Consumer complaint received 2020-03-11
Company: HEARTLAND PAYMENT SYSTEMS INC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
I successfully put my other federally subsidized student loan into deferment with a company called XXXX in XX/XX/XXXX for economic hardship. 

The problem came when I tried to do the same thing with my Federal Perkins Loan through a company called ECSI Heartland. I currently live overseas and there is no way for me to put my loan into deferment. They do not accept online forms. All forms must be mailed to them. I told them that it would take a while to mail the form from overseas and they told me while they wait for the form they will continue to bill me for my loan. They make paying a loan and deferring a loan unnecessarily hard. 

The following conversation happened on ECSI chat feature on their website on XX/XX/XXXX. 
XXXX : Hi! My name is XXXX. Thank you for using Live Chat. One moment please while I access your account. In the meantime, please feel free to visit heartland.ecsi.net/index.main.html # /access/studentLoanAccounts/false to view some common questions regarding your student loan account. I will be right with you! 
XXXX : In accessing your account our records reflect a different address on file. Are you able to verify the address we have listed? 
You : I don't really know the last address you have You : the address I listed is my mothers as I currently live in XXXX You : maybe XXXX XXXX XXXX XXXX, XXXX XXXX, California, XXXX? 
XXXX : That is what we have listed. 
XXXX : Did we need to update? 
You : well my address is outside the country You : or you could use my mothers address the one I listed XXXX : Either address can be listed. 
You : okay use my moms You : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, PA XXXX XXXX : The update has been made. Now are you looking to defer based on enrollment or financial hardship? 
You : yes You : i deferred my other federal student loan in XXXX XXXX : If you are unable to make payment due to financial hardship you can apply for forbearance and or economic hardship deferment. This would require proper paperwork to be completed with proper documentation provided. 
XXXX : To download a forbearance or deferment request form, please go to heartland.ecsi.net. Login is not required to access the forms. You will see Home, Download Forms, and Help Center on the top right side of your screen. Please click on Download Forms. If already signed into your profile, you will see the same link in the same location.

You will then type the name of your school in the field for School Name. If your school is in the drop down, click on the name of your school in the drop down, then Continue. If your school is not listed, you will then click on School Is Not on the List and hit Continue. 
There you will choose the form that best fits your circumstances. 
The completed form must be mailed to the address on the form. Please allow 7-10 business days from the mailing date for processing. You will receive an email when the request has been received and reviewed. 
You : there no way i submit the form online? 
You : cant i use the same form I used in XXXX with my other federal load? 
XXXX : We do not have an electronic option to submit paperwork. All forms are to be printed and mailed back. 
XXXX : The application/form can be different per company/school. 
You : can i get a temporary deferement while i submit the form? 
You : im submitting from outside the us so it will take some time to get to you XXXX : We do not offer verbal stops or holds. The account will continue to accrue until the paperwork is received, reviewed and processed if eligible. 
You : i think this is illegal You : i also think you are lying XXXX : This is based on policy and procedure. Proper paperwork and documents must be received in order for any type of hold to be placed to the account. 
You : im going to make a complaint to The Consumer Finance Protection Bureau ( CFPB ) XXXX : I can submit your concerns in in regards to our procedures. You can also speak with your school to see if they are willing to offer any form of verbal hold as they are your lender. We follow the guidelines in which are provided to us. We can not offer any form of stop with our proper documentation showing you qualify for this option. 
You : Please try # You : The problem with you is that my other loan company put my loan into deferent with a verbal agreement and also accepts online forms You : you guys are making it unnecessarily hard You : this is illegal XXXX : I understand. The policy and procedures can alter and change through each company especially if the company owns the loans. We are a third party servicing company on your lenders behalf. 
You : Are you sure there isn't a way to put my loan into deferment on the federal student loan website? 
XXXX : There is not. Everything runs through us when it comes to the Federal Perkins loan. 
You : I can somehow call XXXX  University and ask them to put a temporary deferment on it? 
XXXX : You can reach out to them but we can not guarantee they will approve the request. They can be reached at XXXX

Company response to consumer: Closed with explanation