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.

  p.o box 1030 Coraopolis, PA 15108

• 

  E.C.S.I.

  100 Global View Drive Suite 800 Warrendale, PA 15086

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:10/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a student loan that ECSI will not change it is reporting inaccurate information with different account numbers stating I owe ***** and late 180 days . I have provided documentation stating otherwise ************************** loan is inaccurate Please have equifax and Experian delete this item off my credit report due to inaccuracys ********** has followed suit

  Business Response

  Date: 11/08/2024

  ECSI has reached out the the University to validate the claims made herein. We are still awaiting verification from the University and ECSI can not make these requested changes without their approval.

• Initial Complaint

  Date:10/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. Countless past communications, I contacted E.C.S.I. students servicer for ************************* requesting an economic hardship deferment. Very recently, my financial situation has gotten worse. With rent, utility bills, car payments, auto and home insurance, gas and groceries, my financial situation meets a crunch mid month scraping to get by. The last few months or so, when able, I scheduled automatic bank draft payments which has now knock down what little I could makes ends meet as a bridge to the next month. Additionally, *** had no savings in a long time. On the E.C.S.I. website there were no forms to be found for the ********* loan from the *************************. I was no doubt given this loan after earlier situations, also being the family member of the ************************** first Black student. I was denied many opportunities while a student there, except being given this private student loan when I fully qualified for all Federal student financial aid and a local in state grant. Ive attached over a dozen pictures from the E.C.S.I. website. Help is needed, even if a financial plan of significantly smaller amounts could be paid monthly. Preferably at least a 6 month to a year deferment with paused interest or affordable payments to keep the interest down. Help needed badly.

  Customer Answer

  Date: 10/16/2024

  Hello. Clarification on what the company, E.C.S.I. student loan serviced did wrong is as I already stated, and showed in photos of their website,  there are no financial hardship, deferment, forbearance or any needed forms pertaining to the ********* student loan, and no one could tell me anything or what to do calling. They couldnt even let me know if I could put my payments directly towards the principal instead of the interest. Most of my past emails were never answered also. So, yes, there are many things wrong. 

  Business Response

  Date: 11/01/2024

  October 30, 2024
  
  ID: ********
  
  ****** *******
  *******************
  Marks, MS *********************************************************************** Whom This May Concern:
  ECSI is the third-party billing servicer for student loans on behalf of the **************************
  
  ECSI welcomes Mr. ******* to set up a user profile on our account portal which can be found at *****************************************************. Once a user profile is created, Mr. ******* will need to link his ************************* account using his ********************** account key number. The ECSI account key can be located in the upper right hand area of all printed and mailed communications from ECSI. The ECSI account key is a ************ alphanumeric number (including a hyphen). For email communications, the ECSI account key can be located in the lower left hand corner of the communication. Users can also search for their ECSI account key through their online user profile using their first name, last name, Social Security Number and zip code. 
  
  Mr. ******* may access the form and instructions on how to submit his request for an economic hardship deferment by following this link: General Forbearance Application. This form is typically used for Federal ******* loans, but it can also be used for 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:09/25/2024

  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.

  I was denied by Financial Aid administrator through Heartland ECSI to put my ill issued malicious as I later discover private ********* student loan payments on the principal and not interest. My request was denied. I prefer the loan be cleared, or at least all the interest thats accumulated for ECSI refusal to pay on the principal. Past email sent to Heartland ECSI and Ole Miss."Never give up, for that is just the place and time that the tide will turn."******* Beecher ***** "It's a lot easier to change a law than to change a human heart."President ****** W. **** "A successful man is one who can lay a firm foundation with the bricks others have thrown at him."***** ********, ******** Journalist (****-2003)TO: The ************************* Chancellor (Ole Miss) ******* S. ******, Trustees the *** Mississippi, Advocates, Inspectors, Congressional/Senate Leaders, Journalists and All My Fellow Americans: Hello. Good morning to Everyone. Please read all of this, awareness is so important. Subtle racism, given a private loan out of sight, when I qualified for more, disgraceful. Ole Miss continues to put up a fake front on racial fairness, no equality of course. I'd first like to say to Chancellor ******* S. ******, of ********** (where's the ethical fairness?), I have had so many sleepless nights, gray hairs and unjust worries and dread, not to mention all else. I am again writing you asking you and the *** of Mississippi and *********************** whose at fault to DISMISS and CANCEL the ********* Loan of which I was treated with scorn, disgust and disdain and now I am still being tormented and harassed with by ***********************. CANCEL THE ENTIRE ILL RECEIVED LISN GIVEN BY OLE MISS BY AN ADMIN WHO HING IP ON ME AND AT LEADT CLEAR THE INTETEDT OF PLACE MY PAYMRNTD ON YHR

