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 loan rehabilitation program We sincerely apologize to Mr [redacted] for the frustration he experienced during communications with Great LakesGreat Lakes’ takes pride in providing quality customer service and we appreciate the opportunity to provide any necessary feedback and training Mr [redacted] was contacted yesterday, and it appears his concern was addressed If his question was not completely answered to his satisfaction and he requires future assistance from our office, he can reach us between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] We again apologize for the frustration Mr [redacted] experienced yesterday and are hopeful Great Lakes will be able to meet his future customer service expectations Sincerely, Great Lakes Ombudsman Office
December 18, [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 additional concerns in regard to her credit reporting On May 23, 2013, Ms [redacted] applied for forbearance to her accounts electronically through our website, www.mygreatlakes.org, requesting that payments resume in August On June 18, we emailed Ms [redacted] a notification that her forbearance would be ending July 17, Subsequently, on July 22, 2013, we emailed Payment Schedule and Disclosure statements (PSDs) for each of her accountsThe PSDs advised that her monthly payments would begin September 2, We also emailed monthly payment reminders beginning August 20, When no payments were received, we emailed delinquency notifications beginning September 10, Additionally, we mailed delinquency compliance letters to Ms [redacted] beginning September 13, The PSDs and letters that were mailed to Ms [redacted] are attached for your review As advised previously, we are unable to grant her request to remove the adverse credit reporting on her accounts If Ms [redacted] has any additional questions or concerns she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: Great Lakes [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services, Inc
March 26, [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 concernsHis concerns, as we understand them, are as follows: He would like the payment of $withdrawn via Auto Pay on January 28, refunded immediately He would like the two Parent PLUS loans we service transferred to a different servicer Issue 1: Refund Request I apologize for the frustration Mr [redacted] has experienced as a result of this payment issueRegrettably, the refund request he made on January 30, was rejected because it would have put his account into a past due statusWe apologize to Mr [redacted] for not providing earlier notification that his refund request was not approved and have forwarded this issue to the appropriate parties for coaching purposes, as he should have been updated upon denial We are happy to advise that our records confirm that Mr***’s refund request was approved and sent to the U.STreasury on March 19, In an effort to remedy Mr***’s concern, we did reach out to his lender, the U.SDepartment of Education (ED), and requested them to expedite his refundIt is important for him to know that his financial institution has its own procedures determining how quickly the refund will post to his account When a refund is requested for an ED held loan, the U.STreasury must process the refund requestAll electronic payments made toward ED held loans are processed through a clearinghouse (pay.gov) on behalf of the U.STreasuryTypically, when the U.STreasury receives a request to refund a payment(s), it takes approximately four to six weeks to process and return the requested refund amountThe length of time is due to the processing requirements of the U.S TreasuryTo avoid this delay, we usually recommend that borrowers work directly with their financial institution to reverse the payment, which is generally the fastest way to solve such issues such as Mr***’s Mr ***’s payment of $885.68, for lender number 798581, was automatically withdrawn on January 28, because he was enrolled in our automated bill-pay service, Auto PayThe payment was withdrawn in accordance with the payment schedule that was generated December 7, 2014, which indicated Mr***’s monthly payment of $ would commence in January It appears Mr [redacted] was not intending to make this payment because he sent certified enrollment verification for the student on the account, [redacted] ***, December 19, in an attempt to defer his payments The certified enrollment verification received from Mr [redacted] on December 19, 2014, indicated that [redacted] ’s qualifying enrollment would begin on January 26, However, on January 20, 2015, we received updated enrollment verification from [redacted] ’s school, which was certified as of January 6, 2015, stating that he was no longer attending as at least a half-time student as of May 17, Since this enrollment verification was certified by [redacted] ’s school more recently than the information we received on December 19, 2014, it prevented us from applying the student enrollment deferment to Mr***’s account On February 5, 2015, we received the most recent enrollment verification certified by [redacted] ’s schoolThis information allowed us to place an in-school deferment on Mr***’s account for the period of January 26, through December 19, However, since the information was received after Mr***’s January payment, and since Mr [redacted] had not cancelled Auto Pay, his January payment of $was withdrawn It is important for Mr [redacted] to understand that the deferment will remain on file unless he or [redacted] ’s school updates us with new enrollment verification It’s also important for Mr [redacted] to understand that we are required, by federal guidelines, to process enrollment verifications with the most recent update the school certifies Issue 2: Loan Transfer ED, the holder of both of Mr***’s Parent PLUS loans currently contracts with multiple servicing companies to service their loansNone of the servicers have the ability to choose the borrowers they serviceCorrespondingly, the servicer chosen by ED does not have the ability to request the transfer of a borrower’s loan(s) to another ED servicer I hope the information provided brings clarity to Mr***’s concernsIf he has any additional questions or concerns, he may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
Revdex.com:
With reluctance I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.The company has removed me from the Public Service Loan Forgiveness plan that I was in, and I don't think there is anything Revdex.com can do about that I will be contacting my legislators about the fairness of that action As a school teacher, it is ridiculous that I would not qualify for that program which I have been in for the past years.The Great Lakes company has finally made my payments reasonable and I attribute that action to Revdex.com Thank you.The Great Lakes company has finally sent me something in writing as to my balance, although I still have not seen a payment schedule.
Regards,
*** ***
March 27,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 in regard to the credit reporting done
by Great Lakes on his previously serviced student loan accounts
I’m
pleased to advise that Mr***’s request for an adjustment to the data we
reported has been approved and we are removing the December and January
delinquencies we reportedThese positive adjustments will be reflected in
our March reporting to the following Credit Reporting Agencies (CRAs):
Experian, Equifax, TransUnion and Innovis
Hopefully
the CRAs will promptly display these changes to Mr***’s credit files,
but it is important to be aware of the fact that each individual agency
determines when the adjusted data will display on their credit files
I
hope the information provided alleviates Mr***’s concernIf he has any
questions or concerns he may contact our Borrower Services Department at ###-###-####,
***, or the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services Inc
January 15,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
*** *** ***
*** *** ***
***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** regarding the loans
included in her consolidation, and the information she was provided throughout
the consolidation processWe appreciate the opportunity to address her concerns
and would also like to thank Ms*** for bringing this to our attention
We
have reviewed Ms***’s account records after her assertion indicating
that she was given incorrect information about the loans that would be included
within her consolidationRegrettably, throughout communications with Great
Lakes, we were able to identify two instances in which she was given inaccurate
informationIn both instances, she was told that all her federal loans, including
her ***s loan, would be consolidated
As
Ms*** referenced, in order to have a defaulted federal student loan
consolidated, it is necessary for a borrower to apply for an Income Based
Repayment (IBR) planAt the time her loans were consolidated, we did not have
a completed IBR plan application on fileThis resulted in her defaulted
***s Loan being excluded from the consolidation
Ms
*** also pointed out that the misinformation given to her by Great Lakes
resulted in an overdraft fee being assessed since she was not anticipating an
attempt by her ***s Loan servicer to withdraw her monthly paymentThis is
understandable based on the information she was previously given, since her
***s Loan should have been paid in-full through her consolidation, which was
now was completeFor this reason, we request that Ms*** please provide
us with documentation showing proof of the sustained overdraft feeOnce
received, we would be happy to review for a potential refund
Ms
*** may return the requested information via the email address provided
below, fax it to ###-###-####, or mail the documentation to:
*** ***
** *** ***
*** ** ***
If
Ms*** returns the information via fax or mail, we request that her
Great Lakes ID (***) be included on all forms ensuring they are directed
to the correct account.
Our
records indicate that Ms*** submitted a consolidation arequest to
include the ***s Loan initially excluded from her consolidationWe are able
to confirm that this request is currently in processThis week, a new summary
statement will be sent for her to review, which provides her days to rescind
the loan arequestAfter days, if all information is accurate and she
does not rescind the arequest, the loan will progress to fundingIt
takes approximately to days for the funding process to completeIf Ms
*** would like to bypass the day rescind period and initiate the
funding process early, she may request this by contacting our Borrower Services
Department
We
genuinely apologize for the frustration Ms*** experienced throughout
this process and hope she finds the information provided helpfulPlease know
that we are here to assist her with the repayment of her student loans any way
that we canIf she has additional questions or concerns, she may contact our
Borrower Services Department by phone at ###-###-####, or by email at ***
Sincerely,
*** ***
*** * *** ***
*** *** *** *** *** ***
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr
***:
Thank
you for contacting us on behalf of Ms*** ** *** 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 *** *** *** (***)Her concern as we
understand it is the need for assistance obtaining a hardship form to resolve
her default status
Although
Ms***’s loan(s) are in default, she is able to resolve the default status
by rehabilitating her account. A
borrower may rehabilitate a defaulted loan by making a pre-determined number of
consecutive, voluntary, on-time monthly payments. The rehabilitation payments must be
reasonable and affordable, but should be sufficient to satisfy the outstanding
balance on the loan within a year repayment period. The successful rehabilitation of Ms***’s
defaulted loan(s) will result in the following:
• Removal of her student loan(s) from
default status
• Removal of the default status from her
credit bureau report/delinquencies reported prior to default will not be
impacted
• Eligibility for new financial aid to
return to school
• Eligibility for all remaining periods
of deferment or forbearance
Our
office collaborated with Great Lakes Collection Support, in order to provide a
possible solution to assist Ms***. Based
on the voluntary payments made in the past year, we are pleased to send the Ms
*** the Financial Disclosure for Reasonable and Affordable Rehabilitation
Payments Form (RAP). Once we receive
this documentation and have it reviewed, we will look for the possibility to
retroactively place the account into rehabilitation
In
case Ms*** is interested in loan rehabilitation, we have attached the RAP
Form which she can complete and return to our office. The fax number is ###-###-####, or the
documents can be emailed to ***.
Upon
receipt of the required information, Great Lakes will begin the evaluation of Ms
***’s Rehabilitation
We
sincerely apologize for the frustration Ms.
*** has experienced with the default process and we hope this
information will be helpful to her. If
you require future assistance from our office, you can reach us between 8:am
and 4:pm Monday through Friday at ###-###-####, or by email at
***.
Sincerely,
*** ***
*** *** *** ***
February 10,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes
ID: ***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the opportunity
to address her concern regarding the remaining balance on her consolidation
loan
Great
Lakes’ records confirm, as Ms*** referenced, that we service her federal
consolidation loanMs***’ loan is governed by the Federal Family Education
Loan Program (FFELP)This is important because Great Lakes is contractually
obligated to abide by all federal guidelines set forth by the U.SDepartment
of Education, including those governing the FFELPDetailed within the federal
guidelines, in conjunction with Ms***’ concern, are interest accrual and
payment allocation
Ms
***’ loan is a simple interest loan, meaning interest accrues daily based on
her interest rate and principal balanceThe calculation used to determine the
amount of interest that accrues per day is:
Unpaid Principal
Balance x Interest Rate x Number of Days at that Balance
Divided by
or (Days in a
Year)
Since
Ms*** has a simple interest loan, it is important to understand that the
portion of each payment applied to accrued interest correlates to the number of
days between paymentsFor example, there were days between her December 22,
payment and her January 22, paymentBased on the above calculation, she
accrued $in interest, which also correlates with the amount of her
January 22, payment applied to interest
Upon
review of Ms***’ account, it appears that all payments have applied in
accordance with federal guidelinesWe have attached Ms***’ payment and
status histories to show the direct association with her account being in a
suspended status and periods of time when payments were not made, along with
the dates interest capitalized
I
hope that Ms*** finds the information provided helpfulIf she has any
additional questions or concerns, she may contact our Borrower Services
Department by phone at ###-###-####, through email at ***, or by
mailing:
Great Lakes
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services Inc
November 6,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 regarding his
eligibility for the Public Service Loan Forgiveness (PSLF) program
We have addressed Mr***’s concerns with him by mail on October
10, 2014.
I would like to apologize to Mr*** for the frustration he
has experienced regarding his payments and his eligibility for the PSLF program
If he has any further questions he may contact our Borrower Services Department
by phone at ###-###-#### or by email at ***
Sincerely,
*** ***
*** *** *** ***
Great Lakes Educational Loan Services, Inc
February 3,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes
ID: ***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the
opportunity to address her concern about the federal student loan we currently
service for the U.SDepartment of Education (ED)Ms***’s concern, as we
understand it, is that she believes the aforementioned student loan, which was
disbursed to *** *** April 26, 2013, is incorrect because she did not
take any student loans while she was in college
We
regret the unfortunate circumstances Ms*** has encountered during this
situation and hope we can provide some insight regarding the financial aid
process and Great Lakes role as a federal student loan servicerThe financial
aid process begins by completing ED’s Free Application for Federal Student Aid
(FAFSA)Once the FAFSA is complete, the school then determines if a borrower
is eligible for financial aid
If
eligible, the school provides the borrower a summary listing what types and amounts
of aid they are eligible forIn order for a borrower to obtain a federal
student loan, they must sign a Master Promissory Note (MPN)ED’s records
confirm that Ms*** completed her MPN on March 19,
However,
since Ms*** has asserted that her loan was fraudulently disbursed, she was
asked to provide information substantiating her claimAs of February 2, 2015,
we have not received the required documents from her to initiate an
investigationThe attached letter explains all necessary documents Ms***
must provide
Currently,
as long as we remain Ms***’s student loan servicer, we are responsible for
providing information on her loans and helping her meet her loan obligations
once they are disbursedUnfortunately, we are not involved in the process of
determining student loan eligibility, the amounts of any disbursements, or how
the disbursements are allocated by a school once they are disbursedIf the
loan is valid, Ms*** will need to work with the financial aid office or the
bursar's office at *** *** to determine how disbursements were applied,
and if she was entitled to any refunds
We
hope the information provided is useful to Ms***If she has any questions
or concerns she may contact our Borrower Services Department at ###-###-####, ***, or the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services Inc
October 23,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr
***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the
opportunity to address her concerns in regard to obtaining a payment schedule
Our
records confirm Ms***’s request for the Income-Based Repayment (IBR) Plan
was processed as of October 6, 2014, with a monthly payment amount of $0. Ms***’s current IBR Plan is scheduled
for renewal effective November 24,
A
Payment Schedule & Disclosures (PSD) statement was emailed to the email
address provided for Ms***’s account on October 20, At any time,
Ms*** may access her payment schedule on our website, mygreatlakes.org
If
Ms*** has made payments to *** *** ***, the company noted in her
letter, she should contact them directly in regard to these paymentsGreat
Lakes is not affiliated with *** *** *** in any way
I hope the
information provided is helpful to Ms***If she has any questions or
concerns she may contact our Borrower Services Department at ###-###-####, ***, or the address below:
Great Lakes
** *** ***
*** ** ***
Sincerely,
*** ***
*** *** *** ***
*** *** *** *** *** ***
April 3,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the
opportunity to address her concern in regard to her claim that she made a
payment in February that was not applied to her account prior to it
transferring from Great Lakes
After
receiving Ms***’s complaint, we reviewed our records to confirm if all
payments made to Great Lakes were either applied to her accounts, or forwarded
to her new servicerIn addition, to confirm the date her loans transferred
from Great Lakes
Ms
***’s account activity records indicate that her loans did transfer from
Great Lakes on February 16, 2015, and that all of the payments she has made
have applied accordinglyTo explain, on January 10, 2015, Ms*** scheduled
a total payment of $for January 30, This payment was applied
throughout her accounts as she intendedShe then scheduled her next $payment
on February 8, 2015, with a scheduled processing date of February 26,
This appears to be the payment she is concerned was not applied to her
accounts
Because
Ms***’s loan transferred from Great Lakes on February 16, 2015, the
payment scheduled for February 26, never processedEven if a payment is
scheduled for a future date prior to a loan transferring, Great Lakes would not
process a payment if a loan is no longer servicedTo confirm this, and for Ms
***’s review, we have attached a copy of the letter Great Lakes sent to her
on March 30, 2015, which details the complete payment histories for all of the student loan accounts we previously
serviced for her
I
hope Ms*** finds the information provided helpfulIf she has any
questions or concerns she may contact our Borrower Services Department at ###-###-####, ***, or the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services, Inc
Thank you for contacting us on
behalf of Ms*** ***, and for providing us the opportunity to assist
her
We are happy to confirm that a Title IV eligibility letter
was faxed to Ms***'s school yesterday, which should allow her to enroll
for classesShould Ms*** have
any additional questions, or require additional
information, she is encouraged to call our Collections Department at
###-###-####Sincerely,*** *** ***
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
I can no longer afford the wage garnishments and need them to end immediatelyIf they do not, My health, well being, job and future possibility of having a job will be in jeopardyThe anguish and stress of the situation is causing me to have serious health issuesI am also having trouble making enough money to buy groceries, and pay for my car, gas and insuranceTo make matters worse I can't afford to go to the doctorEvery time I call the Great Lakes office to get a response, I am ignored and people deny that *** or Ruth are availableThis situation is causing me emotional and psychological distress
Regards,
*** ***
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.]Nothing has been addressed regarding the unethical approach Great Lakes has regarding distribution of informationWhen I asked why I was not notified by Great Lakes that the voluntary payments have not been deducted from my account after making a verbal agreement that I was interested in enroling in the rehabilitation program their response was "it is your responsibility to know if these payments are being made"Nonetheless, after making the verbal agreement their was no notification via email or post stating the rehab program either started or did not startI was not notified that something was wrongIf they pride themselves and are truly trying to help why wouldn't they notify me that something was wrongI am an anesthesiologist in training and pride myself on closed loop communication to let surgeons know something is completed or not; companies send confirmation letters or letters for deficiencies all the time yet Great Lakes neglected thisMoreover, when asked why they cannot use email to notify me they dated email is an unacceptable platform vs postThis is another blatant lie as other companies (*** *** for example) use email all the timeMy wife's loan company also uses email because it is her preference. I am frustrated at the lack of communication on their part and willingness to help resolve my financial situationIt is my responsibility to repay the loan company, which I plan on doing, but in my current financial position, low salary in relation to the amount of training and expense that goes into it, not to mention the long hours devoted to the hospital and providing healthcare to the general public, I ask for some cooperation from institutions supporting my trainingBy prolonging the wage garnishment this impacts my ability to pay my rent, utilities, support my family, and live day to day. Regards,*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
December 30,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 about his assertion that Great Lakes should
be paying his bills.
Mr
***’ is currently set up on Auto Pay, our automated bill pay systemOur
records indicate that his $monthly payment has been withdrawn on the 7th
of every month since August 7, His next payment is scheduled to pull on
January 7,
Unfortunately,
since Great Lakes does not have access to Mr***’ school information and
what his school may be billing him for, we encourage him to contact his school directly
to inquire about what exactly they are billing him for
We
hope the information provided is helpfulIf Mr*** has any questions or concerns,
he may contact our Borrower Services Department at ###-###-####, ***, or the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services Inc
November 14,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 additional concerns in regard to his eligibility for
the Public Service Loan Forgiveness (PSLF) program
As explained in our previous
correspondence with Mr***, we are required to comply with the regulations
that govern the Federal Family Education Loan Program (FFELP)Interest rates,
deferment eligibility, loan forgiveness and discharge, and repayment options
are outlined in the federal regulations
The PSLF program is a loan
discharge option that the Direct Loan Program (DLP) offers for DLP loans, but
not FFELP loansEligibility for that program requires consolidating FFELP
loans into DLP loansPayments made prior to that consolidation are not
eligible to be considered toward the qualifying payments required for PSLF
Our records confirm there was a
conversation about the PSLF program with Mr*** on June 25, 2013, but there
is insufficient evidence to suggest that he was assured of his eligibility for
the programInstead, a packet specifying all the requirements that needed to
be met in order to qualify for PSLF was sent to him
Given that he was provided with
that information, we have denied Mr***’s request for compensation
Mr*** may contact our
Borrower Services Department at ###-###-####, or by email at *** if he has additional questions or concerns
Sincerely,
*** ***
***
*** *** ***
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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
by Great Lakes Higher Education Guaranty Corporation (Great Lakes)His concern
as we understand it is regarding the validity of the default status of his
Stafford Loan
By
way of some background, on December 9, 2013, Great Lakes, as the guarantor,
paid a default claim to the servicer of the loan, Student Loan Marketing
Association (*** ***). This was the
result of their not receiving payment(s) or a completed request for deferment
or forbearance to prevent Mr***’s loan from defaulting. Based on the terms of his signed Promissory
Note, when his student loan defaulted, the balance became due and payable in
full. At that time the loan was
referred to Great Lakes Default Collections for servicing
Before
the loan defaulted *** *** had referred Mr***’s account to Great Lakes
Repayment Solutions for collection assistance.
The Great Lakes Repayment Solutions Area discussed options to resolve
the delinquency with Mr*** on October 16, 2013. An Unemployment Deferment Form was sent to
Mr*** on that date. Unfortunately, the
completed request for deferment was not received to avert the default.
