Complaints

This profile includes complaints for ECSI Federal Perkins Loan Servicer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ECSI Federal Perkins Loan Servicer

  PO Box 836 Coraopolis, PA 15108-0836

• 

  Department of Education ECSI

  PO Box 105765 Atlanta, GA 30348

• 

  Department of Education ECSI

  PO Box 105765 Atlanta, GA 30348

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:03/26/2025

  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 a Perkins federal student loan account with ****. I have never missed a payment and my account is in good standing. Recently, my account was put in a Disaster Relief forbearance for 90 days, from December 2024, January 2025, and February 2025. I have had auto-drafted payments established, since the inception of my account (3/1/2022) with ****. In November 2024, I requested that the auto-draft payments be removed from my account indefinitely. Payments were still being drafted from my account during the 90 forbearance period, from December 2024- February 2025. I have made numerous call attempts, from December 2024 to present day (3/26/2025), to resolve the issue. On the last call attempt that I made on 3/26/2025, the customer service representative, *****, advised me that a supervisor left a memo note under my account stating that there was NO payment deducted from my bank account in December of 2024 (with no mention of the payments withdrawn from my bank account, under forbearance in January and February of 2025). I asked the representative to look at my account to verify the payment deducted in December 2024. He advised that a payment was received in December 2024. He also advised that my account was under forbearance status for 90 days, from December 2024- February 2025. He also advised that payments were drafted from my account in January and February of 2025. I would like my account to be put back in forbearance for an additional 90 days, as initially intended OR I want the money withdrawn from my bank account, during the initial forbearance (December 2024- February 2025), refunded to me. I would like the resolution to be put in writing, in either a formal email addressed to my name or by mail.

  Business Response

  Date: 04/02/2025

  Please be advised that ECSI (*********************************) and EFPLS (ECSI Federal
  Perkins Loan Servicer) are different servicers. **** is the third party billing servicer for student loans
  on behalf of multiple colleges and universities nationwide. ***** is the ************************
  student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan
  Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National
  Defense Student Loans (Defense Loans).

  
  We have reviewed this complaint and identified that the loan in question is a Federal Perkins loan
  that has been assigned to the ***********************. Ms. ********* loan is serviced by ******
  In review of the account history, Ms. ********* Perkins loans entered repayment on October 1
  st, 2023. The borrower did not begin making payments until October 20, 2023, which caused her
  accounts to become past due. She then continued making payments on the 20
  th of every month following, causing her account to be one-month past due every month.

  
  On November 12, 2024, Ms. ********* Perkins loans were placed in a Disaster Relief Forbearance
  for a one-month period, starting January 1, 2025 and ending February 1, 2025. The loans were
  brought current at this time, and there was no payment due for the month of January 2025 during the
  forbearance period.

  
  In response to the borrowers claim that payments continued to draw during her forbearance time
  period, there was one payment of $21.21 that was applied to PER24B on December 23, 2024. On
  March 28th, *********************************************************** ******** and offered
  to refund the payment made on December 23, 2024 in the amount of $21.21. The Representative
  also offered to mail her a copy of her account profile showing the payment history and forbearance
  end date. Ms. ******** was also informed that her next payment is not due until May 1, 2025.
  If the borrower is unable to continue making payments at this time, there are entitlement options
  available to her which she can apply for by going to ******************** and click on Download
  Forms. All eligible entitlement forms for Federal Perkins Loans will be listed. Once the form is
  completed, the borrower will need to mail the form to:
  Department of Education/ECSI Federal Perkins Loan Servicer
  P.O. Box 836
  ***********************

  
  Once the application is received and reviewed, Ms. ******** will receive an email letting her know
  that her request has been approved or if additional information is needed.

  
  If Ms. ******** would like to reach out to EFPLS, the Department of Educations 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:03/03/2025

  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.

  As of January 2025 - **** has reported on my credit report that I have a loan of $3,384.00 with them. The loan was reported as opened in 1993 over 32 years ago. I would have been just coming out of high school. I was disturbed as I have never had any contact with this company. **** reported that I have to pay $40.00 a month and that the original balance was $1,000. from *********************. I contacted ****'s customer service and requested to speak with a supervisor, but the customer service representative refused to transfer my call to a supervisor. I reviewed my closed account section of my credit report and ********************* had reported in January of 2022 that the account was paid as agreed. **** customer service informed me to contact the resolution department at *********************. ESCI SHOULD BE SUED FOR MISREPRESENTATION/FRAUD for fake reporting on an account. I am retired and over 55 years old having to deal with the taking advantage of a senior. I WANT IMMEDIATE REMOVAL OF THIS RE{ORTING FROM MY CREDIT REPORT.

  Business Response

  Date: 03/17/2025

  ECSI Federal Perkins Loan Servicer                                                    March 13, 2025
  P.O. Box 836
  ***********************
  Phone:  ************
  Web:  *******************
  
  ID: ********
  ******* ********
  ***************
  *********************************
  
  To Whom This May Concern:
  Please be advised that ECSI (*********************************) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. **** is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense Loans). 
  We have reviewed Ms. ********* account.  Our records indicate that Ms. ******** enrolled in the fresh start program in February of 2025 and her loan was transferred from ********************* and Collection System to EFPLS (ECSI Federal Perkins Loan Servicer).  Ms. ********* loan is being reported as current and in good standing.
  If Ms. ******** would like to reach out to EFPLS, the Department of Educations 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: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23011661 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I want this problem resolved. The information reported by ********************* states that I have a balance of $3,384.00 and references account number ********* Opened August 20, 1993, original balance $1,000.00. The last loan I had was a Perkins Loan at ********************* and the balance of $1,000.00 was paid in full. I do not understand how an account over 32 years old and already paid is being reported on my credit reports. I want this information REMOVED immediately. I contacted the Department of Education and *********************. The *********************** will not assist me because they want my to verify identity with information, they have from over 30 years ago which I have no idea what my address, email, and telephone number was over 32 years ago. This reported information which is not accurate is lowering my credit score and this is an injustice. A lawsuit will have to be filed for damages if this information is not removed immediately. It is preventing me from purchasing real estate and each day a loss accumulates. I have indicated the exact response below from **********************

  RESPONSE FROM: PEPPERDINE UNIVESITY:

  Accounts Resolution <**********************************************>
  Thu, Mar 13, 4:55?PM (4 days ago)
  
  Dear *******, 
  
  This is in response to your complaint submitted to our billing servicer, ECSI, regarding your account that was reported to the credit bureau.  
  Our records indicate that you borrowed a Federal Perkins Loan when you attended Pepperdine University.  Due to nonpayment, the University was mandated by the *********************** to assign your defaulted loan. The principal balance including all accrued interest and fees was accepted by the *********************** in November 2021. 
  
  Upon review of your credit report that you provided to ECSI, it appears that our billing servicer did not submit the information to the credit bureau.  Since your account is now with the Department of Education, you will need to submit your inquiry or request for additional information directly to their office at:
  
  
  **************************
  ECSI Federal Perkins Loan Servicer
  PO Box 836
  *************, *******; 15108
  
  
  Telephone:  ***************
  
  
  Sincerely, 
  
  Account Resolution Office
  **************

   

  Business Response

  Date: 04/03/2025

  ECSI Federal Perkins Loan Servicer                                                    April 3,2025
  P.O. Box 836
  ***********************
  Phone:  ************
  Web:  *******************
  
  ID: ********
  ******* ********
  ***************
  *********************************
  
  To Whom This May Concern:
  Please be advised that ECSI (*********************************) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. **** is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense Loans). 
  We have reviewed Ms. ********* rejection of our response to her initial complaint and provide the following response.
  ********************* assigned Ms. ********* loan to the *********************** in November 2021, at which time ***** became the loan servicer. In review of the assignment documents that ********************* provided to *****, the loan defaulted in June ***************************************** ******** in June 2000. The school assigned the loan to the *********************** in 2021 citing Refusal to Pay as the reason for assignment. The loan was then assigned to *************** and Collections System (DMCS) in January 2025 due to the continued default status. The borrower then enrolled in Fresh Start with ****, at which time the loan was assigned back to ***** for servicing on February 11th, 2025. 
  The loan is now in a current status, with $40.00 due on April 1st, 2025 and on the 1st of each month thereafter. Ms. ******** mentions that the loan was reported as a closed account in January of 2022, which may have been the result of the school assigning the loan to the ***********************. Since the loan was no longer held by the University at that point, the University would have considered the loan closed, specifically as it relates to their records. 
  Attached is a copy of Ms. ********* loan documents, including the judgement documents and Promissory Note that ***** received from the school at the time the loan was assigned. 
  If Ms. ******** disputes that the loan is hers, she can file a fraud claim by completing a forgery discharge application. This can be accessed by going to ********************, clicking on "Download Forms" and selecting the link for "Loan Discharge Application Forgery Form". Once the application form is completed, the borrower will mail it to:
  ***********************/ECSI Federal Perkins Loan Servicer
  P.O. Box 836
  ***********************
  Once received, it will be forwarded to the Federal Student Aid (FSA) for approval.
  If Ms. ******** would like to reach out to EFPLS, the ************************ 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:02/21/2025

  Type:Product 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.

  **** was one of my wife's student loan servicers. On 7/15/2024, we paid off the last of her student loans. On 7/16/2024, **** still billed us the $150 autopay--money which we did not owe and they were not authorized to charge. This is undisputed.When I saw the charge appear on our accounts, I called in, and they said they'd issue a refund. They said it would take time, but the check never came, so I called back in. Though their system shows a refund check (-5 cents, which is not explained or justified), we never received it. They say it was cashed, but it wasn't by us; I can prove that it our bank statements. Since August, we have called ECSI over a dozen times. They have gone out of their way to avoid helping us, and every interaction leads to a month-long delay and nothing happens. For example, they said we needed to file a police report, but there is nothing for us to file; we don't know anything about the check or when/where it was cashed (they do). It might not even be here in *******. We finally convinced them to send us that info so we could file a report. A month later, we don't have it. There is nothing we can ***** wife is an ER doctor working crazy hours, including nights (+ she's pregnant), so I have been handling this for her. At first I called in when she was on the line and she authorized me. After that, I was allowed to speak to them on my own. This month, they decided they wouldn't talk to me when she's not on the phone. So today we called together and they intentionally lied to us, saying that federal law prohibited her husband from even listening on the line, even at her request. They hung up when I spoke. We just want our $150 back. There is not even a dispute here. We worked so hard to pay off so many loans, hundreds of thousands more than she got. We should not have had to pay a ***** more than she owed. If **** had spent a fraction of the time and effort they've spent fighting us on actually trying to resolve this, it'd be done.

  Business Response

  Date: 03/05/2025

  March 5, 2025
  
  ***********
  
  
  To Whom This May Concern:
  ECSI is a third-party billing servicer of student loans for colleges and universities.
  We have reviewed Mr. ********** complaint. In compliance with the Family Educational Rights and Privacy Act (FERPA), we are unable to share any information regarding any account as Mr. ********* is not listed as an authorized party on any accounts within our system. ***** requires that access to student records is limited to individuals who have been granted permission by the account holder. If anyone with an account serviced by **** would like to authorize Mr. ********* and ***** him access to their account information, they may contact our office for guidance on updating their account permissions.
  If Mr. ********* would like to talk with us or has any other questions, he is welcome to contact our *************************** at ************ or visit ************************** and select Chat with ECSI.
  
  
  
  Sincerely,
  ECSI
  
  

  Customer Answer

  Date: 03/06/2025

  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. 

  Had they checked their own records, they would have seen that my husband, ***** *********, has been authorized in their own system since at least February 24, as their own representative confirmed to us by phone on that date.  Yet their response to the contrary is dated March 5.  And none of this concerns any personal information from my account anyway.  We continue to await an actual, substantive response, as we have been waiting for months.  This "response" just further evidences the unjustified delay we have been dealing with; they did not even look.

  
  Regards,
  
  ***** *********

  Business Response

  Date: 03/14/2025

  March 13, 2025
  
  ***********
  
  
  To Whom This May Concern:
  ECSI is a third-party billing servicer of student loans for colleges and universities.
  We have reviewed Mr. ********** rejection of our response to his initial complaint. In compliance with the Family Educational Rights and Privacy Act (FERPA), we were unable to share any information regarding Ms. ********** account in our original response because Mr. ********* was not listed as an authorized party within our system on the date that his initial complaint was submitted. Ms. ********* has since authorized Mr. ********* to speak to **** on her behalf by adding him as an authorized third party on her account. 
  On March 5th an **** **************** Representative contacted Mr. ********* to inform him that the refund check had been cashed. The **************** Representative also mailed an image of the cashed check to the **********.  
  If Mr. ********* would like to talk with us or has any other questions, he is welcome to contact our **************** Department at ************ or visit ************************** and select Chat with ECSI.
  
  Sincerely,
  ECSI
  
  

  Customer Answer

  Date: 03/18/2025

  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.
  
  ECSI's response is incorrect in asserting ***** ********* was added as an authorized user "since" ECSI's initial rejection in this process on the basis of lacking authoirization--that occurred a week prior to their response, they just didn't check.  Their response was, at best, deliberately vague on the timeline to avoid admitting yet another needless attempt to stonewall rather than help provide an actual resolution to money undisputedly owed to us.  For example, they could have told us to add him as my authorized representative at any point during the dozen prior interactions, if that's what they felt the problem was.  But they didn't.  Instead, they said they could only talk to me, and they refused to talk to me if he was even in the same room with me--which is obviously not against the law--and then hung up on us.  

  Nevertheless, since we initiated this BBB process, we have been able to work with a specific customer service manager who finally is attempting to help.  ECSI's response is correct that we were sent the information about the check, and now that we have that, we are able to prove it was fraudulently cashed (this could and should have happened months ago).  We have an image of the check as cashed.  While it is signed "***** R ****", which is name to whom the check was issued, that signature is not mine.  I have offered to send ECSI a copy of my drivers license showing my actual signature, but ECSI said not to do that yet.  To be clear, I do not sign checks with my middle initial, and I have not signed checks "Bala" since changing my name after I got married in 2021.  Additionally, the check infromation includes a Bank Of First Deposit (BOFD) ACH number, which we looked up and found it corresponds with a ***** bank in ************, not ******* where we live.  And because there is no account number written on the check with the fraudulent signature, we understand this check was cashed at the Indianapolis bank in person, whereas my deposit history will show I use mobile deposit on my phone rather than cashing checks physically, in any location--and certainly not in ************* 

  On 3/18, we contacted ***** to try to report the fraud ourselves, but we were informed that the issuing bank must submit the fraud claim; we are not allowed to do so ourselves.  So the ball is in ECSI's court to report the fraud and request a refund or new check to be issued.  On 3/18, we spoke with the **** customer service manager, and she said she is investigating how to initiate the fraud claim with the issuing bank.  She said she'd try to get back to us by tomorrow, 3/19.  We are hopeful this is finally near an end, but because this dispute is still unresolved, and because it is up to **** to initiate that resolution, we cannot accept ECSI's response or close this matter yet.

  Regards,
  
  ***** ********* (formerly Bala)

  Business Response

  Date: 04/02/2025

  We are working directly with the borrower via telephone to resolve this issue.

  Customer Answer

  Date: 04/02/2025

  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.
  
  ECSI reports that they are working with us by phone to resolve the issue.  That's not inaccurate, but it's not a resolution either.  To be clear, the unauthorized withdrawal occurred last July.  We were told the refund could take months to arrive (not great in and of itself), so we waited until approximately October to follow up with ECSI.  When we did, we were given the run-around for about 5 more months.  Only after we filed the BBB complaint a few weeks ago has ECSI even begun attempting to help.  The woman they have assigned to help us is working in good faith and doing her best.  She is not the problem.  But her information and authority are limited, and the outcome remains unchanged, and in the meantime, we're the ones doing the work.  

  Once ECSI finally provided us the check deposit information, it was we who had to figure out what bank the check was cashed at.  We were the ones who had to call that bank, and determine that only the issuing bank could report this type of issue.  When we reported that back to ECSI, there was another delay, so we were the ones who identified and called the issuing bank to try to report the issue again. They told us that **** was the issuing party and only the issuing part could report the issue.  When we told that to ****, ESCI got back to us and said we would have to call the Department of Education ourselves, so we did that.  When we somehow managed to reach someone at ***, they told us that they were not the answer, and that in fact ECSI should issue us the refund and/or report the issue themselves.  So we reported that back to ECSI and even gave them the reference number from our call with DOE.  After another wait, on March 26 ECSI told us that now the ******************* is opening an investigation, which will likely take between 7-13 weeks to resolve.  I have no idea whether that is really necessary before someone just pays us the $150 we're clearly owed, while ECSI would remain free to continue to seek reimbursement for the $150 theft/fraud.  But even if there really is no way we could be paid before that process is complete, it should have begun when we reported this problem in October of last year, not 6 months later.

  As a reminder, ECSI wrongfully withdrew the funds in question from our account in July 2024.  It's now April 2025, and we have been told the investigation will be complete no earlier than ~July 2025--a full year later.  And that's not the date by which we'd receive our refund, but rather the earliest date on which ECSI is saying they might initiate the refund.  There will be an additional delay in any potential payment.  Over the last year, we have spent over 15 hours of our own time (and counting) just to get back money ECSI had no right or authorization to take from our account in the first place.  And there is no actual dispute that we still have not received that money.  So no, we cannot "accept" the company's response that they are working with us by phone.

   We successfully paid off a student loan balance that was recapitalized and peaked at well over $500,000 (not even including any interest).  That was hard.  And on the day after we finally became debt-free, ECSI wrongfully took an additional $150.  It's not a lot of money, and certainly not worth all this effort, but at this point it's a matter of principle: We are not paying a ***** more than we owed, and we are not going to let them get away with trying to wear us down.  If ECSI actually wanted to solve this, it would cost them $150 and postage.  That's it.  But nearly a year and 15+ hours later, they still haven't done that.  That is pretty telling.  Until we have our money back, this complaint cannot and will not be resolved. 

  We are happy to participate in any investigation to help resolve the theft of funds from ****, and we would continue to do so even after ECSI makes us whole, because we're mad about that fraud too.  But as to the $150 ECSI wrongfully took and still owes us, the ball remains entirely in ECSI's court and our patience is about at its end. 

  Regards,
  
  ***** ********* (formerly Bala)

  Business Response

  Date: 04/18/2025

  ECSI Federal Perkins Loan Servicer                                                   
  P.O. Box 836
  ***************** 15108
  Phone:  ************
  Web:  *******************
  
  
  April 17,2025
  
  ***********
  
  To Whom This May Concern:
  Please be advised that ECSI (********************************.) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. **** is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense Loans). 
  
  We have reviewed Mr. *********** rejection of our response to his third complaint. The ******************************* is the issuer of the check that is the focus of Mr. ********** complaints. **** is unable to issue a check on their behalf. As stated in the previous response, once the *********************** completes their fraud investigation, they will issue a new check if their findings confirm that the original check was cashed fraudulently. Mr. ********* was also informed that the investigation can take up to 6-8 weeks.
  
  If Mr. ********* would like to reach out to *****, the Department of Educations student loan servicer for Federal Perkins loans, we ask that he please call us toll-free at ************.
  
  
  Sincerely,
  
  ECSI Federal Perkins Loan Servicer
  

  Customer Answer

  Date: 04/21/2025

  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.
  
  There is no dispute that ****, not the Department of Education, is the party that wrongfully withdrew money from our account.  There is no dispute that **** has not returned that money to us.  There is nothing stopping them from doing so.  Particularly after ECSI's horrendous customer sercice and egregious delay in resolving this straightforward issue, they are not off the hook for belatedly initiating a third-party fraud investigation many months after we identified this problem to them.  We have fully complied with the fraud investigation and await a response.  Until we have our money back, this complaint is not and cannot be resolved. 
  
  Regards,
  
  ***** ********* (formerly Bala)

• Initial Complaint

  Date:11/20/2024

  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.

  This account indicates an opened date from 1982, which is completely inaccurate as I was not active in any financial systems at that time. I have no association with the ************************** related to this account.Account Details:Opened Date: 9/29/1982 Account Number: ************** Higher Credit: $1,023 Please review and delete this fraudulent account from my credit report immediately.

  Business Response

  Date: 11/22/2024

  ECSI Federal Perkins Loan Servicer                                                         November 21,2024
  P.O. Box 836
  ***********************
  Phone:  ************
  Web:  *******************
  
  
  
  ***********
  
  ***** ********
  ***************
  **********************
  
  Dear Mr. *********************** be advised that ECSI (*********************************) 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. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense Loans).
  
  We have reviewed your complaint and have determined ECSI Federal Perkins Loan Servicer is no longer serving your loan. It was assigned to the *************** and Collections System (DMCS) on February 18,2018.
  
