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Initial Complaint
02/05/2025
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I attend *******************, which uses ECSI as a third-party vendor to issue 1098-T/E tax statements. Tax statements are to be delivered prior to January 31st. I enrolled in ECSI's account program to obtain my tax statement; however, there is no tax statement available. I have attempted to call and stay on hold with customer service four different times, but each time I am on hold, I get hung up on. They have an option for them to call you back because their wait times are over 1 hour long, which I have requested twice but have not received a call back. I have attempted to use their chat system, but each time I chat with an agent, they end the chat unprompted, even though I am responding in a timely manner (within seconds, I responded). I have tried to call the University, but they say it's not their problem. I am literally stuck and need the tax document to complete my taxes.
Business response
02/14/2025
February 14, 2025

***********

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

To Whom This May Concern:
ECSI is the third-party 1098-T servicer for ********************
We have reviewed Mr. ******* complaint regarding his 1098-T form. At the time of his complaint, ECSI had not yet received the data file from ******************* containing Mr. ******* 1098-******. Since that time, an additional data file containing Mr. ******* 1098-****** was sent by ****************************************************************. His 1098-T form is now available online for him to access.
If Mr. ****** would like to talk with us or has any other questions, he is welcome to contact our *************************** at ************ or visit ***************************************************** and select Chat with ECSI.

Sincerely,
ECSI

Customer response
02/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******
Initial Complaint
01/21/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
So I've had automatic payments sent up since 2018 since I graduated college. I recently found out that they were turned off apparently on August 31st 2024 (which i didn't do) but they said someone did. They said I received an email confirmation about doing so (i searched all the inboxes and no emails are to be found, last one is from June of 2024). I searched for the other emails that they said were sent but couldn't find them either. And now to find out it was sent to collections but shouldn't have never been sent to it since I never turned it off. I've asked for proof of these emails or if they can resend them and was told they don't have access to it. I've asked for log in record logs and was told we don't keep track of that (Which isn't true because they tell on on the top right of the page when you last logged in). I am more than happy and willing to pay the outstanding balance to catch up and have the account be put back into good standing and to have a goodwill adjustment from ECSI. I would just like to have this matter resolved and not have my credit score tanked because of this.
Business response
01/28/2025
January 28,2025

********

*********************************
Daytime Phone: ************
E-mail: ******************************

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of *************************

We have reviewed ****** Nordhausens account and have determined that recurring ACH payments on the account were removed due to multiple returned payments. Letters were sent to ********************************* on 6/7/24 and 6/21/24 to notify them of the delinquency. Attempts to reach ********************************* on 7/25/24 and 8/30/24 were unsuccessful and a voice message was left. Additionally, emails were sent to ********************************* on 11/5/2024 and 12/7/2024.

As a courtesy to ********************************************************* reached out to ************************ on their behalf. The university agreed to pull the account from collections, providing ********************************* the opportunity to bring the account current. Any negative credit reporting has been removed. Please note that it can take up to sixty days for the updated credit reporting to be reflected.

If ********************************* would like to talk with us or has any other questions, they are welcome to contact our *************************** at ************ or visit ***************************************************** and select Chat with ECSI.

Sincerely,
ECSI
Customer response
02/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,
****** **********
Initial Complaint
11/17/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I consolidated my student loan to **********. When ECSI transferred the loan I had a credit of $768. 72. ECSI has not sent me the credit. They claim to have sent Aidvantage the credit however they refuse to provide proof. Aidvantage has never received the credit. I have called several times and have been hung up on. I reached out to *************************** who has tried to intervene on my behalf with no resolution.
Business response
11/27/2024
November 27,2024

ID: ********
***** ******
************
*****************************

To Whom This May Concern:
ECSI is the third-party billing servicer for student loans on behalf of ****************************
We have reviewed Ms. ******* complaint. Our records indicate that a payment was sent to Aidvantage for the overage on August 8th, 2024 to bring Ms. ******* account to a zero balance in our servicing system. We have contacted Aidvantage to request confirmation that the payment was received and has been applied to Ms. ******* account.
At this time, ECSI is awaiting a response from **************************** would like to talk with us or has any other questions, she is welcome to contact our *************************** at ************ or visit ***************************************************** and select Chat with ECSI.

