Consumer complaint received 2016-07-25
Company: ECMC GROUP, INC.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
I started a Rehabilitation Payment Plan with ECMC in XXXX of XXXX with my first payment being due XXXX XXXX, XXXX. After I started making my payment I continued to receive default notices via email from ECMC to which I would reply informing them that I have been on a Rehabitation payment plan since XXXX XXXX. I did not receive a response to my email. In XXXX of XXXX I received the same default notice from ECMC via mail so I call ECMC and spoke to XXXX reps. I informed the rep that i 'm calling in response to a default notice that I received in the mail and I explain that i 'm currently on a rehab payment plan and have been paying since XXXX XXXX. The rep checks my account and assures me that my account status is current and everything is okay. I stress that I want to make sure there isnt anything wrong because i 'm trying to make good on my student loans so he transfer me to another agent. The XXXX agent also checks my account and assures me that my account is okay and that I probably got the default notice in error. I ask her to please note my account to reflect that I have contacted their office. Even after my email communications and contact via telephone I still continued to receive the same notice via email to which I responded explaining that I am already on a rehab payment plan and I also contacted ECMC who assured me everything is okay, Still I dont receive a response. I assumed it must be a mistake because I 'm not getting any response or cummication from ECMC office. Then in XXXX XXXX I receive a notice again informing me that I am in default and I also receive phone message from an ECMC rep saying that im in default and that he can help me. I call back and speak to a rep and I explain again that I have been on a rehab plan since XXXX XXXX and that I would prefer that he sends me an email detailing exactly what the issue is because i 'm confused as to what is going on. The only response I was getting is that i 'm in default and that he will explain when we speak over the phone. So I call ECMC and speak to a XXXX XXXX who tells me that i 'm in default but that he can help me. I explain again to him that I have been on a rehab plan since XXXX XXXX and that I have contacted his office via email and telephone in XXXX XXXX and was told that my account was good and that I probably got the notice in error. I also told him that I continued to receive the same default notice via email thereafter. He said you are not on a rehab plan but we can help you. I told how is that possible I have an agreement and I have been receive monthly billing for that agreed to amount that I have been paying on time. He then said that I dont have an agreement but he can help me to setup a rehab plan. I told him I just made my XXXX ontime payment and I dont understand what happened. I told him I emailed and contacted his office and was told otherwise. I asked so what about my agreement and payments that i have already paid. He said it doesnt count because I dont have an agreement. I asked to speak to his manager because this is not right. He transferred me to a manager, XXXX, who said the same thing as XXXX and that he understands my unique situation but the only thing he can do for me is recommend to the Dept of Ed that I receive credit for payments that I already made. He also said that he cant guarantee anything but that the only thing he could do was have XXXX setup a rehab plan for me. I told him i dont think that his office 's mistake should be my fault. I asked who else can I talk to so I can straighten out my situation because this is not fair business practice. He said I would have to call the Dept of Ed because they are the only ones that can do anything about my account. I had to choice but to agree to setup another rehab payment plan that started XXXX XXXX because I would have neg consequences.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation