Great Lakes Higher Education Corporation

Review: Sent the regular student loan payment for November 15 2013. Than I sent another check a week later to go just to principal Great Lakes did not they took as paid ahead on loan. Now they sent me an email saying same day payment. There no way it was on the same day mailed an week apart.Desired Settlement: Take extra payments or extra money on the principal not paid ahead for next month

Business

Response:

Complaint ID [redacted]

Great Lakes ID [redacted]

Dear Mr. [redacted]:

Thank you for contacting us on behalf of [redacted] and for providing us the opportunity to

address her concerns in regard to payment application.

A thorough explanation of the payment application process was provided to Ms. [redacted], via

email, on November 26, 2013, and although she may disagree with the manner in which her

payments have been applied, It is important for Ms. [redacted] to understand that Great Lakes’

application of her payments have been in accordance with the federal guidelines. As such, we

are unable to change the manner in which Ms. [redacted]’s previous payments have been applied as

she requests.

In order to ensure that future additional payments made by Ms. [redacted] are applied to principal,

the additional amount that she pays should be made with her regular monthly payment.

Provided that all of the outstanding accrued interest is paid with her regular monthly payment

amount, the additional amount included with her regular payment will be applied to the principal.

I apologize for the frustration Ms. [redacted] experienced. Moving forward, I am confident that Great

Lakes will be able to meet all of her customer service expectations. Ms. [redacted] should feel free to

contact our Borrower Services Department at ###-###-#### with any additional questions or

concerns regarding the repayment of her loans.

Sincerely,

Review: This is a "left hand doesn't know what the right is doing" problem. I got my student loan cancelled due to permanent/total disability in late 2013. It was handled by [redacted], out of Nebraska. They sent a yearly thing last fall to sign - being legally blind I couldn't see a box that needed checked so they sent it back. Okay, so far no problem. They finally tell me they need my tax forms after I asked if there was anything else they needed, so I sent them. march 27 or 29 I called and they said they had gotten them. Then, they said if there was a delay I wouldn't need to pay anything for a year. So, early in July they sell my loan to Great Lakes. Great lakes contacts me late in August. I e-mail them and tell them several times that they no longer have the loan, [redacted] took it back. I called [redacted], they said they finally processed my TPD and everything was cleared July 29 after 4 months & asked for it back August 10 and that I don't need to worry about Great Lakes. (so this is kind of on them, too for selling my loan while it was still being processed as a TPD and wiped out (like I say, left hands...) ) However, Great Lakes just sent me a notice about trying to get a deferrment and said that they still had this loan that needed paid. The letter was dated October 5 and I just got it today, November 4.

So, as I say, left hands and right hands are confused, a central nervous system (you) may just be needed to pull things together.Desired Settlement: I am on TPD. [redacted]) knows this. Great Lakes may jsut say, "Well, they were slow." Okay, but [redacted] asked for this loan back on August 10. Great lakes should make sure that they sent it back as they were told. Since I never got any calls or bills from them, this may just be a clerical problem.

However, I am turning to you to make sure because I don't want to have a loan that I don't need to pay. I told them at [redacted] when I finally got my TPD, by rights I could have - and in retrospect should have - gone on TPD 5-10 years before I did, and I *could* request that Pennsylvania Higher Education Agency refund the money I paid to them, but I won't. I tried hard to make payments when I could, my disability just prevented me from ever doing full time work like I had hoped I would.

So, please jsut make sure they have it clear at Great Lakes that I no longer have any outstanding loan but that [redacted] has it back in their TPD file as they should have. (And, indeed, they really shouldn't have sold the loan when it was still being processed.)

Consumer

Response:

tank you for helping to clear thigns up and get my TPD settled. I accept the business's word they are transferring the situation back to [redacted].

Business

Response:

