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

57 total complaints in the last 3 years.
15 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:11/30/2025
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.
I'm not responsible for this debt with ************************* , because I never agreed to have a contract with ECSI. When requested, they did not provide me with the original contract they claim they have.
Business Response
Date: 12/05/2025
Dec 4, 2025
****** *******
Daytime Phone: **************
E-mail: ****************************

To Whom This May Concern:
ECSI is the third-party billing servicer of student loans and delinquent tuition accounts on behalf of The **************************
We have reviewed Mr. ******* complaint. As a courtesy to Mr. ******** ECSI reached out to the university on his behalf. The ************************* stated that Mr. ******* ********* loan is currently 48 months past due and that, because of the loans delinquency, they have assigned it to one of their collection agencies, ******** & Fudge.
Mr. ******* loan contract is with the ************************** not ECSI. ECSI is simply a third-party billing servicer for the university. Therefore, we suggest that Mr. ******* contact the university to request a copy of his signed loan contract.

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
Initial Complaint
Date:10/27/2025
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.
This Happened today on the ECSI Phone Line, the person that answered the phone was very rude, laughed the entire time, and wouldn't answer my question, the only question I had was what do I do if my student return from ******* doesn't bounce off my bank, and return to ECSI, and he just simply said it wouldn't do that, and I asked him again, because I'm playing it safe right?? I'm just trying to know what to do if my return, gets lost, he said it again, "it won't get lost", while he's laughing, and he even had the audacity to end his call by saying stay "safe", yet that man gave me no information leading to my call. I also couldn't get in touch with his manager by phone or email. This Call happened at exactly 10:20am cst and the call lasted 9 min 9 sec from phone number ************
Business Response
Date: 10/31/2025
October 31, 2025

ID: ********
***** ******
*******************
*****, LA 70041
Daytime Phone: **************
E-mail: ****************************************

To Whom This May Concern:
ECSI is the third-party servicer of financial aid refund disbursements for **************************
We have reviewed Mr. ******* complaint. We appreciate this matter being brought to our attention.
We will review the call to ensure that our service standards were met and provide coaching to the **************** Representative if necessary.
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
Initial Complaint
Date:10/22/2025
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.
I am seeking to receive the original loan documents from this loan servicer to check the original terms and services and other things that are located in these documents.
Customer Answer
Date: 10/22/2025
They have failed to produce original student loan documents from *************************** from 2003 to 2012. Then ****** allegedly was the current loan services after *********************** ordered the loan to be transferred on August 2016. I want the original loan documents to challenge the validity, accuracy, and authenticity of the original student loans.
Business Response
Date: 10/22/2025
After a diligent search, our company is unable to locate a record for the complainant and determined this complaint needs to be directed to another company.
Customer Answer
Date: 10/22/2025
I am asking this business to provide with original burden of proof documents. As a student loan services they are supposed to sent original documents to borrower and in this matter. I want to check the validality, accuracy, and authenticity of the alleged student loan they had serviced from 2003 to 2012
Customer Answer
Date: 10/23/2025
Complaint Summary:
ECSI was the original servicer for my *************************** student loans, later transferred to ****** around 2012 or 2016. I have requested the original servicing and transfer documents from ECSI, but they have not provided them.
Complaint Details:
I need ECSI to supply copies of my original loan servicing records and confirmation of the transfer to ******. This is not a policy dispute it concerns ECSIs failure to provide my account documentation.
Desired Outcome:
Please have ECSI provide all original servicing and transfer records related to my *************************** loans.

Customer Answer
Date: 10/24/2025
Hello and Im sending a clear copy of 2009 Student Loan Exit Interview that shows under Make Checks Payable and Mail to ************************ C/O E.C.S.I. I demand this case be reopened due to lack of understanding my claim making it seem like I provided conclusory information in the complaint.
Business Response
Date: 10/24/2025
E.C.S.I is not able to locate an account with the information provided. We will need a full account number and or social security number to further research this compliant.
Customer Answer
Date: 10/28/2025
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.

I provided you with the original page from my Exit Counseling document that was signed on April 28, 2009. There's nobody to speak to and they are the original servicer before 2013. I demand that they produce the documents and stop making false claims omitted the facts where it's on paper they were the original creditor for ***** in 2009.

Regards,

***** ****
Business Response
Date: 10/28/2025
We are unable to locate an account with the information provided (first and last name). We will need an account number, social security number, or billing statement to proceed with the complaint.
Additionally, please note that ECSI is not a creditor or lender. ECSI is a third party billing servicer for multiple colleges and universities nationwide, including ***************************

Customer Answer
Date: 10/29/2025
They have the original records of this student loan I need Better Business Bureau to stop letting this corporation lie. I attached 4/28/2009 copy if original promissory note document that shows $7,740 owed to them and they haven't contacted me to retrieve the *** or account number they lazy and entitled making false claims to justify their bad cause acts.
Customer Answer
Date: 10/31/2025
There is no account number on the April 28, 2009 student loan exit counseling documents. **** can use *********** as the Loan ID #
Business Response
Date: 11/12/2025
November 10, 2025

***** ****
DC 20016
**************
*******************************

To Whom This May Concern:

ECSI is the third-party billing servicer of student loans on behalf of **************************
We have reviewed Mr. ***** complaint and identified that the account in question is a Federal ******* Loan. According to ECSIs records, ************************* made several disbursements on this loan from September 2004 through January 2007. The total principal balance on this loan after all disbursements was $7,740.
Our records reflect that ************************* assigned Mr. ***** ******* loan to one of their third-party collection agencies in August 2013 due to its delinquency. Mr. **** then paid the loan in full via the collection agency in January 2014.
ECSI does not have access to the loan documents that Mr. **** has requested, as we are a third-party servicer, not the lender of the loan. However, as a courtesy to Mr. ***** we reached out to ************************* on November 4 to request these documents on his behalf. There has been no response from the university as of the writing of this response. Because ECSI does not possess the requested loan documents and ************************* has not responded to our request, Mr. **** will need to reach out to the originating school himself to request these documents.
In Mr. ***** complaint, he requests that ECSI provide the original 11 Federal ******** Loan Documents before loans were transferred in 2012. ECSI does not service Federal ******** loans. The only loan that we have a record of servicing for Mr. **** is the ********************** loan that was originated by *************************. We recommend that Mr. **** reach out to the *********************** with questions about Federal ******** loans.

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: 11/13/2025
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.

I am formally rejecting ECSIs claim for the $7,740 portion of my student loan and demand the immediate discharge of the entire loan amount of $114,926. Evidence demonstrates this debt was created through constructive fraud, false pretenses, forgery, and fraudulent concealment by **************************** and ***************************. This conduct constitutes identity theft under 18 U.S.C. 1028 and violates federal student loan regulations.
On October 8, 2013, ********************** submitted a loan consolidation to the **************************** without my consent. Forensic Document Examiner ****** ******** issued a notarized Letter of Opinion (August 21, 2025), attached, confirming that none of the signatures on these documents are mine. There is no evidence of my authorization, only fraudulent documents. Federal Student Aid provided the consolidation documents on January 30, 2020, demonstrating fraudulent concealment by ****************************
*************************** has engaged in textbook retaliation and gross negligence, ignoring my documents and repeated requests for verification.
I am formally requesting the 19-***************** Exit Interview documents to:
Verify the validity, accuracy, and authenticity of Lending Institution Officer Kasaunya Princes wet-ink signatures on the originals; and
Review Mr. ***** responsibilities and obligations regarding this loan.
I demand that the BBB direct ECSI to:
Submit a formal letter on my behalf to the ****************************, requesting the immediate discharge of the entire loan amount of $114,926, including the $7,740 owed to ECSI; and
Provide me without delay the requested 19-***************** Exit Interview documents.
I hold VSAC, ECSI, *************************** and *** ****************** fully responsible for the fraudulent creation of this loan consolidation claiming I was in default and that I gave them permission to be my authorized representatives all resulting damages. If these demands are declined or ignored, I will take immediate legal action against all responsible parties, including claims for:
Fraud and forgery
Identity theft
Recovery of the full loan amount and all related damages
Attorneys fees and court costs
This letter serves as formal notice that failure to comply will result in litigation without further warning. I urge immediate corrective action to prevent further legal consequences.

Regards,

***** ****
Initial Complaint
Date:09/26/2025
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.
This is a credit reporting dispute regarding inaccurate information furnished by ****. The account in question is a Student Loan under Account Number: ******************. ESCI is inaccurately reporting a 90-day late payment for February 2020. This reporting is factually impossible as the account was functionally closed and inactive prior to the date of the alleged delinquency. A late payment cannot be generated on an account that is no longer active. **** has failed to verify the accuracy of this information, in direct violation of the Fair Credit Reporting Act (FCRA), which requires all consumer credit data to be accurate, complete, and verifiable. I am seeking the following resolution: 1. Immediate deletion of the inaccurate late payment remark for February 2020 from all credit bureau reports (Experian, Equifax, TransUnion). 2. Written confirmation that the account history has been corrected.
Business Response
Date: 09/26/2025
Heartland E.C.S.I does not service ***********************. Please contact *********************** or your loan servicer for assistance.
Customer Answer
Date: 09/26/2025
Hello, this correspondence addresses my ongoing dispute regarding the derogatory credit reporting by ECSI (Educational Computer Systems, ***** related to my student loan with ************************
The core of my complaint is the inaccurate reporting of a 90-day delinquency and charge-off by ECSI.

At the time of the initial loan and the alleged delinquency (the 90-day late ****** ECSI was the appointed servicer for my *********************** student loan.
My account was closed and service was terminated by ECSI in November 2019, according to information received.
The loans were sold off or transferred to a new provider without any prior notification to me. I was not informed of the new provider's identity, contact information, or the necessary steps to transition my payments.
Subsequently, a 90-day late delinquency was reported on my credit file, followed by a charge-off.
If ECSI ceased to service ****** University loans as they have indicated, I demand an explanation as to how and why they reported a 90-day delinquency that would have occurred after this termination date. A 90-day delinquency would place the start of the late payments in the period following November 2019, when ECSI states they were no longer servicing the account.
I have attached supporting documentation, including:
Screenshots of the credit report showing the charge-offs and the 90-day late ****.
The report from my credit advisor showing the ECSI/***********************************************************

Business Response
Date: 09/29/2025
Heartland ECSI no longer provides services for ***********************. We do not have access to account data for any ****** borrowers and are unable to assist. Please contact *********************** or ION Tuition for assistance.
Initial Complaint
Date:08/20/2025
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.
I attended ****************** for one class over a year ago and am just now receiving this bill. It is unclear to me what it is for. My employer paid the tuition expenses and will need an itemized receipt if there are additional charges to be expensed. There is no statement number on the file and what's more is that it asks me to pay online but cannot find my information. I hesitate to send in a check for an unclear charge.
Business Response
Date: 08/29/2025
August 27, 2025

******* *******
WA 98110
*****************************
************

To Whom This May Concern:
ECSI is the third-party billing servicer of student loans and delinquent tuition accounts on behalf of *******************
We have reviewed Ms. ******** complaint and determined that it is outside of the scope of services that ECSI performs for ******************. As a courtesy to Ms. ******** ECSI reached out to ****************** on her behalf. The University informed ECSI that a payment of $591.00 was applied to Ms. ******** account, but it did not settle the term balance. The University also provided ECSI with a copy of the term bill for the summer session that Ms. ******* attended and we have attached that document with this response.
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 ECSI.

Sincerely,
ECSI

Customer Answer
Date: 08/29/2025

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:08/15/2025
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.
ECSI sent me a notice of late payment in April and charging a late fee for a supposed missed payment in March. I have automatic withdrawal set up where they directly remove money from my account. Additionally, my bank statement clearly shows money to the agreed-upon amount was removed during the period they claimed I missed. Finally, they never gave me advance notice that I had missed a payment and just attempted to charge me. Seeing as I have automatic payment set up, my bank statement shows the funds were withdrawn, and every payment before and after has had no issue, it is impossible for me to have missed a payment. I sent them a letter stating as such including the late payment statements, and they sent a letter back (with my address written in sharpie) that claimed that they did not have enough info from that to determine if I had an account which is ludicrous, especially since they stated in the letter that account statements would be sufficient to give them that information, which I had sent with my first letter. They now claim I have defaulted on my loan because of this false missed payment. I am filing this complaint in the hopes that they will actually try to address this issue, as their customer service is awful.
Business Response
Date: 09/04/2025
September 4, 2025

****** Caswell
*************************
******************
**************
**********************************

To Whom This May Concern:
ECSI is the third-party billing servicer of student loans on behalf of **********************************
We have reviewed Mr. ******** account and determined that he has two loans being serviced by ECSI, INL02A and PHC02A. Both are institutional loans.
The recurring ACH payments that Mr. ******* set up in February 2025 using ECSIs website were set up in an amount that would have been sufficient to cover the minimum monthly installments on both of his loans. However, due to the way in which the payments were set up, an amount greater than the minimum monthly payment was being applied to loan INL02A and an amount less than the minimum monthly payment was being applied to loan PHC02A. This resulted in loan PHC02A becoming past due.
Because Mr. ******* was paying enough to cover the minimum monthly installments on both of his loans, ECSI was able to adjust these payments so that the appropriate amounts were applied to each loan. These adjustments resulted in loan PHC02A being brought current. ECSI also waived and adjusted all of the late fees on loan PHC02A that were assessed as a result of this misallocation of payments.
On September 3rd, 2025, an ECSI **************** Representative contacted Mr. ******* via phone. The **************** Representative explained the adjustments that ECSI had made to Mr. ******** loans and assisted him with setting up new recurring payments that will allocate the correct amount to each of his loans going forward.
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: 09/04/2025

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. I appreciate them rectifying this, as while it was technically an error on my part they have frequently failed in their communication to alert me or let me know about how their minimum payment works, instead sending vague and unhelpful late statements that are in fact not technically true since it was paid on time, just not set up for one of the loans to meet its minimum monthly payment (which I had shortchanged by a few dollars). I appreciate the way they reached out to me and ****** was very helpful in showing me my mistake and rectifying theirs. I am deeply appreciative of their waiving of the late fee after adjusting the payments. Hopefully I will no longer receive any more false late payment claims and I will be ensuring that I do not improperly adjust my loan amount!

Regards,

****** *******
Initial Complaint
Date:08/06/2025
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.
(Before commencing, I reside in a jurisdiction that mandates the consent of all parties prior to the initiation of any recordings. I do not grant permission to be recorded and insist that I not be contacted on a recorded line. Should my request be disregarded, I will promptly pursue criminal charges, as such actions are subject to criminal penalties in my jurisdiction.) I possess a ******************* acquired for ***************** in 2015. Over the past several months, I have consistently submitted applications for deferment, accompanied by current proof of income (which is unemployment, as I am currently without employment). They refuse to grant my deferment application and falsely assert that I am not supplying the requested documentation. This behavior is intentional.
Business Response
Date: 08/15/2025
August 15, 2025
****** *******
PO BOX 910
****************
E-mail: *****************************************

To Whom This May Concern:
ECSI is the third-party billing servicer of student loans on behalf of *****************
Our review of Ms. ******** account determined that the entitlement paperwork submitted by Ms. ******* was submitted incorrectly. Ms. ******* is applying for Unemployment Deferment. On Section 2, Item 1 of the Unemployment Deferment form, Ms. ******* checked No, thereby certifying that she is not receiving unemployment benefits. However, Ms. ******* is receiving unemployment benefits, so she will need to check the Yes box on Section 2, Item 1. Additionally, under Section 3, Ms. ******* provided the date of 3/26/2025, which is the date that her unemployment benefits began. However, her loan is current through July 15th, 2025, so the deferment cannot be retroactively applied to begin on the date that her unemployment benefits began. Ms. ******* will need to list July 15th, 2025 as the date in Section 3. Ms. ******* will need to submit a new Unemployment Deferment request form with these changes made.
Ms. ******* also previously submitted a forbearance request, but has used the maximum term allowed for forbearance and is therefore ineligible to receive those benefits.
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 ECSI.

