Consumer complaint received 2023-11-29 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: HEARTLAND PAYMENT SYSTEMS INC
State: AL

Complaint narrative:
XXXX services ( XXXX ) student loans on my behalf. I am making complaints toward both my loans with XXXX XXXX XXXX and XXXX University which both institutions are located in XXXX, Alabama. 

Firstly, my XXXX loan with XXXX XXXX XXXX Acct # ( XXXX ) is in forbearance. However, when I contacted XXXX around early XXXX in order to request a forbearance that would cover an additional year from XX/XX/XXXX thru XX/XX/XXXX, I was told by an XXXX representative that they did not have the loan as the loan was turned over to The Department of Education and to contact them at XXXX. I was aware that the school was about to close its doors because a loan in the amount of XXXX XXXX dollars was denied. However, the school has since found other donors that are helping to keep its doors open. Additionally, I noticed while in my account that the loan was showing as past due. I contacted the Department of Education only to find out that they did not have the loans. I called XXXX back today, Wednesday, XX/XX/XXXX, to inform them of this finding. I was told that they do have the loan and that it was still going out to the Department of Education ; but, I could still request a forbearance on the loan. During conversation with the representative, I asked her how much of a late fee had incurred and she informed me that a late fee of {$40.00} and some change was on my account. I requested that the late fee be removed and she said that it could not. I think this action is wrong as I diligently contacted them regarding this loan. Not to mention all the unnecessary back and forth that I went through in trying to get this resolved. 

Referencing XXXX University, Acct # ( XXXX ) I have XXXX loans that XXXX services XXXX my behalf. I initially contacted XXXX in early XXXX regarding these loans and was told, by a representative, " It is way too early to request forbearances and that they would be sent back if I were to request this early. '' I called back on last week, Tuesday, XX/XX/XXXX and requested a forbearance. I stayed on the phone with the representative and she assured me that both forms were legible. However, I received an E-mail that read, " Bad image - unable to clearly read XXXX. Can not accept any altered paperwork. '' Suffice to say, this was stressful to find out. Delays in processing make the accounts accrue late fees. I have resubmitted the paperwork and awaiting the outcome of my resubmitting of the documents. 

Also, I received a statement from Heartland ECSI that is stating both loans at XXXX have accrued late fees totaling {$2300.00} ( see attachment ) .How can this be when the loans were in forbearance? As I aforementioned I am diligent about keeping my loans in good status. 

When I requested to speak with someone in supervision as I wanted to obtain a better understanding as to what was going on, I was told, " They are busy and can not talk to you. '' I know there should always be someone if not available to call customers back. 

This company needs to be investigated as they cause borrowers ' loans to be delinquent with short times to submit paper work in order to collect late fees. This subsequently places unnecessary hardships and stresses on borrowers.

Company response to consumer: Closed with explanation