[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
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 loan. Ms. [redacted]’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. [redacted]’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. [redacted]’s Federal Family Education Loan Program (FFELP) Consolidation loan is subject to is the Higher Education Act of 1965, as amended and applicable U.S. Department of Education (ED) regulations (collectively referred to as the “Act”). The original balance of Ms. [redacted]’s consolidation loan with FFELP was $22,393.46. Great Lakes originated this loan on December 1, 2005 and we have included a copy of her promissory note for your review. Great Lakes Educational Loan Services, Incorporated, (GLELSI) was involved in the servicing of her account from December 1, 2005 to October 10, 2011. The loan servicing was assigned to AES on October 11, 2011 who serviced the loan until the default occurred June 29, 2015. We are providing a copy of Ms. [redacted]’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. [redacted]’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. [redacted]’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 application. At 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 period. Generally, 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, 2006 and May 15, 2011. It is important to point out the estimated amount of “Interest Payable During Repayment”. These estimated amounts were $15,827.00 on January 8, 2006 and $11, 343.96 on May 15, 2011 respectively. Ms. [redacted]’s federal student loan is a simple interest loan. This means interest accrues daily on the outstanding principal balance, and payments are credited to her account as of the date they are received. Payments must be applied first to interest and late fees/collection fees, then to loan principal. This 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. [redacted]’s loan term is 20 years, she is welcome to pay off the loan within the terms of her PN, ahead of that schedule. There are no prepayment penalties on Consolidation Loans, and it would save her money by doing so. Regarding Ms. [redacted]’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 condition. Ms. [redacted] may send her financial statement for consideration to: Great Lakes Higher Education Guaranty Corporation Collection Support P.O. Box 7859 Madison, WI 53707-7859 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. [redacted]’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. [redacted]’s account is in default status, we would like to point out Point #6 “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 36 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. [redacted]’s account may be rehabilitated out of default after she enters into a Rehabilitation Agreement and voluntarily makes 9 consecutive on-time payments over a 10 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 ( 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)). For more information on loan rehabilitation Ms. [redacted] may also contact her servicer, Performant Recovery, Incorporated (Performant) at 800-927-7667. 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 866-486-7140, or by email at [email protected]. Sincerely, Joe [redacted] Great Lakes Higher Education Ombudsman Specialist
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr....
[redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us the
opportunity to address his concern regarding his monthly payment amount
increasing which caused his bank account to be overdrawn.
The
U.S. Department of Education (ED), when a borrower’s defaulted loan has been
successfully rehabilitated, transfers the loan for servicing. In Mr. [redacted]’
case, his loan was transferred to Great Lakes. Upon transfer, the payment
schedule used during the time of rehabilitation remains in effect for
approximately 90 days, which allows the borrower sufficient time to choose an
ED approved repayment plan. During this 90 day period, the borrower is sent
notifications advising the status of their account and if no repayment plan is
chosen by the end of that period, the borrower is placed in the Standard level
Repayment plan.
We
have reviewed Mr. [redacted]’ account and have verified that his loan transferred
to Great Lakes from Debt Management Collection Systems (DMCS) after it was
successfully rehabilitated on January 6, 2015. A “Welcome Letter” notifying him
of this was emailed and mailed to him on that same date.
This
notification advised Mr. [redacted] that the payment schedule his loan
transferred with, which had a monthly payment amount of $4.47, would expire on April
6, 2015. Additionally, it advised that if he did not select a new repayment
plan by that date, his loan would be placed on the Standard Level Repayment
plan, and his monthly payments would increase. For his review, we have attached
a copy of his Welcome Letter.
It
is also important to understand that once a borrower’s account enters repayment,
ED requires the borrower to satisfy their loan within a required time frame, as
dictated by federal guidelines. As a result, a payment schedule is generated
for payments to begin approximately 30 to 45 days from the date their loan account
enters repayment. This payment schedule may list a due date and payment amount
different than what the borrower had chosen on Auto Pay, our automated bill-pay
service.
As
in Mr. [redacted]’ situation, on March 12, 2015, he enrolled in Auto Pay while his
monthly payment amount was $4.47. His new payment schedule then generated on April
12, 2015, indicating a payment amount of $249.67 due on the 23rd of
each month, with his first payment being due by May 23, 2015. This payment
schedule was emailed to him on April 13, 2015, and has also been attached for
review.
It
is important to understand that Great
Lakes is contractually obligated to abide by all federal guidelines set forth
by ED. Our purpose, at Great Lakes, is to assist borrowers with the repayment
of their loan(s) any way that we can. However, as we assist them, we are
required to comply with all federal guidelines that govern their loan(s).
Interest rates, forbearance eligibility, deferment eligibility, loan
forgiveness and discharge, repayment options, as well as methods of payment are
outlined in the federal guidelines. The monthly payment amount of $249.67 satisfied
the guidelines in which we are required to follow. Unfortunately, Great Lakes
is unable to make exceptions to such guidelines.
At
the present time, our records confirm that Mr. [redacted]’ account is in a
temporary forbearance to allow him time to complete an Income-Driven Repayment
application. If he has any questions or concerns about his account, he may
contact us at the information provided below. Please know that we would be
happy to work with Mr. [redacted]’ to find and option that is most suitable for his
situation. He may also visit our website, mygreatlakes.org, which provides
detailed information and tools that can help him determine if an available
option will work for him.
I
apologize for the frustration this experience has caused Mr. [redacted] and hope
he finds the information provided helpful. As previously referenced, if he has any additional questions or concerns,
he may contact our Borrower Services Department by phone at
###-###-####, by email at [redacted],
or by mail to:
Great
Lakes
[redacted]
Sincerely,
Aimee S[redacted]
Great Lakes Educational Loan Services, Inc.
Thank you for contacting us on behalf of Mr. Curt [redacted] and for providing us the opportunity toaddress his concerns regarding the status of his Parent PLUS loans with the U.S. Department ofEducation and the customer service issues he experienced.As Mr. [redacted]’s inquiry had multiple issues...
that needed to be addressed, we reached out tohim directly and requested that he contact a Specialized Account Manager so that we couldaddress his concerns. According to our records, Mr. [redacted] contacted us on February 3, 2016and we were able to discuss and resolve his concerns.We wanted to thank Mr. [redacted] for giving us the opportunity to assist him and for his feedback,which we forwarded to the appropriate parties for review and coaching purposes.We genuinely apologize for the frustration Mr. [redacted] experienced. Moving forward, if he hasany additional questions or concerns, he may contact a Specialized Account Manager directly bycalling ###-###-#### – [redacted], or our Borrower Services Department at ###-###-####,[email protected], or 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.
The explanation is the same that I've heard before from them when I called, but I will not pursue the matter anymore as I am so tired of reasoning with this organization.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Dear 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.
Thank you and Kind Regards,
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr. [redacted]:
Thank
you for again contacting us on behalf of Ms. [redacted] and for providing
us the opportunity to address her additional concerns regarding the amount of
her monthly payment under her Income-Based Repayment (IBR) plan.
We
reviewed Ms. [redacted]’s account to determine the reason her June 14, 2015
payment schedule generated with a payment amount of $44.56, which was her IBR
payment based on her August 11, 2014 application. At the time we received her
March 24, 2015 Pay as You Earn application, a portion of Ms. [redacted]’s account
was in her grace period, effective December 13, 2014 through June 13, 2015, with
other portions of her account that already utilized their 6 month grace period
in a forbearance to match.
The
March 24, 2015 Pay as You Earn application was not processed because borrowers
are required, by the terms of the IBR plan, to make a payment ($5 minimum) to
switch from the IBR plan. Since we were unable to process this application, the
new income documentation provided with this application was not used to
calculate the June 14, 2015 IBR plan.
The
last payment of Ms. [redacted]’s original IBR plan, which began in August 2014
plan ran for 12 months, was technically due August 21, 2015. Because Ms. [redacted]
returned to school, she was in deferment and did not have to make the payments
originally due when she applied for IBR in August 2014. However, after she was
no longer attending as a half-time student, she entered her grace/forbearance period.
Since IBR plans run for 12 months at a time, when her grace/forbearance period
ended June 13, 2015, she still had 2 payments remaining on her August 2014 IBR plan. Because her
August 2014 IBR information was the last IBR application we were able to
process, her June 14, 2015 payment schedule remained on the August 2014 IBR
payment schedule which was still valid. She would have remained on this plan
until either we received a new IBR application that we could process, which Ms.
[redacted] submitted June 24, 2015, or until August 21, 2015 when it would have
ended.
I
hope this information helps provide Ms. [redacted] the clarification she was
seeking. If she has any additional questions or concerns, she may contact our
Borrower Services Department by phone at (800) 236-4300, through email at [redacted], or by
mailing:
Great Lakes
[redacted]
Sincerely,
Aimee S[redacted]
Great
Lakes Educational Loan Services Inc.
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, 2015. 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 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
Dear Mr. [redacted]:Thankyou for contacting us on behalf of Mr. [redacted] and for providingus the opportunity to address his concern about his Federal Student Aid (FSA) FederalDirect Loan (FDL) Consolidation Loan with the U. S. Department of Education(ED), serviced by Great Lakes...
Education Loan Services (GLELSI). Hisconcern, as we understand it, is regarding his request to have hisconsolidation loan unconsolidated. Great Lakes, when originating a consolidation loan, is required to perform theconsolidation as indicated on the consolidation application we receivefrom ED. Once a borrower chooses to consolidate theirloans, the consolidation application is completed by the borrower on line. At the time Mr. [redacted]’s application was completed, part of that onlineapplication process was utilizing the FSA Personal Identification Number(PIN). The PIN, which had been in use since 1998, was a four-digit numeric code used together with personallyidentifying information (such as Social Security number, name, and date ofbirth) to log in to FSA websites. Additionally,the PIN served as a borrower’s legal signature on FSA Documents as well as tomake binding legal obligations. In an effort to assist, Great Lakes referred Mr. [redacted]’s case to ED forreview. ED’s response was that Mr.[redacted] would have had to provide his PIN to a third party consolidation company,thus ED saw no grounds to unconsolidated the loan. Please understand that while we are unable to provide any additional informationregarding Mr. [redacted]’s concerns, we remain willing and able to assist himwith the repayment of his loan moving forward. We apologize and understand that this is not the outcome Mr. [redacted] desired,but please understand that a complete and objective review has been performed.Unfortunately, Great Lakes cannot unconsolidate his consolidation loan. Future requestswith regards to this issue can be made to the Department of Education FSAOmbudsman’s office; their contact information is as follows:
[redacted]
[redacted]
[redacted]
[redacted] Phone ###-###-####If Mr. [redacted] has any additional questions or concerns regarding theinformation provided, he may contact our Borrower Services Department by phoneat ###-###-####, through email at [redacted],or by mailing:[redacted]
[redacted]
[redacted]We sincerely apologize for the frustration Mr. [redacted] has experienced and hopethis information will be helpful to him. If you require future assistance from our office, you can reach usbetween 8:00 am and 4:30 pm Monday through Friday at ###-###-####, or by emailat [redacted]. Sincerely,[redacted]Great Lakes Ombudsman Office
Thank you for your follow up on behalf of Ms. [redacted]. We appreciate the opportunity to address her additional concern, which is that she does not agree with the posting date, November 9, 2015, of the payment she scheduled November 6, 2015. Ms. [redacted] believes that a payment scheduled on a specific day should also post on that day.We appreciate Ms. [redacted]’s suggestion for improvements to our Pay Online payment system. We are always exploring ideas to make self-servicing more available and efficient for customers. Unfortunately, until this feature exists, allowing payments to be sent to the bank the same day as they are scheduled regardless of the time they are submitted, payments will continue to be processed in the same fashion they currently are. We apologize for any inconvenience this may cause Ms. [redacted].Because Ms. [redacted] stated she would like her loan serviced elsewhere, we wanted to provide information about federal student loan consolidation with the U.S. Department of Education (ED). Performing a consolidation would enable her to choose the company she would like to service her loan.However, it is important for Ms. [redacted] to adequately research consolidation to make sure consolidating is the right fit for her situation. Some significant items to consider outside of the servicer selection are:• Interest Rate- The Interest rates for consolidation loans are determined by calculating the weighted average of the interest rates on each of the loans that are being consolidating, rounded up to the nearest 1/8 percent. In some cases, consolidating fixed rate loans may produce a consolidation loan with an interest rate slightly higher than the original loan. If a borrower has variable rate loans, they will lock in a fixed interest rate calculated at the time of the consolidation. This fixed rate remains the same throughout the life of the loan.• Monthly Payment Amount- Depending on the total consolidation balance, Ms. [redacted]’s repayment term will be extended. While extending the repayment term may make her monthly payment more manageable by decreasing it, she will ultimately end up paying substantially more interest over the life of the loan.To assist her in making the most informed decision, additional information about consolidation is available online at our website, mygreatlakes.org, or ED’s website, studentloans.gov.If Ms. [redacted] has any additional questions or concerns, she may contact our Borrower Services Department by phone at ###-###-####, by email at [redacted], or by mail to:[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.I believe the reporting to my credit is inaccurate because it states that I was on time one month and the very next I was 90 days late. This is the first negative mark from this company. I have made every payment except four. These four missed payments are noted as 90,120,150 and 180 days late. This simply just does not add up for me. I would like this adjusted. I am also in the process of filing complaint against Lexington Law. I would be willing to get another letter. Please let me know what needs to be included in order to over turn these marks and consider it done.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Douglas [redacted]
Thank you for your additional follow up on behalf of Mr. Douglas [redacted]. According to Mr. [redacted]’most recent inquiry, he does not believe the information Great Lakes reported to the nationwideConsumer Reporting Agencies (CRAs) is accurate, as his account was first reported delinquent at90 days past due.With regard to Mr. [redacted]’ concern about his account being first reported as past due at 90days, I want to point out that Department of Education guidance suggests that servicers reportdelinquencies when a borrower’s account reaches 60 days past due. However, to giveborrowers additional time to bring their account(s) current, our current policy is to wait until anaccount is 90 days past due to report delinquencies to the CRAs. Please also keep in mind thatthis policy is subject to change at any time, and that it is possible for a borrower’s account to bereported as delinquent anytime it reaches 30 days or more past due.We also wanted to address Mr. [redacted]’ request to have the adverse information reported byGreat Lakes toward his credit files if he is able to provide documentation from Lexington LawFirm stating they in fact provided him incorrect information advising him not to contact GreatLakes when he entered into an agreement with them. Unfortunately, providing thisdocumentation would not enable us to adjust our past credit reporting. The misrepresentationwas made by Lexington Law and Great Lakes did not participate in any wrongdoing ordeception. It is important for him to remember it was ultimately his responsibility to keep hisaccount from entering a past due statusAs previously advised, if Mr. [redacted] has any questions or concerns, he may contact our BorrowerServices Department by phone at ###-###-####, by email at [redacted], or bymailing:Great Lakes[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have reviewed the response from Great Lakes dated 7/28/15; and at this time feel that I am at an impasse. I do not recall submitting an application last year in August and do not know why I would have done so considering I was returning to school just a few weeks after that. I do recall having called earlier this spring as well; due to frequently receiving emails indicating I needed to submit an application for IBR though I had already done so. The website and system are confusing with the number of contradicting emails and payment schedule creations, etc. Hopefully the next request for resubmission of income based repayment is received at an appropriate time and this confusion can be avoided in the future.
Regards,
Thank you for following up on behalf of Ms. Michelle [redacted] and for providing us the opportunity toaddress her additional concern regarding Great Lakes’ inability to reduce the amount of themonthly payment on her Private student loan with [redacted]).As previously advised, Great Lakes unfortunately does not have the authority to modify or offerMs. [redacted] any repayment or assistance options outside of those detailed in her loan’s terms andconditions. To discuss whether or not this is a possibility, Ms. [redacted] will need to contact [redacted]directly at ###-###-####.I apologize that Great Lakes is unable to be of more assistance to Ms. [redacted]. If she has anyquestions or concerns outside of modifying her loans terms and conditions, she may contact ourBorrower Services Department at ###-###-####, [redacted], or the addressbelow:Great Lakes[redacted]
Thank you for contacting us on behalf of Ms. [redacted] and for providing us the opportunity to address her concern. She affirms, within her complaint, that the information being reported toward her credit files by Great Lakes is inaccurate, and as a result, is adversely affecting her...
credit.Our records indicate that we currently service a Stafford loan account with Educational Services of America, under lender number [redacted]. In addition, we previously serviced Ms. [redacted]’s U.S. Department of Education (ED) Stafford loan, under lender number [redacted], until September 2012. According to the National Student Loan Data System (NSLDS), ED’s central repository that houses all federal student loan information, Ms. [redacted]’s ED held Stafford loan is now being serviced by Navient Solutions, Inc.In an effort to address Ms. [redacted]’s concern, we re-evaluated the credit reporting done toward the aforementioned accounts to ensure no errors were made that would lead to, or result in, inaccurate delinquency reporting (such as misapplication of payments). Our review of her credit reporting history confirmed that our reporting was accurate and objective, as required, and that no such errors were made.To summarize the credit reporting done toward Ms. [redacted]’s accounts, we have detailed the following information:• Lender Number [redacted]: First reported by Great Lakes after transfer in May 2014. The date reported for the account originally being opened was, and currently remains, September 2004. To date, this account has only been reported as being current, never past due.• Lender Number [redacted]: Reported as defaulted as of September 2012. The delinquencies leading to the default, which were reported from December 2011 through August 2012, are accurate. At the time of default, this account was 360 days past due.Please know that the Higher Education Act of 1965 requires that Great Lakes 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 objectively. We are audited to ensure our compliance with these requirements. Regrettably, since we have verified that our credit reporting is accurate, no adjustments will be made to Ms. [redacted]’s credit files.If Ms. [redacted] disagrees with the information provided, we request that she provide us with documentation substantiating her claim that our credit reporting is inaccurate so that we may initiate a supplementary investigation of her dispute. This information may be sent to the email or mailing address provided below, or it may be faxed to (800) 375-5288.I understand that this may not be the answer Ms. [redacted] was hoping for and apologize for any frustration this experience has caused her. If she has any additional questions or concerns, she may contact our Borrower Services Department by phone at [redacted] by email at [redacted], or by mail to: [redacted]
Dear Mr. [redacted]:We are writing with regard to Ms. [redacted]’s most recent rejection. We are not quite sure on the direction we can take. At this point we feel that we have provided all that we can to Ms. [redacted]. The difference between the “Borrower Payments” and Administrative Wage Garnishment ([redacted]) payments has been thoroughly explained in past responses. Additionally, it has been explained that yes a mistake has been made, (with the way payments had been coded), but Ms. [redacted] was in no way harmed by this mistake. In fact because the involuntary payments in question were coded as voluntary payments, she benefited from the mistake. Due to the coding error, Great Lakes wrongly decertified Ms. [redacted]’s account from the U.S. Treasury Offset Program (TOP). If the error had not occurred her tax refund would surely have been offset by the U.S. Treasury. We feel Ms. [redacted]’s best course of action would be to enter into a loan rehabilitation agreement, which would then allow Great Lakes to rightfully decertify her account for TOP. Ms. [redacted] should contact [redacted] ( [redacted]) at ###-###-#### to inquire on the steps she needs to take in order to successfully rehabilitate her loans.Please let us know what your thoughts are. We can certainly attempt to further explain the same points, but in reality it would behoove the customer to enter into a voluntary agreement which would help to prevent her taxes from being offset again.Thank you.Joe [redacted]Great Lakes Higher Education[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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.
I faxed all of the required paperwork when I was advised to do so at the end of 2014 when I originally realized the loan had not been included in the consolidation. I have a fax confirmation showing the fax was received.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[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 loan. Ms. [redacted]’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. [redacted]’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. [redacted]’s Federal Family Education Loan Program (FFELP) Consolidation loan is subject to is the Higher Education Act of 1965, as amended and applicable U.S. Department of Education (ED) regulations (collectively referred to as the “Act”). The original balance of Ms. [redacted]’s consolidation loan with FFELP was $22,393.46. Great Lakes originated this loan on December 1, 2005 and we have included a copy of her promissory note for your review. Great Lakes Educational Loan Services, Incorporated, (GLELSI) was involved in the servicing of her account from December 1, 2005 to October 10, 2011. The loan servicing was assigned to AES on October 11, 2011 who serviced the loan until the default occurred June 29, 2015. We are providing a copy of Ms. [redacted]’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. [redacted]’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. [redacted]’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 application. At 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 period. Generally, 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, 2006 and May 15, 2011. It is important to point out the estimated amount of “Interest Payable During Repayment”. These estimated amounts were $15,827.00 on January 8, 2006 and $11, 343.96 on May 15, 2011 respectively. Ms. [redacted]’s federal student loan is a simple interest loan. This means interest accrues daily on the outstanding principal balance, and payments are credited to her account as of the date they are received. Payments must be applied first to interest and late fees/collection fees, then to loan principal. This 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. [redacted]’s loan term is 20 years, she is welcome to pay off the loan within the terms of her PN, ahead of that schedule. There are no prepayment penalties on Consolidation Loans, and it would save her money by doing so. Regarding Ms. [redacted]’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 condition. Ms. [redacted] may send her financial statement for consideration to: Great Lakes Higher Education Guaranty Corporation Collection Support P.O. Box 7859 Madison, WI 53707-7859 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. [redacted]’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. [redacted]’s account is in default status, we would like to point out Point #6 “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 36 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. [redacted]’s account may be rehabilitated out of default after she enters into a Rehabilitation Agreement and voluntarily makes 9 consecutive on-time payments over a 10 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 ( 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)). For more information on loan rehabilitation Ms. [redacted] may also contact her servicer, Performant Recovery, Incorporated (Performant) at 800-927-7667. 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 866-486-7140, or by email at [email protected]. Sincerely, Joe [redacted] Great Lakes Higher Education Ombudsman Specialist
June 9, 2015
[redacted]
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr....
[redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us the
opportunity to address his concern regarding his monthly payment amount
increasing which caused his bank account to be overdrawn.
The
U.S. Department of Education (ED), when a borrower’s defaulted loan has been
successfully rehabilitated, transfers the loan for servicing. In Mr. [redacted]’
case, his loan was transferred to Great Lakes. Upon transfer, the payment
schedule used during the time of rehabilitation remains in effect for
approximately 90 days, which allows the borrower sufficient time to choose an
ED approved repayment plan. During this 90 day period, the borrower is sent
notifications advising the status of their account and if no repayment plan is
chosen by the end of that period, the borrower is placed in the Standard level
Repayment plan.
We
have reviewed Mr. [redacted]’ account and have verified that his loan transferred
to Great Lakes from Debt Management Collection Systems (DMCS) after it was
successfully rehabilitated on January 6, 2015. A “Welcome Letter” notifying him
of this was emailed and mailed to him on that same date.
This
notification advised Mr. [redacted] that the payment schedule his loan
transferred with, which had a monthly payment amount of $4.47, would expire on April
6, 2015. Additionally, it advised that if he did not select a new repayment
plan by that date, his loan would be placed on the Standard Level Repayment
plan, and his monthly payments would increase. For his review, we have attached
a copy of his Welcome Letter.
It
is also important to understand that once a borrower’s account enters repayment,
ED requires the borrower to satisfy their loan within a required time frame, as
dictated by federal guidelines. As a result, a payment schedule is generated
for payments to begin approximately 30 to 45 days from the date their loan account
enters repayment. This payment schedule may list a due date and payment amount
different than what the borrower had chosen on Auto Pay, our automated bill-pay
service.
As
in Mr. [redacted]’ situation, on March 12, 2015, he enrolled in Auto Pay while his
monthly payment amount was $4.47. His new payment schedule then generated on April
12, 2015, indicating a payment amount of $249.67 due on the 23rd of
each month, with his first payment being due by May 23, 2015. This payment
schedule was emailed to him on April 13, 2015, and has also been attached for
review.
It
is important to understand that Great
Lakes is contractually obligated to abide by all federal guidelines set forth
by ED. Our purpose, at Great Lakes, is to assist borrowers with the repayment
of their loan(s) any way that we can. However, as we assist them, we are
required to comply with all federal guidelines that govern their loan(s).
Interest rates, forbearance eligibility, deferment eligibility, loan
forgiveness and discharge, repayment options, as well as methods of payment are
outlined in the federal guidelines. The monthly payment amount of $249.67 satisfied
the guidelines in which we are required to follow. Unfortunately, Great Lakes
is unable to make exceptions to such guidelines.
