Business Profile

Payment Processing Services

E.C.S.I.

Headquarters

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Complaints

This profile includes complaints for E.C.S.I.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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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:09/11/2023
Type:Billing 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.
Perkins loan stating zero amount of principal due. Current balance of $455.99 payoff of $715.73 Loans payed off ove 4 years ago. Why am I getting this bill now? original amount listed as 10,750 back in 1999. Over twenty years ago with regular payments made.. Unclear what if anything I owe. Perkins loans are for 10 years. Why after over 20 years am I getting a bill?
Business Response
Date: 09/22/2023

To Whom This May Concern:

Please be advised that ECSI (Educational Computer Systems Inc.) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. ECSI is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. EFPLS is the Department of Education’s student loan servicer for Federal Perkins loans. We have reviewed this complaint and identified that the loan in question is a Federal Perkins loan that has been assigned by the school to the Department of Education. Ms. *******’s loan is serviced by EFPLS.

Ms. *******’s complaint is that her account was paid in full. The university assigned Ms. *******’s Federal Perkins Loan to the Department of Education indicating a remaining unpaid principal balance and accrued interest due on the loan. If Ms. ******* has proof that the account was paid in full from the prior servicer or from the university, EFPLS will gladly provide that to the Department of Education for review to satisfy the balance on her account.

If you would like to file a complaint, report suspicious activity, or provide feedback, please contact the Department of Education through the Federal Student Aid (FSA) portal. The FSA Feedback System aims to assist students in resolving disputes and leaving feedback related to Federal student loans. You can access the FSA Feedback System here:
https://**********************************************.

If Ms. ******* would like to reach out to EFPLS, the Department of Education’s student loan servicer for Federal Perkins loans, we ask that she please call us toll-free at ###-###-####.

Sincerely,

ECSI Federal Perkins Loan Servicer
Customer Answer
Date: 09/26/2023

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.

Regards,

****** *******
Initial Complaint
Date:09/01/2023
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.
This company is completely ridiculous and the way they communicate they send email after email that you are unable to reply to. They tell you to upload things, but do not give you a place to upload them. When you call, they are horribly rude, completely unhelpful. They put you on hold for hours at a time only to find out that you were hung up on. They threaten to send you to collections all the time. Give you complete wrong and contradictory information and do not communicate about it. I have tons of evidence too much to upload will give when contacted further by BBB.
Customer Answer
Date: 09/05/2023
These are the messages I get when I try to upload documents again

--------------------------------------------------------------------------
Here’s the email that really got me confused. I do not know what they need. What form is incomplete what information is in complete? I have both uploaded and mailed in so much paperwork. I don’t understand.
Customer Answer
Date: 09/06/2023
Also the thing is the university business office has called them and asked them to have a supervisor speak to me 3-4 times since Friday morning and I have not heard anything. No one has called me.
Customer Answer
Date: 09/06/2023
And I’m a teach and tutor and have both today tomorrow and Friday
Teach all day tutoring in the evening we don’t have time free time during the day as very short barely 30 minute lunch but kids are in and out of the space.

I need email communication at this point this is getting bad they are seriously trying to stall and get me sent to collections
Business Response
Date: 09/11/2023

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of the University of Western States.

We have reviewed Ms. *****’s account and a forbearance has been applied to her account that extends until March 2024. The forbearance was applied to her account as of August 7, 2023. The forbearance covers the period beginning February 2023.

ECSI apologizes that Ms. ***** received a letter asking for corrections to one of her forbearance requests after another had already been received and applied. ECSI’s records show multiple applications for forbearance had been received and were being processed at the same time.

During forbearance, Ms. ***** is welcome to pay the interest that is accruing on the account, or she will begin being billed for the interest accrued after the forbearance ends. ECSI has attached hereto a copy of Ms. *****’s most recent billing statement that was generated August 10, 2023. This billing statement is also available on our student account portal at ****************. On page 3 of 5, in the Notes applicable to this account, it states:
“When forbearance ends, you will be invoiced monthly to pay accrued interest beginning 03/01/2024.”

If Ms. ***** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.

