Student loan -- Dealing with your lender or servicer -- Complaint #17888269

Complaint Overview

Complaint ID: 17888269

Company: Heartland Payment Systems INC

Product: Student loan

Sub-Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Sub-Issue: Don't agree with the fees charged

State: California

ZIP Code: 902XX

Date Received: 2025-11-24T12:00:00-05:00

Date Sent to Company: 2025-11-24T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

XXXX never notified me that they were the servicer of my account. They never sent me a bill until after I was sent to collections, which violates the following laws : 34 CFR 674.43 Due Diligence Requirements This is the core federal regulation governing borrower notifications for XXXX XXXX. Key points : Servicers and schools must make reasonable efforts to contact borrowers about : Repayment obligations Loan status ( delinquency, default ) Amount owed and payment schedules Specific requirements include : First billing notice : The school or servicer must notify borrowers of their first payment due date, amount, and how to pay. Follow-up notices : For missed payments, the servicer must send additional notices. Final demand letter : Before sending the loan to collections, the borrower must receive a final written notice. Skip-tracing : If mail is returned or the borrower can not be reached, servicers must make additional efforts to locate the borrower. An institution must maintain records of all contacts and attempts to contact the borrower, including mailings, phone calls, and skip-tracing activities. 34 CFR 674.43 ( a-b ) There is no statue of limitation on these corrections. To allow XXXX to correct the balance, I am requesting the following : 1. Complete XXXX XXXX Master Record Including : Original disbursement amounts and dates Loan type confirmation ( XXXX ) Interest rate Any prior adjustments or corrections Assignment or transfer details 2. Full Transaction-Level Payment History ( from origination to transfer ) Including all : Payments received and how they were applied Reversals or adjustments Capitalized interest Late fees or collection costs Transfers to/from collections Dates, amounts, and transaction codes for all entries 3. Documentation Supporting Any Balance Impacts Including : Deferment and forbearance forms and approval records Interest calculations used during servicing Any corrections, misapplied payments, or servicing errors previously identified Collection agency transfer records and cost assessments 4. Required Due-Diligence Servicing Records ( 34 CFR 674.43 ) Including : Copies of all billing statements Copies of all mailed notices, including first bill, past-due notices, final demand letters Contact logs showing all attempts to reach me ( mail, phone, email ) Returned mail notices Skip-tracing results if performed Exit counseling documentation or attempts to conduct exit counseling 5. Written Statement Confirming Any Needed Corrections If XXXX or the school has identified any errors in the servicing, balance, or calculations, please provide a written statement detailing : What was incorrect How the correct balance should be calculated The records supporting the correction Purpose of This Request XXXX has stated that they can not adjust the balance on my XXXX Loan without receiving the above documentation directly from XXXX or the school. Because you serviced this loan and are responsible for maintaining complete historical records, your cooperation is required so that XXXX can update the balance accurately. Deadline Please provide this documentation within 30 days. You may send the records via mail. If you can not provide any of the required documents, please state so in writing and explain the reason. Conclusion This request is being made so that the current servicer can bring the loan record into compliance with federal XXXX XXXX regulations. Your prompt response. Sincerely, XXXX XXXX

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