Heartland ECSI is the third party billing servicer for student accounts on behalf of [redacted] We have reviewed Mr [redacted] ’s [redacted] account which was sent to Heartland ECSI for billing services in March with fixed payments due the 1st of each month in the amount of $Each payment is due prior to the 10th of each month If it is not received by the 10th of the month it is considered to be a lateMr [redacted] ’s account is on a payment plan which means that each payment not received on or before the 10th of each month counts as a month behind regardless of extra payments Mr [redacted] inquired as to the reasoning his bill indicates that he presently shows as days past dueAccording to our records Mr [redacted] ’s monthly payment was received after the 10th of the month five (5) times: (1) September 11, 2015, (2) January 11, 2016, (3) April 14, 2016, (4) July 11, 2016, and (5) August 12, Since these payments were received after the 10th of the month, the aging on the account increased by days each time after his initial late payment Please note that the account type is not reported to any credit bureausOn each of the dates listed above where the payment was received after the 10th of the month Mr [redacted] ’s account was charged a late fee of $(set by the University) which was contained in the promissory note signed by Mr [redacted] These five (5) late fees total $After speaking with Mr [redacted] on November 18, 2016, Heartland ECSI reached out to [redacted] University to re-evaluate Mr [redacted] ’s account and the late fees charged [redacted] University agreed to waive the late fees for three (3) of the late payments as these payments were received on the 11th of the month The $adjustment has been applied to Mr [redacted] ’s accountThe promissory note signed by Mr [redacted] also contained language that he agreed to pay a monthly statement fee for each month in addition to his principal balance until the payment plan has been satisfiedThe monthly statement fee on Mr [redacted] ’s account is $each monthHeartland ECSI has generated bills for Mr [redacted] ’s payment plan account which is $On November 29, a customer service advocate attempted to contact Mr [redacted] to discuss the results of our research and [redacted] University’s agreement to waive some of his late feesThe original amount of the Mr [redacted] ’s payment plan account was $1,The payments received to date have covered the remaining $in late fees, and $in monthly statement feesMr [redacted] ’s final payment of $will pay his account in full by applying $to principal and $for the final monthly statement feeIf you have any additional questions or concerns please feel free to contact our Customer Service Department at ###-###-####
The [redacted] is currently transferring to a new servicing system under Heartland ECSI During this transitional period, a loan is unavailable to accessTo ensure that you are in no way penalized for the servicing transition a day grace period is instituted once the conversion is completedDuring this time no late fees are assessed and credit bureau reporting is placed on holdAnytime a representative is not able to de-escalate a student or borrower’s issue our policy is to fulfil all requests to speak with a member of management immediatelyWe have reviewed your call with our representative from May 4thAt the beginning of the call you requested information regarding automatic reoccurring payments setup with the previous servicerOur representative advised that we do not have access to [redacted] ’s accounts until the conversion is complete and being that automatic reoccurring payments do not transfer to our system you would need to contact the previous servicing department for assistanceWhen a supervisor was requested our representative stated, a supervisor would not have additional information regarding this type of issueShe let you know about the accounts day grace period then reiterated that we will not have access to your account until conversion is completeYou thanked our associate and ended the callWe understand how stressful managing multiple student loans can be for students and borrowers; it is our goal to make transitions such as these as seamless as possibleTony G***, a supervisor in our customer service department attempted to contact you by phone and left a message with his contact informationIf you need any other assistance you may contact him directly at ###-###-####
While we do generate Paid in Full letters on behalf of our client Mississippi [redacted] , our agents are trained to advise all borrowers that these letters can take to days to arriveThis timeframe ensures that our records are correct, our client (the borrower’s school) has received the funds, and the account is truly paid in fullOur records show that the borrower contacted us times: 05/06, 05/12, and 06/and was advised of the date rangeBorrower was also advised of alternatives to the paid in full letter to prove account has a zero balanceWith that being said, we are now able to honor ** [redacted] ’s request to send her a paid in full letter this week (as over days have passed.)
Please note: Heartland ECSI is third party loan servicer on behalf of [redacted] On January 7th Ms [redacted] ’s called to let us know her payments weren’t applying in the way she intended them tooWe advised Ms [redacted] ’s we would need 24hours to research the issue and contact the creditor ( [redacted] )On January 8th we reversed the negative credit reporting to reflect “current and in good standing.” We contacted Ms [redacted] on January 8th and informed her of the changeWhen this happens our procedure is to adjust the account so our system applies future payments correctly, however Ms [redacted] paid her account off in full on January 15thWe do not have a record of Ms [redacted] contacting us before January 7thIf she has any other questions regarding the above information, she should contact Tony Gump, Supervisor in our Customer Service Department, at ###-###-####, Ext***
Heartland ECSI is the third party billing servicer for student accounts on behalf of [redacted] We have reviewed Mr [redacted] ’s [redacted] account which was sent to Heartland ECSI for billing services in March with fixed payments due the 1st of each month in the amount of $Each payment is due prior to the 10th of each month If it is not received by the 10th of the month it is considered to be a lateMr [redacted] ’s account is on a payment plan which means that each payment not received on or before the 10th of each month counts as a month behind regardless of extra payments Mr [redacted] inquired as to the reasoning his bill indicates that he presently shows as days past dueAccording to our records Mr [redacted] ’s monthly payment was received after the 10th of the month five (5) times: (1) September 11, 2015, (2) January 11, 2016, (3) April 14, 2016, (4) July 11, 2016, and (5) August 12, Since these payments were received after the 10th of the month, the aging on the account increased by days each time after his initial late payment Please note that the account type is not reported to any credit bureausOn each of the dates listed above where the payment was received after the 10th of the month Mr [redacted] ’s account was charged a late fee of $(set by the University) which was contained in the promissory note signed by Mr [redacted] These five (5) late fees total $After speaking with Mr [redacted] on November 18, 2016, Heartland ECSI reached out to [redacted] University to re-evaluate Mr [redacted] ’s account and the late fees charged [redacted] University agreed to waive the late fees for three (3) of the late payments as these payments were received on the 11th of the month The $adjustment has been applied to Mr [redacted] ’s accountThe promissory note signed by Mr [redacted] also contained language that he agreed to pay a monthly statement fee for each month in addition to his principal balance until the payment plan has been satisfiedThe monthly statement fee on Mr [redacted] ’s account is $each monthHeartland ECSI has generated bills for Mr [redacted] ’s payment plan account which is $On November 29, a customer service advocate attempted to contact Mr [redacted] to discuss the results of our research and [redacted] University’s agreement to waive some of his late feesThe original amount of the Mr [redacted] ’s payment plan account was $1,The payments received to date have covered the remaining $in late fees, and $in monthly statement feesMr [redacted] ’s final payment of $will pay his account in full by applying $to principal and $for the final monthly statement feeIf you have any additional questions or concerns please feel free to contact our Customer Service Department at ###-###-####
The [redacted] is currently transferring to a new servicing system under Heartland ECSI During this transitional period, a loan is unavailable to accessTo ensure that you are in no way penalized for the servicing transition a day grace period is instituted once the conversion is completedDuring this time no late fees are assessed and credit bureau reporting is placed on holdAnytime a representative is not able to de-escalate a student or borrower’s issue our policy is to fulfil all requests to speak with a member of management immediatelyWe have reviewed your call with our representative from May 4thAt the beginning of the call you requested information regarding automatic reoccurring payments setup with the previous servicerOur representative advised that we do not have access to [redacted] ’s accounts until the conversion is complete and being that automatic reoccurring payments do not transfer to our system you would need to contact the previous servicing department for assistanceWhen a supervisor was requested our representative stated, a supervisor would not have additional information regarding this type of issueShe let you know about the accounts day grace period then reiterated that we will not have access to your account until conversion is completeYou thanked our associate and ended the callWe understand how stressful managing multiple student loans can be for students and borrowers; it is our goal to make transitions such as these as seamless as possibleTony G***, a supervisor in our customer service department attempted to contact you by phone and left a message with his contact informationIf you need any other assistance you may contact him directly at ###-###-####
While we do generate Paid in Full letters on behalf of our client Mississippi [redacted] , our agents are trained to advise all borrowers that these letters can take to days to arriveThis timeframe ensures that our records are correct, our client (the borrower’s school) has received the funds, and the account is truly paid in fullOur records show that the borrower contacted us times: 05/06, 05/12, and 06/and was advised of the date rangeBorrower was also advised of alternatives to the paid in full letter to prove account has a zero balanceWith that being said, we are now able to honor ** [redacted] ’s request to send her a paid in full letter this week (as over days have passed.)
Please note: Heartland ECSI is third party loan servicer on behalf of [redacted] On January 7th Ms [redacted] ’s called to let us know her payments weren’t applying in the way she intended them tooWe advised Ms [redacted] ’s we would need 24hours to research the issue and contact the creditor ( [redacted] )On January 8th we reversed the negative credit reporting to reflect “current and in good standing.” We contacted Ms [redacted] on January 8th and informed her of the changeWhen this happens our procedure is to adjust the account so our system applies future payments correctly, however Ms [redacted] paid her account off in full on January 15thWe do not have a record of Ms [redacted] contacting us before January 7thIf she has any other questions regarding the above information, she should contact Tony Gump, Supervisor in our Customer Service Department, at ###-###-####, Ext***