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E.C.S.I. Reviews (136)

Review: I am writing in reference to the mishandling of my student loans by ECSI. I received a delinquent loan notice during the week of May 19-23rd, which I immediately knew something was wrong. Every month, my bank (Charles Schwab) sends a check - I set up automatic payments - and for a little over 2 years I've never had an issue with payments. However, when I called on May 28th to resolve this matter, the first customer service representative I talked to told me that ECSI did not receive the payments since the last payment on March 25th. I wish I had the name of this representative because, please excuse my French, she was a total f'ing bh and extremely unhelpful. This representative told me that ECSI never makes mistakes and I needed to pay the late fees. Furthermore, she explained to me that there are no exceptions whatsoever. When I called my bank, Charles Schwab, they confirmed to me that ECSI indeed received the payments and withdrew from my accounts. I have received a pdf image from Charles Schwab confirming that ECSI cashed the checks on April 28, 2014 and May 22, 2014. In this pdf file, you can even see ECSI's endorsements on the checks... After this confirmation, I talked to few other customer representatives [redacted], [redacted], and [redacted] - I have to say these reps were actually great to work with) and the issue is still not resolved. On June 9, 2014, when I spoke with [redacted], she found out that my checks were somehow linked to someone else's account. [redacted] told me that I should receive a resolution to this matter by the middle of this week and I never did. When I checked my student loan account online today, I found out ECSI put me down as 2 months delinquent on my bill payments. I am extremely frustrated by ECSI's unprofessionalism, inefficiency, mismanagement, and lack of understanding. My experience with them has absolutely been the worst.Desired Settlement: I need ECSI to clean up this mess because they were threatening to report the delinquency to the credit bureau. Seriously ECSI, my payment history is good and I paid. This is their mistake and they have been sitting on their as and are not doing anything about it to fix the problem ASAP. Also, ECSI seems to have a retaliatory attitude towards the borrowers of loans. They seriously need to look their customer service policy because it has been horrendous calling them to resolve this matter.

Business

Response:

First and foremost, the supervisor of the agent that mishandled Mr [redacted] on the original call will review the call and if necessary take proper action per our internal polices. In our review of this situation, we believe we have found the issue that was causing the delay in payments being applied in a timely manner. The checks that were being sent by Charles Schwab had Mr [redacted]'s name on it but that was the only identifying piece of information. When we looked into the reason for the delay, we actually have two Samuel [redacted]'s in our system which was creating this delay. We spoke to Mr [redacted]'s school and they informed us that they will request an account number be placed on the account so no future delays will occur. The posting delay was no fault of Mr [redacted] therefore we have removed any late fees and apologize for any inconvienience caused to Mr [redacted] If we can be of any further assistance in this matter, please contact me directly at ###-###-#### Ext [redacted].

Review: I have a loan which is serviced by ECSI which I began paying the minimum balance requested - $201.53 in July of 2013. This amount is automatically deducted from my checking account on the first of the month through the auto-payment. This month (December 2014) I received a letter from ECSI stating that I was 60 days past due on my payments and that my account was being sent to collections. I contacted the company and spoke with [redacted] (supervisor) who stated that he would need to discuss this with someone else and would contact me back in 2 days. He did not do that. I called back THREE times over the subsequent week and half and each time I was given the response "There is no supervisor available to assist you at this time. I can have one call you back." THIS IS THE POOREST EXAMPLE OF CUSTOMER SERVICE I HAVE EVER EXPERIENCED!Desired Settlement: The payment which was set up by ECSI was being paid monthly by auto-pay. There is no reason why [redacted] and [redacted] are being notified that my account is in any way past-due. The payment amount has not changed in 18 months! I would like this to be fixed - my credit to be restored - and an understanding of why this even occurred. And lastly, I'd like there to be some change in the INTEGRITY of this company. When you have assured a customer that a matter would be resolved, it should be.

Business

Response:

[redacted] loan was set up on amodified payment arrangement which coincided with automatic deductions on theaccount. The modified payment arrangement was proposed due to accrued interestfrom forbearance in 2013. The arrangement that was set on the account wasremoved causing the borrower to have negative credit bureau reporting in October2013 and November 2014. This credit bureau reporting has been correct, and theaccount is now current and in good standing. Two phone calls have been made by[redacted] at [redacted] and [redacted] on 12/24/2014 – there was noanswer on both lines - voicemails were left. Also, an email was sent to [redacted]along with letterhead verifying theaccount is now current and all credit bureau reporting has been corrected togood current standing.

Consumer

Response:

I spoke with [redacted] and [redacted] from ECSI and [redacted]. It was stated by them that the matter was resolved, however, I will not be able to confirm this until everything is corrected by the credit reporting bureaus which will be next month or later. I was very clear with them that I would be in contact with them again if the reporting was not corrected in a timely fashion.

Regards,

Review: On 3/30/14 I filed the following complaint through the company's online complaint system.I have been in contact with your company numerous times regarding my missed payment. A representative from my bank has also been in contact with your company to provide an electronic record of my payment that you did not "receive". I am ahead on my payments and want my late fee credited to my account. I also want any fees you are about to charge me for making a payment online restored to my account as well. I have used the same method of payment for the entire length of my history with your company and am not sure how you have managed to misplace my payment. A telephone representative from your company also informed me that the address provided for me to send payments to is not even your address. I would like this rectified as well. I have asked that a supervisor contact me regarding this issue and am disappointed that ECSI does not have enough help available for one to respond to me. I will be in contact with my school regarding these issues. ECSI has yet to rectify my complaint and has not had a supervisor available to speak with on any of the occasions I have tried to contact them by telephone. I made a payment using my online banking on 1/30/14 that ECSI claims they never received. I am ahead of my repayment plan. However, ECSI charged me additional fees because they claim the payment never reached their offices. I want my fees refunded.Desired Settlement: I want the two $12.30 late fees (total $24.60) refunded to my account as I made every reasonable effort to make my payment in full and on time. Additionally, I have provided evidence of such efforts to ECSI staff.

Business

Response:

First, I would like to apologize that no one from our team had contacted Ms [redacted] regarding this matter. After completing a review of Ms [redacted]'s account the payments being sent by her bank were actually being sent to West Virginia University directly and not ECSI. When payments are received by the Universities, they will notify ECSI to post these payments to the borrowers account. Because the University never received the payment ECSI was never notified to post the missing payment to Ms [redacted]s account. Ms [redacted] has always kept up with her payments and has a good record of always meeting her obligation regarding this loan. Ms [redacted] has stopped payment on the check she sent to the university and has since made a payment through ECSI’s Direct Payment system. Because of her payment history record ECSI has credited the two late fees on her account as well as the $2.00 fee she was charged for the instant echeck fee she made on the account to her principal balance, as a courtesy. We tried to contact Ms [redacted] via telephone but was unable to reach her. We did send an e-mail explaining what actions we did take on her account. If we can be of further assistance in this matter, please do not hesitate to contact me directly

Review: I have a Perkins Loan through [redacted] University in [redacted], that is currently in repayment. [redacted] University uses a third party processor for its loan services, Heartland ECSI. In recent months, ECSI has falsely reported that my payments on my Perkins Loan account have been late and has assessed me late fees and other service fees. In all, this has added up to $43.00 in unauthorized fees. I have reported this issue to [redacted] University, but to no relief and with no response.Desired Settlement: I request Heartland ECSI stop contacting me regarding "late" payments when my payments are on time. In addition, I would like to request any negative credit reporting be reversed. Lastly, I would like a refund or credit of the $43.00 in service and late fees.

Business

Response:

The customer ([redacted]) has a Perkins loan through [redacted]University. This loan is due $40.00 on the 1st of every month. Ifpayment received after the due date, the account is susceptible to additionalfees and interest charge, charged by the client, [redacted] University. HeartlandECSI is the billing provider and payment processor for [redacted] University.In review of the customer’s account:Payment of $40.00 was due 7/1/2015 – but payment was notmade until 7/15/2015. Because the payment was late, a $5.00 late fee wasassessed. Payment on 7/15/2015 was made in the amount of $85.00 to cover the Julyand August bill, along with the $5.00 late fee. Payment of $40.00 was due 10/1/2015 – payment was not madeuntil 10/15/2015. Because the payment was late, a $5.00 late fee was assessed.Payment on 10/15/2015 was made in the amount of $40.00. Leaving a remaining balancedue on the account of $5.00 for the late fee.Payment of $45.00 was due 11/1/2015 (including the late feefrom October). There was no payment made in November, an additional $5.00 latefee was assessed. In effort to collect payment on the delinquent balance therewas a letter and phone call made to the borrower, assessing an additional $4.00in fees. Payment of $90.00 was due 12/1/2015 (including $5 late feefrom October, $5 late fee from November, November’s monthly payment andDecember’s monthly payment). Payment of $40.00 was made on 12/1/2015, but thatwas not enough to cover the total due for December. There was $50 remaining dueon the account. In an effort to collect payment on the delinquent balance therewas a letter and phone call made to the borrower, assessing an additional $4.00in fees. Plus there was an additional $5.00 late fee assessed.The account was reported at 30 days past due on the last day of December.Payment of $102.00 was due 1/1/2015 (including $40 forJanuary, the remaining $50 due from December, $8.00 in late fees and $4.00 in delinquentphone call and letter fees). Payment of $102.00 was made 1/2/2015. Due toadditional collection fees ($4.00) being assessed after the January bill hadbeen generated on 12/10/2015, the account continued to remain delinquent afterthe January payment was made. Any fee’s assessed after the January payment was made havebeen waived as a courtesy, as the borrower did pay what they were billed forJanuary. This includes $12.00 in phone call and letter fees. The customer’saccount is now current, next due will be $40.00 on 5/1/2015. All fees paid totaling$31.00, and negative credit bureau reporting is valid due to late/non-payment.

Review: I have kept my account current. Payments are due the first of the month. I made my February payment on January 6, 2015. I received my February bill and it showed the payment was credited to principal only and was not counted as a monthly payment. I was assessed a late fee in addition to the payment amount. I called and was able to have the late fee waived and was informed the payment would be credited appropriately. I made my March payment on February 18th and just received a bill showing the account is late (the payment from January 6th was still not correctly applied to my account) A new late fee has been assessed along with a delinquent notice to the credit bureau. I would greatly appreciate your help in resolving this matter and having the late fee again reversed along with the the notice to the credit bureau rescinded. I have since made a payment for April and an additional payment for January to try to correct their computing error.Sincerely[redacted]Desired Settlement: Refund of late fee on the account and delinquent notice to the credit bureau rescinded.

Business

Response:

Heartland ECSI is the servicer/processor for University of[redacted]. Any fees or credit bureau reporting requests would be handleddirectly by the client (University of [redacted]), per the client’s request. Inreview of the borrower’s account, [redacted] contacted the client (University of[redacted]) on 3/17/2015 and all fees were removed by the client (University of[redacted]), and no negative credit bureau reporting has taken place. Should theborrower have any additional concerns regarding this matter, they should directtheir request to the University of [redacted].

Review: Since ECSI has been servicing my account I have had nothing but problems that all stem from processes specifically designed to draw more revenue to the company by unethical means from students.For example: The website is designed in such a way that verbiage is not explicit, contains legal jargon and is not easily understood by average consumers. Furthermore, when attempting to make payments, the website does not make it clear that payments have been made and often is set up to make it so that students who attempt to make payments are unable to do so, thus incurring late fees and other charges.Additionally, the paper statements received in the mail do not reflect amounts that are displayed in the website. If one looks at their 'Current Due' on the website, it does not reflect any amounts that are 'Past Due', and thus if one makes a payment in the amount showing, a consumer is likely to owe additional amounts that are not explicitly shown on the web page. The paper statements show different amounts.Even despite a student making payments, if a student does not make sufficient payments, the organization will send a '60 DAYS DELINQUENT - FINAL DEMAND' notice as if the student has not made ANY payments at all -- despite that the system shows that the 'Current Due' is '$0.00'When I brought the issue to the attention of ECSI (Supervisor - [redacted]) he merely stated that I have been making payments on my interest and he made no attempt to resolve issues with my past late fees as a result of the confusing billing system in place.I have an outstanding trouble ticket in place TT#: [redacted] which has yet to be resolved.Desired Settlement: I would like all of my late fees refunded and credited to my account.

Business

Response:

I would like to address each of the concerns brought up in Mr [redacted]'s complaint. The comments regarding our website has been reviewed and we have made some changes over the past few months and other changes are in the process to hopefully address some of this borrowers concerns. When our lead spoke with Mr [redacted] he did explain where he can see the payment history and how it will show if he has scheduled payments each month so hopefully this helped with this understanding. The differences in the paper statements and website may have been caused because payments will post to the website but may have been made after the paper statement was created. Also, schools will sometimes charge additional fees for phone calls made or letters created that may post after the paper statements are created but our website will have an update on. The comment about a current due reading zero may be when our borrowers are in a deferment period or forbearance period. Not sure if this was the case with Mr [redacted] or not but would be one example. During our conversation our lead also explained when his payments are due each month, that his account was now current and when to make payments to avoid future late fees on the account. We hope that through our conversation we have given Mr [redacted] a better understanding of his account for him. Also, we requested and received approval from Mr [redacted] school to waive all late fees $50.91 and a $3.00 phone fee based the confusion with the billing. If we can be of any further assistance please do not hesitate to contact me directly at ###-###-####

Review: ECSI follows a collecting policy that is un-ethical. Over many years I have faithfully paid monthly payments on a student loand from the University of Miami (formerly known as the Perkins loan). However, about 1 year ago and recently I forgot to pay my monthly payment. I travel a lot on business and somethimes I don't see my bills until I come back. I wss notified of my late payment and I immediately paid it. However, around the same time in both instances I got notification from the Experian credit agency that there has been a negative reporting on my credit report. The negative reported in both cases was done by ECSI.There was not need for ECSI to punish me so severely for missing a payment by reporting me immediately to the credit agency. I have always paid my payments.This actually brings a lot of sadness to me because I am a good supporter of the University of Miami and my daughter actually goes there now and I contribute finacially to the university. This is in my opinion unethical to do This complaint will also be reported to the University of Miami.Desired Settlement: ECSI should remove their negative reporting on the Experian credit agency and should make an effort to always notify me first of any pending action.

Business

Response:

In reviewing Mr [redacted]'s account I see that the bill due Jun 1st was paid on Jun 28th. The following bill due Jul 1st was not paid until Aug 6th. Miami University does report to the credit bureaus any payment late after 30 days. In Mr [redacted]'s case, Jul 31st was the 30th day therefore Miami University reports at that point. I also see notes on this account from contacts at Miami University where Mr [redacted] sent them a letter disputing University of Miami reporting him late. Because Mr [redacted]'s was not disputing his late status, the University responded that the late payment reporting to the credit bureau would not be removed. Note on the account states "Emailed an mailed response letter to borrower. Advised borrower credit reporting is accurate and per Federal regulations borrower never reached past 90 days in order to be contacted." ECSI only follows credit bureau reporting practices based on contractual agreements with each University. Any removal of reporting can only be authorized by the schools. ECSI does not have the authority to remove any reporting without school consent.

Please let me know if you have any questions or need further information.

Review: This company refuses to provide balance sheets of payment history, accurate billing & account information that would reveal what actual payment activity has actually occurred. Any basic accounting could and would reveal how the math is computed and added up. ECSI does not have a balance sheet that can explain its accounting. It adds on fees that are can't be explained even by their management or employees. The simple truth is numbers don't lie, so why can't they provide a balance sheet that would reveal what activity has actually occurred. My account has numerous fees that can't be understood or explained with where they came from or what they mean. Whenever I talk to a manager, they give me excuses that they'll need to look into the matter further, but they never respond with results. I believe this company is fraudulently creating fees to earn them more profits. I've made many requests for more transparency in their accounting.Desired Settlement: Please provide clear accounting that is readable and can be understood by your employees, management and most importantly your customers. A transparent balance sheet is honestly really simple. Numbers are numbers, show where they come from and how they're added up. If you tack on a fee, give an explanation for what its for. "Other Fee" has no meaning, not even their management can explain where those come from or why.

Business

Response:

Any payment made outside of the monthly due date of the 1stof the month is subject to fees (late, collection, due diligence letter, duediligence phone calls). In addition, should any payments be returned due to insufficientfunds or inability to locate an account, an NSF fee could also be assessed. All borrowershave the ability to view account transactions or account details through theironline account at www.borrowers.ecsi.net.In review of [redacted]’s account, there was a requestsubmitted to have the $80.00 payment made 3/10/2015 applied toward the Marchand April, instead of having the additional monies applied toward principal. Ihave reviewed the adjustment and waived the $1 late fee and $3 phone feeassessed due the adjustment taking place after the April bill had beengenerated. The account is now showing current with an amount due of $40.00 on6/1/2015.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me at this time under the precaution that ECSI's new website will resolve the issues of my complaint.

Review: ECSI claims that payment for my Tuition Payment Plan has not gone through due to issues with my bank (direct debit from my [redacted]). Although they can confirm that they have/had the correct routing and account numbers, the payment was unable to be processed. I set up a conference call between [redacted] and ECSI and, my bank said that no attempt was made to retrieve the payment and, there was plenty of money in the account. Note that I have used this very same account two other semesters for this same billing plan and this same company. They charged me a $15 fee for non payment and added this to my amount owed but said they could "reset" my account to ensure this would not happen in the future. I agreed to have the account reset but, the next payment was also declined and I was charged another $15 fee. After this, I changed my payment to a different checking account to avoid this issue. This payment was also not processed and I have been charged more fees to the total of $60.00 plus convenience fees.

A manager was supposed to contact me about this and still has not. The ticket info and people contacted are below.

Contact dates and Info are:

([redacted])

Conference call with [redacted] and ECSI. ECSI has correct acct and rout #’’s. [redacted] shows no requested Payment.

20Jan2015

[redacted] (girl)

22 Jan 2015

Ticket#-[redacted]

[redacted] - ext [redacted]

25Feb 2015

9:45AM

[redacted]-Female (Manager)

Ticket #(new) - [redacted]

3/3/2015-

[redacted] -she cant pull up ticket since its a supervisor callback ticket

payment was rejected due to incorrect account number again, on a different account!Desired Settlement: Adjust my account to the original $3084.00 financed and credit me for the payment "convenience fees".

Business

Response:

In review of the student’s account, any returned payments were due to the student providing or entering an invalid checking account number. On 3/6/2015 it was determined during a 3-way call with the student, his financial institution and a Heartland ECSI representative, that the student had provided incorrect checking account information. The returned payments were not a result of a processing error on behalf of Heartland ECSI. Therefore, when the payment was submitted to the bank associated with the provided routing number, the payment was then returned due to an ‘invalid account number’. The student was then assessed NSF fees by [redacted] for the returned payments. Any 'convenience fees’ assessed during the processing of the original payments, prior to being returned, was never actually paid because the payment was not accepted.

Consumer

Response:

The account and rounting numbers are/were correct (I have used this account for the past two semesters), and the fees of $15 per rejection have been added to my balance due. After another hour long 3-way call with the bank and Heartland ECSI, it has been determined either ECSI changed the format of their electronic file submission to the bank or, the bank changed the way they import the file. Because an online payment submitted through the ECSI website cleared the bank but, payment submitted by ECSI to my bank fails, it is unclear which end the error occurred. Finally, a payment has gone through that ECSI submitted and, my bank, being the nice folks they are, credited me for the fees I was charged by ECSI. It looks like this matter has been resolved.

Review: My Perkins Loan remained in forbearance from the end of my grace period in 2010 until May 2013. I received a statement in mid-April 2013 stating that payments would be due at which time I completed the forbearance paperwork as I had done the three years before and called to ensure that I was faxing this to the correct fax number. In early June I received another statement from ECSI stating that I was now 30 days past due. I called and spoke to a woman specifically asking if my forbearance paperwork had been received. She ensured me that I did have forbearance and this would not reflect poorly on my credit. I asked that something be sent to me to confirm that I wasnt past due. Approximately one week later (mid-June), I received another statement saying that I was past due 30 Days. This, of course, prompted another phone call. At this point I was told that the forbearance paperwork had not actually been received and that I should resend it, but that I had some time for them to process it so that my credit would not be affected. I faxed AND mailed the paperwork, hoping this would be more secure. One week later, I had not received communication from your company of receipt of this paperwork so I called back. I was told that they had not received the forbearance paperwork (via fax or mail) and that it wouldnt matter either way because I could only be in forbearance thirty-six months and that had been exhausted. This, of course was infuriating. I asked to speak to a supervisor. He confirmed that I would not qualify for forbearance but that I may qualify for economic hardship and should submit the same paperwork again to apply. He supplied an email address so I sent it. I was not contacted again about this loan and had to call back to find that I had been denied economic hardship. When I receive paperwork stating that my forbearance period has ended, I immediately respond with appropriately. When I call to speak to your representative, I expect to be provided with accurate information about my acct.Desired Settlement: Improved customer serviceService representatives who care about their jobs - and care about providing the best service to each callerImproved communication dealing with forbearance/deferment maximums so that customers know in advance when they will have to begin repayment

Business

Response:

I reviewed the notes on [redacted] account. I see where she called in on June 11th at which time she spoke to one of our agents about the status of her account. Dr. [redacted]’s forbearance had ended 5/2013 which would make a payment due May 1st. The agent she spoke to was one of our newer agents (less than 90 days) who thought the forbearance was good through the date of the forbearance not realizing that the borrower actually owes as of the first of the month that the system shows the forbearance ends. Clearly a mistake on the agents part. A second call was noted on June 18th at which time our agent told Dr. [redacted] that the forbearance had ended and payments were due immediately. There was also a note that no other forbearance paperwork had been received. Dr [redacted] did ask a supervisor to review the first call which was completed. After reviewing that call, on June 21st a supervisor did attempt to call Dr [redacted] and noted on the account that he left a message that the forbearance had ended and her fixed monthly payments must be made again. When Dr [redacted] called in on June 25th the agent stated that no additional forbearance could be filed because she had received the maximum amount of time of 36 months of forbearances. Dr [redacted] requested to speak with a supervisor which she did and the supervisor explained the maximum time for forbearances and mentioned an economic hardship deferment as an option. There was forbearance paperwork received on June 26th but was denied based on Federal Regulations on maximum time allotted for forbearances. On June 28th Dr [redacted] requested to speak with the supervisor she spoke too on June 25th. The supervisor acknowledged the incorrect information given on the original call on June 11th and made the necessary adjustments to her account so payments could begin July 1st with no negative impact to her credit reporting. The agent who provided the incorrect information on June 11th has been coached through the call and the proper dates to explain for both forbearances and deferments. ECSI is also going through a training phase where all the training material has been reviewed, updated where necessary and all agent, team leads, and supervisors will be going through the entire training program again over the next 90 days. This has been put in place as a proactive approach for consistency in service to our borrowers. If I can be of any further assistance please do not hesitate to contact me.

Review: Hello,I would like to express my concern about the security practices of Heartland Payment Systems, or Educational Computer Systems, Inc. (ecsi.net). As an account holder, I find two things very troubling. First, my online account number is my SSN. Second, my online account password is stored as plaintext in their database. I recently learned about this since I forgot my online password. In order to retrieve my password, I only had to provide my full name, last four digits of my SSN, my DOB, and my ZIP code. I was then presented with my password in plaintext. How come the passwords are not encrypted? Given the sensitivity of the data collected (student loan data) and store (which includes my personal banking information), I do not feel comfortable maintaining an online account with ecsi.net. I do not feel comfortable holding any account at all. Website SSL certificates and HTML password fields are not enough. Thank you.Desired Settlement: n/a

Business

Response:

I confirmed with our IT department on this response.

We do not store the passwords in plain text as they are encrypted when at rest. The retrieve my password process does provide the user their password in plain text after they provide the appropriate information.

Review: My Perkins loans from medical school are financed through ECSI. Since 5/2010, my monthly payment has come out of my account via direct withdrawal. I have since moved away from where I attended medical school, and at the end of March tried to change my withdrawal to my local accounts.

I apparently put in my account number wrong, and the payment was rejected, with a $20 late fee. I get that, that's totally on me, it's my fault.

I then went on the website on 4/8/15, when I had been notified my payment was not made, to update my information and schedule a payment for 4/10 for the total due of $215 ($195 +$20 late fee). Shortly thereafter (and which I didn't realize until 2 days later) I got two emails, one saying my scheduled payment was deleted, and one saying there were insufficient funds in my account (which weren't even to be drawn until 2 days later). I did not delete the payment nor were there insufficient funds in my account.

I received an email immediately after scheduling my payment on 4/8/15 stating I had scheduled my payment.

I spoke with two different customer service agents today (4/13/15), one via chat, and one on the phone. Both said they couldn't see that I ever scheduled a payment. I sent them both the email showing I clearly scheduled my payment. The chat representative kept arguing with me.... I told her repeatedly I didn't delete the payment, and she said, "we didn't either." I can't believe their system wouldn't keep a log of who does what. It is also suspicious that I got two contradicting emails (one saying payment was deleted, one saying insufficient funds on a day it wasn't even supposed to draw).

I requested they respectfully refund the $10 late fee as it was not my fault and they would not do so. I can certainly afford the $10, but to me it's the principle of the thing. I made my best effort to pay my bill, and because something is wrong with their computer system, it didn't get paid, and then I get rude customer service on top of it.Desired Settlement: I would appreciate an apology, restoration of the $10 late fee (note I am not asking for the $20 from putting my account number in wrong, that's on me), the $1.95 convenience fee I had to pay today to pay my loan, and investigation into your computer system.

Business

Response:

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 number. As a safety feature,the system will them remove any ACH set up on the account to avoid the paymentpulling from the same incorrect account again. It was simply a matter of badtiming between when the system ran the ACH removal, and when the borrowerscheduled their new ACH transaction. We apologize for the inconvenience and have receivedapproval from [redacted] to waive the $10.00 late fee. The$1.95 processing fee cannot be waived from the loan, as it was assessed as partof processing an instant payment.

Review: I paid off my student loan with ECSI on 11/4/2014. To date, I have a credit balance on the account. Since I've closed my account I have not received any correspondence related to the account (i.e., account closure letter or credit balance)and the account is still on my credit report. I've worked very hard to pay off my student loan debt. I want this issue resolved immediately.Desired Settlement: I would like a refund of any monies due to me and written confirmation that my account is now closed and has been reported to the three credit bureaus.

Business

Response:

Heartland ECSI is the third party billing servicer and payment processor on behalf of [redacted]

[redacted]- [redacted]'s Perkins loan. All credit balances and paid-in-full letterswould be produced by CUNY. Heartland ECSI has not been contracted to providesuch services for said client. We regret not being able to provide any additionalhelp in this matter.

Review: I have been trying for months to have someone at ECSI send me the loan documents with the amount, maturity date, number of payments, etc on a loan I have been paying on since 1991. Nobody at ECSI will do anything, but continue to bill me on this 24 year old loan. I received a piece of paper a few weeks ago with nothing more than my signature on it. Since then all communication has stopped on their side. I am disputing the terms of this loan. There is no way a loan can have this long of a payment. What I remember signing back in 1987 was a note for 120 months. That is 10 years. I have more than doubled that time. I know the amount owned is a small one. But, I have never dealt with a company that refuses to provide legitimate loan document that you are paying money to. Can you pleas look into this and let me know what is going on with this company. I really need to review the documents in case I have overpaid. Someone has made a terrible mistake and nobody seems to know anything about it. Regards,[redacted]school code: [redacted]Desired Settlement: Provide loan document on a 24 year old loan with the terms, amount, number of payments, interest rate, maturity date, and etc. Provide a refund of overpayment due to negligence, or loan doucments being prepared incorrectly.

Business

Response:

In reviewing Mr [redacted]'s loan account it was discovered that his monthly billing amount was set at $5.13 per month versus the normal monthly payment of $40 per month. The amount of the original loan was $1200. Based on a 10 year repayment plan (normal for Federal perkins loan) this loan should have been paid off at the 10 year point. The total interest would have been $84.00. When this error was discovered ECSI contacted Northern Kentucky University to explain the error and request how they would like us to proceed with the account. Because this loan was set up incorrectly Mr [redacted] has paid a total of $1,165.52 in interest. ECSI has used the overpayment to clear the remaining principle balance of $583.96 in full. Mr [redacted] will receive a paid in full letter with 30-60 days. Also, Northern Kentucky University confirmed that they will be returning the remaining $497.56 back to Mr [redacted] by the end of the week. This was clearly a mistake on ECSI/Northern Kentucky University part. We apologize for the error and have taken steps to correct this within our company and have worked on Mr [redacted]'s behalf with Northern Kentucky University. If we can be of further assistance, please do not hesitate to contact me at ###-###-####