Although
Mr***’s loan(s) are in default, he is able to 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
Mr
*** may find out more on the rehabilitation process by contacting his
account representative at ###-###-####
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
November 24,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the
opportunity to address her concerns in regard to her payments
We
have updated Ms***’s account as requested in her conversation with us on
November 18, 2014, and we have generated a new payment schedule for her
account. Her first payment of $will
be due on January 4, This payment schedule will be sent to her in the
next few daysShe may also view it at our website, www.mygreatlakes.org
If
Ms*** has any additional questions or concerns she may contact our
Borrower Services Department at ###-###-####, ***, or
the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** *** ***
Great
Lakes Educational Loan Services Inc
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 loan rehabilitation program We sincerely apologize to Mr [redacted] for the frustration he experienced during communications with Great LakesGreat Lakes’ takes pride in providing quality customer service and we appreciate the opportunity to provide any necessary feedback and training Mr [redacted] was contacted yesterday, and it appears his concern was addressed If his question was not completely answered to his satisfaction and he requires future assistance from our office, he can reach us between 7:am and 4:pm Monday through Friday at ###-###-####, or by email at [redacted] We again apologize for the frustration Mr [redacted] experienced yesterday and are hopeful Great Lakes will be able to meet his future customer service expectations Sincerely, Great Lakes Ombudsman Office
December 18, [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 additional concerns in regard to her credit reporting On May 23, 2013, Ms [redacted] applied for forbearance to her accounts electronically through our website, www.mygreatlakes.org, requesting that payments resume in August On June 18, we emailed Ms [redacted] a notification that her forbearance would be ending July 17, Subsequently, on July 22, 2013, we emailed Payment Schedule and Disclosure statements (PSDs) for each of her accountsThe PSDs advised that her monthly payments would begin September 2, We also emailed monthly payment reminders beginning August 20, When no payments were received, we emailed delinquency notifications beginning September 10, Additionally, we mailed delinquency compliance letters to Ms [redacted] beginning September 13, The PSDs and letters that were mailed to Ms [redacted] are attached for your review As advised previously, we are unable to grant her request to remove the adverse credit reporting on her accounts If Ms [redacted] has any additional questions or concerns she may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: Great Lakes [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services, Inc
March 26, [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 concernsHis concerns, as we understand them, are as follows: He would like the payment of $withdrawn via Auto Pay on January 28, refunded immediately He would like the two Parent PLUS loans we service transferred to a different servicer Issue 1: Refund Request I apologize for the frustration Mr [redacted] has experienced as a result of this payment issueRegrettably, the refund request he made on January 30, was rejected because it would have put his account into a past due statusWe apologize to Mr [redacted] for not providing earlier notification that his refund request was not approved and have forwarded this issue to the appropriate parties for coaching purposes, as he should have been updated upon denial We are happy to advise that our records confirm that Mr***’s refund request was approved and sent to the U.STreasury on March 19, In an effort to remedy Mr***’s concern, we did reach out to his lender, the U.SDepartment of Education (ED), and requested them to expedite his refundIt is important for him to know that his financial institution has its own procedures determining how quickly the refund will post to his account When a refund is requested for an ED held loan, the U.STreasury must process the refund requestAll electronic payments made toward ED held loans are processed through a clearinghouse (pay.gov) on behalf of the U.STreasuryTypically, when the U.STreasury receives a request to refund a payment(s), it takes approximately four to six weeks to process and return the requested refund amountThe length of time is due to the processing requirements of the U.S TreasuryTo avoid this delay, we usually recommend that borrowers work directly with their financial institution to reverse the payment, which is generally the fastest way to solve such issues such as Mr***’s Mr ***’s payment of $885.68, for lender number 798581, was automatically withdrawn on January 28, because he was enrolled in our automated bill-pay service, Auto PayThe payment was withdrawn in accordance with the payment schedule that was generated December 7, 2014, which indicated Mr***’s monthly payment of $ would commence in January It appears Mr [redacted] was not intending to make this payment because he sent certified enrollment verification for the student on the account, [redacted] ***, December 19, in an attempt to defer his payments The certified enrollment verification received from Mr [redacted] on December 19, 2014, indicated that [redacted] ’s qualifying enrollment would begin on January 26, However, on January 20, 2015, we received updated enrollment verification from [redacted] ’s school, which was certified as of January 6, 2015, stating that he was no longer attending as at least a half-time student as of May 17, Since this enrollment verification was certified by [redacted] ’s school more recently than the information we received on December 19, 2014, it prevented us from applying the student enrollment deferment to Mr***’s account On February 5, 2015, we received the most recent enrollment verification certified by [redacted] ’s schoolThis information allowed us to place an in-school deferment on Mr***’s account for the period of January 26, through December 19, However, since the information was received after Mr***’s January payment, and since Mr [redacted] had not cancelled Auto Pay, his January payment of $was withdrawn It is important for Mr [redacted] to understand that the deferment will remain on file unless he or [redacted] ’s school updates us with new enrollment verification It’s also important for Mr [redacted] to understand that we are required, by federal guidelines, to process enrollment verifications with the most recent update the school certifies Issue 2: Loan Transfer ED, the holder of both of Mr***’s Parent PLUS loans currently contracts with multiple servicing companies to service their loansNone of the servicers have the ability to choose the borrowers they serviceCorrespondingly, the servicer chosen by ED does not have the ability to request the transfer of a borrower’s loan(s) to another ED servicer I hope the information provided brings clarity to Mr***’s concernsIf he has any additional questions or concerns, he may contact our Borrower Services Department at ###-###-####, [redacted] , or the address below: [redacted] Sincerely, [redacted] Great Lakes Educational Loan Services Inc
Revdex.com:
With reluctance I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.The company has removed me from the Public Service Loan Forgiveness plan that I was in, and I don't think there is anything Revdex.com can do about that I will be contacting my legislators about the fairness of that action As a school teacher, it is ridiculous that I would not qualify for that program which I have been in for the past years.The Great Lakes company has finally made my payments reasonable and I attribute that action to Revdex.com Thank you.The Great Lakes company has finally sent me something in writing as to my balance, although I still have not seen a payment schedule.
Regards,
*** ***
March 27,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 in regard to the credit reporting done
by Great Lakes on his previously serviced student loan accounts
I’m
pleased to advise that Mr***’s request for an adjustment to the data we
reported has been approved and we are removing the December and January
delinquencies we reportedThese positive adjustments will be reflected in
our March reporting to the following Credit Reporting Agencies (CRAs):
Experian, Equifax, TransUnion and Innovis
Hopefully
the CRAs will promptly display these changes to Mr***’s credit files,
but it is important to be aware of the fact that each individual agency
determines when the adjusted data will display on their credit files
I
hope the information provided alleviates Mr***’s concernIf he has any
questions or concerns he may contact our Borrower Services Department at ###-###-####,
***, or the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services Inc
January 15,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
*** *** ***
*** *** ***
***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** regarding the loans
included in her consolidation, and the information she was provided throughout
the consolidation processWe appreciate the opportunity to address her concerns
and would also like to thank Ms*** for bringing this to our attention
We
have reviewed Ms***’s account records after her assertion indicating
that she was given incorrect information about the loans that would be included
within her consolidationRegrettably, throughout communications with Great
Lakes, we were able to identify two instances in which she was given inaccurate
informationIn both instances, she was told that all her federal loans, including
her ***s loan, would be consolidated
As
Ms*** referenced, in order to have a defaulted federal student loan
consolidated, it is necessary for a borrower to apply for an Income Based
Repayment (IBR) planAt the time her loans were consolidated, we did not have
a completed IBR plan application on fileThis resulted in her defaulted
***s Loan being excluded from the consolidation
Ms
*** also pointed out that the misinformation given to her by Great Lakes
resulted in an overdraft fee being assessed since she was not anticipating an
attempt by her ***s Loan servicer to withdraw her monthly paymentThis is
understandable based on the information she was previously given, since her
***s Loan should have been paid in-full through her consolidation, which was
now was completeFor this reason, we request that Ms*** please provide
us with documentation showing proof of the sustained overdraft feeOnce
received, we would be happy to review for a potential refund
Ms
*** may return the requested information via the email address provided
below, fax it to ###-###-####, or mail the documentation to:
*** ***
** *** ***
*** ** ***
If
Ms*** returns the information via fax or mail, we request that her
Great Lakes ID (***) be included on all forms ensuring they are directed
to the correct account.
Our
records indicate that Ms*** submitted a consolidation arequest to
include the ***s Loan initially excluded from her consolidationWe are able
to confirm that this request is currently in processThis week, a new summary
statement will be sent for her to review, which provides her days to rescind
the loan arequestAfter days, if all information is accurate and she
does not rescind the arequest, the loan will progress to fundingIt
takes approximately to days for the funding process to completeIf Ms
*** would like to bypass the day rescind period and initiate the
funding process early, she may request this by contacting our Borrower Services
Department
We
genuinely apologize for the frustration Ms*** experienced throughout
this process and hope she finds the information provided helpfulPlease know
that we are here to assist her with the repayment of her student loans any way
that we canIf she has additional questions or concerns, she may contact our
Borrower Services Department by phone at ###-###-####, or by email at ***
Sincerely,
*** ***
*** * *** ***
*** *** *** *** *** ***
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr
***:
Thank
you for contacting us on behalf of Ms*** ** *** 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 *** *** *** (***)Her concern as we
understand it is the need for assistance obtaining a hardship form to resolve
her default status
Although
Ms***’s loan(s) are in default, she is able to resolve the default status
by rehabilitating her account. A
borrower may rehabilitate a defaulted loan by making a pre-determined number of
consecutive, voluntary, on-time monthly payments. The rehabilitation payments must be
reasonable and affordable, but should be sufficient to satisfy the outstanding
balance on the loan within a year repayment period. The successful rehabilitation of Ms***’s
defaulted loan(s) will result in the following:
• Removal of her student loan(s) from
default status
• Removal of the default status from her
credit bureau report/delinquencies reported prior to default will not be
impacted
• Eligibility for new financial aid to
return to school
• Eligibility for all remaining periods
of deferment or forbearance
Our
office collaborated with Great Lakes Collection Support, in order to provide a
possible solution to assist Ms***. Based
on the voluntary payments made in the past year, we are pleased to send the Ms
*** the Financial Disclosure for Reasonable and Affordable Rehabilitation
Payments Form (RAP). Once we receive
this documentation and have it reviewed, we will look for the possibility to
retroactively place the account into rehabilitation
In
case Ms*** is interested in loan rehabilitation, we have attached the RAP
Form which she can complete and return to our office. The fax number is ###-###-####, or the
documents can be emailed to ***.
Upon
receipt of the required information, Great Lakes will begin the evaluation of Ms
***’s Rehabilitation
We
sincerely apologize for the frustration Ms.
