Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The Reasons we reject this complaint, is that we were never informed by Ed Financial Services or Great Lakes Higher Education that the student loan has exchanged hands Furthermore, Ed Financial Services is still showing they are in charge of *** ***'s student Loan as of April 12, Written proof will be sent to you upon your request.In addition, Great Lakes Higher Education Corporation has combined loans without *** ***'s consent
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Dear Mr***: Thank you for contacting us on behalf of Mr*** and for providing us the opportunity to address his concerns regarding his loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes) We are happy to report that our office has
been in contact with Mr*** and we are working directly with him toward a resolution. We again thank you for contacting us and for giving us an opportunity to assist Mr*** in resolving his concern. Sincerely, Joe *** ***
Thank you for contacting us on behalf of Ms*** *** and for providing us the opportunity to address her concern regarding her U.SDepartment of Education (ED) Stafford loan accountHer concern, as I understand it, is regarding the amount of her monthly payment under the Income-Based Repayment
(IBR) plan, specifically that she believes it should be reduced because her income has decreased.To begin, I want to genuinely apologize to Ms*** for the less than satisfying service she received and the frustration she experienced, which ultimately led to her submitting her complaintWe, at Great Lakes, strive to provide excellent customer service and continually search for ways to improve the level of service we provide our customersI also want to thank Ms*** and make note that we appreciate her taking the time to provide us with such detailed feedback, which will provide us the opportunity to forward it to the appropriate parties so the issue can be addressed directly and utilized for coaching purposes to prevent similar issues from occurring in the future.With regards to Ms***’s IBR payment amount, we are happy to share that a new month IBR payment schedule will be generated this weekend and that Ms***’s new IBR monthly payment amount will be $Since Ms***’s preferred method for receiving correspondence is by email, she will receive an email notification at the beginning of next week verifying that her new IBR payment schedule has generated, and that it is viewable through her mygreatlakes.org account.Correspondingly, once Ms***’s IBR payment schedule has generated, in addition to being able to confirm the amount of her updated IBR payment and exact due date, she will now have the ability to modify her payment due date if she deems a change is necessary.I hope that the information provided alleviates Ms***’s concernIf she has any additionalquestions or concerns, she may contact our Borrower Services Department by phone at ***
***, through email at [email protected], or by mailing:*** ***
*** *** ***
*** ** ***
Thank you for contacting us on behalf of Ms*** *** and for providing us the opportunity to address her concern regarding extra payments she makes being applied toward the highest interest rate loan within her account.To begin, we would like to thank Ms*** 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 customers.On 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 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.Based on her concern, we wanted to provide information regarding the application of payments toward federal loansAccording to federal guidelines, a borrower’s regular monthly payment applies first to late charges (if any), then to accrued interest, and then is prorated over the loans within the accountIf their payment is larger than the regular monthly payment, the overpayment is applied to the principal of the loan with the higher interest rate, assuming all outstanding accrued interest is paid(If a borrower is in any of the Income-Driven Repayment (IDR) plans, payments are applied first to interest, then to fees, and then to principal.) The daily interest calculation used is:Unpaid Principal Balance x Interest Rate x Number of Days at that BalanceDivided byor (Days in a Year)If a borrower makes a separate payment, in addition to their regular monthly payment, it will also be applied first to any late fees, then to accrued interest, and then prorated across the loans in the account, with any remainder applied to the principal of the loan with the highest interest rate(Again, except for IDR plans, in which payments are applied to interest before fees.)On April 8, 2016, Ms*** requested to split her account by interest rateAs a result, her account was split into three separate accountsHowever, prior to the split, according to our records, she had been making monthly payments of $250, with exception to the January 19, paymentSince her monthly payment was $224.26, she was paying an extra $each monthWith this in mind, we reviewed her payment history and confirmed that the extra $was applied toward her loan with the highest interest rate, which is 6.21%This account now falls under lender number 768581, which now gives Ms*** the ability to make payments directly toward itAdditionally, we also wanted to note that the extra payment she made on April 5, was applied entirely toward her loan under lender number 768581, as she had already satisfied her monthly payment on April 1, 2016.I apologize to Ms*** for any frustration she experienced and hope she finds the information provided helpfulIf she has any questions or concerns, she may contact our Borrower Services Department at ###-###-####, ***, or the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** Was the amount on the offset letter you sent to me, the balance that was owed at that time, and please explain "BORROWER PAYMENTS" to me. I don't recall you explaining this to me before
Thank you for contacting us on behalf of Mr*** *** and for providing us the opportunity to address his concern regarding calls and emails he has been receiving from Great Lakes.Great Lakes currently services one Direct Loan Program (DLP) and three Federal Family Education Loan Program
(FFELP) Stafford loans for Mr*** on behalf of the U.SDepartment of Education (ED)Mr***’s DLP and FFELP loans are federal loansAs such, Great Lakes is contractually obligated to abide by all federal guidelines set forth by his lender, ED, and the terms and conditions of his Master Promissory Notes, or loan agreementsAny communication we have with Mr*** about a past due loan balance is our attempt to help him resolve a difficult situation.Concerning the telephone calls Mr*** referenced, the DLP and FFELP regulations require us to contact, by mail and telephone, any borrower whose student loan account is past dueOther laws that interfere with our ability to comply with the DLP and FFELP regulations are preempted by the DLP and FFELP regulationsThis means that we are not subject to any state or federal law that would interfere with performing the due diligence required by the DLP and FFELP regulations.It is important for Mr*** to note that if he finds that his monthly payment is not affordable, there are numerous options available to help him manage his accountTo review his options, he may visit our website, mygreatlakes.org, or contact our Borrower Services DepartmentWe would be happy to work with him to find an option that best fits his situation.On August 20, 2015, Great Lakes received notification from Nelnet, ED’s designated Total and Permanent Disability (TPD) servicer, that Mr*** intends on completing the TPD discharge application to have his student loans dischargedThis notification prompted a hold, in the form of a forbearance, to be placed on Mr***’s loans, effective August 19, through December 16, In addition to bringing his loans current, the forbearances postponed his payments and should allow him time to complete the TPD discharge application without having payments dueThe forbearances will also temporarily stop the communications he was receiving from Great Lakes while attempting to help him resolve the past due status on his accountsIt is important for Mr*** to understand that if his loans are not discharged prior to his forbearances ending, his loans will again enter repayment and he would need to contact us to discuss his repayment options, and to prevent his account from becoming delinquent.I understand that the repayment of student loans can be a strenuous process and hope Mr*** finds the information provided helpfulWe are here to assist him with the repayment of his loans in any way that we canIf he has any additional questions or concerns, he may contact our Borrower Services Department by phone at (800) 236-4300, through email at ***, or by mailing:*** ***
** *** ***
*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
You need to lower my payment! I love how you don't care if I'm homeless as long as you get your stupid money! I'm not messing around anymore the next contact you get from me will be my lawyer because I know you are breaking the law by not accepting what I can afford! I don't even think this is a real company because I always get the run around from people and no one can ever help me! So enjoy being harassed by my lawyer and getting caught breaking the law!