  Because your account is currently assigned to DMCS, ECSI Federal Perkins Loan Servicer is unable to respond to your request. Please direct your request to:
  
  Agency Name: *************** and Collections System (DMCS)
  Agency Phone: **************
  
  If Mr. ******** would like to reach out to EFPLS, the Department of Educations student loan servicer for Federal Perkins loans, we ask that he please call us toll-free at ************.
  
  
  
  Sincerely,
  
  ECSI Federal Perkins Loan Servicer

• Initial Complaint

  Date:11/13/2024

  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.

  Situation: Paying off student loan for estranged son. I have made phone payments over the last past two years and am given a confirmation number. I am a bit suspicious, so most importantly is this institution creditable. Details: Last statement was generated 9/05/24 with payment due 10/1, amount paid, $350. This is what I've been paying for the last 6-9 mos. Current balance as of the last statement was $690.25/Payoff amount thru 10/01/24: $696.01. My biggest concern and what I try to avoid is the principle/interest. ---------------------------The issue: Today's call involved informing the *** that I had not received a statement in almost 2 months. My intent was for payoff balance purposes. The ***resentative was rude and kept saying I can't give you that info. I get it my info isn't attached to the account. But yet they can take my money over a phone. ****: I want to pay this off, so I no longer have to deal with this institution. For my records, I would like a statement.

  Business Response

  Date: 11/22/2024

  Tell us ECSI Federal Perkins Loan Servicer                                                         November *******
  P.O. Box 836
  ***********************
  Phone:  ************
  Web:  *******************
  
  
  ID: ********
  
  ******* *******
  8306 ***** Walk
  *********************
  ************
  ******************************************
  
  
  
  
  To Whom This May Concern:
  
  Please be advised that ECSI (********************************.) 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. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense Loans).
  
  
  We have reviewed Ms. ******** complaint. In compliance with the Family Educational Rights and Privacy Act (FERPA), we are unable to share any information regarding any account as Ms. ******* is not listed as an authorized party on any accounts within our system. ***** requires that access to student records is limited to individuals who have been granted permission by the account holder. If anyone with an account serviced by ***** would like to authorize Ms. ******* and ***** her access to their account information, they may contact our office for guidance on updating their account permissions.
  
  If Ms. ******* would like to reach out to EFPLS, the ************************ 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:09/22/2024

  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 refuses to process my Deferment and Student loan cancelation packet. I have tried MULTIPLE times, 5 packets now, all denied and they never once sent me correspondence on their decision to close my case. I end up finding out after I keep seeing bills and and now past due notices coming to my mail. So I call and they say oh yea it was rejected and you never responded so its closed. I asked how are you sending me notification? They said we respond via email. Oh really? Where ?? What email?? They never once sent me an email and NO it is not in spam or any subfolder. Furthermore, borrowers are not allowed to respond to them via email so why is it appropriate for them to notify ME this way? They request all communication through mail but cannot deliver the same. Rules that keep changing in favor of them rejecting my application each time, for example new rules about dates of employment and how long you are allowed to have gaps between employment, and after fixing employment dates the next time saying they cannot accept electronic signatures and rejecting the entire application because HR signed it that way. After going back to my manager and HR to hand fill these applications, guess what my packet was rejected for this time.. They said they didn't have a copy of my degree. I've been doing this for 7 years. And it would have been an easy fix had they actually contacted me but they lied and closed my case again. THEY ARE MAKING THIS IMPOSSIBLE. You can't apply online, the form is conveniently buried on a website NOT ON ECSI, because they don't want you to find it! All clever schemes that should be illegal!!! I never ever had issues prior to them buying out my student loans. How are they legally able to refuse to put my loans in deferment this many times?!!!

  Business Response

  Date: 10/11/2024

  
  ECSI Federal Perkins Loan Servicer                                                         Oct 10, 2024
  P.O. Box 836
  **************** 15108
  Phone:  ************
  Web:  *******************
  
  
  
  ***********
  
  ****** ******
  OR 97140
  ************
  *******************************
  
  
  To Whom This May Concern:
  
  Please be advised that ECSI (********************************.) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. **** is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense 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 ***********************. ***** does not own ********** loan. Ms. ******* loan is serviced by ***** for the ************************
  
  Ms. ******* complaint is that her attempts to cancel and defer her loan have been returned for corrections. ***** has reviewed the paperwork we received in January 2024 (duplicate paperwork received twice) and June 2024. The application received in January 2024 was returned because there was a gap in employment. When this application was returned, ***** provided Ms. ****** with instructions for how to correct the application. Ms. ****** was instructed to use new dates on the application, to correct the endorsement (electronic signature), and to provide a copy of her medical technicians license. The application received in June 2024 was returned because it did not include a copy of her medical technicians license.
  
  EFPLS is committed to the timely review of paperwork that we receive. We ask that Ms. ****** resubmit her application and include a copy of her medical technicians license. If ********* would like to reach out to *****, the ************************ 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: 10/12/2024

  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.
  
  They have neglected to answer why they are not sending any form of correspondence to let me know they needed additional information which I could have easily provided for them to process my application. Instead, they lie about sending notification and in doing so makes the applicant have to start over with a new packet and obtain all the information all over again from management and HR departments. Something is always missing and never once have they contacted me to let me know, I always find out after the fact when I recieve more bills and call them asking why my application was not processed. Show me proof you tried to contact me. No letter, no call, no email. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 10/23/2024

  Ms. ******* rejection to our response to her initial complaint is that she was not notified. Attached is one of the emails that was sent to inform her that additional information was needed.
  
  
  EFPLS is committed to the timely review of paperwork that we receive. We ask that Ms. ****** resubmit her application and include a copy of her medical technicians license. If ********* would like to reach out to *****, the ************************ 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:09/18/2024

  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.

  When I contacted the number on paperwork I talked to an **** who said Out loud This loan was paid off in 2008. I asked if he would mail or email me a copy of that, he said No, I can give you a number to call to get a copy of it. I called that number, confirmed all Questions asked except 1, address of place where I lived when going to school. She even said she didnt understand why it just showed up in April of 2022, that maybe someone processed it wrong. I asked if she could help me correct this, she sent me More paperwork to fill out!! I know for a fact that two loans were taken out and Both Loans paid in Full!! This one was paid in full from an *** return in 2008. I would like an Account Manager to correct this issue and get it off of my credit Immediately!!! It is not my place to research a mistake that there Employee made. All names involved are Sundfor, Caress. Please correct immediately thank you for starting a correction for this on Your side.

  Business Response

  Date: 10/02/2024

  ECSI Federal Perkins Loan Servicer                                                    October 2, 2024
  P.O. Box 836
  **********************
  Phone:  ************
  Web:  *******************
  
  
  
  ********************************
  
  ***** ******
  WY  82401
  Daytime Phone: **************
  E-mail:****************************
  
  
  To Whom This May Concern:
  
  
  EFPLS is a third party servicer for the Department of Education that services Federal Perkins loans on their behalf. We have reviewed your letter and determined that it lacks sufficient information to allow us to locate an account for you in our system and conduct an investigation.
  
  To allow us to investigate your dispute, please provide the following:
  (1)the name of the school and or/creditor, account number and the name, address,telephone number, and relationship of the disputing party to the account, as applicable;
  (2)identification of the specific information disputed and the reason(s) for the dispute; and
  (3)any other documentation which substantiates the dispute. Supporting documentation may include a copy of the relevant portion of the consumer report that contains the allegedly inaccurate information, a police report, a fraud or identity theft affidavit, a court order, or account statements.
  
  If you have any questions regarding this notice, contact us at ************.
  
  Sincerely,
  
  ECSI Federal Perkins Loan Servicer

  Customer Answer

  Date: 10/22/2024

  Email #1:

  I have been sick, then out of town. I will provide the proper information. It would be nice to be able to go in right here, vs have to have the case number. It was ************************************************** in **********- these loans were paid off in 2008 from a tax return to the ****
  Other last names are Sundfor, Caress ******* *. Is where the loan was paid off. I will get copies from the *** and get it to you. My mother is getting the same B S as I am. This is frustrating due to , I was told it was an Error on an employees part in your organization!!! 

  -----------------------------------------------------

  Email #2:

  
  Yes I want to pursue this dispute and get it off of my credit immediately!!!!  Thanks for all of the non help you have given to me as a customer that has already paid this bill in FULL!!!! 

  ----------------------------------------------------

  Email #3:

  The information I did provide shows it coming from your company, not a third party. 

  --------------------------------------------------

  Email #4:

  Look under ***** ******* ************************************************** ********** from ********* of April/ **** Im at work and do not have the account number handy! The woman I talked to was Very surprised that it showed up in 2022! 
  She said she thought it was an employee error that they had chosen the wrong button. And she was no help either. She wanted the address I was at, at the time I was going to college lol all I could remember was Clearfield, ***** and ****** Wy. I did provide all the information she requested except the address for where I was when going to college. She also said she showed it paid off as well. When I get home, I will get you the account number so we can visit about it tomorrow. Thank you for replying back to me in a timely manner. I truly believe Im a victim of fraud with your company.

  ----------------------------------------------------

  Email #5:

  The school was tore down and I believe the paperwork was not properly disposed off, or sold to another company and paid to them- the same for my mother is going on.

  ---------------------------------------------------

  Email #6:

  The tax return was through **** Accounting in ******** Wy in 2008. Paid off in FULL!!!

  ---------------------------------------------------

  Email #7:

  Good morning ********. Please see attached copy of bill I have received with all information needed other than  when it was originally taken out.  I have not taken anything out other than this one and one more around the same year. 

  --------------------------------------------------

  Email #8:

  The IRS paperwork will take me a bit to get due to being SO old and they actually mail them. 

  --------------------------------------------------

  Email #9:

  Other numbers I have are- ******** and 695714780B161.  Please help me get to the bottom of this and get it taken off of my credit. I would like it NOT reported due to false reporting!!!! It showed back up in 2022, and it is Not mine. I would like address and confirm that my social security number was stolen from way back when, and this is fraudulent by someone else.

  --------------------------------------------------

  Email # **:

  I had a late appointment last night. I will go through tax returns that I have now that I can get to the file from moving, and if I have them I will get you copies of that as well.  My accountant died, and its too darn old for them to even get me copies of!!! This is a Mess and Im NOT happy about it. 