  Business Response

  Date: 10/10/2024

  ECSI has responded to several complaints from Mr. Rayford on this topic of his McKinstry loan that was provided while he attended the University of Mississippi.
  Mr. Rayford's complaint is outside the services ECSI offers. ECSI is not involved in the type of loan a student receives. These decisions are made by the school.

  The type of entitlements associated with a loan are determined when the loan is created and would be documented fully within the promissory note signed when the funds are provided.
  

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22336275, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   This matter is still unresolved for all the reasons already stated in this same complaint. 

  
  Regards,
  
  Gordie Rayford

• Initial Complaint

  Date:08/22/2024

  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.

  ECSI is saying i opted for electronic billing but i never opted in. ECSI Stopped sending paper bill. So they can charge late fees. I asked for my paper bill for August they refused to send me one. I went online to pay because they refused to send me bill in mail and noticed they charge 3 % + 1.25 for paying online which leads me to believe ECSI is forcing people who are already struggling to pay online so they can collect extra fees.

  Business Response

  Date: 09/11/2024

  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of the University of Arizona.
  
  We have reviewed Mr. ******’ account and determined that during a call on November 21, 2023 the account was requested to be switched to electronic billing notifications. We have, as of this letter’s date, removed the account from electronic billing notifications and will resume paper billing. The next billing statement will be generated September 25, 2024, for the October 15, 2024 installment.
  
  If Mr. ****** would like to talk with us or has any other questions, he is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  
  
  
  Sincerely,
  ECSI

  Customer Answer

  Date: 09/11/2024

  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. 
  i have not received a paper bill. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:07/24/2024

  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.

  On January 18, 2024 I authorized Heartland ECSI to draft my bank account for $2104 for five months of unpaid payments. At no point did Heartland ever call or email me to let me know that my account was past due. On that day, I set up a one time ACH payment to bring my account current. I noticed on July 24, 2024 that every month since February Heartland ECSI has drafted a monthly payment of $2,104 even though I have email proof saying that I canceled the recurring payment on January 18, 2024. When I called Heartland ECSI they were extremely unhelpful and and gaslighted me by saying that I authorized them to withdraw five times my monthly payment for seven months. I have reported them to student aid.gov and have submitted a claim for fraud to my bank.

  Business Response

  Date: 08/15/2024

  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of University of Detroit Mercy.
  
  We have reviewed Ms. ******’s account. On January 18, 2024 a one-time payment was set up by Ms. ****** through our account portal at 2:10PM EST which was subsequently cancelled. On January 18, 2024 at 2:20PM, a recurring payment was set up by Ms. ****** in the same amount to draw each month on the 20th.
  
  Users paying through our account portal have several options when making a payment online. Some of these payment methods may result in a processing fee being added to a payment amount thereby increasing your total payment.
  If one of the following options is used, a processing fee will be added to the payment amount:
  One-time credit or debit card payment
  One-time direct debit (checking or savings account) payment
  Recurring credit or debit card payment
  There are also several fee-free payment options:
  Recurring direct debit (checking or savings account) payment
  Mailing a check or money order
  Using a banking institution or third-party billing service. Please note that a bank or a third-party billing service may charge a fee to submit the payment on the payor’s behalf
  This information is displayed to all users prior to advancing to the payment options on our website. Actual processing fees are displayed after the payment type and amount is entered. The user does have the ability to review this information before submitting the payment.
  
  Each month after the recurring payment was set up, Ms. ****** was sent a reminder email letting her know about the pending draw and the amount:
  ---------------------------------------------
  Subject: Reminder That Your Scheduled Recurring Payment Will Be Processed by Heartland ECSI
  
  Dear ******* ******,
  
  This is a reminder that you have an upcoming payment scheduled on XX/XX/XXXX in the amount of    $XXXX.XX plus any applicable fees payable to UNIVERSITY OF DETROIT MERCY.  Please be aware that if your scheduled payment date falls on a weekend or holiday, it will be processed on the next business day with no penalty.
  
  To view the details of your scheduled payment, log into your account at https://******************.  Click on the View Account button and click on the Next Scheduled Payment Notification Bar at the top of the page.
  
  Should you need to cancel or modify your recurring payments for any reason, you must submit your cancellation request 24 hours prior to your next scheduled payment date.  You can cancel or modify your recurring payments by logging into your account.
  
  If you have any questions regarding this payment or your account, please contact our Customer Service Team via Live Chat or toll-free at ###-###-####, Monday-Friday, 7:30AM – 8:00PM Eastern Time.
  
  Thank you.
  
  Heartland ECSI Customer Service
  ---------------------------------------------
  Ms. ****** contacted ECSI’s office on March 25, 2024 to discuss her account’s status, payments made to bring the account current, and credit reporting. On July 24, 2025, Ms. ****** contacted ECSI’s office again after canceling the recurring payments online. At that time, she questioned the payments she had been making since January 2024. It was then indicated that there is no evidence suggesting that there was an error in processing the requested payments and that she was alerted each month of the pending transaction prior to each being drawn as shown above.
  
  If Ms. ****** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit https://****************** and select ‘Chat with ECSI’.
  
  
  
  
  Sincerely,
  ECSI

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   
  Regards,
  
  ******* ******

• Initial Complaint

  Date:07/24/2024

  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.

  I contacted the company by phone after receiving a $45.65 bill and spoke with Martin, informing him that my loan had been consolidated, so the balance should be $0. Martin stated that the consolidation was not showing in their system and therefore it was not complete. However, after providing documents proving the consolidation was successful, Martin was able to locate the completed consolidation in the system. Yet he could not explain the remaining $45.65 balance and advised me to reach out to the collection agency. During this conversation on July 15, I also requested to speak with a supervisor after a representative named Lakeithia Hughes contradicted Martin's findings . Via chat, Hughes stated that the consolidation was not in the system, contradicting Martin's earlier assessment. When I made Ms. Hughes aware of this contradiction, she disconnected the chat. Martin assured me that a supervisor would contact me within 48 hours. However, as of July 24, I have not received any communication from the company. As per Martin's instructions, I contacted the collection agency, who confirmed the balance had been paid in full and the court case was dismissed - they had provided documentation to support this months ago. I relayed this information to Martin, who then told me to contact the new loan servicer as the collection agency had returned the account with a $33 balance and that ECSI wouldn't make up erroneous numbers. When I requested an itemized statement, Martin said he could only read it to me verbally, not email it. I later spoke with Destini via chat and she also stated that she did not see where the loan was consolidated and that I would need to make payments until the loan fully went through. This situation is very concerning and confusing. I would like to have this resolved as soon as possible. I am requesting a detailed explanation of charges, billing adjustment, and correction to my credit report.

  Business Response

  Date: 08/13/2024

  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of Rutgers University.
  
  We have reviewed ***** *****’s account. The nature of the complaint, validation of payment in full to the University’s collection agency to settle the account, is outside the purview of ECSI.
  
  ECSI has reached out to the University on ***** *****’s behalf to review the collection agency’s letters and records to determine if the balance owed to the University has been satisfied.
  
  If ***** ***** would like to talk with us or has any other questions, they are welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  
  
  
  Sincerely,
  ECSI

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had issues with them refusing documents to avoid loan forgiveness on several occasions. My loans are the type of loans that require you to teach 1 year for each loan you were given. You need to submit a document before you start teaching and another showing you completed the contract. In the past nothing has worked beyond contacting ASU directly, then once they're involved they often have to spend weeks trying to get someone to answer their calls as well. When I tried to make a call and chat today to get help when they said my documents are blank, I was hung up on both times when I asked to speak to a supervisor when they refused to help. They told me to mail in the documents, but last time I did that, they told me they were "lost" and it was months of trying to get support.

  Business Response

  Date: 08/09/2024

  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for scholarships on behalf of Arizona Teachers Academy.
  
  We have reviewed Ms. *******’s account and a service deferment has been applied to the account that runs through May 2025 utilizing the application supplied with the complaint. The initial application received was not the correct form and had improper dates. The subsequent two (2) applications received were 3 pages of blank images.
  
  If Ms. ******* would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  
  
  
  Sincerely,
  ECSI

• Initial Complaint

  Date:07/22/2024

  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.

  On June 8th, this processing center received my refund for my loan, and on June 9th the company said it would take two business days to transfer the funds to my account. After the two days passed I realized that the wrong account number was given. The customer service reps informed me that we could do a reversal and once the credit was then received they would issue my funds. After that I've been given the run around. Once I updated my account information on June 10th, I was told that after a week that they placed a hold on the funds to "make sure" they bank doesn't try and pull back the funds. Once the time passed for the hold, the customer service reps only will tell me that my ticket is still processing and I have to wait. I've already started accumulating interest on a loan that I still haven't received and now they are saying there is no time frame to when I will get my loan money. It's now July 22th and I still haven't gotten my funds and there saying have to wait and "be patient"

  Business Response

  Date: 08/09/2024

  
  To Whom This May Concern:
  ECSI is the third party servicer for refund disbursements to students on behalf of Purdue University Global.
  We have reviewed Ms. *******’s refund activity. Ms. *******’s recent refund was delivered using the
  banking information (routing and account number) provided by Ms. *******. The initial refund attempt was
  requested by Ms. ******* to be reversed. After the reversal was validated and approved for release, a new
  refund was issued. The banking information provided for the second attempt was not valid, and was
  rejected by the receiving bank. A third attempt has been made with updated banking information. ECSI has
  attempted to contact with Ms. ******* to confirm she has received her funds, however, we have only been
  able to leave messages.
  If Ms. ******* would like to speak with ECSI, she is welcome to contact our Customer Service Department
  at ###-###-####.
  
  Sincerely,
  ECSI

• Initial Complaint

  Date:06/12/2024

  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.

  Heartland ECSI is a student loan service provider. Prior to January 2024, I received my monthly statement, made my payment, all was fine. Around November, we called to verify if we could send my payment and my sister's (who also has an account) in the same envelope to save paper (since they ask about going paperless online) and to save postage. They said yes, as long as in the envelope, it's my statement with my check behind it, then my sister's check and her statement. My January check went on her account, even though we followed their steps. We contacted them to have it moved from her account to mine. February and March, both payments were applied to our respective accounts fine. April, we ran into issues again. Since we're trying to pay off our loans faster, we were told by the school that we could send in two checks, dictate on the check that one is the minimum payment to be applied as usual, the second check to be applied directly to the principal. When we did this in April, they applied the minimum fine, but they put the second check in "suspense" for future payments, which is not what we directed they do with the payment. They said the school says extra payments go in suspense. Yet the school told us to do a second check to have it applied as we say. Suspense for April ruined May's payment. We received no statement, so we had to make a copy from an old one to send in with May's payment. May, they applied my payment to my sister's account. Called again to have someone fix it. Send in June's payment, again put in suspense even though it's directed to go to principal. Contact them again, they said there's $260 in suspense, the $100 for June and the $160 from May they had to remove from my sister's account after wrongly processing them. One agent said a computer does the payments, they can't read notes on the checks even though previous agents and the school told us otherwise. If we didn't check to make sure June was fixed, we'd have problems next month.

  Business Response

  Date: 07/02/2024

  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of Roberts Wesleyan University.
  
  We have reviewed Ms. ******** account. Our records indicate that in October 2023, Ms. ******** inquired as to whether she could submit two (2) account payments in one (1) envelope. At that time, Ms. ******** was informed that each payment should be separate and that the account information should be clearly indicated on each payment. If Ms. ******** wishes to save postage, her payment and that of any other account will need to be clearly separated within the envelope with school code and account information clearly indicated on each check [one (1) check for each account].
  
  Due to regulatory compliance, ECSI is not able to disable suspense overpayments. The money placed in suspense, however, is handled in a manner beneficial to students. Money in suspense is subtracted from the principal balance prior to the calculation of new interest. ECSI does not require separate checks for additional funds to pay down the principal of an account. On ECSI’s remittance slip, the bottom part of page one (1) of the monthly student account statement, has a checkbox for special payment instructions:
  
  Check here if you have provided additional instructions on how your payment should be allocated. Enter all allocations on the back of this coupon.
  
  ECSI recommends that Ms. ******** use the remittance portion of her monthly student account statement and indicate the desired outcome of allocation of the overpayment. Special instructions should be supplied in this manner for the best outcome. Additionally, if Ms. ******** would like, she can use the student account portal to make her payment, which would also allow her to indicate how she would like any overpayment to be applied.
  
  The monthly student account statement that ECSI provides to students contains all the information required, however, we have made note of Ms. ********’s request that her statement show the prior month’s payment received for a potential future enhancement. Ms. ******** provided screen shots from our student account portal where we would typically direct students to view this information.
  
  We hope this information assists Ms. ******** If Ms. ******** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  
  
  Sincerely,
  ECSI

  Customer Answer

  Date: 07/03/2024

  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.
  
  I received email correspondence today to either accept or reject the response from ECSI. I hit reject, but it didn’t give me anywhere to add my response. Ironically, both my sister and I just received calls from them stating it’s our fault the accounts have been messed up, and we can’t use one envelope anymore to save paper and postage. 
  
  We were told if we use one envelope, to put my check with my account slip, my sister’s check with her slip. That is exactly what we did. We provided pictures of that in the initial claim. Yet, they still don’t apply the checks correctly. If they can’t read on two separate checks two different names, two different schools, and two different account numbers then they should re-examine who they’ve hired to process the payments. 
  
  Additionally, we couldn’t include a current slip with my check for at least 3 months (had to spend money to make copies of an old statement to include with my check) because they failed to send me my statement in the mail because they kept putting my check payments in suspense. So we didn’t have the account slip to check the box that states there are other allocation instructions. 
  
  Something with the suspense category means they can neglect to send a statement to me. If I don’t get a statement, I don’t have an account slip or a second envelope to send my payment separately if that’s the only resolution they can come up with. And without the slip, I can’t indicate if I have other payment instructions. But any amount over the minimum payment should automatically be applied to the principal amount so I can pay off the loan faster. I shouldn't have to write instructions on the slip monthly to tell them not to put it in suspense. They stated money in suspense is beneficial for students. This seven month hassle has proven anything but beneficial for me. I can’t be the only student they’re screwing over with these tactics. 
  
  Furthermore, when my payments are put in suspense, I don’t get a statement. But I’m assuming my payment was applied to my account and the next payment is still due. However, if they keep holding my money in suspense until I call them, then they’re wrongly profiting and I’m overpaying because the money I sent isn’t actually going on my account that month. How does that make sense? If I send in a payment, it should be applied, and that’s that. This suspense nonsense should never come into play if they’re applying my payments immediately.
  
  We send in checks so we have a form of proof of how much we paid and when. Only one month when we called right after they received it did we actually (on our bank’s end) have a copy of the processed check. Every other month, whatever they do, we have no proof once it’s mailed out. That is why we don’t do electronic payments. 
  
  To do one single online payment, there is a fee. We aren’t made of money. To avoid fees, we’d have to set up recurring payments. However, I can’t guarantee I’m able to pay extra every month because I’m not full time, so my hours and pay fluctuate weekly. So even though I can pay $100 now (minimum of $42.43 required), if it’s set up as a recurring payment of $100, then I’ve got to figure out how to adjust it on the fly if I’m financially constrained at any time? But if I only do the minimum $42.43, then it’s going to take even longer for me to pay it off. These aren’t the only student loans I have to pay off either. How is any of this effective and easy on my end as the repaying student?
  
  We are still upset with their “efforts” and their lack of adequate customer support. And the call we received today came too late because we sent out this month’s payment already, in the same envelope again. Pictures are below to show you in case they try to blame us again. Each statement is with the coordinating check for my sister and I. So I guess if they can’t read or distinguish between two different names, two schools, and two accounts that are all clearly marked, then we’ll have to communicate with an agent again in a week or so when they’ll likely process them incorrectly again. This company has very poor business practices, and that is evident in their response to blame us for their failure to process the payments correctly. It cannot be as difficult as they make it out to be. Any other business, any other payment plan, it is nowhere near this difficult. 
  
  Thank you for your time,
  ******** ********
  

  Business Response

  Date: 07/22/2024

  Due to regulatory compliance, ECSI is not able to disable suspense overpayments.
  
  ECSI recommends that Ms. ******** use the remittance portion of her monthly student account statement and indicate the desired outcome of allocation of the overpayment. Special instructions should be supplied in this manner for the best outcome.
  
  Additionally, if Ms. ******** needs, she can use the student account portal to print a copy of her current billing statement's remittance to include with her her payment. This would allow her to indicate how she would like any overpayment to be applied.
  
  We hope this information assists Ms. ******** If Ms. ******** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  Sincerely,
  ECSI

  Customer Answer

  Date: 07/31/2024

  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.
  
  We have spent hours trying to view our current statements on the website and nowhere does it show we can print what they would normally mail us when we weren’t receiving it in the mail like we were supposed to. 
  
  However, at this point, they’re clearly going to continue to blame us for their mistakes even though the issues happen on their end when processing our payments. We’ll just have to waste paper, waste stamps, and pay the bare minimum (being stuck in debt longer) because there is no way to accurately pay over the minimum amount without them messing it up. Because we have written directions before, and they’ve ignored it. So that “suggestion” to write on the remittance slip is pointless because they don’t read or acknowledge what we, the payers, want done with our money to pay off our debt. 
  
  Thank you for sending the email from the 22nd. Again, if I had actually received it, I would’ve acted. But regardless, they’re not changing their poor practices. So we’ll just have to hope no errors occur for the remainder of time we have to make payments. 

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

• Initial Complaint

  Date:04/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I literally have gotten emails from these people that are so confusing. One said that paperwork is finished and processed, the next said that I have pending information to send in with threats that they’re going to cancel my paperwork but what pending information do I need to send in is very confusing. It’s impossible to even call these people so how am I supposed to find out what information they need? And why does one email say everything is fine and the next not fine? It literally has sent in paperwork by mail by fax as well as over their computer system upload. I do not understand what these people want.

  Business Response

  Date: 05/17/2024

  
  
  To Whom This May Concern:
  
  Please be advised that ECSI (Educational Computer Systems Inc.) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. ECSI is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. EFPLS is the Department of Education’s student loan servicer for the Federal Perkins Loan Program. Loans under the Federal Perkins Loan Program include Federal Perkins Loans, National Direct Student Loans (NDSLs), and National Defense Student Loans (Defense Loans).
  
  We have reviewed this complaint and identified that Ms. *****’s loan is serviced by ECSI. ECSI is the third-party billing servicer for student loans on behalf of the University of Western States.
  
  We reviewed Ms. *****’s account and a forbearance has been applied to her account that extends until March 2025. The forbearance was applied to her account as of May 4, 2024. The forbearance covers the period beginning February 2023.
  
  ECSI apologizes that Ms. ***** received seemingly conflicting information when ECSI sent her one notification asking for corrections to one of her forbearance applications and then sent her another notification informing her that her application had been received and applied to her account. Ms. ***** submitted two forbearance applications within a day of each other. These two application forms were not identical to each other and one of them was completed incorrectly, which is why they resulted in different outcomes. The first application received was dated April 1, 2024 and was returned for corrections. This application had multiple dates in several fields. The second application received was dated April 2, 2024 and was approved and applied to Ms. *****’s account.
  
  ECSI responded to a similar BBB complaint on September 8, 2023 (ID ********). Similarly, our response to that complaint was that our records indicated that multiple applications for forbearance had been received and were being processed at the same time. We ask that Ms. ***** only submit one (1) application at a time and allow time for processing (typically 5-7 business days).
  
  If Ms. ***** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  Sincerely,
  ECSI