Complaint ID: [redacted]
Great Lakes ID: [redacted]
Dear
Mr. [redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] regarding his request
for deferment of payments on his student loan. We welcome this opportunity to
address Mr. [redacted]’s additional concerns.
Unfortunately,
we could not initially process Mr. [redacted]’s original Economic Hardship Deferment
request because he did not designate a deferment start date. The requirement to
include the deferment start date is a critical for a number of reasons, including:
A maximum of 36 months of Economic
Hardship Deferment is allowed over the life of the loan.
The deferment start date allows
the borrower to identify when their hardship began so the deferment can be
applied accordingly.
Interest accrual. When a federal
student loan is in a deferment status, interest only accrues on unsubsidized
loans.
We
are happy to confirm that on January 13, 2015 we were able to apply the
Economic Hardship Deferment to Mr. [redacted]’s account. After reviewing our
previous communications with Mr. [redacted], we determined that he had provided a
sufficient amount of information indicating that he wanted his deferment to
begin on November 5, 2014. The effective dates of his deferment are from November
5, 2014 through November 4, 2015.
We
hope the application of this deferment alleviates Mr. [redacted]’s concern. We
apologize for any frustration he experienced. If he has any additional
questions or concerns he may contact our Borrower Services Department at ###-###-####, or [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.
Regards,
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us the opportunity
to address his concern. He affirms, within his complaint, that he has never
received a loan from Great Lakes, and that he needs to be removed from Great
Lakes’ records because the loans are affecting his credit.
Upon
receiving Mr. [redacted]’s complaint, we reviewed our records which confirm that
we are the servicer of his federal Stafford loan with the U.S. Department of
Education (ED). In order to obtain a federal student loan, Mr. [redacted] would
have had to complete and sign a Master Promissory Note (MPN), which is
typically done online. However, a borrower must first obtain their federal
Personal Identification Number (PIN) prior to completing their MPN online, since
their PIN is used to sign the document electronically. A key point often
overlooked is the fact that any document completed using a PIN, or electronic signature,
has the same legal integrity as a document bearing an ink or “wet”
signature.
ED’s
records confirm that Mr. [redacted] used his PIN to confirm his identity, agreed
to use an electronic MPN, and used his PIN to sign and complete his MPN
electronically on December 12, 2013. We have attached Mr. [redacted]’s MPN for
review, but wanted to make you aware that some identity sensitive information
(Social Security Number, Date of Birth, and Driver’s License Number) was masked
from the document in an effort to protect Mr. [redacted]’s privacy.
The
sole loan that was disbursed under this MPN, in the amount of $2,250, occurred
on February 10, 2014 and was sent to Red Rocks Community College. If Mr. [redacted]
is claiming that someone illegally obtained his personal information to
fraudulently obtain this student loan, he will need to directly submit this
fraud claim to Great Lakes.
Once
the claim is submitted, he will be mailed a fraud packet that needs to be completed
and returned with all requested documents for us to begin the identity theft
investigation. Perhaps the most critical document for Mr. [redacted] to return is
a copy of an IdentityTheft Report, which is an official police report signed by
an officer in which Mr. [redacted] reports his identity was fraudulently used to
procure this loan. If Mr. [redacted] would like to pursue this option, please have
him contact our Borrower Services Department at the contact information listed
below.
I
hope that Mr. [redacted] finds the information provided useful. 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] [redacted]
Great
Lakes Educational Loan Services Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Great Lakes Borrower services does not recognize the fact that I was clearly enrolled in the PSLFP (as indicated by the fact that my loan was placed in a different--and higher--re-payment category in June, 2013), which in combination with the materials they acknowledge mailing me about the Public Service Loan Forgiveness Program that month, as well as the conversation I had with their [redacted], Mr. [redacted] on August 1, 2014, clearly indicates I was led to believe I was enrolled in the PSLFP in June 2013. Moreover, my request for reimbursement for the interest I paid on my sizable loans over the following year is documented from this before-mentioned conversation with Mr. [redacted], wherein he told me that, contrary to what I had been told the previous summer, I would not qualify for the PSLFP based on my income level; all of which caused me unnecessarily accumulate additional interest on loans I would have otherwise paid off in June, 2013, as opposed to September, 2014.Great Lakes has been grossly negligent with the handling of my loans.Please publish the dialogue in this matter for all to see, as I will continue seeking an equitable resolution through both of my U.S. Senator's offices.
Regards,
[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 am awaiting the company to gather further information as they stated; replying to ensure complaint remains valid with my response submitted within 10 days. If possible, I can attempt to contact the company with the information they provided in the meantime.
Regards,
[redacted]
Thank
you for contacting us on behalf of Mr. [redacted] and for providing us the
opportunity to address his concern regarding the loan rehabilitation program.
We
sincerely apologize to Mr. [redacted] for the frustration he experienced...
during communications
with Great Lakes. Great Lakes’ takes pride in providing quality customer
service and we appreciate the opportunity to provide any necessary feedback and
training.
Mr.
[redacted] was contacted yesterday, and it appears his concern was addressed. If his question was not completely
answered to his satisfaction and he requires future assistance from our
office, he can reach us between 7:00 am and 4:30 pm Monday through Friday at
###-###-####, or by email at [redacted].
We again apologize for the frustration Mr. [redacted] experienced
yesterday and are hopeful Great Lakes will be able to meet his future customer
service expectations.
Sincerely,
Complaint ID: [redacted]
Great Lakes ID: [redacted] ...
Dear
Mr. [redacted]:
Thank
you for contacting us on behalf of Mr. [redacted] and Mrs. [redacted]
[redacted] regarding their efforts to pay off the remaining balance of a
Stafford loan under [redacted]’s name. We appreciate them providing us the
opportunity to address their concern and hope they find the information
provided helpful.
We
would like to thank Mr. and Mrs. [redacted] for detailing their experiences
throughout communications with Great Lakes. We strive to provide excellent
customer service and genuinely appreciate this type of detailed feedback because
it gives us the opportunity to improve the level of service we provide our
customers. In an effort to prevent similar issues from occurring in the future,
their feedback was forwarded to the appropriate parties and will be utilized
for coaching purposes.
Within
their complaint, Mr. and Mrs. [redacted] referenced that they were advised they could
use a debit or credit card to make a payment to satisfy the Stafford loan in
Mrs. [redacted]’s name. Regrettably, Mr. [redacted] was emailed this information
in error on November 10, 2014, and was not informed that this was not an available
option until November 20, 2014, when he called to make a payment using his card.
Great Lakes services loans for multiple lenders, at the current time the only
lender that allows their borrowers to use a credit or debit card to make
payments in certain circumstances is the U.S. Department of Education. The
lender of Mrs. [redacted]’s Stafford loan is [redacted]. We recognize
the inconvenience this may cause for customers.
In
order to process their December 10, 2014 payment, even though Mr. [redacted]
stated his financial institution resolved the issue they encountered, we need
his financial institution to provide us with documentation, on company
letterhead, confirming this by explaining the sanctions have been dropped and
that the funds have been released. This letter can be sent directly to our
Payment Analysis Department via email at [redacted], by fax to
###-###-#### - ATTN: Payment Review/Stephanie, or mailed to:
[redacted]
[redacted]
[redacted]
[redacted]
Even
though Mr. and Mrs. [redacted]’s payment has yet to be fully processed, in hopes
of rectifying their concern due to the unique circumstances involved, we are
willing to backdate their payment to the date it was initially received,
December 10, 2014.
To
ensure this will be done, we will continually monitor Mrs. [redacted]’s account
for the aforementioned information from her financial institution. As soon as
it is received we will again attempt to process the payment. Although, we are
unable to guarantee that this attempt to process the payment will go through,
which is a significant point they should be aware of. This is because we cannot
confirm that the adjustments made by their financial institution to resolve the
initial payment rejection will ultimately allow this payment to fully process and
be debited from their account.
I
sincerely apologize for the frustration they have experienced. I hope that
their financial institution is able to provide the necessary information and
that the payment processes unscathed. If either of them have any questions or
concerns, they 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 Ms. [redacted] and for providing us the
opportunity to address her concern regarding her eligibility for the Public
Service Loan Forgiveness (PSLF) program.
I
sincerely apologize to Ms. [redacted] for the frustration she experienced during her
communications with Great Lakes. Great Lakes takes pride in providing quality
customer service and we appreciate the opportunity to provide any necessary
feedback and training.
Under
the PSLF program, a borrower may qualify for forgiveness of their remaining
balance due on their eligible federal student loans after they have made 120
payments on those loans under specific repayment plans while employed full time
by certain public service employers. The Income-Based Repayment (IBR) Plan is
an eligible repayment plan for the PSLF program.
Under
IBR, borrowers who demonstrate partial financial hardship can cap their monthly
payment at 15% of their discretionary income.
Discretionary income is defined as the amount by which income exceeds
150% of the federal poverty level, taking family size into account. Borrowers
must submit annual documentation, and any changes in income or family size
could affect their monthly payment amount.
If
a borrower no longer demonstrates partial financial hardship based on their
annual documentation, their monthly payment amount is increased to the amount
they would be required to pay under a 10-year standard repayment plan, based on
the amount they owed when they began repaying under IBR.
Great
Lakes reviewed Ms. [redacted]’s annual documentation for the IBR Plan on October
24, 2014, and determined that she no longer demonstrates a partial financial
hardship. As a result, her monthly payment will be increased to $750.34
effective December 12, 2014.
In
general, only borrowers who make reduced monthly payments through an eligible
repayment plan will have a remaining balance after making 120 payments on a
loan. Ms. [redacted] may still be eligible for the PSLF program; however, her loan
may not have a remaining balance after she makes 120 payments.
If
Ms. [redacted] is still interested in pursuing the PSLF program, she is encouraged
to complete the U.S. Department of Education’s Employment Certification for
Public Service Loan Forgiveness form. For Ms. [redacted]’s convenience, we have
attached a copy of this form. Ms. [redacted] should submit the completed form to
FedLoan Servicing, the designated PSLF servicer, at the address listed in
Section 6 of the form.
If
Ms. [redacted] has additional questions or concerns in regard to the PSLF program,
she should contact FedLoan Servicing at ###-###-####.
I apologize
for the frustration Ms. [redacted] experienced in her communications
with Great Lakes. If she has any questions or concerns not related to the PSLF
program, 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.
[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]. Please see the attached file for additional comments.
Regards,
January 15, 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] regarding his request
for deferment of payments on his student loan. We welcome this opportunity to
address Mr. [redacted]’s additional concerns.
Unfortunately,
we could not initially process Mr. [redacted]’s original Economic Hardship Deferment
request because he did not designate a deferment start date. The requirement to
include the deferment start date is a critical for a number of reasons, including:
A maximum of 36 months of Economic
Hardship Deferment is allowed over the life of the loan.
The deferment start date allows
the borrower to identify when their hardship began so the deferment can be
applied accordingly.
Interest accrual. When a federal
student loan is in a deferment status, interest only accrues on unsubsidized
loans.
We
are happy to confirm that on January 13, 2015 we were able to apply the
Economic Hardship Deferment to Mr. [redacted]’s account. After reviewing our
previous communications with Mr. [redacted], we determined that he had provided a
sufficient amount of information indicating that he wanted his deferment to
begin on November 5, 2014. The effective dates of his deferment are from November
5, 2014 through November 4, 2015.
We
hope the application of this deferment alleviates Mr. [redacted]’s concern. We
apologize for any frustration he experienced. If he has any additional
questions or concerns he may contact our Borrower Services Department at ###-###-####, or [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.
Regards,
[redacted]
February 9, 2015
[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. He affirms, within his complaint, that he has never
received a loan from Great Lakes, and that he needs to be removed from Great
Lakes’ records because the loans are affecting his credit.
Upon
receiving Mr. [redacted]’s complaint, we reviewed our records which confirm that
we are the servicer of his federal Stafford loan with the U.S. Department of
Education (ED). In order to obtain a federal student loan, Mr. [redacted] would
have had to complete and sign a Master Promissory Note (MPN), which is
typically done online. However, a borrower must first obtain their federal
Personal Identification Number (PIN) prior to completing their MPN online, since
their PIN is used to sign the document electronically. A key point often
overlooked is the fact that any document completed using a PIN, or electronic signature,
has the same legal integrity as a document bearing an ink or “wet”
signature.
ED’s
records confirm that Mr. [redacted] used his PIN to confirm his identity, agreed
to use an electronic MPN, and used his PIN to sign and complete his MPN
electronically on December 12, 2013. We have attached Mr. [redacted]’s MPN for
review, but wanted to make you aware that some identity sensitive information
(Social Security Number, Date of Birth, and Driver’s License Number) was masked
from the document in an effort to protect Mr. [redacted]’s privacy.
The
sole loan that was disbursed under this MPN, in the amount of $2,250, occurred
on February 10, 2014 and was sent to Red Rocks Community College. If Mr. [redacted]
is claiming that someone illegally obtained his personal information to
fraudulently obtain this student loan, he will need to directly submit this
fraud claim to Great Lakes.
Once
the claim is submitted, he will be mailed a fraud packet that needs to be completed
and returned with all requested documents for us to begin the identity theft
investigation. Perhaps the most critical document for Mr. [redacted] to return is
a copy of an IdentityTheft Report, which is an official police report signed by
an officer in which Mr. [redacted] reports his identity was fraudulently used to
procure this loan. If Mr. [redacted] would like to pursue this option, please have
him contact our Borrower Services Department at the contact information listed
below.
I
hope that Mr. [redacted] finds the information provided useful. 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] [redacted]
Great
Lakes Educational Loan Services Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Great Lakes Borrower services does not recognize the fact that I was clearly enrolled in the PSLFP (as indicated by the fact that my loan was placed in a different--and higher--re-payment category in June, 2013), which in combination with the materials they acknowledge mailing me about the Public Service Loan Forgiveness Program that month, as well as the conversation I had with their [redacted], Mr. [redacted] on August 1, 2014, clearly indicates I was led to believe I was enrolled in the PSLFP in June 2013. Moreover, my request for reimbursement for the interest I paid on my sizable loans over the following year is documented from this before-mentioned conversation with Mr. [redacted], wherein he told me that, contrary to what I had been told the previous summer, I would not qualify for the PSLFP based on my income level; all of which caused me unnecessarily accumulate additional interest on loans I would have otherwise paid off in June, 2013, as opposed to September, 2014.Great Lakes has been grossly negligent with the handling of my loans.Please publish the dialogue in this matter for all to see, as I will continue seeking an equitable resolution through both of my U.S. Senator's offices.
Regards,
[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 am awaiting the company to gather further information as they stated; replying to ensure complaint remains valid with my response submitted within 10 days. If possible, I can attempt to contact the company with the information they provided in the meantime.
Regards,
[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 loan rehabilitation program.
We
sincerely apologize to Mr. [redacted] for the frustration he experienced...
during communications
with Great Lakes. Great Lakes’ takes pride in providing quality customer
service and we appreciate the opportunity to provide any necessary feedback and
training.
Mr.
[redacted] was contacted yesterday, and it appears his concern was addressed. If his question was not completely
answered to his satisfaction and he requires future assistance from our
office, he can reach us between 7:00 am and 4:30 pm Monday through Friday at
###-###-####, or by email at [redacted].
We again apologize for the frustration Mr. [redacted] experienced
yesterday and are hopeful Great Lakes will be able to meet his future customer
service expectations.
Sincerely,
Great Lakes Ombudsman Office
April 1, 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 Mrs. [redacted]
[redacted] regarding their efforts to pay off the remaining balance of a
Stafford loan under [redacted]’s name. We appreciate them providing us the
opportunity to address their concern and hope they find the information
provided helpful.
We
would like to thank Mr. and Mrs. [redacted] for detailing their experiences
throughout communications with Great Lakes. We strive to provide excellent
customer service and genuinely appreciate this type of detailed feedback because
it gives us the opportunity to improve the level of service we provide our
customers. In an effort to prevent similar issues from occurring in the future,
their feedback was forwarded to the appropriate parties and will be utilized
for coaching purposes.
Within
their complaint, Mr. and Mrs. [redacted] referenced that they were advised they could
use a debit or credit card to make a payment to satisfy the Stafford loan in
Mrs. [redacted]’s name. Regrettably, Mr. [redacted] was emailed this information
in error on November 10, 2014, and was not informed that this was not an available
option until November 20, 2014, when he called to make a payment using his card.