Sincerely,
ECSI

Customer response
12/01/2024
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.

The attachments show that Aidvantage disbursed $60,399.74 on 7/26/24 to ECSI and ECSI applied it 8/2/24 which then showed a $768.72 credit on my account. 5 Days later on 8/7/24 they show an amount of $59,631.02. ECSI states they sent the credit of $768.72 to Aidvantage which Aidvantage says they never received. The amount that was applied to Aidvantage and then resold to Mohela was $60,399.74. ECSI states in their reply that I can reach out to their customer service line for help which I have done several times only to be hung up on, told supervisors are not available and that my claim is resolved and they will not look further into it. ********************************* has also reached out on my behalf several times with no resolution. I have asked for proof numerous times from ECSI that they sent the credit to Aidvanatge with no proof being provided. On several occasions ECSI customer service told me different stories. First the credit was sent directly to me and just to wait. When it never arrived I was told it was sent to **************** and to call them. I called **************** and ***** State said they never received it. I was then told it was sent to ********** and I had to wait 8 weeks for which I did and nothing. Their reply does not resolve my issue of the missing $768.72.

Regards,

***** ******
Business response
01/07/2025
January 7, 2025

ID: ********

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

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of ****************************

ECSI contacted Aidvantage in November 2024 in an effort to resolve Ms. ******* original BBB complaint. Aidvantage did not respond to our inquiry at the time, so upon receipt of this follow-up complaint from Ms. ******* ECSI contacted Aidvantage again to request a response to our original inquiry. Aidvantage responded by stating that Ms. ****** is on their disbursement list and that she should receive the refund on January 10, 2025.

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 ECSI.
Customer response
01/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******
Initial Complaint
11/15/2024
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.
E.C.S.I Heartland are the worst company to deal with when it comes to student loans. I went to school with *********************** that misled me into believing that I CAN transfer with my courses to other schools and further my career in the medical field. I graduated *********************** in 2011 with my Associates degree in Medical Assisting. It is 2024 and I am still waiting to be accepted for a job. Nevertheless, E.C.S.I Heartland told me today that my balance of $36,087.26 for an Associate's degree that I can't even use, is in Pre-Acceleration. I thought all my loans were in Forbearance. I was told by the Live Agent that only 2 of my 4 loans are in Forbearance. The 2 that aren't are in Pre-Acceleration. I asked to be placed in Forbearance as the previous agent said that I would be and I was told that I have "exhausted" my chances to put these loans in Forbearance. What? Is this a joke? This is unacceptable.
Business response
11/22/2024
November 21,2024

***********

******* ******
****************
Apt 3804
Warner Robins, GA 31088
************
*******************************

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of ************************

We have reviewed Ms. ******* complaint and have determined that she has already utilized the full extent of her loan forbearance eligibility. We are unable to accommodate her current request for additional forbearance on her loans.

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 ECSI.

Sincerely,
ECSI
Initial Complaint
11/04/2024
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.
07/21/24, I called to clarify the account number/what I owed, and they stated there was no account with my name/university. After many calls on 07/23/24 (9 total calls), a check was mailed with all the account info. they requested with the full amount owed at that time $6,056. They received this on 07/29/24. Its shows on my account under ********************** history. I received another bill in the mail showing that I had not made any payments/ I owed even more than before because of the added interest. I called many times on 08/20/24 to see what the issue was. They sent back the check stating it was the wrong account number they gave me. The mail bill account number did not match what was on the account. They ensured me that they corrected this and to use the number on the account online when sending in the payment. Another check was sent in with the information they told me to use with it for the full amount owed at the time $6087 (they would not knock off the interest even though they admitted the account number issue was on their end). They received this on 09/04/24. It is stated in my account online that they received this. However, again they did not process this and list it as a payment on my account, and I received another bill stating no payments have been made. I did not want to make any additional payment when they have not stated to me why the previous check was not processed. On today 11/04/24, I called twice to see what was wrong with the account and check sent in. Again, they had trouble finding me with the account number that was on my online account through their website. About 20 minutes into the phone call, I was put on another hold to see about the check and I was hung up on. After I told them many times, we did exactly what they told us to do when submitting the check. I did not do online payment because it was hundreds of dollars of fees when paying the amount. I have reached the point where I am unsure what they have done with the money sent to them.
Business response
11/19/2024
November 18,2024

ID: ********
********* ***************
*****************************************************************************
************
*******************************

To Whom This May Concern:
ECSI is the third-party billing servicer for student loans on behalf of ************************************************ (****).
Our review of Ms. **************** account determined that on July 1, 2024, Ms. **************** July bill, which was sent on June 10th, was returned to ECSI as undeliverable and her account was marked as having a bad address. On July 6, 2024, an email was sent to ********************************* notifying her that her account was five days past due. On July 21st, Ms. *************** logged into the ECSI website and acknowledged her correct address. The payments that Ms. *************** attempted on 7/29/2024 and 9/4/2024 were returned by the banking institution with the reason of Unable to Locate Account, meaning that the bank could not find any account with that account number in its records and the *********************** could not be processed. Letters were sent to Ms. *************** on 8/2/2024 and 9/9/2024 informing her that the payments could not be processed.
Subsequently, Ms. *************** made a $5,000-dollar payment through our website bringing her account current. At this time, her payoff balance is $1,153.79 with monthly interest accruing on the 10th of each month.
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 ECSI.

Sincerely,
ECSI
Initial Complaint
10/18/2024
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 have a student loan that ECSI will not change it is reporting inaccurate information with different account numbers stating I owe ***** and late 180 days . I have provided documentation stating otherwise ************************** loan is inaccurate Please have equifax and Experian delete this item off my credit report due to inaccuracys ********** has followed suit
Business response
11/08/2024
ECSI has reached out the the University to validate the claims made herein. We are still awaiting verification from the University and ECSI can not make these requested changes without their approval.
Initial Complaint
10/16/2024
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.
Hello. Countless past communications, I contacted E.C.S.I. students servicer for ************************* requesting an economic hardship deferment. Very recently, my financial situation has gotten worse. With rent, utility bills, car payments, auto and home insurance, gas and groceries, my financial situation meets a crunch mid month scraping to get by. The last few months or so, when able, I scheduled automatic bank draft payments which has now knock down what little I could makes ends meet as a bridge to the next month. Additionally, *** had no savings in a long time. On the E.C.S.I. website there were no forms to be found for the ********* loan from the *************************. I was no doubt given this loan after earlier situations, also being the family member of the ************************** first Black student. I was denied many opportunities while a student there, except being given this private student loan when I fully qualified for all Federal student financial aid and a local in state grant. Ive attached over a dozen pictures from the E.C.S.I. website. Help is needed, even if a financial plan of significantly smaller amounts could be paid monthly. Preferably at least a 6 month to a year deferment with paused interest or affordable payments to keep the interest down. Help needed badly.
Customer response
10/16/2024
Hello. Clarification on what the company, E.C.S.I. student loan serviced did wrong is as I already stated, and showed in photos of their website, there are no financial hardship, deferment, forbearance or any needed forms pertaining to the ********* student loan, and no one could tell me anything or what to do calling. They couldnt even let me know if I could put my payments directly towards the principal instead of the interest. Most of my past emails were never answered also. So, yes, there are many things wrong.
Business response
11/01/2024
October 30, 2024