Consumer

Response:

I feel that the "LOAN CONTRACT" called for a 10 year repayment. I have been paying over 24 years and have attempted on many many times to get ECSI to resolve the issue over the last 14 years and they have denied any and all requests. I feel that "ALL" money paid after the contract ended after 10 years needs to be returned. They kept billing me and refused to stop no matter what I tried. They took money without a legal binding contract and refused to do anything to address this issue for 14 years. It was not "MY" fault that ECSI and Northern Kentucky University with all their resources could NOT get a simple loan amortization correct. By law, the contract called for 10 years of payments. All the rest is due me.

Regards,

Business

Response:

In reviewing Mr [redacted]'s loan account it was discovered that his monthly billing amount was set at $5.13 per month versus the normal monthly payment of $40 per month. The amount of the original loan was $1200. Based on a 10 year repayment plan (normal for Federal perkins loan) this loan should have been paid off at the 10 year point. The total interest would have been $84.00. When this error was discovered ECSI contacted Northern Kentucky University to explain the error and request how they would like us to proceed with the account. Because this loan was set up incorrectly Mr [redacted] has paid a total of $1,165.52 in interest. ECSI has used the overpayment to clear the remaining principle balance of $583.96 in full. Mr [redacted] will receive a paid in full letter with 30-60 days. Also, Northern Kentucky University confirmed that they will be returning the remaining $497.56 back to Mr [redacted] by the end of the week. I understand that Mr [redacted] feels that he had a 10 year repayment plan but it was at $40 per month not the $5.13 he was paying. This is a federal loan and cannot be cleared because the repayment was set up incorrectly. The promissory note signed by Mr [redacted] had terms of monthly payments of $40 per month so the terms of the promissory note were not followed. There was still a requirement to pay the full $1200 loan balance.

Consumer

Response:

They have no legal claim on the funds past the 10 year repayment plan that I signed. It doesn't matter that they made a huge mistake with all of their resources. I tried for over 10 years to get to the bottom of what happened, and still to this day, they refused to even send a promissory note signed by me, or the total amounts paid over the years. They strong armed me into paying after their legal contract ending more than 14 years ago. My rights were violated and I want compensation, plus any money paid to ECSI after the contract ended in 2002 is due me. I reject anything these people say. They have done absolutely nothing in 24 years to fix the problem. They have done about it for 24 years. Why wasn't something done when it was brought to their attention. Because they cannot supply the original promissory note, I don't even know that I owed them a dime. I am request a full refund of all monies paid until a note is furnished.

Review: A couple weeks ago, I went to log in to Heartland ECSI to access my account and loan payoff amount, as I intend to pay off my loan within the next couple months. I finally get all of my information correct, and I get a page that says "this page is currently unavailable for your school." I have been able to log in before, so I was just thinking it might be down for maintenance. I tried the following day to log in and still couldn't. I emailed them through their contact us page and never got a response. A few days later (it says they will respond in 2-3 business days), as I had not received a response, I tried again. Same error message. Sent another email. A few days later, I sent another email through a different link, still no response! Then again, on September 26th, I sent a 4th email...waiting on a response from that since they have until October 1st. However, I am most upset that I have received NO communication effort from them. Their motto is "Customer service never rests." What a lie!Desired Settlement: I want this company to fix this issue with their system so that people can log in. I also would like a response as to why they can't send a simple email even saying that they are trying to fix the problem. If no communication happens, then they won't get the rest of their money because this matter will go to the courts because they are frauding people!

Consumer

Response:

I recently submitted a complaint about Heartland ECSI. Today, I received a phone call and later an email from them (finally). I was told the situation and that they don't have the information I need, I need to go to my school to get that. Which is all I needed to know. This complaint can be closed now as I have gotten a response. I can't believe it had to come to me complaining, but at least it's taken care of now. Thank you.

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Description: PAYMENT PROCESSING SERVICE, BILLING SERVICE, BUSINESS CONSULTANTS

Address: 100 Global View Drive  Suite 800, Warrendale, Pennsylvania, United States, 15086

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