redacted] to discuss her payment history, and recent credit reportingIn those conversations Ms [redacted] indicated that she would pursue legal action should her credit history not be alteredHeartland 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]
March 2, 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 California Los Angeles We have reviewed Mr***’s account and determined that his loan transferred to Heartland ECSI in August Our current service transfer process includes a 60-day grace period for all late fees and credit reporting after transfer to Heartland ECSI During the 60-day period after the loan was transferred, no late fees are applied, and credit reporting is held Mr***’s Federal Perkins loan is on a quarterly repayment cycle with installments due on the 10th of the month in January, April, July, and OctoberSince his service transfer to Heartland ECSI, he had two installments due on his account: Installment due October 10, On November 17, 2017, Mr [redacted] set up a payment on our self-service portal with the payment to draw on November 20, This payment had applied to the installment due October 10, 2017, but no late fees were assessed due to the service transfer extended grace period Installment due January 10, On January 30, 2018, Mr [redacted] set up a payment on our self-service portal and then modified the payment on February 26, 2018, to draw on February 26thThis payment applied to the installment due January 10, Mr***’s account was assessed a late fee on January 22, All interest collected for student loans is payable to the University for which the loan account is serviced Heartland ECSI does not collect any monies for interest paid, and all payments including principal, interest, and fees are transferred to the University that owns the loanThe University has instructed Heartland ECSI to direct students who seek a waiver of any fees to contact their office for the student’s account to be reviewed Presently, Mr***’s account is current and in good standingHis account shows that no negative credit history has been generated, and his account is set up for recurring payments to begin drafting from his account after March 10, 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 is the third party billing servicer for student loans on behalf of the [redacted] The information you have provided is valuable, and we appreciate all feedbackHeartland ECSI is always considering improvements to our services to make them more convenient and easy to use as possible Upon review of Ms***’ account, the loan is presently showing as in-school defermentSince her account is showing as deferred Campus Partners and Heartland ECSI do not send communication to students until such time they are exiting deferment and entering repaymentIf Ms***’ account were in repayment she would receive notification as part of the standard system transfer communication planShe would receive an inserted notification delivered with the last billing statement issued by the Campus Partners system as well as a Welcome Letter from Heartland ECSI upon transfer of the loan We apologize for the wait time Ms [redacted] experienced while attempting to contact our officeWe give each caller as much time as needed and this can lead to increased wait timesHeartland ECSI’s contact system allows callers a callback feature to save their place in line without staying on the phone Ms [redacted] spoke with a representative at Heartland ECSI on February 28, who was able to assist her by providing her online account informationAt that time Ms [redacted] also escalated her concerns about wait times, and our callback feature to one of our team leads within the call center We have reviewed Ms***’ call history, and also reached out to our service provider to ensure that the callback feature was/is functioning as expected during the days Ms [redacted] calledWe have identified that Ms [redacted] successfully used the callback feature on February 28, when she spoke to our representativeWe also identified that later in the evening of February 28, Ms [redacted] again used our callback feature again successfully; however, upon callback our representative was unable to leave a message for Ms [redacted] as her mailbox was full Our system indicates that on March 8, Heartland ECSI processed a payment received from Ms [redacted] in the amount of $Ms [redacted] is welcome to continue mailing a paper check or money order via U.SPostal Service to our lockbox at Heartland ECSI, [redacted] ***We also provide various payment methods online using our website at https://heartland.ecsi.net/ If Ms [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####
The NSF fee's in question were caused by two payments being returned to HeartlandECSI due to insufficient funds one on July 8th and again on August 6thThe account then went into student deferment on August 12th Whenthe account entered repayment on July 1st the monthly payment includingthe NSF fees were due on the account.On August 11th you called in and a representative explained the amount dueand the reason why there were still NSF fees on the accountThe representativealso explained various payment optionsOn 8/31/we reported the account asdays past due on behalf of the debtor since there was no payment on theaccount between July 1st and August 31stOn September 2ndwhen a supervisor was requested via live chat the supervisor returned the calllater that dayThey seemed too be able to adequately explain the issue andresolve it