ID: ********

****** *******
*******************
Marks, MS *********************************************************************** Whom This May Concern:
ECSI is the third-party billing servicer for student loans on behalf of the **************************

ECSI welcomes Mr. ******* to set up a user profile on our account portal which can be found at *****************************************************. Once a user profile is created, Mr. ******* will need to link his ************************* account using his ********************** account key number. The ECSI account key can be located in the upper right hand area of all printed and mailed communications from ECSI. The ECSI account key is a ************ alphanumeric number (including a hyphen). For email communications, the ECSI account key can be located in the lower left hand corner of the communication. Users can also search for their ECSI account key through their online user profile using their first name, last name, Social Security Number and zip code.

Mr. ******* may access the form and instructions on how to submit his request for an economic hardship deferment by following this link: General Forbearance Application. This form is typically used for Federal ******* loans, but it can also be used for Mr. ******** ********* *********************** would like to talk with us or has any other questions, he is welcome to contact our *************************** at ************ or visit ***************************************************** and select Chat with ECSI.

Sincerely,
ECSI
Initial Complaint
09/25/2024
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 was denied by Financial Aid administrator through Heartland ECSI to put my ill issued malicious as I later discover private ********* student loan payments on the principal and not interest. My request was denied. I prefer the loan be cleared, or at least all the interest thats accumulated for ECSI refusal to pay on the principal. Past email sent to Heartland ECSI and Ole Miss."Never give up, for that is just the place and time that the tide will turn."******* Beecher ***** "It's a lot easier to change a law than to change a human heart."President ****** W. **** "A successful man is one who can lay a firm foundation with the bricks others have thrown at him."***** ********, ******** Journalist (****-2003)TO: The ************************* Chancellor (Ole Miss) ******* S. ******, Trustees the *** Mississippi, Advocates, Inspectors, Congressional/Senate Leaders, Journalists and All My Fellow Americans: Hello. Good morning to Everyone. Please read all of this, awareness is so important. Subtle racism, given a private loan out of sight, when I qualified for more, disgraceful. Ole Miss continues to put up a fake front on racial fairness, no equality of course. I'd first like to say to Chancellor ******* S. ******, of ********** (where's the ethical fairness?), I have had so many sleepless nights, gray hairs and unjust worries and dread, not to mention all else. I am again writing you asking you and the *** of Mississippi and *********************** whose at fault to DISMISS and CANCEL the ********* Loan of which I was treated with scorn, disgust and disdain and now I am still being tormented and harassed with by ***********************. CANCEL THE ENTIRE ILL RECEIVED LISN GIVEN BY OLE MISS BY AN ADMIN WHO HING IP ON ME AND AT LEADT CLEAR THE INTETEDT OF PLACE MY PAYMRNTD ON YHR
Business response
10/10/2024
ECSI has responded to several complaints from Mr. Rayford on this topic of his McKinstry loan that was provided while he attended the University of Mississippi.
Mr. Rayford's complaint is outside the services ECSI offers. ECSI is not involved in the type of loan a student receives. These decisions are made by the school.
The type of entitlements associated with a loan are determined when the loan is created and would be documented fully within the promissory note signed when the funds are provided.
Customer response
10/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22336275, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This matter is still unresolved for all the reasons already stated in this same complaint.

Regards,

Gordie Rayford
Initial Complaint
08/22/2024
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.
ECSI is saying i opted for electronic billing but i never opted in. ECSI Stopped sending paper bill. So they can charge late fees. I asked for my paper bill for August they refused to send me one. I went online to pay because they refused to send me bill in mail and noticed they charge 3 % + 1.25 for paying online which leads me to believe ECSI is forcing people who are already struggling to pay online so they can collect extra fees.
Business response
09/11/2024

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of the University of Arizona.

We have reviewed Mr. ******’ account and determined that during a call on November 21, 2023 the account was requested to be switched to electronic billing notifications. We have, as of this letter’s date, removed the account from electronic billing notifications and will resume paper billing. The next billing statement will be generated September 25, 2024, for the October 15, 2024 installment.

