Consumer complaint received 2022-06-09 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: HEARTLAND PAYMENT SYSTEMS INC
State: AZ

Complaint narrative:
I started the process to receive loan cancelation with ECSI ( XXXX ) loan servicer on XX/XX/22. I reached out directly to their customer service to clarify what I need to do and submit to receive the credit for working a teaching position that qualifies to cancel my loan. I have a loan called the XXXX loan through XXXX and if you teach at a public school then you can get your loan cancelled overtime. 

I also worked directly with XXXX and XXXX representatives to clarify the paperwork was done correctly. They stated through email and chat, that it was in fact. Moving forward a few more weeks and the paperwork was rejected. I followed up with ESCI directly, as they were the ones that told me how to do it and then turned around to reject it. They told me they told me the wrong information and that what they're telling me now is in fact correct. 

I went ahead and fixed what they told me to do and submitted again. They rejected it once again and told me again through chat that they gave me wrong information again. At that point I contacted XXXX directly through their XXXX department and received no response until about 4 months later ( present day ). I explained to XXXX the same situation in the original email and told them ECSI gave me wrong info and then denied my loan based on their own instructions. 

I finally was able to reach a real person on the phone and they told me how to fix the paperwork. I resubmitted and it was soon rejected again. When I called back I asked for a supervisor. The supervisor apologized and told me it was on them again. She told me exactly how it should be done and that if I submit, she will personally get it processed. From there it was again rejected. This was all taking place over the course of 4 months or more, all the rejection and back and forth. 

I emailed the supervisor and she stated in emails that it looks perfect, that it was finally done correctly. She said it was submitted and approved. That the changes will take effect shortly and there is nothing more for me to do other than complete my contract with the school I was working for. I completed the contract and followed up with XXXX, as the status for my loan cancelation AND my deferment was not completed. I was originally taking care of both documents at the same time, as I am in my masters program and teaching. So I am entitled to the payments to be paused and the loan to be cancelled for the half year I have completed. 

I reached out to XXXX again in their XXXX department to alert them that a supervisor told me in writing after five or more submissions that it's still not done. The last time I spoke to ECSI ( last week ) they told me again they made a mistake and that a ticket will be created. Well XXXX reached out to them finally and they told XXXX false information about my contract, they lied about dates I put and did not own up to their mistake. Placing all blame on me. 

Though it will take some time to gather, I have most of the emails, screenshots and evidence of every time ECSI falsified information to me in order to prevent me from cancelling my loan or postponing payments. They've broken the contract I've signed at this point by purposely preventing me from receiving what was promised and I myself have held my end, which was XXXX XXXX XXXX XXXX XXXX XXXX XXXX Plus I started my XXXX, which they and XXXX at XXXX told me would qualify to have my payments paused till I complete the coursework.

Company response to consumer: Closed with explanation