ComplaintsforAscendium Education Group, Inc.

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Initial Complaint
02/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Currently last week I discovered that my student loans were in default. I didnt get any notice from my previous loan servicer which was Nelnet, informing me that my loans will be transferred over to Ascendiums until I called because I was trying to register for my masters degree however, I was informed that my student loan were in default. Therefore, I called Nelnet and they couldnt even give me the information that I needed. They said them alone have been paid off, then I had to call back because, there is no information as to who pays them off so therefore I got a different representative who told me that my loans were paid off, but they were bought by ********. When I called ascend them, they stated that my loans are in default and theyve been in there since September, but I never received a notice from them. I also updated my address information the same lady that I called because I had moved however, prior to that Nelnet should have sent me something stating that my loans were being removed from their platform, when I call him they stated that the best route for me in order to get my loans out of default was consolidate them currently, I am hoping for the *** forgiveness loan because I have worked for multiple nonprofit organizations. My goal is to get my loans out of default, but is not giving me any help in order to get them out of default. Theyre just stating that I need to consolidate them , theres no one walking me through the process theres no one giving me any information and Ive called multiple times to try to get a resolution and my loans are sitting. I dont know where to go from here. I dont feel like theyre giving me any other option to try to get my loans out of default , Im just asking for some help with understanding what I need to do in order to get my loans out of default. for example, ****** still has majority of my loan and ******. Not sure why these where transferred to Ascendium.
Business response
02/12/2024
Ascendium ID: 24863201

Dear ****************,

The inquiry you filed with the Better Business Bureau (BBB) of *********,associated with six Federal Family Education Loan Program (FFELP) ******** Loans, was forwarded Ascendium Education *************** (Ascendium) for review and response. We understand you are concerned that you were not notified of growing delinquency and eventual default of the loans. Attached you will find a copy of your Account Snapshot, which displays the current balance and some historical loan information.

Based on our review of the servicing history performed by your former loan servicer ************************** (Nelnet) we confirmed that they appropriately performed all required due diligence efforts hoping to prevent your loans from defaulting. The due diligence efforts included making telephone attempts,to the same number provided in your inquiry to the BBB, and mail attempts to you. For additional information regarding Nelnets loan servicing, prior to the default of the loans, we encourage you to contact ******************************* at ************** or via email at **********************************.

Furthermore,student loan servicers such as Nelnet must request default-aversion assistance from the guarantor between the 60th day and 120th day of a borrowers delinquency. It is this type of assistance that Nelnet requested of Ascendium on October 31, 2022, and resulted in Ascendiums attempts, also to the same number, to assist you and prevent the default of the loans. Ascendium assumed ownership and responsibility of these six loans after paying a default claim on to Nelnet on September 14, 2023. This was the result of the loans being more than ******************************************************************************************* forbearance to prevent the loans from defaulting.

Upon reviewing your concerns, we noticed your loans may qualify for Borrower Defense Loan Discharge (BDR). We encourage you to utilize the U.S. Department of Educations BDR Hotline for information regarding the possible cancellation of your loans. You can reach a BDR Hotline representative by calling ************ between 8 a.m. to 11 p.m. Eastern time (ET) Monday through Friday and between 11 a.m. to 5 p.m. ET Saturday through Sunday.

In the event you are returning to school and/or your six loans are not eligible for BDR discharge, we encourage to consider loan consolidation and the many potential benefits of consolidating into the Direct Loan program. Only Direct loans are eligible for ************** Loan Forgiveness (PSLF), and FFELP loans consolidated by April 30, ****, could benefit from EDs onetime PSLF and Income-Driven Repayment (IDR) Account Adjustment. Only Direct loans are eligible for EDs new IDR plan, SAVE (Saving on A Valuable Education), which provides monthly payments based on your income and family size. Furthermore, by consolidating soon, you may be able to avoid the assessment of some or all the collection fees.

For more information, visit:
***********************************************************************************************************
*********************************************************************************
****************************************************************

Another way to reinstate your eligibility for Title IV aid is by contacting Ascendium to request reinstatement and by making six consecutive full monthly payments. These payments must be made on time (within 20 days of the payment due date), voluntarily,and must be reasonable and affordable. If you have further questions regarding any of these options, please contact us at ************.