To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of the [redacted] Heartland ECSI confirms that Mr [redacted] delivered the updated information needed, and contacted [redacted] to obtain authorization to remove his account from collections then process his Cancellation/DefermentThis was approved and completed May 9, The deferment was posted August through August Mr [redacted] should have received the attached letter through email correspondence on May 9, to the address we have on file of [redacted] After the Cancellation/Deferment was placed on the account any late fees assessed to Mr [redacted] ’s account due to this matter were removedIn addition Mr [redacted] ’s account is now showing as current and in good standing to the credit reporting agenciesInformation reported to the credit agencies may take days to updateHeartland 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 dateThis 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 ###-###-####
October 6, ID: [redacted] [redacted] To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Michigan Technological University In reviewing Mr***’s account, his Federal Perkins loan entered into repayment in April with his first payment being due on April 1, His fixed monthly payment amount was $ On September 23, 2016, he entered into a rehabilitation agreement with the first payment being due on October 1, and final payment being due on June 1, His monthly payment under the rehabilitation agreement was $ Paper billing statements were delivered on a monthly basis to the address that Mr [redacted] has on file Each billing statement was delivered with the following memo located under the breakdown of amount due: REHABILITATION IN PROGRESSAfter your 9th consecutive ON TIME PAYMENT your account will be current and any negative credit bureau history will be removedYou must pay at least $Failure to make a payment ON TIME will void this agreement On January 10, 2017, a memo was placed on his billing statement to alert him that his January 1, payment under the rehabilitation agreement was not received The memo read as follows: Your scheduled rehab payment has not been receivedRehab will automatically end if your payment is not received by 01/21/ We did not receive payment by January 21, and therefore, the rehabilitation agreement was cancelled and his account moved back to a standard in-repayment status on January 23, On September 30, 2017, Mr [redacted] ’s entered into a new rehabilitation agreement with the first payment being due on November 1, and the final payment being due on July 1, His monthly payment under the rehabilitation agreement is $ The rehabilitation agreement was amended on October 9, to include the previous nine (9) paid installments under the new rehabilitation agreement Those paid installments are as follows: February 6, for February 1, February 13, for March 1, March 17, for April 1, April 24, for May 1, May 25, for June 1, June 29, for July 1, July 28, for August 1, September 18, for September 1, October 2, for October 1, Based on this amendment of the new rehabilitation agreement, Heartland ECSI was able to apply $in late fees paid during the rehabilitation period to his principal balanceHis next fixed installment of $is due on November 1, Mr [redacted] ’s account status and credit history will be amended per the rehabilitation agreementInformation reported to the credit agencies may take days to update 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]
Studentloan accounts are reported to the credit bureau(s) along with the current orpast due status This information is reported on a monthly basis to thecredit bureau(s) and becomes part of the credit history on the accountAn account being paid in full does not override any past due status that waspreviously reported to the credit bureau(s).If you feel that the information reported to the credit bureau(s) is incorrect, werecommend that you file a dispute with the credit bureau(s) Upon filinga dispute, access will be provided to Heartland ECSI to confirm accurateinformation is shown on the credit bureau(s)
Heartland ECSI is the third party billing servicer for student loans on behalf of Loyola University New Orleans.We apologize that our system was unavailable when Ms [redacted] attempted to use our self-service portal.We have reviewed her account and identified that the account has been carrying a past due balance caused by two (2) rejected payments (made May 11, and July 1, 2014) and a missed payment (due August 1, 2014)Ms [redacted] ’ statement was generated August 12, with an amount due for her September 1, installment was $628.75.Ms [redacted] has been making regular monthly installments, however, these missed payments led to the account accruing additional fees each monthThe installment due October 1, was $787.75, and on November 1, 2016, and each month thereafter, Ms [redacted] began making two (2) identical payments of $each month, which has reduced the past due amount.Ms [redacted] ’ account is on a recurring payment set up to draw on the first business day of each month in the amount of the monthly installments of $63.66, however, her account is still showing as past dueThe statement generated for the October 1, installment includes the following message: “Your account is paid by ACH but the ACH draw does NOT cover your total amount due.” The statement does advise to bring the account current on October 1, an additional payment of $is due along with the recurring payment of $63.66.As of September 11, 2017, the payoff amount for this account is $The amount includes $in late fees, $in past due interest, $in current interest, and $in total principalWe have placed a stop on late letter and phone fees, so the payoff amount will not increase until after October 1, 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 ###-###-####
I tried to speak with a live representative at 6: p.mest on March After being on the line for almost an hour and I could not get connected, I chose to the live chat option in which I had to wait a few minutes before I was contacted by some one The live representative informed me that I couldnt cancel my payment and that the window to cancel was 10-min after submitting paymentBut ECSI reports that my payment was processed almost hours after submitting payment which
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 PartnersCustomers should receive notice from Campus Partners of the pending servicing transfer, however, to accommodate customers Heartland ECSI implements a temporary day stop on all fees and credit reporting as part of the service transfer processWe 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 accountIt is our hope that she finds Heartland ECSI’s website informative and user friendlyIn 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***, Supervisor of Customer Service, directly at ###-###-#### or contact our general customer service team at ###-###-####
October 17, ID: [redacted] [redacted] To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Hilbert CollegeThe information you have provided is valuable, and we appreciate all feedbackHeartland ECSI is always considering improvements to our training program and systems to provide the best services possibleIn review of Mr***’s account he is presently set up with $fixed quarterly payments due on the 1st of the month in February, May, August, and NovemberOn September 26, during a conversation through our live chat feature Mr [redacted] indicated that he wished to make his payment earlyDuring 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 paymentAt 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 paymentRegrettably, partial payments are not able to be set up as future payments, and the payment of $received October 6, was applied to accrued interest as Mr***’s account had additional interest that had accumulated during the rehabilitation of his loan that was completed on August 10, During the rehabilitation of Mr***’s loan he was set up with monthly installments of $due on the first of each monthOn October 13, Heartland ECSI reached out to Hilbert College on behalf of Mr [redacted] for approval to switch the account from quarterly fixed payments of $to monthly fixed payments of $On October 17, we were advised that at a student’s request we are permitted to switch the accountOn October 17, the Senior Manager of Customer Service called Mr***, and left a message to discuss his account and potential solutionsAlso on October 17, a second call was placed by one of our Customer Service Leads, and during the call Mr***’s account was adjusted to fixed monthly payments of $During the call the payment of $received October 6, was applied to the payment that would be due November 1, under the new planMr***’s credit history was also reviewed, and his account is being reported to the credit reporting agencies as current and in good standingUpdated credit information reported to the credit agencies after the completion of his rehabilitation may take days to updateOn October 18, 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 $set to draw on the first business of the monthThey are presently set to start on November 1, 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]
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, MRS [redacted] , (Mr [redacted] 's Wife)
After [redacted] scheduled her payment online to draw4/10/2015, it was removed automatically by Heartland ECSI, due to the previouspayment being returned for an incorrect account numberAs a safety feature,the system will them remove any ACH set up on the account to avoid the paymentpulling from the same incorrect account againIt was simply a matter of badtiming between when the system ran the ACH removal, and when the borrowerscheduled their new ACH transactionWe apologize for the inconvenience and have receivedapproval from [redacted] to waive the $late feeThe$processing fee cannot be waived from the loan, as it was assessed as partof processing an instant payment
February 13, ID: [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, 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, We have two methods to contact our Customer Service Team which includes: (1) Live Chat, which is available Monday to Friday, 7:AM to 9:PM EST and Saturday, 8:AM to 5:PM EST and (2) toll-free phone which is available Monday to Friday, 7:AM to 9:PM EST Additionally, borrowers are able to access their account online 24/at heartland.ecsi.netIf 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 apologizes for any undue stress this incidence has causedThere was an error that triggered a percentage of students with Geneva College to receive standard COHORT lettersPlease rest assured these had no effect on your accountDuring this time your account was current and in good standing; no negative credit reporting has occurredThis system error was identified and corrected on 9/28/On 09/30/we notified the account holder by phone that the account is now currentDocumentation regarding this error has been sent to all parties that were affected
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
Please note: Heartland ECSI is a third party loan servicer who services loans on behalf of [redacted] After logging into Heartlandecsi.net users are presented with the following options under “Make a Payment” · Instant E-check · Credit Card Payment · Direct Payment · International Payment Ms [redacted] selected the “Direct Payment” optionThis will only allow someone to make a payment on the 1st, 10th, 15th or 20th of the monthOur instant E-check and credit card options allow instant payments to be madeFor Ms***’s account a new billing statement is generated along with interest accruing on the last business day of each month Heartland ECSI transfers payments in their entirety to the [redacted] ***; including interest, principal, and any type of feesA request for a supervisor to contact Ms [redacted] back was entered on 1/6/2016, we apologize the request wasn’t fulfilledThe representative [redacted] spoke with made an error when submitting the request that caused it to prematurely closeWe’ve spoken to [redacted] and removed the remaining amount of interest on her accountIt now reflects as Paid in full
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 portalWe also apologize for the wait time Mr [redacted] experienced while attempting to contact our officeWe give each caller as much time as needed and this can lead to increased wait times Heartland ECSI offers several feeless payment methodsThese 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 AndroidAdditionally, Heartland ECSI does not assess any fees for borrowers paying through third-party bill-payment servicesHeartland ECSI advertises its feeless payments online and discloses which payment methods involve service feesBefore 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 phoneWe have reviewed incoming calls from Mr [redacted] on August 11th and 24th and found callsThe calls received show that Mr [redacted] did not successfully complete the request for callback prior to disconnecting the callWe 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***’s comment that his account was placed with collections is accurateIn August of The University placed Mr***’s account with collections as the account was months past dueHeartland ECSI records indicate the account was removed from collections in January of after Mr [redacted] completed an Economic Hardship deferment Mr***’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 A payment of $was received March 10, that was intended by Mr [redacted] to cover the two (2) $payments due March 1, and April 1, When the adjustment was placed on the account to correct the application of that payment the $late fee and $due diligence late payment call fee were waived after adjustment making Mr***’s account current at the time The call to Mr [redacted] from Heartland ECSI on August 24, was a due diligence late payment call to alert him that a payment had not been received for his payment due on August 1, Mr***’s account shows, as of the date of this letter, that the last payment received was July 3, in the amount of $ On August 28, Heartland ECSI attempted to contact Mr [redacted] to discuss his account and concerns, however, he was not availableA message was left for him to contact us at his earliest opportunityAs a courtesy to Mr [redacted] the representative waived the $late fee and $due diligence late payment call fee We would like the opportunity to walk through the issue Mr [redacted] is experiencing to trouble shoot with himMr [redacted] is welcome to contact our Customer Service Department at ###-###-####, and ask for [redacted] for assistanceWe recommend users turn off their browser’s pblocker as a first measure, but based on the description of Mr***’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]
To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Thomas Moore College We have reviewed Ms [redacted] ’ account and determined that she has two loans with her school; a Perkins loan and Nursing Baccalaureate loanOn July 17, paperwork for a deferment request was processed from Ms [redacted] Her Perkins loan payments have been placed on deferment; however, the Nursing Baccalaureate loan requires additional information in order to process the deferment processing an email was sent to Ms [redacted] indicated that she needed to provide a copy of her class schedule indicating she is taking qualified nursing classes An additional email was generated on August 2, after failed attempts to reach Ms [redacted] at her home number of ###-###-#### and the number provided to the Revdex.com of ###-###-####The email was sent to the address on file of [redacted] and outlined the need a copy of a class schedule indicating she taking qualified nursing classesThe email also contained a copy of the deferment form as well as a fax number to submit the documentation With regards to Ms [redacted] ’ receiving notifications that her account was past due Heartland ECSI did send out statements after her statement generated on May 10, which had a payment due date of June 1, This statement showed the amount due of $on the Perkins loan, and $on the Nursing Baccalaureate loanThe first reminder statement was generated on June 12, stating her account was past due days for the June payment showing the amount due of $on the Perkins loan (which included a $late fee), and $on the Nursing Baccalaureate loanThe second reminder statement sent out was generated on July 10, which indicated that her account was past due days for her June payment showing the amount now due of $on the Perkins loan (which included a $late fee), and $on the Nursing Baccalaureate loan Payments were received from Ms [redacted] in the amount of $on July 19, 2017, and a second payment of $was received on July 28, Adjustments have been made to ensure these payments were applied to the Nursing Baccalaureate loan to bring it current Ms [redacted] account is being reported to the credit reporting agencies as current and in good standing for her Perkins loanCredit reporting on the Nursing Baccalaureate loan has not started, but is current with no past due amount 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 a third party loan billing servicer on behalf of [redacted] After reviewing Mr [redacted] ’s account we have found the following On June 1st, he contacted our customer service department and requested to be moved to a monthly billing cycle rather than quarterly billingThe representative he spoke with advised the due date would have to be the first of each month and if changed to monthly, a payment would be due immediatelyMr [redacted] decided to go forward with the change to monthly billingOnce an account goes days past the due date without payment a $late fee is assessed to the accountAny monies paid toward Principal, interest or fee(s) are transferred in their entirety to the collegeWe did not receive Mr [redacted] ’s payment until June 30thOn the 30th his account was reported days past due to the credit bureausWe contacted Mr [redacted] on July 14th in regards to his Revdex.com inquiryHe informed us that he sent his payment on June 16th; we removed the negative credit reporting from his account since he attempted to make the payment before June 30thBeing that no attempt was made before the 15th of June the $late fee assessed will not be removedIf Mr [redacted] has any other questions he may contact Tony Gump, Supervisor of customer service directly at ###-###-####
February 12, 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***’s account, and determined that Ms***’s payment for her November 1, installment was rejected from her banking institution as unable to locate accountOn November 10, 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 institutionThe rejection code provided was ‘No Account/Unable to Locate Account’ We have reviewed Ms***’s account, and determined that our records reflect the activity on Ms***’s loan was reported accurately to the credit bureaus based on the payment historyA payment was not received for the December 1, installment until January 3, The payment received January 3, was an amount to cover the installments due November 1, 2017, December 1, 2018, and January 1, On January 26, and January 29, Heartland ECSI contacted Ms [redacted] to discuss her payment history, and recent credit reportingIn those conversations Ms [redacted] indicated that she would pursue legal action should her credit history not be alteredHeartland 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]
March 2, 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 California Los Angeles We have reviewed Mr***’s account and determined that his loan transferred to Heartland ECSI in August Our current service transfer process includes a 60-day grace period for all late fees and credit reporting after transfer to Heartland ECSI During the 60-day period after the loan was transferred, no late fees are applied, and credit reporting is held Mr***’s Federal Perkins loan is on a quarterly repayment cycle with installments due on the 10th of the month in January, April, July, and OctoberSince his service transfer to Heartland ECSI, he had two installments due on his account: Installment due October 10, On November 17, 2017, Mr [redacted] set up a payment on our self-service portal with the payment to draw on November 20, This payment had applied to the installment due October 10, 2017, but no late fees were assessed due to the service transfer extended grace period Installment due January 10, On January 30, 2018, Mr [redacted] set up a payment on our self-service portal and then modified the payment on February 26, 2018, to draw on February 26thThis payment applied to the installment due January 10, Mr***’s account was assessed a late fee on January 22, All interest collected for student loans is payable to the University for which the loan account is serviced Heartland ECSI does not collect any monies for interest paid, and all payments including principal, interest, and fees are transferred to the University that owns the loanThe University has instructed Heartland ECSI to direct students who seek a waiver of any fees to contact their office for the student’s account to be reviewed Presently, Mr***’s account is current and in good standingHis account shows that no negative credit history has been generated, and his account is set up for recurring payments to begin drafting from his account after March 10, 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 is the third party billing servicer for student loans on behalf of the [redacted] The information you have provided is valuable, and we appreciate all feedbackHeartland ECSI is always considering improvements to our services to make them more convenient and easy to use as possible Upon review of Ms***’ account, the loan is presently showing as in-school defermentSince her account is showing as deferred Campus Partners and Heartland ECSI do not send communication to students until such time they are exiting deferment and entering repaymentIf Ms***’ account were in repayment she would receive notification as part of the standard system transfer communication planShe would receive an inserted notification delivered with the last billing statement issued by the Campus Partners system as well as a Welcome Letter from Heartland ECSI upon transfer of the loan We apologize for the wait time Ms [redacted] experienced while attempting to contact our officeWe give each caller as much time as needed and this can lead to increased wait timesHeartland ECSI’s contact system allows callers a callback feature to save their place in line without staying on the phone Ms [redacted] spoke with a representative at Heartland ECSI on February 28, who was able to assist her by providing her online account informationAt that time Ms [redacted] also escalated her concerns about wait times, and our callback feature to one of our team leads within the call center We have reviewed Ms***’ call history, and also reached out to our service provider to ensure that the callback feature was/is functioning as expected during the days Ms [redacted] calledWe have identified that Ms [redacted] successfully used the callback feature on February 28, when she spoke to our representativeWe also identified that later in the evening of February 28, Ms [redacted] again used our callback feature again successfully; however, upon callback our representative was unable to leave a message for Ms [redacted] as her mailbox was full Our system indicates that on March 8, Heartland ECSI processed a payment received from Ms [redacted] in the amount of $Ms [redacted] is welcome to continue mailing a paper check or money order via U.SPostal Service to our lockbox at Heartland ECSI, [redacted] ***We also provide various payment methods online using our website at https://heartland.ecsi.net/ If Ms [redacted] would like to talk with us directly, or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####
The NSF fee's in question were caused by two payments being returned to HeartlandECSI due to insufficient funds one on July 8th and again on August 6thThe account then went into student deferment on August 12th Whenthe account entered repayment on July 1st the monthly payment includingthe NSF fees were due on the account.On August 11th you called in and a representative explained the amount dueand the reason why there were still NSF fees on the accountThe representativealso explained various payment optionsOn 8/31/we reported the account asdays past due on behalf of the debtor since there was no payment on theaccount between July 1st and August 31stOn September 2ndwhen a supervisor was requested via live chat the supervisor returned the calllater that dayThey seemed too be able to adequately explain the issue andresolve it
To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of the [redacted] Heartland ECSI confirms that Mr [redacted] delivered the updated information needed, and contacted [redacted] to obtain authorization to remove his account from collections then process his Cancellation/DefermentThis was approved and completed May 9, The deferment was posted August through August Mr [redacted] should have received the attached letter through email correspondence on May 9, to the address we have on file of [redacted] After the Cancellation/Deferment was placed on the account any late fees assessed to Mr [redacted] ’s account due to this matter were removedIn addition Mr [redacted] ’s account is now showing as current and in good standing to the credit reporting agenciesInformation reported to the credit agencies may take days to updateHeartland 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 dateThis 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 ###-###-####
October 6, ID: [redacted] [redacted] To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Michigan Technological University In reviewing Mr***’s account, his Federal Perkins loan entered into repayment in April with his first payment being due on April 1, His fixed monthly payment amount was $ On September 23, 2016, he entered into a rehabilitation agreement with the first payment being due on October 1, and final payment being due on June 1, His monthly payment under the rehabilitation agreement was $ Paper billing statements were delivered on a monthly basis to the address that Mr [redacted] has on file Each billing statement was delivered with the following memo located under the breakdown of amount due: REHABILITATION IN PROGRESSAfter your 9th consecutive ON TIME PAYMENT your account will be current and any negative credit bureau history will be removedYou must pay at least $Failure to make a payment ON TIME will void this agreement On January 10, 2017, a memo was placed on his billing statement to alert him that his January 1, payment under the rehabilitation agreement was not received The memo read as follows: Your scheduled rehab payment has not been receivedRehab will automatically end if your payment is not received by 01/21/ We did not receive payment by January 21, and therefore, the rehabilitation agreement was cancelled and his account moved back to a standard in-repayment status on January 23, On September 30, 2017, Mr [redacted] ’s entered into a new rehabilitation agreement with the first payment being due on November 1, and the final payment being due on July 1, His monthly payment under the rehabilitation agreement is $ The rehabilitation agreement was amended on October 9, to include the previous nine (9) paid installments under the new rehabilitation agreement Those paid installments are as follows: February 6, for February 1, February 13, for March 1, March 17, for April 1, April 24, for May 1, May 25, for June 1, June 29, for July 1, July 28, for August 1, September 18, for September 1, October 2, for October 1, Based on this amendment of the new rehabilitation agreement, Heartland ECSI was able to apply $in late fees paid during the rehabilitation period to his principal balanceHis next fixed installment of $is due on November 1, Mr [redacted] ’s account status and credit history will be amended per the rehabilitation agreementInformation reported to the credit agencies may take days to update 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]
Studentloan accounts are reported to the credit bureau(s) along with the current orpast due status This information is reported on a monthly basis to thecredit bureau(s) and becomes part of the credit history on the accountAn account being paid in full does not override any past due status that waspreviously reported to the credit bureau(s).If you feel that the information reported to the credit bureau(s) is incorrect, werecommend that you file a dispute with the credit bureau(s) Upon filinga dispute, access will be provided to Heartland ECSI to confirm accurateinformation is shown on the credit bureau(s)
Heartland ECSI is the third party billing servicer for student loans on behalf of Loyola University New Orleans.We apologize that our system was unavailable when Ms [redacted] attempted to use our self-service portal.We have reviewed her account and identified that the account has been carrying a past due balance caused by two (2) rejected payments (made May 11, and July 1, 2014) and a missed payment (due August 1, 2014)Ms [redacted] ’ statement was generated August 12, with an amount due for her September 1, installment was $628.75.Ms [redacted] has been making regular monthly installments, however, these missed payments led to the account accruing additional fees each monthThe installment due October 1, was $787.75, and on November 1, 2016, and each month thereafter, Ms [redacted] began making two (2) identical payments of $each month, which has reduced the past due amount.Ms [redacted] ’ account is on a recurring payment set up to draw on the first business day of each month in the amount of the monthly installments of $63.66, however, her account is still showing as past dueThe statement generated for the October 1, installment includes the following message: “Your account is paid by ACH but the ACH draw does NOT cover your total amount due.” The statement does advise to bring the account current on October 1, an additional payment of $is due along with the recurring payment of $63.66.As of September 11, 2017, the payoff amount for this account is $The amount includes $in late fees, $in past due interest, $in current interest, and $in total principalWe have placed a stop on late letter and phone fees, so the payoff amount will not increase until after October 1, 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 ###-###-####
