March 16,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 the application of her February
23, payment
Our
records confirm that we service four Private student loan accounts for Ms
***When a payment is submitted for processing, the appropriate payment
reference number is required in order for us to apply the payment as intended
On February 23, 2015, when Ms*** made her payment through her financial
institutions bill-pay service, her payment reference number was
***All four of her accounts were combined into one payment
reference number, enabling her to send one payment per monthThe payment
reference number used for the payment in question was ***, which
caused the payment to be misapplied
Ms
*** contacted us on March 5, to transfer the misapplied payment to the
correct accounts and for each account to have its own payment reference number
To date, both of her requests have been completedTo prevent future payments
from being misapplied, Ms*** should use the payment reference numbers listed
in the table below:
Lender Number
Payment Amount
Due Date
PmtRefNumber
***
$
22nd
***
***
$
22nd
***
***
$
22nd
***
***
$
22nd
***
It
is important for Ms*** to be aware that if there are any changes made to her
accounts that requires the generation of a new payment schedule, the last two digits
of her payment reference numbers are subject to changeAs such, we recommend
that Ms*** verify her new payment references numbers under the “Account
Details” link in her mygreatlakes.org account and update them accordingly with her
financial institution when and if she were to receive a new payment scheduleShe
may also verify this information with our Borrower Services Department at the
phone number or email address provided below
I
regret the frustration Ms*** experienced and hope she finds the information
provided helpfulIf she has any questions or concerns she may contact our
Borrower Services Department by phoning ###-###-####, emailing ***,
or by mailing:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
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 ***, and find that this resolution is satisfactory to me. However, it took me going to the Revdex.com for the second time to get this resolvedIt was going in an infinite loop
Regards,
*** ***
Hello Revdex.com of Wisconsin,
My bank, which is independent from Great Lakes, has waived the overdraft fees based on the unauthorized payment claim I made against the Great Lakes chargeThe response from Great Lakes does not address my concerns or desired repercussionsTheir representatives misled me on the phone by indicating that they could cancel the unauthorized payment once it had been processed by my bank (which is untrue according to the supervisor), did not elevate my call to a supervisor the first time, did not inform me that they would attempt to process the unauthorized payment twice despite my request to have it cancelled after the first time, and the supervisor suggested that they did indeed email me about the payment on 12/10- when, in fact, the email I received on that date was entirely unrelated to the $28,charge they hailed against my accounts twiceThis payment amount was never intended, selected, authorized, verified, confirmed, or presented to me at ANY point during or after the transactionI received no notification that it had taken place until my bank account was debited the $28,on December 11th, nor was I notified when I called to cancel the payment that it would be debited yet a second time on the 16thI have been left penniless for over a hours for the second time and the complete and egregious lack of any precautions regarding the financial liability for almost thirty-thousand dollars is unethical and irresponsibleMy request was to have my money transferred to a loan provider that has the proper degree of responsibility, respect, and security for their customers- so as not to charge recent college graduates tens of thousands of dollars without so much as a wordThis outcome, at no cost to me in lieu of the danger and immense inconvenience of having my accounts emptied (the second time, while travelling for work out of state), is the only result that will satisfy my complaintPlease see the attached emailI am also happy to pass along the bank statement$28,was charged to my account on December 11th and 16th,
Regards,
*** ***
December 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 concern in regard to the payment made December 10,
We are truly sorry for the experience and frustration caused by it
Great
Lakes is currently working with Ms*** to address her concernWe have
requested that she provide documentation detailing the overdraft fee incurred
by the second attempt to withdraw paymentOnce proof of the overdraft fee is
received, we will review and submit a request to have the overdraft fee
refunded
Ms
*** may return the requested documentation to the email address provided
below, fax it to ###-###-####, or mail it to:
Great Lakes
** *** ***
*** ** ***
To
ensure that all documentation sent is directed to the correct account; we
request that Ms***’s Great Lakes ID (***) be included on all
correspondence
I
hope that the information provided is helpfulPlease know that we are here to
assist Ms*** with the repayment of her student loan in any way that we
canIf she has any questions or concerns regarding her loan account, she may
contact our Borrower Services Department at ###-###-####, or by email at ***
Sincerely,
*** ***
*** *** *** ***
Great
Lakes Educational Loan Services Inc
December 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 concerns in regard to credit reporting
We
have addressed Ms***’s concerns with her directly by email on November
19, November 25, and December 4, As advised, we have carefully reviewed
the credit reporting on her accounts, and we are unable to grant her request to
remove the reported delinquenciesI regret the frustration this has caused
herWe have attached our responses to Ms*** for your reference
If Ms*** has additional
questions or concerns, she may contact our Borrower Services Department at
###-###-####, or by email at ***
Sincerely,
***
***
*** ***
Great
Lakes Educational Loan Services, Inc
October 13,
*** ***
*** *** *** ***
Revdex.com of Wisconsin
*** * *** *** ***
*** ** ***
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 in regard to Great Lakes’ past credit
reporting
Our
records confirm Mr***’s concerns regarding Great Lakes’ past credit
reporting were resolved during his recent conversation with one of Great Lakes’
supervisors, BillHowever, in addition to reviewing Great Lakes’ past credit
reporting, we reviewed Mr***’s account to determine if it would be
possible to reinstate Mr***’s lost up-front interest rebate
When
Mr***’s loan under lender number *** was first disbursed under the
Direct Loan Program (DLP), his school received an up-front interest rebate of
1.5% of the amount borrowed minus any refundsIn order to keep this up-front
interest rebate, Mr***’s first payments would have needed to be
received on timeA payment is considered “on time” for this rebate if it is received
within six days of the payment due date
As
a result of the Auto Pay issues that Mr*** referenced, his December
and January payments fell outside the allowed grace period and the rebated
funds were added to his principal balanceI am pleased to advise that we were
able to reinstate this rebateMr*** should be receiving a notification
confirming this reinstatement shortly
I hope the
information provided is helpful to Mr***If he has any questions or concerns
he may contact our Borrower Services Department at (800) 236-4300, [email protected], or the address below:
Great Lakes
** *** ***
*** ** ***
Sincerely,
*** ***
*** *** *** ***
Great
Lakes Educational Loan Services Inc
November 18,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 regarding
how her payments have been applied
A review of Ms***’s account revealed that we were
applying her payments solely to her Graduate PLUS loan because the bill pay
service she was using to make her payments used an account number that included
her lender numberSince the lender number used matched both her Stafford loans
and Graduate PLUS loans, payments were applied only to the Graduate PLUS
account.
Based on Ms***’s request, we have now re-applied her
October 20, payment, and her Stafford loans are now up to dateA $
delinquency does remain on her Graduate PLUS loansSince there is a $
minimum payment for online payments, Ms*** may wish to make a $
November payment for her Graduate PLUS loans, as well as the regular payment of
$for her Stafford loans.
As Ms*** notes, she has started making payments
through Great Lakes’ website, www.mygreatlakes.org,
which allows her to make payments toward the particular account that she
wishes
Payments are applied as of the date receivedSimilarly, in
the case of payment transfers, the payment is applied to the new account as of
the date it was originally receivedAny needed adjustments to accrued interest
are done as part of the payment transfer processMs*** may review her
payment history for the past twelve months at the website, which will allow her
to see how her payments have been applied.
She may do this by clicking on “Account Details” and then on “View
Payment History” for each account
I regret the difficulties Ms*** has experienced in trying
to keep her accounts up to date and apologize for the frustration she
experienced. If she has any further
questions, or would like to request a complete payment history, she may contact
our Borrower Services Department by phone at ###-###-#### or by email at ***
Sincerely,
*** ***
*** *** *** ***
Great Lakes Educational Loan Services, Inc
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 have forwarded the payment information on to the new service provider and am awaiting a response from them regarding the matter
Regards,
*** ***
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 was guaranteed
by Great Lakes Higher Education Guaranty Corporation (Great Lakes)Her concern
as we understand it is regarding the United States Treasury Offset that
occurred shortly after her loan had been paid in full
We
are happy to confirm that the Great Lakes Accounting Department will be processing
a refund of $for Ms*** this week.
Her Tax Offset Refund will be mailed to her by the end of the week
We
sincerely apologize for the frustration Ms*** has experienced 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,
*** ***
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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Refund has been provided.
Regards,
Great Lakes ID: [redacted]
Complaint 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] ([redacted]). Her concern, as we understand it, is her
desire to have the Income Based Repayment Plan (IBR) applied to her loan
account.
We
are happy to confirm that on December 16, 2014 Great Lakes verified with [redacted] the
loan servicer that Ms. [redacted]’s IBR was received, processed and approved. Additionally, [redacted] sent a confirmation letter to
Ms. [redacted] on December 17, 2014. .
