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: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

• Initial Complaint

  Date:04/22/2024

  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.

  This company is awful and I do not understand how they are still in business or have not been sued for the crap they pull.
  
  I was enrolled in a school that is known for predatory enrollment and will max out a student's financial aid, then convince them to take out high interest loans- unfortunately I am one of those people that fell for it.
  
  I took out a Perkins loan in 2017 or 2016 from this company. In the last 4 years, they emailed me two "annual notices" for alternative payments. I thought this loan was already rolled into my other student loans and figured it was included with the pause on student loans and on deferment last year.
  
  Nope. I got a notice on April 15th that they are pre-accelerating it to collections and I had 30 days to resolve it. They literally sent it to collections on April 17th- THE DAY I CALLED THEM and said I will figure something out to resolve it (consolidate my student loans). They never updated my information, they had an old phone number and old address- even though they verified my current address. They keep giving me the run around about pulling it out of collections (they absolutely can) so I can consolidate it and keep telling me to call the collection agency but the collection agency keeps sending me back to them.
  
  I now have 15 grand in collections and stuck trying to figure out what to do. I am sure they will respond to this with some false BS about trying to contact me so I included screenshots.
  
  I really hope this company is sued.

  Business Response

  Date: 05/02/2024

  
  To Whom This May Concern:
  
  ECSI is the third-party billing
  servicer for student loans on behalf of Keiser University.
  
  ECSI is not involved with the
  amount or type of loan(s) that are offered or awarded to students. We have
  reviewed Ms. *******’s account, and her loans are Keiser Private loans. Our
  records do not show that Ms. ******* has a Perkins loan. Since Ms. *******’s
  loans are private loans, they can be consolidated at any time regardless if
  they are assigned to the school’s collection agency or ECSI.
  
  Ms. ******* would need to contact
  the collection agency for the amount needed to satisfy the balance owed.
  Reliant Capital Solutions, the school’s collection agency, can be reached at
  ###-###-####.
  
  
  
  Sincerely,
  ECSI

• Initial Complaint

  Date:04/15/2024

  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.

  Heartland / ECSI is essentially a syndicate. They collected autopayments from me for the entirety of COVID, even though no payments were due, and I had only authorized payments that were due. So now I obviously don't autopay them, and guess what, they don't send me any bills at all. They call this "electronic billing". But there's just no bills at all.
  
  I asked for electronic billing because mysteriously the paper bills only came every other month (so they could charge a late fee). So your options are:
  
  1- autopay (whatever they choose)
  2- "electronic billing" (never sent)
  3- paper bills ("lost in mail" every other month).
  
  It's a racket. I'd tell you not to shop here but you didn't. They bought your loans in an attempt to extort you. Good luck!

  Business Response

  Date: 05/02/2024

  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing
  servicer for student loans on behalf of Massachusetts Institute of Technology.
  
  We have reviewed Mr. *****’s
  account. Mr. ***** set up a recurring payment schedule on December 9, 2020, on
  ECSI’s student self-service portal. That recurring payment schedule was set to
  begin January 1, 2021, and draw each month until the balance was satisfied regardless
  of times of deferment or forbearance. Each month, before the draw against the
  recurring payment schedule, an email is sent to remind users of a pending
  payment on their account. Our records indicate these emails were sent to the
  email address provided on the schedule of ******@*****.com.
  
  Our review of Mr. *****’s indicates
  that when he set up his recurring payment schedule on December 9, 2020, he also
  elected to receive electronic billing statement notices. Electronic billing
  statement notices automatically shut off once an account becomes past due, and
  the delivery method is then switched to paper statements sent to the mailing
  address on file. The email address on file is ******@*****.com.
  
  ECSI is attempting to contact Mr.
  ***** to review his account and validate if he would like to discontinue receiving
  electronic billing statement notices. 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 https://**************.net and select ‘Chat
  with ECSI’.
  
  
  
  
  Sincerely,
  ECSI

• Initial Complaint

  Date:03/28/2024

  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 am filing a complaint against Heartland ECSI for mismanaging my forbearance and cancellation requests, leading to financial and legal issues, including a lawsuit. Despite only using 24 months of forbearance/deferment, Heartland ECSI incorrectly stated I exhausted 36 months, blocking further relief. My cancellation form, correctly submitted after initial rejection, was denied again for different reasons, suggesting deliberate misinformation. Consequently, my loan was defaulted and sent to collections, resulting in a lawsuit I cannot afford.
  
  I request Heartland ECSI to:
  1. Remove my account from collections.
  2. Stop the lawsuit.
  3. Approve my cancellation request as I am employed in a qualified public service role.
  
  My attempts to resolve these errors have been met with inconsistent information and unwarranted rejections.

  Business Response

  Date: 04/17/2024

  
  To Whom This May Concern:
  
  ECSI is the third-party billing
  servicer for student loans on behalf of Rutgers University.
  
  We have reviewed Ms. ******’s
  account. Ms. ****** has exhausted the available 36 months in forbearance time
  available. Ms ****** used forbearance time during the following months:
  March 2013 to September 2013
  September 2017 to April 2018
  April 2018 to April 2019
  April 2019 to April 2020
  
  In addition to the above mentioned
  36 months, the university awarded a COVID forbearbace from March 2022 to March
  2023.
  
  Ms. ******’s requested deferment
  and cancellation was returned for corrections for clarification on each of the
  two applications. The first application was returned to correct dates on the
  application, and the second to obtain more information as to the institution where
  teaching or job description on letterhead and signed.
  
  At this time Ms. ******’s account
  has been assigned by the school to their collection agentcy. Should Ms. ******
  have a new application with the needed corrections and additional supporting
  documentation, she can supply that to the school to request the loan is
  returned to ECSI.
  
  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: 04/24/2024

  
  
  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:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My NFLP loan is serviced by ECSI and every year I need to submit paperwork for partial loan forgiveness. This is my 3rd year completing these forms and every year is some absurd reason for requiring multiple submissions of this paperwork. It seems punitive and predatory how they just reject the forms to avoid loan forgiveness that I am entitled to based on being a full time teaching nursing faculty at the same college of nursing for the past 10 years. This year they rejected my forms with a note stating that I am not a nursing faculty! Despite having submitted a form signed by the Dean of the college of nursing certifying that I am employed faculty. I teach theory courses clinical course precept students and teach skills intensives. Yet ECSi took it upon themselves to “assume” that I am not faculty and reject my forms!

  Business Response

  Date: 04/01/2024

  
  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 Ms. ******’
  account and a cancellation and deferment have been applied to her account. The original
  application was missing the complete position title to include “Assistant
  Professor of Nursing”. The deferment was retroactive to cover March 2024 and
  continues for one year.
  
  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:02/24/2024

  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.

  ECSI has continued to bill me even though I am a full-time student. They sent me a bill demanding payment in December which I paid. I then called them to tell them I have been a full-time student since October 2021. They told me I needed to fill out a form and have my school submit it to the clearinghouse so all entities could see I am still in school full-time. My school submitted the required paperwork per ESCI's instructions December 18, 2023. They also documented that I hung up on one of their representatives which did not occur. I still continue to get billed even though they have he ability so see the deferment document in the clearinghouse. I was told yesterday that I needed to upload the identical document but have it filled out by my school again because they will not accept the original due to it being more than 30 days old I asked repeatedly to speak to a supervisor because they keep giving conflicting instructions and continue to bill me knowing I am a full-time student. The rep I spoke with told me there was no supervisor available and was almost refusing my request. After I told him I was filing a complaint with the BBB, he became more accommodating. I will upload the requested document but do not trust this entity to conduct business in a professional manner.

  Business Response

  Date: 03/05/2024

  
  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing
  servicer for student loans on behalf of the Medical University of South
  Carolina.
  
  We have reviewed Ms. *******’ account.
  She has a Nursing or Health Professions Loan. Ms. ******* requested deferment
  from 10/14/2021 to 09/30/2024. The deferment form did contain enrollment
  verification from Walden University, but the university only certified the
  borrower’s enrollment for the period of 02/26/2024 to 05/19/2024.
  
  ECSI has applied deferment to Ms.
  *******’ Nursing or Health Professions Loan for the period that Walden
  University has certified, however, without additional documentation there is a
  gap between the previous forbearance and this deferment. There is a balance
  presently due on Ms. *******’ account from the timeframe between that previous
  forbearance and this current deferment.
  
  Ms. ******* can file new student
  deferment paperwork, including certification of enrollment of at least half
  time in a qualified program that would cover the period of time during which
  this payment became due.
  
  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:02/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My college, Purdue Global, uses this company as a service to distribute government loans/refunds. On 2/8/2024, the day my refund was to be disbursed into my account, my banking information was changed at 12:35 am while I was sound asleep. I immediately called ECSI and was accused of changing my own information. That makes zero sense. I am in need of these funds, badly. Customer service first told me it would be fixed in 3-5 business days. I waited, nothing happened. Then I was told 7-10 business days. On each follow up call I am told something different. Now I am told 90 days. Upon doing research I find out that this company has had multiple complaints for this very issue. Some consumers never received their money yet had to pay it back. Today I requested the employees name and ID#. She said her name was Susan but refused to give me her ID#. I could tell from her accent that she was not American. When I asked which location she was at I was told they are in The Philippines. So our Government loans are being handled by other countries. This is not acceptable. I need my money asap. If you are reading this as a consumer that they have mishandled funds and are interested in a class action lawsuit against thus company please contact me at ********@*****.com.

  Business Response

  Date: 02/29/2024

  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing
  servicer for student loans and refund provider on behalf of Purdue University
  Global Campus.
  
  We have
  reviewed Ms. ********’s complaint regarding her refund and upon review, Ms.
  ******** originally set up a bank account on the student portal for her refund
  on 12/15/2023 with a bank account ending in 0017, Regions Bank. Ms. ********’s
  bank information was then updated with a new ABA number for Regions where her refund
  was sent on 2/9/2024 at 1:35 AM. This bank information was changed again on
  2/9/2024 to an account number ending in 7208, Regions Bank at 9:16 AM. Ms.
  ********’s refund was disbursed to the bank account that was set up on
  12/15/2023. Ms. ********’s bank returned the refund to ECSI on 2/22/2024 and
  Ms. ********’s refund was reissued to her as a direct deposit on 2/24/2024 to
  the most recent bank account that was set up on 2/9/2024 at 9:16 AM.  We reached out to Ms. ******** to let her know
  on 2/26/2024 that her funds have been reissued.
  
  
  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:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against ECSI Regarding Mishandling of Loan Account
  
  To Whom It May Concern,
  
  I am writing to file a formal complaint against ECSI regarding their mishandling of my student loan account. The details of my case are as follows:
  
  1. **Incomplete and Inaccurate MPN:**
  - ECSI acknowledges that the Master Promissory Note (MPN) provided by the university is incomplete and inaccurate.
  - Handwritten MPNs lacking proper security and account details have been presented, raising doubts about the validity of the entire loan.
  - ECSI has not provided a Master Promissory Note (MPN) for a specific portion of the loan, raising concerns about the validity and documentation of that particular loan segment.
  - The absence of proper documentation further contributes to the uncertainty surrounding the accuracy of the reported loan details.
  
  2. **Disputed Account Status:**
  - Despite recognizing the discrepancies, ECSI has marked my account as disputed with credit reporting agencies.
  - I am concerned about potential negative impacts on my credit profile due to ECSI's actions.
  
  3. **Cease in Billing and Continued Obligation:**
  - ECSI has ceased billing activities on my account but emphasizes my ongoing obligation to pay.
  - This contradictory stance is causing confusion and frustration.
  
  4. **Request for Resolution:**
  - I have requested ECSI to resolve the discrepancies with the university directly, as they handle billing on behalf of the institution.
  
  I request the BBB to investigate this matter thoroughly and take appropriate action to ensure that:
  
  - Removal of all invalid loans without proper MPN.
  - Any inaccurately reported information is rectified.
  - Negative impacts on my credit are addressed promptly.
  - ECSI is held accountable for the mishandling of my account and the discrepancies in the provided MPN.
  
  I appreciate your attention to this matter and look forward to a swift resolution.
  
  Sincerely,
  
  ******* *******
  *******@*****.com

  Business Response

  Date: 03/12/2024

  ECSI has responded to Ms. *******'s CFPB complaint. The most recent complaint CFPB ID was 240124-13096374. In that response, we stated the following:
  ECSI has reviewed the documentation provided and has determined the documentation provided meets the requirement of valid proof of debt, however, has marked Ms. *******'s account as disputed with the credit reporting agencies since Ms. ******* has indicated she does not feel the signatures are hers. In these circumstances, this is the only action ECSI can take until the matter is resolved between the university and Ms. *******. ECSI has also placed a 'stop' on billing for her account as she has requested to no longer receive billing statements. Although ECSI will no longer be actively billing Ms. *******'s account, she is not relieved of her continued obligation to pay on the loan. The cease in billing activities will not prevent the regular payment from coming due each month nor becoming past due should payments not be made. Please be advised, that if payments are not made when due and the account should become past due you may be subject to additional fees and negative credit reporting, as well as possible assignment to a collection agency. The 'stop' will remain on Ms. *******'s account until such time that Ms. ******* contacts ECSI, in writing, to resume billing. ECSI does not act as an intermediary in these cases. Ms. ******* will need to dispute this matter directly with the university.
  
  ECSI is no longer actively servicing the account for the school.
  
  Since ECSI's last response, the lienholder, Long Island University, has assigned Ms. *******'s loan to their collection agency for non-payment. Reliant Capital Solutions is now the servicer of the account. They can be reached at ###-###-####, or by mail at *** ***** ***** *** *** ** ******** ** ******
  
  
  Thank you
  ECSI

  Customer Answer

  Date: 03/14/2024

  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.
  
  
  ECSI did not resolve the matter and assigned the loans that were not valid to collection agency. They reported incorrect amount to collection agency. These loans did not have proper MPN. The MPN has many mistakes indicating ECSI is a federal loan however ECSI is claiming to be a private loan. The MPN contains incorrect information and it’s hand written with alterations and is incomplete and invalid. Therefore, I do not have a loan with them. They made a mistake sending an invalid loan to collection agency. ECSI must take responsibility for their wrong incorrect actions.

  -------------------------------------------------------------------------

  Additional message:

  ECSI has a master promissory note with me that says federal but they claim to be private. This resulted in loans being invalid and inaccurate. They sent the incorrect and invalid loans to collection agency. What can BBB do in this case.

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

  Customer Answer

  Date: 03/14/2024

  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.
  
  
  
  ECSI did not resolve the matter and assigned the loans that were not valid to collection agency. They reported incorrect amount to collection agency. These loans did not have proper MPN. The MPN has many mistakes indicating ECSI is a federal loan however ECSI is claiming to be a private loan. The MPN contains incorrect information and it’s hand written with alterations and is incomplete and invalid. Therefore, I do not have a loan with them. They made a mistake sending an invalid loan to collection agency. ECSI must take responsibility for their wrong incorrect actions.
  
  -------------------------------------------------------------------------
  
  Additional message:
  
  ECSI has a master promissory note with me that says federal but they claim to be private. This resulted in loans being invalid and inaccurate. They sent the incorrect and invalid loans to collection agency. What can BBB do in this case.

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

  Customer Answer

  Date: 03/21/2024

  Thank you for writing back to me. I’m not sure if Long Island University sold federal health
  professions with ECSI to a private lender or not, what I am sure is that they claimed these
  Health profession loans are federal and they had misleading, incorrect , incomplete master
  promissory notes for them. Long Island University will not provide any answer. They
  mentioned to ask ECSI about the situation and ECSI mentions to ask Long Island University
  regarding this and the issue doesn’t get resolved but gets passed on. Both Long Island
  university and ECSI sold the loan to collection agency in order to not deal with the issue and
  they added 10,000$ to the total amount before sending it to collections agency without
  explanation. I wrote the information you requested here for the complaint although I’m not
  sure if the complaint could resolve the issue.

  
  My name is : ******* *******
  My phone number is: **********

  
  Business I’m completing a complaint on: Long Island University (Brooklyn and Post campus)
  and ECSI

  
  Date: 2018-current

  
  Description of issue: Long Island placed ECSI loans on my student account stating the loans
  are federal and made a federal master promissory note with me. Later, ECSI claimed these
  loans are private and no longer have federal terms and conditions apply to them. Upon
  re-reviewing these MPN terms and conditions there are many mistakes and alterations found
  to the original MPN such as referring to the loan as private on 1 page and federal on other
  pages. These loans do not have proper MPN and are not valid. I have a written
  communication from Long Island university directors stating the loans are federal. This is
  misleading and not clear. This caused mistakes and made the entire loan invalid.

  
  Furthermore, the handwritten MPN seems to be altered raises a great concern as to validity
  to these loans amounts, type and etc.

  
  resolution : proper resolution would be to either make the full 29K loan amount to Federal as
  originally promised on the original MPN or remove the full amount as it’s not valid without
  proper MPN. Other resolution is to contact collection agency and drop the incorrect 38,000$
  reported to collection agency by ECSI and Long Island University. selling a loan without
  proper MPN , with incorrect amount and invalid to a collection agency does not resolve the
  issue. This is not the right way to deal with an invalid loan.

  
  Best regards, ******* *******

  -------------------------------------------------------------------------------------------

  
  On Fri, Mar 15, 2024 at 3:07 PM ******* * <********@*****.com> wrote:
  The MPN they provided is misleading and completely incorrect causes the whole
  loan amount to be invalid. In the MPN, they stated to be a federal loan. Federal
  loans run by education department and have set terms and conditions such as
  Save plan and other options. After my graduation, ECSI claimed these loans to
  be private without Save plan and without any terms and conditions that applies
  to federal loans. I do not have any accounts with them as originally I never
  signed up for an account with them. The following loans were placed by Long
  Island University on my account with false, misleading handwritten agreement
  terms and conditions stating these loans are federal both in MPN and in written
  communication via email from director of enrollment services (I attached these
  documents below). Long Island University blamed ECSI for misleading
  information and ECSI blames Long Island University and they pass the issue to
  each other without resolution while they sent a large incorrect amount that I
  never agreed on and was never aware of to collection agency. The entire loan
  amount, terms and conditions is invalid based on the incorrect and incomplete
  MPN. If you could let me know what BBB could do in this case, I would
  appreciate. Thank you

  Business Response

  Date: 03/27/2024

  ECSI no longer services Ms. *******'s account for Long Island University.
  Any issue will need to be addressed with the university or their collection agency.