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Complaint Details
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Initial Complaint
02/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was on an extended repayment plan with Great Lakes Educational Loan services (mygreatlakes.org) and after the covid related deferment of student loan payments they put me on a 10 year plan. They have agreed that this was a mistake and I should remain on the extended plan as my original loan amount was large enough to do so. A couple of months back I was told this would be corrected and after logging in yesterday I see that it is still not. After calling them again they made me believe that I should just wait but I am certain if I do that nothing will happen and I will expected to make a large payment each month. This was admittedly their mistake so they need to put me back on the extended payment plan as agreed. Account number **********
Business response
02/24/2022
The final response for ******* is attached. Thank you!Initial Complaint
01/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
i sent in loan forgiveness and or debt cancellation application and want to be added to the 170k claims.Business response
01/23/2022
Hello,
We have received this message incorrectly. Unfortunately, we receive a lot of inquiries from people regarding their "student loan".
We are a clothing brand and manufacturer and multiple people are getting us confused with: https://mygreatlakes.org
Can you please re-route this to the correct business?
ThanksBusiness response
02/01/2022
Please refer to the attached document.Initial Complaint
01/05/2022
- 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. *** **** OF ************** $0.00 Acct # ******** I 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
01/17/2022
Thank you for contacting Great Lakes Educational Loan Services, Inc. (GLELSI). We understand ******************************** is a victim of identity theft. She is disputing the loan data furnished to the consumer reporting agencies. *************************** is asking us to apply a block to the loan data she is disputing.We previously serviced *************************** federal student loans on behalf of the **** Department of Education **** and Key Education Resources. We serviced the Federal Family Education Loan (FFEL)Program ******** Loans between June 2009 and September 2010.Identity Theft Information If someone unlawfully used *************************** identity without permission to take out federal student loans, we require some information from her to initiate an investigation. Based on origination details of the loans, we can only investigate *************************** FFEL ******** Loans disbursed on June 18, 2009 for her education at ******************.We have enclosed a packet of information that explains the requirements for an investigation into a claim.*************************** can visit StudentAid.gov/feedback-ombudsman/disputes/common-issues for more information.Data Furnishing Information On behalf of lenders, we must furnish *************************** loan data to the CRAs. Under the Fair Credit Reporting Act, we have an obligation to ensure data we furnish is accurate and complete.As of September 22, 2010, we no longer service loans under *************************** name. We stopped furnishing *************************** loan data in September 2010 because the loans were transferred to Nelnet for servicing. Since loan data is typically removed by the CRAs after seven years, data from GLELSI/ED should no longer show on her credit report.If *************************** has evidence that our data remains on her credit report, she may send us a copy of the report so we can investigate. The document(s) may be sent using our contact information at the bottom of this page.*************************** may view additional detailed loan information through EDs website, StudentAid.gov.EDs website shows her loans were paid by consolidation in March 2020. The Direct Consolidation Loan is serviced by the ******** Higher Education ************** (MOHELA).We are unable to adjust, verify, or comment on data furnished by another student loan servicer. For current loan information, *************************** can contact MOHELA by telephone at *************, or through their website, MOHELA.com.I hope you find the information provided helpful when following up with ********************************. For additional questions or concerns, *************************** may contact us using the contact information at the bottom of the first page.Sincerely,Jes Solutions Specialist II Great Lakes Educational Loan Services, Inc.Enclosure (Note: Identity-sensitive information has been redacted from the enclosed documents.)? Loan Discharge Application: Forgery form Please refer to the attached document.
Initial Complaint
12/28/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I unfortunately attempted to file a complaint against them through the ************************** **** they did nothing to solve the issue. From what I understand, they just removed my email from my account so now not only can I not access my account at all prior to this, ,I no longer have any means to access my student loan information. I had filed a complaint because Great Lakes Borrowers were sending me threatening emails that made no sense with my terms for my loans. All I asked were the emails be stopped so instead they removed my email from my account which was the only way I had to get into my account. This is truly why student loans should be canned. This is such a nightmare to deal with and now I have absolutely no way to access my information all because they don't know how to stop their scamming.Business response
01/10/2022
Please refer to the attached document.Initial Complaint
12/21/2021
- Complaint Type:
- Billing 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. 1. USDOE/GLELSI bal. $0.00 Acct # **********Business response
12/30/2021
Please see the attached document.
Dear *******************:Thank you for contacting Great Lakes Educational Loan Services, Inc. (GLELSI). We understand ************************* is asserting he is a victim of identity theft and that he did not give consent for his personal information to be used. ************** is asking us to adjust the data previously furnished to his credit files.We previously serviced Mr. ****** federal student loans on behalf of the **** Department of Education ***** In February 2020, his loans were paid in full by payment.Identity Theft If someone unlawfully used Mr. ****** identity without permission to take out federal student loans, we require some information from him to initiate an investigation. We have attached a packet of information that explains the requirements for an investigation into his claim. ************** can visit StudentAid.gov/feedback-ombudsman/disputes/common-issues#discharge for more information.This chart lists Mr. ****** loan disbursement details
Initial Complaint
11/17/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Received an email to re-enroll for autopay. When I click the link it says "this page has expired". I attempted to log into the website and re-enroll in auto pay and it told me it would auto process a payment and payments would start again on the first of the next month which makes no sense. Tried calling and they said that is how it work. Yet these accounts are supposed to be in forbearance. They are just trying a terrible company to work with. Talk about not following government regulations and rules. They just don't want auto pay to work right so they don't have to give the ****% interest rate reduction and can charge late fees when these resume.Business response
11/29/2021
Weve reviewed our records and found no account for the person that filed the complaint against ********* In addition, since ********* does not offer customers a .25% interest reduction for signing up for automatic payments, we believe the complaint was misrouted to ********* vs. Great Lakes Educational Loan Services **** who does offer customers an automatic payment incentive.
Thanks,
*****************************
Associate Ombudsman
************
Business response
12/09/2021
Please refer to the attached document.
Thank you for contacting Great Lakes Educational Loan Services, Inc. (GLELSI). We understand Mr.********************* experienced difficulty when confirming he would like Auto Pay to resume after his forbearance ends. He is concerned about having payments withdraw prior to the forbearance ending on his account. ************** is a asking us to ensure he will receive the ****% interest rate reduction and avoid late fees when his loans enter repayment.We currently service Mr. ****** federal student loans on behalf of the **** Department of Education ***** On March 27, 2020, the Coronavirus Aid, Relief, and Economic Security (CARES) Act was enacted to provide broad relief in response to the Coronavirus disease 2019 (COVID-19) for federal student loan borrowers whose loans are owned by *** As a result, an Administrative CARES Forbearance was applied to Mr. ****** account effective March 13, 2020. No payments are currently due, and the interest rate is set to 0%.On October 26, 2021, we sent an email requesting ************** to confirm whether he would like to continue recurring automated monthly payments through Auto Pay when the Administrative CARES Forbearance ends. On November 16, 2021, the notification was emailed to him again. We apologize for the frustration ************** experienced upon clicking the link in the email.On November 17, 2021, at 9:47 a.m. Central Time (CT), ************** selected to opt in for Auto Pay. This completed the process for Auto Pay to continue after the Administrative CARES Forbearance ends.At 9:53 a.m. CT, ************** submitted a request through his MyGreatLakes.org online (MGL) account to have $250.00 payments withdrawn by Auto Pay on the 1st of each month during the current nonrepayment status. This request scheduled Auto Pay to begin on December 1, 2021, during the Administrative CARES Forbearance.At 9:54 a.m. CT, ************** submitted an additional request through his MGL account to deactivate Auto Pay. Confirmations of Mr. ****** requests were sent to his MGL account *************** Copies of the notifications are attached.Deactivation stops any future Auto Pay debits. ************** may reenroll through his MGL account at any time. With Auto Pay deactivated, ************** will be responsible for making scheduled monthly payments using another method when in repayment. Page 2 ********************* Once Mr. ****** payments resume using Auto Pay, he will again become eligible for the ****% interest rate reduction offered during repayment status with Auto Pay enrollment. This incentive does not apply during periods of non-repayment.Additional Information Mr. ****** loans are scheduled to enter repayment on February 1, 2022, under the Extended Level Repayment plan with an estimated $204.56 monthly payment. If the estimated monthly payment will cause ************** financial hardship, he should contact us to discuss available repayment and assistance options.We have included loan details within the enclosed documents and in the table below. The total balance provided is not a payoff amount. ************** must contact us for this information. He may view additional loan information through our website, MyGreatLakes.org and ******* Student Aids* (FSA) website,StudentAid.gov.Loan Summary for Great Lakes ID ********** as of December 9, 2021 Loan Program Loan Type Loan Status Total Balance Principal Interest ******* Direct ******** Loan Program ******** (798581)Administrative CARES Forbearance $27,813.45 $27,759.65 $53.80 * ********** of ******* Student Aid is a part of *** They are responsible for offering free assistance to students, parents, and borrowers throughout the financial aid process and managing the current federal student loan portfolio. Additional information is available at FSAs website, StudentAid.gov/about.I hope you find the information provided helpful when following up with **************. We want to help ************* successfully manage the loans throughout the repayment term. For additional questions or concerns, ************** may contact using the contact information on the first page.Sincerely,Jes Solutions Specialist II Great Lakes Educational Loan Services, Inc.Enclosures (Note: Identity-sensitive information has been redacted from the enclosed documents.)? ******* ******************** Loan Master Promissory Note ? GLELSI letter dated November 17, 2021 ? GLELSI Notifications Auto Pay Changes Submitted, Auto Pay Deactivated, Account Summary,Status History, Payment History
Customer response
12/10/2021
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 am rejecting the response because their re-enrollment did not work. I would be required to pay back before the end of the forbearance. When I called I was told it would automatically resume auto pay but this information is not telling me different.
Regards,
*********************Business response
12/20/2021
Please refer to the attached document.
Thank you for contacting Great Lakes Educational Loan Services, Inc. (GLELSI). We understand Mr.********************* experienced difficulty when confirming he would like Auto Pay to resume after his forbearance ends. He is concerned about having payments withdraw prior to the forbearance ending on his account. ************** is a asking us to ensure he will receive the ****% interest rate reduction and avoid late fees when his loans enter repayment.We currently service Mr. ****** federal student loans on behalf of the **** Department of Education ***** On March 27, 2020, the Coronavirus Aid, Relief, and Economic Security (CARES) Act was enacted to provide broad relief in response to the Coronavirus disease 2019 (COVID-19) for federal student loan borrowers whose loans are owned by *** As a result, an Administrative CARES Forbearance was applied to Mr. ****** account effective March 13, 2020. No payments are currently due, and the interest rate is set to 0%.On October 26, 2021, we sent an email requesting ************** to confirm whether he would like to continue recurring automated monthly payments through Auto Pay when the Administrative CARES Forbearance ends. On November 16, 2021, the notification was emailed to him again. We apologize for the frustration ************** experienced upon clicking the link in the email.On November 17, 2021, at 9:47 a.m. Central Time (CT), ************** selected to opt in for Auto Pay. This completed the process for Auto Pay to continue after the Administrative CARES Forbearance ends.At 9:53 a.m. CT, ************** submitted a request through his MyGreatLakes.org online (MGL) account to have $250.00 payments withdrawn by Auto Pay on the 1st of each month during the current nonrepayment status. This request scheduled Auto Pay to begin on December 1, 2021, during the Administrative CARES Forbearance.At 9:54 a.m. CT, ************** submitted an additional request through his MGL account to deactivate Auto Pay. Confirmations of Mr. ****** requests were sent to his MGL account *************** Copies of the notifications are attached.Deactivation stops any future Auto Pay debits. ************** may reenroll through his MGL account at any time. With Auto Pay deactivated, ************** will be responsible for making scheduled monthly payments using another method when in repayment.
Initial Complaint
11/15/2021
- Complaint Type:
- Billing 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.1. GLELSI bal. $10,664.00 Acct # **********Business response
11/24/2021
Please refer to the attached document.
Thank you for contacting Great Lakes Educational Loan Services, Inc. (GLELSI). We understand ******************************* is stating he is a victim of identity theft. He is asking us to stop furnishing loan data to his credit files with the *************************** (CRAs).We currently service ********************************* federal student loans on behalf of the **** Department of Education (ED).The enclosed letter dated November 23, 2021 provided the reasons ********************** remains responsible for repaying his federal student loans and how he may choose to further pursue his claim. The response provided detailed loan documents, including a clear, readable copy of his promissory note, or loan agreement.The letter explained our obligation to furnish student loan data to the CRAs on behalf of *** Data furnishing is completed accurately and objectively, according to the Fair Credit Reporting Act. We reviewed his correspondence, the loans, and the data previously furnished to the agencies. The investigation verified all required data was provided to the CRAs accurately at the time it was furnished.Additionally, all possible adjustments were previously completed in our end-of-month furnishings for April 2017, May 2018, April 2019, and March 2020.Additional Information On March 27, 2020, the Coronavirus Aid, Relief, and Economic Security (CARES) Act was enacted to provide broad relief in response to the Coronavirus disease 2019 (COVID-19) for federal student loan borrowers whose loans are owned by *** The loans are currently in an Administrative CARES Forbearance effective March 13, 2020, and no payments are currently due. He may view additional detailed loan information within the enclosed documents or through the following websites:? GLELSI MyGreatLakes.org ? Federal Student Aid* (FSA) StudentAid.gov ? CARES information StudentAid.gov/h/announcements-events
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