Consumer complaint received 2016-06-18
Company: GREAT LAKES
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
As a XXXX I am allowed six months grace period when I am not enrolled in school. XX/XX/XXXX I withdrew from all my classes, and the grace period began XXXX XXXX. Then I began school again the spring semester XXXX XXXX at XXXX different XXXX colleges. Together the XXXX schools equaled XXXX units. As long as I am in XXXX units my grace period is not effected. I had XXXX units from XXXX school and XXXX from another That is XXXX units. XX/XX/XXXX I got a notice on my email stating that I need to start repayments. I called my loan servicer Grate Lakes and discussed this with them. The employee at Greak Lakes had me mail in XXXX documents, XXXX from each school. The documents were verification of enrollment. The employee also initiated an in school deferment. Then I checked my account at mygreatlakes.com and my account no longer said that I had any payments. So everything was okay. Then later on XX/XX/XXXX I got another email saying I have start paying back my loans. I called them again and they looked up that I had sent in the XXXX documents showing I was enrolled in XXXX units. So the employee at great lakes fixed it again and told me the computer system was not recognizing that I was at XXXX school and that they had to manually input my enrollment. So then the problem was fixed again and my account at mygreatlakes no longer stated that I had to start repayment. Then after the semester ended I got another email saying I need to repay. This is the third time. This time I called them and the employee said that they only had one of the documents I sent in, and that I can not get my grace period back and that my only option is to fill out a forbearance or summer bridged. I feel like this is improper action on their part because the first and second time I had this problem the employees said they received my documents, both of them. Then this last time they said they only had XXXX. Which is impossible because I mailed them both together in the same envelope, and if they had one then they had to have the other. And It was in their computer system the first two times and now its not. And they are saying I ca n't get my grace period back. I know I used up most of my grace period at the end of the fall semester when I withdrew but I should have a month and a couple of days left over. There was nothing I could do on my part to stop this. I did everything I could. I contacted them and called them and mailed in all the documents. I am entitled to my grace period. I did not make any mistake. And they need to do a better job of evaluating documents and filing their documents. In my opinion it is their fault because they cant even put two and two together and realize I am going to XXXX school. They are obviously not capable of properly delivering loan service. I feel like they are doing this on purpose so they can make me start payments. They should be required to keep all the documents they recive or then they should n't be able to have that many accounts. I asked them and they said they probably destroy all the documents and only have what is on their computer system. Someone need to validate everything they receive. They should have to sign a form just like everyone has to do when they get a package from XXXX. I should n't have to do what every they say. It is if they are making up their own policy and I have to follow it. I knew they were going to do this the second time it happened they delayed time until I was out of school then trying to say I am not in school. It is the end of the semester now and no one is in school.

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