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***’s complaint, we reviewed our records which confirmed that we previouslyserviced two loans that she had an obligation towardThe first was a federal Parent PLUS loanwith T.H.ELoan Program USB Trustee, in which she was the sole borrower, and a DiscoverFinancial Services (Discover) Private loan, a portion of which she consigned for MrBrandon***.According to our records, Ms***’s obligation to both of the aforementioned accounts has beenmetFor Ms***’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 recordsAs 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, 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 complaintFor 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 helpfulIf she has any additional questions orconcerns, she may contact our Borrower Services Department by phone at ###-###-####,through email at [redacted] , or by mailing: [redacted] ***
Revdex.com: 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 For student Loans, they are to be reported accurately The Revdex.com can close the case as not resolved, yes the loan is in forbearance, but they have opened accounts within the three credit agencies which is what the actual dispute is had they looked I am very aware of the contact of the credit agencies because I have tried to get great lakes to remove them for over years since it has been reporting since incorrectly I have hired a team of lawyers to fix their errors on my credit report which I will then sue them for the cost of them to remove it Thank you, [redacted]
[redacted] Lead Trade Practice Consultant Revdex.com of Wisconsin W Greenfield Ave #Milwaukee WI Complaint ID: [redacted] Reference ID: 05- Dear 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 that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes)Mr [redacted] ’s concern as we understand it is that he would like the rehabilitation of his loan to conclude and that he wants the default status removed from his consumer report Firstly, we are very sorry to hear about the passing of Mr [redacted] ’s family member Please forward our condolences As Mr [redacted] noted, he was paying his account in the rehabilitation program via automated payments, and these payments ceased after the January 13, payment During the course of our investigation, we discovered Transworld Systems, Incorporated (TSI), the agency that was administering Mr [redacted] ’s loan updated to a new credit card payment processor in December of At that time, Mr [redacted] ’s credit card was denied when TSI attempted to process the December payment On December 20, TSI spoke to him and he provided updated credit card information During the conversation on December 20, the TSI representative took two payments from Mr [redacted] as their payment systems were showing that he had already made seven payments Unfortunately, TSI had failed to back off the June 3, payment from their system when it was returned as non-sufficient funds As a result, they were erroneously counting that payment, leading them to believe that Mr [redacted] had made seven payments rather than the six as reflected on the Great Lakes system The December payment was not included in the count at the time and thus, the TSI representative scheduled just two additional payments for December and January, believing that would allow Mr [redacted] to conclude his rehabilitation Unfortunately, due to human error, the system interpreted that TSI did have payments on file for February 10, and March 10, As such no follattempts occurred to recover the missing payments Once the error was discovered in March, TSI attempted to contact the borrower in order to obtain the additional payments TSI has reported to us their attempts to reach Mr [redacted] were unsuccessful until they were able to make contact on April 28, At that point in time, TSI explained that due to this error he had broken his original rehabilitation agreement and that he is now required to begin the loan rehabilitation program again Based on the information provided to us by TSI, it is Great Lakes’ feeling that the missed payments had most likely been caused by human error when the TSI Representative failed to set up the recurring payment processing system properly Subsequently Mr [redacted] broke his rehabilitation agreement On May 11, Great Lakes recalled the account from TSI As such, Great Lakes Collection Support is now servicing Mr [redacted] ’s account In an effort to ameliorate the situation, our office is proposing that Mr [redacted] make his ninth rehabilitation payment of at least $by no later than 05/31/ Once the payment has posted to Mr [redacted] ’s account we will push the rehabilitation through His payment history would then show that he had made the agreed upon nine voluntary payments Once that process has been completed, we can approve Mr [redacted] ’s eligibility for rehabilitation and sell it to a participating lender At that point in time his rehabilitation would conclude It is important to note that per the rehabilitation agreement, a borrower understands that they must continue to make voluntary monthly payments of at the least the minimum amount until their loans are sold to a participating lenderAs such, we would encourage Mr [redacted] to be sure to set up his account on automatic payments so that another situation such as this would not occur If Mr [redacted] is amenable to the aforementioned proposal, we encourage him to set up the $automatic payments and then contact Great Lakes Collection Support at ###-###-#### to finalize the rehabilitation As Mr [redacted] noted he is anxious to resolve the default status by rehabilitating his account The successful rehabilitation of Mr [redacted] ’s defaulted loan(s) will result in the following: • Removal of his student loan(s) from default status • Removal of the default status from his credit bureau report Please note: 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 [redacted] It is important that Mr [redacted] understand he will be remain responsible for a 16% rehabilitation fee should he decide to rehabilitate his loans We again thank you for contacting us and for giving us an opportunity to be of assistance, and we apologize to Mr [redacted] for the frustration he has experiencedIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted] Great Lakes Higher Education Ombudsman Specialist
Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding the application of payments toward her student loansTo be more specific, she is making payments in excess of her monthly payment amounts and wants to ensure they are being applied toward the principal balances with the highest interest rates.To begin, we would like to thank Ms [redacted] for detailing her experiences with Great LakesWe strive to provide excellent customer service and genuinely appreciate this type of detailed feedback, as it gives us the opportunity to improve the level of service we provide our customersOn a related note, we are pleased to advise that we are in the process of implementing a new feature, which should be available within the next month, to improve the quality of our customer’s experience while making payments through our websiteOnce available, when a borrower makes an extra payment (a payment in excess of their regular monthly payment), they will have the ability to select and apply the extra amount toward specific loans within their accountHopefully this feature will prevent similar issues from transpiring in the future.As Ms [redacted] stated, her servicing history reflects that she would like her extra payments to be applied toward the highest interest rate loansWith that in mind, we would like to notify Ms [redacted] that moving forward any extra payments she makes will automatically be reapplied as she indicated, assuming any outstanding interest is satisfiedIt will no longer be necessary for her to contact us to make these requestsAdditionally, so that she is aware, we will complete the necessary adjustments to reapply any extra payments she makes within two business days of her payment posting to her accountPlease also note that if an adjustment is made, the payment will be shown as pending within her payment history; however, once it has been reapplied it will be retroactively posted to her account as of the date it was originally applied.I apologize for any frustration Ms [redacted] experienced and hope the information provided alleviates her concernIf she has additional questions or concerns, she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely, [redacted]
Revdex.com: 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.] Regards, [redacted]
Revdex.com: 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 A reduction of my payment is NOT what I asked for The $of NSF fees caused by a poor job of communication by their company is what I asking be returned to meEmails are not certified mailI did NOT receive any communication on that changeI want my money refunded back to me and for my account to be transferred to a better company Regards, [redacted]
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 do not expect this company to come forward and take responsibility for the misinformation given to me by their representativeLegally they have nothing compelling them to do so and so this is how it standsIt's just unfortunate in my eyes that this type of action can go on and leave the consumer of their services to suffer for their ineptitude Regards, Kevin [redacted]
July 2, [redacted] ** [redacted] 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 concern in regard to her U.SDepartment of Education (ED) Consolidation loan account According to the information submitted by Ms [redacted] , her address and email address match the information on our systemWe regret the difficulties she has had accessing her account and would be happy to assist her with accessing her account information on mygreatlakes.orgWe encourage her to contact a Borrower Services Representative at the contact information provided below to begin the process According to ED’s records, Ms [redacted] completed her consolidation application on June 16, We have attached a copy of it for her referencePlease note that any identity sensitive information has been masked in order to protect her privacy Unfortunately, after reviewing her consolidation application, we were unable to determine why she was incapable of accessing her account in our systemThe demographic information provided on her consolidation application, such as her address, phone number, and email address, is the information we updated our system with when we started servicing her Consolidation loan At the present time, Ms [redacted] ’s account is past due days in the amount of $1,Her current monthly payment is $If she needs, it is important for her to know that there are repayment and assistance options available which would allow her to lower or postpone her payments, as well as options to bring her account up to dateAs previously mentioned, we would be happy to work with her not only with helping her access her account, but also to find the option that best fits her current situationAt Great Lakes, our goal is to assist our borrowers with meeting their loan obligation in any way that we can Additionally, if Ms [redacted] has federal student loans serviced outside of Great Lakes, or if she would like to review information about the loans included inside of her consolidation, she may visit the National Student Loan Data System (NSLDS), ED’s central repository that houses all federal student loan information, at their website, www.nslds.ed.gov I hope that Ms [redacted] finds the information provided usefulIf she has any additional questions or concerns, she may contact our Borrower Services Department by phone at ###-###-####, through email at [redacted] , or by mailing: Great Lakes [redacted] Sincerely, Aimee S [redacted] Great Lakes Educational Loan Services Inc
Thank you for your follow up on behalf of Mr [redacted] ***We appreciate the opportunity toaddress his additional concerns.Attached is a copy of Mr***’s current payment scheduleSince Direct Loan Servicing Center(DLSS/ACS) generated the original payment schedule, not Great Lakes, we are unable to providea copyHowever, the attached payment schedule does detail the interest rate and estimates thetotal amount he will pay over the life of the loan, presuming he remains on this payment schedule.Federal student loans are simple interest loans, meaning interest accrues daily based upon theoutstanding principal balanceAs it states on Mr***’s attached payment schedule, all amountsto be repaid are only estimatesOn page 2, Payment of Interest, it states: “The amount of theregular payment is based upon the assumption that all payments will be made on the scheduleddue datesThe total interest payable during the repayment period, may be more or less thanprojected by this Payment Schedule, depending upon whether you pay earlier or later thanscheduledThe amount of the final payment indicated in the “Repayment Terms” section will beadjusted upward or downward to reflect the balance due based upon the dates the paymentswere actually received.”As previously advised, Mr***’s current payment schedule will allow him to satisfy his loanwithin the repayment term required by the terms and conditions of his loanHowever, as with anysimple interest rate loan, Great Lakes cannot guarantee that additional changes to his paymentamount would not be necessary in the future.We empathize with Mr***’s dissatisfaction concerning the time frame it took to identify that thepayment schedule his loan transferred with was incorrectWe have shared this frustration with hislender, the U.SDepartment of Education (ED).We apologize for any inconvenience this has caused Mr***Should he have any questions orconcerns regarding the information provided, he may contact our Borrower Services Departmentby phone at ###-###-####, through email at [redacted] , or by mailing [redacted]
Dear Ms [redacted] , Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding her student loanMs***’s concern as we understand it is verification she needs to provide proof of income and expenses in order for Great Lakes Higher Education Guaranty Corporation (Great Lakes) to consider a settlement of her student loan debt By way of some background, on June 29, 2015, Great Lakes, as the guarantor, paid a default claim to the servicer of the loan, American Education Services (AES)This was the result of their not receiving payment(s), or a completed request for deferment or forbearance to prevent Ms***’s loan from defaulting Based on the terms of her signed Promissory Note, when her student loan defaulted, the balance became due and payable in full The governing law under which Ms***’s Federal Family Education Loan Program (FFELP) Consolidation loan is subject to is the Higher Education Act of 1965, as amended and applicable U.SDepartment of Education (ED) regulations (collectively referred to as the “Act”) The original balance of Ms***’s consolidation loan with FFELP was $22, Great Lakes originated this loan on December 1, and we have included a copy of her promissory note for your reviewGreat Lakes Educational Loan Services, Incorporated, (GLELSI) was involved in the servicing of her account from December 1, to October 10, The loan servicing was assigned to AES on October 11, who serviced the loan until the default occurred June 29, We are providing a copy of Ms***’s FFELP Federal Consolidation Loan Application and Promissory Note (PN) and the Borrower Rights and Responsibilities Statement (R&R) as well as the payment histories from both GLELSI and AES for your review Please know that in order to protect Ms***’s privacy, her identity sensitive information (Social Security Number, Driver’s License Number, and Date of Birth) has been masked from the enclosed documents Additionally, Ms [redacted] may also access and view detailed information about her student loan through the link provided on ED’s website, studentloans.gov, for the National Student Loan Data System (NSLDS), ED’s central repository that houses all federal student loan information When Ms***’s loan was consolidated in 2005, the repayment term was extended from a 10-year term to a 20-year term She also chose a Graduated Repayment Schedule on her applicationAt that time, she opted to make smaller, interest only payments in the beginning of repayment and gradually increase in stages over the course of the repayment periodGenerally, extending the repayment term will increase the total interest paid over the lifetime of the loan To illustrate this, we have enclosed a copy of the Payment Schedule and Disclosures (Payment Schedules) we received from GLELSI dated January 8, and May 15, It is important to point out the estimated amount of “Interest Payable During Repayment” These estimated amounts were $15,on January 8, and $11, on May 15, respectively Ms***’s federal student loan is a simple interest loanThis means interest accrues daily on the outstanding principal balance, and payments are credited to her account as of the date they are receivedPayments must be applied first to interest and late fees/collection fees, then to loan principalThis also means that only the amount that exceeds interest and any fees owed is applied to principal It is important to note that the number of days between payments has a very large impact on whether or not any of the payment will be applied to the principal The payment histories we have included break down how each payment was applied to her loan Although Ms***’s loan term is years, she is welcome to pay off the loan within the terms of her PN, ahead of that scheduleThere are no prepayment penalties on Consolidation Loans, and it would save her money by doing so Regarding Ms***’s desire to settle her student loan debt, in order for a settlement request to be considered Great Lakes requires a financial statement, in order to make a determination based on current and expected financial conditionMs [redacted] may send her financial statement for consideration to: Great Lakes Higher Education Guaranty Corporation Collection Support P.O Box Madison, WI 53707- In the event Ms [redacted] and Great Lakes can find a compromised settlement amount and the loan is paid in full, the credit reporting would be reported as a paid collection amount Ms***’s request for a cease and desist would not be necessary since no further contact would be made to her once the loan has been paid in full Since the status of Ms***’s account is in default status, we would like to point out Point #“Consequences of Default” in the R&R where it states: “Default is defined in detail in my Note If I default, the entire unpaid balance and collection fees will become immediately due and payable Failure to repay this loan according to its terms and conditions may result in any or all of the following: -Loss of federal and state income tax refunds, -Loss of other federal or state payments, -My employer withholding part of my wages to give them to my guarantor (administrative wage garnishment).” -Legal action against me, -Collection charges (including attorney’s fees) being assessed against me, -Loss of my professional license, -An increase in my interest rate, -Loss of eligibility for other student aid and assistance under most federal benefit programs, -Loss of eligibility for loan deferments, and -Negative credit reports to credit bureaus Furthermore, per Section of the PN, “Promise to Pay” it states: “I promise to pay to the order of the lender all sums disbursed (hereafter “loan”) under the terms of this Promissory Note (hereafter “Note”) to pay off my prior loan obligations, plus interest and other charges and fees that may become due as provided in this Note Unless I make interest payments, interest that accrues on my loan during forbearance periods and on the unsubsidized portion of my loan during deferment periods may be added, as provided under the Act, to the principal balance of my loan If fail to make any payment on this Note when it is due, I will also pay reasonable collection costs, including but not limited to attorney’s fees, court costs, and other fees I UNDERSTAND THAT THIS IS A LOAN THAT I MUST REPAY.” Ms***’s account may be rehabilitated out of default after she enters into a Rehabilitation Agreement and voluntarily makes consecutive on-time payments over a month period as required After she has made the sixth payment she may qualify for additional Title IV financial aid The successful rehabilitation of her defaulted student loan(s) will result in the following: - Removal of her 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 forbearance It is important to note that on July 1, 2014, new regulations concerning Administrative Wage Garnishment (AWG) for defaulted borrowers went into effect ( CFR § 682.410(b)(9))The regulations contain special requirements for borrowers who enter rehabilitation agreements while subject to AWG ordersGuarantors “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” (CFR §§ 682.405(a)(3)(i), 682.410(b)(9)(V)) For more information on loan rehabilitation Ms [redacted] may also contact her servicer, Performant Recovery, Incorporated (Performant) at 800-927- We again thank you for contacting us and for giving us an opportunity to be of assistanceIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at 866-486-7140, or by email at [email protected] Sincerely, Joe [redacted] Great Lakes Higher Education Ombudsman Specialist
Thank you for for your follow up on behalf of Mr [redacted] , and for again providing us theopportunity to address his concern pertaining to the delinquency Great Lakes reported to theCredit Reporting Agencies.Upon reviewing Mr [redacted] ’s concern, we determined that mailing him a letter directly wouldenable us to more thoroughly address his concernWe hope that he finds the informationprovided helpful.If Mr [redacted] has any additional questions or concerns, he may contact our Borrower ServicesDepartment by phone at ###-###-####, by email at [email protected], or by mail tothe address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely,Janet Campbell
Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding how payments are applied to her Direct Loan Program Consolidation loan with the [redacted] .After reviewing our records, it appears that Ms [redacted] ’s concern was addressed during communications she had with our Complaint Resolution Team on August 4, For review, I have attached the referenced communications and related correspondence sent to address Ms [redacted] ’s concern.If Ms [redacted] has any additional questions or concerns, she may contact our Borrower Services Department by phone at ###-###-####, or by email at [redacted]
[redacted] Lead Trade Practice Consultant Revdex.com of Wisconsin W Greenfield Ave #Milwaukee WI Complaint ID: [redacted] Reference ID: 12- [redacted] Dear Ms [redacted] , Thank you for contacting us on behalf of MsTacy [redacted] and for providing us the opportunity to address her concern regarding her student loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes)Ms***’s concern, as we understand it, is that she would like Great Lakes to withdraw all collection fees The governing law under which Ms***’s Federal Family Education Loan Program (FFELP) Consolidation loan is subject to is the Higher Education Act of 1965, as amended, and applicable U.SDepartment of Education (Ed) regulations (collectively referred to as the “Act”) On February 6, 2017, Great Lakes as the guarantor paid a default claim to Great Lakes Educational Loan Services, Incorporated (GLELSI)This was the result of their not receiving payment(s) or a completed request for deferment or forbearance to prevent Ms***’s loan from defaulting Based on the terms of her signed Promissory Note, when her student loan defaulted, the balance became due and payable in full Subsequently, the servicing of her defaulted Consolidation loan was assigned to Great Lakes Default Collections We are providing a copy of Ms***’s FFELP Federal Consolidation Loan Application and Promissory Note (PN), and the Borrower’s Rights and Responsibilities Statement (R&R) for her review It is important for Ms [redacted] to understand that the Freedom of Information Act (FOIA) requirements allow Great Lakes to provide requested records in any form or format readily reproducibleThe promissory note copies that have been provided contain a clear, legible photocopy of Ms***’s signature, which satisfies the FOIA requirement Additionally, she may also access and view detailed information about her student loan through the link provided on ED’s website, studentloans.gov, for the National Student Loan Data System, ED’s central repository that houses all federal student loan information At this time Ms***’s options to resolve her current default are limited because changes to the federal regulations as of August 14, no longer allow borrowers to rehabilitate defaulted loans more than once During the course of our investigation we discovered that Ms [redacted] had already taken advantage of the default loan rehabilitation program, which allows student loan borrowers a onetime opportunity to get their loans out of default by making a pre-determined number of consecutive, voluntary, on-time monthly payments Our investigation confirmed she resolved her January 5, default via the rehabilitation program on December 13, Regarding the collection fees that have been accessed on Ms***’s account, we direct her to review the enclosed R&R: Point #“Consequences of Default” in the R&R it states: “Default is defined in detail in my Note If I default, the entire unpaid balance and collection fees will become immediately due and payable Failure to repay this loan according to its terms and conditions may result in any or all of the following: -Loss of federal and state income tax refunds, -Loss of other federal or state payments, -My employer withholding part of my wages to give them to my guarantor (administrative wage garnishment)-Legal action against me, -Collection charges (including attorney’s fees) being assessed against me, -Loss of my professional license, -An increase in my interest rate, -Loss of eligibility for other student aid and assistance under most federal benefit programs, -Loss of eligibility for loan deferments, and -Negative credit reports to credit bureaus.” Furthermore, Per Section of the PN, “Promise to Pay” it states: I promise to pay to the order of the lender, all sums disbursed (hereafter “loan”) under the terms of this Promissory Note (hereafter “Note”) to pay off my prior loan obligations, plus interest and other charges and fees that may become due as provided in this Note Unless I make interest payments, interest that accrues on my loan during forbearance periods and on the unsubsidized portion of my loan during deferment periods will be added, as provided under the Act, to the principal balance of the loanIf I fail to make any payments on this Note when due, I will also pay reasonable collection costs, including but not limited to attorney’s fees, court costs and other feesI UNDERSTAND THAT THIS IS A LOAN THAT I MUST REPAY” Although Ms [redacted] is no longer eligible for the rehabilitation program; she may be able to resolve her default through loan consolidation Ms [redacted] can attempt to consolidate through the William DFord Direct Loan Program A Direct consolidation is when ED issues a consolidation loan that pays outstanding student loans A borrower then repays the consolidation loan directly to ED For additional information on this program, Ms [redacted] can call ###-###-#### or visit their website at http://www.loanconsolidation.ed.gov/ [redacted] It is important to understand that Ms [redacted] will remain responsible for the collection fees should she decide to consolidate her loans We again thank you for contacting us and for giving us on behalf of Ms [redacted] and for giving us an opportunity to be of assistance If additional information is required, Ms [redacted] can contact our office directly between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [email protected] Sincerely, [redacted] Great Lakes Higher Education Ombudsman Specialist
Thank you for contacting us on behalf of MsAmy [redacted] and for providing us the opportunity toaddress her concern regarding payments withdrawn automatically from her bank account for herstudent loan account with the U.SDepartment of Education (ED), as she believes the paymentswere withdrawn without her consent.In order to fully address Ms [redacted] ’s concern, we must first point out that, to completeenrollment in Auto Pay, our automated payment processing system, it is necessary for a borrowerto agree to the terms and conditions of Auto PayFor convenience, we have attached a copy ofthe Auto Pay Terms and ConditionsIn addition, prior to beginning enrollment, a borrower isprovided important information to consider and opportunity to review frequently asked questions.Importantly, within the terms and conditions and frequently asked questions, information isprovided prior to enrollment indicating that all accounts in repayment status will be withdrawnthrough Auto Pay.Upon review of Ms [redacted] 's account, we have verified that she enrolled in Auto Pay on January7, through her online account on our website, mygreatlakes.orgAt the time she signed upfor Auto Pay, her due date was the 18th of each month for her loan under lender number762581(“Loan 1”)This loan entered repayment status immediately after her In-school defermentconcluded as it had previously utilized its one-time 6-month grace.Ms [redacted] ’s loan account under lender number [redacted] (“Loan 2”) entered repayment status onJanuary 28, following the expiration of its grace periodOn February 2, 2016, a paymentschedule was emailed to inform Ms [redacted] that her additional loan account required a $50.00payment on the 11th of each month beginning in March Her billing statement emailed onFebruary 24, provided notification that her Auto Pay would begin pulling the $paymentfor Loan on March 11, Our records confirm that Ms [redacted] spoke with a Specialized Account Manager on August 22,regarding the $withdrawals from her bank account through Auto PayWe havereviewed the activity of the call and confirmed that she did not agree with the Auto Paywithdrawals that had taken place for her Loan from March through August Whilespeaking with the manager, the offer was made to deactivate Ms [redacted] ’s Auto Pay; however,Ms [redacted] declined.During the call, Ms [redacted] and the manager discussed the possibility of an Economic Hardshipdeferment to postpone payments if Ms [redacted] qualifiedDue to her interest in applying for thedeferment, she asked the manager to apply a 60-day forbearance to temporarily postponepayments and to allow her sufficient time to submit her deferment request form and required proofof incomeThe day forbearance was set to expire on October 20, Once the form andrequired proof of income was received, it was determined that Ms [redacted] did not meet thefederal guidelines for the defermentWe were, therefore, unable to apply the Economic Hardshipdeferment to her account.Following the October expiration of her forbearance, Ms [redacted] was emailed a new paymentschedule for both of her accounts on October 24, which indicated that her total $159.14would be due on the 4th of each month beginning in December Subsequently, her billingstatement was emailed and mailed to her on November 13, indicating that her Auto Paywould withdraw the total $payment on December 4, 2016.We apologize for any frustration Ms [redacted] has experienced, but hope this provides asatisfactory explanation of what occurred and whyIf she has any questions or concerns, she maycontact our Borrower Services Department by phone at ###-###-####, by email at [redacted] , or by mail to the address below:Great Lakes [redacted] ***
Revdex.com: 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.Due to the fact that we have no knowledge or have ever received any of the Notices of Guaranty Transfer sent on 10/6/2014, other notices sent on 10/15/2014, including Request for Administrative Review, & Notice Prior to Wage Withholding Because to my understanding, Ed Financial Services, had placed these loans under Deferment or Forbearance [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding the credit reporting we have done toward her student loan accounts, which we service on behalf of the U.SDepartment of Education (ED).To begin, we must first note that the Higher Education Act of requires Great Lakes to report the status of all serviced student loan accounts to the nationwide Credit Reporting Agencies (CRAs)Additionally, the Fair Credit Reporting Act requires that this information is reported accurately and objectivelyIt’s also important to note that we are audited to ensure our compliance with these requirements.With this in mind, we reviewed Ms [redacted] ’s account to verify the accuracy of the information we reported toward her credit files, and to ensure no errors were made that would lead to, or resulted in, inaccurate delinquency reporting (such as misapplication of payments)According to our records, the delinquencies that were reported toward Ms [redacted] ’s accounts occurred between June and November 2013.According to the National Student Loan Data System (NSLDS), ED’s central repository that houses all federal student loan information, Ms [redacted] was not in school at the time the aforementioned delinquencies were reported toward her accountsThe enrollment information Ms [redacted] ’s schools reported to NSLDS indicates that she withdrew from National American University on October 8, 2012, and that she did not start school again until July 1, 2015, at Strayer UniversityBecause of this, Ms [redacted] ’s accounts were correctly placed into repayment after her grace period, which was on file from October 9, through April 8, 2013.In addition to the aforementioned points, we also confirmed that all of the information we reported to the CRAs, on behalf of Ms [redacted] , was accurateRegrettably, for the reasons mentioned above, even though we empathize with Ms [redacted] ’s situation, we are unable to make any adjustments to our past credit reporting.We understand that this is not the answer Ms [redacted] was hoping for and apologize for the frustration she has experiencedIf she has any questions or concerns, she may contact our Borrower Services Department by phone at ###-###-####, by email at [email protected], or by mail to the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely,
Thank you for contacting us on behalf of Ms [redacted] and for providing us theopportunity to address her concern regarding the deferment status on her Parent PLUS loan, withthe U.SDepartment of Education (ED), taken out on behalf of her son, [redacted] .Upon receiving Ms [redacted] ’s concern, we reviewed our records and were unable to locate anyphone calls within the month of June as she referencedAlthough our records did not reflect anyphone calls during June, we were able to confirm that we spoke with Ms [redacted] on July and20th, at which time she submitted a request to end the Student Enrollment Deferment (July 14)and asked that we not place any additional Student Enrollment Deferments on her accountmoving forward (July 20)We can confirm that both of Ms [redacted] ’s requests have beenprocessed.After speaking with Ms [redacted] on July 14, 2016, as noted above, the deferment was removedfrom her account and a new payment scheduled was issued on July 31, The terms of Ms[redacted] ’s payment schedule calls for monthly payments of $which are due on the 11th of eachmonth beginning in SeptemberSince Ms [redacted] enrolled in Auto Pay, her monthly paymentamount will be electronically pulled from her designated bank account.It is important for Ms [redacted] to understand that when she completed her loan application, shestated she wanted her account placed into deferment when her son was eligible for the In-SchoolDefermentAs such, since we did not receive a request from Ms [redacted] to end her defermentprior to July 14, 2016, we are unable to refund the interest that has accrued since May as sherequested.We apologize for any frustration Ms [redacted] has experienced and hope she finds the informationprovided helpfulIf she has any questions or concerns, she may contact our Borrower ServicesDepartment by phone at ###-###-####, by email at [email protected], or by mail tothe address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely, [redacted]
Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding the correspondence she received indicating that she currently has a student loan account with Great Lakes.After receiving Ms [redacted] ’s concern, we reviewed our records and confirmed that the letter she referenced was sent to her in errorMs [redacted] may disregard the letter, as Great Lakes does not currently service a student loan account in her nameWe apologize for any frustration this experience has caused her and hope the information provided resolves her concern.If Ms [redacted] has additional questions or concerns, she may contact our Borrower Services Department by phone at ###-###-#### (please note that some calls may be monitored or recorded for quality assurance purposes), by email at [email protected], or by mail to the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely, [redacted]
Thank you for contacting us on behalf of Ms [redacted] and for providing us theopportunity to address her request to no longer report her student loan, which we service onbehalf of the U.SDepartment of Education (ED), to the nationwide Credit Reporting Agencies(CRAs).Concerning credit reporting, it is important for Ms [redacted] to be aware that The HigherEducation Act of 1965, as amended, requires that Great Lakes report the status of all servicedstudent loan accounts to the nationwide CRAsAdditionally, the Fair Credit Reporting Act requiresthat this information is reported accurately and objectivelyPlease note that we are audited toensure our compliance with these requirements.Regrettably, due to the aforementioned reasons, we are unable to honor Ms [redacted] ’srequest to no longer report her loan to the CRAsMoving forward, until her loan obligation issatisfied, we will continue reporting pieces of data to the CRAs including; her current status, thedate her loan was opened, her balance, and the amount and date of her last payment.Additionally, we also report the type of loan, demographic information, and her obligation towardsthe loan.At the present time, as Ms [redacted] referenced, her loan is being reported to the CRAs asdeferred, as she is currently in her grace period until June 13, 2016.I hope Ms [redacted] finds the information provided helpfulIf she has any questions orconcerns, she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] ***
Dear MsJuedes: Thank you for contacting us on behalf of MsOchei 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) We are happy to report that our Collection Support Department has been in contact with MsOchei and are working directly with her toward a resolutionWe again thank you for contacting us and for giving us an opportunity to be of assistanceIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [email protected], [redacted] ***Great Lakes Higher EducationOmbudsman Specialist
