May 15, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you again for your follow up regarding Ms [redacted] In regard to Ms [redacted] ’s concern, Great Lakes has provided her every piece of information possible to help with resolving her concernUnfortunately, since Great Lakes is unable further assist, we encourage Ms [redacted] to contact her new servicer, FedLoan Servicing, directly, or submit a new inquiry with the Revdex.com naming solely her new servicer, to help with resolving her concernHopefully, by doing this, she will get the clarification or resolution she is seeking Ms [redacted] may contact [redacted] by phone at ###-###-####, by fax at ###-###-####, or by mail to: [redacted] If Ms [redacted] has any questions or concerns, she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services, Inc
January 15, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Mr [redacted] regarding his request for deferment of payments on his student loanWe welcome this opportunity to address Mr [redacted] ’s additional concerns Unfortunately, we could not initially process Mr [redacted] ’s original Economic Hardship Deferment request because he did not designate a deferment start dateThe requirement to include the deferment start date is a critical for a number of reasons, including: A maximum of months of Economic Hardship Deferment is allowed over the life of the loan The deferment start date allows the borrower to identify when their hardship began so the deferment can be applied accordingly Interest accrualWhen a federal student loan is in a deferment status, interest only accrues on unsubsidized loans We are happy to confirm that on January 13, we were able to apply the Economic Hardship Deferment to Mr [redacted] ’s accountAfter reviewing our previous communications with Mr [redacted] , we determined that he had provided a sufficient amount of information indicating that he wanted his deferment to begin on November 5, The effective dates of his deferment are from November 5, through November 4, We hope the application of this deferment alleviates Mr [redacted] ’s concernWe apologize for any frustration he experiencedIf he has any additional questions or concerns he may contact our Borrower Services Department at ###-###-####, or [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
[redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] * [redacted] and for providing us the opportunity to address her concerns about her student loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes), and serviced by [redacted] Incorporated (Performant)Her concern as we understand it is regarding the offset of her federal tax refund via the United States Treasury Offset Program (TOP) Ms [redacted] did leave a message with Performant to call her back on February 23, Unfortunately, Performant has not been able to connect with her as of yet It is possible for a borrower to attempt to recover all or part of their tax refund through a process called IRS Hardship ClaimIn this process, Great Lakes compares the expenses a borrower claims and supports against averages spent for those expenses by families of the same size and income Our office has collaborated with Performant who will be sending out the IRS Hardship Packet in the mail to Ms [redacted] In order for Ms [redacted] ’s hardship request to be considered, she must submit the following information: • Complete all items on the enclosed Financial Statement Provide complete information about her family income and expenses Do not leave any item blank If the answer is zero, write zero • Provide documentation of all sources of income She must submit: Two most current pay stubs for her and her spouse, along with documentation of all other sources of income in her household Last year’s Income Tax Filing as proof of household income Failure to provide this information will result in a rejection of her request • Provide Documentation of expenses Expenses may not be considered if she does not provide documents supporting the amounts claimed Missing documentation may result in a rejection of her request • Provide a copy of an eviction or foreclosure notification, if applicable Upon receipt of the required information, Great Lakes will begin the evaluation of Ms [redacted] ’s hardship claim We sincerely apologize for the frustration Ms [redacted] has experienced with the offset process and we hope this information will be helpful to her If you require future assistance from our office, you can reach us between 8:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted] Great Lakes Ombudsman Office
[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: Thank you very much Revdex.com for helping me out with the issueas well thank you to greatlakes for listening and readingi do appologize for the hassel of the issueafter not recieving a response from my email I was given the time at work to contact by phone (twice in the same day) to try and resolve the issuei was assured even after calling back with more information that there was nothing that could be donei did request to talk to someone higher and was still assured that nothing would still happenafter that I went to the Revdex.comshortly after I sent the complaint, I saw I had an email from greatlakes actually claiming to resolve my issueHi [redacted] , Thank you for your recent email and thank you for your service to our countryWe understand that you are requesting delinquencies reported on your account in the past be removedBased on your military service that you have made us aware of, we are able to make an adjustment to the delinquencies reported 7/13-11/and 11/14, which are covered by the dates of your back-dated defermentWe are in the process of instructing the following Credit Reporting Agencies (CRAs) to remove this information from your payment history: Experian, Equifax, TransUnion and InnovisHopefully the CRAs will promptly display these changes to your credit filesEach individual agency determines when the adjusted data will display on your credit filesPlease note that this isn't a guarantee that a correctly reported delinquency will be removed in the futurePlease continue to make your payments as scheduled each month, or proactively seek options from us anytime you are in need of repayment assistanceThis could prevent future negative credit reporting on your accountWe hope this information is helpfulPlease let us know if you have additional questionsSincerely, [redacted] Borrower Services DepartmentGreat Lakes Educational Loan Services, Inc[redacted] ***Monday – Friday 7:a.m– 9:p.mCentral time As stated they were working on resolving the information to the credit agenciesi look forward to seeing the change my reporti will save the email, incase needed for anything unresolved that might happenbut greatlakes with this email and reponse to Revdex.com, they will help peoplejust had to talk to the correct person I think which im seeing was the only issuethank you again Revdex.com, and thank you again greatlakes, I appreciate thishope you understand what this means to my husband and myself[redacted] 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]
December 30, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] We appreciate the opportunity to address her concern regarding the application of her December 6, payment Upon receipt of Ms [redacted] ’s concern we gathered copies of the checks sent by her to our payment processing centerIt appears that the payment coupons enclosed with Ms [redacted] ’s payments contained outdated payment reference numbers, which caused the payments to apply incorrectlyWe regret the frustration this has caused Ms [redacted] I am happy to share with Ms [redacted] that we have applied her payments as requested To ensure future payments are applied as directed, we will now be sending Ms [redacted] a billing statement for each of her accountsThis will enable her to enclose the detachable portion of each billing statement with the checks designated for each specific account I hope the information provided is helpful and alleviates Ms [redacted] ’s concernIf she has any questions or concerns she may contact our Borrower Services Department at ###-###-####, [email protected], or the address below: Great Lakes [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
December 1, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Mr [redacted] ** [redacted] and for providing us the opportunity to further address his concerns about his defaulted student loan guaranteed and serviced by Great Lakes Higher Education Guaranty Corporation (Great Lakes)Mr***’s concern as we understand it, is that he was not notified that his rehabilitation payments were due beginning September 20, We confirmed with the Great Lakes Collections Support Department that they did send Mr [redacted] a Billing Statement and Rehabilitation Agreement Letter on September 17, This correspondence was sent after Mr [redacted] verbally agreed to the rehabilitation on September16, with payments set to begin on September 20, Mr ***’s Administrative Wage Garnishment (AWG) order was sent to his employer on July 20, which made it effective at the time he verbally agreed to the voluntary payments It was made clear to Mr [redacted] that he needed to make five months of payments before Great Lakes would suspend AWG It is important to note that if a payment is not received, no future billing statements are sent on loans in default Additionally, due to the AWG on the Great Lakes system, only the first billing statement is sent The Great Lakes Collections Support Department also confirmed that Mr [redacted] was given verbal instructions on how to set up his automatic payments We understand that this is not the outcome that Mr [redacted] desired, but please understand that a complete and objective review was done.It has been determined that the AWG will need to continue for five months in addition to the voluntary payments beginning with the November 27, voluntary payment We sincerely apologize for the frustration Mr [redacted] has experienced with the entire default process and we hope this information has been helpful If additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted]
January 6, [redacted] Great Lakes ID: [redacted] Complaint ID: [redacted] RE: [redacted] - Complaint ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] regarding her loan that is in Administrative Wage Garnishment (AWG) with Great Lakes Higher Education Guaranty Corporation (Great Lakes) We welcome this opportunity to assist in finding a solution to the burden of the AWG on her account Our office collaborated with the current loan servicer Great Lakes Collection Support, in order to provide the options that are available to Ms*** Unfortunately, Ms [redacted] had not received a Financial Statement among the other documents that were sent to her on November 25, This document needs to be completed and send back in order for a possible AWG Hearing Request to be scheduled Great Lakes Collection Support feels the best course of action for Ms [redacted] to take, would be to continue with the Loan Rehabilitation Plan she has enrolled in If she were to make the required additional $rehabilitation payments, one in January, one in February and another one no sooner than February 28, 2014, the AWG would not need to continue in March It is important to note that if Ms [redacted] were to choose to pursue to have a possible AWG Hearing; it very well could take longer for AWG to stop than continuing with her rehabilitation plan We again thank you for contacting us and for giving us an opportunity to be of assistance and are hopeful for a positive outcome Additionally, we apologize for Ms***’s frustration with the whole default processIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted]
[redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Mr [redacted] ** [redacted] and for providing us the opportunity to address his concerns about his student loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes) and serviced by Affiliated Computer Services Incorporated Education Services (***) His concern as we understand it is regarding the information that is reported to the Credit Reporting Agencies While we understand Mr [redacted] ’s frustration, in this case consumer credit reporting does not fall under the purview Great Lakes Credit Reporting is the sole responsibility of the student loan servicer *** We feel Mr [redacted] should contact [redacted] to see if they would be willing to make an exception with regard to their reporting of his student loanThey may be contacted at: [redacted] Ph ###-###-#### We sincerely apologize for the frustration Mr [redacted] has experienced 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 [redacted] Sincerely, [redacted]
Thank you for contacting us on behalf of Ms [redacted] , and for providing us the opportunity to further assist her We are happy to confirm that the National Student Loan Data System (NSLDS) has been updated to show that Ms [redacted] ’s account has now been paid in full Our office personally logged into NSLDS and found that it does now reflect that the default has been resolved Ms [redacted] can discuss with her school how to go about getting her desired Title IV eligibility, which should allow her to enroll for classes Should Ms [redacted] have any additional questions, or require additional information, she is encouraged to call our Collections Department at ###-###-#### Sincerely, [redacted] Great Lakes Higher Education [redacted]
October 28, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] ** [redacted] and for providing us the opportunity to further address her concerns about her student loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes) and serviced by Performant RecoveryHer concern, as we understand it, is her desire to consolidate her loan with Federal Direct Loan (FDL) Consolidation We are happy to confirm that on October 17, Great Lakes verified with [redacted] Ms [redacted] s chosen FDL Servicer, that they received the consolidation funds that had been sent to Great Lakes in error, back from Great Lakes Additionally, on October 10, 2014, an Electric Loan Verification Certificate (ELVC) was received and processed by Great Lakes, giving [redacted] the correct payoff figure Additionally, our office contacted Ms [redacted] on October 27, and explained the situation to her Unfortunately, there had been technical issues that occurred between her consolidation servicer [redacted] and Great Lakes Both Great Lakes and [redacted] were able to collaborate to solve these technical issues On October 10, Great Lakes processed an Electric Loan Verification Certificate (ELVC), and provided the proper payoff amount to the consolidator [redacted] On October 17, 2014, Great Lakes verified with their contact at [redacted] that the previous payoff amount was received/refunded back to [redacted] At that time, Great Lakes alerted them to the fact that the process was working and that an ELVC had been sent to [redacted] on October 10th with the payoff amount Now all that is needed is for [redacted] to send the corrected payoff amount to Great Lakes and Ms [redacted] ’s consolidation will have been completed It should be noted that this process can take several weeks We sincerely apologize for the frustration Ms [redacted] has experienced with the entire consolidation process and we hope this information will be helpful to her If you require future assistance from our office, you can reach us between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted] Great Lakes Ombudsman Office
December 10, [redacted] Revdex.com of Wisconsin [redacted] ** [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 concerns regarding his recent Auto Pay payment On November 27, 2014, an Auto Pay payment was withdrawn from Mr***’s bank account number ending in ***, which he had used to make automatic payments since April 27, On November 29, 2014, Mr [redacted] updated his bank account for Auto Pay payments to a bank account number ending in *** A review of our records reflects no update made on October 25, to Mr***’s Auto Pay account informationI regret that the withdrawal was made from an account Mr [redacted] had not intended; however, if Mr [redacted] can provide proof that a change was made on October 25, 2014, we would be happy to further review his concern He may send the information via email to the email address provided below, by fax to ###-###-####, or by mail to: Great Lakes Borrower Services [redacted] Unfortunately, at the present time, since our records do not indicate any change was made until November 29, 2014, we are unable to refund his overdraft fees If Mr [redacted] has additional questions or concerns, he may contact our Borrower Services Department at ###-###-####, or by email at [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services, Inc
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 did not receive these documents that were sent to my address, nor did I receive any emails from Great Lakes about my loans being behindI am kindly asking that Great Lakes remove this information from my credit reports, as I am now and have been in deferment for the last months on my two loansRegards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is subjectively satisfactory to meIt should be noted their complete resolve to blame me for their ignoranceThe outdated reference numbers where made outdated during transit of this last paymentEven so, this does not negate the fact that they knowingly accepted and cashed checks that were inaccurateThus, distributing the funds as they saw fit, without notifying meI even called when I received the new statement with the new reference number and asked to make sure all accounts where paid with the same amount; I was told yes and promptly rushed off the phone This is why I keep such annoying close tabs on themI would never ever allow automatic withdrawal or anything like thatHave to keep it simple, broken down to EACH accountLumping all the reference/accounts into one reference number, so I only have to write one check seems like it would be easier, but even with explicit instructions they would miss that up somehow Regards, [redacted]
January 7, [redacted] ** [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 Great Lakes not providing the documentation he requested for the Economic Hardship Deferment After reviewing Mr [redacted] ’s communications with us, we have identified and attached the deferment documentation he requestedThis documentation was also emailed to him at [redacted] on January 2, In case Mr [redacted] was unaware, we were unable to process his Economic Hardship Deferment request we received in December because it did not include a deferment start dateWe mailed Mr [redacted] a letter, on December 18, 2014, advising him that his request for deferment was incompleteThe letter also included an area for him to provide us with the required start dateWe have included a copy of the application and letter for reference Mr [redacted] can complete the deferment application process by completing and returning the attached letter, or by contacting our Borrower Services Department by phone at ###-###-####, by email at [redacted] , or by mail to the address below: [redacted] We hope the information provided alleviates Mr [redacted] ’s concern, and look forward to hearing from him soon Sincerely, [redacted] Great Lakes Educational Loan Services Inc
January 23, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern as she is requesting assistance with bringing her account up to date so she can continue to make her monthly payments I have addressed Ms [redacted] ’s concerns with her directly during a January 21, phone conversation If Ms [redacted] has any questions or concerns she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
[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]
April 1, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Mr [redacted] and Mrs [redacted] regarding their efforts to pay off the remaining balance of a Stafford loan under [redacted] ’s nameWe appreciate them providing us the opportunity to address their concern and hope they find the information provided helpful We would like to thank Mrand Mrs [redacted] for detailing their experiences throughout communications with Great LakesWe strive to provide excellent customer service and genuinely appreciate this type of detailed feedback because it gives us the opportunity to improve the level of service we provide our customersIn an effort to prevent similar issues from occurring in the future, their feedback was forwarded to the appropriate parties and will be utilized for coaching purposes Within their complaint, Mrand Mrs [redacted] referenced that they were advised they could use a debit or credit card to make a payment to satisfy the Stafford loan in Mrs [redacted] ’s nameRegrettably, Mr [redacted] was emailed this information in error on November 10, 2014, and was not informed that this was not an available option until November 20, 2014, when he called to make a payment using his card Great Lakes services loans for multiple lenders, at the current time the only lender that allows their borrowers to use a credit or debit card to make payments in certain circumstances is the U.SDepartment of EducationThe lender of Mrs [redacted] ’s Stafford loan is [redacted] ***We recognize the inconvenience this may cause for customers In order to process their December 10, payment, even though Mr [redacted] stated his financial institution resolved the issue they encountered, we need his financial institution to provide us with documentation, on company letterhead, confirming this by explaining the sanctions have been dropped and that the funds have been releasedThis letter can be sent directly to our Payment Analysis Department via email at [redacted] , by fax to ###-###-#### - ATTN: Payment Review/Stephanie, or mailed to: [redacted] Even though Mrand Mrs [redacted] ’s payment has yet to be fully processed, in hopes of rectifying their concern due to the unique circumstances involved, we are willing to backdate their payment to the date it was initially received, December 10, To ensure this will be done, we will continually monitor Mrs [redacted] ’s account for the aforementioned information from her financial institutionAs soon as it is received we will again attempt to process the paymentAlthough, we are unable to guarantee that this attempt to process the payment will go through, which is a significant point they should be aware ofThis is because we cannot confirm that the adjustments made by their financial institution to resolve the initial payment rejection will ultimately allow this payment to fully process and be debited from their account I sincerely apologize for the frustration they have experiencedI hope that their financial institution is able to provide the necessary information and that the payment processes unscathedIf either of them have any questions or concerns, they may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
February 13, [redacted] ** [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 the $payment that was automatically withdrawn via Auto Pay Our records confirm that [redacted] scheduled a payment for February 2, to satisfy the remainder of his student loanAs with all payments, including [redacted] **’s, it takes approximately business days for payments to process in fullAs [redacted] **’s payment was submitted on a Friday, it did not finish processing until the following Monday, February 5, The reason the extra $payment was processed is because [redacted] was enrolled in Auto Pay, our automated bill pay service, and his monthly payments were due on the 4th of every month Because [redacted] **’s payoff payment was still processing on the 4th his account was still showing a balance, which resulted in his Auto Pay withdrawing his $monthly payment February 4, Electronic payments for accounts with the U.SDepartment of Education (ED) are processed through a clearinghouse (pay.gov) on behalf of the U.STreasuryWhen the U.S Treasury receives a refund request for a payment that was made electronically, it normally takes approximately weeks for them to process and return the payment to a borrower’s bank account electronicallyHowever, on February 12, 2015, we requested that ED expedite the refund process for [redacted] **’s $payment and expect him to receive his refund within to days business days It is important for [redacted] to note that once ED sends the refund to his financial institution, they will have their own procedures for determining how quickly the refund will post to his accountWe recommend that [redacted] first check with his financial institution if he does not see the refund posted to his account within two weeks I understand that the delay in the return of [redacted] **’s funds can be frustrating and hope he will accept our apology for the frustration this experience has causedIf he has any questions or concerns he may contact our Borrower Services Department at ###-###-####, [email protected], or the address below: Great Lakes [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
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 Great Lakes Borrower services does not recognize the fact that I was clearly enrolled in the PSLFP (as indicated by the fact that my loan was placed in a different--and higher--re-payment category in June, 2013), which in combination with the materials they acknowledge mailing me about the Public Service Loan Forgiveness Program that month, as well as the conversation I had with their [redacted] , Mr [redacted] on August 1, 2014, clearly indicates I was led to believe I was enrolled in the PSLFP in June Moreover, my request for reimbursement for the interest I paid on my sizable loans over the following year is documented from this before-mentioned conversation with Mr [redacted] , wherein he told me that, contrary to what I had been told the previous summer, I would not qualify for the PSLFP based on my income level; all of which caused me unnecessarily accumulate additional interest on loans I would have otherwise paid off in June, 2013, as opposed to September, 2014.Great Lakes has been grossly negligent with the handling of my loans.Please publish the dialogue in this matter for all to see, as I will continue seeking an equitable resolution through both of my U.SSenator's offices Regards, [redacted]
January 13, [redacted] Great Lakes ID: [redacted] Complaint ID: [redacted] RE: [redacted] - Complaint ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] regarding her loan that is in Administrative Wage Garnishment (AWG) with Great Lakes Higher Education Guaranty Corporation (Great Lakes) We welcome this opportunity to further address her concerns regarding the AWG on her account We confirmed with the Great Lakes Collections Support Department that they have been able to assist with expediting the scheduling of an AWG HearingThe hearing will be conducted by Education Credit Management Corporation (ECMC), which will be in contact with Ms [redacted] to provide her the specific information Great Lakes Collection Support feels Ms [redacted] should continue with the Loan Rehabilitation Plan she has enrolled in, in case the hearing judge does not rule in her favor If she were to make the required additional $rehabilitation payments, one in January, one in February and another one no sooner than February 28, 2014, the AWG would not need to continue in March, regardless of the result of the AWG Hearing We again thank you for contacting us and for giving us an opportunity to be of assistance and are hopeful for a positive outcome Additionally, we apologize for Ms***’s frustration with the whole default processIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted]
May 15, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you again for your follow up regarding Ms [redacted] In regard to Ms [redacted] ’s concern, Great Lakes has provided her every piece of information possible to help with resolving her concernUnfortunately, since Great Lakes is unable further assist, we encourage Ms [redacted] to contact her new servicer, FedLoan Servicing, directly, or submit a new inquiry with the Revdex.com naming solely her new servicer, to help with resolving her concernHopefully, by doing this, she will get the clarification or resolution she is seeking Ms [redacted] may contact [redacted] by phone at ###-###-####, by fax at ###-###-####, or by mail to: [redacted] If Ms [redacted] has any questions or concerns, she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services, Inc
January 15, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Mr [redacted] regarding his request for deferment of payments on his student loanWe welcome this opportunity to address Mr [redacted] ’s additional concerns Unfortunately, we could not initially process Mr [redacted] ’s original Economic Hardship Deferment request because he did not designate a deferment start dateThe requirement to include the deferment start date is a critical for a number of reasons, including: A maximum of months of Economic Hardship Deferment is allowed over the life of the loan The deferment start date allows the borrower to identify when their hardship began so the deferment can be applied accordingly Interest accrualWhen a federal student loan is in a deferment status, interest only accrues on unsubsidized loans We are happy to confirm that on January 13, we were able to apply the Economic Hardship Deferment to Mr [redacted] ’s accountAfter reviewing our previous communications with Mr [redacted] , we determined that he had provided a sufficient amount of information indicating that he wanted his deferment to begin on November 5, The effective dates of his deferment are from November 5, through November 4, We hope the application of this deferment alleviates Mr [redacted] ’s concernWe apologize for any frustration he experiencedIf he has any additional questions or concerns he may contact our Borrower Services Department at ###-###-####, or [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
[redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] * [redacted] and for providing us the opportunity to address her concerns about her student loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes), and serviced by [redacted] Incorporated (Performant)Her concern as we understand it is regarding the offset of her federal tax refund via the United States Treasury Offset Program (TOP) Ms [redacted] did leave a message with Performant to call her back on February 23, Unfortunately, Performant has not been able to connect with her as of yet It is possible for a borrower to attempt to recover all or part of their tax refund through a process called IRS Hardship ClaimIn this process, Great Lakes compares the expenses a borrower claims and supports against averages spent for those expenses by families of the same size and income Our office has collaborated with Performant who will be sending out the IRS Hardship Packet in the mail to Ms [redacted] In order for Ms [redacted] ’s hardship request to be considered, she must submit the following information: • Complete all items on the enclosed Financial Statement Provide complete information about her family income and expenses Do not leave any item blank If the answer is zero, write zero • Provide documentation of all sources of income She must submit: Two most current pay stubs for her and her spouse, along with documentation of all other sources of income in her household Last year’s Income Tax Filing as proof of household income Failure to provide this information will result in a rejection of her request • Provide Documentation of expenses Expenses may not be considered if she does not provide documents supporting the amounts claimed Missing documentation may result in a rejection of her request • Provide a copy of an eviction or foreclosure notification, if applicable Upon receipt of the required information, Great Lakes will begin the evaluation of Ms [redacted] ’s hardship claim We sincerely apologize for the frustration Ms [redacted] has experienced with the offset process and we hope this information will be helpful to her If you require future assistance from our office, you can reach us between 8:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted] Great Lakes Ombudsman Office
[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: Thank you very much Revdex.com for helping me out with the issueas well thank you to greatlakes for listening and readingi do appologize for the hassel of the issueafter not recieving a response from my email I was given the time at work to contact by phone (twice in the same day) to try and resolve the issuei was assured even after calling back with more information that there was nothing that could be donei did request to talk to someone higher and was still assured that nothing would still happenafter that I went to the Revdex.comshortly after I sent the complaint, I saw I had an email from greatlakes actually claiming to resolve my issueHi [redacted] , Thank you for your recent email and thank you for your service to our countryWe understand that you are requesting delinquencies reported on your account in the past be removedBased on your military service that you have made us aware of, we are able to make an adjustment to the delinquencies reported 7/13-11/and 11/14, which are covered by the dates of your back-dated defermentWe are in the process of instructing the following Credit Reporting Agencies (CRAs) to remove this information from your payment history: Experian, Equifax, TransUnion and InnovisHopefully the CRAs will promptly display these changes to your credit filesEach individual agency determines when the adjusted data will display on your credit filesPlease note that this isn't a guarantee that a correctly reported delinquency will be removed in the futurePlease continue to make your payments as scheduled each month, or proactively seek options from us anytime you are in need of repayment assistanceThis could prevent future negative credit reporting on your accountWe hope this information is helpfulPlease let us know if you have additional questionsSincerely, [redacted] Borrower Services DepartmentGreat Lakes Educational Loan Services, Inc[redacted] ***Monday – Friday 7:a.m– 9:p.mCentral time As stated they were working on resolving the information to the credit agenciesi look forward to seeing the change my reporti will save the email, incase needed for anything unresolved that might happenbut greatlakes with this email and reponse to Revdex.com, they will help peoplejust had to talk to the correct person I think which im seeing was the only issuethank you again Revdex.com, and thank you again greatlakes, I appreciate thishope you understand what this means to my husband and myself[redacted] 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]
December 30, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] We appreciate the opportunity to address her concern regarding the application of her December 6, payment Upon receipt of Ms [redacted] ’s concern we gathered copies of the checks sent by her to our payment processing centerIt appears that the payment coupons enclosed with Ms [redacted] ’s payments contained outdated payment reference numbers, which caused the payments to apply incorrectlyWe regret the frustration this has caused Ms [redacted] I am happy to share with Ms [redacted] that we have applied her payments as requested To ensure future payments are applied as directed, we will now be sending Ms [redacted] a billing statement for each of her accountsThis will enable her to enclose the detachable portion of each billing statement with the checks designated for each specific account I hope the information provided is helpful and alleviates Ms [redacted] ’s concernIf she has any questions or concerns she may contact our Borrower Services Department at ###-###-####, [email protected], or the address below: Great Lakes [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
December 1, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Mr [redacted] ** [redacted] and for providing us the opportunity to further address his concerns about his defaulted student loan guaranteed and serviced by Great Lakes Higher Education Guaranty Corporation (Great Lakes)Mr***’s concern as we understand it, is that he was not notified that his rehabilitation payments were due beginning September 20, We confirmed with the Great Lakes Collections Support Department that they did send Mr [redacted] a Billing Statement and Rehabilitation Agreement Letter on September 17, This correspondence was sent after Mr [redacted] verbally agreed to the rehabilitation on September16, with payments set to begin on September 20, Mr ***’s Administrative Wage Garnishment (AWG) order was sent to his employer on July 20, which made it effective at the time he verbally agreed to the voluntary payments It was made clear to Mr [redacted] that he needed to make five months of payments before Great Lakes would suspend AWG It is important to note that if a payment is not received, no future billing statements are sent on loans in default Additionally, due to the AWG on the Great Lakes system, only the first billing statement is sent The Great Lakes Collections Support Department also confirmed that Mr [redacted] was given verbal instructions on how to set up his automatic payments We understand that this is not the outcome that Mr [redacted] desired, but please understand that a complete and objective review was done.It has been determined that the AWG will need to continue for five months in addition to the voluntary payments beginning with the November 27, voluntary payment We sincerely apologize for the frustration Mr [redacted] has experienced with the entire default process and we hope this information has been helpful If additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted]
January 6, [redacted] Great Lakes ID: [redacted] Complaint ID: [redacted] RE: [redacted] - Complaint ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] regarding her loan that is in Administrative Wage Garnishment (AWG) with Great Lakes Higher Education Guaranty Corporation (Great Lakes) We welcome this opportunity to assist in finding a solution to the burden of the AWG on her account Our office collaborated with the current loan servicer Great Lakes Collection Support, in order to provide the options that are available to Ms*** Unfortunately, Ms [redacted] had not received a Financial Statement among the other documents that were sent to her on November 25, This document needs to be completed and send back in order for a possible AWG Hearing Request to be scheduled Great Lakes Collection Support feels the best course of action for Ms [redacted] to take, would be to continue with the Loan Rehabilitation Plan she has enrolled in If she were to make the required additional $rehabilitation payments, one in January, one in February and another one no sooner than February 28, 2014, the AWG would not need to continue in March It is important to note that if Ms [redacted] were to choose to pursue to have a possible AWG Hearing; it very well could take longer for AWG to stop than continuing with her rehabilitation plan We again thank you for contacting us and for giving us an opportunity to be of assistance and are hopeful for a positive outcome Additionally, we apologize for Ms***’s frustration with the whole default processIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted]
[redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Mr [redacted] ** [redacted] and for providing us the opportunity to address his concerns about his student loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes) and serviced by Affiliated Computer Services Incorporated Education Services (***) His concern as we understand it is regarding the information that is reported to the Credit Reporting Agencies While we understand Mr [redacted] ’s frustration, in this case consumer credit reporting does not fall under the purview Great Lakes Credit Reporting is the sole responsibility of the student loan servicer *** We feel Mr [redacted] should contact [redacted] to see if they would be willing to make an exception with regard to their reporting of his student loanThey may be contacted at: [redacted] Ph ###-###-#### We sincerely apologize for the frustration Mr [redacted] has experienced 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 [redacted] Sincerely, [redacted]
Thank you for contacting us on behalf of Ms [redacted] , and for providing us the opportunity to further assist her We are happy to confirm that the National Student Loan Data System (NSLDS) has been updated to show that Ms [redacted] ’s account has now been paid in full Our office personally logged into NSLDS and found that it does now reflect that the default has been resolved Ms [redacted] can discuss with her school how to go about getting her desired Title IV eligibility, which should allow her to enroll for classes Should Ms [redacted] have any additional questions, or require additional information, she is encouraged to call our Collections Department at ###-###-#### Sincerely, [redacted] Great Lakes Higher Education [redacted]
October 28, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] ** [redacted] and for providing us the opportunity to further address her concerns about her student loan that is guaranteed by Great Lakes Higher Education Guaranty Corporation (Great Lakes) and serviced by Performant RecoveryHer concern, as we understand it, is her desire to consolidate her loan with Federal Direct Loan (FDL) Consolidation We are happy to confirm that on October 17, Great Lakes verified with [redacted] Ms [redacted] s chosen FDL Servicer, that they received the consolidation funds that had been sent to Great Lakes in error, back from Great Lakes Additionally, on October 10, 2014, an Electric Loan Verification Certificate (ELVC) was received and processed by Great Lakes, giving [redacted] the correct payoff figure Additionally, our office contacted Ms [redacted] on October 27, and explained the situation to her Unfortunately, there had been technical issues that occurred between her consolidation servicer [redacted] and Great Lakes Both Great Lakes and [redacted] were able to collaborate to solve these technical issues On October 10, Great Lakes processed an Electric Loan Verification Certificate (ELVC), and provided the proper payoff amount to the consolidator [redacted] On October 17, 2014, Great Lakes verified with their contact at [redacted] that the previous payoff amount was received/refunded back to [redacted] At that time, Great Lakes alerted them to the fact that the process was working and that an ELVC had been sent to [redacted] on October 10th with the payoff amount Now all that is needed is for [redacted] to send the corrected payoff amount to Great Lakes and Ms [redacted] ’s consolidation will have been completed It should be noted that this process can take several weeks We sincerely apologize for the frustration Ms [redacted] has experienced with the entire consolidation process and we hope this information will be helpful to her If you require future assistance from our office, you can reach us between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted] Great Lakes Ombudsman Office
December 10, [redacted] Revdex.com of Wisconsin [redacted] ** [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 concerns regarding his recent Auto Pay payment On November 27, 2014, an Auto Pay payment was withdrawn from Mr***’s bank account number ending in ***, which he had used to make automatic payments since April 27, On November 29, 2014, Mr [redacted] updated his bank account for Auto Pay payments to a bank account number ending in *** A review of our records reflects no update made on October 25, to Mr***’s Auto Pay account informationI regret that the withdrawal was made from an account Mr [redacted] had not intended; however, if Mr [redacted] can provide proof that a change was made on October 25, 2014, we would be happy to further review his concern He may send the information via email to the email address provided below, by fax to ###-###-####, or by mail to: Great Lakes Borrower Services [redacted] Unfortunately, at the present time, since our records do not indicate any change was made until November 29, 2014, we are unable to refund his overdraft fees If Mr [redacted] has additional questions or concerns, he may contact our Borrower Services Department at ###-###-####, or by email at [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services, Inc
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 did not receive these documents that were sent to my address, nor did I receive any emails from Great Lakes about my loans being behindI am kindly asking that Great Lakes remove this information from my credit reports, as I am now and have been in deferment for the last months on my two loansRegards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is subjectively satisfactory to meIt should be noted their complete resolve to blame me for their ignoranceThe outdated reference numbers where made outdated during transit of this last paymentEven so, this does not negate the fact that they knowingly accepted and cashed checks that were inaccurateThus, distributing the funds as they saw fit, without notifying meI even called when I received the new statement with the new reference number and asked to make sure all accounts where paid with the same amount; I was told yes and promptly rushed off the phone This is why I keep such annoying close tabs on themI would never ever allow automatic withdrawal or anything like thatHave to keep it simple, broken down to EACH accountLumping all the reference/accounts into one reference number, so I only have to write one check seems like it would be easier, but even with explicit instructions they would miss that up somehow Regards, [redacted]
January 7, [redacted] ** [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 Great Lakes not providing the documentation he requested for the Economic Hardship Deferment After reviewing Mr [redacted] ’s communications with us, we have identified and attached the deferment documentation he requestedThis documentation was also emailed to him at [redacted] on January 2, In case Mr [redacted] was unaware, we were unable to process his Economic Hardship Deferment request we received in December because it did not include a deferment start dateWe mailed Mr [redacted] a letter, on December 18, 2014, advising him that his request for deferment was incompleteThe letter also included an area for him to provide us with the required start dateWe have included a copy of the application and letter for reference Mr [redacted] can complete the deferment application process by completing and returning the attached letter, or by contacting our Borrower Services Department by phone at ###-###-####, by email at [redacted] , or by mail to the address below: [redacted] We hope the information provided alleviates Mr [redacted] ’s concern, and look forward to hearing from him soon Sincerely, [redacted] Great Lakes Educational Loan Services Inc
January 23, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] and for providing us the opportunity to address her concern as she is requesting assistance with bringing her account up to date so she can continue to make her monthly payments I have addressed Ms [redacted] ’s concerns with her directly during a January 21, phone conversation If Ms [redacted] has any questions or concerns she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
[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]
April 1, [redacted] ** [redacted] Complaint ID: [redacted] Great Lakes ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Mr [redacted] and Mrs [redacted] regarding their efforts to pay off the remaining balance of a Stafford loan under [redacted] ’s nameWe appreciate them providing us the opportunity to address their concern and hope they find the information provided helpful We would like to thank Mrand Mrs [redacted] for detailing their experiences throughout communications with Great LakesWe strive to provide excellent customer service and genuinely appreciate this type of detailed feedback because it gives us the opportunity to improve the level of service we provide our customersIn an effort to prevent similar issues from occurring in the future, their feedback was forwarded to the appropriate parties and will be utilized for coaching purposes Within their complaint, Mrand Mrs [redacted] referenced that they were advised they could use a debit or credit card to make a payment to satisfy the Stafford loan in Mrs [redacted] ’s nameRegrettably, Mr [redacted] was emailed this information in error on November 10, 2014, and was not informed