Thank you for contacting us on behalf of Mr. [redacted] and for providing us the opportunity to address his concern regarding his Consolidation loan that we service for the U.S. Department of Education (ED). Mr. [redacted]’s concern, as I understand it, is that he asserts his loan should not be in repayment at Great Lakes because it was discharged due to Total and Permanent Disability (TPD) in late 2013.Upon receiving Mr. [redacted]’s concern, we reviewed our records to verify whether or not we have received a recall request from [redacted], ED’s TPD servicer, to transfer his loan back to them so it can be placed back into its discharged status. Unfortunately, our records did not reflect that we received the request he referenced [redacted] sent to us to recall his loan. As a result, we contacted [redacted] to confirm the date they sent the initial recall request. In response, [redacted] advised the reason Mr. [redacted]’s loan was reinstated is because he did not return the required income documentation necessary for them to review and confirm he still met the TPD discharge’s eligibility requirements. They also advised the following events occurred:November 17, 2014 – [redacted] sent the initial letter requesting Mr. [redacted] to provide current income documentation. They stated that this same request was sent two additional times, once at the end of December, and the second at the end of January.March 24, 2015 – Mr. [redacted] provided the required income documentation; however, [redacted] did not finish processing it until August 2015.July 9, 2015 – Mr. [redacted]’s loan was reinstated and transferred to Great Lakes.August 10, 2015 – [redacted] finished processing the income documentation and verified Mr. [redacted] still met the TPD discharge’s eligibility requirements. Subsequently, they sent a recall request to Great Lakes.November 10, 2015 – Great Lakes contacted [redacted] to verify whether or not a recall request was previously sent and to request that it be sent again.November 11, 2015 – [redacted] sent a second recall request, which I can confirm has been received and processed by Great Lakes.Page 2 – Complaint #10940079Unfortunately, since [redacted] uses multiple methods to send their recall requests, we were unable to identify the reason we didn’t receive the August 10, 2015 recall request. However, now that it has been confirmed that Mr. [redacted] qualifies for the TPD discharge, his loan is in the process of transferring back to [redacted]. This should be complete within the next 7 to 10 business days. In the meantime, if Mr. [redacted] has any questions or concerns regarding the transfer of his loan or TPD in general, he may contact [redacted] at ###-###-####, between 7am – 7pm CT, 7 days a week, or visit www.disabilitydischarge.com.I apologize for any frustration this experience has caused Mr. [redacted], but I do hope that the information provided alleviates his concern. If he has any additional questions or concerns unrelated to TPD, prior to the transfer of his loan, he may contact our Borrower Services Department by phone at ###-###-####, through email at [email protected], or by mailing:Great Lakes[redacted]

Review: I had a student loan in 2006 that I currently owe $5000.00 on. The loan defaulted although I made a payment in January, I have tried multiple times to contact the collections department. I cannot get through as it keeps telling me to leave a voice mail as they are helping other customers. I sent an email to the company on Febuary 22, stating I could not get through to make a repayment agreement. They replied to the email telling me to call the same number that I cannot get through to. After multiple voicemails and emails I still have yet to talk to an actual person to resolve my issue. Now, without notice they are garnishing my wages. This is unacceptable as I am trying to pay my loan and cannot do so.Desired Settlement: I would like to be able to pay my loan on a payment plan. I would like my wages to stop being garnished for quadruple the amount of money a payment actually is. I would like to actually be able to speak to a person.

Business

Response:

[redacted] Lead Trade Practice Consultant Revdex.com of Wisconsin 10101 W Greenfield Ave #125 Milwaukee WI 53214Dear Ms. [redacted],Thank you for contacting us on behalf of Ms. [redacted] and for providing us the opportunity to address her concerns regarding her loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes). Great Lakes Collection Support Department (Collection Support) has attempted to contact Ms. [redacted] by phone on both March 16th and 17th in order to discuss the various options with her. Unfortunately, they were unable to make contact with her. Ms. [redacted] may call Collection Support at the ###-###-#### number and leave a detailed message with a preferred time and phone number.Additionally, Ms. [redacted] may find it more convenient to communicate with Collection Support by email. If she prefers this method of communication, she may email them at [redacted]. We again thank you for contacting us and for giving us an opportunity to be of assistance. If additional information is required, please by all means, contact us. You can reach our office between 7:00 am and 4:30 pm Monday through Friday at ###-###-####, or by email at [redacted].Sincerely,*

[redacted]Great Lakes Higher EducationOmbudsman Specialist

Review: requested paid off balance on the account. They gave me a figure that allows the payments to be received in 3 days. I sent in more than the amount they told me to allow extra just in case that they did not posted in time. They said I still owe under $1. Then I gave them over the phone to charge to my bank directly $10. and they did not posted the payment correctly and somehow they told me I still owe $.54 Again, I called and they said because the money was not posted correctly therefore it showed that I still owed $.54 so I gave them another $5. to be done with. I told them to send me the paid off letter and I still have not received until today.

I contacted them today again, and they told me that for sure I will get this paid off letter by Friday or this coming Monday. I am so frustrated!!! I am thru dealing with this company, therefore I am writing this letter to ask for your help and for you to do something. This is America, not in some socialist country that a person like me have to deal with this. They cause me so much mental stress!!Desired Settlement: Paid off letter. Letter of explanation of to why it takes them so long and still not corrected? Documents of report to the proper business (Discover and Great Lakes)

Business

Response:

Thank you for contacting us on behalf of Ms. [redacted] and for providing us the opportunity toaddress her concern about the length of time it is taking to process the payments she made tosatisfy the remaining balance of her Parent PLUS loan.Upon receiving Ms. [redacted]’s complaint, we reviewed our records which confirmed that we previouslyserviced two loans that she had an obligation toward. The first was a federal Parent PLUS loanwith T.H.E. Loan Program USB Trustee, in which she was the sole borrower, and a DiscoverFinancial Services (Discover) Private loan, a portion of which she consigned for Mr. Brandon[redacted].According to our records, Ms. [redacted]’s obligation to both of the aforementioned accounts has beenmet. For Ms. [redacted]’s review, we have attached the payment histories for both accounts so that shemay confirm this information and have a copy of each for her records. As detailed on the attacheddocumentation, her Parent PLUS loan was satisfied on April 25, 2009, and the portion of theDiscover Private loan she cosigned was paid in-full January 8, 2015. Since her Discover Privateloan was the account most recently satisfied, we have also included a paid in-full confirmationletter in hopes of alleviating her concern, as she indicated she has yet to receive this letter.Unfortunately, as both accounts related to Ms. [redacted] are satisfied, we were unable to identify theremaining balances or misapplied payments she referenced in her complaint. For this reason, sothat we may fully address the concerns Ms. [redacted] referenced, we ask her to please contact ususing the information provided below, which will assist us with identifying the accounts shereferenced having difficulties with.Please know that at Great Lakes, our goal is to assist our borrowers in any way that we can and Ihope that Ms. [redacted] finds the information provided helpful. If she has any additional questions orconcerns, she may contact our Borrower Services Department by phone at ###-###-####,through email at [redacted], or by mailing:[redacted]

Review: On September 2nd I paid off my educational loan in full. I had worked a long time to save that money, and it essentially drained my entire checking account to pay it off, leaving me with little/nothing left. On 9/8 I noted that despite have the loan paid off the previous week, Great Lakes STILL deducted my normal auto pay from my account, despite a zero dollar balance at that time. I called customer service, expecting them to easily fix the error. Instead, they told me that the "auto debit" and my loan balance don't communicate, and that I should have separately removed the auto debit from my account. (The website didn't say this, and who would separately delete an auto-debit on an account that has already been paid off?) I questioned why they would withdraw money when my account balance was zero. As I paid my loan off in full on 9/2, and my auto debit date was previously 9/6, that should have been plenty of time to realize that my account was fully paid, and closed. As a solution, the company said I could call my bank to attempt to get the charge reversed, or wait a month or so for a refund from the government. In the meantime, I do not have sufficient funds in my account to pay for daily essentials, or potentially my upcoming mortgage bill. The additional money should have never been withdrawn from my account, as the balance was zero at the time of withdrawal. Waiting a month to get a refund is unacceptable.Desired Settlement: Immediate refund of money incorrectly withdrawn from my account, and an explanation in writing from the company explaining why they would withdraw money from an account that was previously paid off and had a zero dollar balance. Reimbursement for any fees related to low balance on checking account (directly related to incorrect auto-debit).

Business

Response:

Thank you for contacting us on behalf of Mr. [redacted] and for providing us the opportunity to address his concern regarding the $600 payment that was automatically withdrawn via Auto Pay.Our records confirm that Mr. [redacted] scheduled a payment for September 3, 2015 to satisfy the remainder of his student loan. As with all payments, including Mr. [redacted]’s, it takes approximately 2 business days for payments to process in full. As Mr. [redacted]’s payment was submitted on a Thursday, it did not finish processing until the following Tuesday, September 8, 2015, due to Monday, September 7, 2015, being a holiday. The reason the extra $600 payment was processed is because Mr. [redacted] was enrolled in Auto Pay, our automated bill pay service, and his monthly payments were due on the 6th of every month. Because Mr. [redacted]’s payoff payment was still processing on the 6th his account was still showing a balance, which resulted in his Auto Pay withdrawing his $600 monthly payment September 6, 2015.Electronic payments for accounts with the U.S. Department of Education (ED) are processed through a clearinghouse (pay.gov) on behalf of the U.S. Treasury. When the U.S. Treasury receives a refund request for a payment that was made electronically, it normally takes approximately 4 weeks for them to process and return the payment to a borrower’s bank account electronically. However, on September 9, 2015, we requested that ED expedite the refund process for Mr. [redacted]’s $600 payment and expect him to receive his refund within 7 to 10 business days from that date.It is important for Mr. [redacted] to note that once ED sends the refund to his financial institution, they will have their own procedures for determining how quickly the refund will post to his account. We recommend that Mr. [redacted] first check with his financial institution if he does not see the refund posted to his account within two weeks.I understand that the delay in the return of Mr. [redacted]’s funds can be frustrating and hope he will accept our apology for the frustration this experience has caused. If he has any questions or concerns he may contact our Borrower Services Department at ###-###-####, [redacted], or the address below:[redacted]

Review: I made a payment to Great Lakes for my student loan payment that was due 2/16. The payment cleared on 2/2 and posted to my Great Lakes account the same day. My loan was sold to another loan servicing company the same day my payment was due on 2/16. Great Lakes did not forward my payment for February to the new provider. The new provider made me re-pay February's payment stating that the previous provider did not forward my payment and I would need to notify them to forward my payment. I contacted Great Lakes numerous times to help me to resolve the issue and forward my payment and they are telling me I need to have my new provider credit the payment. The new provider stated that Great Lakes needs to forward the information to them which they have not done. I have called Great Lakes numerous times, have been on hold for more than 30 minutes, and was told by the rep that she would email me payment information and the information the new provider is requesting to have the payment applied to my account. This information was never sent and I do not have the time to spend hours on the phone with them to resolve.Desired Settlement: I want Great Lakes to forward my February payment to my new provider. I made my payment and should not have to make the same payment twice.

Business

Response:

April 3, 2015

Review: I have been having an issue with paying my student loans, my mother has had several surgeries and I have been helping take care of her. I am able to start making regular payment, however great lakes refuses to put me onto mandatory forbearance. They want the last three months of paymentsin full stating maybe I can use my rent money? I would like yi start making the regular payment again like I have been for years. But they refuse to work with me.Desired Settlement: To put my account back to normal and I will start making the regular monthly payments.

Business

Response:

January 23, 2015

Review: [redacted]

Borrower Services Virtual Contact Supervisor

4 people have responded to my emails of my request but none of them have sent the document requestedDesired Settlement: Send document

Business

Response:

Review: Great Lakes is servicing my [redacted] loan. I am enrolled in the Army Loan Repayment Program (ALRP) which has been sending checks for $2779.14 once a year to Great Lakes towards my [redacted] Loan since 2011. Great Lakes cashed the check from 2011 and applied it to the loan. The checks from 2012 and 2013 were returned by Great Lakes and the ALRP can confirm this. I was deployed in 2012 and put the loan on Forbearance from [redacted] because Great Lakes started harassing my mother with phone calls. The Forbearance expired while deployed and my credit took a hit. I am now on my last Forbearance that I can place on the loan because of the harassing phone calls and Great Lakes is still returning checks from the ALRP. Over the past few years my credit has taken a huge hit because of Great Lakes's inability to accept payment from a government agency. All account numbers and addresses are correct with both ALRP and Great Lakes. Every time Great Lakes contacts me or I contact them they deny ever receiving payment from ALRP. ALRP says this is a common occurrence with Great Lakes. My credit has taken a huge hit because of this horrible business practice and Great Lakes informed me that it is my responsibility to fix their false reporting of delinquent payments with the three credit companies.Desired Settlement: Great Lakes needs to accept the checks from ALRP and fix my credit score themselves. I am not responsible for their screw ups. I would also like a hand written letter of apology from the CEO of Great Lakes in regards to the years of rejecting payment, harassing phone calls to myself and my mother while I was conducting combat missions in [redacted] and for the huge detrimental impact to my credit score. All accrued interest over the time that Great Lakes has rejected payments will be taken off my balance as well.

Business

Response:

April 14, 2014

Review: I want to be removed from their contact list. My brother took out student loans and used me as a reference without my knowledge or consent. I am not in contact with my brother and have not been for a long time. We do not speak. I do not know where he lives or what his phone number is. The personnel at Great Lakes repeatedly call me and harass me and will not take my word that I do not know where he is. They are now calling me at my job where I cannot take personal phone calls. They are interfering in my professional life and they have no right to do that. I want to be removed from the reference list. I cannot help that [redacted] listed me. I never gave my consent for that and I wish not to be bothered by his problems. If I knew where he was I would tell them but I don't.Desired Settlement: I want my name removed from [redacted]'s account. I cannot help them and I cannot be called at my place of work. I cannot afford to lose my job.

Business

Response:

[redacted]

Revdex.com of Wisconsin

Complaint ID [redacted]

Dear Mr. [redacted]:

Thank you for contacting us on behalf of [redacted] and for providing us the

opportunity to address his concerns in regard to being removed as a reference for [redacted].

I sincerely apologize to Mr. [redacted] for the frustration he has experienced during

communications with Great Lakes. Per Mr. [redacted]’s request, we have removed him as a

reference from [redacted]’s account.

I again apologize for the frustration he experienced and any inconvenience this has

caused. Mr. [redacted] may contact our Borrower Services Department at ###-###-####

with any additional questions or concerns.

Sincerely,

Review: I had outstanding student loans, both federal and state. Earlier this year, for the first time, I was able to comfortably start paying on these loans. I entered a rehabilitation program to make these payments. I called Great Lakes in February 2016 and spoke to a woman there to verify that the rehabilitation program I was entering covered the loans by Great Lakes as well. She assured me they were. Over a month later I receive a letter stating how they are going to garnish my wages for the loans I was assured were part of my payment plan. I called the number in which I was given for their garnishment and wage department and spoke to a Sue. She told me that nobody at Great Lakes told me that and basically was calling me a liar. I understand that it was my own confusion, however, that is why I specifically called to confirm I had all my information straight. Not only did Sue continually say I was lying but she spoke to me like I was a waste of her time and she had heard the story time and time again. I understand they probably hear it every day but if it's one thing I am not, is a liar. My wages should have never been garnished. I have mailed letters to 4 different addresses only to receive 2 generic responses in return of how the process works. I again sent letters stating that in no way did they address any of my concerns. My wages should have never been garnished and I have yet to receive an apology letter from Sue as requested. It basically came down to --- "oh well, too bad". This is unacceptable treatment. They provided false information and discriminated against me due to others making excuses and not paying their loans. I, however, can pay. This was not a fabricated story. Miscommunication, yes, however, that doesn't make Great Lakes in the right and I pay the price.Desired Settlement: I again am requesting a letter of apology from Sue and I expect to have my wage garnishment to be stopped immediately.