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***’s complaint, we reviewed our records which confirmed that we previouslyserviced two loans that she had an obligation towardThe first was a federal Parent PLUS loanwith T.H.ELoan Program USB Trustee, in which she was the sole borrower, and a DiscoverFinancial Services (Discover) Private loan, a portion of which she consigned for MrBrandon***.According to our records, Ms***’s obligation to both of the aforementioned accounts has beenmetFor Ms***’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 recordsAs 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, 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 complaintFor 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 helpfulIf she has any additional questions orconcerns, she may contact our Borrower Services Department by phone at ###-###-####,through email at [redacted] , or by mailing: [redacted] ***
Revdex.com: 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 For student Loans, they are to be reported accurately The Revdex.com can close the case as not resolved, yes the loan is in forbearance, but they have opened accounts within the three credit agencies which is what the actual dispute is had they looked I am very aware of the contact of the credit agencies because I have tried to get great lakes to remove them for over years since it has been reporting since incorrectly I have hired a team of lawyers to fix their errors on my credit report which I will then sue them for the cost of them to remove it Thank you, [redacted]
[redacted] Lead Trade Practice Consultant Revdex.com of Wisconsin W Greenfield Ave #Milwaukee WI Complaint ID: [redacted] Reference ID: 05- Dear 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 that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes)Mr [redacted] ’s concern as we understand it is that he would like the rehabilitation of his loan to conclude and that he wants the default status removed from his consumer report Firstly, we are very sorry to hear about the passing of Mr [redacted] ’s family member Please forward our condolences As Mr [redacted] noted, he was paying his account in the rehabilitation program via automated payments, and these payments ceased after the January 13, payment During the course of our investigation, we discovered Transworld Systems, Incorporated (TSI), the agency that was administering Mr [redacted] ’s loan updated to a new credit card payment processor in December of At that time, Mr [redacted] ’s credit card was denied when TSI attempted to process the December payment On December 20, TSI spoke to him and he provided updated credit card information During the conversation on December 20, the TSI representative took two payments from Mr [redacted] as their payment systems were showing that he had already made seven payments Unfortunately, TSI had failed to back off the June 3, payment from their system when it was returned as non-sufficient funds As a result, they were erroneously counting that payment, leading them to believe that Mr [redacted] had made seven payments rather than the six as reflected on the Great Lakes system The December payment was not included in the count at the time and thus, the TSI representative scheduled just two additional payments for December and January, believing that would allow Mr [redacted] to conclude his rehabilitation Unfortunately, due to human error, the system interpreted that TSI did have payments on file for February 10, and March 10, As such no follattempts occurred to recover the missing payments Once the error was discovered in March, TSI attempted to contact the borrower in order to obtain the additional payments TSI has reported to us their attempts to reach Mr [redacted] were unsuccessful until they were able to make contact on April 28, At that point in time, TSI explained that due to this error he had broken his original rehabilitation agreement and that he is now required to begin the loan rehabilitation program again Based on the information provided to us by TSI, it is Great Lakes’ feeling that the missed payments had most likely been caused by human error when the TSI Representative failed to set up the recurring payment processing system properly Subsequently Mr [redacted] broke his rehabilitation agreement On May 11, Great Lakes recalled the account from TSI As such, Great Lakes Collection Support is now servicing Mr [redacted] ’s account In an effort to ameliorate the situation, our office is proposing that Mr [redacted] make his ninth rehabilitation payment of at least $by no later than 05/31/ Once the payment has posted to Mr [redacted] ’s account we will push the rehabilitation through His payment history would then show that he had made the agreed upon nine voluntary payments Once that process has been completed, we can approve Mr [redacted] ’s eligibility for rehabilitation and sell it to a participating lender At that point in time his rehabilitation would conclude It is important to note that per the rehabilitation agreement, a borrower understands that they must continue to make voluntary monthly payments of at the least the minimum amount until their loans are sold to a participating lenderAs such, we would encourage Mr [redacted] to be sure to set up his account on automatic payments so that another situation such as this would not occur If Mr [redacted] is amenable to the aforementioned proposal, we encourage him to set up the $automatic payments and then contact Great Lakes Collection Support at ###-###-#### to finalize the rehabilitation As Mr [redacted] noted he is anxious to resolve the default status by rehabilitating his account The successful rehabilitation of Mr [redacted] ’s defaulted loan(s) will result in the following: • Removal of his student loan(s) from default status • Removal of the default status from his credit bureau report Please note: 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 [redacted] It is important that Mr [redacted] understand he will be remain responsible for a 16% rehabilitation fee should he decide to rehabilitate his loans We again thank you for contacting us and for giving us an opportunity to be of assistance, and we apologize to Mr [redacted] for the frustration he has experiencedIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted] Great Lakes Higher Education Ombudsman Specialist
Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding the application of payments toward her student loansTo be more specific, she is making payments in excess of her monthly payment amounts and wants to ensure they are being applied toward the principal balances with the highest interest rates.To begin, we would like to thank Ms [redacted] for detailing her experiences with Great LakesWe strive to provide excellent customer service and genuinely appreciate this type of detailed feedback, as it gives us the opportunity to improve the level of service we provide our customersOn a related note, we are pleased to advise that we are in the process of implementing a new feature, which should be available within the next month, to improve the quality of our customer’s experience while making payments through our websiteOnce available, when a borrower makes an extra payment (a payment in excess of their regular monthly payment), they will have the ability to select and apply the extra amount toward specific loans within their accountHopefully this feature will prevent similar issues from transpiring in the future.As Ms [redacted] stated, her servicing history reflects that she would like her extra payments to be applied toward the highest interest rate loansWith that in mind, we would like to notify Ms [redacted] that moving forward any extra payments she makes will automatically be reapplied as she indicated, assuming any outstanding interest is satisfiedIt will no longer be necessary for her to contact us to make these requestsAdditionally, so that she is aware, we will complete the necessary adjustments to reapply any extra payments she makes within two business days of her payment posting to her accountPlease also note that if an adjustment is made, the payment will be shown as pending within her payment history; however, once it has been reapplied it will be retroactively posted to her account as of the date it was originally applied.I apologize for any frustration Ms [redacted] experienced and hope the information provided alleviates her concernIf she has additional questions or concerns, she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely, [redacted]
Revdex.com: 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.] Regards, [redacted]
Revdex.com: 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 A reduction of my payment is NOT what I asked for The $of NSF fees caused by a poor job of communication by their company is what I asking be returned to meEmails are not certified mailI did NOT receive any communication on that changeI want my money refunded back to me and for my account to be transferred to a better company Regards, [redacted]
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 do not expect this company to come forward and take responsibility for the misinformation given to me by their representativeLegally they have nothing compelling them to do so and so this is how it standsIt's just unfortunate in my eyes that this type of action can go on and leave the consumer of their services to suffer for their ineptitude Regards, Kevin [redacted]
July 2, [redacted] ** [redacted] 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 concern in regard to her U.SDepartment of Education (ED) Consolidation loan account According to the information submitted by Ms [redacted] , her address and email address match the information on our systemWe regret the difficulties she has had accessing her account and would be happy to assist her with accessing her account information on mygreatlakes.orgWe encourage her to contact a Borrower Services Representative at the contact information provided below to begin the process According to ED’s records, Ms [redacted] completed her consolidation application on June 16, We have attached a copy of it for her referencePlease note that any identity sensitive information has been masked in order to protect her privacy Unfortunately, after reviewing her consolidation application, we were unable to determine why she was incapable of accessing her account in our systemThe demographic information provided on her consolidation application, such as her address, phone number, and email address, is the information we updated our system with when we started servicing her Consolidation loan At the present time, Ms [redacted] ’s account is past due days in the amount of $1,Her current monthly payment is $If she needs, it is important for her to know that there are repayment and assistance options available which would allow her to lower or postpone her payments, as well as options to bring her account up to dateAs previously mentioned, we would be happy to work with her not only with helping her access her account, but also to find the option that best fits her current situationAt Great Lakes, our goal is to assist our borrowers with meeting their loan obligation in any way that we can Additionally, if Ms [redacted] has federal student loans serviced outside of Great Lakes, or if she would like to review information about the loans included inside of her consolidation, she may visit the National Student Loan Data System (NSLDS), ED’s central repository that houses all federal student loan information, at their website, www.nslds.ed.gov I hope that Ms [redacted] finds the information provided usefulIf she has any additional questions or concerns, she may contact our Borrower Services Department by phone at ###-###-####, through email at [redacted] , or by mailing: Great Lakes [redacted] Sincerely, Aimee S [redacted] Great Lakes Educational Loan Services Inc
Thank you for your follow up on behalf of Mr [redacted] ***We appreciate the opportunity toaddress his additional concerns.Attached is a copy of Mr***’s current payment scheduleSince Direct Loan Servicing Center(DLSS/ACS) generated the original payment schedule, not Great Lakes, we are unable to providea copyHowever, the attached payment schedule does detail the interest rate and estimates thetotal amount he will pay over the life of the loan, presuming he remains on this payment schedule.Federal student loans are simple interest loans, meaning interest accrues daily based upon theoutstanding principal balanceAs it states on Mr***’s attached payment schedule, all amountsto be repaid are only estimatesOn page 2, Payment of Interest, it states: “The amount of theregular payment is based upon the assumption that all payments will be made on the scheduleddue datesThe total interest payable during the repayment period, may be more or less thanprojected by this Payment Schedule, depending upon whether you pay earlier or later thanscheduledThe amount of the final payment indicated in the “Repayment Terms” section will beadjusted upward or downward to reflect the balance due based upon the dates the paymentswere actually received.”As previously advised, Mr***’s current payment schedule will allow him to satisfy his loanwithin the repayment term required by the terms and conditions of his loanHowever, as with anysimple interest rate loan, Great Lakes cannot guarantee that additional changes to his paymentamount would not be necessary in the future.We empathize with Mr***’s dissatisfaction concerning the time frame it took to identify that thepayment schedule his loan transferred with was incorrectWe have shared this frustration with hislender, the U.SDepartment of Education (ED).We apologize for any inconvenience this has caused Mr***Should he have any questions orconcerns regarding the information provided, he may contact our Borrower Services Departmentby phone at ###-###-####, through email at [redacted] , or by mailing [redacted]
Dear Ms [redacted] , Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding her student loanMs***’s concern as we understand it is verification she needs to provide proof of income and expenses in order for Great Lakes Higher Education Guaranty Corporation (Great Lakes) to consider a settlement of her student loan debt By way of some background, on June 29, 2015, Great Lakes, as the guarantor, paid a default claim to the servicer of the loan, American Education Services (AES)This was the result of their not receiving payment(s), or a completed request for deferment or forbearance to prevent Ms***’s loan from defaulting Based on the terms of her signed Promissory Note, when her student loan defaulted, the balance became due and payable in full The governing law under which Ms***’s Federal Family Education Loan Program (FFELP) Consolidation loan is subject to is the Higher Education Act of 1965, as amended and applicable U.SDepartment of Education (ED) regulations (collectively referred to as the “Act”) The original balance of Ms***’s consolidation loan with FFELP was $22, Great Lakes originated this loan on December 1, and we have included a copy of her promissory note for your reviewGreat Lakes Educational Loan Services, Incorporated, (GLELSI) was involved in the servicing of her account from December 1, to October 10, The loan servicing was assigned to AES on October 11, who serviced the loan until the default occurred June 29, We are providing a copy of Ms***’s FFELP Federal Consolidation Loan Application and Promissory Note (PN) and the Borrower Rights and Responsibilities Statement (R&R) as well as the payment histories from both GLELSI and AES for your review Please know that in order to protect Ms***’s privacy, her identity sensitive information (Social Security Number, Driver’s License Number, and Date of Birth) has been masked from the enclosed documents Additionally, Ms [redacted] may also access and view detailed information about her student loan through the link provided on ED’s website, studentloans.gov, for the National Student Loan Data System (NSLDS), ED’s central repository that houses all federal student loan information When Ms***’s loan was consolidated in 2005, the repayment term was extended from a 10-year term to a 20-year term She also chose a Graduated Repayment Schedule on her applicationAt that time, she opted to make smaller, interest only payments in the beginning of repayment and gradually increase in stages over the course of the repayment periodGenerally, extending the repayment term will increase the total interest paid over the lifetime of the loan To illustrate this, we have enclosed a copy of the Payment Schedule and Disclosures (Payment Schedules) we received from GLELSI dated January 8, and May 15, It is important to point out the estimated amount of “Interest Payable During Repayment” These estimated amounts were $15,on January 8, and $11, on May 15, respectively Ms***’s federal student loan is a simple interest loanThis means interest accrues daily on the outstanding principal balance, and payments are credited to her account as of the date they are receivedPayments must be applied first to interest and late fees/collection fees, then to loan principalThis also means that only the amount that exceeds interest and any fees owed is applied to principal It is important to note that the number of days between payments has a very large impact on whether or not any of the payment will be applied to the principal The payment histories we have included break down how each payment was applied to her loan Although Ms***’s loan term is years, she is welcome to pay off the loan within the terms of her PN, ahead of that scheduleThere are no prepayment penalties on Consolidation Loans, and it would save her money by doing so Regarding Ms***’s desire to settle her student loan debt, in order for a settlement request to be considered Great Lakes requires a financial statement, in order to make a determination based on current and expected financial conditionMs [redacted] may send her financial statement for consideration to: Great Lakes Higher Education Guaranty Corporation Collection Support P.O Box Madison, WI 53707- In the event Ms [redacted] and Great Lakes can find a compromised settlement amount and the loan is paid in full, the credit reporting would be reported as a paid collection amount Ms***’s request for a cease and desist would not be necessary since no further contact would be made to her once the loan has been paid in full Since the status of Ms***’s account is in default status, we would like to point out Point #“Consequences of Default” in the R&R where it states: “Default is defined in detail in my Note If I default, the entire unpaid balance and collection fees will become immediately due and payable Failure to repay this loan according to its terms and conditions may result in any or all of the following: -Loss of federal and state income tax refunds, -Loss of other federal or state payments, -My employer withholding part of my wages to give them to my guarantor (administrative wage garnishment).” -Legal action against me, -Collection charges (including attorney’s fees) being assessed against me, -Loss of my professional license, -An increase in my interest rate, -Loss of eligibility for other student aid and assistance under most federal benefit programs, -Loss of eligibility for loan deferments, and -Negative credit reports to credit bureaus Furthermore, per Section of the PN, “Promise to Pay” it states: “I promise to pay to the order of the lender all sums disbursed (hereafter “loan”) under the terms of this Promissory Note (hereafter “Note”) to pay off my prior loan obligations, plus interest and other charges