Date Received: 2018-11-20T00:00:00.000
Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Consumer Consent Provided to Share Complaint: Consent provided
Consumer Complaint: I am a federal employee who has submitted certification for the loan forgiveness program. I received information when my loan was transferred to XXXX as the servicer in XXXX that I had only made 11 payments. I contacted them to let them know that I had been in repayment since XXXX and worked for the government since XXXX. They told me that it took approximately 12 months for the information to be loaded into the system. I contact XXXX after 12 months and was told that my account had been updated. I submitted another certification in XXXX so that the payments made in since my last certification could be reflected. The number of payments were 27 for one loan and 54 for another loan which was still inaccurate. The money for all my loans were ach debit as one payment so the number of payments should have been the same. Even if the all my loans indicated that 54 payments were made it was still incorrect. I should have 72 payments. I contact XXXX and was told that another request for a review was put in and it should be done byXX/XX/XXXX I was told by XXXX to send bank statements to prove that payments were made and I told them that I should not have to incur a cost to go to my bank to research and obtain bank statements going back to XXXX. I called XXXX again in XXXX and now I am being told that it will take between 12-18 months for the review to be completed. This is unacceptable and keep going on and on with no end in sight. I am entering my 7 year with the government and should not have to get denied when it is time to apply for forgiveness because they can not get there records correct.
Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 3079238
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.