Consumer complaint received 2025-01-15 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't temporarily delay making payments
Company: LendKey Technologies, Inc.
State: VA

Complaint narrative:
I would like to file a complaint against LendKey for denying forbearances and forcing borrowers to make full payments when they are having trouble making payments. In XX/XX/XXXX, I requested my first XXXX partial forbearance and received an email from LendKey ( servicer ) stating the following : To allow the request to be processed the credit union lender XXXX XXXX XXXX XXXX XXXX , requires additional documentation from you : Proof of financial hardship/expense : A current medical/dental/vision bill or statement letter, car repair invoice, funeral expenses, moving expenses/u-haul, total loss of property due to natural disaster, etc. 
*Please note, any documents related to monthly expenses such as : rent/mortgage, daycare fees, credit card expenses, other loans, utilities, or insurance payments would NOT be considered a temporary hardship/expense. 

After going back and forth via email, my mom ( XXXX of my co-borrowers ) and I spoke to someone on the phone who basically said the only way they could help me was to become delinquent and then my payment for XXXX months would be double what I was currently asked to pay. This in no way is or should ever be a solution for someone who is having trouble paying {$520.00}. 

Eventually, I learned from a XXXX at XXXX XXXX XXXX XXXX that my application was never sent to them and I was informed that protocol is LendKey collects the application and any documents and forwards this to XXXX XXXX XXXX XXXX, so XXXX XXXX XXXX XXXX can make a decision. Said XXXX had to collect the paperwork herself and approved my forbearance. Keep in mind I was cutting it close as my payment was due in a week. 

While I should not have to tell you, this forbearance was supposed to help me and my co-borrowers save money to help with future payments once the forbearance was over. However, I assume LendKey is aware that the cost of groceries and interest rates are rising. This in turn has led to my co-borrowers having their own financial problems and it does not help when they run into situations such as paying {$1000.00} for a sick cats vet bill, which apparently was not enough for LendKey but it was sufficient for XXXX XXXX XXXX XXXX. I, being the main borrower, have not been able to secure a job due to employers wanting the perfect candidate. Thus, I have no income and as I explained numerous times to LendKey, I am relying on XXXX of co-borrowers who has zeroed out all of her savings. How do you expect me to make payments? 

This brings me to my most recent forbearance request. I was hoping to extend my forbearance for another 6 months. This time, LendKey denied my request citing the following : REASONS FOR DENIAL. The factor ( XXXX ) below are the reason ( XXXX ) for this denial : - The borrower did not meet the minimum payment requirements ( either XXXX full, consecutive payments before applying for his/her initial forbearance, or making XXXX full, consecutive payment between forbearance periods ). 

I asked for proof of where this was stated in my agreement and I was told that Please be advised, per the loan agreement ( page XXXX, section G ) that the borrower may request forbearance at the lender 's discretion. However, NOWHERE in my agreement does it say that I have to make a payment between forbearance periods. After speaking to a point-of-contact at XXXX XXXX XXXX XXXX XXXX I was informed this reason only applies if I have missed any payments and since I have not, there was no reason for the denial. Given my past experience, it would not surprise me if LendKey did not follow protocol in forwarding my application to XXXX XXXX XXXX XXXX. In other words, I believe XXXX is choosing to make their own decision and treating it as XXXX XXXX XXXX XXXX decision, without actually going through XXXX XXXX XXXX XXXX. 

This is very frustrating as LendKey is now forcing me to miss my XX/XX/XXXX payment and will force me to become delinquent, which will have profound impacts on the jobs of my co-borrowers. I also have reason to believe that forcing me to make a full payment between forbearance periods only gives LendKey more proof or reason to deny my forbearance requests. I have messaged XXXX XXXX XXXX XXXX of my concerns and the reply back was that I have to make a payment before my request can be approved. Keep in mind I made a payment of {$150.00} each month during my first forbearance until it expired XX/XX/XXXX. After speaking with my mom, I was made aware of the potential violation of XXXX. 

As I have been informed and was mentioned previously, LendKey IS NOT responsible for making decisions regarding my forbearance requests. The decision remains with XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation