Complaints

This profile includes complaints for ECSI Federal Perkins Loan Servicer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ECSI Federal Perkins Loan Servicer

  PO Box 836 Coraopolis, PA 15108-0836

• 

  Department of Education ECSI

  PO Box 105765 Atlanta, GA 30348

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:09/08/2024

  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.

  Loan servicer is asking for payments and warning that I will go into default, but every time I go to make a payment their website is down. They have no 24 hour hotline to call. And, they do not respond to messages. They just have an AI automated messenger that responds.

  Business Response

  Date: 09/27/2024

  September 27, 2024
  
  
  ***********
  
  
  ******* **********
  ****************************************************************************
  **********
  *******************************
  
  
  
  To Whom This May Concern:
  
  **** is the third-party billing servicer for student loans on behalf of the ***********************
  
  We do apologize if Ms. ********** experienced any difficulties in reaching our office. In order to pinpoint when Ms. *********** trouble may have occurred, we searched all incoming contacts against the phone number provided over the last 60 days. We were only able to find 1 attempted contact by Ms. ********** from ************ on September ******, at 2:09 PM EST while our office was closed.
  
  **** utilizes a virtual phone assistant that is available 24/7 to assist with questions about student accounts such as billing statements, making payments, benefits, and entitlements options. Live student loan specialists are available Monday to Friday, 7:30 AM - 9:00 PM Eastern Time at ************ or visit ************************** and select Chat with ****.
  
  **** also welcomes Ms. ********** to set up a user profile on our account portal which can be found at **************************. Once a user profile is created, Ms. ********** will need to link her ********************** account using her **** account key number. The **** account key can be located in the upper right hand area of all printed and mailed communications from ****. The **** account key is a ************ alphanumeric number (including a hyphen). For email communications, the **** account key can be located in the lower left hand corner of the communication. Users can also search for their **** account key using their first name, last name, Social Security Number and zip code. ************* can review all her loan information online after the profile is created and account has been linked. In addition to reviewing her account, ************* can initiate payments towards her account.
  
  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 the 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 payers 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.
  
  We have reviewed Ms. *********** account and determined that she spoke with a representative at the university to make alternative payment arrangements.
  
  If Ms. ********** would like to talk with us or has any other questions, she is welcome to contact our *************************** at ************ or visit ************************** and select Chat with ****.
  
  
  
  
  Sincerely,
  ****

• Initial Complaint

  Date:08/16/2024

  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.

  **** is reporting derogatory information on my credit report-I have called to try and access my online account, but am denied access due to being unable to verify the address they have on file which they claim was given to them by the school (10 years ago?) or the address that they say is from the ***** of Education, but is over 7 years old. Every piece of information I give them to verify who I am, they deny. They refused to allow me to update my address and phone number so I can receive correspondence about the account and pay it. I requested multiple times to just pay the amount in full and have notification of the payment sent to my new address and was refused. So they will not allow me access to the online account, I do not get any communication from them because the address they have on file is 7 years ago and I have moved 3 times since then (husband is active duty). I want to pay this in full and get it over with, but they are refusing-it was clear that they were going out of their way to prevent me from paying this off.

  Business Response

  Date: 09/06/2024

  ECSI Federal Perkins Loan Servicer                                                         September 5, 2024
  P.O. Box 836
  **************** 15108
  Phone:  ************
  Web:  *******************
  
  
  
  ID: ********
  
  ******* ******
  *****************
  *********************
  ************
  ********************************************
  
  To Whom This May Concern:
  
  Please be advised that ECSI (*********************************) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. **** is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. ***** is the ************************ 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 the loan in question is a Federal Perkins loan that has been assigned by the school to the ************************ Ms. ******* loan is serviced by ******
  
  On August 23, 2024, **** reached out to Ms. ******* With information from Ms. ******* our representative was able to verify her identity. Our representative was then able to update her account with her current address and phone. Lastly, our representative assisted Ms. ****** with login to the student web portal, and went over payment options.
  
  If Ms. ****** would like to reach out to EFPLS, the Department of Educations student loan servicer for Federal Perkins loans, we ask that she please call us toll-free at *************
  
  
  
  Sincerely,
  
  ECSI Federal Perkins Loan Servicer
  

  Customer Answer

  Date: 09/09/2024

  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 are below.

  **** continues to report derogatory information to *******, despite no late payments and no missed payments. Additionally, they hold payments until interest has accrued in tiny amounts, therefore the account is never paid off. They send no verification of payment via email, text, regular mail, nothing. I paid what was supposed to be my entire balance via their online portal, but they didnt draft my account until 69 cents of interest accrued, so now I still owe 69 cents-this is absolutely unconscionable. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 09/24/2024

  **** has confirmed that the .69 in question was addressed with the small balance write off process on September 5, 2024. The account is now showing a zero balance and will be reported as paid in full during the next reporting transmission at month's end.

• Initial Complaint

  Date:06/04/2024

  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 is is a student loan serviced for the US Dept of Education. I did a balance transfer on 9/27/2023 in the amount of $3369.59 from a Discover credit card to pay off a student loan with them. I changed my mind and called my credit card 2 hours later to cancel it. They said it went through. I called ECSI to not accept it and was told they wouldn’t. They did. Since that day I have ***n calling them to return my money. I have ***n calling them constantly. A supervisor doesn’t call back unless I file a complaint with student aid.gov. Discover called them to try to have them reverse the charge and they wouldn’t. In March I filed another complaint. The supervisor had me send my credit card statement to prove I paid with a credit card. I sent it She said it would take 7-10 days to receive a check at my home address. I didn’t receive it so I called again and was told it would take up to 90 days and to wait. I never got it I filed another complaint. On 5/22/2024 Denise a supervisor called, to say she would check to see what was going on and call me the same time the next day. She called me on 5/30/2024. She told me a check was sent to my PO Box in a different state in Dec. 2023. I was upset and asked why no one told me, especially the supervisor in early March 2024, who told me I had to mail them my Discover credit card statement as proof I paid with a credit card. Denise laughed and said the check is probably expired and kept laughing through the call and said it would take longer because she has to reach out to the banking department to see if it was cashed before another check can be mailed out. I told her I didn’t want to deal with her and I wanted another supervisor to help me and no one has called. The call center reps won’t let me talk to a supervisor and keep saying a ticket is in place for someone to call me. No one has. I told them since last year my credit score has dropped (80+points) I need my refund I’ve ***n waiting from 9/27/2024 -6//04/2024.

  Customer Answer

  Date: 06/06/2024

  Hi BBB,
        I wanted to add information about the case#******** with ECSI. I filed the complaint yesterday with your organization to try and get help with receiving a refund check. I called the US Department of Treasury yesterday and spoke with agent **** to see when the check with issued. She told me it was sent to my PO Box in NC March 25,2024. I told the ECSI supervisor in March 2024 to send it to my home address in OH.  The US Dept of Treasury agent told me the check is good for one year. Then she told me that ECSI put a stop payment on the check yesterday. She said to wait about a week for them to get my money back and it only takes a click of a button for them to send it back. When the US Department of Treasury receives the money, it takes 5-7 days to mail a new check to my home address in OH.  ECSI has not responded to me and shouldn’t have cancelled the check without speaking to me. I was told false information by the ECSI supervisor Denise on 5/22/2024 about it being sent in December 2023 and it’s probably expired. Agent **** said the only request for a refund was in March 2024.  ECSI was supposed to contact me from last week to tell me if the check was still good. Instead they put in a stop payment yesterday after I filed the complaint with your company.  Thank you, ***

  Business Response

  Date: 06/10/2024

  
  To Whom This May Concern:
  
  We have reviewed this complaint and
  identified that the loan in question is a Federal Perkins loan that has ***n
  assigned by the school to the Department of Education. Ms. ******’s loan is
  serviced by EFPLS.
  
  Ms. ******’s complaint is that her
  loan was paid from a credit card, and hours after making the payment she wanted
  to cancel the payment. EFPLS and the Department of Education do not accept
  credit card payments. The payment received and applied to Ms. ******’s account
  may have ***n a check linked to her credit card, however, it was received via
  mail in the form of a check.
  
  During the process of attempting to
  assist Ms. ****** with reinstating her student loan and reversing the payment,
  EFPLS, as part of our fraud due diligence, requested documentation to show the
  payment’s origin. This was asked in the form of a statement showing the
  deduction of the payment from Ms. ******’s account. Once received, the reversal
  was processed.
  
  At the time that the reversal was
  processed, Ms. ******’s account had a PO Box as the primary address. According
  to the Perkins promissory note executed by Ms. ******, it is the obligation of
  the borrower to ensure that their contact information on file with the loan
  servicer is up to date.
  
  EFPLS was contacted by Ms. ******
  that the PO Box address was incorrect, so an update to the account was
  processed as well as a stop on the original check. At that time, Ms. ****** was
  also apprised of the timing in which she would receive a replacement check to
  the new address.
  
  If Ms. ****** would like to reach
  out to EFPLS, the Department of Education’s student loan servicer for Federal
  Perkins loans, we ask that she please call us toll-free at ###-###-####.
  
  
  
  Sincerely,
  
  ECSI Federal
  Perkins Loan Servicer
  
  
  

  Customer Answer

  Date: 06/11/2024

  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 below.
  
  
  
  Hi BBB,
       I just received the response today from ECSI after filing a complaint on 6/4:2024. They have made false statements concerning my communications with them.  I told the female supervisor in March 2024 to send the check to my home address. I gave her the address in OH. I told her not to send it to my P.O. Box in NC and updated my address on file with her. I never said the PO Box was inaccurate, just inconvenient for receiving the check. She said, the  refund was supposed to be sent out by March 25,2025 to my home address and would take about 7-10 days. I have been calling ECSI continually after I didn’t receive the refund.  When calling ECSI I was told time after time, wait it takes 90 days.  Also, I have a response to the payment being  made by a check in the mail,  by my credit card company through a balance transfer. I talked to ECSI in late September 2023 to let them know not to process that balance transfer from Discover my credit card and was told they would not accept it. I asked that it be put in the notes to not process the payment because it’s from a credit card.  However, they still processed the payment   I have been calling them since October 2023 for a refund and going back and forth with them. I even had Discover call them to try to reverse the payment. The ECSI supervisor Denise contacted me 5/22/2024 after filling a complaint with the student aid government website and said she would look into the situation and would call the next day. However, she called me on 5/30/2024 to say the check was sent out in December 2023 and it was probably expired. That was false. The Department of Treasury said there was no check sent out in December 2023 or any time last year.  Also, the Department of Treasury said the check is good for a year. Denise was supposed to be checking on the status of the check and getting back to me. On June 4, 2024, I contacted the US Department of Treasury.  Agent ****, said the check was sent out on March 25, 2024 and a stop payment put in 6/4/2024 (the day I filed a complaint with the BBB)).  Today Agent 5282 with the Department of Treasury gave me the status on the cancelled check. The check symbol is **** and the check number is ********. It was cancelled on 6/5/2024 by the US Department of Education. She said based on that information they should be able to authorize to reissue a check and it can be sent out in 48 hours. I was never given a time by anyone at ECSI on when I should be receiving another check. Today I spoke with Denise at ECSI and she talked to her team leader Candace and they don’t have any information about the refund.  I have told Denise to call me each day to let me know what is going on and  every time she calls,  she doesn’t have any information on when I am supposed to get a refund.  Overall, I dispute what ECSI is saying that I told them my PO Box is inaccurate. I still own it. It is false that I told them to cancel the check. I never told anyone to cancel a payment. I have been waiting 8 months for a refund. Last, no one at ECSI has told me when I should be getting a new check sent out. The ECSI supervisor Denise calls to update me until this is resolved and she  keeps telling me she doesn’t have any new information about when I should be getting it. That is why I have contacted the BBB because I have not received any help from ECSI, only delays, inaccurate information  and excuses about my refund. I would like to know when I am getting a new check sent out to me. Thank you, *** ******** ******

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

  Customer Answer

  Date: 06/14/2024

  I did get a call from the ECSI supervisor Denise this morning &11:41am. She told me that tomorrow they would be sending a request to get my check issued from the US Dept of Treasury.  Hopefully, this will be the end of me having to deal with them and this issue. Thank you for all your help. 

• Initial Complaint

  Date:06/01/2024

  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 returned to college a few years ago in 2021 to obtain my BSN and then nurse practitioners license after graduating with my RN in 2013. When I applied for loans at the time of my return, I was told I had an outstanding federal Perkins loan from my first year of college in 2007. In order to get further loans I had to take care of this outstanding balance, totaling just over $2,000. I paid the original loan holder, Alma College of Alma, MI, (at this time the loan creditor/debt collector was Merchants and Medical) and was able to send a letter to my current college saying that the loan was now paid and was able to obtain further college loans. Then, in 2023 I started receiving letters from ECSI saying that I was behind on my loan payments for a loan originating from Alma College. I was able to confirm it was the same loan. Alma College sent me information confirming the loan was paid in full, I have sent this information into ECSI by mail but have heard nothing back except letters saying I am behind on my payments. Every time I call they tell me they cannot handle those types of complaints over the phone, only by mail, which I have already done. I have asked if I pay on the loan now and it is proven later to have already been paid if I will receive a refund and they tell me they cannot do that. But then they reported it on my credit. I feel like I am almost being blackmailed - if I pay on the loan that I know I have already repaid I know I cannot be refunded but if I don’t my credit can be affected. I am at a loss as to what to do.

  Business Response

  Date: 06/10/2024

  
  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 the loan in question is a Federal Perkins loan that has been
  assigned by the school to the Department of Education. Ms. *****’s loan is
  serviced by EFPLS.
  
  Ms. *****’s complaint is that her
  account was paid in full prior to assignment to the Department of Education. Based
  on the documentation submitted, EFPLS has removed the loan balance and the
  credit reporting history.
  
  If Ms. ***** would like to reach
  out to EFPLS, the Department of Education’s student loan servicer for Federal
  Perkins loans, we ask that she please call us toll-free at ###-###-####.
  
  
  
  Sincerely,
  
  ECSI Federal
  Perkins Loan Servicer
  
  

• Initial Complaint

  Date:04/21/2024

  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 called on 11/1/23 to make a payment to my Perkins loan in the amount of $2,600. The amount was taken out on 11/3/23 from my bank account. I received a statement in the mail in early February that did not reflect the payment I made over the phone. I called, and as instructed, I mailed the company (ECSI) my banking statements that proved the payment. However, they could not locate said payment. I was told that the company's banking system crashed on the day that I originally called to make the payment. Since February, there has been no solution. I have contacted them numerous times and I get different answers from different agents that I talk to: we got the payment, we didn't, we received the paperwork of proof of payment or we didn't, your amount of $2,600 will be posted soon to the accounts or we can't give a timeframe on that/we are still looking for the payment. I have asked for supervisors/managers to give me a call, and will take them a week or two until they call me. I tell them that I work during the day and i have consented/authorized them to call my husband and they don't.
  We contacted our bank, and looks like they may or may not be able to help us now since the payment was made so long ago. I am genuinely afraid to make another payment, and that this will NEVER be resolved.

  Business Response

  Date: 05/10/2024

  
  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 the loan in question is a Federal Perkins loan that has been
  assigned by the school to the Department of Education. Ms. **********’ loan is
  serviced by EFPLS.
  
  Ms. **********’ complaint is that the
  payment she attempted on November 1, 2023 of $2,600 does not reflect on her
  account. EFPLS continues to work with the Department of Education’s banking
  system to locate and identify Ms. **********’ missing payment.
  
  If you would like to file a complaint, report suspicious activity,
  or provide feedback, please contact the Department of Education through the Federal
  Student Aid (FSA) portal. The FSA Feedback System aims to assist
  students in resolving disputes and leaving feedback related to Federal student
  loans. You can access the FSA Feedback System here:
  https:/************************************************
  
  If Ms. ********** would like to
  reach out to EFPLS, the Department of Education’s student loan servicer for
  Federal Perkins loans, we ask that she please call us toll-free at
  ###-###-####.
  
  
  
  Sincerely,
  
  ECSI Federal
  Perkins Loan Servicer
  

  Customer Answer

  Date: 05/19/2024

  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 have called numerous times to the phone number provided to reach out to the loan servicer. I have specifically asked for a supervisor/manager to call me and no one ever does. the last time I called for a supervisor was on 4/24/24 and I still have not heard back. (Other times they call, is when I am working and I have specifically asked them to call when I am not at work and I have given them a time to do so.) 

   

  I have also been receiving conflicting information from every representative I have spoken to. Some representatives say that the transaction was found and others say it hasn’t. I am unsatisfied with my treatment thus far regarding this situation. 
  
  
  
  Regards,
  
  
  
  ******** **********

  Business Response

  Date: 05/29/2024

  The payment in question has been applied to the account. This was done retroactively as though received when initially intended.

• Initial Complaint

  Date:04/13/2024

  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.

  I have been sending Perkins loan forgiveness forms to them repeatedly for 8 months . From September,2023 to March 2024 I have sent them 6 times and when I call they say they received nothing even though the USPS says they did for the 4 times I sent by express mail and priority mail . I also had SAVI send them the same forms again in December 12th because I was sure they could not pretend to receive nothing and again they say they received nothing .
  There is also a problem with them receiving any payments from me by mail , one check finally appeared but it is only the most recent one I sent . so I assume anything sent before was lost also.
  Express mail is expensive and priority is 10 dollars each time I use it . I cant afford to keep sending payments and forms this way. It has gotten to the point of insanity. And the only calls or mail I get from them is about payment not my loan forgiveness.
  Another point the website does not work well I can't set up anything.

  Business Response

  Date: 04/23/2024

  
  To Whom This May Concern:
  
  We have reviewed this complaint and
  identified that the loan in question is a Federal Perkins loan that has been
  assigned by the school to the Department of Education. Ms. *******’s loan is
  serviced by ECSI Federal Perkins Loan Servicer (EFPLS).
  
  Ms. *******’s complaint is that her
  request for cancellation and her payments are not being received by EFPLS. The Department
  of Education has two separate addresses for payments and paperwork:
  
  Payments should be sent to:
  Department
  of Education
  ECSI
  Federal Perkins Loan Servicer
  ** *** *******
  ********* ** **********
  
  Paperwork should be sent to:
  Department
  of Education / ECSI Federal Perkins Loan Servicer
  ** *** ***
  **** ********* ** *****
  
  Payments are not directly received
  or processed by EFPLS; however, in order to ensure that her payments are
  correctly applied to her loan, EFPLS would recommend that Ms. ******* reference
  her account number on any payment that is sent and make sure that the payment
  includes the remittance portion of the billing statement.
  
  EFPLS received cancellation
  paperwork from Ms. ******* on March 29, 2024 and a duplicate set of documents
  on April 1, 2024. These documents were reviewed and found to be in need of
  corrections.
  
  EFPLS, the Department of
  Education’s student loan servicer for Federal Perkins loans, is here to assist.
  If Ms. ******* needs her account number, assistance accessing her account
  online to obtain a copy of her billing statement, or if she needs assistance
  with the required corrections on her cancellation application, we are here to
  help. If Ms. ******* would like to contact us, we ask that she please call us
  toll-free at ###-###-####.
  
  Sincerely,
  
  ECSI Federal
  Perkins Loan Servicer
  
  

• Initial Complaint

  Date:03/27/2024

  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 has terrible communication and poor customer. I received communication from ECSI Federal Perkins Loan Servicer on February 20. 2024, What I received was a "past due" notice 0f $60.00. I called in (###-###-####) and talked to someone name Darrell. I asked what was this past due notice for? Since I had never heard of this organization, I was confused as to what this was for. He told me it was for a $1,000 owed to Jarvis College. I told him I didn't"t owe Jarvis College any money, I also asked him when did this occur. He told me 1963. I said to him, if I owed Jarvis College money in 1963 why am I just now hearing about it. He continue to say, I don't know, You have to call Jarvis College. I explained to him that I had received no communication from Jarvis College and I am contacting the company that sent me the notice. I asked to speak to a Supervisor and he told me he would have someone call me back. Of course no one called.
  
  I waited for about 2 hours and called back again and spoke to some one Ebony. She could not answer any of my questions and when I asked to speak to a Supervisor, she asked me, "For what?" I told her since you can't answer my questions, I needed to speak to someone that could help. She refused to let me talk to a Supervisor, So I still don't have answers.
  
  My issue is #1, I don't owe Jarvis College and #2 even if I did, why would they wait 61 years to contact me about a measly $1,000. I hope someone will pay attention to this complaint because the people that I talked to were no help at all.

  Business Response

  Date: 04/04/2024

  
  
  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).
  
  EFPLS has
  reviewed this complaint and identified that the loan in question is a National
  Defense Student Loan that has been assigned by the originating school, Jarvis
  Christian College, to the Department of Education. The borrower’s loan is
  serviced by EFPLS.
  
  The Department
  of Education and EFPLS are acting upon the information provided by the
  originating school, Jarvis Christian College. A copy of the documentation
  provided during the assignment from the school has been attached for the
  borrower's records and future reference.
  
  The Federal
  Student Aid (FSA) has provided guidance to put a three (3) month stop on
  billing and credit reporting while they conduct an investigation. During this
  time, no payments are due. These stops on the borrower's loan(s) have been
  completed.
  
  If Mattie
  Thompson would like to reach out to EFPLS, the Department of Education’s
  student loan servicer for Federal Perkins loans, we ask that they please call
  us toll-free at ###-###-####.
  
  If you would like to file a complaint, report suspicious activity,
  or provide feedback, please contact the Department of Education through the
  Federal Student Aid (FSA) portal. The FSA Feedback System aims to assist
  students in resolving disputes and leaving feedback related to Federal student
  loans. You can access the FSA Feedback System here:
  ****************.
  
  
  Sincerely,
  
  ECSI Federal
  Perkins Loan Servicer
  
  

• Initial Complaint

  Date:03/13/2024

  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.

  I did not choose ECSI but I am in deferment for my student loan / PhD program. They told me I could verbally tell them this, email or fax or use an online system. I could only mail in a form they refused to provide. I have sent the documentation to *******@****.com and *****@****.com with no response. We are not living in the 1800’s - email and at least fax should be sufficient.

  Business Response

  Date: 03/19/2024

  
  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 Federal Perkins
  loans.
  
  We have reviewed this complaint and
  identified that the loan in question is a Federal Perkins loan that has been
  assigned by the school to the Department of Education. Mr. *******’s loan is
  serviced by EFPLS.
  
  Mr. *******’s complaint is that he
  is seeking in school deferment for his account. EFPLS has forms available for
  download on our student portal. The Department of Education’s requirement is
  that EFPLS receive and retain original documents. Therefore, forms need to be received
  through the mail.
  
  Mr. ******* can find the
  appropriate form to fit his needs at https://********************************l. Upon
  completion, Mr. ******* can mail the appropriate form to the following address:
  Department of Education/ECSI Federal Perkins Loan Servicer
  **** *** ***
  **** ********* ** *****
  
  To assist Mr.
  *******, EFPLS has mailed him an In-school Deferment form to his home address. If Mr.
  ******* would like to reach out to EFPLS, the Department of Education’s student
  loan servicer for Federal Perkins loans, we ask that he please call us
  toll-free at ###-###-####.
  Sincerely,
  
  ECSI Federal Perkins Loan Servicer

• Initial Complaint

  Date:03/07/2024

  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 just received a bill from ESCI Federal Perkins Loan Seevicer, saying that I owed 828.57 worth of interest from 1970. I don’t remember ever applying for this loan. I googled scams from this loan service and saw a lot of other people with the same situation. Please help. I don’t think this is real. This never came up on my credit or never got any notices in the last 45 years.

  Business Response

  Date: 03/19/2024

  
  
  
  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 Federal Perkins
  loans.
  
  Ms. **********’s complaint is that she
  received a bill from EFPLS, and does not recall this loan from 1975. We have reviewed this complaint and identified that
  the loan in question is a Federal Perkins Loan Program loan that has recently been
  assigned by the originating school to the Department of Education. Ms.
  **********’s loan is serviced by EFPLS.
  
  National Direct
  Student Loans fall under the Federal Perkins Loan
  Program. For Ms. **********’s records, EFPLS has attached a copy of the Promissory
  Note for the National Direct Student Loan for her records.
  
  The
  Department of Education and EFPLS are acting upon the information provided by
  the school. The Federal Student Aid (FSA) has provided guidance to put a three
  (3) month stop on billing and credit reporting while they conduct an
  investigation on Ms. **********’s loan. During this time, no payments are due.
  These stops on the student's loan(s) have been completed.
  
  If Ms. **********
  would like to reach out to EFPLS, the Department of Education’s student loan
  servicer for Federal Perkins loans, we ask that they please call us toll-free
  at ###-###-####.
  
  Sincerely,
  
  ECSI Federal
  Perkins Loan Servicer
  
  
  Attachment: **********Prom-NDSLoan.pdf

• Initial Complaint

  Date:03/02/2024

  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 reported me to the credit burea without ever notifying me that my perkins loan is being managed by them. ALL of my students loans, to my knowledge, have always been paid for through NelNet, a different student loan collection and management company. I received a past due letter in the mail AFTER I had already been reported to the credit burea. When I search my email I see NO RECORD of ECSI and in fact I just created my account today after receiving my notice in the mail - dated February 22, received March 2. I do not know how one is expected to pay a debt one does not know they have. Again, I was under the impression that all of my loans were being paid through one collector and that is Nelnet, in which I have been in good standing with since loans resumed post-covid relief efforts in September 2023. This seems very unfair and should not be happening to students who are likely already struggling with there debt to income ratio post college. Our credit scores are already in the dumps.

  Business Response

  Date: 03/19/2024

  
  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 Federal Perkins loans.
  
  We have reviewed this complaint and
  identified that the loan in question is a Federal Perkins loan that has been
  assigned by the school to the Department of Education. Mr. ********’s loan is
  serviced by EFPLS.
  
  Mr. ********’s complaint is that his
  accounts were billed without prior notice. EFPLS was first notified by the post
  office of returned mail on December 15, 2021. EFPLS conducted several
  skip-traces to identify a correct address for Mr. ********. On February 29,
  2024 the address returned from skip-tracing was successful.
  
  While EFPLS will make every attempt
  possible to update demographic information, according to the Perkins promissory
  note Mr. ******** executed, it is the obligation of the borrower to ensure that
  their contact information is up to date.
  
  EFPLS has reviewed Mr. ********’s
  account history and there were administrative forbearances on his account
  during the time we were unable to send mailed notification. During the same
  period, the credit history has continued to be reported as current and in good
  standing.
  
  If Mr. ******** would like to reach
  out to EFPLS, the Department of Education’s student loan servicer for Federal
  Perkins loans, we ask that they please call us toll-free at ###-###-####.
  
  Sincerely,
  
  ECSI Federal Perkins Loan Servicer