Consumer complaint received 2019-03-27
Company: GREAT LAKES
State: MI
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint:
To Whom It May Concern, As of XX/XX/2019 I've been actively trying to seek information and resolve the discrepancy with my student loans. I recently XXXX and noticed an error with my subsidized loans. Out of five of my subsidized loans, I've lost subsidy on four. Though, I did not reach my subsidy limit on amount of loan nor time of program completion. 

I reached out to my loan servicer to understand why subsidy was lost and to report the issue. And though I was given reasons why I could've lost subsidy, none were applicable. I was told to contact the Department of Education by by servicer 's customer service. After speaking to the Department of Education, I was told to contact by educational institution. After contacting my institution by phone, I was told to contact my servicer because, " they did not have control over taking away my subsidy, the servicer 's do ''. Again, I contact my servicer, but request to speak to a manager. I am told by a manager from my servicer to contact my school again because, " they do not have control over my subsidy and just go by whatever the school reports. '' I continued to make multiple in person appointments at my school 's financial aid office. Speaking with the financial aid officers we've made claims with both the XXXX and XXXX. Even with verification from the financial aid officer 's manager that the school reported my correct and timely program completion, both departments couldn't figure out how the error occurred. I even asked a financial aid officer if I could please have the email from his manager stating that the school reported my program information correctly, I was told he would asked if he could later on and never sent it. Even after emailing him for any updates, I received no response. 

I've also spoken with two ombudsman ( one from Great Lakes ) that have told me to again contact my institution. I've also tried to contact a XXXX XXXX XXXX XXXX, but was advised to contact my school. Even after in-person appointments at my school, I'd get email updates stating the faculty still didn't understand anything. After numerous visits to my school to get an answer or any type of update, I was sadly told that the more I emailed or made appointments the more I was wasting time because if they, " knew anything, they'd tell me. '' At this point, I am greatly disheartened and have desperately tried anything I could do to resolve the issue. My subsidy has been lost and interest has continued to accrue for 3 years now. It wasn't supposed to even start until XXXX of this year. Every specialist I've contacted agrees there's an issue with my account, yet no one has resolved it or taken accountability. After graduating, I just wanted to pay off my loans to prevent accrual. I took out so many subsidized loans to avoid accrual because I can not afford tuition on my own and as a XXXX XXXX XXXX who has worked multiple jobs to afford schooling ; I just want anyone to hear me and help take better action on this matter. 

Thank you

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation