Date Received: 2018-01-02T00:00:00

Product: Private student loan

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: Was unable to gain information on my account by both the XXXX XXXX XXXX XXXX XXXX or its servicer, Heartland ( f/k/a XXXX XXXX ). I was suppose to receive this information sometime in my 6 month deferment period after I graduated. After not receiving it by XX/XX/XXXX, I tried contacting both institutions to get the ball rolling so I could get payments going. After numerous contacts I was assured the information was on the way to me. I tried again in early XX/XX/XXXX to get payment information and Heartland would not help me unless I had an account number. So I waited some more time for the information to get to me. In XX/XX/XXXX, I got an alert on my credit report that an account had been reported negatively ( 30+ days past due ). I was able to research the servicer to a correct website and able to access my information to set up payments.

Website # 1 : https : //heartland.ecsi.net/ Website # 2 : XXXX XXXX XXXX XXXX In late XX/XX/XXXX, I received a final demand notice from the company to make a payment to the loan because I was able to update my personal information since the servicer had an outdated address. I tried calling Heartland to resolve the late payment credit bureau reporting due to the inaccuracy. The representative referred me back to the university and would not even attempt to look into the issue nor would offer any assistance to correcting the error out of my control. He kept saying that the error in credit reporting has to be done by the university, which they do not have any control of.

Also, when I made the payment, Heartland charged a pass-through fee for ” convenience ” made by a XXXX debit card. I do not believe that fee is legal since Heartland is not a government entity nor a not-for-profit organization since they retain the interest/late fees made on the loans they service. If my understanding of the old XXXX operating rules and the new EMV rules are in effect.

See also  Navient Solutions - CFPB Complaint ID 3063729


State/Zip: MT 597XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2769367

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