We
sincerely apologize for the frustration Ms. [redacted] has experienced with the
entire IBR application process and we hope this information will be helpful to
her. If you require future assistance
from our office, you can reach us between 7:00 am and 4:30 pm Monday through
Friday at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
[redacted]
Great
Lakes Ombudsman Office
Thank
you for contacting us on behalf of Ms. [redacted] and for providing us the
opportunity to address her concern about the federal Parent PLUS student loan
we currently service for the U.S. Department of Education (ED). Ms. [redacted]’ concern,
as we understand it, involves the validity of this Parent PLUS student loan, as
she asserts that it was fraudulently obtained.
We
regret the unfortunate circumstances Ms. [redacted] has encountered and would like
her to know that Great Lakes takes allegations of fraud very seriously and will
assist in any way possible to help her rectify her situation.
As
previously referenced, our records indicate that we service a Parent PLUS
student loan account in Ms. [redacted]’ name. Parent PLUS loans are intended to
cover the educational expenses for a dependent undergraduate student. In order
for a federal Parent PLUS student loan to be disbursed, a parent borrower must
sign a Master Promissory Note (MPN).
ED’s
records confirm that the MPN was completed electronically on September 11,
2014. The student for whom this Parent PLUS loan was disbursed is listed as [redacted]. To date, there have been two separate disbursements of this loan to [redacted], the first in the amount of $7,078 was
disbursed on September 18, 2014, and the second in the amount of $7,077 was
disbursed on January 28, 2015.
On
February 16, 2015, we received correspondence from Ms. [redacted] indicating that this
Parent PLUS loan was fraudulently obtained. Any time Great Lakes receives this
type of notification, we send a fraud packet to the consumer. The fraud packet
requests that the consumer provide specific information to validate their
identity and to help Great Lakes substantiate their fraud assertion. The
requested information is necessary in order for us to initiate an
investigation. We mailed Ms. [redacted] this fraud packet on February 18, 2015 and
for her convenience have also attached a copy to this reply.
This
packet explains what documents the consumer must provide to move the
investigation forward. Perhaps the most critical document for Ms. [redacted] to
return is a copy of an official report of the identity theft or fraud from a
law enforcement agency of appropriate jurisdiction. This may be a copy of a police
report, signed by an officer in which Ms. [redacted] reports her identity was
fraudulently used to procure this loan, the response page from a complaint
filed with the Federal Trade Commission, or other official acknowledgement from
another law enforcement agency.
We
hope Ms. [redacted] finds the information provided useful. If she has any questions
or concerns about this process, she may contact our Fraud & Identity Theft
Department at ###-###-#### or via fax or mail using the contact information below:
Fax:
###-###-####
Mail:
Great Lakes
Fraud and Identity
Theft Department
[redacted]
Sincerely,
[redacted]
Great
Lakes Educational Loan Services Inc.
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 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,
2015. 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 Claim. In 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 1040 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 8:00 am
and 4:30 pm Monday through Friday at ###-###-####, or by email at
[redacted].
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us
the opportunity to address his concern which states his loan should have been
included in his consolidation with [redacted].
When
a loan consolidation application is completed, the current servicer has to
complete a Lender Verification Certificate (LVC) that is sent by the
consolidating servicer. This is necessary to confirm the loan(s) on the
application can be consolidated and to verify information about the loan(s) so
that the consolidation is completed accurately.
On
March 25, 2014, Great Lakes sent a completed LVC to [redacted]. The LVC indicated
the loans could be consolidated even though they were in default, which would
normally prevent them from being added to a consolidation, because the borrower
made a satisfactory repayment arrangement. The LVC also provided the balances
for the loans to be consolidated to ensure the correct consolidation payoff amounts
were sent.
Unfortunately,
Great Lakes is unable to provide information as to why Mr. [redacted]’s loans
were not originally consolidated. However, in an effort to assist, we did reach
out to [redacted] upon receipt of this complaint. We provided them a new LVC on
February 18, 2015 which should result in them sending a payoff payment shortly.
Mr. [redacted] may check with [redacted] to confirm when this payoff payment will
be sent to Great Lakes.
I
hope that Mr. [redacted] finds the information provided helpful. If he has any
additional questions or concerns, he may contact our Borrower Services
Department by phone at ###-###-####, through email at [redacted], or by
mailing:
[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 issue. as well thank you to greatlakes for listening and reading. I do appologize for the hassel of the issue. after 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 issue. I was assured even after calling back with more information that there was nothing that could be done. I did request to talk to someone higher and was still assured that nothing would still happen. after that I went to the Revdex.com. shortly after I sent the complaint, I saw I had an email from greatlakes actually claiming to resolve my issue. Hi [redacted], Thank you for your recent email and thank you for your service to our country. We understand that you are requesting delinquencies reported on your account in the past be removed. Based on your military service that you have made us aware of, we are able to make an adjustment to the delinquencies reported 7/13-11/13 and 11/14, which are covered by the dates of your back-dated deferment. We are in the process of instructing the following Credit Reporting Agencies (CRAs) to remove this information from your payment history: Experian, Equifax, TransUnion and Innovis. Hopefully the CRAs will promptly display these changes to your credit files. Each individual agency determines when the adjusted data will display on your credit files. Please note that this isn't a guarantee that a correctly reported delinquency will be removed in the future. Please continue to make your payments as scheduled each month, or proactively seek options from us anytime you are in need of repayment assistance. This could prevent future negative credit reporting on your account. We hope this information is helpful. Please let us know if you have additional questions. Sincerely, [redacted] Borrower Services DepartmentGreat Lakes Educational Loan Services, Inc.[redacted]Monday – Friday 7:00 a.m. – 9:00 p.m. Central time As stated they were working on resolving the information to the credit agencies. I look forward to seeing the change my report. I will save the email, incase needed for anything unresolved that might happen. but greatlakes with this email and reponse to Revdex.com, they will help people. just had to talk to the correct person I think which im seeing was the only issue. thank you again Revdex.com, and thank you again greatlakes, I appreciate this. hope 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,
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us the
opportunity to address his concern regarding Great Lakes past credit reporting.
On January 9, 2015, we addressed Mr. [redacted]’s
concern. After receiving his email, we were able to update the data reported to
the Credit Bureaus based on the information he provided.
We hope that Mr. [redacted]’s concern is
alleviated. Please know that Great Lakes is here to assist him with the repayment
of his loan in any way that we can. If he has any additional questions or
concerns, he may contact our Borrower Services Department at ###-###-####, or [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 normal monthly
payments.
I
have addressed Ms. [redacted]’s concerns with her directly during a January 21,
2015 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.
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 regarding the processing of her
Income-Based Repayment (IBR) Plan application.
In
order to process an IBR application, based on a borrower’s current income
rather than a federal tax return, we need clear and complete income
verification. I apologize that this was not adequately explained to Ms.
[redacted] during the application process.
I am happy to confirm that we have now processed Ms. [redacted]’s IBR application.
Based upon the IBR application and income documentation received December 2nd,
2014, her monthly payments will be a total of $198.82 beginning January 14,
2015.
We
have emailed new Payment Schedules and Disclosure statements to Ms. [redacted]. She
may also view her payment information through her online account at www.mygreatlakes.org.
On behalf of Great Lakes, I
would like to thank Ms. [redacted] for taking the time to share her concern with
us. Ms. [redacted] should feel free to contact our Borrower Services Department
at ###-###-#### with any additional questions or concerns she may have about
the repayment of her loan account.
Sincerely,
[redacted]
[redacted]
Great
Lakes Educational Loan Services, Inc.
I have reviewed the response made by the business in reference to
complaint ID [redacted],
and find that this resolution is subjectively satisfactory to me. It should be
noted their complete resolve to blame me for their ignorance. The outdated
reference numbers where made outdated during transit of this last payment. Even
so, this does not negate the fact that they knowingly accepted and cashed
checks that were inaccurate. Thus, distributing the funds as they saw fit,
without notifying me. I 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 them. I would never
ever allow automatic withdrawal or anything like that. Have to keep it simple,
broken down to EACH account. Lumping 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]
[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 Recovery. Her 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, 2014 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, 2014 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, 2014 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 7:00 am and 4:30 pm Monday through
Friday at ###-###-####, or by email at [redacted].
March 16,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 the application of her February
23, payment
Our
records confirm that we service four Private student loan accounts for Ms
***When a payment is submitted for processing, the appropriate payment
reference number is required in order for us to apply the payment as intended
On February 23, 2015, when Ms*** made her payment through her financial
institutions bill-pay service, her payment reference number was
***All four of her accounts were combined into one payment
reference number, enabling her to send one payment per monthThe payment
reference number used for the payment in question was ***, which
caused the payment to be misapplied
Ms
*** contacted us on March 5, to transfer the misapplied payment to the
correct accounts and for each account to have its own payment reference number
To date, both of her requests have been completedTo prevent future payments
from being misapplied, Ms*** should use the payment reference numbers listed
in the table below:
Lender Number
Payment Amount
Due Date
PmtRefNumber
***
$
22nd
***
***
$
22nd
***
***
$
22nd
***
***
$
22nd
***
It
is important for Ms*** to be aware that if there are any changes made to her
accounts that requires the generation of a new payment schedule, the last two digits
of her payment reference numbers are subject to changeAs such, we recommend
that Ms*** verify her new payment references numbers under the “Account
Details” link in her mygreatlakes.org account and update them accordingly with her
financial institution when and if she were to receive a new payment scheduleShe
may also verify this information with our Borrower Services Department at the
phone number or email address provided below
I
regret the frustration Ms*** experienced and hope she finds the information
provided helpfulIf she has any questions or concerns she may contact our
Borrower Services Department by phoning ###-###-####, emailing ***,
or by mailing:
*** ***
** *** ***
*** ** ***
Sincerely,
*** ***
*** * *** ***
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 ***, and find that this resolution is satisfactory to me. However, it took me going to the Revdex.com for the second time to get this resolvedIt was going in an infinite loop
Regards,
*** ***
Hello Revdex.com of Wisconsin,
My bank, which is independent from Great Lakes, has waived the overdraft fees based on the unauthorized payment claim I made against the Great Lakes chargeThe response from Great Lakes does not address my concerns or desired repercussionsTheir representatives misled me on the phone by indicating that they could cancel the unauthorized payment once it had been processed by my bank (which is untrue according to the supervisor), did not elevate my call to a supervisor the first time, did not inform me that they would attempt to process the unauthorized payment twice despite my request to have it cancelled after the first time, and the supervisor suggested that they did indeed email me about the payment on 12/10- when, in fact, the email I received on that date was entirely unrelated to the $28,charge they hailed against my accounts twiceThis payment amount was never intended, selected, authorized, verified, confirmed, or presented to me at ANY point during or after the transactionI received no notification that it had taken place until my bank account was debited the $28,on December 11th, nor was I notified when I called to cancel the payment that it would be debited yet a second time on the 16thI have been left penniless for over a hours for the second time and the complete and egregious lack of any precautions regarding the financial liability for almost thirty-thousand dollars is unethical and irresponsibleMy request was to have my money transferred to a loan provider that has the proper degree of responsibility, respect, and security for their customers- so as not to charge recent college graduates tens of thousands of dollars without so much as a wordThis outcome, at no cost to me in lieu of the danger and immense inconvenience of having my accounts emptied (the second time, while travelling for work out of state), is the only result that will satisfy my complaintPlease see the attached emailI am also happy to pass along the bank statement$28,was charged to my account on December 11th and 16th,
Regards,
*** ***
December 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 concern in regard to the payment made December 10,
We are truly sorry for the experience and frustration caused by it
Great
Lakes is currently working with Ms*** to address her concernWe have
requested that she provide documentation detailing the overdraft fee incurred
by the second attempt to withdraw paymentOnce proof of the overdraft fee is
received, we will review and submit a request to have the overdraft fee
refunded
Ms
*** may return the requested documentation to the email address provided
below, fax it to ###-###-####, or mail it to:
Great Lakes
** *** ***
*** ** ***
To
ensure that all documentation sent is directed to the correct account; we
request that Ms***’s Great Lakes ID (***) be included on all
correspondence
I
hope that the information provided is helpfulPlease know that we are here to
assist Ms*** with the repayment of her student loan in any way that we
canIf she has any questions or concerns regarding her loan account, she may
contact our Borrower Services Department at ###-###-####, or by email at ***
Sincerely,
*** ***
*** *** *** ***
Great
Lakes Educational Loan Services Inc
December 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 concerns in regard to credit reporting
We
have addressed Ms***’s concerns with her directly by email on November
19, November 25, and December 4, As advised, we have carefully reviewed
the credit reporting on her accounts, and we are unable to grant her request to
remove the reported delinquenciesI regret the frustration this has caused
herWe have attached our responses to Ms*** for your reference
If Ms*** has additional
questions or concerns, she may contact our Borrower Services Department at
###-###-####, or by email at ***
Sincerely,
***
***
*** ***
Great
Lakes Educational Loan Services, Inc
October 13,
*** ***
*** *** *** ***
Revdex.com of Wisconsin
*** * *** *** ***
*** ** ***
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 in regard to Great Lakes’ past credit
reporting
Our
records confirm Mr***’s concerns regarding Great Lakes’ past credit
reporting were resolved during his recent conversation with one of Great Lakes’
supervisors, BillHowever, in addition to reviewing Great Lakes’ past credit
reporting, we reviewed Mr***’s account to determine if it would be
possible to reinstate Mr***’s lost up-front interest rebate
When
Mr***’s loan under lender number *** was first disbursed under the
Direct Loan Program (DLP), his school received an up-front interest rebate of
1.5% of the amount borrowed minus any refundsIn order to keep this up-front
interest rebate, Mr***’s first payments would have needed to be
received on timeA payment is considered “on time” for this rebate if it is received
within six days of the payment due date
As
a result of the Auto Pay issues that Mr*** referenced, his December
and January payments fell outside the allowed grace period and the rebated
funds were added to his principal balanceI am pleased to advise that we were
able to reinstate this rebateMr*** should be receiving a notification
confirming this reinstatement shortly
I hope the
information provided is helpful to Mr***If he has any questions or concerns
he may contact our Borrower Services Department at (800) 236-4300,
[email protected], or the address below:
Great Lakes
** *** ***
*** ** ***
Sincerely,
*** ***
*** *** *** ***
Great
Lakes Educational Loan Services Inc
November 18,
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 regarding
how her payments have been applied
A review of Ms***’s account revealed that we were
applying her payments solely to her Graduate PLUS loan because the bill pay
service she was using to make her payments used an account number that included
her lender numberSince the lender number used matched both her Stafford loans
and Graduate PLUS loans, payments were applied only to the Graduate PLUS
account.
Based on Ms***’s request, we have now re-applied her
October 20, payment, and her Stafford loans are now up to dateA $
delinquency does remain on her Graduate PLUS loansSince there is a $
minimum payment for online payments, Ms*** may wish to make a $
November payment for her Graduate PLUS loans, as well as the regular payment of
$for her Stafford loans.
As Ms*** notes, she has started making payments
through Great Lakes’ website, www.mygreatlakes.org,
which allows her to make payments toward the particular account that she
wishes
Payments are applied as of the date receivedSimilarly, in
the case of payment transfers, the payment is applied to the new account as of
the date it was originally receivedAny needed adjustments to accrued interest
are done as part of the payment transfer processMs*** may review her
payment history for the past twelve months at the website, which will allow her
to see how her payments have been applied.
She may do this by clicking on “Account Details” and then on “View
Payment History” for each account
I regret the difficulties Ms*** has experienced in trying
to keep her accounts up to date and apologize for the frustration she
experienced. If she has any further
questions, or would like to request a complete payment history, she may contact
our Borrower Services Department by phone at ###-###-#### or by email at ***
Sincerely,
*** ***
*** *** *** ***
Great Lakes Educational Loan Services, Inc
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 have forwarded the payment information on to the new service provider and am awaiting a response from them regarding the matter
Regards,
*** ***
*** ***
*** *** *** ***
*** *** *** ** ***
*** * *** *** ***
*** ** ***
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 was guaranteed
by Great Lakes Higher Education Guaranty Corporation (Great Lakes)Her concern
as we understand it is regarding the United States Treasury Offset that
occurred shortly after her loan had been paid in full
We
are happy to confirm that the Great Lakes Accounting Department will be processing
a refund of $for Ms*** this week.
Her Tax Offset Refund will be mailed to her by the end of the week
We
sincerely apologize for the frustration Ms*** has experienced 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,
*** ***
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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Refund has been provided.
Regards,
[redacted]
December 23, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
...
Great Lakes ID: [redacted]
Complaint 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] ([redacted]). Her concern, as we understand it, is her
desire to have the Income Based Repayment Plan (IBR) applied to her loan
account.
We
are happy to confirm that on December 16, 2014 Great Lakes verified with [redacted] the
loan servicer that Ms. [redacted]’s IBR was received, processed and approved. Additionally, [redacted] sent a confirmation letter to
Ms. [redacted] on December 17, 2014. .
We
sincerely apologize for the frustration Ms. [redacted] has experienced with the
entire IBR application process and we hope this information will be helpful to
her. If you require future assistance
from our office, you can reach us between 7:00 am and 4:30 pm Monday through
Friday at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
[redacted]
Great
Lakes Ombudsman Office
February 19, 2015
[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 about the federal Parent PLUS student loan
we currently service for the U.S. Department of Education (ED). Ms. [redacted]’ concern,
as we understand it, involves the validity of this Parent PLUS student loan, as
she asserts that it was fraudulently obtained.
We
regret the unfortunate circumstances Ms. [redacted] has encountered and would like
her to know that Great Lakes takes allegations of fraud very seriously and will
assist in any way possible to help her rectify her situation.
As
previously referenced, our records indicate that we service a Parent PLUS
student loan account in Ms. [redacted]’ name. Parent PLUS loans are intended to
cover the educational expenses for a dependent undergraduate student. In order
for a federal Parent PLUS student loan to be disbursed, a parent borrower must
sign a Master Promissory Note (MPN).
ED’s
records confirm that the MPN was completed electronically on September 11,
2014. The student for whom this Parent PLUS loan was disbursed is listed as [redacted]. To date, there have been two separate disbursements of this loan to [redacted], the first in the amount of $7,078 was
disbursed on September 18, 2014, and the second in the amount of $7,077 was
disbursed on January 28, 2015.
On
February 16, 2015, we received correspondence from Ms. [redacted] indicating that this
Parent PLUS loan was fraudulently obtained. Any time Great Lakes receives this
type of notification, we send a fraud packet to the consumer. The fraud packet
requests that the consumer provide specific information to validate their
identity and to help Great Lakes substantiate their fraud assertion. The
requested information is necessary in order for us to initiate an
investigation. We mailed Ms. [redacted] this fraud packet on February 18, 2015 and
for her convenience have also attached a copy to this reply.
This
packet explains what documents the consumer must provide to move the
investigation forward. Perhaps the most critical document for Ms. [redacted] to
return is a copy of an official report of the identity theft or fraud from a
law enforcement agency of appropriate jurisdiction. This may be a copy of a police
report, signed by an officer in which Ms. [redacted] reports her identity was
fraudulently used to procure this loan, the response page from a complaint
filed with the Federal Trade Commission, or other official acknowledgement from
another law enforcement agency.
We
hope Ms. [redacted] finds the information provided useful. If she has any questions
or concerns about this process, she may contact our Fraud & Identity Theft
Department at ###-###-#### or via fax or mail using the contact information below:
Fax:
###-###-####
Mail:
Great Lakes
Fraud and Identity
Theft Department
[redacted]
Sincerely,
[redacted]
Great
Lakes Educational Loan Services Inc.
[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 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,
2015. 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 Claim. In 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 1040 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 8:00 am
and 4:30 pm Monday through Friday at ###-###-####, or by email at
[redacted].
Sincerely,
[redacted]
Great
Lakes Ombudsman Office
February 19, 2015
[redacted]
Complaint ID: [redacted]
Great Lakes...
ID: [redacted]
Dear
Mr. [redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us
the opportunity to address his concern which states his loan should have been
included in his consolidation with [redacted].
When
a loan consolidation application is completed, the current servicer has to
complete a Lender Verification Certificate (LVC) that is sent by the
consolidating servicer. This is necessary to confirm the loan(s) on the
application can be consolidated and to verify information about the loan(s) so
that the consolidation is completed accurately.
On
March 25, 2014, Great Lakes sent a completed LVC to [redacted]. The LVC indicated
the loans could be consolidated even though they were in default, which would
normally prevent them from being added to a consolidation, because the borrower
made a satisfactory repayment arrangement. The LVC also provided the balances
for the loans to be consolidated to ensure the correct consolidation payoff amounts
were sent.
Unfortunately,
Great Lakes is unable to provide information as to why Mr. [redacted]’s loans
were not originally consolidated. However, in an effort to assist, we did reach
out to [redacted] upon receipt of this complaint. We provided them a new LVC on
February 18, 2015 which should result in them sending a payoff payment shortly.
Mr. [redacted] may check with [redacted] to confirm when this payoff payment will
be sent to Great Lakes.