At
the present time, our records confirm that Mr. [redacted]’ account is in a
temporary forbearance to allow him time to complete an Income-Driven Repayment
application. If he has any questions or concerns about his account, he may
contact us at the information provided below. Please know that we would be
happy to work with Mr. [redacted]’ to find and option that is most suitable for his
situation. He may also visit our website, mygreatlakes.org, which provides
detailed information and tools that can help him determine if an available
option will work for him.
I
apologize for the frustration this experience has caused Mr. [redacted] and hope
he finds the information provided helpful. As previously referenced, if he has any additional questions or concerns,
he may contact our Borrower Services Department by phone at
###-###-####, by email at [redacted],
or by mail to:
Great
Lakes
[redacted]
Sincerely,
Aimee S[redacted]
Great Lakes Educational Loan Services, Inc.
Thank you for contacting us on behalf of Mr. Curt [redacted] and for providing us the opportunity toaddress his concerns regarding the status of his Parent PLUS loans with the U.S. Department ofEducation and the customer service issues he experienced.As Mr. [redacted]’s inquiry had multiple issues...
that needed to be addressed, we reached out tohim directly and requested that he contact a Specialized Account Manager so that we couldaddress his concerns. According to our records, Mr. [redacted] contacted us on February 3, 2016and we were able to discuss and resolve his concerns.We wanted to thank Mr. [redacted] for giving us the opportunity to assist him and for his feedback,which we forwarded to the appropriate parties for review and coaching purposes.We genuinely apologize for the frustration Mr. [redacted] experienced. Moving forward, if he hasany additional questions or concerns, he may contact a Specialized Account Manager directly bycalling ###-###-#### – [redacted], or our Borrower Services Department at ###-###-####,[email protected], or 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.
The explanation is the same that I've heard before from them when I called, but I will not pursue the matter anymore as I am so tired of reasoning with this organization.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Dear 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.
Thank you and Kind Regards,
[redacted]
July 28, 2015
[redacted]
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr. [redacted]:
Thank
you for again contacting us on behalf of Ms. [redacted] and for providing
us the opportunity to address her additional concerns regarding the amount of
her monthly payment under her Income-Based Repayment (IBR) plan.
We
reviewed Ms. [redacted]’s account to determine the reason her June 14, 2015
payment schedule generated with a payment amount of $44.56, which was her IBR
payment based on her August 11, 2014 application. At the time we received her
March 24, 2015 Pay as You Earn application, a portion of Ms. [redacted]’s account
was in her grace period, effective December 13, 2014 through June 13, 2015, with
other portions of her account that already utilized their 6 month grace period
in a forbearance to match.
The
March 24, 2015 Pay as You Earn application was not processed because borrowers
are required, by the terms of the IBR plan, to make a payment ($5 minimum) to
switch from the IBR plan. Since we were unable to process this application, the
new income documentation provided with this application was not used to
calculate the June 14, 2015 IBR plan.
The
last payment of Ms. [redacted]’s original IBR plan, which began in August 2014
plan ran for 12 months, was technically due August 21, 2015. Because Ms. [redacted]
returned to school, she was in deferment and did not have to make the payments
originally due when she applied for IBR in August 2014. However, after she was
no longer attending as a half-time student, she entered her grace/forbearance period.
Since IBR plans run for 12 months at a time, when her grace/forbearance period
ended June 13, 2015, she still had 2 payments remaining on her August 2014 IBR plan. Because her
August 2014 IBR information was the last IBR application we were able to
process, her June 14, 2015 payment schedule remained on the August 2014 IBR
payment schedule which was still valid. She would have remained on this plan
until either we received a new IBR application that we could process, which Ms.
[redacted] submitted June 24, 2015, or until August 21, 2015 when it would have
ended.
I
hope this information helps provide Ms. [redacted] the clarification she was
seeking. If she has any additional questions or concerns, she may contact our
Borrower Services Department by phone at (800) 236-4300, through email at [redacted], or by
mailing:
Great Lakes
[redacted]
Sincerely,
Aimee S[redacted]
Great
Lakes Educational Loan Services Inc.
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, 2015. 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 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
Dear Mr. [redacted]:Thankyou for contacting us on behalf of Mr. [redacted] and for providingus the opportunity to address his concern about his Federal Student Aid (FSA) FederalDirect Loan (FDL) Consolidation Loan with the U. S. Department of Education(ED), serviced by Great Lakes...
Education Loan Services (GLELSI). Hisconcern, as we understand it, is regarding his request to have hisconsolidation loan unconsolidated. Great Lakes, when originating a consolidation loan, is required to perform theconsolidation as indicated on the consolidation application we receivefrom ED. Once a borrower chooses to consolidate theirloans, the consolidation application is completed by the borrower on line. At the time Mr. [redacted]’s application was completed, part of that onlineapplication process was utilizing the FSA Personal Identification Number(PIN). The PIN, which had been in use since 1998, was a four-digit numeric code used together with personallyidentifying information (such as Social Security number, name, and date ofbirth) to log in to FSA websites. Additionally,the PIN served as a borrower’s legal signature on FSA Documents as well as tomake binding legal obligations. In an effort to assist, Great Lakes referred Mr. [redacted]’s case to ED forreview. ED’s response was that Mr.[redacted] would have had to provide his PIN to a third party consolidation company,thus ED saw no grounds to unconsolidated the loan. Please understand that while we are unable to provide any additional informationregarding Mr. [redacted]’s concerns, we remain willing and able to assist himwith the repayment of his loan moving forward. We apologize and understand that this is not the outcome Mr. [redacted] desired,but please understand that a complete and objective review has been performed.Unfortunately, Great Lakes cannot unconsolidate his consolidation loan. Future requestswith regards to this issue can be made to the Department of Education FSAOmbudsman’s office; their contact information is as follows:
[redacted]
[redacted]
[redacted]
[redacted] Phone ###-###-####If Mr. [redacted] has any additional questions or concerns regarding theinformation provided, he may contact our Borrower Services Department by phoneat ###-###-####, through email at [redacted],or by mailing:[redacted]
[redacted]
[redacted]We sincerely apologize for the frustration Mr. [redacted] has experienced and hopethis information will be helpful to him. If you require future assistance from our office, you can reach usbetween 8:00 am and 4:30 pm Monday through Friday at ###-###-####, or by emailat [redacted]. Sincerely,[redacted]Great Lakes Ombudsman Office
Thank you for your follow up on behalf of Ms. [redacted]. We appreciate the opportunity to address her additional concern, which is that she does not agree with the posting date, November 9, 2015, of the payment she scheduled November 6, 2015. Ms. [redacted] believes that a payment scheduled on a specific day should also post on that day.We appreciate Ms. [redacted]’s suggestion for improvements to our Pay Online payment system. We are always exploring ideas to make self-servicing more available and efficient for customers. Unfortunately, until this feature exists, allowing payments to be sent to the bank the same day as they are scheduled regardless of the time they are submitted, payments will continue to be processed in the same fashion they currently are. We apologize for any inconvenience this may cause Ms. [redacted].Because Ms. [redacted] stated she would like her loan serviced elsewhere, we wanted to provide information about federal student loan consolidation with the U.S. Department of Education (ED). Performing a consolidation would enable her to choose the company she would like to service her loan.However, it is important for Ms. [redacted] to adequately research consolidation to make sure consolidating is the right fit for her situation. Some significant items to consider outside of the servicer selection are:• Interest Rate- The Interest rates for consolidation loans are determined by calculating the weighted average of the interest rates on each of the loans that are being consolidating, rounded up to the nearest 1/8 percent. In some cases, consolidating fixed rate loans may produce a consolidation loan with an interest rate slightly higher than the original loan. If a borrower has variable rate loans, they will lock in a fixed interest rate calculated at the time of the consolidation. This fixed rate remains the same throughout the life of the loan.• Monthly Payment Amount- Depending on the total consolidation balance, Ms. [redacted]’s repayment term will be extended. While extending the repayment term may make her monthly payment more manageable by decreasing it, she will ultimately end up paying substantially more interest over the life of the loan.To assist her in making the most informed decision, additional information about consolidation is available online at our website, mygreatlakes.org, or ED’s website, studentloans.gov.If Ms. [redacted] has any additional questions or concerns, she may contact our Borrower Services Department by phone at ###-###-####, by email at [redacted], or by mail to:[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.I believe the reporting to my credit is inaccurate because it states that I was on time one month and the very next I was 90 days late. This is the first negative mark from this company. I have made every payment except four. These four missed payments are noted as 90,120,150 and 180 days late. This simply just does not add up for me. I would like this adjusted. I am also in the process of filing complaint against Lexington Law. I would be willing to get another letter. Please let me know what needs to be included in order to over turn these marks and consider it done.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Douglas [redacted]
Thank you for your additional follow up on behalf of Mr. Douglas [redacted]. According to Mr. [redacted]’most recent inquiry, he does not believe the information Great Lakes reported to the nationwideConsumer Reporting Agencies (CRAs) is accurate, as his account was first reported delinquent at90 days past due.With regard to Mr. [redacted]’ concern about his account being first reported as past due at 90days, I want to point out that Department of Education guidance suggests that servicers reportdelinquencies when a borrower’s account reaches 60 days past due. However, to giveborrowers additional time to bring their account(s) current, our current policy is to wait until anaccount is 90 days past due to report delinquencies to the CRAs. Please also keep in mind thatthis policy is subject to change at any time, and that it is possible for a borrower’s account to bereported as delinquent anytime it reaches 30 days or more past due.We also wanted to address Mr. [redacted]’ request to have the adverse information reported byGreat Lakes toward his credit files if he is able to provide documentation from Lexington LawFirm stating they in fact provided him incorrect information advising him not to contact GreatLakes when he entered into an agreement with them. Unfortunately, providing thisdocumentation would not enable us to adjust our past credit reporting. The misrepresentationwas made by Lexington Law and Great Lakes did not participate in any wrongdoing ordeception. It is important for him to remember it was ultimately his responsibility to keep hisaccount from entering a past due statusAs previously advised, if Mr. [redacted] has any questions or concerns, he may contact our BorrowerServices Department by phone at ###-###-####, by email at [redacted], or bymailing:Great Lakes[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have reviewed the response from Great Lakes dated 7/28/15; and at this time feel that I am at an impasse. I do not recall submitting an application last year in August and do not know why I would have done so considering I was returning to school just a few weeks after that. I do recall having called earlier this spring as well; due to frequently receiving emails indicating I needed to submit an application for IBR though I had already done so. The website and system are confusing with the number of contradicting emails and payment schedule creations, etc. Hopefully the next request for resubmission of income based repayment is received at an appropriate time and this confusion can be avoided in the future.
Regards,
[redacted]
Thank you for following up on behalf of Ms. Michelle [redacted] and for providing us the opportunity toaddress her additional concern regarding Great Lakes’ inability to reduce the amount of themonthly payment on her Private student loan with [redacted]).As previously advised, Great Lakes unfortunately does not have the authority to modify or offerMs. [redacted] any repayment or assistance options outside of those detailed in her loan’s terms andconditions. To discuss whether or not this is a possibility, Ms. [redacted] will need to contact [redacted]directly at ###-###-####.I apologize that Great Lakes is unable to be of more assistance to Ms. [redacted]. If she has anyquestions or concerns outside of modifying her loans terms and conditions, she may contact ourBorrower Services Department at ###-###-####, [redacted], or the addressbelow:Great Lakes[redacted]
Thank you for contacting us on behalf of Ms. [redacted] and for providing us the opportunity to address her concern. She affirms, within her complaint, that the information being reported toward her credit files by Great Lakes is inaccurate, and as a result, is adversely affecting her...
credit.Our records indicate that we currently service a Stafford loan account with Educational Services of America, under lender number [redacted]. In addition, we previously serviced Ms. [redacted]’s U.S. Department of Education (ED) Stafford loan, under lender number [redacted], until September 2012. According to the National Student Loan Data System (NSLDS), ED’s central repository that houses all federal student loan information, Ms. [redacted]’s ED held Stafford loan is now being serviced by Navient Solutions, Inc.In an effort to address Ms. [redacted]’s concern, we re-evaluated the credit reporting done toward the aforementioned accounts to ensure no errors were made that would lead to, or result in, inaccurate delinquency reporting (such as misapplication of payments). Our review of her credit reporting history confirmed that our reporting was accurate and objective, as required, and that no such errors were made.To summarize the credit reporting done toward Ms. [redacted]’s accounts, we have detailed the following information:• Lender Number [redacted]: First reported by Great Lakes after transfer in May 2014. The date reported for the account originally being opened was, and currently remains, September 2004. To date, this account has only been reported as being current, never past due.• Lender Number [redacted]: Reported as defaulted as of September 2012. The delinquencies leading to the default, which were reported from December 2011 through August 2012, are accurate. At the time of default, this account was 360 days past due.Please know that the Higher Education Act of 1965 requires that Great Lakes 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 objectively. We are audited to ensure our compliance with these requirements. Regrettably, since we have verified that our credit reporting is accurate, no adjustments will be made to Ms. [redacted]’s credit files.If Ms. [redacted] disagrees with the information provided, we request that she provide us with documentation substantiating her claim that our credit reporting is inaccurate so that we may initiate a supplementary investigation of her dispute. This information may be sent to the email or mailing address provided below, or it may be faxed to (800) 375-5288.I understand that this may not be the answer Ms. [redacted] was hoping for and apologize for any frustration this experience has caused her. If she has any additional questions or concerns, she may contact our Borrower Services Department by phone at [redacted] by email at [redacted], or by mail to: [redacted]
Dear Mr. [redacted]:We are writing with regard to Ms. [redacted]’s most recent rejection. We are not quite sure on the direction we can take. At this point we feel that we have provided all that we can to Ms. [redacted]. The difference between the “Borrower Payments” and Administrative Wage Garnishment ([redacted]) payments has been thoroughly explained in past responses. Additionally, it has been explained that yes a mistake has been made, (with the way payments had been coded), but Ms. [redacted] was in no way harmed by this mistake. In fact because the involuntary payments in question were coded as voluntary payments, she benefited from the mistake. Due to the coding error, Great Lakes wrongly decertified Ms. [redacted]’s account from the U.S. Treasury Offset Program (TOP). If the error had not occurred her tax refund would surely have been offset by the U.S. Treasury. We feel Ms. [redacted]’s best course of action would be to enter into a loan rehabilitation agreement, which would then allow Great Lakes to rightfully decertify her account for TOP. Ms. [redacted] should contact [redacted] ( [redacted]) at ###-###-#### to inquire on the steps she needs to take in order to successfully rehabilitate her loans.Please let us know what your thoughts are. We can certainly attempt to further explain the same points, but in reality it would behoove the customer to enter into a voluntary agreement which would help to prevent her taxes from being offset again.Thank you.Joe [redacted]Great Lakes Higher Education[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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.
I faxed all of the required paperwork when I was advised to do so at the end of 2014 when I originally realized the loan had not been included in the consolidation. I have a fax confirmation showing the fax was received.
Regards,
[redacted]