Regards,
Michelle ***
June 12,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID:
***
Dear
Mr***:
Thank
you for contacting us on behalf of Mr*** *** and for providing
us the opportunity to address his concern regarding the offset of his federal
tax return
In
order to find out if Mr*** may be eligible for a refund of his tax
offset, he will need to contact Debt Management and Collections System (DMCS),
his default servicer, directlyHe may reach a DMCS representative by phone at
###-###-####, or by email at [email protected]
I hope
that Mr
*** finds
the information provided helpfulIf he has any additional questions or
concerns, he may contact DMCS using the abovementioned contact information, or
his current loan servicer, Navient, at ###-###-####
Sincerely,
Aimee S***
*** * *** ***
Great
Lakes Educational Loan Services Inc
I spoke with *** who manages the discharge process for the US Department of EducationI was informed that all loans are included in the discharge effective 3/10/I was informed that Great Lakes Higher Education should update the National Student Loan Service Center Furthermore, after I received the message from Great Lakes via the Revdex.com process I contacted Great Lakes Higher Education and was informed that there was no balance and that the accounts are updated at the end of the monthI was also told to check my credit reportI will check my credit report within 2-days
Thank you for contacting us on behalf of Mr*** *** and for providing us the opportunity toaddress his concern regarding his request for Great Lakes to provide documentation to validatehis student loan debt.To address Mr***’s request, we reviewed our records, in addition to the National
StudentLoan Data System (NSLDS), the U.SDepartment of Education’s (ED) central repository thathouses all federal student loan informationPlease note that Mr*** may also review orconfirm the forthcoming information through our website, mygreatlakes.org, or by accessing thelink for NSLDS located on ED’s website, studentloans.gov.Our review confirmed that we currently service one Stafford student loan in Mr***’s name,under the lender number of ***As of January 7, 2016, his total loan balance is $9,475.40.The loan was disbursed in its entirety, $8,471.00, to ITT Technical Institute between July 2, 2008and April 15, 2009, to cover Mr***’s educational expenses during that period timeTheoriginal owner of this loan, effective July 2, through October 12, 2009, was Wilmington Trust.On October 13, 2009, Wilmington Trust sold his loan to ED, who remains as the current owner ofthe loan.According to NSLDS, Mr***’s loan was originally serviced by *** *** ***., from thedate it was disbursed until it defaulted on December 28, Upon default, his loan wastransferred to Debt Collection Service (DCS), ED’s defaulted loan servicer at that timeAfter Mr.*** rehabilitated his loan with DCS, ED removed it from its default status and transferred it toGreat Lakes for servicing on January 31, 2015.We also wanted to point out additional information reflected on NSLDS, as it may relate to Mr.***’s reference that he is currently in communication with *** regarding a student loandebt, which he believes is the same debt Great Lakes is attempting to collect onAt the presenttime, NSLDS indicates that Mr*** currently has loans, outside of the loans serviced by GreatLakes, that were originally serviced by *** *** ***and are currently in a default status.These loans were disbursed to ITT Technical Institute between June 18, and November 21,For this reason, we encourage Mr*** to review NSLDS to verify information, such asthe lender and servicer of all outstanding federal student loansAt the present time, Mr***’s account at Great Lakes is in repayment under a Standard Levelrepayment planSo that Mr*** has documentation of the aforementioned repayment plan forhis records, a payment schedule and disclosure statement, which details the terms of hisrepayment plan, has also been attachedIf Mr*** is experiences any difficulty with theaffordability of this payment, we encourage him to contact us to discuss the repayment and/orassistance options availableWe would be happy to assist him with finding the best option tolower or postpone his monthly payments based on his current circumstances.I hope that Mr*** finds the information provided helpfulIf he has any questions or concerns,he may contact our Borrower Services Department at ###-###-####,***, or the address below:Great Lakes*** *** ***
*** ** ***
Thank you for your follow up on behalf of Mr*** ***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 ***, or by mailing *** *** ** *** ***
Thank you for contacting us on behalf of MrKenneth *** and for providing us the opportunityto address his concern regarding the credit reporting completed by Great Lakes in July onhis student loan account with the U.SDepartment of Education (ED), as he believes hispayments should have
been deferred.In terms of credit reporting, we must first point out that Great Lakes is required to follow specificguidelines when reporting information to the nationwide Consumer Reporting Agencies (CRAs).The Higher Education Act of 1965, as amended, requires we report the status of all servicedstudent loan accounts to the CRAsCorrespondingly, the Fair Credit Reporting Act requires thatall information be reported accurately and objectivelyAdditionally, Great Lakes is audited toensure we are in compliance with those requirements.To confirm our credit reporting was done in accordance with the above requirements, wethoroughly reviewed our reports to ensure no errors were made (such as misapplication ofpayments) that led to, or resulted in, inaccurate delinquencies being reported toward Mr***’scredit filesAdditionally, we reviewed our records to determine if a deferment had been discussedaround the time Mr*** stated in his complaintWith that being said, there is no evidence thatany such errors occurred.Our records confirm, on October 16, 2014, Great Lakes received notification Mr*** had filedfor Chapter bankruptcyOn January 20, 2015, we received notification of the conclusion of Mr.***’s filingAfter the paperwork was processed, his account entered repayment status onFebruary 26, As a result, the payment schedule indicating Mr***’s first $704.76payment was due on April 8, 2015, was emailed and mailed to him on March 2, Becausepayments were not received, in addition to phone calls placed to Mr***, subsequent billingstatements and past due notifications were emailed and mailed as we made every effort tocontact him prior to the adverse report completed on July 31, 2015.The review of Mr***’s account has verified set up of his online account on our website wascompleted on August 8, At that time, his demographics were updated through his onlineaccount and a forbearance request was submitted to resume payments in February 2016.Pleasenote although the request assisted Mr*** in bringing his account up to date, forbearancedoes not remove previously completed credit reporting.Additionally, our review in regard to the credit reporting completed on July 31, waspreviously addressed in our letter dated January 21, Our letter encouraged Mr*** tosubmit proof of payments he had submitted toward his student loan account in order for GreatLakes to further investigate his dispute filedTo date, no documentation of payments made inhas been receivedWe have attached a copy of our letter for Mr***’s review.As of 03/10/2017, Mr***’s account is days past due in the amount totaling $2,If hewould like discuss his available repayment assistance options, he may contact our BorrowerServices Department at the phone number listed belowWe would be happy to help himdetermine the most suitable option for his situationHe may also review his available optionsthrough his online account.We understand this is not the answer Mr*** was hoping for and apologize for any frustrationhe has experiencedIf he has any 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,*** ***
Thank you for contacting us on behalf of Ms*** ***-*** and for providing us the opportunity to address her concern regarding the processing of her Income-Driven Repayment plan application.To begin, we would like to thank Ms***-*** for providing such detailed feedback describing
her experiencesAt Great Lakes, we strive to provide excellent customer service, and this type of feedback is genuinely appreciated because it gives us the opportunity to improve the level of service we provide our customers.Additionally, we are happy to advise that the processing of Ms***-***’s application for the Revised Pay as You Earn (REPAYE) Income-Driven Repayment plan has completedAccording to the income documentation provided, her current monthly payment under the REPAYE plan will be $for the next monthsA payment schedule detailing her monthly payment amount and due date, which is the 27th of each month beginning in May 2016, will be emailed to her on April 27, If Ms***-*** wishes, she may modify her due date according to her preferencesHowever, since February has only days, please note that borrowers are required to choose a due date between the 1st and 28th of the month.We reviewed the phone call Ms***-*** referenced took place in October Throughout the call, we were unable to identify at any point in time that she was advised consolidating her loans would decrease her balance by $20,and lower her interest rateThe primary topic of discussion during the conversation was what repayment and assistance options were available to her.In regard to Ms***- ***’s dissatisfaction indicating she had not received a return call from an account supervisor, our records indicate that Ms***-*** spoke with our account supervisors on multiple occasions between the dates of April 15, and April 26, at which time she was advised her REPAYE plan had been completed.We would like to apologize to Ms***-*** for the frustration she experienced and hope the information provided alleviates her concernIf she has any additional questions or concerns, she may contact our Borrower Services Department at ###-###-####, ***, or the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely,*** ***
Thank you for contacting us on behalf of Ms*** ***
and for providing us the opportunity to address her concerns regarding her U.S
Department of Education (ED) student loan accounts. Her concerns as we understand them are that
she did not receive notification when it was necessary
for her Income-Based
Repayment (IBR) plan to be recertified, past due reporting to be taken off her
credit report, as well as the method in which correspondence has been
sent. In regards to credit reporting, The Higher Education Act of
as amended requires Great Lakes report the status of all serviced student loan
accounts to the nationwide Consumer Reporting AgenciesAdditionally, the Fair
Credit Reporting Act requires this information is reported accurately and
objectivelyWe are audited to ensure we are in compliance with these
requirementsWe are pleased to advise that as of March 17, 2017, Great Lakes
has only reported Ms***’s loan accounts as current and never past
due. Additionally, we would like to advise Ms***’s
communication preferences have been updated for all correspondence to be sent
to her by mailIn order to fully address her concerns, we must point out
Income-Driven Repayment (IDR) plans, such as the IBR, are required to be
recertified annually, or every months as any change in a borrower’s income
and family size may affect their approved monthly paymentRecertifying
annually ensures the approved payment is based on their current financial
circumstancesInformation regarding annual recertification is noted on page
or the IDR Request FormUpon review of ***’s account, we have verified she
included an email address on each of her Master Promissory Notes for her
Stafford LoansIncluding an email address is optional as it may be utilized
for communication about the student loan accountAdditionally, Ms***
updated her communication preferences through ED’s website studentloans.gov on
September 5, It appears the email address Great Lakes has utilized to
communicate with Ms*** since we began servicing her loans in September
is the same as was included in her complaintOur records confirm the following notifications were provided
regarding Ms***’s IDR renewal: November 1, 2016: the day renewal notification was emailed January 19, 2017: a phone call was placed January 19, 2017: an email specifying the increased payment of $expected on March 3, if her IBR renewal was not received and processed February 4, 2017: an email indicating she was no longer eligible for the reduced payment amount as her renewal request form and required income documentation had not yet been received or processedPlease note, the phone number Great Lakes has been
utilizing to contact Ms*** since December 28, and the email address
we have utilized since September 2, are the same as were included with her
complaint. We are pleased to confirm Ms***’s IDR recertification
request was received on March 12, Because the processing of her request
may be up to to business days, her current temporary forbearance dated
from March 13, through May 11, will remain in place until her
recertification is approvedAt that time, the forbearance will be ended and
her new 12-month payment schedule will be mailedWe understand that this is not the answer Ms*** was
hoping for and apologize for any 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 Lakes P.OBox Madison, WI Sincerely,
Thank you for contacting us on behalf of Mr*** *** and for providing us the opportunity to address
his concern regarding the communications he has received from Great Lakes regarding a federal student
loan account, which we are servicing for the U.SDepartment of Education, he states is
not his debt
We regret the unfortunate circumstances Mr*** has encountered and would like him to know that Great
Lakes takes allegations of fraud very seriously and will assist in any way possible to help him rectify his
situation
To determine if we can remove Mr***’s information from this loan, by means other than postal mail as
he indicates is his preference, we ask that he contact our Fraud & Identity Theft (FIT) Department using the
information listed belowDirectly contacting our FIT Department will enable them to determine whether or
not the loan belongs to him provided he is willing to verify specific identity related informationIf they are
able to determine the loan does not belong to Mr***, he will no longer be contacted because his
contact information would be removed from the account
We apologize for the frustration Mr*** has experienced hope the information provided helps him
resolve his concernIf he has any questions or concerns, he may direct them to our Fraud and Identity Theft
Department by phone at ###-###-####, or by mail
Great Lakes
Fraud & Identity Theft Department
International Lane
Madison, WI
Sincerely,
*** ***
Supervisor Contact Escalation
Great Lakes Educational Loan Services Inc
Good morning Ms***, We are continuing to work on MsAmy ***’s complaint #***We expect to provide a response by approximately the middle of next weekWe apologize for any inconvenience this may cause and thank you for your patience. Thanks,***
Tell us Dear Ms***: Thank you for contacting us on behalf of Ms*** M*** and for providing us the opportunity to address her concern regarding the automatic payments she had son her student loan which is guaranteed by Great Lakes Higher Education Guaranty Corporation
(Great Lakes) prior to the default Our office reviewed the records of Ms***’s loan servicer prior to the current default, Great Lakes Educational Loan Servicing Incorporated (GLELSI). This was done in order to verify if she had signed up for their Automated Clearing House (ACH) payment method known as Auto Pay after her loan had been rehabilitated from a previous default on April 12, 2015. GLELSI’s records indicated that Ms*** had enrolled in Auto Pay at their website mygreatlakes.org on May 3, As you will see in the enclosed payment history, the May through September payments were successful via Auto Pay. On October 5, 2015, GLELSI received confirmation from Cardinal Stritch University that Ms*** was enrolled as a half-time student with them. As such, payments were deferred from September 1, to December 20, 2015. Subsequently, on February 8, GLESI received updated enrollment information indicating Ms*** had withdrawn from Cardinal Stritch University on December 20, At that point the account re-entered repayment and a new Payment Schedule was generated on February 13, with the first payment scheduled to pull from Ms***’s Auto Pay account on March 26, 2016. GLELSI was informed that the payment was unsuccessful and contacted Ms*** via her email address, *** on March 31, to inform her of the issue As the enclosed payment history indicates, more attempts were made to pull the monthly $payments from Ms***’s account, and all were unsuccessful. After each one of the unsuccessful monthly payments GLELSI sent Ms*** an email to inform her of there was problem with her payment. These emails were in addition to the delinquency notices that were sent to Ms*** indicating her account was seriously past dueSince there was an issue with Ms***’s checking account, it would have been her responsibility to contact her financial institution in order to rectify the situation GLELSI completed all due diligence as required by student loan regulationsAs no payments or requests to postpone payments were received, Ms***’s loans defaulted on March 6, We encourage her to contact Navient Portfolio Management, LLC at ###-###-#### to discuss her options. We again sincerely apologize for the frustration Ms*** has experienced. And, 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 ###-###-####, or by email at [email protected]. Sincerely, Great Lakes Ombudsman Office why here
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr
***:
Thank
you for contacting us on behalf of Mr*** *** and for providing us
the opportunity to address his concerns about his student loan that is guaranteed
and serviced by Great Lakes Higher Education Guaranty Corporation (Great Lakes)
His concern as we understand it is that he had made his loan payments via his
new bank’s bill pay service but they were not received
Although
Mr*** had submitted payments via his financial institution’s bill pay
service, they unfortunately were directed to an incorrect mailing address. Due to this error Mr*** broke his
original rehabilitation agreement and is required to begin loan rehabilitation
again.
Our
office has learned that Mr*** has since reapplied for new loan
rehabilitation with a monthly payment amount of $ His next step is to sign his Loan
Rehabilitation Terms and Conditions to begin the new rehabilitation process
We
hope that Mr*** will be amenable to the loan rehabilitation terms as
he will resolve the default status by rehabilitating his account. A borrower may rehabilitate a defaulted loan
by making a pre-determined number of consecutive, voluntary, on-time monthly
payments. The rehabilitation payments
must be reasonable and affordable, but should be sufficient to satisfy the
outstanding balance on the loan within a year repayment period. The successful rehabilitation of Mr***’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/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
*
It is important to understand that Mr*** will remain responsible for
the collection fees should he decide to rehabilitate his loans.
We
sincerely apologize for the frustration Mr.
