Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr....
[redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us the
opportunity to address his concerns regarding his recent Auto Pay payment.
On
November 27, 2014, an Auto Pay payment was withdrawn from Mr. [redacted]’s bank
account number ending in [redacted], which he had used to make automatic payments
since April 27, 2014. On November 29, 2014, Mr. [redacted] updated his bank account
for Auto Pay payments to a bank account number ending in [redacted].
A
review of our records reflects no update made on October 25, 2014 to Mr. [redacted]’s
Auto Pay account information. I regret that the withdrawal was made from an account
Mr. [redacted] had not intended; however, if Mr. [redacted] can provide proof that a change
was made on October 25, 2014, we would be happy to further review his concern.
He may send the information via email to the email address provided below, by
fax to ###-###-####, or by mail to:
Great Lakes Borrower
Services
[redacted]
Unfortunately,
at the present time, since our records do not indicate any change was made
until November 29, 2014, we are unable to refund his overdraft fees.
If Mr. [redacted] has additional
questions or concerns, he may contact our Borrower Services Department at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
Great
Lakes Educational Loan Services, Inc.
Complaint ID: [redacted]
Great Lakes ID: [redacted] ...
Dear
Mr. [redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us the
opportunity to address his concerns. His concerns, as we understand them, are
as follows:
He would like the payment of
$885.68 withdrawn via Auto Pay on January 28, 2015 refunded immediately.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 issue. Regrettably, the refund request he made on January 30, 2015 was
rejected because it would have put his account into a past due status. We
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. [redacted]’s refund request was
approved and sent to the U.S. Treasury on March 19, 2015. In an effort to
remedy Mr. [redacted]’s concern, we did reach out to his lender, the U.S. Department
of Education (ED), and requested them to expedite his refund. It 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.S. Treasury must process the
refund request. All electronic payments made toward ED held loans are processed
through a clearinghouse (pay.gov) on behalf of the U.S. Treasury. Typically, when
the U.S. Treasury receives a request to refund a payment(s), it takes
approximately four to six weeks to process and return the requested refund
amount. The length of time is due to the processing requirements of the U.S.
Treasury. To 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. [redacted]’s.
Mr.
[redacted]’s payment of $885.68, for lender number 798581, was automatically withdrawn
on January 28, 2015 because he was enrolled in our automated bill-pay service,
Auto Pay. The payment was withdrawn in accordance with the payment schedule that
was generated December 7, 2014, which indicated Mr. [redacted]’s monthly payment of $885.68
would commence in January 2015. 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, 2014 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, 2015. 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, 2014.
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. [redacted]’s account.
On
February 5, 2015, we received the most recent enrollment verification certified
by [redacted]’s school. This information allowed us to place an in-school
deferment on Mr. [redacted]’s account for the period of January 26, 2015 through
December 19, 2016. However, since the information was received after Mr. [redacted]’s
January payment, and since Mr. [redacted] had not cancelled Auto Pay, his January
payment of $885.68 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. [redacted]’s Parent PLUS loans currently contracts with multiple
servicing companies to service their loans. None of the servicers have the
ability to choose the borrowers they service. Correspondingly, 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. [redacted]’s concerns. If 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.
Complaint ID: [redacted]
Great Lakes ID: [redacted] ...
Dear
Mr. [redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us the
opportunity to address his concern regarding the $50 payment that was
automatically withdrawn via Auto Pay.
Our
records confirm that [redacted] scheduled a payment for February 2, 2015 to satisfy
the remainder of his student loan. As with all payments, including [redacted]’s, it
takes approximately 2 business days for payments to process in full. As [redacted]’s payment was submitted on a Friday, it did not finish processing until the
following Monday, February 5, 2015. The reason the extra $50 payment was
processed is because [redacted] was enrolled in Auto Pay, our automated bill pay
service, and his monthly payments were due on the 4th of every month.
Because [redacted]’s payoff payment was still processing on the 4th his
account was still showing a balance, which resulted in his Auto Pay withdrawing
his $50 monthly payment February 4, 2015.
Electronic
payments for accounts with the U.S. Department of Education (ED) are processed
through a clearinghouse (pay.gov) on behalf of the U.S. Treasury. When the U.S.
Treasury receives a refund request for a payment that was made electronically,
it normally takes approximately 4 weeks for them to process and return the
payment to a borrower’s bank account electronically. However, on February 12,
2015, we requested that ED expedite the refund process for [redacted]’s $50 payment
and expect him to receive his refund within 7 to 10 days business days.
It
is important for [redacted] to note that once ED sends the refund to his financial
institution, they will have their own procedures for determining how quickly
the refund will post to his account. We recommend that [redacted] first check with his
financial institution if he does not see the refund posted to his account
within two weeks.
I
understand that the delay in the return of [redacted]’s funds can be frustrating
and hope he will accept our apology for the frustration this experience has
caused. If he has any questions or concerns he may contact our Borrower
Services Department at ###-###-####, [email protected], or the
address below:
Great Lakes
[redacted]
[redacted]
Sincerely,
[redacted]
[redacted]
Great
Lakes Educational Loan Services Inc.
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us
the opportunity to address his concern regarding Great Lakes not providing the
documentation he requested for the Economic Hardship Deferment.
After
reviewing Mr. [redacted]’s communications with us, we have identified and
attached the deferment documentation he requested. This documentation was also
emailed to him at [redacted] on January 2, 2015.
In
case Mr. [redacted] was unaware, we were unable to process his Economic Hardship
Deferment request we received in December because it did not include a
deferment start date. We mailed Mr. [redacted] a letter, on December 18, 2014,
advising him that his request for deferment was incomplete. The letter also included
an area for him to provide us with the required start date. We have included a
copy of the application and letter for reference.
Mr.
[redacted] can complete the deferment application process by completing and returning
the attached letter, or by contacting our Borrower Services Department by phone
at ###-###-####, by email at [redacted], or by mail to the
address below:
[redacted]
[redacted]
[redacted]
We
hope the information provided alleviates Mr. [redacted]’s concern, and look
forward to hearing from him soon.
Sincerely,
[redacted]
[redacted]
Great
Lakes Educational Loan Services Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did not receive these documents that were sent to my address, nor did I receive any emails from Great Lakes about my loans being behind. I am kindly asking that Great Lakes remove this information from my credit reports, as I am now and have been in deferment for the last 3 months on my two loans. Regards,
[redacted]
Thank you for contacting us on behalf of Ms. [redacted] regarding
her loan that is in Administrative Wage Garnishment (AWG) with Great Lakes
Higher Education Guaranty Corporation (Great Lakes). We welcome this opportunity to further
address her concerns regarding the AWG on her account
We confirmed with the Great Lakes Collections Support
Department that they have been able to assist with expediting the scheduling of
an AWG Hearing. The hearing will be conducted by Education Credit Management
Corporation (ECMC), which will be in contact with Ms. [redacted] to provide her the
specific information.
Great Lakes Collection Support feels Ms. [redacted] should
continue with the Loan Rehabilitation Plan she has enrolled in, in case the hearing
judge does not rule in her favor. If she
were to make the required additional $5 rehabilitation payments, one in
January, one in February and another one no sooner than February 28, 2014, the
AWG would not need to continue in March, regardless of the result of the AWG
Hearing.
We again thank you for contacting us and for giving us an
opportunity to be of assistance and are hopeful for a positive outcome. Additionally, we apologize for Ms. [redacted]’s frustration
with the whole default process. If additional information is required, please
by all means, contact us. You can reach our office between 7:00 am and 4:30 pm
Monday through Friday at ###-###-####, or by email at [redacted].
Thank you for contacting us on
behalf of Ms. [redacted], and for providing us the
opportunity to assist her.
We are still waiting to receive additional account information from Ms.
[redacted]'s prior loan holder and will provide a more detailed response
shortly.
We...
welcome the opportunity to work with Ms. [redacted] in
resolving her concern and believe resolution is possible if she were to contact
our office directly at ###-###-####. Our office
hours are Monday – Friday 7:00 a.m. to 3:30 p.m. central standard time. Ms. [redacted] may also email us at [redacted]
Sincerely,
[redacted]
[redacted]
Complaint ID: [redacted]
Great Lakes ID: [redacted] ...
Dear
Mr. [redacted]:
Thank
you for contacting us on behalf of Ms. [redacted]. We appreciate the opportunity
to address her concern regarding the application of her December 6, 2014
payment.
Upon
receipt of Ms. [redacted]’s concern we gathered copies of the checks sent by
her to our payment processing center. It appears that the payment coupons
enclosed with Ms. [redacted]’s payments contained outdated payment reference
numbers, which caused the payments to apply incorrectly. We regret the
frustration this has caused Ms. [redacted]. I am happy to share with Ms.
[redacted] that we have applied her payments as requested.
To
ensure future payments are applied as directed, we will now be sending Ms.
[redacted] a billing statement for each of her accounts. This will enable her
to enclose the detachable portion of each billing statement with the checks
designated for each specific account.
I
hope the information provided is helpful and alleviates Ms. [redacted]’s
concern. If she has any questions or concerns she may contact our Borrower
Services Department at ###-###-####, [email protected], or the
address below:
Great Lakes
[redacted]
[redacted]
Sincerely,
[redacted]
[redacted] [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 Mr. [redacted] and for providing us the
opportunity to address his concerns about his student loan that is guaranteed
by Great Lakes Higher Education Guaranty Corporation (Great Lakes) and serviced
by Affiliated
Computer Services Incorporated Education
Services ([redacted]). His concern as we
understand it is regarding the information that is reported to the Credit
Reporting Agencies.
While
we understand Mr. [redacted]’s frustration, in this case consumer credit reporting
does not fall under the purview Great Lakes. Credit Reporting is the sole responsibility of
the student loan servicer [redacted].
We
feel Mr. [redacted] should contact [redacted] to see if they would be willing to make an
exception with regard to their reporting of his student loan. They may be
contacted at:
[redacted]
Ph.
###-###-####
We
sincerely apologize for the frustration Mr. [redacted] has experienced and we hope
this information will be helpful to him.
If you require future assistance from our office, you can reach us
between 8:00 am and 4:30 pm Monday through Friday at ###-###-####, or by email
at [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Great lakes still have not responded to this email.Its like the process is unorganize because I sent in my form with DHS letter and then you all sent me a letter saying it has been approved and now you tell me its not because I did not request a date?
Regards,
[redacted]
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr. [redacted]:
Thank
you again for your follow up regarding Ms. [redacted].
In
regard to Ms. [redacted]’s concern, Great Lakes has provided her every piece of
information possible to help with resolving her concern. Unfortunately, since
Great Lakes is unable further assist, we encourage Ms. [redacted] to contact her
new servicer, FedLoan Servicing, directly, or submit a new inquiry with the Revdex.com
naming solely her new servicer, to help with resolving her concern. Hopefully,
by doing this, she will get the clarification or resolution she is seeking.
Ms.
[redacted] may contact [redacted] by phone at ###-###-####, by fax at ###-###-####, or by mail to:
[redacted]
[redacted]
[redacted]
If
Ms. [redacted] has any questions or concerns, she may contact our Borrower Services
Department at ###-###-####, [redacted], or the address below:
[redacted]
[redacted]
[redacted]
Sincerely,
[redacted]
[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 Mr. [redacted] and for providing us the
opportunity to address his additional concerns. I understand these concerns to
be:
He is unhappy with the processing
time of his refund.
He has received conflicting
information about his son’s enrollment.
He had to deactivate Auto Pay so
payments would not be withdrawn when he is not expecting.
Issue 1: Refund
Processing Time
I
again apologize for the frustration Mr. [redacted] experienced in requesting a refund
of his January 28, 2015 payment. As stated in our prior response, Great Lakes
is unable to expedite a refund for a U.S. Department of Education (ED) held
loan as payments and refunds are processed by the U.S. Treasury, not Great
Lakes. However, in an effort to assist, we reached out to ED on March 20, 2015 to
request that they expedite Mr. [redacted]’s refund. Although we are unable to confirm
that this request resulted in Mr. [redacted]’s refund being expedited, we are pleased
to advise that confirmation of Mr. [redacted]’s refund was received on March 26,
2015.
Issue 2: Enrollment
Processing
I
apologize if Mr. [redacted] has received conflicting information in regard to
[redacted]’s enrollment from Great Lakes and [redacted]’s school, Academy of
Art University. Below is a chart of the enrollment information that Great Lakes
has received since September 30, 2014 for [redacted].
Status
Effective
Date
Anticipated
Completion Date
Certification
Date
Method
Date
Received
Date
Processed
Full
Time
01/26/2015
12/19/2016
02/06/2015
School
Batch
03/03/2015
03/03/2015
Full
Time
01/26/2015
12/19/2015
02/04/2015
Deferment
Form
02/05/2015
02/09/2015
Withdrawn
05/17/2014
N/A
01/06/2015
School
Batch
01/20/2015
01/22/2015
Full
Time
01/26/2015
12/19/2015
12/19/2014
Deferment
Form
12/19/2014
12/23/2014
Withdrawn
05/17/2014
N/A
11/04/2014
School
Batch
11/19/2014
11/20/2014
Withdrawn
05/17/2014
N/A
09/10/2014
Clearinghouse
09/30/2014
10/02/2014
In
the above chart, the Effective Date represents the begin date of the status
provided, and the Certification Date represents the date that Academy of Art
University certified the information.
A
review of our records confirms that Great Lakes has updated the status of Mr.
[redacted]’s account according to the information that has been most recently
provided by [redacted]. If Mr. [redacted] has additional concerns in
regard to the information provided, he should contact [redacted].
Issue 3: Auto Pay
Mr.
[redacted] initially enrolled in Auto Pay via our website, mygreatlakes.org, on
August 17, 2013. When Mr. [redacted] enrolled in Auto Pay, he agreed to the Terms and
Conditions of Auto Pay. These Terms and Conditions state the following:
I hereby authorize
Great Lakes to initiate electronic funds transfers from the checking or savings
account designated on the previous page, for the purpose of making scheduled
monthly payments on all my serviced student loan accounts.
While
I understand Mr. [redacted] would prefer to only enroll in Auto Pay for select
accounts, we are unfortunately unable to honor his request. Our records confirm
that Mr. [redacted]’s Auto Pay was deactivated on March 19, 2015. As a result, the
0.25% interest rate reduction offered by ED for being enrolled in Auto Pay was
removed. Should Mr. [redacted] choose to again enroll in Auto Pay, the interest rate
reduction will be reapplied to his accounts while they are in Repayment.
If
Mr. [redacted] has any additional questions or concerns, he may contact our Borrower
Services Department at ###-###-####, [redacted], or the
address below:
[redacted]
[redacted]
[redacted]
Sincerely,
[redacted]
[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 Mr. [redacted] [redacted] and for providing us the
opportunity to further address his concerns about his defaulted student loan
guaranteed and serviced by Great Lakes Higher Education Guaranty Corporation
(Great Lakes). Mr. [redacted]’s concern as we understand it, is that he was not
notified that his rehabilitation payments were due beginning September 20,
2014.
We
confirmed with the Great Lakes Collections Support Department that they did
send Mr. [redacted] a Billing Statement and Rehabilitation Agreement Letter on
September 17, 2014. This correspondence
was sent after Mr. [redacted] verbally agreed to the rehabilitation on September16, 2014
with payments set to begin on September 20, 2014.
Mr.
[redacted]’s Administrative Wage Garnishment (AWG) order was sent to his employer on
July 20, 2014 which made it effective at the time he verbally agreed to the
voluntary payments. It was made clear to
Mr. [redacted] that he needed to make five months of payments before Great Lakes
would suspend AWG.
It
is important to note that if a payment is not received, no future billing
statements are sent on loans in default.
Additionally, due to the AWG on the Great Lakes system, only the first
billing statement is sent. The Great
Lakes Collections Support Department also confirmed that Mr. [redacted] was given
verbal instructions on how to set up his automatic payments.
We
understand that this is not the outcome that Mr. [redacted] desired, but please
understand that a complete and objective review was done.It has been determined
that the AWG will need to continue for five months in addition to the voluntary payments beginning with the
November 27, 2014 voluntary payment.
We
sincerely apologize for the frustration Mr. [redacted] has experienced with the
entire default process and we hope this information has been helpful. If additional information is required,
please by all means, contact us. You can reach our office between 7:00 am and
4:30 pm Monday through Friday at ###-###-####, or by email at [redacted].
December 29, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr. [redacted]:
Thank
you for your follow up regarding Ms. [redacted]’s request to have her loan
transferred. We regret that she didn’t find the previous response satisfactory
and appreciate the opportunity to further address her concern.
I
would like to thank Ms. [redacted] for notifying us of the frustration she
experienced while speaking with our Borrower Services Department. At Great
Lakes we strive to provide excellent customer service and appreciate her
letting us know that we did not meet her expectations. As chronicled through
the activity on her account, the two succeeding paragraphs detail Ms. [redacted]’s
recent experience with Great Lakes.
Our
records confirm that a payment of $28,505.18 was submitted through Ms. [redacted]’s
mygreatlakes.org account on December 10, 2014 at 1:52 PM CT. It is important to
note that once a payment is requested, a borrower is asked to confirm that the
payment amount requested is accurate. Subsequently, if the borrower confirms
that the payment requested is accurate, it is submitted and a confirmation is
sent to their message center. We have included a copy of Ms. [redacted]’s December
10, 2014 payment confirmation for your review.
Ms.
[redacted] then contacted us on December 11, 2014 to inquire about the payment
submitted. During the call she was advised of the aforementioned events, as
well as that Great lakes could not stop her payment since it was already sent
to the bank. Payments made on mygreatlakes.org are sent to the borrower’s bank
at 5:00PM CT. In order for Ms. [redacted] to have stopped her payment, she would
have needed to cancel it through her mygreatlakes.org account or by contacting
our Borrower Services Department by 5:00PM CT December 10, 2014. Since this
request was not made, her payment was not canceled.
As
her desired outcome, Ms. [redacted] did request that her loan be transferred
elsewhere for servicing. Great Lakes is not able to transfer her loan upon
request because her lender, the U.S. Department of Education (ED), decides who
the servicer of their student loan accounts are. Conversely, ED does allow a
borrower to choose their servicer if they consolidate their loans.
However,
before deciding on consolidation, some important items to consider are:
• Interest
Rate - The Interest rates for consolidation loans are determined by
calculating the weighted average of the interest rates on each of the loans
being consolidated, rounded up to the nearest 1/8 percent. In some cases,
consolidating fixed rate loans may produce a consolidation loan with an
interest rate slightly higher than the original loan. If she has variable rate
loans, she would lock in a fixed interest rate calculated at the time of the
consolidation. This fixed rate remains the same throughout the life of the
loan.
• Monthly
Payment Amount - Depending on the total consolidation balance, she may be
able to extend her repayment period for up to 30 years. While extending her
repayment period may make the monthly payment more manageable, she would
ultimately end up paying substantially more interest over the life of the loan.
I
apologize for the frustration Ms. [redacted] experienced and hope the
abovementioned information helps clarify her concern. If she has additional
questions or concerns she may contact our Borrower Services Department by phone
at ###-###-####, or by email at [redacted]
Sincerely,
[redacted]
[redacted]
Great Lakes Educational Loan Services, Inc.
Thank
you for contacting us on behalf of Ms. [redacted] and for providing us the
opportunity to address her 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 2013. On
June 18, 2013 we emailed Ms. [redacted] a notification that her forbearance would
be ending July 17, 2013. Subsequently, on July 22, 2013, we emailed Payment
Schedule and Disclosure statements (PSDs) for each of her accounts. The PSDs advised
that her monthly payments would begin September 2, 2013. We also emailed
monthly payment reminders beginning August 20, 2013. When no payments were
received, we emailed delinquency notifications beginning September 10, 2013. Additionally,
we mailed delinquency compliance letters to Ms. [redacted] beginning September
13, 2013. 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]
[redacted]
Sincerely,
[redacted]
[redacted]Great
Lakes Educational Loan Services, Inc.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have contacted the ombudsman office, sent a letter to [redacted], the minnesota atorneys office, and the US education office. It's to my dissapointment and unknowingly, that when you talk to one entity, that they do not share information with the other. The state attorney generals office is taking this matter seriously as it's a problem with education loans and will be contacting [redacted] and Great Lakes on my behalf to get this resolved. I do understand the actual reporting is not done by Great Lakes. [redacted] must take action to correct their systems and have a little more compassion other than taking the position of "not their problem or fault". Thank you.
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 [redacted], and find that this resolution is satisfactory to me. After sending Great Lakes the requested letter from [redacted]' bank, [redacted]'s account with them reflects her loans now paid in full and a $0.00 balance as of April 8th, 2015.We would like to thank the Revdex.com for all of your help.
Regards,
Thank you for contacting us on behalf of Ms. [redacted],
and for providing us the opportunity to further assist her.
We are happy to confirm that the National Student Loan Data
System (NSLDS) has been updated to show that Ms. [redacted]’s account has now been
paid in full. Our office personally
logged into NSLDS and found that it does now reflect that the default has been
resolved.
Ms. [redacted] can discuss with her school how to go about getting
her desired Title IV eligibility, which should allow her to enroll for classes.
Should Ms. [redacted] have any additional questions, or require additional information,
she is encouraged to call our Collections Department at ###-###-####.
Sincerely,
[redacted]
Great Lakes Higher Education
[redacted]
Thank you for contacting us on behalf of Ms. [redacted] regarding
her loan that is in Administrative Wage Garnishment (AWG) with Great Lakes
Higher Education Guaranty Corporation (Great Lakes). We welcome this opportunity to assist in
finding a solution to the burden of the AWG on her account
Our office collaborated with the current loan servicer Great
Lakes Collection Support, in order to provide the options that are available to
Ms. [redacted]. Unfortunately, Ms. [redacted] had
not received a Financial Statement among the other documents that were sent to
her on November 25, 2014. This document
needs to be completed and send back in order for a possible AWG Hearing Request
to be scheduled.
Great Lakes Collection Support feels the best course of
action for Ms. [redacted] to take, would be to continue with the Loan Rehabilitation
Plan she has enrolled in. If she were to
make the required additional $5 rehabilitation payments, one in January, one in
February and another one no sooner than February 28, 2014, the AWG would not
need to continue in March.
It is important to note that if Ms. [redacted] were to choose to
pursue to have a possible AWG Hearing; it very well could take longer for AWG
to stop than continuing with her rehabilitation plan.
We again thank you for contacting us and for giving us an
opportunity to be of assistance and are hopeful for a positive outcome. Additionally, we apologize for Ms. [redacted]’s frustration
with the whole default process. If additional information is required, please
by all means, contact us. You can reach our office between 7:00 am and 4:30 pm
Monday through Friday at ###-###-####, or by email at [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I went to my School this Tuesday & was told they will only accept a letter from the National Database. In order for that to happen Great Lakes must update the National Database.
Regards,
[redacted]
December 10, 2014
[redacted]
Revdex.com of Wisconsin
[redacted]
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr....
[redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us the
opportunity to address his concerns regarding his recent Auto Pay payment.
On
November 27, 2014, an Auto Pay payment was withdrawn from Mr. [redacted]’s bank
account number ending in [redacted], which he had used to make automatic payments
since April 27, 2014. On November 29, 2014, Mr. [redacted] updated his bank account
for Auto Pay payments to a bank account number ending in [redacted].
A
review of our records reflects no update made on October 25, 2014 to Mr. [redacted]’s
Auto Pay account information. I regret that the withdrawal was made from an account
Mr. [redacted] had not intended; however, if Mr. [redacted] can provide proof that a change
was made on October 25, 2014, we would be happy to further review his concern.
He may send the information via email to the email address provided below, by
fax to ###-###-####, or by mail to:
Great Lakes Borrower
Services
[redacted]
Unfortunately,
at the present time, since our records do not indicate any change was made
until November 29, 2014, we are unable to refund his overdraft fees.
If Mr. [redacted] has additional
questions or concerns, he may contact our Borrower Services Department at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
Great
Lakes Educational Loan Services, Inc.
March 26, 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 concerns. His concerns, as we understand them, are
as follows:
He would like the payment of
$885.68 withdrawn via Auto Pay on January 28, 2015 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 issue. Regrettably, the refund request he made on January 30, 2015 was
rejected because it would have put his account into a past due status. We
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. [redacted]’s refund request was
approved and sent to the U.S. Treasury on March 19, 2015. In an effort to
remedy Mr. [redacted]’s concern, we did reach out to his lender, the U.S. Department
of Education (ED), and requested them to expedite his refund. It 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.S. Treasury must process the
refund request. All electronic payments made toward ED held loans are processed
through a clearinghouse (pay.gov) on behalf of the U.S. Treasury. Typically, when
the U.S. Treasury receives a request to refund a payment(s), it takes
approximately four to six weeks to process and return the requested refund
amount. The length of time is due to the processing requirements of the U.S.
Treasury. To 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. [redacted]’s.
Mr.
[redacted]’s payment of $885.68, for lender number 798581, was automatically withdrawn
on January 28, 2015 because he was enrolled in our automated bill-pay service,
Auto Pay. The payment was withdrawn in accordance with the payment schedule that
was generated December 7, 2014, which indicated Mr. [redacted]’s monthly payment of $885.68
would commence in January 2015. 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, 2014 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, 2015. 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, 2014.
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. [redacted]’s account.
On
February 5, 2015, we received the most recent enrollment verification certified
by [redacted]’s school. This information allowed us to place an in-school
deferment on Mr. [redacted]’s account for the period of January 26, 2015 through
December 19, 2016. However, since the information was received after Mr. [redacted]’s
January payment, and since Mr. [redacted] had not cancelled Auto Pay, his January
payment of $885.68 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. [redacted]’s Parent PLUS loans currently contracts with multiple
servicing companies to service their loans. None of the servicers have the
ability to choose the borrowers they service. Correspondingly, 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. [redacted]’s concerns. If 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.
February 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 the $50 payment that was
automatically withdrawn via Auto Pay.
Our
records confirm that [redacted] scheduled a payment for February 2, 2015 to satisfy
the remainder of his student loan. As with all payments, including [redacted]’s, it
takes approximately 2 business days for payments to process in full. As [redacted]’s payment was submitted on a Friday, it did not finish processing until the
following Monday, February 5, 2015. The reason the extra $50 payment was
processed is because [redacted] was enrolled in Auto Pay, our automated bill pay
service, and his monthly payments were due on the 4th of every month.
Because [redacted]’s payoff payment was still processing on the 4th his
account was still showing a balance, which resulted in his Auto Pay withdrawing
his $50 monthly payment February 4, 2015.
Electronic
payments for accounts with the U.S. Department of Education (ED) are processed
through a clearinghouse (pay.gov) on behalf of the U.S. Treasury. When the U.S.
Treasury receives a refund request for a payment that was made electronically,
it normally takes approximately 4 weeks for them to process and return the
payment to a borrower’s bank account electronically. However, on February 12,
2015, we requested that ED expedite the refund process for [redacted]’s $50 payment
and expect him to receive his refund within 7 to 10 days business days.
It
is important for [redacted] to note that once ED sends the refund to his financial
institution, they will have their own procedures for determining how quickly
the refund will post to his account. We recommend that [redacted] first check with his
financial institution if he does not see the refund posted to his account
within two weeks.
I
understand that the delay in the return of [redacted]’s funds can be frustrating
and hope he will accept our apology for the frustration this experience has
caused. If he has any questions or concerns he may contact our Borrower
Services Department at ###-###-####, [email protected], or the
address below:
Great Lakes
[redacted]
[redacted]
Sincerely,
[redacted]
[redacted]
Great
Lakes Educational Loan Services Inc.
January 7, 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 not providing the
documentation he requested for the Economic Hardship Deferment.
After
reviewing Mr. [redacted]’s communications with us, we have identified and
attached the deferment documentation he requested. This documentation was also
emailed to him at [redacted] on January 2, 2015.
In
case Mr. [redacted] was unaware, we were unable to process his Economic Hardship
Deferment request we received in December because it did not include a
deferment start date. We mailed Mr. [redacted] a letter, on December 18, 2014,
advising him that his request for deferment was incomplete. The letter also included
an area for him to provide us with the required start date. We have included a
copy of the application and letter for reference.
Mr.
[redacted] can complete the deferment application process by completing and returning
the attached letter, or by contacting our Borrower Services Department by phone
at ###-###-####, by email at [redacted], or by mail to the
address below:
[redacted]
[redacted]
[redacted]
We
hope the information provided alleviates Mr. [redacted]’s concern, and look
forward to hearing from him soon.
Sincerely,
[redacted]
[redacted]
Great
Lakes Educational Loan Services Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did not receive these documents that were sent to my address, nor did I receive any emails from Great Lakes about my loans being behind. I am kindly asking that Great Lakes remove this information from my credit reports, as I am now and have been in deferment for the last 3 months on my two loans. Regards,
[redacted]
January 13, 2015
[redacted] ...⇄ Great Lakes ID: [redacted]
[redacted] ...⇄
Complaint ID: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
RE: [redacted]
- Complaint ID: [redacted]
Dear Mr. [redacted]:
Thank you for contacting us on behalf of Ms. [redacted] regarding
her loan that is in Administrative Wage Garnishment (AWG) with Great Lakes
Higher Education Guaranty Corporation (Great Lakes). We welcome this opportunity to further
address her concerns regarding the AWG on her account
We confirmed with the Great Lakes Collections Support
Department that they have been able to assist with expediting the scheduling of
an AWG Hearing. The hearing will be conducted by Education Credit Management
Corporation (ECMC), which will be in contact with Ms. [redacted] to provide her the
specific information.
Great Lakes Collection Support feels Ms. [redacted] should
continue with the Loan Rehabilitation Plan she has enrolled in, in case the hearing
judge does not rule in her favor. If she
were to make the required additional $5 rehabilitation payments, one in
January, one in February and another one no sooner than February 28, 2014, the
AWG would not need to continue in March, regardless of the result of the AWG
Hearing.
We again thank you for contacting us and for giving us an
opportunity to be of assistance and are hopeful for a positive outcome. Additionally, we apologize for Ms. [redacted]’s frustration
with the whole default process. If additional information is required, please
by all means, contact us. You can reach our office between 7:00 am and 4:30 pm
Monday through Friday at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
[redacted]
Thank you for contacting us on
behalf of Ms. [redacted], and for providing us the
opportunity to assist her.
We are still waiting to receive additional account information from Ms.
[redacted]'s prior loan holder and will provide a more detailed response
shortly.
We...
welcome the opportunity to work with Ms. [redacted] in
resolving her concern and believe resolution is possible if she were to contact
our office directly at ###-###-####. Our office
hours are Monday – Friday 7:00 a.m. to 3:30 p.m. central standard time. Ms. [redacted] may also email us at [redacted]
Sincerely,
[redacted]
[redacted]
December 30, 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]. We appreciate the opportunity
to address her concern regarding the application of her December 6, 2014
payment.
Upon
receipt of Ms. [redacted]’s concern we gathered copies of the checks sent by
her to our payment processing center. It appears that the payment coupons
enclosed with Ms. [redacted]’s payments contained outdated payment reference
numbers, which caused the payments to apply incorrectly. We regret the
frustration this has caused Ms. [redacted]. I am happy to share with Ms.
[redacted] that we have applied her payments as requested.
To
ensure future payments are applied as directed, we will now be sending Ms.
[redacted] a billing statement for each of her accounts. This will enable her
to enclose the detachable portion of each billing statement with the checks
designated for each specific account.
I
hope the information provided is helpful and alleviates Ms. [redacted]’s
concern. If she has any questions or concerns she may contact our Borrower
Services Department at ###-###-####, [email protected], or the
address below:
Great Lakes
[redacted]
[redacted]
Sincerely,
[redacted]
[redacted] [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 Mr. [redacted] and for providing us the
opportunity to address his concerns about his student loan that is guaranteed
by Great Lakes Higher Education Guaranty Corporation (Great Lakes) and serviced
by Affiliated
Computer Services Incorporated Education
Services ([redacted]). His concern as we
understand it is regarding the information that is reported to the Credit
Reporting Agencies.
While
we understand Mr. [redacted]’s frustration, in this case consumer credit reporting
does not fall under the purview Great Lakes. Credit Reporting is the sole responsibility of
the student loan servicer [redacted].
We
feel Mr. [redacted] should contact [redacted] to see if they would be willing to make an
exception with regard to their reporting of his student loan. They may be
contacted at:
[redacted]
Ph.
###-###-####
We
sincerely apologize for the frustration Mr. [redacted] has experienced and we hope
this information will be helpful to him.
If you require future assistance from our office, you can reach us
between 8:00 am and 4:30 pm Monday through Friday at ###-###-####, or by email
at [redacted].
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Great lakes still have not responded to this email.Its like the process is unorganize because I sent in my form with DHS letter and then you all sent me a letter saying it has been approved and now you tell me its not because I did not request a date?
Regards,
[redacted]
May 15, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr. [redacted]:
Thank
you again for your follow up regarding Ms. [redacted].
In
regard to Ms. [redacted]’s concern, Great Lakes has provided her every piece of
information possible to help with resolving her concern. Unfortunately, since
Great Lakes is unable further assist, we encourage Ms. [redacted] to contact her
new servicer, FedLoan Servicing, directly, or submit a new inquiry with the Revdex.com
naming solely her new servicer, to help with resolving her concern. Hopefully,
by doing this, she will get the clarification or resolution she is seeking.
Ms.
[redacted] may contact [redacted] by phone at ###-###-####, by fax at ###-###-####, or by mail to:
[redacted]
[redacted]
[redacted]
If
Ms. [redacted] has any questions or concerns, she may contact our Borrower Services
Department at ###-###-####, [redacted], or the address below:
[redacted]
[redacted]
[redacted]
Sincerely,
[redacted]
[redacted]
Great
Lakes Educational Loan Services, Inc.
April 6, 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 additional concerns. I understand these concerns to
be:
He is unhappy with the processing
time of his refund.
He has received conflicting
information about his son’s enrollment.
He had to deactivate Auto Pay so
payments would not be withdrawn when he is not expecting.
Issue 1: Refund
Processing Time
I
again apologize for the frustration Mr. [redacted] experienced in requesting a refund
of his January 28, 2015 payment. As stated in our prior response, Great Lakes
is unable to expedite a refund for a U.S. Department of Education (ED) held
loan as payments and refunds are processed by the U.S. Treasury, not Great
Lakes. However, in an effort to assist, we reached out to ED on March 20, 2015 to
request that they expedite Mr. [redacted]’s refund. Although we are unable to confirm
that this request resulted in Mr. [redacted]’s refund being expedited, we are pleased
to advise that confirmation of Mr. [redacted]’s refund was received on March 26,
2015.
Issue 2: Enrollment
Processing
I
apologize if Mr. [redacted] has received conflicting information in regard to
[redacted]’s enrollment from Great Lakes and [redacted]’s school, Academy of
Art University. Below is a chart of the enrollment information that Great Lakes
has received since September 30, 2014 for [redacted].
Status
Effective
Date
Anticipated
Completion Date
Certification
Date
Method
Date
Received
Date
Processed
Full
Time
01/26/2015
12/19/2016
02/06/2015
School
Batch
03/03/2015
03/03/2015
Full
Time
01/26/2015
12/19/2015
02/04/2015
Deferment
Form
02/05/2015
02/09/2015
Withdrawn
05/17/2014
N/A
01/06/2015
School
Batch
01/20/2015
01/22/2015
Full
Time
01/26/2015
12/19/2015
12/19/2014
Deferment
Form
12/19/2014
12/23/2014
Withdrawn
05/17/2014
N/A
11/04/2014
School
Batch
11/19/2014
11/20/2014
Withdrawn
05/17/2014
N/A
09/10/2014
Clearinghouse
09/30/2014
10/02/2014
In
the above chart, the Effective Date represents the begin date of the status
provided, and the Certification Date represents the date that Academy of Art
University certified the information.
A
review of our records confirms that Great Lakes has updated the status of Mr.
[redacted]’s account according to the information that has been most recently
provided by [redacted]. If Mr. [redacted] has additional concerns in
regard to the information provided, he should contact [redacted].
Issue 3: Auto Pay
Mr.
[redacted] initially enrolled in Auto Pay via our website, mygreatlakes.org, on
August 17, 2013. When Mr. [redacted] enrolled in Auto Pay, he agreed to the Terms and
Conditions of Auto Pay. These Terms and Conditions state the following:
I hereby authorize
Great Lakes to initiate electronic funds transfers from the checking or savings
account designated on the previous page, for the purpose of making scheduled
monthly payments on all my serviced student loan accounts.
While
I understand Mr. [redacted] would prefer to only enroll in Auto Pay for select
accounts, we are unfortunately unable to honor his request. Our records confirm
that Mr. [redacted]’s Auto Pay was deactivated on March 19, 2015. As a result, the
0.25% interest rate reduction offered by ED for being enrolled in Auto Pay was
removed. Should Mr. [redacted] choose to again enroll in Auto Pay, the interest rate
reduction will be reapplied to his accounts while they are in Repayment.
If
Mr. [redacted] has any additional questions or concerns, he may contact our Borrower
Services Department at ###-###-####, [redacted], or the
address below:
[redacted]
[redacted]
[redacted]
Sincerely,
[redacted]
[redacted]
Great Lakes Educational Loan Services, Inc.
December 1, 2014
[redacted] [redacted]
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr. [redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] [redacted] and for providing us the
opportunity to further address his concerns about his defaulted student loan
guaranteed and serviced by Great Lakes Higher Education Guaranty Corporation
(Great Lakes). Mr. [redacted]’s concern as we understand it, is that he was not
notified that his rehabilitation payments were due beginning September 20,
2014.
We
confirmed with the Great Lakes Collections Support Department that they did
send Mr. [redacted] a Billing Statement and Rehabilitation Agreement Letter on
September 17, 2014. This correspondence
was sent after Mr. [redacted] verbally agreed to the rehabilitation on September16, 2014
with payments set to begin on September 20, 2014.
Mr.
[redacted]’s Administrative Wage Garnishment (AWG) order was sent to his employer on
July 20, 2014 which made it effective at the time he verbally agreed to the
voluntary payments. It was made clear to
Mr. [redacted] that he needed to make five months of payments before Great Lakes
would suspend AWG.
It
is important to note that if a payment is not received, no future billing
statements are sent on loans in default.
Additionally, due to the AWG on the Great Lakes system, only the first
billing statement is sent. The Great
Lakes Collections Support Department also confirmed that Mr. [redacted] was given
verbal instructions on how to set up his automatic payments.
We
understand that this is not the outcome that Mr. [redacted] desired, but please
understand that a complete and objective review was done.It has been determined
that the AWG will need to continue for five months in addition to the voluntary payments beginning with the
November 27, 2014 voluntary payment.
We
sincerely apologize for the frustration Mr. [redacted] has experienced with the
entire default process and we hope this information has been helpful. If additional information is required,
please by all means, contact us. You can reach our office between 7:00 am and
4:30 pm Monday through Friday at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
December 29, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr. [redacted]:
Thank
you for your follow up regarding Ms. [redacted]’s request to have her loan
transferred. We regret that she didn’t find the previous response satisfactory
and appreciate the opportunity to further address her concern.
I
would like to thank Ms. [redacted] for notifying us of the frustration she
experienced while speaking with our Borrower Services Department. At Great
Lakes we strive to provide excellent customer service and appreciate her
letting us know that we did not meet her expectations. As chronicled through
the activity on her account, the two succeeding paragraphs detail Ms. [redacted]’s
recent experience with Great Lakes.
Our
records confirm that a payment of $28,505.18 was submitted through Ms. [redacted]’s
mygreatlakes.org account on December 10, 2014 at 1:52 PM CT. It is important to
note that once a payment is requested, a borrower is asked to confirm that the
payment amount requested is accurate. Subsequently, if the borrower confirms
that the payment requested is accurate, it is submitted and a confirmation is
sent to their message center. We have included a copy of Ms. [redacted]’s December
10, 2014 payment confirmation for your review.
