FedLoan Servicing

Hi, I called and did my waiting on the phone. When I was able to get through to someone, Joanna # 626462 on Tuesday, 2/1/2022, was unable to accurately answer my question re: my PSLF application and payment tracking. She scoffed and said hold on. She put me back in the queue without telling me what she was doing! I thought she was adjusting her phone. She misinformed me by stating my direct consolidated loans were in forbearance thus was not being tracked/ counted (totally inaccurate) before throwing me back into a > 20 min wait time queue.
Please do something about these people who do not take the time I wait (or others) seriously nor care to give accuratew information as it relates to a program that is time sensitive. She is not the first to exhibit this behavior. As a federal government employee, there is no place for this individual. Customer Service should be just that; a service to the customer.
Thanks,
Sandra

November 30, Dear Ms [redacted] : While we regret the concerns included in Ms***’s complaint, we sincerely appreciate the opportunity to resolve themThis inquiry has been assigned to a member of our Consumer Relationship Analyst Team, who is diligently researching this issueA formal response will be sent to Ms [redacted] shortly, along with our contact information, should any additional concerns arise Best Regards, Consumer Relationship Analyst Team FedLoan Servicing

While we regret the concerns expressed by [redacted] , we appreciate the opportunity to resolve themSince receiving his concerns, Borrower Experience Advocate Heather has been working toward resolutionWe take all concerns regarding customer service very seriouslyHeather will provide [redacted] with a formal letter shortly, along with her direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Wilbert P [redacted] Borrower Experience Advocates FedLoan Servicing | PHEAA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I have had no direct contact with the company, to date, and they did not state whether or not they intend to clear up the disputed payment issues with the credit bureaus Regards, [redacted]

While we regret the concerns expressed by [redacted] , we appreciate the opportunity to resolve themSince receiving his concerns, Borrower Experience Advocate Diego has been working toward resolutionWe take all concerns regarding billing issues and customer service very seriouslyDiego will provide [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Wilbert P [redacted] Borrower Experience Advocates FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted] , we appreciate the opportunity to resolve themSince receiving her concerns, Borrower Experience Advocate Josh has been working toward resolutionWe take all concerns regarding repayment options and billing accuracy very seriouslyJosh will provide [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Jamie H [redacted] Borrower Experience Advocates FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted] ***, we appreciate the opportunity to resolve themSince receiving her concerns, Borrower Experience Advocate Ted has been working toward resolutionWe take all concerns regarding credit reporting and customer service very seriouslyTed will provide [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Wilbert P [redacted] III Borrower Experience Advocates FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted] , we appreciate the opportunity to resolve themSince receiving his concerns, Borrower Experience Advocate Jared has been working toward resolution We take all concerns regarding consumer credit reporting and customer service very seriouslyJared will be providing a formal letter shortly, along with his direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Matt E [redacted] Leader, Borrower Experience AdvocatesFedLoan Servicing | PHEAA

While we regret the concerns expressed by Mr***, we appreciate the opportunity to resolve themSince receiving his concerns, Borrower Experience Advocate Nate has been working toward resolutionWe take all concerns regarding credit reporting and customer service very seriouslyNate will provide Mr [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Wilbert P [redacted] III Borrower Experience Advocates FedLoan Servicing | PHEAA

December 15, While we regret the concerns included in [redacted] ’s inquiry, we sincerely appreciate the opportunity to resolve themThis inquiry has been assigned to a member of our Consumer Relationship Analyst Team, who is diligently researching this issueA formal response will be sent to [redacted] shortly, along with our contact information, should any additional concerns arise Best Regards, Consumer Relationship Analyst Team FedLoan Servicing

While we regret the concerns expressed by *** ***, we appreciate the opportunity to resolve themSince receiving his concerns, Borrower Experience Advocate Ted has been working toward resolutionWe take all concerns regarding credit reporting and customer service very seriouslyTed will provide [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Wilbert P*** Leader, Borrower Experience Advocates FedLoan Servicing | PHEAA

While we regret the concerns expressed by Ms [redacted] , we appreciate the opportunity to resolve themSince receiving her concerns, Borrower Experience Advocate Diego has been working toward resolutionWe take all concerns regarding billing issues and customer service very seriouslyDiego will provide Ms [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Wilbert P [redacted] III Borrower Experience Advocates FedLoan Servicing | PHEAA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: While I recognize these things take time and that I am not the only borrower, I cannot simply accept this response at this timeAn agreeable resolution may arise from this process but until that time, I cannot accept any response from this businessIronic though that part of the original problem was a delay in service Regards, [redacted]

While we regret the concerns expressed by Ms [redacted] , we can assure her that a Borrower Experience Advocate has been working diligently toward resolution and will be sending a formal response to her shortly, directly addressing her concernsWe greatly appreciate her patience as this matter is being review Please let me know if you have any questions Thank you, Borrower Experience Advocate Team FedLoan Servicing

Our records indicate that Borrower Experience Advocate Heather sent a formal response to Ms [redacted] on December 2, 2016, directly addressing her concernsThis response included Heather’s direct contact informationAfter reviewing the response, we encourage Ms [redacted] to reach out to Heather to discuss the matter further As always, please let me know if you have any questions Thank you, Borrower Experience Advocate Team FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted] , we appreciate the opportunity to resolve themSince receiving her concerns, Borrower Experience Advocate Nate has been working toward resolutionWe take all concerns regarding credit reporting and customer service very seriouslyNate will provide [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Wilbert P [redacted] Borrower Experience Advocates FedLoan Servicing | PHEAA

While we regret the concerns expressed by [redacted] , we appreciate the opportunity to resolve themSince receiving his concerns, Borrower Experience Advocate Diego has been working toward resolutionWe take all concerns regarding customer service very seriouslyDiego will provide [redacted] with a formal letter shortly, along with his direct contact information, should any additional concerns arise As always, please let me know if you have any questions Thank you, Wilbert P [redacted] Borrower Experience Advocates FedLoan Servicing | PHEAA

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me After additional discussions with FedLoan Servicing, I now have the requested documents I would still appreciate the additional contact information you could provide should this situation repeat itself in the future Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:The voicemail I received from Nate said he would follow up with a written responseThat was over weeks ago and I'm still waiting for a formal responseThis response today also says I will receive a written responseI'm still waiting for that responseFurther, this customer service reps from this company give me an answer and then I get a differnt answer from another repI can't trust anything from this company unless I get a written responseThis company should not be allowed to service loans

Complaint: [redacted] I am rejecting this response because:---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Sat, Feb 27, at 3:PMSubject: Re: Regarding Complaint # [redacted] To: Revdex.com The status says that my complaint is now closed and will be marked as "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."However, the business never addressed the issues within my complaintThey just sent me a copy of my usual monthly statementMay this answer be changed, because it does not accurately reflect the business's actions, as my complaint was never addressed or attempted to be resolved.Thank you, [redacted] ***