February 2, 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 our records reflect the activity on Ms***’s loan was reported accurately to the credit bureaus based on the payment history We have verified that no error in reporting has occurred, we will continue to report the factual credit history on her loan Ms***’s payment for her November 1, installment was rejected from her banking institution as unable to locate accountA 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]
Ms***’s loan is held by [redacted] In the end of October Heartland ECSI took over servicing these accounts from Campus PartnersOccasionally when loans transfer from one servicer to another we experience onboarding issues that we work to prevent and quickly resolveBecause of this we do not assess late fees or credit reporting for the first monthsFor Ms***'s account fee's and credit reporting would not start until 02/01/We apologize our offsite meeting inconvenienced Ms*** This is our only annual company meeting and shut down our call center for a portion of the day to ensure all of our employees attendA supervisor from our call center contacted Ms [redacted] on 12/14/For the inconvenience we waived the payment processing fee and Ms [redacted] paid her account off in full
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 apologizeOur represetentive did not clearly explain the 1098-E processWe have taken steps to ensure a manager is available to take a call when any caller requests it The representative Mr*** spoke with via live chat is with our seasonal 1098-T department and should not have answered questions in regards to 1098-E statementsWe 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 formsThe IRS website states “If you paid $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 $Our records indicate a 1098-E statement has only been sent electronically to Mr [redacted] dating back to The total amount of interest paid in would be reflected on his February billing statementMr [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 ###-###-####
When the borrower’s account was received at Heartland ECSI,the account was already past due, showing a total balance due of $due 10/01/2014- the borrower’s fixed payment is $The address on file when ECSI receivedthe account was a Hutchinson, Kansas addressWe mailed statements and delinquencynotices to the KS address until there was a USPS skip trace completed due toreturned mail in December At that time we were updated with a Bernalillo,New Mexico addressWhen a borrower moves, it is their responsibility to updatetheir student loan servicer with new demographic informationThere were nopayments made until 12/31/2014, when a payment was made for $At thattime there was a total balance due on the account of $318.20, therefore theborrower’s payment did not bring the account currentAs of today, April 22ndthe account is currently months delinquent, but has not yet been turnedover to an outside collection agencyIn order to avoid further collectionefforts the borrower will need to bring their account current immediately, orcontact our office to discuss entitlement options
Heartland ECSI, the third party loan servicer on behalf of [redacted] , has reviewed Ms***’s account Based on this review, the following information was determinedMs***’s loan was in a grace period meaning that no payment was due until the end of the grace period On June 11, 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, On October 10, 2015, Ms [redacted] contacted our customer service department regarding her due date Additionally, based on Ms***’s request, an electronic statement was emailed with notification that the first payment would be due on November 2, Lastly, on November 11, 2015, a paper statement was mailed because of non-payment by November 1, 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*** 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 ###-###-####
To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of the [redacted] Upon review of Ms. [redacted] ’s account, the following was determined:Ms. [redacted] ’s account went into repayment status in March 2016. Her... fixed payment amount is $71.07.Her first payment was due on April 1, 2016. On April 26, 2016, we received a payment made via electronic check in the amount of $148.14. This payment was for two (2) monthly payments and included a $6.00 late fee for her April 2016 payment. This payment was rejected by her bank as they were unable to locate the account that she had entered. On May 9, 2016, a 45-day past due letter was mailed to Ms. [redacted] . On May 31, 2016, she contacted our Customer Service Department via Live Chat. She advised that she received a notice that her account was past due, however, she had already made a payment and was not paying again. We did advise her that the payment she made on April 26, 2016 was rejected by her bank because they were unable to locate the account that she had provided. On June 1, 2016, she called our Customer Service Department via toll-free phone and wanted to know why her payment was returned and she was not making the payment again. We again advised her that the payment she made on April 26, 2016 was rejected by her bank because they were unable to locate the account that she had provided. She also stated that the monies were taken from the bank account and not returned. We advised that our records did not indicate or show that information. On June 2, 2016, she called our Customer Service Department via toll-free phone and stated that we lost her payment. We again advised her that the payment she made on April 26, 2016 was rejected by her bank because they were unable to locate the account that she had provided. On June 2, 2016, we received an online payment in the amount of $71.07. However, at the time of making the payment, Ms. [redacted] ’s account was past due and she owed $251.21 which included three (3 monthly payments of $7.017 plus three (3) $6.00 late fees, plus one (1) $20.00 payment rejection fee). On June 20, 2016, Ms. [redacted] called our Customer Service Department via toll-free phone and wanted to make payment arrangements. We advised her that based on direction from the University there were no options to make payment arrangements. On June 25, 2016, we received an online payment in the amount of $155.21. This however, at the time of making the payment did not bring her account current. On July 27, 2016, we received a payment of $73.07. Again, this payment did not bring her account current. While the past due amount cannot be forgiven, on August 8, 2016, Heartland ECSI reached out to Ms. [redacted] to attempt to set up a forbearance on her account which would assist in bringing her account current. A forbearance, however, will not change any prior credit reporting. We cannot submit any correction to the credit reporting agencies. As a third party servicer, we are required to maintain the integrity of the credit information provided to the credit bureaus. Based on the Fair Credit Reporting Act (FCRA) furnishers of information are required to provide accurate information to the reporting agencies, and any adjustments made to credit report that is not warranted would compromise the integrity of the data. Upon review of Ms. [redacted] ’s account it has been determined that our records reflect accurate reporting has been supplied to the credit bureaus which show that Ms. [redacted] ’s account was 30 days past due in June of 2016. If Ms. [redacted] would like to talk with us directly, or has any other questions, she is welcome to contact our customer service team at ###-###-####. Sincerely,Scott K [redacted] Quality Assurance ManagerHeartland ECSI
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 paymentsHe said that I was incorrect and that IT at ECSI said I should not be receiving an error messageI sent the screenshotHe 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 loansThis is why I cannot set up reoccurring paymentsI believe this is a violation of my contract Regards, [redacted]
March 20, ID: [redacted] [redacted] To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of The Ohio State University We have reviewed Ms [redacted] ’s account and the payment in question The check, dated July 16, 2017, contained contradictory terms and was processed based on UCC Article Part Sub Section 3-which states “If an instrument contains contradictory terms, typewritten terms prevail over printed terms, handwritten terms prevail over both, and words prevail over numbers.” Ms [redacted] ’s statement generated August 7, 2017, for her August 25, 2017, installment included a message that indicated her account was past dueAlso, on August 15, 2017, a one (1) month delinquent letter was generated and mailed to Ms [redacted] On August 16, 2017, Heartland ECSI processed Ms [redacted] ’s payment for her August 25, 2017, installment which included the funds ($0.39) that were not able to be applied from the check written July 16, Ms [redacted] ’s account was not reported late to the credit reporting agencies, and there were not any fees assessed to her account For her records, an image of the check in question is attachedIf she 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 has reviewed the screenshot providedThe billing statements sent monthly to Ms [redacted] do reflect the proper amount currently due of $for the loans that are in repaymentAt this time our programming team is still reviewing the circumstances on Ms [redacted] 's account to determine why the online student account portal shows $as the amount dueThe $amount appears to be inclusive of the amount of $due annually for the loan that is not currently in repayment.Heartland ECSI apologizes for any confusion this causes for Ms [redacted] , and we thank her for bringing this to our attentionWe will continue to work to correct this matter, and an internal support ticket [redacted] has been created to track progressWe ask that Ms [redacted] rely on the paper statements she receives monthly until this matter is resolved
January 31, 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 Oregon We apologize for the wait time Ms [redacted] experienced while attempting to contact our officeHeartland ECSI’s contact system allows callers a callback feature to save their place in line without staying on the phoneWe have identified that callback feature was used successfully on January 25, 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***’s account and determined that she did successfully contact our office January 25, through our online chat optionDuring 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, and January 31, additional attempts to contact Ms [redacted] were madeThese calls were to ensure that Ms [redacted] was not in need of any additional assistanceEach 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]
Please note: Heartland ECSI is third party billing servicer on behalf of [redacted] Heartland ECSI must process Federal Perkins loan cancelation requests in accordance with regulations set forth be the Department of EducationOn 02/12/we received MsHess’s request for cancelation formThe form states a Stamp, seal, or letter on letterhead from their place of employment is requiredBeing that her form was not certified in one of the ways stated above we had to deny the requestWe emailed MsHess on 02/advising why it was denied and requested she provide the additional documentation to have the cancelation processedThe only record we have of MsHess contacting us is from 03/11/She spoke with one of our live chat representativesThey explained what was needed to process the cancelation and advised MsHess to fax us her employer certificationOn 03/15/we received the needed employer certification form via faxWe processed it and her Perkins loan reflects paid in full as of 03/ If any other assistance is needed MsHess may contact Tony Gump, Supervisor of customer service directly at ###-###-####
Heartland ECSI apologizes for any undue stress this incidence has causedThere was an error that triggered a percentage of students with [redacted] 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
The general basis of their statements are correct, however their calculations and application of the payments are not.I did remove my auto payment in hopes to send additional monies to be applied to principalPayments were late as they stated however they were brought into good standing plus additional checks were sent to be applied to principal only.June Payment was due 6/as stated for $Two checks were received by them on 7/10; one for $to cover the late payment, one for $to be applied to principal only (which was CLEARLY marked on the check)Rather than doing so as requested the applied it to the July payment which was not due until 7/I called and requested this be fixed and applied correctlyI was told this was done however they continue to reference a past due balance of $(June $112+July $112-$200)However if applied correctly it would be $to June and $to principal leaving the full July balance of $still dueThe same thing was then repeated for JulyTwo checks were received 8/6; one for $to cover the July payment, one for $covering principal onlyHowever this was once again not doneIt was applied to July and the August therefore leaving me with a remaining $due for the August paymentThis was not past due, it was not due until 8/When I called to have it adjusted (like the gentleman I spoke to about the June payments instructed me to do) I was told I had a past due balance of $which was untrue; that no adjustments could be made, and that additional payments were only accepted the 23rd-25th of the month! As you can see from the charges and payments received this was never the caseMy monthly payments were late as stated but there should have never been a past due balance when the checks were receivedHad payments been applied correctly it would have paid off June, applied $to principal (not to a current due balance for July), paid off July, applied $to principal and left a full payment still due for August rather than applying extra to a CURRENT not PAST due balance of AugustNowhere in this math does a $past due balance even exist$112+112=224-400=$which should have been applied to principal only with no loss of interest! Regards, Courtney ***
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] ***
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, Mr [redacted] submitted a Teacher Loan Forgiveness Forbearance Request paperwork specific to the Direct Loan and FFEL loan programThe 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, 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 necessaryRegrettably the number used had a constant busy signal during our attemptsOn April 10, Heartland ECSI representatives also attempted to reach Mr [redacted] using the email address on file of [email protected] email contained instructions with the proper paperwork attached On April 17, 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, Additional contact was attempted on April 19, utilizing Mr [redacted] alterative email and phone number of [redacted] and ###-###-#### to provide Mr [redacted] with the correct paperwork and on April 20, 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 serviceWithin Heartland ECSI’s response the same day he was informed the cancellation rate is 100%, but extends over a year period: First and second years: 15% of the original principal loan amount, plus the interest that accrued during the yearThird and fourth years: 20% of the original principal loan amount, plus the interest that accrued during the yearFifth year: 30% of the original principal loan amount, plus any interest that accrued during the yearMr [redacted] was also provided the Perkin’s loan definition of a year of service:A “year of service” consists of consecutive months of service, except for teaching service, where the borrower must teach full-time for a full academic year or its equivalentFor cancellation rates for early childhood education and volunteer service, please see the corresponding sections in this chapterHeartland 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 ###-###-####
Heartland ECSI was able to connect with Ms [redacted] the evening of December 21, 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 $installment will be due on January 10, 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
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]
Heartland ECSI formerly [redacted] is a third party servicer that currently contracts with [redacted] University to provide third-party student loan servicing for their Federal Perkins and Institutional student loan portfolios We understand the borrower’s frustrations in learning of the negative reporting to the credit bureaus I have carefully reviewed Ms [redacted] ’s loan and determined that we did not receive any returned mail from the US Postal Service (which would indicate an invalid address) nor did we received any notification from Ms [redacted] that her address on file was no longer valid until March 24, Her first payment was due on November 1, Because we did not receive address updates from the borrower in a timely manner, her billing statements were being sent to an incorrect address This resulted in her loan becoming days past due in February and days past due in March at which time it was transferred to a collection agency The Federal Perkins Promissory note states that it’s the borrower responsibility to inform the School of any change in their name, address or telephone number We contacted the borrower on November 3, in regards to the email that she sent to MrRon Farmer on October 22, During the call, the negative reporting on the borrower’s credit report was explained along with the information that based on her Federal Perkins Student Loan Promissory Note it is her responsibility to provide updates to her contact information to her school lenderI have contacted [redacted] University and the lender agrees with our review of the borrower’s loan history and has determined that no change to the credit history of her Federal Perkins Loan is warranted Any adjustments made to the borrower’s credit report that is not warranted would compromise the integrity of the dataWe will continue to report the factual credit history on Ms [redacted] ’s loan As a third party servicer, Heartland ECSI formerly [redacted] is required to maintain the integrity of the credit information provided to the three major credit bureaus The Fair Credit Reporting Act requires furnishers of this information to provide accurate information to the reporting agencies.Heartland ECSI hours of operation are from 8:00am to 8:00pm Eastern Time A borrower can speak to a live representative or they can access their account online at our website www.mycampusloan.com and review the most updated loan information We apologize for any inconvenience this may have caused the complainant.Sincerely,Carrie G [redacted] Manager Loan Operations
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 standingInformation reported to the credit agencies may take 30- days to updateAccording 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 dateOur 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 hereinShould any contact information change in the future, please reach out to Heartland ECSI and provide any updatesIf you have any additional questions or concerns please feel free to contact our Customer Service Department at [redacted]
Please Note: Heartland ECSI is a third party loan servicer for [redacted] ***On 11/01/Heartland ECSI sent a payment request to Ms [redacted] ’s bank using the information she entered online on 10/15/On 11/09/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 accountThe bank would not have a record of us attempting to draw a payment from Ms [redacted] ’s account due to the incorrect account numberThe rejected payment from Ms [redacted] ’s account added a $“returned payment” fee to her amount dueAs a third party servicer Heartland ECSI doesn’t retain any fees or interestWhen Ms [redacted] called on 11/11/our representative gave her incorrect information that resulted in a $late feeThis fee has been removed from Ms [redacted] ’s accountAll payment options are located on Heartland ECSI’s website which include and Instant E-check and an Instant credit card optionOn 12/08/we spoke with Me [redacted] and ensured all banking information was correct for her reoccurring check paymentsAdditionally she stated she was satisfied with our resolution
February 2, 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 our records reflect the activity on Ms***’s loan was reported accurately to the credit bureaus based on the payment history We have verified that no error in reporting has occurred, we will continue to report the factual credit history on her loan Ms***’s payment for her November 1, installment was rejected from her banking institution as unable to locate accountA 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]
Ms***’s loan is held by [redacted] In the end of October Heartland ECSI took over servicing these accounts from Campus PartnersOccasionally when loans transfer from one servicer to another we experience onboarding issues that we work to prevent and quickly resolveBecause of this we do not assess late fees or credit reporting for the first monthsFor Ms***'s account fee's and credit reporting would not start until 02/01/We apologize our offsite meeting inconvenienced Ms*** This is our only annual company meeting and shut down our call center for a portion of the day to ensure all of our employees attendA supervisor from our call center contacted Ms [redacted] on 12/14/For the inconvenience we waived the payment processing fee and Ms [redacted] paid her account off in full
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 apologizeOur represetentive did not clearly explain the 1098-E processWe have taken steps to ensure a manager is available to take a call when any caller requests it The representative Mr*** spoke with via live chat is with our seasonal 1098-T department and should not have answered questions in regards to 1098-E statementsWe 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 formsThe IRS website states “If you paid $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 $Our records indicate a 1098-E statement has only been sent electronically to Mr [redacted] dating back to The total amount of interest paid in would be reflected on his February billing statementMr [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 ###-###-####
When the borrower’s account was received at Heartland ECSI,the account was already past due, showing a total balance due of $due 10/01/2014- the borrower’s fixed payment is $The address on file when ECSI receivedthe account was a Hutchinson, Kansas addressWe mailed statements and delinquencynotices to the KS address until there was a USPS skip trace completed due toreturned mail in December At that time we were updated with a Bernalillo,New Mexico addressWhen a borrower moves, it is their responsibility to updatetheir student loan servicer with new demographic informationThere were nopayments made until 12/31/2014, when a payment was made for $At thattime there was a total balance due on the account of $318.20, therefore theborrower’s payment did not bring the account currentAs of today, April 22ndthe account is currently months delinquent, but has not yet been turnedover to an outside collection agencyIn order to avoid further collectionefforts the borrower will need to bring their account current immediately, orcontact our office to discuss entitlement options
Heartland ECSI, the third party loan servicer on behalf of [redacted] , has reviewed Ms***’s account Based on this review, the following information was determinedMs***’s loan was in a grace period meaning that no payment was due until the end of the grace period On June 11, 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, On October 10, 2015, Ms [redacted] contacted our customer service department regarding her due date Additionally, based on Ms***’s request, an electronic statement was emailed with notification that the first payment would be due on November 2, Lastly, on November 11, 2015, a paper statement was mailed because of non-payment by November 1, 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*** 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 ###-###-####
To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of the [redacted] Upon review of Ms. [redacted] ’s account, the following was determined:Ms. [redacted] ’s account went into repayment status in March 2016. Her... fixed payment amount is $71.07.Her first payment was due on April 1, 2016. On April 26, 2016, we received a payment made via electronic check in the amount of $148.14. This payment was for two (2) monthly payments and included a $6.00 late fee for her April 2016 payment. This payment was rejected by her bank as they were unable to locate the account that she had entered. On May 9, 2016, a 45-day past due letter was mailed to Ms. [redacted] . On May 31, 2016, she contacted our Customer Service Department via Live Chat. She advised that she received a notice that her account was past due, however, she had already made a payment and was not paying again. We did advise her that the payment she made on April 26, 2016 was rejected by her bank because they were unable to locate the account that she had provided. On June 1, 2016, she called our Customer Service Department via toll-free phone and wanted to know why her payment was returned and she was not making the payment again. We again advised her that the payment she made on April 26, 2016 was rejected by her bank because they were unable to locate the account that she had provided. She also stated that the monies were taken from the bank account and not returned. We advised that our records did not indicate or show that information. On June 2, 2016, she called our Customer Service Department via toll-free phone and stated that we lost her payment. We again advised her that the payment she made on April 26, 2016 was rejected by her bank because they were unable to locate the account that she had provided. On June 2, 2016, we received an online payment in the amount of $71.07. However, at the time of making the payment, Ms. [redacted] ’s account was past due and she owed $251.21 which included three (3 monthly payments of $7.017 plus three (3) $6.00 late fees, plus one (1) $20.00 payment rejection fee). On June 20, 2016, Ms. [redacted] called our Customer Service Department via toll-free phone and wanted to make payment arrangements. We advised her that based on direction from the University there were no options to make payment arrangements. On June 25, 2016, we received an online payment in the amount of $155.21. This however, at the time of making the payment did not bring her account current. On July 27, 2016, we received a payment of $73.07. Again, this payment did not bring her account current. While the past due amount cannot be forgiven, on August 8, 2016, Heartland ECSI reached out to Ms. [redacted] to attempt to set up a forbearance on her account which would assist in bringing her account current. A forbearance, however, will not change any prior credit reporting. We cannot submit any correction to the credit reporting agencies. As a third party servicer, we are required to maintain the integrity of the credit information provided to the credit bureaus. Based on the Fair Credit Reporting Act (FCRA) furnishers of information are required to provide accurate information to the reporting agencies, and any adjustments made to credit report that is not warranted would compromise the integrity of the data. Upon review of Ms. [redacted] ’s account it has been determined that our records reflect accurate reporting has been supplied to the credit bureaus which show that Ms. [redacted] ’s account was 30 days past due in June of 2016. If Ms. [redacted] would like to talk with us directly, or has any other questions, she is welcome to contact our customer service team at ###-###-####. Sincerely,Scott K [redacted] Quality Assurance ManagerHeartland ECSI
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 paymentsHe said that I was incorrect and that IT at ECSI said I should not be receiving an error messageI sent the screenshotHe 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 loansThis is why I cannot set up reoccurring paymentsI believe this is a violation of my contract Regards, [redacted]
March 20, ID: [redacted] [redacted] To Whom This May Concern: Heartland ECSI is the third party billing servicer for student loans on behalf of The Ohio State University We have reviewed Ms [redacted] ’s account and the payment in question The check, dated July 16, 2017, contained contradictory terms and was processed based on UCC Article Part Sub Section 3-which states “If an instrument contains contradictory terms, typewritten terms prevail over printed terms, handwritten terms prevail over both, and words prevail over numbers.” Ms [redacted] ’s statement generated August 7, 2017, for her August 25, 2017, installment included a message that indicated her account was past dueAlso, on August 15, 2017, a one (1) month delinquent letter was generated and mailed to Ms [redacted] On August 16, 2017, Heartland ECSI processed Ms [redacted] ’s payment for her August 25, 2017, installment which included the funds ($0.39) that were not able to be applied from the check written July 16, Ms [redacted] ’s account was not reported late to the credit reporting agencies, and there were not any fees assessed to her account For her records, an image of the check in question is attachedIf she 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 has reviewed the screenshot providedThe billing statements sent monthly to Ms [redacted] do reflect the proper amount currently due of $for the loans that are in repaymentAt this time our programming team is still reviewing the circumstances on Ms [redacted] 's account to determine why the online student account portal shows $as the amount dueThe $amount appears to be inclusive of the amount of $due annually for the loan that is not currently in repayment.Heartland ECSI apologizes for any confusion this causes for Ms [redacted] , and we thank her for bringing this to our attentionWe will continue to work to correct this matter, and an internal support ticket [redacted] has been created to track progressWe ask that Ms [redacted] rely on the paper statements she receives monthly until this matter is resolved
January 31, 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 Oregon We apologize for the wait time Ms [redacted] experienced while attempting to contact our officeHeartland ECSI’s contact system allows callers a callback feature to save their place in line without staying on the phoneWe have identified that callback feature was used successfully on January 25, 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***’s account and determined that she did successfully contact our office January 25, through our online chat optionDuring 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, and January 31, additional attempts to contact Ms [redacted] were madeThese calls were to ensure that Ms [redacted] was not in need of any additional assistanceEach 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]
Please note: Heartland ECSI is third party billing servicer on behalf of [redacted] Heartland ECSI must process Federal Perkins loan cancelation requests in accordance with regulations set forth be the Department of EducationOn 02/12/we received MsHess’s request for cancelation formThe form states a Stamp, seal, or letter on letterhead from their place of employment is requiredBeing that her form was not certified in one of the ways stated above we had to deny the requestWe emailed MsHess on 02/advising why it was denied and requested she provide the additional documentation to have the cancelation processedThe only record we have of MsHess contacting us is from 03/11/She spoke with one of our live chat representativesThey explained what was needed to process the cancelation and advised MsHess to fax us her employer certificationOn 03/15/we received the needed employer certification form via faxWe processed it and her Perkins loan reflects paid in full as of 03/ If any other assistance is needed MsHess may contact Tony Gump, Supervisor of customer service directly at ###-###-####
Heartland ECSI apologizes for any undue stress this incidence has causedThere was an error that triggered a percentage of students with [redacted] 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
The general basis of their statements are correct, however their calculations and application of the payments are not.I did remove my auto payment in hopes to send additional monies to be applied to principalPayments were late as they stated however they were brought into good standing plus additional checks were sent to be applied to principal only.June Payment was due 6/as stated for $Two checks were received by them on 7/10; one for $to cover the late payment, one for $to be applied to principal only (which was CLEARLY marked on the check)Rather than doing so as requested the applied it to the July payment which was not due until 7/I called and requested this be fixed and applied correctlyI was told this was done however they continue to reference a past due balance of $(June $112+July $112-$200)However if applied correctly it would be $to June and $to principal leaving the full July balance of $still dueThe same thing was then repeated for JulyTwo checks were received 8/6; one for $to cover the July payment, one for $covering principal onlyHowever this was once again not doneIt was applied to July and the August therefore leaving me with a remaining $due for the August paymentThis was not past due, it was not due until 8/When I called to have it adjusted (like the gentleman I spoke to about the June payments instructed me to do) I was told I had a past due balance of $which was untrue; that no adjustments could be made, and that additional payments were only accepted the 23rd-25th of the month! As you can see from the charges and payments received this was never the caseMy monthly payments were late as stated but there should have never been a past due balance when the checks were receivedHad payments been applied correctly it would have paid off June, applied $to principal (not to a current due balance for July), paid off July, applied $to principal and left a full payment still due for August rather than applying extra to a CURRENT not PAST due balance of AugustNowhere in this math does a $past due balance even exist$112+112=224-400=$which should have been applied to principal only with no loss of interest! Regards, Courtney ***
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] ***
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, Mr [redacted] submitted a Teacher Loan Forgiveness Forbearance Request paperwork specific to the Direct Loan and FFEL loan programThe 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, 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 necessaryRegrettably the number used had a constant busy signal during our attemptsOn April 10, Heartland ECSI representatives also attempted to reach Mr [redacted] using the email address on file of [email protected] email contained instructions with the proper paperwork attached On April 17, 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, Additional contact was attempted on April 19, utilizing Mr [redacted] alterative email and phone number of [redacted] and ###-###-#### to provide Mr [redacted] with the correct paperwork and on April 20, 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 serviceWithin Heartland ECSI’s response the same day he was informed the cancellation rate is 100%, but extends over a year period: First and second years: 15% of the original principal loan amount, plus the interest that accrued during the yearThird and fourth years: 20% of the original principal loan amount, plus the interest that accrued during the yearFifth year: 30% of the original principal loan amount, plus any interest that accrued during the yearMr [redacted] was also provided the Perkin’s loan definition of a year of service:A “year of service” consists of consecutive months of service, except for teaching service, where the borrower must teach full-time for a full academic year or its equivalentFor cancellation rates for early childhood education and volunteer service, please see the corresponding sections in this chapterHeartland 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 ###-###-####
Heartland ECSI was able to connect with Ms [redacted] the evening of December 21, 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 $installment will be due on January 10, 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
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]
Heartland ECSI formerly [redacted] is a third party servicer that currently contracts with [redacted] University to provide third-party student loan servicing for their Federal Perkins and Institutional student loan portfolios We understand the borrower’s frustrations in learning of the negative reporting to the credit bureaus I have carefully reviewed Ms [redacted] ’s loan and determined that we did not receive any returned mail from the US Postal Service (which would indicate an invalid address) nor did we received any notification from Ms [redacted] that her address on file was no longer valid until March 24, Her first payment was due on November 1, Because we did not receive address updates from the borrower in a timely manner, her billing statements were being sent to an incorrect address This resulted in her loan becoming days past due in February and days past due in March at which time it was transferred to a collection agency The Federal Perkins Promissory note states that it’s the borrower responsibility to inform the School of any change in their name, address or telephone number We contacted the borrower on November 3, in regards to the email that she sent to MrRon Farmer on October 22, During the call, the negative reporting on the borrower’s credit report was explained along with the information that based on her Federal Perkins Student Loan Promissory Note it is her responsibility to provide updates to her contact information to her school lenderI have contacted [redacted] University and the lender agrees with our review of the borrower’s loan history and has determined that no change to the credit history of her Federal Perkins Loan is warranted Any adjustments made to the borrower’s credit report that is not warranted would compromise the integrity of the dataWe will continue to report the factual credit history on Ms [redacted] ’s loan As a third party servicer, Heartland ECSI formerly [redacted] is required to maintain the integrity of the credit information provided to the three major credit bureaus The Fair Credit Reporting Act requires furnishers of this information to provide accurate information to the reporting agencies.Heartland ECSI hours of operation are from 8:00am to 8:00pm Eastern Time A borrower can speak to a live representative or they can access their account online at our website www.mycampusloan.com and review the most updated loan information We apologize for any inconvenience this may have caused the complainant.Sincerely,Carrie G [redacted] Manager Loan Operations
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 standingInformation reported to the credit agencies may take 30- days to updateAccording 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 dateOur 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 hereinShould any contact information change in the future, please reach out to Heartland ECSI and provide any updatesIf you have any additional questions or concerns please feel free to contact our Customer Service Department at [redacted]
Please Note: Heartland ECSI is a third party loan servicer for [redacted] ***On 11/01/Heartland ECSI sent a payment request to Ms [redacted] ’s bank using the information she entered online on 10/15/On 11/09/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 accountThe bank would not have a record of us attempting to draw a payment from Ms [redacted] ’s account due to the incorrect account numberThe rejected payment from Ms [redacted] ’s account added a $“returned payment” fee to her amount dueAs a third party servicer Heartland ECSI doesn’t retain any fees or interestWhen Ms [redacted] called on 11/11/our representative gave her incorrect information that resulted in a $late feeThis fee has been removed from Ms [redacted] ’s accountAll payment options are located on Heartland ECSI’s website which include and Instant E-check and an Instant credit card optionOn 12/08/we spoke with Me [redacted] and ensured all banking information was correct for her reoccurring check paymentsAdditionally she stated she was satisfied with our resolution