FedLoan Servicing

While we regret the concerns expressed by [redacted], we understand that Borrower Experience Advocate Mikell has been working diligently toward resolution. Once a thorough review is performed, Mikell will send him a formal response. We expect this response to be sent this week. We understand [redacted]'s frustration, and we greatly appreciate his patience as this matter is reviewed.
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 Borrower Experience Advocate Jake has been working diligently toward resolution. Once a thorough review is performed, Jake will send [redacted] a formal response. We understand her frustration, and we greatly appreciate her patience as this matter is reviewed.
As always, please let me know if you have any questions.
Thank you,
Wilbert Pl[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 Mikell has been working toward resolution. We take all concerns regarding billing issues 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

[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]

I was able to connect with an efficient representative at the company, and my name has finally been changed on my loan documents.  Thank you.  
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 billing and collection 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 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 Mikell has been working toward resolution. We take all concerns regarding customer service very seriously. Mikell will provide [redacted]...

[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 her concerns, Borrower Experience Advocate Nate has been working toward resolution. We take all concerns regarding account access 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] 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

While we regret the concerns expressed by Mr. [redacted], we understand that Borrower Experience Advocate Mary Kate sent him a formal response directly addressing his concerns. Based on our review, no further action is warranted at this time.
As always, please let me know if you have any questions.
Thank you,
Borrower Experience Advocates
FedLoan Servicing

Since receiving [redacted]’s rejection to our response, Borrower Experience Advocate Nate has completed her request to adjust her billing so that she can continue to make payments as she originally intended and still adhere to our system requirements. Nate has notified [redacted] of the adjustment made and we are confident that this change represents an effective solution to her concerns.
Thank you,
Wilbert P[redacted]
Borrower Experience Advocates
FedLoan Servicing | PHEAA

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. I look forward to working with Fedloan Servicing and their representative Ted (Borrower Experience Advocate) to resolve/dissolve this matter in a timely manner. Thank you for your prompt attention.
Regards,
[redacted]

[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 and will be looking out for a response from Fed Loan servicing. Formal letters have been sent to their office for response and mediation as well. 
Regards,
[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: there has been effort to resolve this issue. I was required to use my own loan forbearance, which shows as my inability to pay rather than an unresolved error in the company's billing practices. It should be clear that I have received no communication by phone or email to resolve this issue from FedLoan Servicing. I have received no communication from FedLoan Servicing, specifically in regards to my request that the two separate call logs be reviewed to corroborate my understanding of, and subsequent actions around, the accurate loan payment amount and the loan forbearance.To be clear, I have received zero phone calls, emails, or communication or any sort from FedLoan Servicing regarding:- Request to pull the two separate call logs and information that representatives provided me around the adjustment of my "payment due" amount.- The formal complaint I requested to file stemming from how I was treated by a customer service representative.
Regards,
[redacted]

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

[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 that [redacted] has not found our initial response satisfactory, Borrower Experience Advocate Josh sent [redacted] a formal response on January 7, 2016 addressing her concerns.
We hope that [redacted] finds our formal response to her concerns satisfactory. We encourage [redacted] to review this information upon receipt and reach out to her advocate Josh if she has any additional questions or 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 Mr. [redacted], our records show that Borrower Experience Advocate Jake sent a formal response to him on December 16, 2016, directly addressing his concerns. We encourage him to contact his assigned advocate with any questions or concerns.
Please let me know if you have any questions.
Thank you,
Borrower Experience Advocates
FedLoan Servicing

[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 under the condtions that the formal letter is received from FedLoan within the next ten business days and a resolution to my complaint is made within 30 business days. 
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 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 Advocates
FedLoan Servicing | PHEAA

November 30, 2017
Dear [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