Complaints

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

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• 

  E.C.S.I.

  1200 Cherrington Pkwy Ste 200 Coraopolis, PA 15108-4354

• 

  E.C.S.I.

  100 Global View Drive Suite 800 Warrendale, PA 15086

• 

  E.C.S.I.

  p.o box 1030 Coraopolis, PA 15108

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: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
  
  

• Initial Complaint

  Date:03/24/2025

  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 hope this letter finds you well. I am writing to address an issue regarding my student loans that I was unaware of until recently. I recently applied for employment and was rejected for the position due to unsatisfactory credit conditions; student loan delinquency. Upon reviewing my credit reports, I discovered that I have delinquent student loans under my name, which I was previously unaware of as I presumed all of my student loans were being serviced by my primary student loan servicer. I deeply regret this oversight, and I would like to take immediate action to bring my account(s) back into good standing.I acknowledge my responsibility for the loans, and I am committed to resolving any outstanding balance as quickly as possible. I kindly request your assistance in providing me with the details of the loan(s) in question, including the current balance, payment history, and any associated fees or penalties.Additionally, my student loans being serviced by ******/***** are currently in forbearance. However, I would like to the opportunity to bring my accounts with ********************** back into good standing so that I can secure a better paying job and stay on track with my ECSI account(s). If possible, I would also appreciate any guidance on how I can avoid further penalties or damage to my credit during this process.Please let me know the next steps to take in order to resolve this matter, as I am eager to return my account(s) to good standing. I would be grateful for your understanding and cooperation in this matter and look forward to working together to resolve the issue.Thank you for your time and assistance. I look forward to your prompt response.Sincerely, ****** ********

  Customer Answer

  Date: 03/25/2025

  I have not received any communication and/or correspondence from this company regarding any accounts I may have with them prior to the negative credit reporting. And *** still have not received any communication from this company. Additionally, I was not notified prior to the adverse action taken on the account. I wasnt aware of the accounts with **********************. The negative credit reporting by the company is preventing me from obtaining employment. 

  Business Response

  Date: 04/02/2025

  April 1, 2025
  
  ID: ********
  ****** ********
  ****************
  *****************
  Daytime Phone: **************
  E-mail: **********************************
  
  To Whom This May Concern:
  ECSI is the third-party billing servicer of student loans on behalf of the *****************************************************
  We have reviewed Mr. ********* complaint and have determined that his ******* loans have been assigned to a collection agency, ******** & Fudge, due to their delinquency. Mr. ******** can contact ******** & Fudge by calling **************.
  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: 04/03/2025

  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 hadnt received any formal notice that I had an account with this servicer prior to collection activity starting. I am requesting that ECSI recall the debt and correct my credit reports. Additionally, I am requesting that ECSI give me the opportunity resolve my account directly with them. 
  
   
  Regards,
  
  ****** ********

  Business Response

  Date: 04/16/2025

  April 14, 2025
  
  ID: ********
  ****** ********
  ****************
  *****************
  Daytime Phone: **************
  E-mail: **********************************
  To Whom This May Concern:
  ECSI is the third-party billing servicer of student loans on behalf of the **********************************
  We have reviewed Mr. ********* rejection of our initial response to his complaint and provide the following reply.
  ECSI became the third-party loan servicer for the ************************** on May 1st, 2017. At that time, two of Mr. ********* ******* loans (PER24A & PER24B) had already been disbursed and had entered repayment. Prior to being serviced by ECSI, these two ******* loans were serviced by Campus Partners. When the ********************************************* transitioned their loan servicing from Campus Partners to ECSI, Welcome Letters were sent by ECSI to all of the universitys borrowers informing them of the servicing transition and providing them with account information that would allow for them to access and manage their loan information.
  Mr. ********* third ******* loan, PER24C, was disbursed on 1/10/2017 and was scheduled to enter repayment on 4/10/2018. On 6/14/2017, Mr. ******** electronically signed the Exit Interview for this loan, which was done using ECSIs website. The following day, 6/15/2017, Mr. ******** used ECSIs website again to update his billing method to electronic billing. Because Mr. ******** updated his preferred billing method to electronic, many of the communications that we have sent to him since that time have been sent via email to the email address *********************************
  Prior to entering default, Mr. ********* loans had been in a series of consecutive ********* deferments for several years. These ********* deferments were posted to his loans automatically based off of enrollment reporting from the National Student Clearinghouse. While a loan is in a deferment, the borrower is not required to make payments. Therefore, ECSI was not sending regular monthly billing statements to Mr. ******** during this time. However, any time one of those deferments came within 90 days of ending, ECSI did send Mr. ******** electronic notifications advising him that the deferment was coming to an end and that repayment would begin soon.
  The grace ****** following Mr. ********* most recent ********* deferment on loans PER24A and PER24B ended in December 2022. The grace ****** following Mr. ********* most recent ********* deferment on loan ****** ended in March 2023. ECSI sent Mr. ******** an electronic billing reminder on 12/21/2022 informing him that payments were due on loans ****** and PER24B beginning on January 10th, 2023. Mr. ******** would have needed to make a payment or submit a deferment or forbearance request at that time to avoid defaulting on these loans.
  ECSI continued to send electronic billing reminders to Mr. ******** monthly until his loans were assigned to a collection agency. Mr. ********* ****** and ****** loans were sent to a collection agency on 5/17/2023 and his ****** loan was sent to a collection agency on 8/17/2023. Mr. ********* loans have been sent to several different collection agencies since that time. The loans are currently assigned to the collection agency ******** & Fudge.
  Our review of Mr. ********* account also identified that, prior to his loans being assigned to a collection agency, ECSI mailed several Past Due notifications to the address on file for Mr. ********* These notifications were mailed on the following dates:
  February 3rd, 2023
  February 20th, 2023
  March 6th, 2023
  April 3rd, 2023
  May 4th, 2023
  May 19th, 2023
  June 2nd, 2023
  July 5th, 2023
  August 4th, 2023
  ECSI also made several phone calls to the phone number on file for Mr. ******** prior to his loans being sent to collections in an attempt to inform him of his past due balances.
  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 Mr. ********* loans was reported accurately to the credit bureaus. Any adjustments made to Mr. ********* 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 Mr. ********* loans.  
  Additionally, as a third-party servicer, ECSI does not have the authority to recall Mr. ********* loans from the collection agency. Now that his loans have been assigned to an agency, Mr. ******** will need to contact that agency to discuss the available options for resolving the delinquencies. Mr. ******** can contact ******** & Fudge by calling ***************
  
  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: 04/16/2025

  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 writing to formally reject the response provided by ECSI/Heartland regarding my student loan account(s) allegedly serviced on behalf of the **********************************************
  First and foremost, I never received any notificationselectronic or mailedregarding these accounts. This includes welcome letters, billing statements, past due notices, and any other form of communication that ECSI claims to have sent to either my mailing address or any of my email addresses. No legitimate communication was received regarding my loan status, deferments, repayment periods, or default warnings.
  The claim that notices were sent to *********************** is inaccurate. This is not my designated email ********* record, and I have no control or access over any messages allegedly sent there. All official communications regarding student loans should have been directed to ************************* which is the correct email listed and consistently used in all university and financial aid matters.
  ECSIs failure to properly notify me of important account updates, billing changes, and status alerts is a direct violation of the Fair Debt Collection Practices Act (FDCPA) and the Fair Credit Reporting Act (FCRA). These federal regulations require debt collectors and credit furnishers to ensure accurate, timely, and verifiable communications with borrowers prior to reporting negative information to credit bureaus or assigning accounts to collection agencies.
  Furthermore, no valid debt validation notice was ever provided as required under 15 U.S. Code 1692g, and I was denied the opportunity to dispute the debt or request verification within the required timeframe.
  Given that no communication was properly made, and the alleged default was reported without my knowledge or the opportunity to resolve it, I demand that ECSI and its partners immediately:
  Cease all collection activity.
  Remove all negative reporting from my credit file regarding these accounts.
  Provide a full and complete record of all communications allegedly sent to me, including proof of delivery and read receipts (if claimed to be electronic).
  Cease reporting inaccurate or unverifiable information to the credit bureaus.
  I reserve the right to pursue legal remedies if this matter is not resolved promptly and in accordance with federal law. I request that this complaint remain open and unresolved until these issues are addressed appropriately and my credit report is corrected.

  
  Sincerely,
  ****** ********
  **********************************************************************
  **************
  **********************************
  
  
  

  Business Response

  Date: 04/28/2025

  April 25, 2025
  
  
  ID: ***************
  
  ****** ********
  ****************
  *****************
  Daytime Phone: **************
  E-mail: **********************************
  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer of student loans on behalf of the *****************************************************
  
  We have reviewed Mr. ********* rejection of our second response to his complaint and provide the following reply.
  
  ECSI fulfilled its due diligence in attempting to contact Mr. ********* Details of those communications were outlined in our previous response. We will not be removing or changing any negative credit reporting on Mr. ********* loans as the reporting that we have done is all accurate. Per the terms of the ******* loan promissory note that he signed, Mr. ******** is responsible for keeping his address, phone number, and e-mail address up to date with his school and loan servicer.
  
  As stated in our previous response, as a third-party servicer, ECSI does not have the authority to recall Mr. ********* loans from the collection agency. Now that his loans have been assigned to an agency, Mr. ******** will need to contact that agency to discuss the available options for resolving the delinquencies. Mr. ******** can contact ******** & Fudge by calling ***************
  
  
  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: 04/28/2025

  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 am rejecting this response, as I have not received any documentation and/or calls from ECSI. The negative credit reporting is inaccurate and I will take legal action if this matter is not corrected. 
  
  Regards,
  
  ****** ********

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  
  ID: ********
  
  ****** ********
  ****************
  *******, ********
  Daytime Phone: **************
  E-mail: **********************************
  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer of student loans on behalf of the *****************************************************
  
  Mr. ******** has failed to provide any proof or documentation to support the claims that he asserted in his original complaint. ECSI, in good faith, conducted an extensive review of his account and found that there was no merit to any of his claims.
  
  ECSI made numerous attempts to communicate with Mr. ********* as detailed in our previous responses. According to Mr. ********* these attempts failed because the demographic information that ECSI has on file for Mr. ******** is inaccurate. However, based on the terms of the ******* Loan Promissory Note that Mr. ******** signed, it is his responsibility to ensure that his address, phone number, and email address are correct and current with his school and its loan servicer.
  
  ECSIs investigation has found no proof that Mr. ******** applied for a forbearance on or around the date when his loan entered default.
  
  As previously stated, ECSI has conducted an extensive review of Mr. ********** account. Based on the outcome of that review, ECSI is not able to ****************** the outcome he desires. This does not constitute a failure on ECSI's part. ECSI has serviced Mr. ********* loan pursuant to the terms of the promissory note and applicable servicing requirements.
  
  ECSI has addressed all matters within Mr. ********* complaint. ECSI considers this matter closed and will not reopen it without new information.
  
  Mr. ********** loan has been assigned by the lender to their collection agency, which is within their rights based on the terms of the ******* Loan Promissory Note. Mr. ******** will need to direct all further inquiry to the collection agency.
  
  Sincerely,
  ECSI
  
  
  

  Customer Answer

  Date: 04/30/2025

  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 reject this response as previously mentioned, have never received any correspondence from ECSI, I was not informed about the right to request a forbearance. Additionally, I wasnt informed prior to adverse credit reporting. Furthermore, I will not communicate a debt collector regarding this matter and therefore request a cease and desist of any collection activities and/or communications from debt collectors. ECSI has failed at servicing my loans  and failed to provide any information prior to proceeding with collection activities. 

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

• Initial Complaint

  Date:03/19/2025

  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 setup auto pay for my student loans several times with this company and on several occasions they have served me late fees because their system would not process the payment correctly. Each time i was given no warning anything was wrong and they refused to fix the problem just telling me that i was lying. The customer support would often close support tickets instantly without trying to help. I feel like these fees are fabricated to take advantage of students that cant fight back

  Business Response

  Date: 03/23/2025

  March 21,2025
  
  ID: ********
  **** *****
  ********************************************************************************
  Daytime Phone: **************
  E-mail: ****************************
  
  To Whom This May Concern:
  ECSI is the third-party billing servicer of student loans on behalf of the *************************
  We have reviewed Mr. ****** account and have determined that he set up a series of recurring credit/debit card payments on November 18th, 2024. The first payment in this recurring series, which was scheduled for December 1st, 2024, was declined, which resulted in the automatic cancellation of the entire series of payments. Credit card companies do not allow for payments towards student loan debt, so if Mr. ***** set up these recurring payments using a credit card, then that may explain why the December 1st payment was declined. If Mr. ***** set up these recurring payments using a debit card, then he will need to contact his financial institution for more information as to why the payment on December 1st was declined.
  Our review of Mr. ****** account also identified that ECSI sent billing notices to Mr. ***** on the following dates:
  December 10, 2024
  January 10, 2025
  February 10, 2025
  March 10, 2025
  ECSIs billing statements provide borrowers with information pertinent to their loan accounts, such as the amount due and the account status.
  Mr. ***** is welcome to set up a new series of automatic recurring payments using a debit card or the routing and account numbers from a checking or savings account. Please note that payments made with a debit card are subject to additional processing fees. As a reminder, Mr. ****** due date for this loan is the 1st of each month. Any payments received after that date each month may result in additional late fees.
  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: 03/24/2025

  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 did not receive a single billing notice from ECSI
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:02/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attend *******************, which uses ECSI as a third-party vendor to issue 1098-T/E tax statements. Tax statements are to be delivered prior to January 31st. I enrolled in ECSI's account program to obtain my tax statement; however, there is no tax statement available. I have attempted to call and stay on hold with customer service four different times, but each time I am on hold, I get hung up on. They have an option for them to call you back because their wait times are over 1 hour long, which I have requested twice but have not received a call back. I have attempted to use their chat system, but each time I chat with an agent, they end the chat unprompted, even though I am responding in a timely manner (within seconds, I responded). I have tried to call the University, but they say it's not their problem. I am literally stuck and need the tax document to complete my taxes.

  Business Response

  Date: 02/14/2025

  February 14, 2025
  
  ***********
  
  ****** ******
  ***************************************************
  
  To Whom This May Concern:
  ECSI is the third-party 1098-T servicer for ********************
  We have reviewed Mr. ******* complaint regarding his 1098-T form. At the time of his complaint, ECSI had not yet received the data file from ******************* containing Mr. ******* 1098-******.  Since that time, an additional data file containing Mr. ******* 1098-****** was sent by ****************************************************************. His 1098-T form is now available online for him to access.
  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: 02/18/2025

  
  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:01/21/2025

  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.

  So I've had automatic payments sent up since 2018 since I graduated college. I recently found out that they were turned off apparently on August 31st 2024 (which i didn't do) but they said someone did. They said I received an email confirmation about doing so (i searched all the inboxes and no emails are to be found, last one is from June of 2024). I searched for the other emails that they said were sent but couldn't find them either. And now to find out it was sent to collections but shouldn't have never been sent to it since I never turned it off. I've asked for proof of these emails or if they can resend them and was told they don't have access to it. I've asked for log in record logs and was told we don't keep track of that (Which isn't true because they tell on on the top right of the page when you last logged in). I am more than happy and willing to pay the outstanding balance to catch up and have the account be put back into good standing and to have a goodwill adjustment from ECSI. I would just like to have this matter resolved and not have my credit score tanked because of this.

  Business Response

  Date: 01/28/2025

  January 28,2025
  
  
  ********
  
  *********************************
  Daytime Phone: ************
  E-mail: ******************************
  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of *************************
  
  We have reviewed ****** Nordhausens account and have determined that recurring ACH payments on the account were removed due to multiple returned payments. Letters were sent to ********************************* on 6/7/24 and 6/21/24 to notify them of the delinquency. Attempts to reach ********************************* on 7/25/24 and 8/30/24 were unsuccessful and a voice message was left. Additionally, emails were sent to ********************************* on 11/5/2024 and 12/7/2024.
  
  As a courtesy to ********************************************************* reached out to ************************ on their behalf.  The university agreed to pull the account from collections, providing ********************************* the opportunity to bring the account current. Any negative credit reporting has been removed. Please note that it can take up to sixty days for the updated credit reporting to be reflected.
  
  If ********************************* would like to talk with us or has any other questions, they are welcome to contact our *************************** at ************ or visit ***************************************************** and select Chat with ECSI.
  
  
  
  
  Sincerely,
  ECSI

  Customer Answer

  Date: 02/11/2025

  
  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:11/17/2024

  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 consolidated my student loan to **********. When ECSI transferred the loan I had a credit of $768. 72. ECSI has not sent me the credit. They claim to have sent Aidvantage the credit however they refuse to provide proof. Aidvantage has never received the credit. I have called several times and have been hung up on. I reached out to *************************** who has tried to intervene on my behalf with no resolution.

  Business Response

  Date: 11/27/2024

  November 27,2024
  
  ID: ********
  ***** ******
  ************
  *****************************
  
  To Whom This May Concern:
  ECSI is the third-party billing servicer for student loans on behalf of ****************************
  We have reviewed Ms. ******* complaint. Our records indicate that a payment was sent to Aidvantage for the overage on August 8th, 2024 to bring Ms. ******* account to a zero balance in our servicing system.  We have contacted Aidvantage to request confirmation that the payment was received and has been applied to Ms. ******* account.  
  At this time, ECSI is awaiting a response from **************************** 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: 12/01/2024

  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.
  
  

  The attachments show that Aidvantage disbursed $60,399.74 on 7/26/24 to ECSI and ECSI applied it 8/2/24 which then showed a $768.72 credit on my account. 5 Days later on 8/7/24 they show an amount of $59,631.02. ECSI states they sent the credit of $768.72 to Aidvantage which Aidvantage says they never received. The amount that was applied to Aidvantage and then resold to Mohela was $60,399.74. ECSI states in their reply that I can reach out to their customer service line for help which I have done several times only to be hung up on, told supervisors are not available and that my claim is resolved and they will not look further into it. ********************************* has also reached out on my behalf several times with no resolution. I have asked for proof numerous times from ECSI that they sent the credit to Aidvanatge with no proof being provided. On several occasions ECSI customer service told me different stories. First the credit was sent directly to me and just to wait. When it never arrived I was told it was sent to **************** and to call them. I called **************** and ***** State said they never received it. I was then told it was sent to ********** and I had to wait 8 weeks for which I did and nothing. Their reply does not resolve my issue of the missing $768.72.
  
  Regards,
  
  ***** ******

  Business Response

  Date: 01/07/2025

  January 7, 2025
  
  
  ID: ********
  
  ***** ******
  ************
  *****************************
  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of ****************************
  
  ECSI contacted Aidvantage in November 2024 in an effort to resolve Ms. ******* original BBB complaint. Aidvantage did not respond to our inquiry at the time, so upon receipt of this follow-up complaint from Ms. ******* ECSI contacted Aidvantage again to request a response to our original inquiry. Aidvantage responded by stating that Ms. ****** is on their disbursement list and that she should receive the refund on January 10, 2025.
  
  
  
  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.
  

  Customer Answer

  Date: 01/08/2025

  
  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:11/15/2024

  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.

  E.C.S.I Heartland are the worst company to deal with when it comes to student loans. I went to school with *********************** that misled me into believing that I CAN transfer with my courses to other schools and further my career in the medical field. I graduated *********************** in 2011 with my Associates degree in Medical Assisting. It is 2024 and I am still waiting to be accepted for a job. Nevertheless, E.C.S.I Heartland told me today that my balance of $36,087.26 for an Associate's degree that I can't even use, is in Pre-Acceleration. I thought all my loans were in Forbearance. I was told by the Live Agent that only 2 of my 4 loans are in Forbearance. The 2 that aren't are in Pre-Acceleration. I asked to be placed in Forbearance as the previous agent said that I would be and I was told that I have "exhausted" my chances to put these loans in Forbearance. What? Is this a joke? This is unacceptable.

  Business Response

  Date: 11/22/2024

  November 21,2024
  
  
  ***********
  
  ******* ******
  ****************
  Apt 3804
  Warner Robins, GA 31088
  ************
  *******************************
  
  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of ************************
  
  We have reviewed Ms. ******* complaint and have determined that she has already utilized the full extent of her loan forbearance eligibility.  We are unable to accommodate her current request for additional forbearance on her loans.
  
  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:11/04/2024

  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.

  07/21/24, I called to clarify the account number/what I owed, and they stated there was no account with my name/university. After many calls on 07/23/24 (9 total calls), a check was mailed with all the account info. they requested with the full amount owed at that time $6,056. They received this on 07/29/24. Its shows on my account under ********************** history. I received another bill in the mail showing that I had not made any payments/ I owed even more than before because of the added interest. I called many times on 08/20/24 to see what the issue was. They sent back the check stating it was the wrong account number they gave me. The mail bill account number did not match what was on the account. They ensured me that they corrected this and to use the number on the account online when sending in the payment. Another check was sent in with the information they told me to use with it for the full amount owed at the time $6087 (they would not knock off the interest even though they admitted the account number issue was on their end). They received this on 09/04/24. It is stated in my account online that they received this. However, again they did not process this and list it as a payment on my account, and I received another bill stating no payments have been made. I did not want to make any additional payment when they have not stated to me why the previous check was not processed. On today 11/04/24, I called twice to see what was wrong with the account and check sent in. Again, they had trouble finding me with the account number that was on my online account through their website. About 20 minutes into the phone call, I was put on another hold to see about the check and I was hung up on. After I told them many times, we did exactly what they told us to do when submitting the check. I did not do online payment because it was hundreds of dollars of fees when paying the amount. I have reached the point where I am unsure what they have done with the money sent to them.

  Business Response

  Date: 11/19/2024

  November 18,2024
  
  ID: ********
  ********* ***************
  *****************************************************************************
  ************
  *******************************
  
  
  To Whom This May Concern:
  ECSI is the third-party billing servicer for student loans on behalf of ************************************************ (****).
  Our review of Ms. **************** account determined that on July 1, 2024, Ms. **************** July bill, which was sent on June 10th, was returned to ECSI as undeliverable and her account was marked as having a bad address.  On July 6, 2024, an email was sent to ********************************* notifying her that her account was five days past due. On July 21st, Ms. *************** logged into the ECSI website and acknowledged her correct address. The payments that Ms. *************** attempted on 7/29/2024 and 9/4/2024 were returned by the banking institution with the reason of Unable to Locate Account, meaning that the bank could not find any account with that account number in its records and the *********************** could not be processed. Letters were sent to Ms. *************** on 8/2/2024 and 9/9/2024 informing her that the payments could not be processed.  
  Subsequently, Ms. *************** made a $5,000-dollar payment through our website bringing her account current.  At this time, her payoff balance is $1,153.79 with monthly interest accruing on the 10th of each month.
  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