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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello. My name is *******************************. My Great Lakes ID is **********. I am in need of some help. Last year, I didn't have a checking account, just a savings and I thought that I needed a checking account to pay my student loans so I asked someone to please put the money in their account and pay my loan for me from their account. I paid Great Lakes a total of $32,918.59. I now qualify for a refund and they are willing to give it to me. However, they refuse to place the money into an account with MY name matching my student loans account. They also refuse to send me a paper check. They said the money is going to go right bank into the account that was used to pay the loan. Mind you, I have any order of protection against that person and they dont even reside in ******** anymore. They had me call the ********** of EDU and ********** of ******** claiming they can help me. I finally spoke to a nice girl from the ***** of *** and she said that has nothing to do with them nor the **** of treasury. She said Its between my servicer (Great Lakes) and myself. If they took the money, they can change the refund method. I am a single mom of two and im going to loose all of my hard worked money due to Great Lakes. I filed so many complaints with them and spoke to countless supervisors. They said even though the money will go to someone else's account who has a total different name and what not, its not their problem. PLEASE, someone help me. I even told them on student aid.edu, it states "Refund requests can only be made by you and refunded to you, even if someone else made a payment on your loan." and they said that means it goes to someone else. IT MAKES NO SENSE. I just called for the 9th time another # ************. I spoke to someone who said they're a supervisor ****************** She was so rude and nasty saying I don't have common sense that its the correct thing to do. Sending the money back to the original account is the correct thing to do. I REALLY NEED SOME HELP! Thank you
Business response
10/05/2022
Hello-
Attached Final Response.
Thank you.
Initial Complaint
09/24/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
During the payment freeze of the pandemic, I unfortunately paid off my student loan. I since however found out there was a law out there that I did not have to pay for this, and I requested a refund over a month ago. I was told this would be refunded within 30 days. 30 days pass and then now I am told it is 60-75.This is not right. This is a process that is done manually and could be done anytime if they wanted to. I will dispute this with my bank because I am not getting resolution by the business.Business response
10/04/2022
Hello,
I have attached the final response.
Thank you!
Customer response
10/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[This is not a resolution. If anything it is worse, because I had requested this since August. It was tended to 30 days after (and now I do show the balance pending). And I still have NOT received my funds. I paid Great Lakes, not the department of treasury, it serves me to believe this is just an excuse to delay the process.]
Regards,
****** De La *****************Business response
10/13/2022
Hello-
Attached final response.
Thank you.
Initial Complaint
09/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I refinanced my home and took the equity out to pay off my student loan to My Great Lakes April 26, 2022 for $20,862.65. When the ***** administration announced student loan forgiveness I contacted My Great Lakes August 25, 2022 requesting a refund of payments made during the Cares Act. Today I logged on to my student loan and my balance went from $0 back to $20,862.64 so I contacted My Great Lakes to get an update on my refund. Today I was told that since it was paid off by a third party I am not eligible for a refund. Please give me any advice to help me in this situation.Business response
09/28/2022
Hello,
The final letter is attached.
Thank you!
Initial Complaint
08/24/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I called multiple times during July 2022 to inquire about the in-school deferment that I was placed in without my knowledge. I requested to have this deferment made forbearance and dated starting when I was removed on 1/2021. Multiple agents tried to talk me out of forbearance and refused stating it didnt matter.On 7/25/22, I spoke to **** (*****). I returned to school in January of 2021 but was not notified that an in school deferment had occurred. I am not receiving any loans and was told that in school deferment was optional if not taking loans. I never received any emails about a deferment. When notified that they were deferred by my financial planner, I called in July of ****************************************************************************************** forbearance. This didnt occur and the agent completely misunderstood me notating the opposite of what I asked. **** and I discussed these issues as well as the failure of Great Lakes to notify me that I would need to continuously call to ensure that my loans stayed in forbearance. He stated he would make a request for my loan forbearance to be back dated to 7/2021 as a compromise and gave me the information going forward that I needed to call every semester. On 7/26/2022, **** called me stating that the request was accepted and completed and that I should see shortly that my student loans were in forbearance and backdated to 7/26/22. I recorded the call. Within the next couple days my account read that it was in Forbearance but never back dated. I called Great Lakes again on 8/23/22 only to be told that the notes on the account reflected that my account was to be placed in forbearance and backdated but never completed and she didnt understand why this was not taken care of when I had been notified that it was done. I was transferred to supervisor **** who also endorsed seeing the notes but argued it was not completed because they were not going to carry it out regardless of what I was told.Business response
08/30/2022
Hello,
Final response is attached.