*** has experienced with the default process and we hope this
information will be helpful to her. If
you require future assistance from our office, you can reach us between 8:am
and 4:pm Monday through Friday at ###-###-####, or by email at
***.
Sincerely,
*** ***
*** *** *** ***
February 10,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes
ID: ***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the opportunity
to address her concern regarding the remaining balance on her consolidation
loan
Great
Lakes’ records confirm, as Ms*** referenced, that we service her federal
consolidation loanMs***’ loan is governed by the Federal Family Education
Loan Program (FFELP)This is important because Great Lakes is contractually
obligated to abide by all federal guidelines set forth by the U.SDepartment
of Education, including those governing the FFELPDetailed within the federal
guidelines, in conjunction with Ms***’ concern, are interest accrual and
payment allocation
Ms
***’ loan is a simple interest loan, meaning interest accrues daily based on
her interest rate and principal balanceThe calculation used to determine the
amount of interest that accrues per day is:
Unpaid Principal
Balance x Interest Rate x Number of Days at that Balance
Divided by
or (Days in a
Year)
Since
Ms*** has a simple interest loan, it is important to understand that the
portion of each payment applied to accrued interest correlates to the number of
days between paymentsFor example, there were days between her December 22,
payment and her January 22, paymentBased on the above calculation, she
accrued $in interest, which also correlates with the amount of her
January 22, payment applied to interest
Upon
review of Ms***’ account, it appears that all payments have applied in
accordance with federal guidelinesWe have attached Ms***’ payment and
status histories to show the direct association with her account being in a
suspended status and periods of time when payments were not made, along with
the dates interest capitalized
I
hope that Ms*** finds the information provided helpfulIf she has any
additional questions or concerns, she may contact our Borrower Services
Department by phone at ###-###-####, through email at ***, or by
mailing:
Great Lakes
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services Inc
November 6,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 regarding his
eligibility for the Public Service Loan Forgiveness (PSLF) program
We have addressed Mr***’s concerns with him by mail on October
10, 2014.
I would like to apologize to Mr*** for the frustration he
has experienced regarding his payments and his eligibility for the PSLF program
If he has any further questions he may contact our Borrower Services Department
by phone at ###-###-#### or by email at ***
Sincerely,
*** ***
*** *** *** ***
Great Lakes Educational Loan Services, Inc
February 3,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes
ID: ***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the
opportunity to address her concern about the federal student loan we currently
service for the U.SDepartment of Education (ED)Ms***’s concern, as we
understand it, is that she believes the aforementioned student loan, which was
disbursed to *** *** April 26, 2013, is incorrect because she did not
take any student loans while she was in college
We
regret the unfortunate circumstances Ms*** has encountered during this
situation and hope we can provide some insight regarding the financial aid
process and Great Lakes role as a federal student loan servicerThe financial
aid process begins by completing ED’s Free Application for Federal Student Aid
(FAFSA)Once the FAFSA is complete, the school then determines if a borrower
is eligible for financial aid
If
eligible, the school provides the borrower a summary listing what types and amounts
of aid they are eligible forIn order for a borrower to obtain a federal
student loan, they must sign a Master Promissory Note (MPN)ED’s records
confirm that Ms*** completed her MPN on March 19,
However,
since Ms*** has asserted that her loan was fraudulently disbursed, she was
asked to provide information substantiating her claimAs of February 2, 2015,
we have not received the required documents from her to initiate an
investigationThe attached letter explains all necessary documents Ms***
must provide
Currently,
as long as we remain Ms***’s student loan servicer, we are responsible for
providing information on her loans and helping her meet her loan obligations
once they are disbursedUnfortunately, we are not involved in the process of
determining student loan eligibility, the amounts of any disbursements, or how
the disbursements are allocated by a school once they are disbursedIf the
loan is valid, Ms*** will need to work with the financial aid office or the
bursar's office at *** *** to determine how disbursements were applied,
and if she was entitled to any refunds
We
hope the information provided is useful to Ms***If she has any questions
or concerns she may contact our Borrower Services Department at ###-###-####, ***, or the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services Inc
October 23,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr
***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the
opportunity to address her concerns in regard to obtaining a payment schedule
Our
records confirm Ms***’s request for the Income-Based Repayment (IBR) Plan
was processed as of October 6, 2014, with a monthly payment amount of $0. Ms***’s current IBR Plan is scheduled
for renewal effective November 24,
A
Payment Schedule & Disclosures (PSD) statement was emailed to the email
address provided for Ms***’s account on October 20, At any time,
Ms*** may access her payment schedule on our website, mygreatlakes.org
If
Ms*** has made payments to *** *** ***, the company noted in her
letter, she should contact them directly in regard to these paymentsGreat
Lakes is not affiliated with *** *** *** in any way
I hope the
information provided is helpful to Ms***If she has any questions or
concerns she may contact our Borrower Services Department at ###-###-####, ***, or the address below:
Great Lakes
** *** ***
*** ** ***
Sincerely,
*** ***
*** *** *** ***
*** *** *** *** *** ***
April 3,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the
opportunity to address her concern in regard to her claim that she made a
payment in February that was not applied to her account prior to it
transferring from Great Lakes
After
receiving Ms***’s complaint, we reviewed our records to confirm if all
payments made to Great Lakes were either applied to her accounts, or forwarded
to her new servicerIn addition, to confirm the date her loans transferred
from Great Lakes
Ms
***’s account activity records indicate that her loans did transfer from
Great Lakes on February 16, 2015, and that all of the payments she has made
have applied accordinglyTo explain, on January 10, 2015, Ms*** scheduled
a total payment of $for January 30, This payment was applied
throughout her accounts as she intendedShe then scheduled her next $payment
on February 8, 2015, with a scheduled processing date of February 26,
This appears to be the payment she is concerned was not applied to her
accounts
Because
Ms***’s loan transferred from Great Lakes on February 16, 2015, the
payment scheduled for February 26, never processedEven if a payment is
scheduled for a future date prior to a loan transferring, Great Lakes would not
process a payment if a loan is no longer servicedTo confirm this, and for Ms
***’s review, we have attached a copy of the letter Great Lakes sent to her
on March 30, 2015, which details the complete payment histories for all of the student loan accounts we previously
serviced for her