and fees that may become due as provided in this Note Unless I make interest payments, interest that accrues on my loan during forbearance periods and on the unsubsidized portion of my loan during deferment periods may be added, as provided under the Act, to the principal balance of my loan If fail to make any payment on this Note when it is due, I will also pay reasonable collection costs, including but not limited to attorney’s fees, court costs, and other fees I UNDERSTAND THAT THIS IS A LOAN THAT I MUST REPAY.” Ms***’s account may be rehabilitated out of default after she enters into a Rehabilitation Agreement and voluntarily makes consecutive on-time payments over a month period as required After she has made the sixth payment she may qualify for additional Title IV financial aid The successful rehabilitation of her defaulted student loan(s) will result in the following: - Removal of her 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 forbearance It is important to note that on July 1, 2014, new regulations concerning Administrative Wage Garnishment (AWG) for defaulted borrowers went into effect ( CFR § 682.410(b)(9))The regulations contain special requirements for borrowers who enter rehabilitation agreements while subject to AWG ordersGuarantors “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” (CFR §§ 682.405(a)(3)(i), 682.410(b)(9)(V)) For more information on loan rehabilitation Ms [redacted] may also contact her servicer, Performant Recovery, Incorporated (Performant) at 800-927- We again thank you for contacting us and for giving us an opportunity to be of assistanceIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at 866-486-7140, or by email at [email protected] Sincerely, Joe [redacted] Great Lakes Higher Education Ombudsman Specialist
Thank you for for your follow up on behalf of Mr [redacted] , and for again providing us theopportunity to address his concern pertaining to the delinquency Great Lakes reported to theCredit Reporting Agencies.Upon reviewing Mr [redacted] ’s concern, we determined that mailing him a letter directly wouldenable us to more thoroughly address his concernWe hope that he finds the informationprovided helpful.If Mr [redacted] has any additional questions or concerns, he may contact our Borrower ServicesDepartment by phone at ###-###-####, by email at [email protected], or by mail tothe address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely,Janet Campbell
Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding how payments are applied to her Direct Loan Program Consolidation loan with the [redacted] .After reviewing our records, it appears that Ms [redacted] ’s concern was addressed during communications she had with our Complaint Resolution Team on August 4, For review, I have attached the referenced communications and related correspondence sent to address Ms [redacted] ’s concern.If Ms [redacted] has any additional questions or concerns, she may contact our Borrower Services Department by phone at ###-###-####, or by email at [redacted]
[redacted] Lead Trade Practice Consultant Revdex.com of Wisconsin W Greenfield Ave #Milwaukee WI Complaint ID: [redacted] Reference ID: 12- [redacted] Dear Ms [redacted] , Thank you for contacting us on behalf of MsTacy [redacted] and for providing us the opportunity to address her concern regarding her student loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes)Ms***’s concern, as we understand it, is that she would like Great Lakes to withdraw all collection fees The governing law under which Ms***’s Federal Family Education Loan Program (FFELP) Consolidation loan is subject to is the Higher Education Act of 1965, as amended, and applicable U.SDepartment of Education (Ed) regulations (collectively referred to as the “Act”) On February 6, 2017, Great Lakes as the guarantor paid a default claim to Great Lakes Educational Loan Services, Incorporated (GLELSI)This was the result of their not receiving payment(s) or a completed request for deferment or forbearance to prevent Ms***’s loan from defaulting Based on the terms of her signed Promissory Note, when her student loan defaulted, the balance became due and payable in full Subsequently, the servicing of her defaulted Consolidation loan was assigned to Great Lakes Default Collections We are providing a copy of Ms***’s FFELP Federal Consolidation Loan Application and Promissory Note (PN), and the Borrower’s Rights and Responsibilities Statement (R&R) for her review It is important for Ms [redacted] to understand that the Freedom of Information Act (FOIA) requirements allow Great Lakes to provide requested records in any form or format readily reproducibleThe promissory note copies that have been provided contain a clear, legible photocopy of Ms***’s signature, which satisfies the FOIA requirement Additionally, she may also access and view detailed information about her student loan through the link provided on ED’s website, studentloans.gov, for the National Student Loan Data System, ED’s central repository that houses all federal student loan information At this time Ms***’s options to resolve her current default are limited because changes to the federal regulations as of August 14, no longer allow borrowers to rehabilitate defaulted loans more than once During the course of our investigation we discovered that Ms [redacted] had already taken advantage of the default loan rehabilitation program, which allows student loan borrowers a onetime opportunity to get their loans out of default by making a pre-determined number of consecutive, voluntary, on-time monthly payments Our investigation confirmed she resolved her January 5, default via the rehabilitation program on December 13, Regarding the collection fees that have been accessed on Ms***’s account, we direct her to review the enclosed R&R: Point #“Consequences of Default” in the R&R it states: “Default is defined in detail in my Note If I default, the entire unpaid balance and collection fees will become immediately due and payable Failure to repay this loan according to its terms and conditions may result in any or all of the following: -Loss of federal and state income tax refunds, -Loss of other federal or state payments, -My employer withholding part of my wages to give them to my guarantor (administrative wage garnishment)-Legal action against me, -Collection charges (including attorney’s fees) being assessed against me, -Loss of my professional license, -An increase in my interest rate, -Loss of eligibility for other student aid and assistance under most federal benefit programs, -Loss of eligibility for loan deferments, and -Negative credit reports to credit bureaus.” Furthermore, Per Section of the PN, “Promise to Pay” it states: I promise to pay to the order of the lender, all sums disbursed (hereafter “loan”) under the terms of this Promissory Note (hereafter “Note”) to pay off my prior loan obligations, plus interest and other charges and fees that may become due as provided in this Note Unless I make interest payments, interest that accrues on my loan during forbearance periods and on the unsubsidized portion of my loan during deferment periods will be added, as provided under the Act, to the principal balance of the loanIf I fail to make any payments on this Note when due, I will also pay reasonable collection costs, including but not limited to attorney’s fees, court costs and other feesI UNDERSTAND THAT THIS IS A LOAN THAT I MUST REPAY” Although Ms [redacted] is no longer eligible for the rehabilitation program; she may be able to resolve her default through loan consolidation Ms [redacted] can attempt to consolidate through the William DFord Direct Loan Program A Direct consolidation is when ED issues a consolidation loan that pays outstanding student loans A borrower then repays the consolidation loan directly to ED For additional information on this program, Ms [redacted] can call ###-###-#### or visit their website at http://www.loanconsolidation.ed.gov/ [redacted] It is important to understand that Ms [redacted] will remain responsible for the collection fees should she decide to consolidate her loans We again thank you for contacting us and for giving us on behalf of Ms [redacted] and for giving us an opportunity to be of assistance If additional information is required, Ms [redacted] can contact our office directly between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [email protected] Sincerely, [redacted] Great Lakes Higher Education Ombudsman Specialist