  --------------------------------------------------

  Email #**:

  I really would like this taken off of my credit report. An **** that works for your company also said it was Paid in FULL in 2008 verbally over the phone. Then he had me call another number, and that was the woman that said she thought it was an error, and wasnt any help at ALL. When home, I can get all numbers and names of Whom I talked with at your company. 

  -------------------------------------------------

  Email #**

  Do you have the capability of pulling up the history of when I first called in? And it showing whom all I called by history notes??? Find ****, the first call I made in from April or May of 2024. 

  -----------------------------------------------

  Email #**:

  
  Well that would prove that an **** with your company also confirmed that it was PAID IN FULL in 2008

   

   

  Business Response

  Date: 11/06/2024

  
  ECSI Federal Perkins Loan Servicer                                                         November 5, 2024
  P.O. Box 836
  ***********************
  Phone:  ************
  Web:  *******************
  
  
  ID: ********
  
  ***** ******
  WY 82401
  ************
  **************************
  
  
  To Whom This May Concern:
  
  Please be advised that ECSI (********************************.) 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. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense Loans).
  
  We have reviewed this complaint and identified that the loan in question is a Federal Perkins loan that has been assigned by the originating school to the ***********************. Ms. ******* loan is serviced by *****.
  
  Attached is a copy of Ms. ******* Federal Perkins Loan Master Promissory Note for her records. ***** does have an open account with the *********************** for Ms. ******* Federal Perkins Loan. If Ms.****** disputes discrepancies with the credit reporting agencies, she should file credit disputes with the agency in question with the specific discrepancies such that they are required to validate the questioned data with EFPLS.
  
  If Ms. ****** has documentation to support the assertion that this loan was previously paid in full, ***** requests that Ms. ****** provide that documentation to us. ***** will forward that documentation to the Department of Education on her behalf so that they can review it to determine if the loan balance or status should be amended.
  
  If Ms. ****** would like to reach out to EFPLS, the Department of Educations 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: 11/06/2024

  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.
  
  Email #1:

  Ok now I need you to find out whom that was Sold to Because that is where the Loan was Paid in FULL to. This is getting a double Dip on returns on loans and by Law is Against in so Doing!!!

  -----------------------------------------------------------------

  Email #2:

  The school closed and I paid another company for this loan once it was sold to a third party for collection.

   
  Regards,
  
  ***** ******

  Business Response

  Date: 11/21/2024

  ECSI Federal Perkins Loan Servicer                                                         November 20, 2024
  P.O. Box 836
  **********************
  Phone:  ************
  Web:  *******************
  
  
  ID: ********
  
  ***** ******
  WY 82401
  ************
  **************************
  
  
  To Whom This May Concern:
  
  Please be advised that ECSI (********************************.) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. **** is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense Loans).
  
  On November 5th we responded to Ms. ******* complaint and identified that the loan in question is a Federal Perkins loan that has been assigned by the originating school to the ***********************. Ms. ******* loan is serviced by *****.
  
  If Ms. ****** has documentation to support the assertion that this loan was previously paid in full,
  EFPLS requests that Ms. ****** provide that documentation to us. ***** will forward that
  documentation to the *********************** on her behalf so that they can review it to determine
  if the loan balance or status should be amended.
  
  If Ms. ****** would like to reach out to *****, the ************************ 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: 11/21/2024

  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:09/13/2024

  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.

  **** was submitted and accepted a payment in full for my federal Perkins loan that was issued by ********** via a ***** Education Award. This payment was for almost $2,000 and now they have lost it, despite evidence they received the payment. They continue to bill me every month despite my loan being paid off in full.

  Business Response

  Date: 10/02/2024

  ***** is a third party servicer for the *********************** that services Federal Perkins loans
  on their behalf. We have reviewed your letter and determined that it lacks sufficient information to
  allow us to locate an account for you in our system and conduct an investigation.
  To allow us to investigate your dispute, please provide the following:
  (1) the name of the school and or/creditor, account number and the name, address, telephone
  number, and relationship of the disputing party to the account, as applicable;
  (2) identification of the specific information disputed and the reason(s) for the dispute; and
  (3) any other documentation which substantiates the dispute. Supporting documentation may
  include a copy of the relevant portion of the consumer report that contains the allegedly inaccurate
  information, a police report, a fraud or identity theft affidavit, a court order, or account
  statements.
  If you have any questions regarding this notice, contact us at ************.

  Customer Answer

  Date: 10/07/2024

  Name: ******** ****

  DOB: **********

  Address: *****************************************

  Account Number: ********

   

  Business Response

  Date: 10/28/2024

  ECSI Federal Perkins Loan Servicer                                                         October 14, 2024
  P.O. Box 836
  **************** 15108
  Phone:  ************
  Web:  *******************
  
  
  
  ***********
  
  ******** ****
  MA 02169
  Daytime Phone: **************
  E-mail:********************************************
  
  
  To Whom This May Concern:
  
  Please be advised that ECSI (*********************************) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. **** is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense 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 ***********************. Ms. ***** loan is serviced by ******
  
  Ms. ***** complaint is that her ********** payment on her account was lost. Payments for student loans serviced by ***** for the *********************** should be addressed to the following address:
  ***********************
  ECSI Federal Perkins Loan Servicer
  P.O. Box 6200-31
  *****************-6200
  
  EFPLS has been in contact with ******* about the ********** payment that was sent to ECSI at ************************************. This payment, when received by *****, was submitted to the *********************** and subsequently rejected by the receiving bank and stopped by AmeriCorps. ***** is working with ********** to obtain a new payment.
  