Thank you!
Customer response
08/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I appreciate the verification of the back dating to 7/2021 and I understand things can take time however this is not reflected on the Federal Student Aid website at this time.
Further, I was notified that the agreement made on the call on 7/2022 was aparently made incorrectly as I served as an Americorps member from 11/2020-07/2021, completing an ammended service year to complete someone elses failed committment. During my ******************* my loans should have been in forebarence per the ****************** benefits. A service verification has been added here.
As an agreement was made, I thank you for your patience with this request. I understand that you entertaining this request is time not anticipated, however if I had known this should not have been made, this would have been included in the conversation held 7/2022. With the new information provided by AmeriCorps.Gov, I request that the forebearance backdate align with my ****************** continuing 1/2021 through now per my service verification and that this be updated to the Federal Student Aid website. If there is a lag in update time, please notify me so that I can stop complaining. Thank you for your help.
Regards,
*******************************Business response
09/07/2022
Hello,
The final letter is attached.
Thank you!
Customer response
09/12/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. The next steps noted in this letter have been taken.
Regards,
*******************************Initial Complaint
08/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am not liable for this debt with Great Lakes Educational Service Loans with convergent. They do not provide me with the original application like I asked.Business response
08/15/2022
Hello,
The final letter is attached.
Thank you!
Initial Complaint
06/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am not liable for this debt with us **** of education/glelsi and do not have a contract with great lakes educational loan services **** They do not provide me with the original application like I asked.Business response
07/05/2022
The final letter is attached, thank you.Initial Complaint
03/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been paying off loan token 529 for months and on **** when I made this payment it showed that $531.12 was the ONLY amount left to pay off so I paid 100% of $531.12 to loan token 529 which should have completely paid it off. When I checked my account on **** I noticed that this payment was dispersed to every single one of my loan tokens so I called and they corrected the payment and verified that in fact this loan would be paid off once the payment went through. On **** I contacted them again via chat bot because I saw that they had added interest to my account when I should still be under the Covid forbearance. They assured me that would be fixed (which it was) and I again confirmed that this payment would be applied solely to loan token 529. I checked this morning **** and it is now showing that I still owe 152 dollars on the principle to loan token 529 which makes absolutely no sense. Unfortunately I have no screen shots of what I was seeing prior to today on my loan token but I don't understand how it can show one amount one day and then another amount another day. My loan amount either wasn't correct in the first place and wasn't showing the correct amount as I was paying it off or when they re-processed my account after allocating the payment on **** something got screwed up which resulted in more money being added to this loan but I don't feel as if I should have to pay this $152 off. Half of the pages on my student loan account are showing that nothing has been updated since October of 2020 and half are reflecting payments I have been making. Nothing is succinct and it's not my problem that they are not prepared to have monthly payments start up. I have been making payments throughout all of Covid and to have them push back on this one this I've reached out about is absolutely ridiculous. Every time I have called them to have them assist me with something they have created more problems that I end up having to fix and I'm sick and tired of it.Business response
03/31/2022
Please refer to the attached document.Initial Complaint
03/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am concerned that I have paid in full collections from this creditor still present on my credit report as of 03/19/2022 that was originally created 09/14/2014, more than 7 years ago. The payment reference number provided per the greatlakes website is ***************. I am requesting this be removed from my credit report as it is beyond past the age limit and was settled with full payment in 2015. There is no reason for this old PAID school loan to still be present and appearing on my credit reports.Business response
03/28/2022
Hello,
Final letter is attached.
Thank you!
Initial Complaint
03/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Irecentlyreviewedmycreditprofileandnoticedinaccuracies.Iam formally requesting that thesebeinvestigatedproperlywith immediacy.I have been disputing ALL STUDENT LOAN COR/Great Lakes inaccuracies on my credit report for the last year as December 2020 Nelnet and Great Lakes no longer service Student loans.ALL STUDENT LOANS COR/Great Lakes has been reporting as a Duplicate account to Nelnet Both accounts have the same account OPEN date Aug. 29, 2006.NELNET is reporting two Separate accounts $28,354 and $36,033 adding them both together you get $64,387 one dollar off from ALL STUDENT LOAN thats reporting $64,387This account is not showing Disputed on my credit profile.This account is showing OPEN on Equifax and Closed on TransunionThis account is showing TransferredBusiness response
03/17/2022
Hello,
The Final response is attached.
Thank you
Initial Complaint
02/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. **************/GSL/*** bal. $3,827.00 Acct # ******** **************/GSL/*** bal. $2,885.00 Acct # ******** **************/GSL/*** bal. $2,187.00 Acct # ******** **************/GSL/*** bal. $3,159.00 Acct # ******** **************/GSL/*** bal. $4,896.00 Acct # ******** **************/GSL/*** bal. $2,529.00 Acct # ******** **************/GSL/*** bal. $2,539.00 Acct # ******** **************/GSL/*** bal. $284.00 Acct # ******** **************/GSL/*** bal. $5,150.00 Acct # ******** **************/GSL/*** bal. $1,080.00 Acct # ******** **************/GSL/*** bal. $1,880.00 Acct # ******** **************/GSL/*** bal. $1,206.00 ************************* understand that the Office of the Attorney normally provides copies of the complaint forms or information regarding complaints to the business complained about and other private and public agencies. I authorize BBB to give copies or any information on the form to anyone deemed advisable.Business response
03/01/2022
Please refer to the attached document.
Thank you for contacting Great Lakes Educational Loan Services, Inc. (GLELSI). We understand ************************* is asserting he is a victim of identity theft. **************** is concerned about the loan data reflected in his credit files. He is asking us to block the data from his credit files.Identity Theft Information We previously serviced Mr. ******* federal student loans on behalf of the **** Department of Education ***** We investigate potential fraud when we receive documents asserting identity theft.On February 18, 2022, we received a copy of Mr. ******* drivers license, Social Security card, Identity Theft Victims Complaint and Affidavit, and Identity Theft Report with their inquiry. We completed our review under the Fair Credit Reporting Act (FCRA). Based upon his correspondence provided and details of his loans, we were unable to approve Mr. ******* loans for discharge.In addition to the review completed under the ***** we complete a review with *** We have requested school records from ***************************************. Once these records have been received,we will complete a second review, which includes correspondence and previously provided information.We ask for **************** to allow a minimum of 60 days for us to receive records from the school and complete our review. We will provide **************** a detailed letter regarding the outcome of our review by postal mail.Credit Data Furnishing On behalf of *** we must furnish account data to the consumer reporting agencies (CRAs). Under the Fair Credit Reporting Act, we have an obligation to ensure data we furnish is accurate and complete. A trade block can prevent furnished data from reflecting in a consumers credit files. Application or removal of a block is determined by the individual consumer reporting agency.The data we furnished between April 2019 and November 2019 reflected Mr. ******* continued past due status. Based on his request and the information he provided, we carefully reviewed the loans and the corresponding data furnished to the CRAs. Our research indicates the data accurately reflected Mr.
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