I
hope Ms*** finds the information provided helpfulIf she has any
questions or concerns she may contact our Borrower Services Department at ###-###-####, ***, or the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services, Inc
Thank you for contacting us on
behalf of Ms*** ***, and for providing us the opportunity to assist
her
We are happy to confirm that a Title IV eligibility letter
was faxed to Ms***'s school yesterday, which should allow her to enroll
for classesShould Ms*** have
any additional questions, or require additional
information, she is encouraged to call our Collections Department at
###-###-####Sincerely,*** *** ***
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
I can no longer afford the wage garnishments and need them to end immediatelyIf they do not, My health, well being, job and future possibility of having a job will be in jeopardyThe anguish and stress of the situation is causing me to have serious health issuesI am also having trouble making enough money to buy groceries, and pay for my car, gas and insuranceTo make matters worse I can't afford to go to the doctorEvery time I call the Great Lakes office to get a response, I am ignored and people deny that *** or Ruth are availableThis situation is causing me emotional and psychological distress
Regards,
*** ***
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.]Nothing has been addressed regarding the unethical approach Great Lakes has regarding distribution of informationWhen I asked why I was not notified by Great Lakes that the voluntary payments have not been deducted from my account after making a verbal agreement that I was interested in enroling in the rehabilitation program their response was "it is your responsibility to know if these payments are being made"Nonetheless, after making the verbal agreement their was no notification via email or post stating the rehab program either started or did not startI was not notified that something was wrongIf they pride themselves and are truly trying to help why wouldn't they notify me that something was wrongI am an anesthesiologist in training and pride myself on closed loop communication to let surgeons know something is completed or not; companies send confirmation letters or letters for deficiencies all the time yet Great Lakes neglected thisMoreover, when asked why they cannot use email to notify me they dated email is an unacceptable platform vs postThis is another blatant lie as other companies (*** *** for example) use email all the timeMy wife's loan company also uses email because it is her preference. I am frustrated at the lack of communication on their part and willingness to help resolve my financial situationIt is my responsibility to repay the loan company, which I plan on doing, but in my current financial position, low salary in relation to the amount of training and expense that goes into it, not to mention the long hours devoted to the hospital and providing healthcare to the general public, I ask for some cooperation from institutions supporting my trainingBy prolonging the wage garnishment this impacts my ability to pay my rent, utilities, support my family, and live day to day. Regards,*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
December 30,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 about his assertion that Great Lakes should
be paying his bills.
Mr
***’ is currently set up on Auto Pay, our automated bill pay systemOur
records indicate that his $monthly payment has been withdrawn on the 7th
of every month since August 7, His next payment is scheduled to pull on
January 7,
Unfortunately,
since Great Lakes does not have access to Mr***’ school information and
what his school may be billing him for, we encourage him to contact his school directly
to inquire about what exactly they are billing him for
We
hope the information provided is helpfulIf Mr*** has any questions or concerns,
he may contact our Borrower Services Department at ###-###-####, ***, or the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
Great
Lakes Educational Loan Services Inc
November 14,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 additional concerns in regard to his eligibility for
the Public Service Loan Forgiveness (PSLF) program
As explained in our previous
correspondence with Mr***, we are required to comply with the regulations
that govern the Federal Family Education Loan Program (FFELP)Interest rates,
deferment eligibility, loan forgiveness and discharge, and repayment options
are outlined in the federal regulations
The PSLF program is a loan
discharge option that the Direct Loan Program (DLP) offers for DLP loans, but
not FFELP loansEligibility for that program requires consolidating FFELP
loans into DLP loansPayments made prior to that consolidation are not
eligible to be considered toward the qualifying payments required for PSLF
Our records confirm there was a
conversation about the PSLF program with Mr*** on June 25, 2013, but there
is insufficient evidence to suggest that he was assured of his eligibility for
the programInstead, a packet specifying all the requirements that needed to
be met in order to qualify for PSLF was sent to him
Given that he was provided with
that information, we have denied Mr***’s request for compensation
Mr*** may contact our
Borrower Services Department at ###-###-####, or by email at *** if he has additional questions or concerns
Sincerely,
*** ***
***
*** *** ***
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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
by Great Lakes Higher Education Guaranty Corporation (Great Lakes)His concern
as we understand it is regarding the validity of the default status of his
Stafford Loan
By
way of some background, on December 9, 2013, Great Lakes, as the guarantor,
paid a default claim to the servicer of the loan, Student Loan Marketing
Association (*** ***). This was the
result of their not receiving payment(s) or a completed request for deferment
or forbearance to prevent Mr***’s loan from defaulting. Based on the terms of his signed Promissory
Note, when his student loan defaulted, the balance became due and payable in
full. At that time the loan was
referred to Great Lakes Default Collections for servicing
Before
the loan defaulted *** *** had referred Mr***’s account to Great Lakes
Repayment Solutions for collection assistance.
The Great Lakes Repayment Solutions Area discussed options to resolve
the delinquency with Mr*** on October 16, 2013. An Unemployment Deferment Form was sent to
Mr*** on that date. Unfortunately, the
completed request for deferment was not received to avert the default.
Although
Mr***’s loan(s) are in default, he is able to 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
Mr
*** may find out more on the rehabilitation process by contacting his
account representative at ###-###-####
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
November 24,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
Complaint ID: ***
Great Lakes ID: ***
Dear
Mr***:
Thank
you for contacting us on behalf of Ms*** *** and for providing us the
opportunity to address her concerns in regard to her payments
We
have updated Ms***’s account as requested in her conversation with us on
November 18, 2014, and we have generated a new payment schedule for her
account. Her first payment of $will
be due on January 4, This payment schedule will be sent to her in the
next few daysShe may also view it at our website, www.mygreatlakes.org
If
Ms*** has any additional questions or concerns she may contact our
Borrower Services Department at ###-###-####, ***, or
the address below:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** *** ***
Great
Lakes Educational Loan Services Inc