Great Lakes services loans for multiple lenders, at the current time the only
lender that allows their borrowers to use a credit or debit card to make
payments in certain circumstances is the U.S. Department of Education. The
lender of Mrs. [redacted]’s Stafford loan is [redacted]. We recognize
the inconvenience this may cause for customers.
In
order to process their December 10, 2014 payment, even though Mr. [redacted]
stated his financial institution resolved the issue they encountered, we need
his financial institution to provide us with documentation, on company
letterhead, confirming this by explaining the sanctions have been dropped and
that the funds have been released. This letter can be sent directly to our
Payment Analysis Department via email at [redacted], by fax to
###-###-#### - ATTN: Payment Review/Stephanie, or mailed to:
[redacted]
[redacted]
[redacted]
[redacted]
Even
though Mr. and Mrs. [redacted]’s payment has yet to be fully processed, in hopes
of rectifying their concern due to the unique circumstances involved, we are
willing to backdate their payment to the date it was initially received,
December 10, 2014.
To
ensure this will be done, we will continually monitor Mrs. [redacted]’s account
for the aforementioned information from her financial institution. As soon as
it is received we will again attempt to process the payment. Although, we are
unable to guarantee that this attempt to process the payment will go through,
which is a significant point they should be aware of. This is because we cannot
confirm that the adjustments made by their financial institution to resolve the
initial payment rejection will ultimately allow this payment to fully process and
be debited from their account.
I
sincerely apologize for the frustration they have experienced. I hope that
their financial institution is able to provide the necessary information and
that the payment processes unscathed. If either of them have any questions or
concerns, they may contact our Borrower Services Department at ###-###-####,
[redacted], or the address below:
[redacted]
[redacted]
[redacted]
Sincerely,
[redacted]
[redacted]
Great
Lakes Educational Loan Services Inc.
November 3, 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 concern regarding her eligibility for the Public
Service Loan Forgiveness (PSLF) program.
I
sincerely apologize to Ms. [redacted] for the frustration she experienced during her
communications with Great Lakes. Great Lakes takes pride in providing quality
customer service and we appreciate the opportunity to provide any necessary
feedback and training.
Under
the PSLF program, a borrower may qualify for forgiveness of their remaining
balance due on their eligible federal student loans after they have made 120
payments on those loans under specific repayment plans while employed full time
by certain public service employers. The Income-Based Repayment (IBR) Plan is
an eligible repayment plan for the PSLF program.
Under
IBR, borrowers who demonstrate partial financial hardship can cap their monthly
payment at 15% of their discretionary income.
Discretionary income is defined as the amount by which income exceeds
150% of the federal poverty level, taking family size into account. Borrowers
must submit annual documentation, and any changes in income or family size
could affect their monthly payment amount.
If
a borrower no longer demonstrates partial financial hardship based on their
annual documentation, their monthly payment amount is increased to the amount
they would be required to pay under a 10-year standard repayment plan, based on
the amount they owed when they began repaying under IBR.
Great
Lakes reviewed Ms. [redacted]’s annual documentation for the IBR Plan on October
24, 2014, and determined that she no longer demonstrates a partial financial
hardship. As a result, her monthly payment will be increased to $750.34
effective December 12, 2014.
In
general, only borrowers who make reduced monthly payments through an eligible
repayment plan will have a remaining balance after making 120 payments on a
loan. Ms. [redacted] may still be eligible for the PSLF program; however, her loan
may not have a remaining balance after she makes 120 payments.
If
Ms. [redacted] is still interested in pursuing the PSLF program, she is encouraged
to complete the U.S. Department of Education’s Employment Certification for
Public Service Loan Forgiveness form. For Ms. [redacted]’s convenience, we have
attached a copy of this form. Ms. [redacted] should submit the completed form to
FedLoan Servicing, the designated PSLF servicer, at the address listed in
Section 6 of the form.
If
Ms. [redacted] has additional questions or concerns in regard to the PSLF program,
she should contact FedLoan Servicing at ###-###-####.
I apologize
for the frustration Ms. [redacted] experienced in her communications
with Great Lakes. If she has any questions or concerns not related to the PSLF
program, 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.
[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]. Please see the attached file for additional comments.
Regards,
[redacted]