that this was not an available option until November 20, 2014, when he called to make a payment using his card Great Lakes services loans for multiple lenders, at the current time the only lender that allows their borrowers to use a credit or debit card to make payments in certain circumstances is the U.SDepartment of EducationThe lender of Mrs [redacted] ’s Stafford loan is [redacted] ***We recognize the inconvenience this may cause for customers In order to process their December 10, payment, even though Mr [redacted] stated his financial institution resolved the issue they encountered, we need his financial institution to provide us with documentation, on company letterhead, confirming this by explaining the sanctions have been dropped and that the funds have been releasedThis letter can be sent directly to our Payment Analysis Department via email at [redacted] , by fax to ###-###-#### - ATTN: Payment Review/Stephanie, or mailed to: [redacted] Even though Mrand Mrs [redacted] ’s payment has yet to be fully processed, in hopes of rectifying their concern due to the unique circumstances involved, we are willing to backdate their payment to the date it was initially received, December 10, To ensure this will be done, we will continually monitor Mrs [redacted] ’s account for the aforementioned information from her financial institutionAs soon as it is received we will again attempt to process the paymentAlthough, we are unable to guarantee that this attempt to process the payment will go through, which is a significant point they should be aware ofThis is because we cannot confirm that the adjustments made by their financial institution to resolve the initial payment rejection will ultimately allow this payment to fully process and be debited from their account I sincerely apologize for the frustration they have experiencedI hope that their financial institution is able to provide the necessary information and that the payment processes unscathedIf either of them have any questions or concerns, they may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
February 13, [redacted] ** [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 the $payment that was automatically withdrawn via Auto Pay Our records confirm that [redacted] scheduled a payment for February 2, to satisfy the remainder of his student loanAs with all payments, including [redacted] **’s, it takes approximately business days for payments to process in fullAs [redacted] **’s payment was submitted on a Friday, it did not finish processing until the following Monday, February 5, The reason the extra $payment was processed is because [redacted] was enrolled in Auto Pay, our automated bill pay service, and his monthly payments were due on the 4th of every month Because [redacted] **’s payoff payment was still processing on the 4th his account was still showing a balance, which resulted in his Auto Pay withdrawing his $monthly payment February 4, Electronic payments for accounts with the U.SDepartment of Education (ED) are processed through a clearinghouse (pay.gov) on behalf of the U.STreasuryWhen the U.S Treasury receives a refund request for a payment that was made electronically, it normally takes approximately weeks for them to process and return the payment to a borrower’s bank account electronicallyHowever, on February 12, 2015, we requested that ED expedite the refund process for [redacted] **’s $payment and expect him to receive his refund within to days business days It is important for [redacted] to note that once ED sends the refund to his financial institution, they will have their own procedures for determining how quickly the refund will post to his accountWe recommend that [redacted] first check with his financial institution if he does not see the refund posted to his account within two weeks I understand that the delay in the return of [redacted] **’s funds can be frustrating and hope he will accept our apology for the frustration this experience has causedIf he has any questions or concerns he may contact our Borrower Services Department at ###-###-####, [email protected], or the address below: Great Lakes [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
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 Great Lakes Borrower services does not recognize the fact that I was clearly enrolled in the PSLFP (as indicated by the fact that my loan was placed in a different--and higher--re-payment category in June, 2013), which in combination with the materials they acknowledge mailing me about the Public Service Loan Forgiveness Program that month, as well as the conversation I had with their [redacted] , Mr [redacted] on August 1, 2014, clearly indicates I was led to believe I was enrolled in the PSLFP in June Moreover, my request for reimbursement for the interest I paid on my sizable loans over the following year is documented from this before-mentioned conversation with Mr [redacted] , wherein he told me that, contrary to what I had been told the previous summer, I would not qualify for the PSLFP based on my income level; all of which caused me unnecessarily accumulate additional interest on loans I would have otherwise paid off in June, 2013, as opposed to September, 2014.Great Lakes has been grossly negligent with the handling of my loans.Please publish the dialogue in this matter for all to see, as I will continue seeking an equitable resolution through both of my U.SSenator's offices Regards, [redacted]
January 13, [redacted] Great Lakes ID: [redacted] Complaint ID: [redacted] RE: [redacted] - Complaint ID: [redacted] Dear Mr [redacted] : Thank you for contacting us on behalf of Ms [redacted] regarding her loan that is in Administrative Wage Garnishment (AWG) with Great Lakes Higher Education Guaranty Corporation (Great Lakes) We welcome this opportunity to further address her concerns regarding the AWG on her account We confirmed with the Great Lakes Collections Support Department that they have been able to assist with expediting the scheduling of an AWG HearingThe hearing will be conducted by Education Credit Management Corporation (ECMC), which will be in contact with Ms [redacted] to provide her the specific information Great Lakes Collection Support feels Ms [redacted] should continue with the Loan Rehabilitation Plan she has enrolled in, in case the hearing judge does not rule in her favor If she were to make the required additional $rehabilitation payments, one in January, one in February and another one no sooner than February 28, 2014, the AWG would not need to continue in March, regardless of the result of the AWG Hearing We again thank you for contacting us and for giving us an opportunity to be of assistance and are hopeful for a positive outcome Additionally, we apologize for Ms***’s frustration with the whole default processIf additional information is required, please by all means, contact usYou can reach our office between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] Sincerely, [redacted]