Sincerely,
ECSI

Attachment: ***** Sept 2023 Billing Statement.pdf
Customer Answer
Date: 09/12/2023

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.

Regards,

***** *****
Initial Complaint
Date:06/13/2023
Type:Service or Repair 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.
My School, Yeshiva University has outsourced my YU Perkin loans and all other Perkin Loans to a third party company called Heartland ECSI & I've been dealing with them in regards to my loans. Unfortunately Heartland ECSI mishandled my unemployment deferment request filed by me last year. It stated that the date on signature was expired which I still don't know what that means. I was told by ECSI that they sent me an email late last September (2022) when I was out of state due to Religious holidays for about two month and I have never received any email nor call about any issue in regards to my form filed with ECSI. (I don't know If i have recoeved any automated calls since ECSI histrocially does sent out these calls till paper were being processed by them). I was told that I had to call them and ask them to retroactive my signature to the correct date but I wouldn't know about it since I never received any message about it. Then ECSI sent back my account to Yeshiva University as delinquent and either Yeshiva University or ECSI sent my account to the Collection agency on May 25th. I just got a call from them a week and half ago & I realized about all that has happened. I contacted ECSI about that account but they said they are no longer handling the account. I have placed voice messages twice to Yeshiva University student finance office about this fort he past week and half & sent out and email to Glenny Almonte (***********.edu) who I was told by ECSI is the person handling my loans at Yeshiva University. but I have not received any response back. Given the circumstances above that occured based on lack of communication and technicality, I do hereby ask BBB to contact ECSI to move my account from Collection agency back to themselves. I plan on paying back my loans but I cannot make any financial arrangement at this time given the terms defined by my Unemployment Deferment application filed by me last year.
Business Response
Date: 06/23/2023

ECSI is the third-party billing servicer for student loans on behalf of Yeshiva University.

We have reviewed Mr. *******’s account and entitlement application. The unemployment deferment application was received September 6, 2022. The entitlement was not able to be applied to the account because the signature date on the application was over 6 months old (February 1, 2022). Additionally, Mr. *******’s Perkins loan is limited to 36 months of unemployment deferment and that 36 month allotment has been exhausted. An email detailing the reasons that the deferment was rejected was sent to the address of **************.com which was on the application received from Mr. *******. ECSI has noted that this email address does not match the address provided herein of **************.com.

ECSI, on Mr. *******’s behalf, has been working with Yeshiva University to potentially withdraw the account from their collection agency and allow Mr. ******* to apply for different entitlements to bring the account current. Yeshiva and ECSI are coordinating to identify a combination of entitlements for the loans on his account that may meet his situational needs. ECSI or Yeshiva will reach out to Mr. ******* when a suitable resolution is determined.

If Mr. ******* would like to talk with us or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####.

Sincerely,
ECSI
Customer Answer
Date: 06/28/2023
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.
At First, I usally sent out my defferment applications around April/May by mail and/or Files Upload and they were processed around June/July. However in 2022 my deferment form were reached to ECSI around September and I've not had any idea that date past 6 months were considered expired while one one side ECSI doesn't support any xerox services and Mail can get delay being processed by post office and on the other side, noone from ECSI never paid any attention to contact me directly by phone or emails describing these things. I cannot simply send out unemployment form with different date since it would compromise the integrity of porcess unless I was being told, aside from the fact that I had no way of knowing the date was expired to begin wtih (As I've pointed out ECSI histroically might have sent automated calls till the forms were processed but nothing more than that). I also have say sending automated emails with possibility of sending such messages to countless other ECSI customers given their whole entire methods of ECSI communication is by email can be easily categorized as spam by all major email Service companies (Yahoo, Google, MSN, AOL,...)
Second ECSI were misinformed me about type of the application I had to sign for both of my YU loans and Perkins loan. I have realized that I have been eligible to file for Economic Hardship defferment since COVID 19 outbreak while I was told I had to go for Unemployment deferment program and I want to note that I have at least 31 months of Economic hardship program that I can use for my Perkin loans.
As of now ECSI thankfully was able to manage to recover my YU loans from Collection agency and put them on defferment till January 2024 but my Perkin loans though were recovered form collection agency was put on forbereance pending processing my Economic hardship defferment form but it was accruded interest of $1651.29 since February 2022 over this debacle while the interest would be supressed and wouldn't ben accruded if economic hardship deferemnt form were processed in year 2022. I have no idea how much interest were accruded on my perkin loans since year 2020 till now since I was misguided to file a wrong form for past three years. So I hereby ask to get more infromation about this matter & wave the interest acrruded for year 2022 and 2023 or decrease the loand amount by $1651.29.
ECSI did make a comment about **************.com vs ********* *****.com, I have made this change weeks before filing my BBB complaint and it took ECSI two attempts to change my email as shown by attached files. Either there is a bug in their system or They don't have integrated system between profiles within portal in their sites and contacts lists. I was told it's the latter and this may not be an issue but my greivences for thier automated emails classifying as spam stands nonetheless.

Regards,

****** *******
Business Response
Date: 07/11/2023

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of Yeshiva University.

We have reviewed Mr. *******’s account and offer this additional information related to the follow-up to Mr. *******’s complaint response.

Mr. ******* states that no attempted contact was made. Mr. ******* was mailed billing statements showing a payment due to the address on file of ***** ** *** *** ***** **** ***** ** ***** on the following dates:
On 12/27/2021 for the installment date of 1/15/2022
On 1/25/2022 for the installment date of 2/15/2022
On 2/25/2022 for the installment date of 3/15/2022
On 4/25/2022 for the installment date of 5/15/2022
On 5/25/2022 for the installment date of 6/15/2022
On 6/27/2022 for the installment date of 7/15/2022
On 7/25/2022 for the installment date of 8/15/2022
On 8/25/2022 for the installment date of 9/15/2022
On 9/26/2022 for the installment date of 10/15/2022
On 10/25/2022 for the installment date of 11/15/2022
On 11/25/2022 for the installment date of 12/15/2022
On 12/27/2022 for the installment date of 1/15/2023
On 1/25/2023 for the installment date of 2/15/2023
On 2/27/2023 for the installment date of 3/15/2023

Additionally, as part of the due diligence that ECSI performs for the university, ECSI attempted to contact Mr. ******* at the phone number on file of ###-###-#### on the following dates during the period in question to inform him that the account was past due and in need of attention: 11/14/2022, 10/12/2022, 09/15/2022, 09/13/2022, 08/11/2022, 08/09/2022, 07/14/2022, 07/13/2022, 06/13/2022, 06/07/2022, 05/11/2022, 04/13/2022, and 03/13/2022.

If Mr. ******* would like to talk with us or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####.

Sincerely,
ECSI
Customer Answer
Date: 07/16/2023
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.
My compaint has been on couple of issues.
At first it was about ECSI mishandling my papers. I have been in touch with ECSI customer service twice a year since past couple of years about my loans and did submit defferment applications . Unfortunately ECSI misinformed me by stating that my loan are only eligible for Unemployment defferment while I was eligible for Economid Hardship since COVID 19 outbreak. As the reult of me wrongfully submiting for unemploymnet defferemnt instead of economic hardship defferment not just thousands and thousandes of dollar were accruded in intrest since 3/15/2020 on all my Yeshiva University loans and Perkin Loans but it also consumed Unemployment defferment months on all my Yeshiva loans and exhausted it completely for my Perkin Loans. I would like those unemploymnet defferment months were added back to all my loans and Interest accruded since 3/15/2020 on all my Yeshiva Loans and Perkin Loands to be waved & that includes $1,654.52 that was added on my Perkin loans since February 2022 till now. (Unfortunately ECSI didn't mention on their last response how much interest were accruded on my accounts since Covid 19 outbreak or else that amount would be mentioned here.)
Second my Loans were reported to Trans Union as it's been sent to collection agency (Trans Union is the one that I knew of) but ECSI hasn't made any attempt to correct the record (i.e That my loans are not in collection agency and they all are on Defferment/Forbearance) to Trans Union and all other credit reporting agencies. i would like ECSI to corrct it to Credit Report Agencies
Third In regards to ECSI latest message about the mail issuance I have not disputed about mail being sent to my address in 2022. as I have stated in my original message I was in Contatct with ECSI in May and June 2022 in regards to my loans via phoone and submited my Unemploymnet defferment papers which should have been Economic hardship defeermnt forms if it wasn't due to ECSI misinformation at that time in summer of 2022. My paper were recieved and processed in September 2022 by ECSI. However I was out of state From Mid September 2022 till Mid December 2022 and out of states in second hald of January 2023 as well. Therefore I had no way of knowing any issue that might have had arised from my loans for something so routine that I have repeatdly done for past couple of years via mail in Fall of 2022 And Spring of 2023. As I have stated I have not recieved any email about this matter and noone from ECSI called me by phone or left me voicemail stating that there has been an issue with your submited application in Fall 2022 and Spring 2023. While I promptly contacted ECSI at the same time (same day smae hour) when I recieved a call from Collection Ageny a month ago.
PS. I have the flight tickets but I don't know if BBB would publish the attached documnets that may contain my personal infromation in their site to public or not.