Kind regards,
Ascendium Education Ombudsman
Customer response
02/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. I accept the response they gave while on the phone with the representatives none of these options were presented to me. I was specifically told to consolidate and that there was nothing they could do for me. I appreciate the response and options and will contact the office. To further work out any suggestions that were suggested

Regards,

***************************
Initial Complaint
01/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Student loan company keeps calling me! I have a forbearance on my loans! I DO NOT THE ***** TO PAY MY LOAN! I am on SSDI!!!! Please stop calling
Business response
02/01/2024
Ascendium ID: 23903704

Dear ******************,

The inquiry you filed with the Better Business Bureau of ********* was referred to Ascendium Education *************** (Ascendium) for review and response. Your concerns, as we understand, are that your Federal Family Education Loan Program Consolidation Loan is in forbearance and that you are receiving Social Security Disability Income.

We would like to clarify that Ascendium is a national guarantor of student loans. In its role as a guarantor,Ascendium insures private lenders that if a borrower defaults on a student loan, the guarantor will reimburse the lender for all eligible outstanding principal and accrued interest. In addition, student loan lenders/servicers, such as Navient Solutions, LLC (Navient), must request default-aversion assistance from the guarantor between the 60th day and 120th day of a borrowers delinquency.

It is this type of assistance that your loan servicer, Navient, requested of Ascendium on January 21, ****, and resulted in the two calls you received on January 23 and January 30, ****, from our office. Based on the receipt of your inquiry from the BBB, Ascendium has placed a Do Not Call flag on your account.

For additional information regarding the status of the loan, we encourage you to contact *************** of the ******** Advocate at ************** with any questions you may have.

We also want to encourage you to initiate contact with *********** Services (Nelnet) to discuss your disability and communicate your desire to have your loan considered for discharge. Nelnet is the U.S. Department of Educations Total and Permanent Disability (TPD) loan discharge service provider. Once you contact Nelnet, they will explain what steps you need to take to initiate this process.

Nelnet TPD Servicer Phone: ************
Nelnet TPD Website: www.disabilitydischarge.com
Nelnet TPD Servicer ******** Email: ***************************************************************************

Kind regards,

Ascendium Education Ombudsman
Initial Complaint
01/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company are not showing correct balance of my student loans. The constantly call after business hours and on Sundays. I have told them before that I am not going through an agency to pay my loans because I am on a income based payment plan
Business response
01/25/2024
Ascendium ID: 26140954

Dear ******************,

The inquiry you filed with the Better Business Bureau of ********* was referred to Ascendium Education ********** **** (Ascendium) for review and response. Your concerns, as we understand, are that Ascendium is not reflecting the correct account balance associated with two Federal Family Education Loan Program ******** Loans and that we are calling after business hours and on Sundays.

We would like to clarify that Ascendium is a national guarantor of student loans. In its role as a guarantor,Ascendium insures private lenders that if a borrower defaults on a student loan, the guarantor will reimburse the lender for all eligible outstanding principal and accrued interest. In addition, student loan lenders/servicers, such as Navient ********** LLC (Navient) must request default-aversion assistance from the guarantor between the 60th day and 120th day of a borrowers delinquency.

It is this type of assistance that Navient requested of Ascendium on July 14,2023, and resulted in the calls you are receiving from our office. Though, there is no indication you have talked to any of our representatives since Ascendium received Navients request for assistance in July 2023.

For additional information regarding the current status and balance of the two loans, we encourage you to contact *************** of the ******** Advocate at ************** with any questions you may have.

Kind regards,

Ascendium Education Ombudsman
Initial Complaint
01/17/2024
Complaint Type:
Order Issues
Status:
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.
I am not liable for this alleged debt with SUN TRUST BANK/GLELSI. I do not have a contract with SUN TRUST BANK/GLELSI. They did not provide me with an original contract as requested.
Business response
01/22/2024
Ascendium ID: ********

Dear **********************,

The inquiry you filed with the Better Business Bureau of ********* was referred to Ascendium Education *************** (Ascendium) for review and response. Your concern, as we understand, is that you are not liable for the two Ascendium-held Federal Family Education Loan Program ******** Loans because they were obtained through ************** and serviced by Great Lakes.