I tried to speak with a live representative at 6: p.mest on March After being on the line for almost an hour and I could not get connected, I chose to the live chat option in which I had to wait a few minutes before I was contacted by some one The live representative informed me that I couldnt cancel my payment and that the window to cancel was 10-min after submitting paymentBut ECSI reports that my payment was processed almost hours after submitting payment which
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 PartnersCustomers should receive notice from Campus Partners of the pending servicing transfer, however, to accommodate customers Heartland ECSI implements a temporary day stop on all fees and credit reporting as part of the service transfer processWe 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 accountIt is our hope that she finds Heartland ECSI’s website informative and user friendlyIn 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***, Supervisor of Customer Service, directly at ###-###-#### or contact our general customer service team at ###-###-####
October 17, ID: [redacted] [redacted] To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Hilbert CollegeThe information you have provided is valuable, and we appreciate all feedbackHeartland ECSI is always considering improvements to our training program and systems to provide the best services possibleIn review of Mr***’s account he is presently set up with $fixed quarterly payments due on the 1st of the month in February, May, August, and NovemberOn September 26, during a conversation through our live chat feature Mr [redacted] indicated that he wished to make his payment earlyDuring 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 paymentAt 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 paymentRegrettably, partial payments are not able to be set up as future payments, and the payment of $received October 6, was applied to accrued interest as Mr***’s account had additional interest that had accumulated during the rehabilitation of his loan that was completed on August 10, During the rehabilitation of Mr***’s loan he was set up with monthly installments of $due on the first of each monthOn October 13, Heartland ECSI reached out to Hilbert College on behalf of Mr [redacted] for approval to switch the account from quarterly fixed payments of $to monthly fixed payments of $On October 17, we were advised that at a student’s request we are permitted to switch the accountOn October 17, the Senior Manager of Customer Service called Mr***, and left a message to discuss his account and potential solutionsAlso on October 17, a second call was placed by one of our Customer Service Leads, and during the call Mr***’s account was adjusted to fixed monthly payments of $During the call the payment of $received October 6, was applied to the payment that would be due November 1, under the new planMr***’s credit history was also reviewed, and his account is being reported to the credit reporting agencies as current and in good standingUpdated credit information reported to the credit agencies after the completion of his rehabilitation may take days to updateOn October 18, 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 $set to draw on the first business of the monthThey are presently set to start on November 1, 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]
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, MRS [redacted] , (Mr [redacted] 's Wife)
After [redacted] scheduled her payment online to draw4/10/2015, it was removed automatically by Heartland ECSI, due to the previouspayment being returned for an incorrect account numberAs a safety feature,the system will them remove any ACH set up on the account to avoid the paymentpulling from the same incorrect account againIt was simply a matter of badtiming between when the system ran the ACH removal, and when the borrowerscheduled their new ACH transactionWe apologize for the inconvenience and have receivedapproval from [redacted] to waive the $late feeThe$processing fee cannot be waived from the loan, as it was assessed as partof processing an instant payment
February 13, ID: [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, 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, We have two methods to contact our Customer Service Team which includes: (1) Live Chat, which is available Monday to Friday, 7:AM to 9:PM EST and Saturday, 8:AM to 5:PM EST and (2) toll-free phone which is available Monday to Friday, 7:AM to 9:PM EST Additionally, borrowers are able to access their account online 24/at heartland.ecsi.netIf 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 apologizes for any undue stress this incidence has causedThere was an error that triggered a percentage of students with Geneva College to receive standard COHORT lettersPlease rest assured these had no effect on your accountDuring this time your account was current and in good standing; no negative credit reporting has occurredThis system error was identified and corrected on 9/28/On 09/30/we notified the account holder by phone that the account is now currentDocumentation regarding this error has been sent to all parties that were affected
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
Please note: Heartland ECSI is a third party loan servicer who services loans on behalf of [redacted] After logging into Heartlandecsi.net users are presented with the following options under “Make a Payment” · Instant E-check · Credit Card Payment · Direct Payment · International Payment Ms [redacted] selected the “Direct Payment” optionThis will only allow someone to make a payment on the 1st, 10th, 15th or 20th of the monthOur instant E-check and credit card options allow instant payments to be madeFor Ms***’s account a new billing statement is generated along with interest accruing on the last business day of each month Heartland ECSI transfers payments in their entirety to the [redacted] ***; including interest, principal, and any type of feesA request for a supervisor to contact Ms [redacted] back was entered on 1/6/2016, we apologize the request wasn’t fulfilledThe representative [redacted] spoke with made an error when submitting the request that caused it to prematurely closeWe’ve spoken to [redacted] and removed the remaining amount of interest on her accountIt now reflects as Paid in full
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 portalWe also apologize for the wait time Mr [redacted] experienced while attempting to contact our officeWe give each caller as much time as needed and this can lead to increased wait times Heartland ECSI offers several feeless payment methodsThese 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 AndroidAdditionally, Heartland ECSI does not assess any fees for borrowers paying through third-party bill-payment servicesHeartland ECSI advertises its feeless payments online and discloses which payment methods involve service feesBefore 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 phoneWe have reviewed incoming calls from Mr [redacted] on August 11th and 24th and found callsThe calls received show that Mr [redacted] did not successfully complete the request for callback prior to disconnecting the callWe 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***’s comment that his account was placed with collections is accurateIn August of The University placed Mr***’s account with collections as the account was months past dueHeartland ECSI records indicate the account was removed from collections in January of after Mr [redacted] completed an Economic Hardship deferment Mr***’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 A payment of $was received March 10, that was intended by Mr [redacted] to cover the two (2) $payments due March 1, and April 1, When the adjustment was placed on the account to correct the application of that payment the $late fee and $due diligence late payment call fee were waived after adjustment making Mr***’s account current at the time The call to Mr [redacted] from Heartland ECSI on August 24, was a due diligence late payment call to alert him that a payment had not been received for his payment due on August 1, Mr***’s account shows, as of the date of this letter, that the last payment received was July 3, in the amount of $ On August 28, Heartland ECSI attempted to contact Mr [redacted] to discuss his account and concerns, however, he was not availableA message was left for him to contact us at his earliest opportunityAs a courtesy to Mr [redacted] the representative waived the $late fee and $due diligence late payment call fee We would like the opportunity to walk through the issue Mr [redacted] is experiencing to trouble shoot with himMr [redacted] is welcome to contact our Customer Service Department at ###-###-####, and ask for [redacted] for assistanceWe recommend users turn off their browser’s pblocker as a first measure, but based on the description of Mr***’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]
To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of Thomas Moore College We have reviewed Ms [redacted] ’ account and determined that she has two loans with her school; a Perkins loan and Nursing Baccalaureate loanOn July 17, paperwork for a deferment request was processed from Ms [redacted] Her Perkins loan payments have been placed on deferment; however, the Nursing Baccalaureate loan requires additional information in order to process the deferment processing an email was sent to Ms [redacted] indicated that she needed to provide a copy of her class schedule indicating she is taking qualified nursing classes An additional email was generated on August 2, after failed attempts to reach Ms [redacted] at her home number of ###-###-#### and the number provided to the Revdex.com of ###-###-####The email was sent to the address on file of [redacted] and outlined the need a copy of a class schedule indicating she taking qualified nursing classesThe email also contained a copy of the deferment form as well as a fax number to submit the documentation With regards to Ms [redacted] ’ receiving notifications that her account was past due Heartland ECSI did send out statements after her statement generated on May 10, which had a payment due date of June 1, This statement showed the amount due of $on the Perkins loan, and $on the Nursing Baccalaureate loanThe first reminder statement was generated on June 12, stating her account was past due days for the June payment showing the amount due of $on the Perkins loan (which included a $late fee), and $on the Nursing Baccalaureate loanThe second reminder statement sent out was generated on July 10, which indicated that her account was past due days for her June payment showing the amount now due of $on the Perkins loan (which included a $late fee), and $on the Nursing Baccalaureate loan Payments were received from Ms [redacted] in the amount of $on July 19, 2017, and a second payment of $was received on July 28, Adjustments have been made to ensure these payments were applied to the Nursing Baccalaureate loan to bring it current Ms [redacted] account is being reported to the credit reporting agencies as current and in good standing for her Perkins loanCredit reporting on the Nursing Baccalaureate loan has not started, but is current with no past due amount 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 ###-###-####