*** has experienced with the default process and we hope this
information will be helpful to him. If
you require future assistance from our office, you can reach us between 8:am
and 4:pm Monday through Friday at ###-###-####, or by email at
***.
Sincerely,
***
***
Great
Lakes Ombudsman Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The Reasons we reject this complaint, is that we were never informed by Ed Financial Services or Great Lakes Higher Education that the student loan has exchanged hands Furthermore, Ed Financial Services is still showing they are in charge of *** ***'s student Loan as of April 12, Written proof will be sent to you upon your request.In addition, Great Lakes Higher Education Corporation has combined loans without *** ***'s consent
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Dear Mr***: Thank you for contacting us on behalf of Mr*** and for providing us the opportunity to address his concerns regarding his loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes) We are happy to report that our office has
been in contact with Mr*** and we are working directly with him toward a resolution. We again thank you for contacting us and for giving us an opportunity to assist Mr*** in resolving his concern. Sincerely, Joe *** ***
Thank you for contacting us on behalf of Ms*** *** and for providing us the opportunity to address her concern regarding her U.SDepartment of Education (ED) Stafford loan accountHer concern, as I understand it, is regarding the amount of her monthly payment under the Income-Based Repayment
(IBR) plan, specifically that she believes it should be reduced because her income has decreased.To begin, I want to genuinely apologize to Ms*** for the less than satisfying service she received and the frustration she experienced, which ultimately led to her submitting her complaintWe, at Great Lakes, strive to provide excellent customer service and continually search for ways to improve the level of service we provide our customersI also want to thank Ms*** and make note that we appreciate her taking the time to provide us with such detailed feedback, which will provide us the opportunity to forward it to the appropriate parties so the issue can be addressed directly and utilized for coaching purposes to prevent similar issues from occurring in the future.With regards to Ms***’s IBR payment amount, we are happy to share that a new month IBR payment schedule will be generated this weekend and that Ms***’s new IBR monthly payment amount will be $Since Ms***’s preferred method for receiving correspondence is by email, she will receive an email notification at the beginning of next week verifying that her new IBR payment schedule has generated, and that it is viewable through her mygreatlakes.org account.Correspondingly, once Ms***’s IBR payment schedule has generated, in addition to being able to confirm the amount of her updated IBR payment and exact due date, she will now have the ability to modify her payment due date if she deems a change is necessary.I hope that the information provided alleviates Ms***’s concernIf she has any additionalquestions or concerns, she may contact our Borrower Services Department by phone at ***
***, through email at [email protected], or by mailing:*** ***
*** *** ***
*** ** ***
Thank you for contacting us on behalf of Ms*** *** and for providing us the opportunity to address her concern regarding extra payments she makes being applied toward the highest interest rate loan within her account.To begin, we would like to thank Ms*** 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 customers.On 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 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.Based on her concern, we wanted to provide information regarding the application of payments toward federal loansAccording to federal guidelines, a borrower’s regular monthly payment applies first to late charges (if any), then to accrued interest, and then is prorated over the loans within the accountIf their payment is larger than the regular monthly payment, the overpayment is applied to the principal of the loan with the higher interest rate, assuming all outstanding accrued interest is paid(If a borrower is in any of the Income-Driven Repayment (IDR) plans, payments are applied first to interest, then to fees, and then to principal.) The daily interest calculation used is:Unpaid Principal Balance x Interest Rate x Number of Days at that BalanceDivided byor (Days in a Year)If a borrower makes a separate payment, in addition to their regular monthly payment, it will also be applied first to any late fees, then to accrued interest, and then prorated across the loans in the account, with any remainder applied to the principal of the loan with the highest interest rate(Again, except for IDR plans, in which payments are applied to interest before fees.)On April 8, 2016, Ms*** requested to split her account by interest rateAs a result, her account was split into three separate accountsHowever, prior to the split, according to our records, she had been making monthly payments of $250, with exception to the January 19, paymentSince her monthly payment was $224.26, she was paying an extra $each monthWith this in mind, we reviewed her payment history and confirmed that the extra $was applied toward her loan with the highest interest rate, which is 6.21%This account now falls under lender number 768581, which now gives Ms*** the ability to make payments directly toward itAdditionally, we also wanted to note that the extra payment she made on April 5, was applied entirely toward her loan under lender number 768581, as she had already satisfied her monthly payment on April 1, 2016.I apologize to Ms*** for any frustration she experienced and hope she finds the information provided helpfulIf she has any questions or concerns, she may contact our Borrower Services Department at ###-###-####, ***, or the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** Was the amount on the offset letter you sent to me, the balance that was owed at that time, and please explain "BORROWER PAYMENTS" to me. I don't recall you explaining this to me before
Thank you for contacting us on behalf of Mr*** *** and for providing us the opportunity to address his concern regarding calls and emails he has been receiving from Great Lakes.Great Lakes currently services one Direct Loan Program (DLP) and three Federal Family Education Loan Program
(FFELP) Stafford loans for Mr*** on behalf of the U.SDepartment of Education (ED)Mr***’s DLP and FFELP loans are federal loansAs such, Great Lakes is contractually obligated to abide by all federal guidelines set forth by his lender, ED, and the terms and conditions of his Master Promissory Notes, or loan agreementsAny communication we have with Mr*** about a past due loan balance is our attempt to help him resolve a difficult situation.Concerning the telephone calls Mr*** referenced, the DLP and FFELP regulations require us to contact, by mail and telephone, any borrower whose student loan account is past dueOther laws that interfere with our ability to comply with the DLP and FFELP regulations are preempted by the DLP and FFELP regulationsThis means that we are not subject to any state or federal law that would interfere with performing the due diligence required by the DLP and FFELP regulations.It is important for Mr*** to note that if he finds that his monthly payment is not affordable, there are numerous options available to help him manage his accountTo review his options, he may visit our website, mygreatlakes.org, or contact our Borrower Services DepartmentWe would be happy to work with him to find an option that best fits his situation.On August 20, 2015, Great Lakes received notification from Nelnet, ED’s designated Total and Permanent Disability (TPD) servicer, that Mr*** intends on completing the TPD discharge application to have his student loans dischargedThis notification prompted a hold, in the form of a forbearance, to be placed on Mr***’s loans, effective August 19, through December 16, In addition to bringing his loans current, the forbearances postponed his payments and should allow him time to complete the TPD discharge application without having payments dueThe forbearances will also temporarily stop the communications he was receiving from Great Lakes while attempting to help him resolve the past due status on his accountsIt is important for Mr*** to understand that if his loans are not discharged prior to his forbearances ending, his loans will again enter repayment and he would need to contact us to discuss his repayment options, and to prevent his account from becoming delinquent.I understand that the repayment of student loans can be a strenuous process and hope Mr*** finds the information provided helpfulWe are here to assist him with the repayment of his loans in any way that we canIf he has any additional questions or concerns, he may contact our Borrower Services Department by phone at (800) 236-4300, through email at ***, or by mailing:*** ***
** *** ***
*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
You need to lower my payment! I love how you don't care if I'm homeless as long as you get your stupid money! I'm not messing around anymore the next contact you get from me will be my lawyer because I know you are breaking the law by not accepting what I can afford! I don't even think this is a real company because I always get the run around from people and no one can ever help me! So enjoy being harassed by my lawyer and getting caught breaking the law!