The two FFELP ******** Loans were guaranteed in August 2007 by United Student *************** **** Funds). Ascendium Education *************** (Ascendium) became the loan guarantor after assuming USA Funds loan portfolio in 2018. Furthermore, the two loans were obtained through **************** and serviced by Nelnet. Enclosed are copies of your FFELP Federal ******** Loan Master Promissory Note, electronically signed and dated August 30,2007, and the corresponding Disclosure Statements. Also provided is a copy of your Ascendium Account Summary, which displays balance information and some historical loan information.

The copies provided meet the Freedom of Information Act requirements, which allow Ascendium to provide requested records in any form or format readily reproducible. In addition, with the passage of Electronic Signatures in Global and National Commerce Act, guaranty agencies, such as Ascendium, can use electronic records and electronic signatures in place of traditional paper records and handwritten signatures.

To view all your student loans, even those loans not held or guaranteed by Ascendium, please visit the National Student ********* System (NSLDS) via studentaid.gov. Our review of the information on NSLDS indicates you also have loans held by ** who can be reached at ************ for assistance.

By way of background, Ascendium assumed ownership and responsibility over the
referenced loans after paying a default claim to the lender on two separate occasions. The first claim payment was made on April 28, 2017, and the second was made on April 29, 2019. The claim payments were the result of the loans being past due and the lender/servicer not receiving payments or a completed request for deferment or forbearance to prevent the loan from defaulting. The initial default in 2017 was resolved through your participation in the Default Loan Rehabilitation Program. Under a Rehabilitation Agreement, defaulted student loan borrowers can resolve their default by voluntarily making nine consecutive on-time payments over a 10-month period.

Here is a link to information regarding the U.S. Department of Educations (**) Fresh Start Initiative: A Fresh Start for Federal Student Loan Borrowers in Default | Federal Student Aid. If you choose to opt into the Fresh Start program, which you are eligible for, the two Ascendium-held loans will be transferred to Nelnet, a loan servicer for **. Once the actual transfer of the loans occurs, the status of these two loans will be updated from default to repayment.

If you have additional questions or concerns or would like to opt into the Fresh Start Initiative, please contact our office directly between 7:00 am and 4:30 pm Monday through Friday at ************.

Kind regards,

Ascendium Education Ombudsman
Initial Complaint
09/16/2023
Complaint Type:
Billing Issues
Status:
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.
Ascendium Education Group has not provided accurate student loan information to Department of Education Federal Financial Student Aid on my student loan account since 2009. On 9/15/2023 on a phone call with Ascendium Education Group representatives (at ************, in their role as ******* of Education Loan servicer) I requested that they populate my payment history in the Department of Education Federal Student Aid National Database, because no records have been uploaded since 2009. I was on an income based repayment plan for my student loans with the ******* Department of Education and made monthly payments of $183 from 11/3/2015 to 03/09/2020. Mohela is processing a TEPSLF and needs the records of payments populated by Ascendium on the *** national database. My request is that Ascendium populate the *** national database with the correct information on my ******* of Education student loan payment history from 11/3/2015-03/09/2020. As a sidenote, I was told by the Ascendium representative to speak to Mohela because ****** had already paid the loan in full recently. I asked to speak to a supervisor at Ascendium and was told they are busy and denied. They instead emailed me a pdf of my payment history (attached), but that is not what Mohela requires. A supervisor at Mohela (case number ********) informed me that Ascendium has to populate my payment status on the *** national database themselves. Thank you for your help, *************************
Business response
09/22/2023
Ascendium ID: ********

Dear ****************,

Thank you for your inquiry, sent to the Better Business Bureau of *********, regarding the status of payments that were made and applied to three ******* Family Education Loan Program (FFELP) ******** Loans, guaranteed by Ascendium Education ********** **** (Ascendium), beginning August **** through August ****, and five FFELP ******** Loans, guaranteed by the ******* Department of Education, Office of Student Financial Assistance (****), beginning October **** through October ****.? Effective September 1, 2020, Ascendium began providing support to **** related to their student loan portfolio.
We would first like to clarify that Ascendium and **** are national guarantors of student loans; in their role as a guarantor, Ascendium and **** administer FFELP Loans on behalf of the U.S. Department of Education ***** including your eight FFELP ******** Loans. Guarantors insure private lenders if a borrower defaults on a student loan that the guarantor will reimburse the lender for all eligible outstanding principal and accrued interest.

We understand you are seeking to have the payment information between November 3, 2015 March 9, 2020, added to the National Student ********* System (NSLDS); **s central repository which houses all federal student loan information. Guarantors, such as **** and Ascendium, only report the default or resolution of a loan to NSLDS. Guarantors do not report periods of repayment. We also contacted the Higher Education ************** of the ***************** (MOHELA) and explained to them that you were not in repayment during this time but in default.

Attached are copies of your FFELP Application and Promissory Notes and your FFELP ******* ******** Loan Master Promissory Note. An Account Summary, which displays balance information and some historical loan information, is also provided. The copies provided meet the Freedom of Information Act requirements, which allow Ascendium, on behalf of ****, to provide requested records in any form or format readily reproducible.?

Eligibility for ************** Loan Forgiveness (PSLP)
For more information regarding **** and the One-Time IDR Payment Count Adjustment, please review the information found on **s ******* Student Aid website: Payment Count Adjustments Toward Income-Driven Repayment and ************** Loan Forgiveness Programs | ******* Student Aid. Please note that payments made during default normally do not count.

Generally, FFELP Loans are not eligible for **** without first consolidating them into a Direct Consolidation Loan. Only after the new Direct Consolidation Loan is made will payments made count towards the required 120 payments.? At this time, the **** waivers period and One-Time IDR Count Adjustment periods being offered by ** allow FFELP borrowers to receive credit for payments made on FFELP Loans provided they met certain requirements, which are noted through the previously noted link.

History of **** ******** Loans
**** assumed ownership and responsibility over the referenced five loans after paying default claims to your loan servicer on February 12, 2009, and May 7, 2009.? This was the result of the loans being more than ******************************************************************************************************* forbearance to prevent the loans from defaulting.?

While documentation from ****, dated November 3, 2015, indicates that you established a repayment agreement, the five loans were still in default. The **** Repayment Agreement you signed is attached, and confirms the agreement was regarding the repayment of your defaulted loans. Your **** held loans remained in default until they were paid-in-full via a Direct Loan Consolidation on November 23, 2022.

History of Ascendium ******** Loans
Ascendium assumed ownership and responsibility over the referenced three FFELP ******** Loans after paying a default claim to your loan servicer on two separate occasions. The first claim payment was made on November 7, 2008, and the second was made on April 29, 2016. The claim payments were the result of the loans being more than ****************************************************************************************************** forbearance to prevent the loans from defaulting.

The initial default of the three Ascendium ******** Loans was resolved through your participation in the Default Loan Rehabilitation Program. Under a Rehabilitation Agreement, defaulted student loan borrowers can resolve their default by voluntarily making nine consecutive on-time payments over a 10-month period. The successful rehabilitation of the three Ascendium defaulted loans occurred on January 22, 2015.

Your Ascendium held defaulted loans remained in default until they were paid-in-full as part of your November 2022 Direct Loan Consolidation as well.
As a borrower under the ****** you have the right to contact **, ******* Student *********************** for further assistance. The easiest way to contact the Ombudsman is to file an on-line assistance request thru *************************************************************************. Other contact options are:

Mail:
FSA Ombudsman Group *********************************************** of Education
FSA Ombudsman Group
***************************************************** 5144
**************** 20202-5144

FSA Ombudsman Group Contact Information
Phone Toll Free: ************** (Best used to initiate a Case)
TDD: ************
Fax: ************
Email: *************************
Website: ***************************************************;

Sincerely,
Ascendium Ombudsman
Customer response
09/25/2023
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 was on an income based repayment from 2016-2020 and made 48 consecutive on-time payments. These payments were never reported to the Department of Education. This leaves me unable to count 48 months for ************** Loan Forgiveness. Ascendium refuses to post payments by student borrowers to the department of education national database and is using confusing and mudding language, stating things like - student was in repayment but in default. I request that Ascendium posts all payments made by student borrowers to the national database. Ascendium could be collecting twice. Students like me make years of payments, and Ascendium is not reporting it, and then is collecting full payments from the department of education on student loans. This needs further investigation.
Regards,

*************************
Business response
09/27/2023
OSFA/Ascendium ID:     23552814

Dear ****************,

Ascendium Education ********** **** (Ascendium) has received and reviewed your rebuttal to our initial response to the Better Business Bureau of *********. While we sympathize with your position, our review of your account remains as provided to you in our September 2023 response.

