Complaints

This profile includes complaints for The NHHEAF Network Organizations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The NHHEAF Network Organizations

  4 Barrell Ct Concord, NH 03301-8543

• 

  The NHHEAF Network Organizations

  PO Box 2087 Concord, NH 03302-2087

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In a letter dated August 8, 2024 ******************** informed me that IBR related loan forgiveness will take at least 20 years rather than 12. I signed up for IBR (Income Based Repayment), as a graduate with a student loan debt, when my student loan was serviced by Granite State Management. For 12 consecutive years I have had IBR. In 2022, however, I was informed that Granite State Management transferred my loan debt to ********************. They did that without my signed, written or informed consent.

  Business Response

  Date: 09/05/2024

  Based on information provided by ******************** to Granite Edvance Corporation (formerly New Hampshire Higher Education Loan Corporation and doing business as Granite State Management & Resources), it appears that her Federal Direct Loan(s) that were previously serviced by Granite State Management & Resources on behalf of the *************** of Education were transferred to ********************* along with all other Federal Direct Loans.
  

  As a result of the transfer, Granite Edvance Corporation does not have access to Ms. ********* information related to her Federal Direct Loan account(s).  We recommend that ******************* continue to direct her loan questions to EdFinancial Services: ********************* P.O. ******************************-6008.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22219463
  
  I do not accept the business's response as a resolution to my complaint because Granite State Management should at least ******* written documentation of its *** policy during the onset of the *** case associated with the student loans that were transferred to Edfinancial Services.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/17/2024

  Granite Edvance Corporation Granite Edvance (formerly New Hampshire Higher Education Loan Corporation and doing business as Granite State Management & Resources) is in receipt of Ms. ********* follow-up to the complaint initially received on September 3, 2024.  We understand that ******************** would like Granite Edvance to provide written documentation of its Income Based Repayment (***) policy during the onset of the *** case associated with the student loans that were transferred to *********************
  
  As noted in its response to the initial compliant provided on September 5, 2024, Granite Edvance serviced loans on behalf of the *************** of Education. Any documentation and/or policies related to *** and Ms. ********* Federal Direct Loan account(s) would need to be obtained by the *************** of Education or her current servicer, *********************  Contact information for ******************** is below:
  
  ********************
  P.O. Box 36008
  *******************-6008

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22219463
  
  I do not accept the business's response as a resolution to my complaint because I believe the business I contacted can provide a written copy of the *** policy, regarding the possibility of forgiveness after 10 or 12 consecutive years in ***, in effect for Granite State at that time as Granite State was my loan servicer then.

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with GRANITE STUDENT LOANS. I do not have a contract with US DEPARTMENT OF EDUCATION, they did not provide me with the original contract as I requested.

  Customer Answer

  Date: 07/08/2024

  In 2016, I attended trade school and secured student loans from a private lender., non-US Department of Education. Suddenly, I see that they have transferred my loan from the private agency to the US Department of Education. Who I never had a contract with. Why am I responsible for these student loans? 

  Why am I accountable for these student loans without any contractual agreement in place, even if they were sold or transferred to the U.S department of Education? 

  Business Response

  Date: 07/15/2024

   

  Granite Edvance Corporation (Formerly New Hampshire Higher Education Loan Corporation and doing business as Granite State Management &Resources) is unable to locate the complainant in our system using the name,email address, telephone number, and mailing address provided.  In the event that ************ had a Federal Direct Loan that was previously serviced by Granite State Management & Resources on behalf of the US Department of Education, his account would have been transferred, with all the other Direct Loans that we previously serviced, to *********** Services.
  
  As a result of that transfer Granite Edvance Corporation no longer maintains the authority to access information related to Federal Direct Loan accounts. We recommend that ************ direct any questions to the new servicer, *********** Services. ***********s contact information is:

  
  Edfinancial Services
  P.O. Box 36008
  *******************-6008

• Initial Complaint

  Date:01/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not liable for any debts with Granite State management because I have no contract with them or any of their subsidiaries or with their parent company. Despite numerous demands they have not provided me with a copy of any alleged contract with them. I respectfully demand this account be removed from my credit account immediately.

  Business Response

  Date: 02/02/2024

  Granite Edvance Corporation (Formerly New Hampshire Higher Education Loan Corporation and doing business as Granite State Management & Resources) is unable to locate the complainant in our system using the name, email address, telephone number, and mailing address provided.  In the event that Ms. ************** had a Federal Direct Loan that was previously serviced by Granite State Management & Resources on behalf of the US Department of Education, her account would have been transferred, with all the other Direct Loans that we previously serviced, to EdFinancial Services.
  
  As a result of that transfer Granite Edvance Corporation no longer maintains the authority to access information related to Federal Direct Loan accounts. We recommend that Ms. ************** direct any questions to the new servicer, EdFinancial Services. EdFinancial’s contact information is:

  Edfinancial Services
  P.O. Box 36008
  Knoxville, TN 37930-6008

  Customer Answer

  Date: 02/08/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I'm providing proof that this company has been damaging my credit for years and they need to stop. They are absolutely responsible for removing their ugly marks from my credit. Thank you for your assistance

  
  Sincerely,
  
  ********* **************

  Business Response

  Date: 02/14/2024

  Complaint#: ********

  Granite Edvance (Formerly New Hampshire Higher Education Loan Corporation and doing business as Granite State Management & Resources) appreciates the additional information provided by Ms. **************.  The additional information included communication sent to her by GSM&R regarding the missed payments and the potential for negative credit reporting, as well as the complaint she filed with the Consumer Financial Protection Bureau which was responded to by GSM&R in September of 2018. Based on this information, it appears as though Ms. ************** was delinquent on her student loan account due to missing multiple payments in 2018. A delinquency at the level noted in the response to the CFPB complaint, that Ms. ************** provided, would have been reported to the credit reporting agencies.
  

  As previously stated, Granite Edvance Corporation no longer maintains the authority to access information related to Federal Direct Loan accounts. We recommend that Ms. ************** direct any additional questions to the new servicer, EdFinancial Services. EdFinancial’s contact information is:
  

  Edfinancial Services
  P.O. Box 36008
  Knoxville, TN 37930-6008

  Customer Answer

  Date: 02/19/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: Edfinancial Services is not named on my credit. Therefore Edfinancial Services has nothing to remove. Granite State under any name old or new needs to remove any and all of their own information from my credit and should have in 2018 as that is when they sold the debt. They clearly admit they no longer have anything to do with my account and have not since 2018, so they need to remove all of their information from my credit. This is 100% on Granite State under any name to remove any and all of their own names as I owe them nothing and they clearly stated as much. Granite State under any name is committing securities fraud and theft by continuing to exploit my credit and my social security number. It is as of 2018 no longer their business, whatever accusation they've leveled against me, and they need to remove their information, every last bit, immediately. THEY ARE IN VIOLATION OF THE FAIR CREDIT REPORTING ACT BY ACTING IN DISHONOR AND COMMITTING SECURITIES FRAUD. 

  Sincerely,
  
  ********* **************

  Customer Answer

  Date: 02/20/2024

  Additionally, Granite State under any name refused to provide any proof that I owe debts. They did not provide any original loan applications that I demanded and have every right to, any proof of where the alleged loans came from such as me actually being the creditor or if the alleged original "lenders" "loaned" me securities from other people, any allonges or endorsements by the alleged original lenders, any proof I authorized the transfer of these alleged securities to them or any other "lender", nothing. They have no claim, start to finish. Why would anyone pay any bill when there is no proof of debt? It also says on my credit that their entries are to be removed in August of 2023, if they were even legitimate entries. It's now six months later and they refuse to remove their entries. It's almost like they want revenge or something equally unprofessional, discriminatory, and illegal. 

  Business Response

  Date: 02/28/2024

  As of March 31, 2022, Granite Edvance Corporation (formally known as Granite State Management & Resources) no longer holds or has access to any documents belonging to the U.S. Department of Education. All documents previously retained by Granite State Management & Resources were transferred to EdFinancial Services. Derogatory credit reporting due to missed payments remain on the credit report for 7 ½ years from the date the account was first reported delinquent. If Ms. ************** is looking for loan documents to substantiate the debt, we recommend she reach out to the U.S. Department of Education. Contact information for the U.S. Department of Educations is:
  
  U.S. Department of Education
  **********
  Federal Student Aid Information Center (FSAIC)
  1-800-433-3243
  

  Business Response

  Date: 02/28/2024

   

  Additional information to the consumers 2nd part of consumer's rejection of the response provided on 2-14-24 -

  Ms. **************’s debt is with the U.S.  Department of Education, Granite State Management & Resources (now known as Granite Edvance Corporation)) was a contracted loan servicer at the time of the credit bureau reporting in question. Information previously provided by Ms **************, regarding missed payments, was indicative of the delinquent reporting on her student loan account in 2018 by Granite State Management & Resources. Under the Fair Credit Reporting Act, information furnishers like Granite State Management & Resources are required to accurately report payment information. Based on the available information, it appears that Granite State Management & Resources fulfilled that requirement.

  As previously stated, Granite Edvance Corporation (formally known as Granite State Management & Resources) no longer maintains the authority to access information related to U.S. Department of Education Loan records. We recommend that Ms. ************** direct any additional questions or document requests to the U.S. Department of Education. Contact information for the U.S. Department of Educations is:
  
  U.S. Department of Education
  **********
  Federal Student Aid Information Center (FSAIC)
  1-800-433-3243

  
  

  Customer Answer

  Date: 02/29/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: No one is asking formerly GSM to access my records. They need to remove all of their entries from my credit report. This is a simple request and requires an immediate and simple removal of their entries from my credit report. They are no longer involved and have no complaint regarding alleged late payments. The screenshot is from my TransUnion report where all entries show that they are to be removed in August of 2023. They are clearly violating the Truth In Lending Act with their claims of contracts with others instead of directly contracting with me, and they are abusing and violating the Fair Credit Reporting Act by refusing to comply with. I will be sure to include all of their messages and excuses when I file an IRS complaint against them. 

  
  Sincerely,
  
  ********* **************

  Customer Answer

  Date: 02/29/2024

  They are long overdue in removing their entries from my credit reports, as show in this screenshot from TransUnion. They must remove all entries immediately. 

  Customer Answer

  Date: 03/04/2024

  As GSM has their info on my credit, they need to remove their info. They never proved that I owe any money at all. I demanded all original loan applications and transfers of money and they didn't provide a single document that proved loans were taken out in my name. It's not up to any other corporation to remove GSM info. GSM says they no longer service these alleged loans anyway so they need to remove their info from my credit, all entries. Immediately. Their claims of late payments on loans they couldn't prove exist are an excuse to punish me. This violates consumer protection laws, the Truth in Lending Act, and the Freedom of Information Act. If GSM refuses to remove their name from my credit, every last instance of it, I will have no choice but turn them into the IRS and the SEC for fraud. LAST CHANCE.

  Business Response

  Date: 03/06/2024

  As previously stated, Granite State Management & Resources (now known as Granite Edvance Corporation) was a U.S. Department of Education contracted loan servicer. The contract between the two entities is no longer active. All records and authority to access information related to the U.S. Department of Education loan records by Granite Edvance is no longer allowed.

  Once again, Granite Edvance recommends that Ms. *************** contact the U.S. Department of Education for documentation confirming her debt or additional information at:
  

  U.S. Department of Education
  ********** Federal Student Aid Information Center (FSAIC)
  1-800-433-3243

• Initial Complaint

  Date:10/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for public student loan forgiveness in April of 2022. once my application was processed though student aid . gov my loans were transferred from GSM&R to Student Aid and then to Mohela. GSM&R forgot to update the national student loan database. so my loans were doubled. one set with GSM&R and one with Mohela. after my application not being processed for 18 months and multiple phone calls / hours of being on hold someone finally found out what happened. Mohela said GSM&R didn't update the database back when I applied and was accepted. Now because of that the Dep. of Education has not calculated my payments and I have to begin paying my student loans this month. I've made the 120 qualifying payments in 2017 since the program back dates to 2007.

  Business Response

  Date: 10/11/2023

  Granite State Management & Resources (GSM&R) has reviewed Mr. ******’s account in order to better understand his inquiry. GSM&R previously serviced Mr. ******’s Federal Family Education Loan Program (FFELP) Consolidation loan that was originated January 6, 2004.
  
  According to our records, the loan was paid in full by consolidation on July 29, 2022. As of the date of this response, there is no outstanding loan balance with GSM&R.
  
  A review of the account shows that GSM&R first spoke to Mr. ****** regarding this matter on September 15, 2023. On September 18, 2023, GSM&R had informed Mr. ****** by telephone and email that GSM&R reviewed the National Student Loan Data System (NSLDS) and confirmed that the records were not updated as anticipated. GSM&R worked with the guarantor (Trellis) to update the loan balance and status on NSLDS. On September 17, 2023, NSLDS was updated to reflect that the loans associated with GSM&R are reporting with a $0 balance and are showing paid in full through consolidation as of July 29, 2022. GSM&R is no longer listed as a current servicer on any of his outstanding Federal loans. During those communications, GSM&R apologized for any inconvenience and frustration this had caused him.
  
  In regards to PSLF eligibility, GSM&R is unable to speak to the PSLF determination that Mr. ****** received from his current servicer. GSM&R would encourage Mr. ****** to contact his current servicer, MOHELA with questions regarding PSLF.
  
  GSM&R would like to extend their sincere apologizes again for the delay in updating NSLDS to reflect the consolidation that occurred in 2022.
  
  We hope Mr. ****** finds this information helpful.
  
  If Mr. ****** has any additional questions, he should be encouraged to contact us at:
  
  GSM&R
  **** *** **** ******** ** ********** **************

  Customer Answer

  Date: 10/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 Loan groups provided in 2004 by GSMR. Loan A totaling 5002.98 in 2003/2004, Loan B totaling 5002.98 in 2004/5 and loan C totaling 5000 in 2005. The total loan amount of 15006.96. On 6/14/2022 I had paid 15063.08 in total payments to GSMR. GSMR has been unresponsive in resolving my loans and are now stating that I still owe them 15029.85. I have payment history indicating that I have paid back my total loan amount. In the time since my communication with GSMR they have since agreed to sell their companies and now I have a new company that is stating they are moving all my loans under their business. GSMR is unresponsive and I am filing a formal complaint as noted.

  Business Response

  Date: 11/16/2022

  Granite State Management & Resources (GSM&R) has reviewed Mr. ********** account in order to better understand his inquiry. GSM&R is currently servicing three private TREE loans for Mr. ********. Each loan had an original loan amount of $5,000.00 and were disbursed in October 2003, July 2004, and April 2005 to fund his post-secondary education at ******** College. The loans converted to repayment in June 2007 following Mr. ********** departure from school.  The loans were disclosed with a loan term of 240 months and a first payment due date of July 15, 2007.  The current balance that Mr. ******** still owes on these loans is $15,057.44.   
  
  Mr. ********** TREE loans are variable rate loans and accrue interest on a daily basis.  Mr. ******** began his repayment period using the Standard Repayment Plan and requested to enroll in the Graduated Repayment Plan option in November 2010. Graduated Repayment is designed to start with smaller, more affordable payments that gradually increase with every 24 payments made through the remainder of the loan term.
  
  The election of the Graduated Repayment Plan, in addition to inconsistent payment history and the use of payment suspension options, has resulted in a slower pay down of interest and principal for Mr. ********.  Mr. ******** has used approximately 24 months of Economic Hardship Deferment, three months of In-School Deferment, and one month of Administrative Forbearance to postpone his payments.  Interest continued to accrue during these payment suspension periods, and unpaid accrued interest was capitalized, added to the loan’s principal balance, following the end of the deferment or forbearance periods, which increased the total amount owed.
  
  In addition to this inquiry, on November 7, 2022, Mr. ******** called and emailed our Customer Service Department detailing his concerns and requesting that GSM&R consider his settlement offer. Other than these recent inquiries, Mr. ******** has not communicated with GSM&R since February 2019. Please be advised GSM&R has not transferred ownership of its companies, and will continue to service Mr. ********** loans.
  
  GSM&R will be sending Mr. ******** a copy of his payment history as well as the Master Promissory Notes.
  
  We hope Mr. ******** finds this information helpful to understand his current balance on his loans serviced by GSM&R.
  
  If Mr. ******** has any additional questions, he should be encouraged to contact us at:
  
  GSM&R
  P.O. Box 2097
  Concord, NH 03302-2097
  1-800-719-0708

  Customer Answer

  Date: 11/18/2022

  
  Complaint: 18365417
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ******* ******** ***