Sincerely,
ECSI
Initial Complaint
Date:04/29/2025
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 defaulted on a loan from this provider after a medical emergency left me with $5,000 in out-of-pocket expenses. I filed for deferment, but ECSI denied my request. Unable to make payments, the loan was sent to a collection agency after several months.While working with the first collection agency to validate the debt (which they were unable to do), the loan was returned to ECSI. It was then sent to a second collection agency that added an additional $3,000 to the balance I was told I owed.After submitting a complaint to the ************************************ (****), the second agency returned the loan to ECSI once again. ECSI is now contacting me to get the account back into good standing.Whats especially troubling is that during the two years this account was in collectionsand I was actively communicating with those agenciesECSI continued to report late payments, despite no longer holding the account at the ******** they are telling me the account is in a rehabilitation program. When I spoke with a representative over the phone, I was told my payment would be $68/month starting May 15. But when I logged into my account, it showed a ***************************** due on that date instead.This company has been misleading, disorganized, and dismissive of my financial hardship. They show no concern for your well-being or credit historyyoure treated like a number, not a person. I dont know how theyre still in business.
Business Response
Date: 05/08/2025
May 8, 2025

ID: ********

***** *******
**********************************************************
Daytime Phone: **************
E-mail: ********************************

To Whom This May Concern:
ECSI is the third-party billing servicer of student loans on behalf of ********************
We have reviewed Ms. ******** account and determined that the forbearance she requested in September 2022 was denied because her loan is not eligible for forbearance.
On May 24th, 2023, Ms. ******* contacted ECSI via our Live Chat system. The ECSI **************** Representative with whom Ms. ******* spoke advised her that her loan was five months past due and that she would need to pay $393.59 to bring her account current. The representative also advised Ms. ******* of her deferment options and instructed her on how to access deferment forms on ECSIs website. At that time, Ms. ******* stated that she would make the payment to bring her account current on June 1st, 2023, but no payment was made. An acceleration notification email was sent to Ms. ******* on June 23rd, *********************************************************** July 2023.
As a third party servicer, ECSI, is required to maintain the integrity of the credit information provided to the three major credit bureaus. The Fair Credit Reporting Act requires furnishers of information to provide accurate information to the reporting agencies. Our records reflect that the activity on Ms. ******** loan was reported accurately to the credit bureaus.
Beginning in July 2023, we reported Ms. ******** account to the credit bureaus with the status of Sent to a ****************** On April 28th, 2025, ******************* pulled Ms. ******** account from collections and it was reassigned to ECSI. One of our representatives called and spoke with Ms. ******* on April 29th, 2025. A rehabilitation agreement was set up on the account at that time. The payment due for the rehabilitation agreement is $68/month with the first payment beginning on May 15th, 2025. The $68 payment that is due will reflect on Ms. ******** billing statements throughout the rehabilitation period. The Account Overview section on Ms. ******** profile on ECSIs website will continue to show the full past due amount of Ms. ******** loan until the rehabilitation is successfully completed. Once the rehabilitation agreement is successfully completed, Ms. ******** loan will be brought current and any negative credit reporting will be removed.

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

Sincerely,
ECSI

Customer Answer
Date: 05/08/2025
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.
I am filing a complaint regarding inaccurate and misleading reporting by this business. They have reported late payments to the credit bureaus for a period during which they no longer owned my account. The company sold my account to multiple collection agencies, yet continues to report delinquencies as if they still held the account at that time. Not only has the business profited by selling the account to two different collection agencies, but they now claim to own the account again and are demanding the original balance from me. This is not only unethical but potentially fraudulent.
Additionally, they have provided conflicting information regarding the repayment terms. I have received written and verbal communicationincluding a mailed letter, a response to this complaint, and a phone callstating that my monthly payment to bring the account back into good standing would be $68. However, when I log into my online account, it falsely shows a required payment of $2,000 due by May 15, which directly contradicts the agreed-upon terms.

Regards,

***** *******
Business Response
Date: 05/19/2025
May 16,2025

ID: ********

***** *******
**********************************************************
Daytime Phone: **************
E-mail: ********************************

To Whom This May Concern:
ECSI is the third-party billing servicer of student loans on behalf of ********************
We have reviewed Ms. ******** rejection of our response to her complaint and provide the following reply.
ECSI fulfilled its due diligence in attempting to notify Ms. ******* that her account would be assigned to a collection agency. Ms. ******* did not make the payment to bring her account current as she stated she would. Therefore, her loan was assigned to a collection agency due to its delinquency.
Please note that ECSI does not sell any loan accounts. Ms. ******** loan has been owned by ******************* since its origination date and will continue to be owned by ******************* until the loan reaches a zero balance. ECSI simply services this loan on behalf of the university. As part of ECSIs loan servicing agreement with *******************, we are contracted to report the status of the loan to the credit bureaus on behalf of the school. This includes periods of time during which the loan is assigned to a collection agency.
As a third party servicer, ECSI, is required to maintain the integrity of the credit information provided to the three major credit bureaus. The Fair Credit Reporting Act requires furnishers of information to provide accurate information to the reporting agencies. Our records reflect that the activity on Ms. ******** loan was reported accurately to the credit bureaus. Any adjustments made to Ms. ******** credit report that are not warranted would compromise the integrity of the data. We have verified that no error in reporting has occurred and we will continue to report the factual credit history on Ms. ******** loan.
As stated in our first response, the payment due for the rehabilitation agreement is $68/month with the first payment beginning on May 15th, 2025. The $68 payment that is due will reflect on Ms. ******** billing statements throughout the rehabilitation period. The Account Overview section on Ms. ******** profile on ECSIs website will continue to show the full past due amount of Ms. ******** loan until the rehabilitation is successfully completed. Once the rehabilitation agreement is successfully completed, Ms. ******** loan will be brought current and any previous negative credit reporting will be removed.
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 ECSI.

Sincerely,
ECSI

Customer Answer
Date: 05/19/2025
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.
I want proof that ******** has always had ownership of the loan, despite it being sent to multiple collection agencies. If ******** has always had ownership of the loan then legally I want the validation of that because if that was the case then why am I still receiving messages that the loan is with a collection agency and during the two years I was in communication with said agencies I could not make payments directly to ECSI?

Regards,

***** *******
Initial Complaint
Date:04/14/2025
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.
My final payment of $102.83, in the form of a check for a student loan, was refused by ECSI. At first, they said there were insufficent funds which I disputed. Then, they said the account number (on the pre- printed check) was unreadable. When I called **********, they said that the check had not been submitted for processing. They suggested I request a screenshot form ESCI. I called back ECSI and they said there was no screenshot, and that the bank should have a copy of the check, even though it had never been submitted. I then asked for them to return the check so I could see if there was a physical problem with it. They refused and said my only option was to void the check and reissue a new one. When I asked to speak to a supervisor, they claimed that the issue did not warrant escalation. I had to pay $30 for their stupidity and reissue a new check. There is no guarantee that this won't happen again.Please note, that in January 2025, they refused my payment because they claimed the account which I've had for 20+ yrs was closed. It took an hour on the phone to resolve this.
Business Response
Date: 04/24/2025
April 24, 2025

ID: ********

****** *******
******************************************
Apt 1G
******************

To Whom This May Concern:

ECSI is the third-party billing servicer of student loans on behalf of ********************

We have reviewed Ms. ******* account and have determined that the check she submitted (Check #****) was returned by ********** due to their inability to locate the corresponding bank account. ********************** does not charge a fee to the borrower when a check is returned for this reason. If Ms. ******* has documentation proving that she incurred a $30 fee from her bank as a result of the returned check, she can submit that documentation to ECSI so that it can be reviewed to determine whether ECSI should reimburse her for the fee.

On April 14th, 2025, Ms. ******* made an e-check payment using ECSIs website. This payment paid off Ms. ******* ******* loan in full.

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 ECSI.

Sincerely,
ECSI
Customer Answer
Date: 04/25/2025
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.

From: ****** ******* <*****************************>
Date: Fri, Apr 25, 2025 at 9:57?AM
Subject: Complaint #********
To: ****************************************** <******************************************>

I did not see where I could respond to ECSI's explanation to my complaint. ********** stated that they never saw an attempt by ECSI to submit the check. ECSI informed me that the way I signed the check covered one of the digits of the account number. They did not try to submit the check. Based on that, they should have returned the check to me and I would have issued a new one. I still have not received the original check which is my property to dispose of. Because of this, I had to pay the $30 stop check fee.
I chose to pay the reminder of the loan online because at that time, I did not know why they refused the check, and didn't want to risk another refusal and further expense. Let me remind you that when I first submitted the complaint, I was told by the ECSI agent that I could not speak to a supervisor because the issue did not warrant escalation. Later that evening when I called to ensure that the online payment went through and I explained the issue to another agent, it was she who found a supervisor for me to speak to. That was when I learned about the signature issue. Even she refused to do anything about my request to return the check, saying that she was not in the "banking division" and there was nothing more that she could do.
Thanks,
****** *******

Business Response
Date: 04/29/2025
April 29, 2025

ID: ********

****** *******
******************************************
Apt 1G
******************

To Whom This May Concern:

ECSI is the third-party billing servicer of student loans on behalf of ********************

We have reviewed Ms. ******* rejection of our response to her complaint. Our investigation of Ms. ******* account found that ********************** submitted Ms. ******* check to ********** on April 8th, 2025 using an incorrect bank account number. This error was caused by *********************** automated check reader misreading the account number on the check. As a result, the bank returned the transaction with an unable to locate account message.

If Ms. ******* has documentation proving that she incurred a $30 fee from her bank as a result of her request to stop payment on the check, she can submit that documentation to ECSI so that it can be reviewed to determine whether ECSI should reimburse her for the fee.

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 ECSI.

Sincerely,
ECSI
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 found out earlier this month that I never should have been paying on my student loan since I am a teacher at a ********** school. I found this out because I was trying to get my tax document that I have still not been able to retrieve from ECSI or the school. I have made monthly payments on this loan for 5 years now (including during COVID), in those 5 years I was never notified I was eligible for the loan forgiveness. After filling out all the paperwork, backdated as of 5 years ago until current, which were all approved, I was told they could only refund me 5 months of payments for my ******* loan. Even though I provided all of the documents needed to have the loan forgiven and reimburse. I was told that ECSI refund policy is refunds are only available until the next billing cycle. When I asked for this documentation I was told ECSI does not have an exclusive policy or statement in a contract about this. They then told me to review my promissory note, which I did and it had nothing to say about refunds and not receiving them after a billing cycle. Then they referred me to the federal loan website under ******* loans, however this was not referenced in my promissory note, which is the only form of a contract I ever signed. **** forgave the remaining loan amount as of today, however I did call a few weeks back and was told it was forgiven then, which did not happen. However, the 5 years of payments that should not have been made they are saying they are entitled to. Without providing any contractual basis for this claim or any documentation that states this. I have had to call twice to get the loan forgiven, as the first time I was told it was forgiven, it was not. We have yet to receive any tax documents for filing taxes for this year nor any documentation/ contract on this claim that they are entitled to the money that we should not have been paying. We also were never notified of the possibility of the loan being forgiven as we should have been.
Business Response
Date: 04/03/2025
April 2, 2025
ID: ********
***** *********
KS 67147
Daytime Phone: ***********
E-mail: ******************************

To Whom This May Concern:
ECSI is the third-party billing servicer of student loans on behalf of *******************
We have reviewed Mr. ********** complaint and provide the following response.
Neither ECSI nor the school can refund any payments made during the period of time that the borrower seeks to claim eligibility for cancellation. Volume 6 Chapter 4 of the Federal Student Aid Handbook states the following: "Schools may not refund payments made during a period for which the borrower qualified for a cancellation, unless the borrower made the payment because of the schools error."
Neither ECSI nor the school have made an error in collecting the borrower's payment(s) or notifying the borrower about the ******* Loan cancellation benefits. The borrower's promissory note and exit interview informed them that their loan is eligible for cancellation benefits. Additionally, Page 5 of each of the borrower's billing statements contains verbiage informing borrowers that their loan may be eligible for cancellation benefits.
As it relates to Mr. ********** request for a 1098E tax statement, ****************** only contracts ECSI to create a 1098E statement if the borrower paid $600.00 or more in interest during the previous calendar year. Mr. ********* paid $182.27 in interest on his ******* loan in 2024 and therefore did not qualify to receive a 2024 1098E statement. As a courtesy, ECSI has included the interest paid over the previous year on Mr. ********** March 10th, 2025 billing statement.
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

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