Consumer complaint received 2025-08-01 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Earnest Inc.
State: DE

Complaint narrative:
I refinanced my student loans from XXXX to Earnest. My payment was due on XX/XX/year>. I had enrolled in autopay during the loan origination process, so I expected the payment to be processed automatically. 
Around XX/XX/XXXX, I received a call indicating my account was past due. I contacted the number provided and was surprised to learn that XXXX  was still servicing the loan and claimed my payment failed due to a routing number entry error, an issue I was never made aware of. Because of this, I was told I had to make a double payment to bring the loan current. 
I agreed to pay my regular minimum amount of {$990.00} and to make the next scheduled payment on XX/XX/year>. However, the representative insisted I pay the full " past due '' balance despite the fact that the issue resulted from an error, not my failure to pay. 
While processing the {$990.00} payment, the agent played a recorded disclosure attempting to enroll me in a forbearance, which I immediately and explicitly rejected, repeating NO NO NO NO NO. The agent acknowledged that I declined the forbearance, placed me on hold, and later returned to say I should ignore the disclosure and that my payment amount would remain at {$990.00}. 
Shortly after this call : My billing statement showed an increased monthly payment, contradicting the agent 's assurance. 
Earnest stated I had been placed on a payment plan through XXXX, which had since ended. I never agreed to a plan or was informed of its existence beforehand. 
I emailed Earnest to request clarification and resolution, and to date, I have received no response on what happened. 
These actions have caused confusion, financial distress, and may constitute violations of several consumer protection laws, including : Truth in Lending Act ( TILA ) Failure to provide accurate, timely, and complete disclosures about loan terms and unauthorized changes to the repayment structure.

Fair Debt Collection Practices Act ( FDCPA ) Misrepresentation of loan status and unauthorized placement into a forbearance or repayment plan may violate protections under 15 U.S.C. 1692e. 
Consumer Financial Protection Act ( Dodd-Frank Act, Title X ) The conduct described constitutes unfair, deceptive, or abusive acts or practices ( UDAAPs ) in violation of 12 U.S.C. 5531 and 5536.

Given the mishandling of my account, the lack of transparency, and the refusal or inability to correct the issue, even after direct outreach, I am formally requesting full discharge and cancellation of the loan based on : Documented violations of federal consumer protection laws, The unauthorized application of a forbearance and payment plan, The financial harm incurred, and The continued failure of Earnest to respond to my written inquiry. 
I am also requesting : 1. A full investigation into Earnests and XXXX servicing practices. 
XXXX. An assurance that any adverse credit reporting related to this issue will be corrected, if any. 
Should this issue not be resolved in a timely and just manner, I reserve the right to pursue additional remedies under law, including legal action and reporting to other regulatory bodies. 

Also, please listen to the associated call with the XXXX agent and Earnest agent in relation to this matter.

Company response to consumer: Closed with explanation