Regards,

****** *******
Business Response
Date: 08/03/2023

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of Yeshiva University.

We have reviewed Mr. *******’s account and offer this additional information related to the follow-up to Mr. *******’s complaint response.

Mr. ******* has mentioned COVID-related expectations. The CARES Act (Coronavirus Aid, Relief, and Economic Security Act) only applies to student loans owned by the Department of Education. We have reviewed Mr. *******'s account and determined he has a campus-based (institutionally owned) account which does not qualify. Any COVID-related actions taken were at the university's discretion and outside the scope of services controlled by ECSI.

Mr. ******* stated in his original complaint that he had never received an email or a phonecall about any issue related to the entitlement form that he submitted. In previous responses, ECSI has outlined the changes in his demographics because we did attempt to make contact via email and were also sending billing statements showing that his account was in repayment.

The type of entitlement that Mr. ******* requested for his account is a forbearance. During a forbearance period, interest still accrues. A forbearance allows the user to forgo payments during the period selected and pay the accrued interest after the period expires, or to make interest-only payments during the period selected.

ECSI has taken the steps previously outlined and agreed upon by the university related to prior credit history and reporting. ECSI has sent the updated information to the appropriate credit agencies. However, as a furnisher, ECSI does not have control over when the agency will reflect the new data. Mr. ******* would need to inquire with the agency directly if the changes we have outlined are not reflected.

If Mr. ******* would like to talk with us or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####.

Sincerely,
ECSI
Initial Complaint
Date:05/17/2023
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 have been submitting my forbearance request for the 6th time! Each time I submit it I have to add another part to it (more info that they need). I am behind on three payments due to how long this process is taking. I had a perfect payment history 100% credit score 700. They have now dinged me late three times, taking my credit score down and payment history to 97%! They have no heart when I tried calling several times about how to lower my payment something I can afford, the customer service reps are rude and say there is nothing we can do! I want the late reportings OFF immediately, since my foreberance form according to them should "now be approved" no one should use this company for school loans AT ALL.
Business Response
Date: 05/26/2023

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of Keiser University.

We have reviewed Mr. ******’s account. Entitlements were applied to Mr. ******’s account on May 17, 2023. The first was a hardship deferment running from November 2022 to May 2023 and the second is a forbearance running from May 2023 to September 2023. On the same day, May 17, 2023, ECSI also reported the account as current and in good standing for the periods that the above mentioned entitlements covered.

ECSI reached out to Mr. ****** to confirm that these new entitlements had been placed on his account and credit history had been updated. Information reported to the credit agencies may take 60 days to update. Mr. ****** expressed that he was satisfied with these results and had no further concerns.

If Mr. ****** would like to talk with us or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####.

