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

Borrower Experience Advocate Nate has attempted to contact [redacted] and we regret that his attempt was not successful. Nate left a message for [redacted] that contains his direct contact information. We encourage her to reach out to her assigned Advocate for any questions she may have. A formal response will be sent to [redacted] shortly, directly addressing her concerns. As always, please let me know if you have any questions.
Thank you,
Jamie H[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 Heather has been working toward resolution. We take all concerns regarding Public Service Loan Forgiveness 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

While we regret the concerns expressed by Ms. [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 billing and customer service very seriously. Ted will provide Ms....

[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 Mr. [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 processing delays and customer service very seriously. Nate will...

provide Mr. [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 Teacher Loan Forgiveness 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] III
Borrower Experience Advocates
FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted], we understand that a formal response was sent to him on May 26, 2017, directly addressing his concerns. This response included the direct contact information of his assigned analyst. As such, we encourage [redacted] to reach out to his assigned analyst with questions regarding this matter.
As always, please let me know if you have any questions.
Best Regards,
Consumer Relationship Analyst Team
FedLoan Servicing

Complaint: [redacted]
I am rejecting this response because: I haven't heard back from FedLoan regarding this matter yet. In previous phone conversations with FedLoan they have all stated the same thing: "I'll pass this along to someone to clarify or solve the issue." Over the phone...

they are able to tell me that they can see I've made all of my payments and that all of my documentation and paperwork has been completed in the past. However, the initial customer representatives state that they don't have the ability to correct the issue so they notify someone else of the situation and "will get back to me." It should not take 5 months (January 20th - May 28th) to correct a clerical error on their end.I'm not trying to be difficult, but whoever gets this message on FedLoan's end should just expedite this given it's already been 5 months. It should take 30 seconds to review the payments made and the employment status, fix the mistake, and confirm it with me.
Regards,
Ian S[redacted]

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

seriously. Jared will be providing 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
AdvocatesFedLoan 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 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 Advocates
FedLoan Servicing | PHEAA

2/1/2016
 
Dear [redacted]:
 
While we regret the
concerns received in this complaint, we sincerely appreciate the opportunity to
resolve them.  Please be advised that,
since [redacted]’s loans are currently serviced by FedLoan Servicing, a member
of their...

Borrower Experience Team is preparing a formal response that will
address [redacted]’s concerns. 
Additionally, the formal letter will also include direct contact
information for the Borrower Experience Advocate preparing the response, should
any additional concerns arise. 
 
Best Regards,
 
Jessica N[redacted]
Research Specialist
Team Lead
American Education
Services

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Ted contacted me by phone and advised me FedLoan is working on having the website updated to reflect my concerns. He apologized for their mistake and was very courteous. However, he continued to maintain the stance FedLoan will not change my due date as advertised on their website. He invited me to resubmit paperwork under another plan to be able to change my due date, which is what I specifically wanted to avoid. It sounds as though FedLoan is not going to honor my original request without putting the burden back on me (the customer). If FedLoan is not going to change my due date without me doing all of the work of resubmitting new paperwork this complaint can be closed and marked as unsatisfied.  I cannot find this "rule" anywhere on the department of education website so I only have to assume this is a "secret" FedLoan policy. 
Regards,
[redacted]

December 7, 2017
While we regret that [redacted] rejected our last response, we sincerely appreciate the opportunity to continue to assist in resolving her concerns. Please be aware that additional research is being performed at this time. Rest assured that a formal response will be mailed directly to [redacted]. 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 appreciate the opportunity to resolve them. Since receiving her concerns, Borrower Experience Advocate Ted has been working toward resolution. We take all concerns regarding credit reporting 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 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 billing issues 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,
Jamie H[redacted] Borrower Experience AdvocatesFedLoan Servicing | PHEAA

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

December 22, 2017
While we regret the concerns included in [redacted]’s inquiry, 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 [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 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

Complaint: [redacted]
I am rejecting this response because:------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Mon, Aug 29, 2016 at 8:40 AMSubject: Fwd: Request to reopen case #[redacted] (vs. Fedloan Servicing)To: [redacted]@myRevdex.com.org---------- Forwarded message ----------From: <[redacted].net>Date: Fri, Aug 26, 2016 at 1:54 PMSubject: Request to reopen case #[redacted] (vs. Fedloan Servicing)To: [email protected] Who Whom it May Concern or [redacted],I am writing you to inform you that as I stated in my phone call to you earlier today, I would ask that Revdex.com reopen my case against Fedloan Servicing because the company has failed to send me any kind of letters in response to the last email I received from you. They have made no efforts to resolve this issue, as the earlier response states that I would I would receive a letter from a servicer named "Nate," and I have received no such letter from him or any other person from their company. Not only have they not made any attempt to resolve the issue of approving my final year of certification, but they have actually retaliated against me, presumably for making this complaint, by taking away 2 more years of my certification that had already been approved for the last 4 years for no legitimate reason. I spoke to their supervisor on the phone, who briefly explained why they did this, but this certification was already approved in the past, and there should be no way whatsoever that they can go back and uncertify this, thus making this another inappropriate act they have committed.To inform you further, you should know that I have also contacted the Ombudsman Group of the US Dept. of Education to also try and resolve this issue of certification, so they are currently conducting their own investigation as well.Thanks very much, and I appreciate all the work that you are doing on my behalf,Regards,[redacted]###-###-####Complaint ID# : [redacted]

-------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Feb 25, 2016 at 8:44 AMSubject: Fwd: update on recent complaintTo: [redacted]@myRevdex.com.org---------- Forwarded message ----------From: [redacted] <[redacted].com>Date:...

Wed, Feb 24, 2016 at 5:35 PMSubject: update on recent complaintTo: "[email protected]" <[email protected]>Hello,My name is [redacted] and I recently sent in a complaint regarding FedLoan Servicing (complaint ID: [redacted]).  The same day I contacted you I also filed a complaint with the Department of Educations Student Aid Ombudsman.  Today I heard back from the ombudsman assigned my case.  I still have not heard anything from FedLoan Servicing themselves, but my ombudsman spoke with them today and was able to finally get me switched over to the income based repayment.  She was also able to clarify that I will not be penalized for not making my last payment per FedLoan's recommendation.  They told the ombudsman that they apologize for the misinformation I was given and they have assured her that everything is now taken care of.  She told me she will be following up with them in the next few days just to ensure that they have indeed fixed the problem.  So ultimately I guess my complaint has been resolved (although that is due to the Student Aid Ombudsman and their involvement).  Thank you for you help and for looking into my case.[redacted]