FedLoan Servicing

Complaint: [redacted]
I am rejecting this response because:This process was very disturbing.  Fedloans sent me a threatening letter and they need to be investigated more, how they are treating people, loans and the destruction of peoples lives.  I will continue to fight and resolve this issue for me and other , thousands of others that are having the same problem.  The government has to find a better company to serve people with student loans.[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I received formal response on March 1st. The letter provides a detailed month-by-month list of the eligible payments for the public loan forgiveness. Yet, there are several issues that have not been addressed by the business. When I brought these issues up with [redacted] on March 6th, I was told that the business would provide me an update on the issue. They have yet to do so. Since they have no yet resolved or explained these issues, other than informing me that they will look into them (which has been the case for several months), I am rejecting the response until the business is able to resolve or address the issue.As I indicated in my previous response, in June 2016, I paid my student loan payment in full (see attached bill). Even though I paid the full amount, the letter that the business recently sent out states that my payment was short. As I mentioned in my previous response, I have contacted the business numerous times in order to clarify this issue. Most recently, I contacted the business numerous times between 2/20 and 2/24, and spoke with three different representatives. I also spoke with [redacted] (the customer service representative that is mentioned in the business response). She noted that I was charged a lower amount because the bill was "paid ahead".Despite that I was "paid ahead", in November 2016, I received an email from the business, stating that I was delinquent by 22 days. They were unable to clarify the issue, despite numerous requests, other than telling me that I owed them $79 because my June 2016 was short. I paid this extra amount soon after I received the notice.I am confused how the June 2016 could be "paid ahead" and also short of payment, when I made the full payment in June 2016, plus an extra $79. The business has informed me that the payment will not count towards Loan Forgiveness, even though I paid more than the full amount of the bill. Until the business resolves the issue, as I originally requested, I cannot accept their response. To resolve this issue, the business could either refund the extra $79 which I was overcharged, or they count the June 2016 payment towards PLSF.Regards,
[redacted]

While we regret the concerns expressed by [redacted], we appreciate the opportunity to resolve them. Since receiving his concerns, Borrower Experience Advocate Nate has been working toward resolution. We take all concerns regarding credit reporting and customer service very seriously. Nate will...

provide [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise.
As always, please let me know if you have any questions.
Thank you,
Wilbert P[redacted] III
Borrower Experience Advocates
FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted], we appreciate the opportunity to resolve them. Since receiving his concerns, Borrower Experience Advocate Heather has been working toward resolution. We take all concerns regarding credit reporting and customer service very seriously....

Heather will provide [redacted] with a formal letter shortly, along with her direct contact information, should any additional concerns arise.
As always, please let me know if you have any questions.
Thank you,
Wilbert P[redacted]
Borrower Experience Advocates
FedLoan Servicing | PHEAA

Complaint: [redacted]
I am rejecting this response because:I originally filed a complaint, number [redacted], and Fed Loan Servicing replied to the Revdex.com but they did not respond to myself or do any action to correct the problem and the Revdex.com closed my complaint without it being resolved.I would like them to remove the late payment from my payment history and to stop their shady business practices.This is in reference to complaint [redacted] as the business never replied or addressed the issue and my complaint was closed by the Revdex.com without being resolved.
Regards,
[redacted]

While we regret the concerns included in [redacted]’s complaint, we sincerely appreciate the opportunity to resolve them. This inquiry has been assigned to a member of our Consumer Relationship Analyst Team, who is diligently researching this issue. A formal response will be sent to [redacted]...

shortly, along with our contact information, should any additional concerns arise.
Best Regards,
Consumer Relationship Analyst Team
FedLoan Servicing

While we regret the concerns expressed by [redacted], we appreciate the opportunity to resolve them. Since receiving her concerns, Borrower Experience Advocate Mikell has been working toward resolution. We take all concerns regarding billing and customer service very seriously. Mikell will...

provide [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise.
As always, please let me know if you have any questions.
Thank you,
Wilbert P[redacted] Borrower Experience Advocates
FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted], we
appreciate the opportunity to resolve them. Since receiving her concerns,
Borrower Experience Advocate Nate has been working toward resolution. We take
all concerns regarding credit reporting and customer service very
seriously....

Nate will provide [redacted] with a formal letter shortly, along with
his direct contact information, should any additional concerns arise.
As always, please let me know if you have any
questions.
Thank you,
Matt E[redacted]
Leader, Borrower Experience Advocates
FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted], we understand that Borrower Experience Advocate Nate has recently sent her a formal response addressing her concerns. She should receive our response shortly. We encourage [redacted] to contact Nate, should any additional questions or concerns arise. As always, please let me know if you have any questions.
Thank you,
Wilbert P[redacted]
Borrower Experience Advocates
FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted], we appreciate the opportunity to resolve them. Since receiving her concerns, Borrower Experience Advocate Diego has been working toward resolution. We take all concerns regarding customer service very seriously. Diego will provide [redacted]...

with a formal letter shortly, along with his direct contact information, should any additional concerns arise.
As always, please let me know if you have any questions.
Thank you,
Wilbert P[redacted]
Borrower Experience Advocates
FedLoan Servicing | PHEAA

January 18, 2018
While we regret that our last response was rejected, we sincerely appreciate the opportunity to continue to assist in resolving the concerns. Rest assured that a formal response was mailed. The formal response contained contact information for our office. If you have any additional questions or concerns, please let us know.
Best Regards,
Consumer Relationship Analyst Team
FedLoan Servicing

While we regret the concerns expressed by [redacted], we understand that a formal response was sent to him on May 30, 2017, directly addressing his concerns. This response included the direct contact information of his assigned analyst. After reviewing the response, we encourage [redacted] to reach out to his assigned analyst with any questions or concerns.
As always, please let me know if you have any questions.
Best Regards,
Consumer Relationship Analyst Team
FedLoan Servicing

While we regret the concerns included in [redacted]’ complaint, we sincerely appreciate the opportunity to resolve them. This inquiry has been assigned to a member of our Consumer Relationship Analyst Team, who is diligently researching this issue. A formal response will be sent to [redacted]...

shortly, along with our contact information, should any additional concerns arise.
Best Regards,
Consumer Relationship Analyst Team
FedLoan Servicing

While we regret the concerns expressed by [redacted],
we appreciate the opportunity to resolve them. Since receiving her concerns,
Borrower Experience Advocate Ted has been working toward resolution. We take
all concerns regarding payment issues and customer service...

very seriously. Ted
will provide [redacted] with a formal letter shortly, along with his direct
contact information, should any additional concerns arise.
 
As always, please let me know if you have any questions.
 
Thank you,
Wilbert P[redacted]
Borrower Experience Advocate, Lead
FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted], we understand that Borrower Experience Advocate Nate has been working diligently to address her concerns and will be sending a formal response to her shortly. In the meantime, we encourage [redacted] to contact Nate, should any additional questions or concerns arise. As always, please let me know if you have any questions.
Thank you,
Wilbert P[redacted]
Borrower Experience Advocates
FedLoan Servicing | PHEAA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: one I'm a male. The complaint even says mr. Not ms. Second fed loans has taken no accountability for their actions. Their representatives who handle inbound customer inquiries are obviously not trained and lack the correct knowledge on how to properly handle and resolve the calls. I'm currently still waiting on my account to reflect the correct amount due each month. The whole process was a nightmare. I've never had such a difficult time trying to repay a debt 
Regards,
[redacted]

While we regret the concerns expressed by [redacted], we appreciate the opportunity to resolve them. Since receiving his concerns, Borrower Experience Advocate Heather has been working toward resolution. We take all concerns regarding billing and customer service very seriously. Heather will provide...

[redacted] with a formal letter shortly, along with her direct contact information, should any additional concerns arise.
As always, please let me know if you have any questions.
Thank you,
Wilbert P[redacted]
Borrower Experience Advocates
FedLoan Servicing | PHEAA

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

While we regret the concerns expressed by [redacted],
we appreciate the opportunity to resolve them. Since receiving her concerns,
Borrower Experience Advocate Jared has been working toward resolution. We take
all concerns regarding billing issues and customer service very seriously....

Jared
will provide [redacted] with a formal letter shortly, along with his direct
contact information, should any additional concerns arise.
 
As always, please let me know if you have any questions.
 
Thank you,  
Wilbert P[redacted]
Borrower Experience Advocate, Lead
FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted], we appreciate the opportunity to resolve them. Since receiving her concerns, Borrower Experience Advocate Ted has been working toward resolution. We take all concerns regarding Public Service Loan Forgiveness and customer service very seriously....

Ted will provide [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise.
As always, please let me know if you have any questions.
Thank you,
Wilbert P[redacted] III
Borrower Experience Advocates
FedLoan Servicing | PHEAA