Business

Response:

Dear Ms. [redacted]: Thank you for contacting us on behalf of Ms. [redacted] and for providing us the opportunity to address her concerns regarding her loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes). Your request has been forwarded to our office for review and response. Ms. [redacted]’s concern as we understand it is that she had understood no payments would be taken via Administrative Wage Garnishment (AWG). We are happy to report that Great Lakes’ Collection Support Department has agreed to remove the AWG and are in the process of notifying Ms. [redacted]’s employer to stop the garnishment immediately. We have included a copy of the letter they have sent to Ms. [redacted]. We again thank you for contacting us and for giving us an opportunity to be of assistance. If additional information is required, please by all means, contact us. You can reach our office between 7:00 am and 4:30 pm Monday through Friday at ###-###-####, or by email at [email protected]. Sincerely, [redacted]Great Lakes Higher EducationOmbudsman Specialist

Consumer

Response:

[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.]

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,

Review: To whom it may concern;

I called great lakes to discuss a HUGE mistake on my credit. I spoke with a supervisor named "[redacted]" and I explained to her that in 2012 I checked my credit and came to find that great lakes claimed I was 180 days behind in payment. I sent a dispute October 2012 through my credit union and explained I have NEVER received any letter or any form of communication with great lakes.

When I spoke over the phone with the supervisor, I explained to her that there was a huge error in regards to my address on my account, the address they told me they had on file was an address I have NOT lived in since 2008, how could that even be registered as an address? When, I registered for college in 2010 the address I provided GREAT LAKES was my current address at the time that I signed up. (that address did NOT at all say [redacted]) I have all my paper work from my college saying "[redacted]."

I was told by the representative that I am the only one able to change my address on my account due to the fact I am the ONLY authorized user and that in May 2013 my account was updated with an address I NEVER authorized nor have I lived there since 2008.

The supervisor told me the post office provided them with that address as of May 2013, how would that be my address if my address in 2010 was in [redacted] that was the address that was written when I signed up for a student loan back in 2010. The supervisor told me " it is your job to keep us updated."

I explained to her; "However ma'am I did keep great lakes updated from the moment I signed up - I wrote my CURRENT address at the time in 2010. When I moved, I made GREAT faith effort to update them. On their end my information was NEVER UPDATED." Which I also provided them with my Far rock away address as well.

I also explained to her I have proof that in 2012 my family and I were effected by hurricane Sandy and I can provide proof, however "[redacted]" explained that those lat payments can NOT be taken off my credit report. Although I explained everything was a huge miscommunication and to please take those late payment claims off my credit. I asked her if I could speak with the person above the supervisor and she explained she is the highest person to speak with, which I know that is NOT true.Desired Settlement: My desired outcome is that the late payments on my Equafaux be removed by great lakes due to the HUGE Miscommunication ( THEIR BANK) and continue to just have it as a deferment and I will make my payments once my deferment is up.

I am NOT asking to erase my balance, ONLY to please remove the late payments off of my credit now that we are communicating effectively, and that finally my address has been corrected.

I know my balance in about 3,000+ I am not asking to erase that, only to please understand that there was a BIG mix up in communication. I spoke with my credit union and they told me only the great lakes bank can change that on my credit.

Thank you for your time.

Business

Response:

May 21, 2015

Horrible interest rate for student loans and payment options

Review: Last year my Student Loan was transferred from the Department of Education to this company. I have had nothing but issues utilizing their website in order to pay my loans. I pay all of my loans on time and most recently I was told that I must renew my payment plan-Income Based- by July 2014. In trying to do so I spent over an hour trying to renew online only to keep getting told that I do not qualify. Now I do not have an issue with not qualify, as I have done many times through the Department of Education I know I am able to change payment plan type. In attempting to do this I spent another hour trying to change my payment plan online to no avail. I sent an email to the company asking them for help and complaining about their web-service. The response I got is all follows:

Thank you for your recent email.

When you are on an Income Based Repayment plan and want to switch to a different repayment plan a monthly payment or minimum of $5.00 must be paid.

This is not an application fee, but rather the rules of the Income Based Repayment program.

Once you have made the necessary payment, please contact us so we can submit your request.

We hope this information is helpful. Please let us know if you have additional questions.

Sincerely,

I think it is outrageous that they expect people to pay an additional amount in order to switch payment plans. I called the Department of Education and told them my issue and they never heard of this. This company should be treating these student loans in the same manner the federal government does; the Department of Education does not attach additional payments/charges in order to switch plans, particularly during a renewal period. It is more infuriating that this gentlemen told me it was a rule of this payment option. I have been repaying my loans, on time, since 2009 and I know that this is not a rule. This company has fabricated this rule in order to obtain more money from its consumers and I want their business practices to be investigated. I saw on the Revdex.com website that they have 177 closed complaints and 25 under review. They also have 76 complaints on consumeraffairs.com and who knows how many more via the Department of Education & the Consumer Financial Protection Bureau. A company that has this many complaints on record clearly needs to have their business practices looked at.Desired Settlement: I would like my loan to be serviced by another company under the Department of Education.

