Consumer complaint received 2015-10-24
Company: KEYCORP
State: FL
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Don't agree with fees charged

Complaint:
The following letter which I am sending today to the loan processor AES describes the issue ( attempt to collect on my student loan prematurely while in forbearance ) : American Education ServicesXXXX XXXX XXXX, PA XXXX XXXX, XXXXRegarding : Account Number XXXX XXXX XXXX forbearance periodTo Whom it May Concern : Please review and correct your records regarding the forbearance period, and payment due date of my student loan ( please refer to the Monthly Bill dated XXXX/XXXX/XXXX ) and letter dated XXXX/XXXX/XXXX, regarding my in-school forbearance from your office attached. 
I believe this is the third year that your office has attempted to prematurely collect on my XXXX student debt ( s ). 
I am currently a full-time student at XXXX University in XXXX, XXXX, as I was last year when we communicated about my loan 's forbearance status. Also, as communicated last year, I will be a student at XXXX until XXXX. 
Last year, the University shared the following information, which I previously shared with your office : " ... have checked, and your record is there, confirming that you are in full time education. Your lenders should be able to see your status on NSLDS if they search for you by your SSN. I also checked back over the records we submitted to the Clearinghouse ( prior to stopping using them in XXXX XXXX ) and your record was correctly reported using the Clearinghouse service. I do n't understand why your loan servicer is saying that we failed to add them to the Clearinghouse, as we did not have anything to do getting the loan servicer access to Clearinghouse - we only kept the students ' enrolment record updated. The loan servicer would have been responsible for ensuring they could see their borrowers ' status on there. Now that we use NSLDS, your lender will need to ensure that they have access to your record in NSLDS so they can see that you are eligible for a deferment. We do n't normally complete these paper deferment forms, but as you are having problems with your servicer I have done this as an exception for you. If your lender is unable to use NSLDS, or refuses to accept your NSLDS record as evidence that you eligible for a deferment, please let us know, as we will raise this with the Department of Education in the US. They have advised that all loan providers who act as servicers for Federal loans should be using NSLDS to keep track of their borrower 's enrolment status. " As a follow up, XXXX later shared with me : " I think your loan servicer has been reading the data incorrectly : the term dates are given as the XXXX of XXXX to the end of the following XXXX each year, to indicate the academic year in which the update is being made, but the field they should have been looking at was the Anticipated Graduated Date on the Clearinghouse and is the Anticipated Completion Date in NSLDS, which we used from XXXX XXXX onwards. I have checked over the last XXXX updates we made ( which was XXXX XXXX and XXXX XXXX using the Clearinghouse and in XXXX XXXX using NSLDS ) and on each occasion we have reported you as being in full time student with an Anticipated Graduation/Completion Date of XXXX XXXX XXXX. So they have definitely made a mistake in flagging you as delinquent. I very much hope that they now accept that you are and always have been eligible for a deferment since you started in XXXX XXXX ''. 
After sharing the above information, your office apparently realized that the loan was not yet due and discontinued improperly dunning me. Would you please investigate this and see if the same misreading has taken place again this year? Please be sure not to adversely affect my, or my parent 's credit status by reporting inaccurate information to any of the credit reporting agencies. Since this issue has continues to be a problem, I am asking the Consumer Financial Protection Bureau

Company response to consumer: Closed with explanation