  If Ms. **** would like to reach out to EFPLS, the Department of Educations 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:09/08/2024

  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.

  Loan servicer is asking for payments and warning that I will go into default, but every time I go to make a payment their website is down. They have no 24 hour hotline to call. And, they do not respond to messages. They just have an AI automated messenger that responds.

  Business Response

  Date: 09/27/2024

  September 27, 2024
  
  
  ***********
  
  
  ******* **********
  ****************************************************************************
  **********
  *******************************
  
  
  
  To Whom This May Concern:
  
  **** is the third-party billing servicer for student loans on behalf of the ***********************
  
  We do apologize if Ms. ********** experienced any difficulties in reaching our office. In order to pinpoint when Ms. *********** trouble may have occurred, we searched all incoming contacts against the phone number provided over the last 60 days. We were only able to find 1 attempted contact by Ms. ********** from ************ on September ******, at 2:09 PM EST while our office was closed.
  
  **** utilizes a virtual phone assistant that is available 24/7 to assist with questions about student accounts such as billing statements, making payments, benefits, and entitlements options. Live student loan specialists are available Monday to Friday, 7:30 AM - 9:00 PM Eastern Time at ************ or visit ************************** and select Chat with ****.
  
  **** also welcomes Ms. ********** to set up a user profile on our account portal which can be found at **************************. Once a user profile is created, Ms. ********** will need to link her ********************** account using her **** account key number. The **** account key can be located in the upper right hand area of all printed and mailed communications from ****. The **** account key is a ************ alphanumeric number (including a hyphen). For email communications, the **** account key can be located in the lower left hand corner of the communication. Users can also search for their **** account key using their first name, last name, Social Security Number and zip code. ************* can review all her loan information online after the profile is created and account has been linked. In addition to reviewing her account, ************* can initiate payments towards her account.
  
  Users paying through our account portal have several options when making a payment online. Some of these payment methods may result in a processing fee being added to a payment amount thereby increasing the total payment.
  
  If one of the following options is used, a processing fee will be added to the payment amount:
  One-time credit or debit card payment
  One-time direct debit (checking or savings account) payment
  Recurring credit or debit card payment
  There are also several fee-free payment options:
  Recurring direct debit (checking or savings account) payment
  Mailing a check or money order
  Using a banking institution or third-party billing service.
  Please note that a bank or a third-party billing service may charge a fee to submit the payment on the payers behalf
  
  This information is displayed to all users prior to advancing to the payment options on our website. Actual processing fees are displayed after the payment type and amount is entered. The user does have the ability to review this information before submitting the payment.
  
  We have reviewed Ms. *********** account and determined that she spoke with a representative at the university to make alternative payment arrangements.
  
  If Ms. ********** would like to talk with us or has any other questions, she is welcome to contact our *************************** at ************ or visit ************************** and select Chat with ****.
  
  
  
  
  Sincerely,
  ****

• Initial Complaint

  Date:08/16/2024

  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.

  **** is reporting derogatory information on my credit report-I have called to try and access my online account, but am denied access due to being unable to verify the address they have on file which they claim was given to them by the school (10 years ago?) or the address that they say is from the ***** of Education, but is over 7 years old. Every piece of information I give them to verify who I am, they deny. They refused to allow me to update my address and phone number so I can receive correspondence about the account and pay it. I requested multiple times to just pay the amount in full and have notification of the payment sent to my new address and was refused. So they will not allow me access to the online account, I do not get any communication from them because the address they have on file is 7 years ago and I have moved 3 times since then (husband is active duty). I want to pay this in full and get it over with, but they are refusing-it was clear that they were going out of their way to prevent me from paying this off.

  Business Response

  Date: 09/06/2024

  ECSI Federal Perkins Loan Servicer                                                         September 5, 2024
  P.O. Box 836
  **************** 15108
  Phone:  ************
  Web:  *******************
  
  
  
  ID: ********
  
  ******* ******
  *****************
  *********************
  ************
  ********************************************
  
  To Whom This May Concern:
  
  Please be advised that ECSI (*********************************) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. **** is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. ***** is the ************************ student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense 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 ************************ Ms. ******* loan is serviced by ******
  
  On August 23, 2024, **** reached out to Ms. ******* With information from Ms. ******* our representative was able to verify her identity. Our representative was then able to update her account with her current address and phone. Lastly, our representative assisted Ms. ****** with login to the student web portal, and went over payment options.
  
  If Ms. ****** would like to reach out to EFPLS, the Department of Educations 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: 09/09/2024

  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 are below.

  **** continues to report derogatory information to *******, despite no late payments and no missed payments. Additionally, they hold payments until interest has accrued in tiny amounts, therefore the account is never paid off. They send no verification of payment via email, text, regular mail, nothing. I paid what was supposed to be my entire balance via their online portal, but they didnt draft my account until 69 cents of interest accrued, so now I still owe 69 cents-this is absolutely unconscionable. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 09/24/2024

  **** has confirmed that the .69 in question was addressed with the small balance write off process on September 5, 2024. The account is now showing a zero balance and will be reported as paid in full during the next reporting transmission at month's end.