PROCEDURE
1. Always review the client’s specific instructions located in schools notes, e-mail, or any other related documents before investigating the complaint. As a third party servicer client specific instructions always control.
2. Late, Phone & Letter Fee(s) Disputes: Unless client specific instructions dictate otherwise,
2.1. If a student or borrower’s account does not show a history of late payments or they have contacted us within (3) months of their first billing statement, customer advocates may remove or adjust late, phone, and letter fee(s) that are disputed.
2.2. Any fee that was the direct cause of another fee the student or borrower has already satisfied (referred to as “Chasing Fees”) are to be removed or adjusted off an account when identified.
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Returned Payment fee(s) Disputes (NSF): NSF fee(s) may be removed by any customer advocate if the student or borrower’s payment history shows they haven’t had a payment rejected in the previous (12) months or the reason the payment was returned to us was “unable to locate account”.
3.1. If the student or borrower has had an NSF fee removed in the past (12) months and they state, the current NSF fee was caused by a system or employee error submit a “Cust-Serv Account Research” ticket. The issue will be investigated by a member of the escalation team.
3.1.1. After the ticket is investigated it will be returned to the customer advocate. The customer advocate is required to notify the student or borrower within (2) business days of the resolution.
4. Interest accrual disputes: Interest may be removed from an account if the student or borrower can prove they attempted to satisfy the entire amount of the debt before interest would accrue. i.e. a payment was sent and applied differently than the student or borrower intended or the student or borrower attempted to setup a direct payment online and did not indicate they wanted the payment drawn while in periods of grace or deferment. 5. Deferment, Cancellation, or Forbearance decision disputes: When a student or borrower disputes decisions made by Heartland ECSI on deferment, cancelation, or forbearance requests gather and review all relative documents sent by the student or borrower located in the Employee Menu*. Attach the documents to a “Cust Serv Account Research” ticket. A member of the escalation team will review the documents within (3) business days. Once completed the ticket will be returned to the customer advocate who will contact the student or borrower within (1) business day of the completed investigation. 5.1. If the student or borrower does not qualify, research and present all available options the client or loan regulations have in place that may assist them. 5.2. When additional documentation is required to process a deferment, cancellation, or forbearance the student or borrower must submit the paperwork via fax or mail to Heartland ECSI with the client’s name listed on the document. If the student or borrower requires additional time to collect supporting documentation a stop code may be placed on fees & credit reporting for 30 days. 6. Total Permanent Disability Discharge (TPD) & Bankruptcy discharge disputes: If a student or borrower states their loan should be discharged or on hold due to TPD or Bankruptcy place a 60-day hold on fee’s and credit reporting. Advise the student or borrower to have supporting documentation faxed or mailed to Heartland ECSI with the client’s name on the document. 6.1. If documentation has already been sent to Heartland ECSI and it doesn’t reflect on the account advise the student or borrower to have it sent via certified mail. 6.2. If the student or borrower states the client or school has the documentation, submit a “Cust-Serv Account Research” ticket. A member of the escalation team will assign the ticket to the “Client Support” group within TeamSupport to have the client contacted. Advise the student or borrower you will contact them back in 3-5 business days once the client has been contacted. 6.2.1. After a member of client support has contacted the client or school the ticket will be returned to the “Cust-Serv Team Lead” group. The customer advocate will then contact the student or borrower within (1) business day notifying them of the schools instructions. 7. Credit Reporting Disputes: By law Heartland ECSI can only remove credit reporting if there is a verifiable just cause as
1. Always review the client’s specific instructions located in schools notes, e-mail, or any other related documents before investigating the complaint. As a third party servicer client specific instructions always control.
2. Late, Phone & Letter Fee(s) Disputes: Unless client specific instructions dictate otherwise,
2.1. If a student or borrower’s account does not show a history of late payments or they have contacted us within (3) months of their first billing statement, customer advocates may remove or adjust late, phone, and letter fee(s) that are disputed.
2.2. Any fee that was the direct cause of another fee the student or borrower has already satisfied (referred to as “Chasing Fees”) are to be removed or adjusted off an account when identified.
3. …show more content…
Returned Payment fee(s) Disputes (NSF): NSF fee(s) may be removed by any customer advocate if the student or borrower’s payment history shows they haven’t had a payment rejected in the previous (12) months or the reason the payment was returned to us was “unable to locate account”.
3.1. If the student or borrower has had an NSF fee removed in the past (12) months and they state, the current NSF fee was caused by a system or employee error submit a “Cust-Serv Account Research” ticket. The issue will be investigated by a member of the escalation team.
3.1.1. After the ticket is investigated it will be returned to the customer advocate. The customer advocate is required to notify the student or borrower within (2) business days of the resolution.
4. Interest accrual disputes: Interest may be removed from an account if the student or borrower can prove they attempted to satisfy the entire amount of the debt before interest would accrue. i.e. a payment was sent and applied differently than the student or borrower intended or the student or borrower attempted to setup a direct payment online and did not indicate they wanted the payment drawn while in periods of grace or deferment. 5. Deferment, Cancellation, or Forbearance decision disputes: When a student or borrower disputes decisions made by Heartland ECSI on deferment, cancelation, or forbearance requests gather and review all relative documents sent by the student or borrower located in the Employee Menu*. Attach the documents to a “Cust Serv Account Research” ticket. A member of the escalation team will review the documents within (3) business days. Once completed the ticket will be returned to the customer advocate who will contact the student or borrower within (1) business day of the completed investigation. 5.1. If the student or borrower does not qualify, research and present all available options the client or loan regulations have in place that may assist them. 5.2. When additional documentation is required to process a deferment, cancellation, or forbearance the student or borrower must submit the paperwork via fax or mail to Heartland ECSI with the client’s name listed on the document. If the student or borrower requires additional time to collect supporting documentation a stop code may be placed on fees & credit reporting for 30 days. 6. Total Permanent Disability Discharge (TPD) & Bankruptcy discharge disputes: If a student or borrower states their loan should be discharged or on hold due to TPD or Bankruptcy place a 60-day hold on fee’s and credit reporting. Advise the student or borrower to have supporting documentation faxed or mailed to Heartland ECSI with the client’s name on the document. 6.1. If documentation has already been sent to Heartland ECSI and it doesn’t reflect on the account advise the student or borrower to have it sent via certified mail. 6.2. If the student or borrower states the client or school has the documentation, submit a “Cust-Serv Account Research” ticket. A member of the escalation team will assign the ticket to the “Client Support” group within TeamSupport to have the client contacted. Advise the student or borrower you will contact them back in 3-5 business days once the client has been contacted. 6.2.1. After a member of client support has contacted the client or school the ticket will be returned to the “Cust-Serv Team Lead” group. The customer advocate will then contact the student or borrower within (1) business day notifying them of the schools instructions. 7. Credit Reporting Disputes: By law Heartland ECSI can only remove credit reporting if there is a verifiable just cause as