Business

Response:

Review: My record are incomplete. They lied to me and are refusing to update fix my record. Their records states that I finished attending college in December 2011. I actually went to another school from January 2012 to May 2012. Because of the lapse in my schooling on their time line my credit score has been negatively affected. They reported to the credit bureau that I was 120 days late on payment. I started making payments to them in January 2013. If my records were up to date my first payment should have been do to them December 2012. I want them to update my records asap. Because they know I am working for federal government abroad in Asia they have been less than helpful in navigating a way to fix these problems. They just don't care. They only started to actually help me after I told them if they would be of no more service I was going to have to make a complaint to Revdex.com. Today I received a voice mail of [redacted] from great lakes telling me a blatant lie that she said she received from the school I attended from Jan to May 2012. I talked to said school today, [redacted], they secretary told me the information she supposedly received would have violated Family Educational Rights and Privacy Act (FERPA) and there is no way the school would release such information without a signed consent form from me.Desired Settlement: I would like them to work with me to add my [redacted] classes to their records. SO after that I can report their mistake to Credit Bureau and they will confirm I was on time with my payments and my credit score can be fixedur

Business

Response:

[redacted]

Review: I feel like this Company in question, Great Lakes Higher Education Guaranty Corporation - Collection Support, has improperly mismanage funds,taken out of my check through my employer, [redacted]'s, since March, 2015, taken my Federal & State Refund, without my knowledge, In addition, combined some loans without my consent for collections on the student loan. To my knowledge and written proof, my Student Loans are still being Service by Ed Financial Services, Knoxville, TN and may be under deferment. According to written statements from Ed Financial my Current Balance is $0, My Regular Monthly payment & past due balance are $0. Their interest rate is 2.33% . Because I recently received these reports from Great Lakes and found out they were charging me an Interest Rate of 18%, and other things going on with this account in question, I called them on Tuesday, April 5, 2016. I spoke to Dustin. When I started asking questions about the interest rate, combining loans, and how they acquired this loan, Dustin became very furious and hung up the phone. I called back a second time and the person that answered hung -up the phone. I proceeded to call back a third time and spoke with Jacob. Jacob told me he could place me on a "Rehabilitation Program" with a start-up fee of $899.00 which my monthly payments would be reduced to around $5.00. I immediate thought to myself,; "Something does not seem right " Because Great Lakes has already taken out weekly and monthly payments from [redacted]'s, my employer , they also acquired my Federal & State Refund, and in addition, combined loans without my consent. I am supporting a 14 years old daughter, and I need every CENT that I earned to make sure that she is taken care of and there is College in about 3 years for her as well.....

My question to you is how did Great Lakes Higher Education Guaranty Corporation -Collection Support acquire this student Loan through Ed Financial? Was Ed Financials suppose to send me a letter regarding Great Lakes? Why I am still receiving account information from Ed Financial reporting my account and Student Loans are in Good Standing. Has Great Lakes Legally broken laws under the Fair Debt Collection Act?

I need further investigation into Great Lakes Practices?Desired Settlement: If Great Lakes Higher Education Guaranty Corporation - Collection Support has made improper or" Unfair Practices" toward the Student Loan account by acquiring this loan through Ed Financial and has not complied with the "Fair Debt Collection Act"; I wound like for all monies refunded to me taken from [redacted]'s, my employer ,since March, 2015 and I would like for a letter to be sent to the Department of Treasury of the Federal & State Income Taxes explaining about the Unfair Practices from Great Lakes and the refund be refunded back to me as well.

Business

Response:

[redacted] Lead Trade Practice Consultant Revdex.com of Wisconsin 10101 W Greenfield Ave #125 Milwaukee WI 53214Dear Ms. [redacted],Thank you for contacting us on behalf of Mr. [redacted] and for providing us the opportunity to address his concern regarding his student loan. Mr. [redacted]’s concern as we understand it is validation of his debt.By way of some background Mr. [redacted]’s Federal Family Education Loan Program Stafford Loan is now guaranteed by Great Lakes Higher Education Guaranty Corporation, (Great Lakes). Great Lakes assumed that responsibility from Student Loan Guaranty Foundation of Arkansas (SLGFA) on October 1, 2014. Servicing of the loan has been assigned to Great Lakes Default Collections.On August 29, 2014, SLGFA, as the guarantor at the time, paid a default claim to Ed Financial Services, which was the result of their not receiving payment(s) or a completed request for deferment or forbearance to prevent Mr. [redacted]’s loan from defaulting. Based on the terms of his signed Promissory Note, when his student loan defaulted, the balance became due and payable in full. As we alluded to, Great Lakes later took over as the guaranty agency of Mr. [redacted]’s loan as of October 1, 2014.We have included a copy of Mr. [redacted]’s Master Promissory Note and Borrower Rights and Responsibilities for review. We have included a pay history as well.The Debt Collection Act of 1982 and the Debt Collection Improvement Act of 1996 authorize the U. S. Department of Treasury to offset any eligible Federal payments of individuals indebted to the U. S. Government. As such, Mr. [redacted]’s defaulted student loan(s) remain certified for Treasury offset until the account is paid in full or he has established and maintained repayment arrangements.Mr. [redacted] may be able to avoid future Treasury Offsets if he contacts Great Lakes, and makes and maintains satisfactory agreed-upon repayment arrangements. We urge him to contact us in order to avoid future Treasury Offsets and to discuss the repayment options available with him, including the Federal Loan Rehabilitation Program. There is specific information that we would need to discuss with him regarding the possibility of setting up this option.Mr. [redacted]’s account may be rehabilitated out of default after he enters into a Rehabilitation Agreement and voluntarily makes 9 consecutive on-time payments over a 10 month period as required. After he has made the sixth payment he may qualify for additional Title IV financial aid. The successful rehabilitation of his defaulted student loan(s) will result in the following:- Removal of his student loan(s) from default status- Removal of the default status reported by Great Lakes to the nationwide consumer reporting agencies- Eligibility for new financial aid to return to school- Eligibility for all remaining periods of deferment or forbearanceIt is important to note that on July 1, 2014, new regulations concerning Administrative Wage Garnishment (AWG) for defaulted borrowers went into effect ( 34 CFR § 682.410(b)(9)). The regulations contain special requirements for borrowers who enter rehabilitation agreements while subject to AWG orders. Guarantors “must continue” AWG “until [a] borrower makes five qualifying monthly payments under the rehabilitation agreement” but then must suspend AWG “when the agency receives a borrower’s fifth qualifying payment under a loan rehabilitation agreement, unless otherwise directed by the borrower” (34 CFR §§ 682.405(a)(3)(i), 682.410(b)(9)(V)).If Mr. [redacted] feels the offset of his Federal Treasury payment may cause a hardship, he may contact Great Lakes, to request an IRS Hardship packet. The packet needs to be completed and returned with all required supporting documentation for review. There is no guarantee of a refund.Mr. [redacted] may reach a Great Lakes Collection Support representative at ###-###-####.We again thank you for contacting us and for giving us an opportunity to be of assistance. If additional information is required, please by all means, contact us. You can reach our office between 7:00 am and 4:30 pm Monday through Friday at ###-###-####, or by email at [email protected]. Sincerely,[redacted]Great Lakes Higher EducationOmbudsman Specialist

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The Reasons we reject this complaint, is that we were never informed by Ed Financial Services or Great Lakes Higher Education that the student loan has exchanged hands. Furthermore, Ed Financial Services is still showing they are in charge of [redacted]'s student Loan as of April 12, 2016. Written proof will be sent to you upon your request.

Review: I attended [redacted] in the past 2008. I Am a disabled person suffering from numerous head injury issues substained in auto accidents I don't even remember signing up for the school. I can not afford to pay the bill for tuition I have called repeatly requesting hardship assistance. At one point I even contacted the school directly. I still to this day have not received a hardship form. I cant afford my medical bills or my medications and my husband is also disabled and in the same situation in reguard to paying medical bill we had a store and our own home at the time all this occurred. Now were so bad off we live with our son. Please help me obtain a simple hardship form. As it is I.m looking at filing bankruptcy on my medical bills. They have threaten the wages for my part time job and last year took my income tax return check. I pay them 25.00 every month it,s simply all I can do but for how much longer I even be able to afford that I don't know. But all they keep telling me when I call is were sending a form out to you. again it,s Great Lakes Higher Education Guaranty Corporation c/o [redacted]

Account_Number: [redacted]Desired Settlement: All I wish is an applicatrion so I can apply for Hardship so maybe I can have the debt dissolved

Business

Response:

Complaint ID: [redacted]

Great Lakes ID: [redacted]

Dear

Mr. [redacted]:

Thank

you for contacting us on behalf of Ms. [redacted] and for providing us the

opportunity to address her concerns about her student loan that is guaranteed

by Great Lakes Higher Education Guaranty Corporation (Great Lakes), and

serviced by [redacted]). Her concern as we

understand it is the need for assistance obtaining a hardship form to resolve

her default status.

Although

Ms. [redacted]’s loan(s) are in default, she is able to resolve the default status

by rehabilitating her account. A

borrower may rehabilitate a defaulted loan by making a pre-determined number of

consecutive, voluntary, on-time monthly payments. The rehabilitation payments must be

reasonable and affordable, but should be sufficient to satisfy the outstanding

balance on the loan within a 10 year repayment period. The successful rehabilitation of Ms. [redacted]’s

defaulted loan(s) will result in the following:

• Removal of her student loan(s) from

default status

• Removal of the default status from her

credit bureau report/delinquencies reported prior to default will not be

impacted.

• Eligibility for new financial aid to

return to school

• Eligibility for all remaining periods

of deferment or forbearance

Our

office collaborated with Great Lakes Collection Support, in order to provide a

possible solution to assist Ms. [redacted]. Based

on the voluntary payments made in the past year, we are pleased to send the Ms.

[redacted] the Financial Disclosure for Reasonable and Affordable Rehabilitation

Payments Form (RAP). Once we receive

this documentation and have it reviewed, we will look for the possibility to

retroactively place the account into rehabilitation.

In

case Ms. [redacted] is interested in loan rehabilitation, we have attached the RAP

Form which she can complete and return to our office. The fax number is ###-###-####, or the

documents can be emailed to [redacted].

Upon

receipt of the required information, Great Lakes will begin the evaluation of Ms.

[redacted]’s Rehabilitation.

We

sincerely apologize for the frustration Ms.

[redacted] has experienced with the default process and we hope this

information will be helpful to her. If

you require future assistance from our office, you can reach us between 8:00 am

and 4:30 pm Monday through Friday at ###-###-####, or by email at

[redacted].

Sincerely,

Review: I have never applied or received a student loan from great lakes so I was surprised when I received bills from them. I called them to clear this up and when they requested my social security number instead of the loan number I refused to proceed.Desired Settlement: I need great lakes to remove me from their records. I have never received a loan from them. They are ruining my credit rating!

Business

Response:

February 9, 2015

I am not happy with Great Lakes because they have made my life [redacted]. Not only garnishing my wages but also taking my whole tax refunds.

I went through the proper channels to have my loans absolved but they did not see it my way. I am a single mom 42 years old and I went back to college a few years ago in the surgical technology field. 1 1/2 years into the program I began experiencing vision loss. I was diagnosed with an inoperable tumor and the vision loss cannot be recovered. I obviously couldn't continue in that field. I incurred this lovely debt and I don't even have a degree and was unable to finish college.

my original loans totaled approx. $12,000. Six years later I manage to owe MORE than I did originally ($14,000) and that is after making voluntary payments, my wages being garnished AND my whole tax refund checks being taken!!!

I have 2 children depending on me, I work a full time job and because of this debt I am about to be homeless again because I cant make ends meet. My full time job only earned me $13,000 last year!! Deduct a couple thousand in garnishment and my tax refund and what am I left with??!!

With as much money as Great Lakes is making does my piddly little loan benefit them?? I don't see how it would. All it is doing is making my life unbearable.

I have paid back more than half of the original debt when it should have been deleted in the first place. Ridiculous.

RUTHLESS company run by HEARTLESS [redacted]!!

Review: I called this company on 10-10-13 asking why my payments had not been posted to my accounts and where only pending. Was told they didn't know why, but it may be just taking a while to process. I mailed these payments 9-30-13. The very next day one of my payments went through for $450.00. The other two did not. I called again, asking why. Was told this time I mailed them to the wrong address, so it is going to take a day or two to get them sent to the correct place. However, they will get posted. Fine. Weekend goes by, Monday, Tuesday, still nothing. I call Tuesday night and ask again. Told again about the wrong address and that everything would be posted and up-to-date Wednesday, as well that I would only owe interest up to 10-10-13 when they received my payment. Fine. Wednesday, Thursday nothing. Now my payment is due 10-18-13! I call Thursday night and I am now told the checks are being sent back to me and I have to pay all the interest incurred from my last payment. I understand I made a mistake sending them to the wrong address. Why wasn't I told right away so I could just pay over the phone right than to avoid the additional interest? Why should I have to also pay for their inability to communicate interdepartmentally, unless it was intentional. I was blatantly being lied to. I was told everything was fine and they would take care of it. If I hadn't called Thursday night, they weren't going to notify me that what they told me was fine wasn't. They were just going to let my accounts go into default and charge me fees for missing a payment! This company is mad that I am paying off my loans too fast and not paying enough in interest because I pay too much into the principle. They are looking into any avenue to get me. Worst company ever. If I could sell my loans to someone else I would.Desired Settlement: I want my account credited from the day they knew my payment was mailed to the wrong address (10-10-13), I contacted them, and was told everything was fine to the day I called again, for the fifth time, and was finally informed they had sent the payment back to me (yet my account still says pending) and would have to pay again. I want those 7 days of interest back. If they would have just told be right off the bat I sent them to the wrong place and that they wouldn't be applied I would have just paid over the phone as I did 10-17-13, the same amounts I have paid since starting my payments over a year ago.

Business

Response:

Revdex.com of Wisconsin

Complaint ID [redacted]

Dear Mr. [redacted]:

Thank you for contacting us on behalf of [redacted] and for providing us the

opportunity to address her concerns in regard to her payments that were sent to the

incorrect payment address. She also request to be credited for the interest that accrued

from October 10, 2013 to October 18, 2013.

I sincerely apologize to Ms. [redacted] for the frustration she experienced during

communications with Great Lakes. We take pride in providing exceptional customer

service, and we appreciate the opportunity to learn of new ways we can improve. We

value our customer feedback and use it to provide additional feedback and training for

our staff.

In efforts to assist Ms. [redacted] with the accrued interest on her accounts, we are

backdating her payments that were made on October 18, 2013 to October 10, 2013.

I again apologize for the frustration Ms. [redacted] experienced. Moving forward, I am

confident that Great Lakes will be able to meet all of her future customer service

expectations. Ms. [redacted] should feel comfortable to contact our Borrower Services

Department at ###-###-#### with any additional questions or concerns regarding the

repayment of her loans.

Sincerely,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.