Sincerely,
ECSI
Initial Complaint
Date:04/26/2023
Type:Sales and Advertising 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.
This company is reporting that I have a student loan in default and I paid off ALL my student loans over ten years ago. When I called the us department of Education they sent me another settlement letter stating all my past student loans were paid in full. Then when I call the company they say I have zero balance when I call another number they say I am in default. when the agent verified my account they had an address that I hadn't lived at in over 20 years, no email address, and no current phone number either. But for since 2021, they've been reporting on my credit report for student loans that were paid off in 2013. I uploaded supporting documentation when I spoke with the department of education and they advised again ALL STUDENT LOANS WERE PAID OFF!
Business Response
Date: 05/02/2023
The company also received a complaint through CFPB #*************** for Ms. ****. We will upload response through their portal.
Customer Answer
Date: 05/04/2023
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 have provided documentation of a payment history on these loans. I have contacted the us department of education. I was also never notified in any form of wring that my loan was in default or did Esci have it. IF you did send out a letter informing me of this balance that I paid off when was it sent and where did you send it? I also was supposed to have a supervisor call me and that never happened. judging by all the other complaints filed against ESCI this is not the first time you have done this to someone. PLEASE FIX THIS!
Regards,

****** ****
Business Response
Date: 05/15/2023

To Whom This May Concern:

Please be advised that ECSI (Educational Computer Systems Inc.) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. ECSI is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. EFPLS is the Department of Education’s student loan servicer for Federal Perkins loans.

We have reviewed this complaint and identified that the loan in question is a Federal Perkins loan that has been assigned by the school to the Department of Education. Ms. ****’s loan is serviced by EFPLS.

Ms. ****’s complaint is that her Federal loans were consolidated March 26, 2001 and then paid through a settlement through the Department of Education on March 13, 2020. EFPLS reached out to the Department of Education’s default management group, Debt Management and Collections System (DMCS), to ask that they review her account to validate if her consolidation and settlement included the Perkin’s loan that is serviced by our office and was assigned to the Department of Education September 29, 2021. DMCS confirmed that a settlement was made for her loans, however, her Perkins loan was not included in the original consolidation that was settled with DMCS. The Perkins loan was assigned by the university after Ms. ****’s consolidation and was therefore not part of the settlement.

If you would like to file a complaint, report suspicious activity, or provide feedback, please contact the Department of Education through the Federal Student Aid (FSA) portal. The FSA Feedback System aims to assist students in resolving disputes and leaving feedback related to Federal student loans. You can access the FSA Feedback System here:
https://********************************************.

If Ms. **** would like to reach out to EFPLS, the Department of Education’s student loan servicer for Federal Perkins loans, we ask that she please call us toll-free at ###-###-####.

Sincerely,

ECSI Federal Perkins Loan Servicer
Initial Complaint
Date:04/18/2023
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 went to Rutgers Camden up until 2018 then I transferred to Rowan. They had emailed me about a month after transferring about wall damage they claimed I caused $80 worth of. I explained I had tape on the wall and pulled off a little bit of paint. A little bit of paint isn't worth $80 worth of damage. I tried to appeal the damage but they denied it. In 2020/2021, ESCI, to who Rutgers sent the delinquent student debt for wall damage and my Perkins loan, told me I had to pay that wall damage and my Perkins loan even though I was still in school and tried to charge me and put interest on my loan. They stated that Rutgers informed them I wasn't a student anymore in 2020, even though I transferred to Rowan and was still a student at that time just at a different school. Rutgers knew that because they sent over my transcripts to Rowan. They decided during the height of the pandemic when people are dying, losing income, and struggling to pay rent to try to then charge me instead of when I first left Rutgers. I reached out to Rutgers about the delinquent debt for the wall damage again. Rutgers had provided me with the wrong room claiming it was mine, but once I showed them the actual wall from my room they admitted that they sent me the wrong photo as proof of my damage, and then sent me another wall claiming its mine So after I graduated from Rowan in 2021, ESCI told me I had to start paying off my Perkins loan in march of 2022, saying that my Perkins loan had been out of deferment,which I didn't know. ESCI told me I couldn't even pay for my delinquent charge because they sent it to collections. So I called ESCI and gave them my information over the phone to pay for my Perkins loan, instead ESCI they used it to pay for the delinquent loan, which was in collections and gave me back the money. I was able to pay for my loan online, which they told me I couldn't do. Now currently in 2023, they’re withholding my tax return and still sending bills and adding interest
Business Response
Date: 04/19/2023
ECSI previously responded to the complaint filed to the CFPB on March 31, 2023:
April 13, 2023

ID: ***************

******** **** *** **** *** ****** ***** *********** ** ***** ****************** ************

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of Rutgers University.

We have reviewed Ms. ****’s account. Ms. ****’s dispute of the balance owed to the university for damages would need to be disputed directly with their appropriate office. ECSI has, on Ms. ****’s behalf, brought this matter to their attention. The university indicated that the amount due was valid and has been discussed with Ms. **** previously. ECSI also inquired on the possibility for Ms. **** to pay the university directly or through another avenue. The university indicated that the balance would need to be paid through ECSI.

If Ms. **** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-####.

Sincerely,
ECSI

Customer Answer
Date: 04/19/2023
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.

Regards,

******** ****
Initial Complaint
Date:03/28/2023
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 was notified that I owe Georgia State University (GSU) as a result of disputing another creditor on my credit report and being sent my credit report. I saw that GSU had posted a new account on my credit. Now I graduated from GSU over 10 years ago and therefore should have been notified sooner than seeing it on my credit report. Also, I paid a student loan off last year, which I was under the assumption that this was. Secondly, I filed for bankruptcy in 2018 and it was discharged in 2021. In that time, I should not have had any debt accumulating on my credit report. This account was added last year with collections from 2017, most of 2018, all of 2019, 2020, 2021, and 2022 which is illegal. At this point, this agency/servicer cannot provide me with accurate information as GSU provided details that was provided and this agency has not been truthful with that information.
Business Response
Date: 04/28/2023

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of Georgia State University.

We have reviewed Ms. ********’ account. ECSI’s records did not reflect that the bankruptcy on Ms. ********’ account had been discharged. ECSI reviewed Ms. ********’ bankruptcy and was not able to find that an adversary proceeding was filed to show undue hardship to include her student loan in the bankruptcy. During active bankruptcy, ECSI’s system, in compliance with bankruptcy laws, does not generate billing statements while an active bankruptcy exists on the account. ECSI has updated our records to reflect that the bankruptcy on her account has been discharged and billing statements will now resume.

ECSI has reviewed Ms. ********’ account and identified that her Perkins loan may qualify to be rehabilitated. To rehabilitate a Perkins loan, a student is required to make on-time, monthly payments each month for nine (9) consecutive months. The loan is not considered rehabilitated until the receipt of the ninth (9th) consecutive, on-time monthly payment. The benefit of rehabilitation is that a Perkins loan will be returned to a current status and negative historical information regarding the loan will be removed from credit bureau files. To pursue rehabilitation of her Perkins loan, Ms. ******** will need to contact ECSI to discuss a rehabilitation agreement.

If Ms. ******** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-####.

Sincerely,
ECSI
Initial Complaint
Date:02/17/2023
Type:Customer Service 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.
ECSI Heartland is a former loan servicer of mine. I paid off in full the loan that they serviced. Over the course of the loan, I moved and updated my information with ECSI and all other relevant authorities. ECSI neglected to correct my address and they mailed my tax forms, including highly sensitive information (with my social security number), to my old address. They claim they were notified of my change in address after they mailed my tax forms even though I dispute this. They refuse to mail me a copy of my tax forms to my current address. I have been hung up on every time I call to speak with a customer service representative, nor do they seem bothered by the fact that they have just exposed my personal information to the world. I find this loan servicer challenging to get ahold of, their customer service is rude, and they are depriving me of information I am entitled to. Other people should be made aware of their unethical practices and encouraged not to do business with this entity.
Business Response
Date: 02/27/2023

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of College of the Holy Cross.

We have reviewed Ms. ********* account. The address on the account was updated on January 10, 2023, after ECSI received notification from the Postal Office of a change of address. Prior to this change, the address was last updated during a contact with Ms. ********* on October 24, 2017. Any tax forms mailed to an address for which the Postal Office has a change of address are returned to ECSI and the updated address is provided to the school that owns the loan.

The tax form generated is also available on the student account portal at ****************. On February 20, 2023 and February 21, 2023, ECSI attempted to contact Ms. ********* to assist her in pulling her tax form from the student portal. On February 22, 2023, as a courtesy to Ms. *********, ECSI regenerated the tax form with the updated address to be mailed out.

If Ms. ********* would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-####.

Sincerely,
ECSI
Initial Complaint
Date:09/29/2022
Type:Service or Repair 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.
ECSI is a deceitful, dishonest and corrupt company out to screw students who took out student loans. They do anything and everything to deceive the students they service the loans for into paying more interest and charges. You cannot convince me otherwise that this company does not have illegal and shady practices. I am trying to process a deferral on my account. I submitted the application online a few days prior to the deadline. I called that day, waited on hold for an eternity (the first of many) to ask the agent do I need to submit any other supporting documentation. She looked through what was submitted and clearly told me NO. That phone call is recorded and I have her name. After the deadline had passed, they rejected my application saying no documentation was submitted and asking for some supporting documents. I then had to run in circles for hours and waste time with other customer services to get the proper documentation. I then went to submit the documents only for their website to fail and give me "unexpected error has occurred" I contacted the live chat which was 0 help just sending me automated replies. I once again had to call and hold for hours. They refuse to accept an email, and only accept a Fax (which no one uses anymore) or for you to submit on their website that doesn't work. I am convinced that this company hopes to run you around in circles, waste as much of your time as possible, and play stupid in hopes that you will give up and allow the interest to keep accumulating on your account. I don't know where else to turn so I am filing this complaint with the BBB in hopes that you will investigate this matter further. While most other loan providers have deferred interest due to the pandemic, these Perkins loan servicers do not do anything to help people, only making it as challenging as possible to ever repay your loan. This company is complete scumbags, and if you're anything like me you have no other option but to deal with them.
Business Response
Date: 10/07/2022

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of The Ohio State University.

The CARES Act (Coronavirus Aid, Relief, and Economic Security Act) only applies to loans owned by the Department of Education. We have reviewed Mr. ***************’s account and determined that he has a Federal Perkins Loan that is a campus-based (institutionally owned) loan.

ECSI does not retain any monies that are paid towards interest. All payments including principal, interest and late fees are transferred to the school that owns the loan.

We have reviewed Mr. ***************’s account. A deferment was posted to his account on October 3, 2022 which defers his installments from September 2022 until March 2023. On October 4th, ECSI reached out and spoke with Mr. *************** to advise him that the deferment had been applied. ECSI also provided him with additional information regarding his remaining entitlement options, at his request.

If Mr. *************** would like to talk with us or has any other questions, he is welcome to contact our Customer Service Department at ###-###-####.

Sincerely,
ECSI
Initial Complaint
Date:08/25/2022
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.
ECSI has been collecting payments from me for over a year for student loans that were incurred ending in 2012. I have since paid off all student loans, however ECSI continues to deduct a monthly payment. I have tried logging in to my ECSI account in which it states they disabled due to no use. When I try to reactivate, it says they cannot find my account. I have called multiple times and am unable to speak to a representative. I am not clear on what these payments are, why they are collecting them, and have no ability to access any account information,
Business Response
Date: 09/06/2022

To Whom This May Concern:

ECSI is the third party billing servicer for student loans on behalf of the University of Massachusetts Amherst-Boston.

We have reviewed Ms. *****’s account. Ms. ***** has two (2) Federal Perkins Loans from the university. Ms. ***** contacted ECSI on October 13, 2014, and set up recurring payments to draw on the 10th of each month. These recurring payments were set to draw only during repayment periods, draw until the balances were paid in full, and pause automatically if the account is placed in a forbearance or deferment.

ECSI contacted Ms. ***** to review her account. Ms. ***** indicated that she thought these loans were paid off when her other federal loans were paid off with other servicers. She also indicated that she did not need assistance with access to https://heartland.ecsi.net to view her account.

Ms. *****’s account shows her last name and mailing address need to be updated. We ask that she update these to ensure she continues to get notifications.

If Ms. ***** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-####.

Sincerely,
ECSI

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