Thank you for contacting us on behalf of MsAmy [redacted] and for providing us the opportunity toaddress her concern regarding payments withdrawn automatically from her bank account for herstudent loan account with the U.SDepartment of Education (ED), as she believes the paymentswere withdrawn without her consent.In order to fully address Ms [redacted] ’s concern, we must first point out that, to completeenrollment in Auto Pay, our automated payment processing system, it is necessary for a borrowerto agree to the terms and conditions of Auto PayFor convenience, we have attached a copy ofthe Auto Pay Terms and ConditionsIn addition, prior to beginning enrollment, a borrower isprovided important information to consider and opportunity to review frequently asked questions.Importantly, within the terms and conditions and frequently asked questions, information isprovided prior to enrollment indicating that all accounts in repayment status will be withdrawnthrough Auto Pay.Upon review of Ms [redacted] 's account, we have verified that she enrolled in Auto Pay on January7, through her online account on our website, mygreatlakes.orgAt the time she signed upfor Auto Pay, her due date was the 18th of each month for her loan under lender number762581(“Loan 1”)This loan entered repayment status immediately after her In-school defermentconcluded as it had previously utilized its one-time 6-month grace.Ms [redacted] ’s loan account under lender number [redacted] (“Loan 2”) entered repayment status onJanuary 28, following the expiration of its grace periodOn February 2, 2016, a paymentschedule was emailed to inform Ms [redacted] that her additional loan account required a $50.00payment on the 11th of each month beginning in March Her billing statement emailed onFebruary 24, provided notification that her Auto Pay would begin pulling the $paymentfor Loan on March 11, Our records confirm that Ms [redacted] spoke with a Specialized Account Manager on August 22,regarding the $withdrawals from her bank account through Auto PayWe havereviewed the activity of the call and confirmed that she did not agree with the Auto Paywithdrawals that had taken place for her Loan from March through August Whilespeaking with the manager, the offer was made to deactivate Ms [redacted] ’s Auto Pay; however,Ms [redacted] declined.During the call, Ms [redacted] and the manager discussed the possibility of an Economic Hardshipdeferment to postpone payments if Ms [redacted] qualifiedDue to her interest in applying for thedeferment, she asked the manager to apply a 60-day forbearance to temporarily postponepayments and to allow her sufficient time to submit her deferment request form and required proofof incomeThe day forbearance was set to expire on October 20, Once the form andrequired proof of income was received, it was determined that Ms [redacted] did not meet thefederal guidelines for the defermentWe were, therefore, unable to apply the Economic Hardshipdeferment to her account.Following the October expiration of her forbearance, Ms [redacted] was emailed a new paymentschedule for both of her accounts on October 24, which indicated that her total $159.14would be due on the 4th of each month beginning in December Subsequently, her billingstatement was emailed and mailed to her on November 13, indicating that her Auto Paywould withdraw the total $payment on December 4, 2016.We apologize for any frustration Ms [redacted] has experienced, but hope this provides asatisfactory explanation of what occurred and whyIf she has any questions or concerns, she maycontact our Borrower Services Department by phone at ###-###-####, by email at [redacted] , or by mail to the address below:Great Lakes [redacted] ***
Revdex.com: 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.Due to the fact that we have no knowledge or have ever received any of the Notices of Guaranty Transfer sent on 10/6/2014, other notices sent on 10/15/2014, including Request for Administrative Review, & Notice Prior to Wage Withholding Because to my understanding, Ed Financial Services, had placed these loans under Deferment or Forbearance [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding the credit reporting we have done toward her student loan accounts, which we service on behalf of the U.SDepartment of Education (ED).To begin, we must first note that the Higher Education Act of requires Great Lakes to report the status of all serviced student loan accounts to the nationwide Credit Reporting Agencies (CRAs)Additionally, the Fair Credit Reporting Act requires that this information is reported accurately and objectivelyIt’s also important to note that we are audited to ensure our compliance with these requirements.With this in mind, we reviewed Ms [redacted] ’s account to verify the accuracy of the information we reported toward her credit files, and to ensure no errors were made that would lead to, or resulted in, inaccurate delinquency reporting (such as misapplication of payments)According to our records, the delinquencies that were reported toward Ms [redacted] ’s accounts occurred between June and November 2013.According to the National Student Loan Data System (NSLDS), ED’s central repository that houses all federal student loan information, Ms [redacted] was not in school at the time the aforementioned delinquencies were reported toward her accountsThe enrollment information Ms [redacted] ’s schools reported to NSLDS indicates that she withdrew from National American University on October 8, 2012, and that she did not start school again until July 1, 2015, at Strayer UniversityBecause of this, Ms [redacted] ’s accounts were correctly placed into repayment after her grace period, which was on file from October 9, through April 8, 2013.In addition to the aforementioned points, we also confirmed that all of the information we reported to the CRAs, on behalf of Ms [redacted] , was accurateRegrettably, for the reasons mentioned above, even though we empathize with Ms [redacted] ’s situation, we are unable to make any adjustments to our past credit reporting.We understand that this is not the answer Ms [redacted] was hoping for and apologize for the frustration she has experiencedIf she has any questions or concerns, she may contact our Borrower Services Department by phone at ###-###-####, by email at [email protected], or by mail to the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely,
Thank you for contacting us on behalf of Ms [redacted] and for providing us theopportunity to address her concern regarding the deferment status on her Parent PLUS loan, withthe U.SDepartment of Education (ED), taken out on behalf of her son, [redacted] .Upon receiving Ms [redacted] ’s concern, we reviewed our records and were unable to locate anyphone calls within the month of June as she referencedAlthough our records did not reflect anyphone calls during June, we were able to confirm that we spoke with Ms [redacted] on July and20th, at which time she submitted a request to end the Student Enrollment Deferment (July 14)and asked that we not place any additional Student Enrollment Deferments on her accountmoving forward (July 20)We can confirm that both of Ms [redacted] ’s requests have beenprocessed.After speaking with Ms [redacted] on July 14, 2016, as noted above, the deferment was removedfrom her account and a new payment scheduled was issued on July 31, The terms of Ms[redacted] ’s payment schedule calls for monthly payments of $which are due on the 11th of eachmonth beginning in SeptemberSince Ms [redacted] enrolled in Auto Pay, her monthly paymentamount will be electronically pulled from her designated bank account.It is important for Ms [redacted] to understand that when she completed her loan application, shestated she wanted her account placed into deferment when her son was eligible for the In-SchoolDefermentAs such, since we did not receive a request from Ms [redacted] to end her defermentprior to July 14, 2016, we are unable to refund the interest that has accrued since May as sherequested.We apologize for any frustration Ms [redacted] has experienced and hope she finds the informationprovided helpfulIf she has any questions or concerns, she may contact our Borrower ServicesDepartment by phone at ###-###-####, by email at [email protected], or by mail tothe address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely, [redacted]
Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern regarding the correspondence she received indicating that she currently has a student loan account with Great Lakes.After receiving Ms [redacted] ’s concern, we reviewed our records and confirmed that the letter she referenced was sent to her in errorMs [redacted] may disregard the letter, as Great Lakes does not currently service a student loan account in her nameWe apologize for any frustration this experience has caused her and hope the information provided resolves her concern.If Ms [redacted] has additional questions or concerns, she may contact our Borrower Services Department by phone at ###-###-#### (please note that some calls may be monitored or recorded for quality assurance purposes), by email at [email protected], or by mail to the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely, [redacted]
Thank you for contacting us on behalf of Ms [redacted] and for providing us theopportunity to address her request to no longer report her student loan, which we service onbehalf of the U.SDepartment of Education (ED), to the nationwide Credit Reporting Agencies(CRAs).Concerning credit reporting, it is important for Ms [redacted] to be aware that The HigherEducation Act of 1965, as amended, requires that Great Lakes report the status of all servicedstudent loan accounts to the nationwide CRAsAdditionally, the Fair Credit Reporting Act requiresthat this information is reported accurately and objectivelyPlease note that we are audited toensure our compliance with these requirements.Regrettably, due to the aforementioned reasons, we are unable to honor Ms [redacted] ’srequest to no longer report her loan to the CRAsMoving forward, until her loan obligation issatisfied, we will continue reporting pieces of data to the CRAs including; her current status, thedate her loan was opened, her balance, and the amount and date of her last payment.Additionally, we also report the type of loan, demographic information, and her obligation towardsthe loan.At the present time, as Ms [redacted] referenced, her loan is being reported to the CRAs asdeferred, as she is currently in her grace period until June 13, 2016.I hope Ms [redacted] finds the information provided helpfulIf she has any questions orconcerns, she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] ***
Dear MsJuedes: Thank you for contacting us on behalf of MsOchei 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) We are happy to report that our Collection Support Department has been in contact with MsOchei and are working directly with her toward a resolutionWe again thank you for contacting us and for giving us an opportunity to be of assistanceIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [email protected], [redacted] ***Great Lakes Higher EducationOmbudsman Specialist