We want to reiterate that the while the eight ******* Family Education Loan Program ******** Loans were in default, which were resolved with the November 2022 Direct Consolidation,guarantors such as Ascendium and the ******* Department of Education, Office of Student Financial Assistance (OSFA) would not report the payments received from the borrower to the National Student ********* System (NSLDS). OSFA and Ascendium only report the date the loan defaulted and the date the default was resolved. We have confirmed the information reported to NSLDS is correct.

We regret that our decision does not arrive at the resolution you had hoped for; however, as a borrower under the FFFELP, you retain your right to contact *** ******* Student *********************** for further assistance. The easiest way to contact the Ombudsman is to file an on-line assistance request thru
************************************************************************. Other contact options are:

Mail:
FSA Ombudsman Group Mailing Address
*****Department of Education
FSA Ombudsman Group
******************************************, Mail Stop 5144
****************20202-5144

FSA Ombudsman Group Contact Information
Phone Toll Free: ************** (Best used to initiate a Case)
TDD: ************
Fax: ************

Sincerely,
Ascendium Ombudsman
Customer response
09/28/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The loan was out of the default when I made a hardship income based repayment plan with the ******* Department of Education in 2015. The repayment plan was granted and I made 48 consecutive, on-time payments. I have been working for local government almost all of my adult life and applying for ************** Loan Forgiveness. My loan got passed around and I was never informed that I was in default after 2015. I was earnestly making payments while working for local government, without missing any months, as you can see from my payment records. Please undo this error and remove my loan out of default from the start of the income based repayment date in 2015. Thank you

Regards,

*************************
Business response
10/03/2023
OSFA/Ascendium ID:    23552814

Dear ****************,

Ascendium Education ********** **** (Ascendium)has received and reviewed your second rebuttal to our initial response to the Better Business Bureau of *********.

Generally,Federal Family Education Loan Program (FFELP) Loans are not eligible for ************** Loan Forgiveness (****) without first consolidating them into a Direct Consolidation Loan. Over the past year, the U.S. Department of Education **** gave FFELP borrowers an opportunity to have payments made on their FFELP Loans after October 1, 2007, count towards the 120 payments required for ****. This they did through the **** waiver period and One-Time IDR Count Adjustment period. However, the payments had to be made while working for a qualifying employer, as well as some additional requirements.

We again want to reiterate that while your ******* Department of Education, Office of Student Financial Assistance (OSFA)FFELP ******** Loans were in default,guarantors such as OSFA and Ascendium would not report payments received to the National Student ********* System (NSLDS). OSFA and Ascendium report the date a loan defaults and the date the default is resolved (your OSFA loans were resolved via a Direct Consolidation in November 2022). We have confirmed the information reported to NSLDS is correct. As confirmation of the payments you made during default, a copy of your default payment history was provided to you on September 15, 2023.

Lastly, attached is a copy of OSFAs Administrative Wage Garnishment Unit Repayment Agreement signed November 3,2015, where you agreed to the repayment of your defaulted student loans to OSFA,and that if you did not complete and return the agreement and begin making consecutive, on-time, full monthly payments, you may be subject to the garnishment of your wages. You did make payments between November 2, 2015, and March 9, 2020, as detailed on the payment history emailed to you on September 15, 2023, but since the payments were received during a period of default, they do not meet the eligibility requirements established by ED. We encourage you to visit studentaid.gov or contact MOHELA for verification regarding what loan statuses and payments are eligible to be counted should you continue to dispute our findings.

Sincerely,
Ascendium Ombudsman
Customer response
10/06/2023
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.
All payments made by students borrowers should be required to be reported and disclosed to the Department of Education National Database by loan servicers like Ascendium. TE**** will not fix the decades long problem with the **** program if loan servicers like Ascendium do not disclose all payments made. I made 48 consecutive on time payments on a hardship repayment plan and was kept in a default status by the loan servicer for 4 years. This is wrong and a disservice to public servants that apply for ****.

Regards,

*************************
Initial Complaint
08/29/2023
Complaint Type:
Customer Service Issues
Status:
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.
Ascendium took over my student loan payments while I was in chapter 13 bankruptcy from 2013-18. I paid 537 dollars a month. This money was never documented as being received by them either with Nelnet or department of education. As a student with an upcoming PSLF forgiveness, I am *********** a refund of this money paid.
Business response
09/06/2023
Ascendium ID:28978768

Dear ***************,

Thank you for your inquiry, sent to the Better Business Bureau of *********,regarding the payments made and applied to your Federal Family Education Loan Program (FFELP) Consolidation Loan. Your inquiry was referred to the Ascendium Education *************** (Ascendium)Ombudsman for review and response.

On June 12,2013, you filed a Chapter 13 bankruptcy, and the loan servicer, Navient Solutions, LLC (Navient), promptly suspended the loan from further servicing as required by the automatic stay from the bankruptcy court. Navient filed a bankruptcy claim with Ascendium, and on July 12, 2013, Navient, acting on behalf of Ascendium, filed a Proof of Claim (***) for $206,612.18 with the bankruptcy court to share in payments made through the bankruptcy plan. The *** reflected the balance of the loan as of the date the *** was filed, however, per the terms of your Promissory Note, interest on the loan continued to accrue daily (*****%) during the bankruptcy proceeding.

Attached are two, two-page payments histories that illustrate the account activity while the loan was held by Ascendium. The reason you are seeing two payment histories is because FFELP Consolidation Loans are separated into subsidized and unsubsidized portions to properly account for any applicable interest subsidies. With regards to payment application, payments are applied in the following order as required by federal regulations: a portion of each payment is first applied to outstanding collection costs, if applicable, then to outstanding interest, and the remaining amount to principal.

The bankruptcy court documents show that the case was discharged from the
bankruptcy court on August 10, 2018. Subsequently,Ascendium requested that the loan be repurchased by Navient. The repurchase of the loan was completed on October 4, 2018, and Navient resumed servicing on the loan. For additional information regarding the status of the loan or repayment options available, we encourage you to contact *************** of the ******** Advocate at ************** or ******************** with any questions you may have.

Please understand your FFELP Consolidation Loan isnt eligible for ************** Loan Forgiveness (PSLF). You can become eligible by consolidating your FFELP Consolidation Loan through the Federal Direct Loan (Direct Loan) Program.
Information regarding PSLF, as well as the Direct Loan Consolidation process, can be found at the Federal Student Aid website: Home | Federal Student Aid.

As a borrower under the ****** if you disagree with Ascendiums findings, you have the right to contact the U.S. Department of Education, Federal Student *********************** for further assistance. The easiest way to contact the Ombudsman is to file an on-line assistance request thru ************************************************************************. Other contact options are:

Mail:
FSA Ombudsman Group Mailing Address
*****Department of Education
FSA Ombudsman Group
******************************************, Mail Stop **** **************** 20202-****

FSA Ombudsman Group Contact Information Phone Toll Free: **************
(Best used to initiate a Case)

TDD:************
Fax:************
Email: *************************
Website: **********************************************

Sincerely,
Ascendium Education Ombudsman
Initial Complaint
08/28/2023
Complaint Type:
Product Issues
Status:
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.
not sure why they ask for my SS # once i realized what i did it was to late, then when i put my information in, they stated they have no record of me after i gave them my SS#, plus i received a letter.
Business response
09/05/2023
Ascendium ID: 23769762

Dear ***************,

Thank you for your inquiry, sent to the Better Business Bureau of *********, regarding credit reporting associated with three Federal Family Education Loan Program (FFELP)******** Loans. Your inquiry was referred to the Ascendium Education ********** **** (Ascendium) Ombudsman for review and response.

We would first like to clarify that Ascendium is a national guarantor of student loans; in its role as a guarantor, Ascendium administers Federal Family Education Loan Program (FFELP) loans on behalf of the U.S. Department of Education (ED). Guarantors reimburse private lenders for all eligible outstanding principal and accrued interest in the event a borrower defaults on their repayment obligation.

Ascendium assumed responsibility for your FFELP loans on March 19, 2018, as part of your Chapter 13 bankruptcy case and held them until the bankruptcy was dismissed, at which time the loans were repurchased by Navient on May 2, 2023.

Our office has confirmed Ascendium did not report your loans to the four major Nationwide *************************** (CRAs), which include TransUnion, Experian, Equifax and Innovis during the period March 19, 2018 May 2, 2023.

Regarding the recent outreach and contact youve had with Ascendium, we would also like to clarify that Navient, your student loan servicer, must request default-aversion assistance from Ascendium as the the guarantor between the 60th day and 120th day of a borrowers delinquency. It is this type of assistance that Navient requested of Ascendium on August 18, 2023, which resulted in calls and correspondence from Ascendium.

Furthermore,student loan servicers, such as Navient, report a loan as delinquent if it is more than 90 days past due. If Navient is reporting loan information to the CRAs, only Navient can adjust their reported data. For additional information, we encourage you to contact *************** of the ******** Advocate at ************** or ******************** with any questions you may have.

Kind regards,

Ascendium Education Ombudsman
Initial Complaint
12/23/2022
Complaint Type:
Billing Issues
Status:
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.
I received a notice that I have a collection from ASCENDIUM EDUCATION on my credit report. It says it was opened on Jun. 10, 2019 for $0 with account number starting in XXXX that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA.I would like for this collection to be removed asap or I will file a CFPB and FTC report.
Business response
01/06/2023
Ascendium ID: ********

Dear ****************,

Thank you for your inquiry regarding the credit reporting associated with one Federal Family Education Loan Program (FFELP) ******** Loan that was guaranteed by United Student ********** **** **** Funds) on September 28, 2007. Ascendium Education ********** **** (Ascendium) became the guarantor of your loans after assuming USA Funds loan portfolio in 2018.

We understand you are requesting that Ascendiums tradelines be removed from your credit history because you believe it was reported in error.

Ascendium,USA Funds at the time, assumed ownership and responsibility over your ******** Loan on June 10, 2019, after paying a default claim to Navient Solutions LLC (Navient), your loan servicer. The claim payment was the result of the loan being more than ******************************************************************************************** forbearance to prevent the loans from defaulting.

After assuming the loan,Ascendium, as required, began to provide updates on the default status of the loans to the Nationwide *************************** (CRAs), which include TransUnion, Experian, Equifax and Innovis. Credit reporting is governed by the Higher Education Act of ****, as amended, applicable ** regulations, and by the Fair Credit Reporting Act.

As a courtesy, since your account was paid in full on Mach 25,2020, and due to the length of time that has elapsed since Ascendium first reported the default status of your loans, we have requested the removal of our tradelines from your credit history. Our decision in no way means the default of your account was invalid. Hopefully the CRAs will promptly process our request and display the changes to your credit files. Each individual agency determines when the adjusted data will display on your credit files.

We thank you for providing us an opportunity to assist you and ask that you contact us directly by calling ************ should you require additional assistance.

Sincerely,

*****************************
Ascendium Ombudsman
Initial Complaint
10/09/2022
Complaint Type:
Billing Issues
Status:
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.
AES is who my student loans are with and Ascendium is the guarantor of my loans. I received a letter stating that I was behind and that someone from Ascendium would call me and help me get a payment arrangement setup to help me catch up. I waited and answered every call that came. Not once did they attempt to reach out to me. Then I receive an alert that I have a delinquent **** on my credit report after making 600 dollars in payments in less than 3 weeks
Business response
10/18/2022
Ascendium Account ID: ********

Dear ***********,

Your inquiry to the Better Business Bureau of *********, regarding credit reporting on your Federal Family Education Loan Program (*****) Consolidation Loan currently being serviced by ******** Education Services (AES) and guaranteed by Ascendium Education ************** (Ascendium) was directed to our office for review and response.

Your concern, as we understand, is that you would like data reported to the ************************************ (CRAs) by AES removed from your credit history because you received a letter from AES advising Ascendium would be calling you to help establish a payment arrangement. You have indicated that Ascendium did not attempt to reach you because you were waiting for our call and answered the phone each time you received a call.

AES, as your current loan holder and CRA data furnisher, reports information concerning the collection of your loan, such as, the high credit amount, date of last payment,current balance (which includes interest accrual) and the date the debt is satisfied to the national CRAs. As your data furnisher, only AES can adjust their reported data. Therefore, your concern needs to be addressed by AES.

By way of some background. Student loan holders, such as AES, are required to contact, by mail and telephone,borrowers when an account becomes delinquent. Additionally, to reduce the number of defaults on federally insured student loans, the federal regulations governing the ***** require loan holders to request additional assistance from the guarantor of the loan once an account becomes more than 60 days delinquent. With that said, after receiving AESs request for assistance, Ascendium attempted to contact you on 9/29 at 3:55 and 3:58 pm, on 9/30 at 3:36 and 3:39 pm, and on 10/5 at 9:42 and 9:46 am. The numbers called were ************ and ************; the two numbers listed on your account. Each time Ascendium attempted to reach you, we received an answering machine.

In addition to Ascending aiding AES, AES themselves would have continued their attempts to reach you regarding your account to resolve the outstanding delinquency,which AES confirmed to Ascendium, after our 9/30/22 phone attempts were made, that your loan was no longer delinquent - ending Ascendiums assistance.

Since you loan with AES is current, and only AES can adjust the data they provide to the CRAs, we again encourage you work directly with AES to resolve your concern. You can reach AES by phone at ************ or by email to ***************************.

Sincerely,
*****************************
Associate Ombudsman
Initial Complaint
09/17/2022
Complaint Type:
Service or Repair Issues
Status:
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.
This company continues to contact me when they have been asked to cease and desist all contact with. I do not have any business dealings with them and yet they continue to contact me.
Business response
09/22/2022
Complaint ID:        18039072
Ascendium ID:      28989859

Dear **************,

Thank you for the inquiry you filed with the Better Business Bureau of *********. As we understand, you believe youve been contacted by Ascendium Education ********** **** (Ascendium) regarding your student loans.

Our records reflect that two ******* Family Education Loan Program (FFELP) ******** Loans, originally guaranteed by the ************ Student *************** where paid in full effective April 29, 2013. Ascendium assumed the guarantor role for the Iowa Student ************** loans in 2012. Confirmation that these two loans are in a paid in full status can be viewed by accessing the National Student ********* System (NSLDS) via National Student ********* System for Students (ed.gov). NSLDS is a database maintained by the U.S.Department of Education ***** which tracks all Title IV student loans for each borrower in the program.

Further,NSLDS indicates that you have Direct Loans, which are currently being serviced by Great Lakes Educational ************** **** (Great Lakes), now an affiliate of Nelnet Diversified ********** LLC.

As a borrower under the ****** if you disagree with Ascendiums findings, you have the right to contact *** ******* Student *********************** for further assistance.? The easiest way to contact the Ombudsman is to file an on-line assistance request thru https://studentaid.gov/feedback-ombudsman/disputes/prepare. Other contact options are:

Mail:
FSA Ombudsman Group ********************************** of Education
FSA Ombudsman Group
830 *******************, Mail Stop **** **************** 20202-****

FSA Ombudsman Group Contact Information Phone Toll Free: ************** (Best used to initiate a Case)
TDD:************
Fax:************
Email: *************************
Website: http://StudentAid.gov/ombudsman

Sincerely,

Ascendium Education Ombudsman
Customer response
09/22/2022
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.

[Please type your response here.]
I do not have any loans with any institution in **** so your records are incorrect. I do not have any business with this company and do not wish to be contacted any further for any reason.

Regards,

*******************
Business response
09/28/2022

Complaint ID:        18039072
Ascendium ID:      28989859

Dear **************,

We have received and reviewed your most recent inquiry made through the Better Business Bureau of *********. While we sympathize with your position, our review of your account remains as provided in our earlier response.

Attached please find screen shots, taken from the National Student ********* System, of the guarantor history of each of the two loans previously mentioned.

Sincerely,

Ascendium Education Ombudsman
Customer response
09/28/2022
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.

[This company has yet been able to explain exactly what they do and the reason for them contacting me. Do not contact me for any reason, I do not have any business with you. No matter what information shows on the ****** you have not explained why you are contacting me. You have no business with me.]

Regards,

*******************

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