Regards,
Michelle ***
June 12,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID:
***
Dear
Mr***:
Thank
you for contacting us on behalf of Mr*** *** and for providing
us the opportunity to address his concern regarding the offset of his federal
tax return
In
order to find out if Mr*** may be eligible for a refund of his tax
offset, he will need to contact Debt Management and Collections System (DMCS),
his default servicer, directlyHe may reach a DMCS representative by phone at
###-###-####, or by email at [email protected]
I hope
that Mr
*** finds
the information provided helpfulIf he has any additional questions or
concerns, he may contact DMCS using the abovementioned contact information, or
his current loan servicer, Navient, at ###-###-####
Sincerely,
Aimee S***
*** * *** ***
Great
Lakes Educational Loan Services Inc
I spoke with *** who manages the discharge process for the US Department of EducationI was informed that all loans are included in the discharge effective 3/10/I was informed that Great Lakes Higher Education should update the National Student Loan Service Center Furthermore, after I received the message from Great Lakes via the Revdex.com process I contacted Great Lakes Higher Education and was informed that there was no balance and that the accounts are updated at the end of the monthI was also told to check my credit reportI will check my credit report within 2-days
Thank you for contacting us on behalf of Mr*** *** and for providing us the opportunity toaddress his concern regarding his request for Great Lakes to provide documentation to validatehis student loan debt.To address Mr***’s request, we reviewed our records, in addition to the National
StudentLoan Data System (NSLDS), the U.SDepartment of Education’s (ED) central repository thathouses all federal student loan informationPlease note that Mr*** may also review orconfirm the forthcoming information through our website, mygreatlakes.org, or by accessing thelink for NSLDS located on ED’s website, studentloans.gov.Our review confirmed that we currently service one Stafford student loan in Mr***’s name,under the lender number of ***As of January 7, 2016, his total loan balance is $9,475.40.The loan was disbursed in its entirety, $8,471.00, to ITT Technical Institute between July 2, 2008and April 15, 2009, to cover Mr***’s educational expenses during that period timeTheoriginal owner of this loan, effective July 2, through October 12, 2009, was Wilmington Trust.On October 13, 2009, Wilmington Trust sold his loan to ED, who remains as the current owner ofthe loan.According to NSLDS, Mr***’s loan was originally serviced by *** *** ***., from thedate it was disbursed until it defaulted on December 28, Upon default, his loan wastransferred to Debt Collection Service (DCS), ED’s defaulted loan servicer at that timeAfter Mr.*** rehabilitated his loan with DCS, ED removed it from its default status and transferred it toGreat Lakes for servicing on January 31, 2015.We also wanted to point out additional information reflected on NSLDS, as it may relate to Mr.***’s reference that he is currently in communication with *** regarding a student loandebt, which he believes is the same debt Great Lakes is attempting to collect onAt the presenttime, NSLDS indicates that Mr*** currently has loans, outside of the loans serviced by GreatLakes, that were originally serviced by *** *** ***and are currently in a default status.These loans were disbursed to ITT Technical Institute between June 18, and November 21,For this reason, we encourage Mr*** to review NSLDS to verify information, such asthe lender and servicer of all outstanding federal student loansAt the present time, Mr***’s account at Great Lakes is in repayment under a Standard Levelrepayment planSo that Mr*** has documentation of the aforementioned repayment plan forhis records, a payment schedule and disclosure statement, which details the terms of hisrepayment plan, has also been attachedIf Mr*** is experiences any difficulty with theaffordability of this payment, we encourage him to contact us to discuss the repayment and/orassistance options availableWe would be happy to assist him with finding the best option tolower or postpone his monthly payments based on his current circumstances.I hope that Mr*** finds the information provided helpfulIf he has any questions or concerns,he may contact our Borrower Services Department at ###-###-####,***, or the address below:Great Lakes*** *** ***
*** ** ***
Thank you for your follow up on behalf of Mr*** ***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 ***, or by mailing *** *** ** *** ***
Thank you for contacting us on behalf of MrKenneth *** and for providing us the opportunityto address his concern regarding the credit reporting completed by Great Lakes in July onhis student loan account with the U.SDepartment of Education (ED), as he believes hispayments should have
been deferred.In terms of credit reporting, we must first point out that Great Lakes is required to follow specificguidelines when reporting information to the nationwide Consumer Reporting Agencies (CRAs).The Higher Education Act of 1965, as amended, requires we report the status of all servicedstudent loan accounts to the CRAsCorrespondingly, the Fair Credit Reporting Act requires thatall information be reported accurately and objectivelyAdditionally, Great Lakes is audited toensure we are in compliance with those requirements.To confirm our credit reporting was done in accordance with the above requirements, wethoroughly reviewed our reports to ensure no errors were made (such as misapplication ofpayments) that led to, or resulted in, inaccurate delinquencies being reported toward Mr***’scredit filesAdditionally, we reviewed our records to determine if a deferment had been discussedaround the time Mr*** stated in his complaintWith that being said, there is no evidence thatany such errors occurred.Our records confirm, on October 16, 2014, Great Lakes received notification Mr*** had filedfor Chapter bankruptcyOn January 20, 2015, we received notification of the conclusion of Mr.***’s filingAfter the paperwork was processed, his account entered repayment status onFebruary 26, As a result, the payment schedule indicating Mr***’s first $704.76payment was due on April 8, 2015, was emailed and mailed to him on March 2, Becausepayments were not received, in addition to phone calls placed to Mr***, subsequent billingstatements and past due notifications were emailed and mailed as we made every effort tocontact him prior to the adverse report completed on July 31, 2015.The review of Mr***’s account has verified set up of his online account on our website wascompleted on August 8, At that time, his demographics were updated through his onlineaccount and a forbearance request was submitted to resume payments in February 2016.Pleasenote although the request assisted Mr*** in bringing his account up to date, forbearancedoes not remove previously completed credit reporting.Additionally, our review in regard to the credit reporting completed on July 31, waspreviously addressed in our letter dated January 21, Our letter encouraged Mr*** tosubmit proof of payments he had submitted toward his student loan account in order for GreatLakes to further investigate his dispute filedTo date, no documentation of payments made inhas been receivedWe have attached a copy of our letter for Mr***’s review.As of 03/10/2017, Mr***’s account is days past due in the amount totaling $2,If hewould like discuss his available repayment assistance options, he may contact our BorrowerServices Department at the phone number listed belowWe would be happy to help himdetermine the most suitable option for his situationHe may also review his available optionsthrough his online account.We understand this is not the answer Mr*** was hoping for and apologize for any frustrationhe has experiencedIf he has any 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,*** ***
Thank you for contacting us on behalf of Ms*** ***-*** and for providing us the opportunity to address her concern regarding the processing of her Income-Driven Repayment plan application.To begin, we would like to thank Ms***-*** for providing such detailed feedback describing
her experiencesAt Great Lakes, we strive to provide excellent customer service, and this type of feedback is genuinely appreciated because it gives us the opportunity to improve the level of service we provide our customers.Additionally, we are happy to advise that the processing of Ms***-***’s application for the Revised Pay as You Earn (REPAYE) Income-Driven Repayment plan has completedAccording to the income documentation provided, her current monthly payment under the REPAYE plan will be $for the next monthsA payment schedule detailing her monthly payment amount and due date, which is the 27th of each month beginning in May 2016, will be emailed to her on April 27, If Ms***-*** wishes, she may modify her due date according to her preferencesHowever, since February has only days, please note that borrowers are required to choose a due date between the 1st and 28th of the month.We reviewed the phone call Ms***-*** referenced took place in October Throughout the call, we were unable to identify at any point in time that she was advised consolidating her loans would decrease her balance by $20,and lower her interest rateThe primary topic of discussion during the conversation was what repayment and assistance options were available to her.In regard to Ms***- ***’s dissatisfaction indicating she had not received a return call from an account supervisor, our records indicate that Ms***-*** spoke with our account supervisors on multiple occasions between the dates of April 15, and April 26, at which time she was advised her REPAYE plan had been completed.We would like to apologize to Ms***-*** for the frustration she experienced and hope the information provided alleviates her concernIf she has any additional questions or concerns, she may contact our Borrower Services Department at ###-###-####, ***, or the address below:Great LakesP.OBox 7860Madison, WI 53707Sincerely,*** ***
Thank you for contacting us on behalf of Ms*** ***
and for providing us the opportunity to address her concerns regarding her U.S
Department of Education (ED) student loan accounts. Her concerns as we understand them are that
she did not receive notification when it was necessary
for her Income-Based
Repayment (IBR) plan to be recertified, past due reporting to be taken off her
credit report, as well as the method in which correspondence has been
sent. In regards to credit reporting, The Higher Education Act of
as amended requires Great Lakes report the status of all serviced student loan
accounts to the nationwide Consumer Reporting AgenciesAdditionally, the Fair
Credit Reporting Act requires this information is reported accurately and
objectivelyWe are audited to ensure we are in compliance with these
requirementsWe are pleased to advise that as of March 17, 2017, Great Lakes
has only reported Ms***’s loan accounts as current and never past
due. Additionally, we would like to advise Ms***’s
communication preferences have been updated for all correspondence to be sent
to her by mailIn order to fully address her concerns, we must point out
Income-Driven Repayment (IDR) plans, such as the IBR, are required to be
recertified annually, or every months as any change in a borrower’s income
and family size may affect their approved monthly paymentRecertifying
annually ensures the approved payment is based on their current financial
circumstancesInformation regarding annual recertification is noted on page
or the IDR Request FormUpon review of ***’s account, we have verified she
included an email address on each of her Master Promissory Notes for her
Stafford LoansIncluding an email address is optional as it may be utilized
for communication about the student loan accountAdditionally, Ms***
updated her communication preferences through ED’s website studentloans.gov on
September 5, It appears the email address Great Lakes has utilized to
communicate with Ms*** since we began servicing her loans in September
is the same as was included in her complaintOur records confirm the following notifications were provided
regarding Ms***’s IDR renewal: November 1, 2016: the day renewal notification was emailed January 19, 2017: a phone call was placed January 19, 2017: an email specifying the increased payment of $expected on March 3, if her IBR renewal was not received and processed February 4, 2017: an email indicating she was no longer eligible for the reduced payment amount as her renewal request form and required income documentation had not yet been received or processedPlease note, the phone number Great Lakes has been
utilizing to contact Ms*** since December 28, and the email address
we have utilized since September 2, are the same as were included with her
complaint. We are pleased to confirm Ms***’s IDR recertification
request was received on March 12, Because the processing of her request
may be up to to business days, her current temporary forbearance dated
from March 13, through May 11, will remain in place until her
recertification is approvedAt that time, the forbearance will be ended and
her new 12-month payment schedule will be mailedWe understand that this is not the answer Ms*** was
hoping for and apologize for any 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 Lakes P.OBox Madison, WI Sincerely,
Thank you for contacting us on behalf of Mr*** *** and for providing us the opportunity to address
his concern regarding the communications he has received from Great Lakes regarding a federal student
loan account, which we are servicing for the U.SDepartment of Education, he states is
not his debt
We regret the unfortunate circumstances Mr*** has encountered and would like him to know that Great
Lakes takes allegations of fraud very seriously and will assist in any way possible to help him rectify his
situation
To determine if we can remove Mr***’s information from this loan, by means other than postal mail as
he indicates is his preference, we ask that he contact our Fraud & Identity Theft (FIT) Department using the
information listed belowDirectly contacting our FIT Department will enable them to determine whether or
not the loan belongs to him provided he is willing to verify specific identity related informationIf they are
able to determine the loan does not belong to Mr***, he will no longer be contacted because his
contact information would be removed from the account
We apologize for the frustration Mr*** has experienced hope the information provided helps him
resolve his concernIf he has any questions or concerns, he may direct them to our Fraud and Identity Theft
Department by phone at ###-###-####, or by mail
Great Lakes
Fraud & Identity Theft Department
International Lane
Madison, WI
Sincerely,
*** ***
Supervisor Contact Escalation
Great Lakes Educational Loan Services Inc
Good morning Ms***, We are continuing to work on MsAmy ***’s complaint #***We expect to provide a response by approximately the middle of next weekWe apologize for any inconvenience this may cause and thank you for your patience. Thanks,***
Tell us Dear Ms***: Thank you for contacting us on behalf of Ms*** M*** and for providing us the opportunity to address her concern regarding the automatic payments she had son her student loan which is guaranteed by Great Lakes Higher Education Guaranty Corporation
(Great Lakes) prior to the default Our office reviewed the records of Ms***’s loan servicer prior to the current default, Great Lakes Educational Loan Servicing Incorporated (GLELSI). This was done in order to verify if she had signed up for their Automated Clearing House (ACH) payment method known as Auto Pay after her loan had been rehabilitated from a previous default on April 12, 2015. GLELSI’s records indicated that Ms*** had enrolled in Auto Pay at their website mygreatlakes.org on May 3, As you will see in the enclosed payment history, the May through September payments were successful via Auto Pay. On October 5, 2015, GLELSI received confirmation from Cardinal Stritch University that Ms*** was enrolled as a half-time student with them. As such, payments were deferred from September 1, to December 20, 2015. Subsequently, on February 8, GLESI received updated enrollment information indicating Ms*** had withdrawn from Cardinal Stritch University on December 20, At that point the account re-entered repayment and a new Payment Schedule was generated on February 13, with the first payment scheduled to pull from Ms***’s Auto Pay account on March 26, 2016. GLELSI was informed that the payment was unsuccessful and contacted Ms*** via her email address, *** on March 31, to inform her of the issue As the enclosed payment history indicates, more attempts were made to pull the monthly $payments from Ms***’s account, and all were unsuccessful. After each one of the unsuccessful monthly payments GLELSI sent Ms*** an email to inform her of there was problem with her payment. These emails were in addition to the delinquency notices that were sent to Ms*** indicating her account was seriously past dueSince there was an issue with Ms***’s checking account, it would have been her responsibility to contact her financial institution in order to rectify the situation GLELSI completed all due diligence as required by student loan regulationsAs no payments or requests to postpone payments were received, Ms***’s loans defaulted on March 6, We encourage her to contact Navient Portfolio Management, LLC at ###-###-#### to discuss her options. We again sincerely apologize for the frustration Ms*** has experienced. And, 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 ###-###-####, or by email at [email protected]. Sincerely, Great Lakes Ombudsman Office why here
tank you for helping to clear thigns up and get my TPD settledI accept the business's word they are transferring the situation back to ***
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr
***:
Thank
you for contacting us on behalf of Mr*** *** and for providing us
the opportunity to address his concerns about his student loan that is guaranteed
and serviced by Great Lakes Higher Education Guaranty Corporation (Great Lakes)
His concern as we understand it is that he had made his loan payments via his
new bank’s bill pay service but they were not received
Although
Mr*** had submitted payments via his financial institution’s bill pay
service, they unfortunately were directed to an incorrect mailing address. Due to this error Mr*** broke his
original rehabilitation agreement and is required to begin loan rehabilitation
again.
Our
office has learned that Mr*** has since reapplied for new loan
rehabilitation with a monthly payment amount of $ His next step is to sign his Loan
Rehabilitation Terms and Conditions to begin the new rehabilitation process
We
hope that Mr*** will be amenable to the loan rehabilitation terms as
he will resolve the default status by rehabilitating his account. A borrower may rehabilitate a defaulted loan
by making a pre-determined number of consecutive, voluntary, on-time monthly
payments. The rehabilitation payments
must be reasonable and affordable, but should be sufficient to satisfy the
outstanding balance on the loan within a year repayment period. The successful rehabilitation of Mr***’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/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
*
It is important to understand that Mr*** will remain responsible for
the collection fees should he decide to rehabilitate his loans.
We
sincerely apologize for the frustration Mr.
*** has experienced with the default process and we hope this
information will be helpful to him. If
you require future assistance from our office, you can reach us between 8:am
and 4:pm Monday through Friday at ###-###-####, or by email at
***.
Sincerely,
***
***
Great
Lakes Ombudsman Office