If Mr. ****** would like to talk with us or has any other questions, he is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.

Sincerely,
ECSI
Customer response
09/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear.
i have not received a paper bill.

Regards,

******* ******
Initial Complaint
07/24/2024
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.
On January 18, 2024 I authorized Heartland ECSI to draft my bank account for $2104 for five months of unpaid payments. At no point did Heartland ever call or email me to let me know that my account was past due. On that day, I set up a one time ACH payment to bring my account current. I noticed on July 24, 2024 that every month since February Heartland ECSI has drafted a monthly payment of $2,104 even though I have email proof saying that I canceled the recurring payment on January 18, 2024. When I called Heartland ECSI they were extremely unhelpful and and gaslighted me by saying that I authorized them to withdraw five times my monthly payment for seven months. I have reported them to student aid.gov and have submitted a claim for fraud to my bank.
Business response
08/15/2024

To Whom This May Concern:

ECSI is the third-party billing servicer for student loans on behalf of University of Detroit Mercy.

We have reviewed Ms. ******’s account. On January 18, 2024 a one-time payment was set up by Ms. ****** through our account portal at 2:10PM EST which was subsequently cancelled. On January 18, 2024 at 2:20PM, a recurring payment was set up by Ms. ****** in the same amount to draw each month on the 20th.

Users paying through our account portal have several options when making a payment online. Some of these payment methods may result in a processing fee being added to a payment amount thereby increasing your total payment.
If one of the following options is used, a processing fee will be added to the payment amount:
One-time credit or debit card payment
One-time direct debit (checking or savings account) payment
Recurring credit or debit card payment
There are also several fee-free payment options:
Recurring direct debit (checking or savings account) payment
Mailing a check or money order
Using a banking institution or third-party billing service. Please note that a bank or a third-party billing service may charge a fee to submit the payment on the payor’s behalf
This information is displayed to all users prior to advancing to the payment options on our website. Actual processing fees are displayed after the payment type and amount is entered. The user does have the ability to review this information before submitting the payment.

Each month after the recurring payment was set up, Ms. ****** was sent a reminder email letting her know about the pending draw and the amount:
---------------------------------------------
Subject: Reminder That Your Scheduled Recurring Payment Will Be Processed by Heartland ECSI

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

This is a reminder that you have an upcoming payment scheduled on XX/XX/XXXX in the amount of $XXXX.XX plus any applicable fees payable to UNIVERSITY OF DETROIT MERCY. Please be aware that if your scheduled payment date falls on a weekend or holiday, it will be processed on the next business day with no penalty.

To view the details of your scheduled payment, log into your account at https://******************. Click on the View Account button and click on the Next Scheduled Payment Notification Bar at the top of the page.

Should you need to cancel or modify your recurring payments for any reason, you must submit your cancellation request 24 hours prior to your next scheduled payment date. You can cancel or modify your recurring payments by logging into your account.

If you have any questions regarding this payment or your account, please contact our Customer Service Team via Live Chat or toll-free at ###-###-####, Monday-Friday, 7:30AM – 8:00PM Eastern Time.

Thank you.

Heartland ECSI Customer Service
---------------------------------------------
Ms. ****** contacted ECSI’s office on March 25, 2024 to discuss her account’s status, payments made to bring the account current, and credit reporting. On July 24, 2025, Ms. ****** contacted ECSI’s office again after canceling the recurring payments online. At that time, she questioned the payments she had been making since January 2024. It was then indicated that there is no evidence suggesting that there was an error in processing the requested payments and that she was alerted each month of the pending transaction prior to each being drawn as shown above.

If Ms. ****** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit https://****************** and select ‘Chat with ECSI’.

Sincerely,
ECSI
Customer response
08/15/2024
Better Business Bureau:

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

Regards,

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

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