Consumer complaint received 2019-06-08
Company: HEARTLAND PAYMENT SYSTEMS INC
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
To whom it may concern : Heartland ECSI is not a reputable company. Their poor management has led to extra late fees added on my account. Ever since XXXX has switched to them from XXXX ( which apparently went out of business ), I have been having difficulties making payments on time with their irregular emails and paper statements. Below is the summary of my interaction with Heartland ECSI. 

XXXX Notification by XXXX via email that server changed from XXXX to Heartland ECSI. 
-I enrolled on Heartland ECSI online immediately. 
XXXX, XX/XX/XXXX, XX/XX/XXXX paper statements were received via mail and I paid via check because I didnt want to pay extra online processing fees they make you pay. 
XXXX statement was not received via mail or email. XX/XX/XXXX I received an email stating that payment was past due. I called and asked why they didnt send paper statement. They said they did. I changed to e-statements because I thought it may be a problem with the postal service. 
XXXX I received email saying e-statement is due, I paid via check. 
XXXX statement was not received via mail or email. On XX/XX/XXXX I received email saying payment past due. Called and asked why statement was not sent. They said it was. I tried to reverse late fee ( {$6.00} ). 
XXXX statement was not received via mail or email. On XX/XX/XXXX I received email and paper mail that payment is past due. Called again asking why I didnt receive any statement. They said it was. I was really upset because I kept telling them I am not getting either email or paper statement. I only get it when it is past due. They keep telling me there is a problem with my email account because on their record it was being sent. I thoroughly checked my spam and email and there was no record of e-statements being sent. They kept implying it was all my fault. I need to pay no matter if statements are received or not. 
XXXX I called back to demand they investigate with their I.T. why I am not getting initial statements ( email or mail ), but only get them when they are past-due to my correct email and mail address. Opened a ticket #. 
-I received an email XX/XX/XXXX from Heartland ECSI regarding ticket number #. 

Hello Ms.___ I am emailing you in regards to the ticket that was opened to research the fact that you did not receive your Quarterly E-billing notification. After researching the issue, it was determined that there was a system issue that resulted in the quarterly E-billing notice not being sent to you. I have been informed that now that this issue has been identified, this same issue should not occur going forward. I do apologize for any inconvenience that this has caused. If you have any further questions, please contact our customer service team at XXXX. 
Thank you, Call Center Operations Team -This company system issues has caused me much grief over the past year with their irregular statements, and making it my fault why I was late. In regards to me being responsible to paying my bills on time despite having statements : 1 ) These are quarterly statements and hard to remember with a busy life. 2 ) I signed up to receive statements on-line, I requested on phone to receive statements email or paper. They didnt follow through on my request, they stated that statements WILL be sent out. They broke an informal agreement. 3 ) It is unfair that I had to pay late fees because of their system not working. 4 ) They caused me a lot of grief and I wasted time speaking to numerous representatives at each past-due payment in trying to resolve the issue. They kept implying I was not telling the truth in regards to not receiving statements. They offered no resolution to the problem and just said to put it in my calender every three months and go online to check. I told them their online site is useless to me because I cant even pay online because of their added fees to process payments. 5 ) I had to make the active request for them to ask their I.T. to solve the problem. They never once tried to resolve the issue on their own.

I feel I am not the only person with an issue with Heartland ECSI, therefore I had to share my poor experience with this company.

Company response to consumer: Closed with explanation