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:08/25/2022

  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 received a past due notice for a student loan that I have did not apply for. I called the customer service number at ###-###-#### several times. I am unable to reach a real person to sort this out. I tried the live chat at heartland.ecsi.net and the let’s chat button on their website does not work. I am currently on the line with this company. There is a dead silence. I don’t think anyone a live person will answer.

  Business Response

  Date: 09/06/2022

  
  
  To Whom This May Concern:
  
  ECSI is the third party billing
  servicer for student loans on behalf of the University of Illinois.
  
  We have reviewed the call Ms.
  ********* made to ECSI on August 3, 2022. We found that, while transferring Ms.
  ********* to an agent, the phone system produced an unexpected error. We
  appreciate Ms. ********* bringing this to our attention so that we can work
  with our phone vendor to have the error investigated and corrected.
  
  We have reviewed Ms. *********’s
  account. To assist Ms. *********, ECSI attempted to contact her to review her
  account. Unfortunately, ECSI was unable to reach Ms. *********. Ms. *********
  has a Federal Perkins Loan from attending the University of Illinois. A copy of
  the Federal Perkins Loan Master Promissory Note, which was electronically signed
  on June 24, 2007, is attached for Ms. *********’s records.
  
  Ms. *********’s loan was in a grace
  period following an automatic in-school deferment while she attended Lewis
  University. After her grace period ended, her account entered repayment. The
  first installment after the grace ended was due August 15, 2022.
  
  On April 25, 2022 and May 25, 2022,
  ECSI mailed billing statements to Ms. ********* to alert her that the grace
  period on her loan was ending and that her payment would be due on August 15,
  2022. On July 25, 2022, ECSI mailed Ms. *********’s August 15, 2022 billing
  statement which included interest accrued from prior forbearance time used.
  ECSI has confirmed that the mailing address on file matches the address supplied
  herein.
  
  ECSI welcomes Ms. ********* to set
  up a user profile on our student portal which can be found at https://heartland.ecsi.net. Once a
  user profile is created, Ms. ********* will need to link her University
  of Illinois account using her ECSI account key number. Users can search for
  their ECSI account key using their first name, last name, Social Security number,
  and zip code. Ms. ********* can review her loan online after the profile
  is created and school account has been linked.
  
  If Ms. ********* would like to talk
  with us or has any other questions, she is welcome to contact our Customer
  Service Department at ###-###-####.
  
  
  Sincerely,
  ECSI
  

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ECSI provided false information to Federal Student Aid/Aidvantage, the incorrect loan consolidation amount, and my loans were not properly consolidated. There is a remaining balance after loan consolidation was completed. ECSI did not make any attempt to correct their mistake with Federal Student Aid/Aidvantage or alert me about the remaining balance after loan consolidation. ECSI refused to take any steps to correct their error by communicating with Federal Student Aid/Aidvantage in any way. ECSI does not participate in the electronic method for loan consolidation. ECSI made a business decision to not participate in the most effective method for loan consolidation. ECSI is a predatory company that is attempting to steal from me. I suspect that they will make millions of dollars off of either their customers or Federal Student Aid/Aidvantage with this scheme to provide false information regarding loan consolidation and refusing to participate in the most effective method for loan consolidation.

  Customer Answer

  Date: 08/30/2022

  Hello ********,
  
  ECSI has assessed interest on the remaining balance with a due date of September 15, 2022. It is my understanding that if the remaining balance is not paid on time then my credit score will be negatively impacted. I have a set-up an autopay for the remaining balance to avoid a negative impact on my credit score.
  
  The ideal resolutions include either require my balance be set to zero without any additional payment or I am refunded any further payments I make on my account to avoid a negative mark on my credit report.
  
  Thank you,
  
  ********

  Customer Answer

  Date: 09/01/2022

  Hey ****,
  
  just want to close the loop on this matter. I contacted the holder of the student loan (OHSU) on 08/31/2022, explained the situation, and they agreed that ECSI was wasting my time - they wrote off the remaining $7.75. I advised the loan officer/counselor that I spoke with to review their relationship with ECSI and they said they would take it up at their next managers meeting.
  
  I received a call from ECSI today and they confirmed that the account balance is now $0.00 and I will receive a letter notifying me of the $0 balance.
  
  I am still concerned about how many other borrowers were impacted by ECSI's business practices, but I think it may be more in the realm of notifying the dept of edu OIG or ombudsman.
  
  Also would love to be compensated for the hours I wasted trying to do ECSI's job - out of reach?
  
  The remaining balance is $0 now tho! Thank you for leaning on ECSI to make them address their mistakes. If you agree, I think this incident can be closed.
  
  Thank you,
  
  ***

• Initial Complaint

  Date:08/03/2022

  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.

  Scheduled recurring payments turn off without user consent just before a payment becomes due. There is no warning or communication of any kind from ECSI, and it happens by no action of the user.

  Business Response

  Date: 08/15/2022

  August
  12, 2022
  
  
  ID:
  17668111
  
  
  Nathaniel
  O**
  **** ******** **
  ******** ** *****
  
  
  
  To Whom This May Concern:
  
  ECSI is the third party billing
  servicer for student loans on behalf of Florida Institute of Technology.
  
  We have reviewed Mr. Orr’s account.
  ECSI reviewed recent payment activities on Mr. Orr’s account, and the last
  recurring payment schedule was cancelled at the payors request on January 13,
  2022 after a payment was declined on December 15, 2021. Since December 2021,
  ECSI has only identified one-time payments.
  
  ECSI would be happy to assist Mr.
  Orr in setting up new recurring payments. ECSI attempted to call Mr. Orr to
  discuss establishing a new recurring payment schedule on his account. On August
  10, 2022, ECSI followed up by sending an email to Mr. O** that we attempted to
  call him.
  
  If Mr. O** would like to talk with
  us or our assistance in setting up recurring payments, he is welcome to contact
  our Customer Service Department at ###-###-####.
  
  
  
  
  Sincerely,
  ECSI