I
hope that Mr. [redacted] finds the information provided helpful. If he has any
additional questions or concerns, he may contact our Borrower Services
Department by phone at ###-###-####, through email at [redacted], or by
mailing:
Great Lakes
[redacted]
Sincerely,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com: Thank you very much Revdex.com for helping me out with the issue. as well thank you to greatlakes for listening and reading. I do appologize for the hassel of the issue. after 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 issue. I was assured even after calling back with more information that there was nothing that could be done. I did request to talk to someone higher and was still assured that nothing would still happen. after that I went to the Revdex.com. shortly after I sent the complaint, I saw I had an email from greatlakes actually claiming to resolve my issue. Hi [redacted], Thank you for your recent email and thank you for your service to our country. We understand that you are requesting delinquencies reported on your account in the past be removed. Based on your military service that you have made us aware of, we are able to make an adjustment to the delinquencies reported 7/13-11/13 and 11/14, which are covered by the dates of your back-dated deferment. We are in the process of instructing the following Credit Reporting Agencies (CRAs) to remove this information from your payment history: Experian, Equifax, TransUnion and Innovis. Hopefully the CRAs will promptly display these changes to your credit files. Each individual agency determines when the adjusted data will display on your credit files. Please note that this isn't a guarantee that a correctly reported delinquency will be removed in the future. Please continue to make your payments as scheduled each month, or proactively seek options from us anytime you are in need of repayment assistance. This could prevent future negative credit reporting on your account. We hope this information is helpful. Please let us know if you have additional questions. Sincerely, [redacted] Borrower Services DepartmentGreat Lakes Educational Loan Services, Inc.[redacted]Monday – Friday 7:00 a.m. – 9:00 p.m. Central time As stated they were working on resolving the information to the credit agencies. I look forward to seeing the change my report. I will save the email, incase needed for anything unresolved that might happen. but greatlakes with this email and reponse to Revdex.com, they will help people. just had to talk to the correct person I think which im seeing was the only issue. thank you again Revdex.com, and thank you again greatlakes, I appreciate this. hope 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]
January 13, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[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 past credit reporting.
On January 9, 2015, we addressed Mr. [redacted]’s
concern. After receiving his email, we were able to update the data reported to
the Credit Bureaus based on the information he provided.
We hope that Mr. [redacted]’s concern is
alleviated. Please know that Great Lakes is here to assist him with the repayment
of his loan in any way that we can. If he has any additional questions or
concerns, he may contact our Borrower Services Department at ###-###-####, or [redacted]
Sincerely,
[redacted]
[redacted]
[redacted]
January 23, 2015
[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 normal monthly
payments.
I
have addressed Ms. [redacted]’s concerns with her directly during a January 21,
2015 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.
December 10, 2014
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[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 regarding the processing of her
Income-Based Repayment (IBR) Plan application.
In
order to process an IBR application, based on a borrower’s current income
rather than a federal tax return, we need clear and complete income
verification. I apologize that this was not adequately explained to Ms.
[redacted] during the application process.
I am happy to confirm that we have now processed Ms. [redacted]’s IBR application.
Based upon the IBR application and income documentation received December 2nd,
2014, her monthly payments will be a total of $198.82 beginning January 14,
2015.
We
have emailed new Payment Schedules and Disclosure statements to Ms. [redacted]. She
may also view her payment information through her online account at www.mygreatlakes.org.
On behalf of Great Lakes, I
would like to thank Ms. [redacted] for taking the time to share her concern with
us. Ms. [redacted] should feel free to contact our Borrower Services Department
at ###-###-#### with any additional questions or concerns she may have about
the repayment of her loan account.
Sincerely,
[redacted]
[redacted]
Great
Lakes Educational Loan Services, Inc.
I have reviewed the response made by the business in reference to
complaint ID [redacted],
and find that this resolution is subjectively satisfactory to me. It should be
noted their complete resolve to blame me for their ignorance. The outdated
reference numbers where made outdated during transit of this last payment. Even
so, this does not negate the fact that they knowingly accepted and cashed
checks that were inaccurate. Thus, distributing the funds as they saw fit,
without notifying me. I 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 them. I would never
ever allow automatic withdrawal or anything like that. Have to keep it simple,
broken down to EACH account. Lumping 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]
[redacted]
October 28, 2014
[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 Recovery. Her 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, 2014 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, 2014 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, 2014 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 7:00 am and 4:30 pm Monday through
Friday at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
Great
Lakes Ombudsman Office