Ms.
[redacted] then contacted us on December 11, 2014 to inquire about the payment
submitted. During the call she was advised of the aforementioned events, as
well as that Great lakes could not stop her payment since it was already sent
to the bank. Payments made on mygreatlakes.org are sent to the borrower’s bank
at 5:00PM CT. In order for Ms. [redacted] to have stopped her payment, she would
have needed to cancel it through her mygreatlakes.org account or by contacting
our Borrower Services Department by 5:00PM CT December 10, 2014. Since this
request was not made, her payment was not canceled.
As
her desired outcome, Ms. [redacted] did request that her loan be transferred
elsewhere for servicing. Great Lakes is not able to transfer her loan upon
request because her lender, the U.S. Department of Education (ED), decides who
the servicer of their student loan accounts are. Conversely, ED does allow a
borrower to choose their servicer if they consolidate their loans.
However,
before deciding on consolidation, some important items to consider are:
• Interest
Rate - The Interest rates for consolidation loans are determined by
calculating the weighted average of the interest rates on each of the loans
being consolidated, rounded up to the nearest 1/8 percent. In some cases,
consolidating fixed rate loans may produce a consolidation loan with an
interest rate slightly higher than the original loan. If she has variable rate
loans, she would lock in a fixed interest rate calculated at the time of the
consolidation. This fixed rate remains the same throughout the life of the
loan.
• Monthly
Payment Amount - Depending on the total consolidation balance, she may be
able to extend her repayment period for up to 30 years. While extending her
repayment period may make the monthly payment more manageable, she would
ultimately end up paying substantially more interest over the life of the loan.
I
apologize for the frustration Ms. [redacted] experienced and hope the
abovementioned information helps clarify her concern. If she has additional
questions or concerns she may contact our Borrower Services Department by phone
at ###-###-####, or by email at [redacted]
Sincerely,
[redacted]
[redacted]
Great Lakes Educational Loan Services, Inc.
December 18, 2014
[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 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 2013. On
June 18, 2013 we emailed Ms. [redacted] a notification that her forbearance would
be ending July 17, 2013. Subsequently, on July 22, 2013, we emailed Payment
Schedule and Disclosure statements (PSDs) for each of her accounts. The PSDs advised
that her monthly payments would begin September 2, 2013. We also emailed
monthly payment reminders beginning August 20, 2013. When no payments were
received, we emailed delinquency notifications beginning September 10, 2013. Additionally,
we mailed delinquency compliance letters to Ms. [redacted] beginning September
13, 2013. 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]
[redacted]
Sincerely,
[redacted]
[redacted]Great
Lakes Educational Loan Services, Inc.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have contacted the ombudsman office, sent a letter to [redacted], the minnesota atorneys office, and the US education office. It's to my dissapointment and unknowingly, that when you talk to one entity, that they do not share information with the other. The state attorney generals office is taking this matter seriously as it's a problem with education loans and will be contacting [redacted] and Great Lakes on my behalf to get this resolved. I do understand the actual reporting is not done by Great Lakes. [redacted] must take action to correct their systems and have a little more compassion other than taking the position of "not their problem or fault". Thank you.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. After sending Great Lakes the requested letter from [redacted]' bank, [redacted]'s account with them reflects her loans now paid in full and a $0.00 balance as of April 8th, 2015.We would like to thank the Revdex.com for all of your help.
Regards,
[redacted] & [redacted]
Thank you for contacting us on behalf of Ms. [redacted],
and for providing us the opportunity to further assist her.
We are happy to confirm that the National Student Loan Data
System (NSLDS) has been updated to show that Ms. [redacted]’s account has now been
paid in full. Our office personally
logged into NSLDS and found that it does now reflect that the default has been
resolved.
Ms. [redacted] can discuss with her school how to go about getting
her desired Title IV eligibility, which should allow her to enroll for classes.
Should Ms. [redacted] have any additional questions, or require additional information,
she is encouraged to call our Collections Department at ###-###-####.
Sincerely,
[redacted]
Great Lakes Higher Education
[redacted]
January 6, 2015
[redacted] ...
...⇄ Great Lakes ID: [redacted]
[redacted]
Complaint ID: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
RE: [redacted]
- Complaint ID: [redacted]
Dear Mr. [redacted]:
Thank you for contacting us on behalf of Ms. [redacted] regarding
her loan that is in Administrative Wage Garnishment (AWG) with Great Lakes
Higher Education Guaranty Corporation (Great Lakes). We welcome this opportunity to assist in
finding a solution to the burden of the AWG on her account
Our office collaborated with the current loan servicer Great
Lakes Collection Support, in order to provide the options that are available to
Ms. [redacted]. Unfortunately, Ms. [redacted] had
not received a Financial Statement among the other documents that were sent to
her on November 25, 2014. This document
needs to be completed and send back in order for a possible AWG Hearing Request
to be scheduled.
Great Lakes Collection Support feels the best course of
action for Ms. [redacted] to take, would be to continue with the Loan Rehabilitation
Plan she has enrolled in. If she were to
make the required additional $5 rehabilitation payments, one in January, one in
February and another one no sooner than February 28, 2014, the AWG would not
need to continue in March.
It is important to note that if Ms. [redacted] were to choose to
pursue to have a possible AWG Hearing; it very well could take longer for AWG
to stop than continuing with her rehabilitation plan.
We again thank you for contacting us and for giving us an
opportunity to be of assistance and are hopeful for a positive outcome. Additionally, we apologize for Ms. [redacted]’s frustration
with the whole default process. If additional information is required, please
by all means, contact us. You can reach our office between 7:00 am and 4:30 pm
Monday through Friday at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I went to my School this Tuesday & was told they will only accept a letter from the National Database. In order for that to happen Great Lakes must update the National Database.
Regards,
[redacted]