CFPB Complaint


Consumer Complaint Submission

Date Received: 2018-11-07T00:00:00.000

Product: Private student loan

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I received an email this morning from the loan servicer ( XXXX XXXX ) that my account was past due and I owe them {$2200.00}. I have not missed any payments and have proof that all my payments have been processed via ACH on time since I signed the payment plan agreement. Their website says the account is paid in full, though I should owe {$2000.00} right now per the payment agreement. I called their customer service number and they don’t know why the account shows as paid in full ( when I should owe {$2000.00} ), or why I received that email ( which originated from XXXX email domain ).

Attached are screenshots of the email I received, my payment history for the account, the paid in full message, and a PDF of the payment plan agreement I signed over the summer.


State/Zip: PA 191XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3068502

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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