Date Received: 2018-01-18T00:00:00
Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Consumer Consent Provided to Share Complaint: Consent provided
Consumer Complaint: This complaint involves XXXX XX/XX/XXXX and management of the Public Service Loan Forgiveness ( PSLF ) program. I have been a public servant ( XXXX ) for over 15 years and have made student loans payments nearly this entire time and was subsequently found qualified by the DOE for the PSLF program. As XXXX is the only contractor allowed to service PSLF, my federal student loan was subsequently transferred to XXXX in 2017. I went through a grueling process of filling out and sending all the required forms for the various XXXX I XXXX at ( my husband is also a public servant XXXX employee and is moved frequently ) and was rewarded by XXXX providing denials to all my qualified employment for vague and unsubstantiated reasons which can not be resolved because they did not clearly identify reasons nor the specific employer they were addressing in their denials! As a long-time dedicated public servant who has struggled my entire adult life to pay my students loans on time and then thrilled to learn I was found qualified for this program, it is truly disheartening to be thwarted by unsubstantiated and seemingly arbitrary decisions made by a private servicing company. In addition, XXXX did not even have the courtesy to send me a letter or alert me to the denials! I only found out by visiting the website, logging in and looking under ‘electronic letters ‘ to find multiple denials. Despite only being given ’90 days ‘ to have my EMPLOYER send in a new verification form – I got NO emails, NO letters in the mail and thus could not respond within the given period. Even then, why would fedLoans not just inquire of the employer directly? In light of my own experience, and experiences of others reflected in several recent lawsuits filed against XXXX for their handling of this program, it is clear this company is not properly implementing and actively disparaging the PSLF program.
State/Zip: VA 201XX
Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 2785636
The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.
Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.
In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.