CFPB Complaint

GREAT LAKES – CFPB Complaint ID 3109773

Consumer Complaint Submission

Date Received: 2018-12-26T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I have a student loan with Great Lakes. Without asking me, they signed me up to have all bills and payment information sent to an email that I do not regularly check. When we called to find out why we were getting past due notices but had never gotten a bill Great Lakes told us that they automatically send all bills via email, without asking first if that is what we want.

Great Lakes should not be permitted to choose the delivery method of bills and payment information. The customer should be allowed the option to choose their delivery preference. Because of this we were unaware that a payment was due, and were charged extra interest.

It is unfair to communicate only by email, without first asking if that is okay.

Company: GREAT LAKES

State/Zip: MD 212XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3109773

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.

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