PROCEDURE
1. Always review the client’s specific instructions located in schools notes, e-mail, or any other related documents before investigating the complaint. As a third party servicer client specific instructions always control.
2. Late, Phone & Letter Fee(s) Disputes: Unless client specific instructions dictate otherwise,
2.1. If a student or borrower’s account does not show a history of late payments or they have contacted us within (3) months of their first billing statement, customer advocates may remove or adjust late, phone, and letter fee(s) that are disputed.
2.2. Any fee that was the direct cause of another fee the student or borrower has already satisfied (referred to as “Chasing Fees”) are to be removed or adjusted off an account when identified.
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Returned Payment fee(s) Disputes (NSF): NSF fee(s) may be removed by any customer advocate if the student or borrower’s payment history shows they haven’t had a payment rejected in the previous (12) months or the reason the payment was returned to us was “unable to locate account”.
3.1. If the student or borrower has had an NSF fee removed in the past (12) months and they state, the current NSF fee was caused by a system or employee error submit a “Cust-Serv Account Research” ticket. The issue will be investigated by a member of the escalation team.
3.1.1. After the ticket is investigated it will be returned to the customer advocate. The customer advocate is required to notify the student or borrower within (2) business days of the resolution.
4. Interest accrual disputes: Interest may be removed from an account if the student or borrower can prove they attempted to satisfy the entire amount of the debt before interest would accrue. i.e. a payment was sent and applied differently than the student or borrower intended or the student or borrower attempted to setup a direct payment online and did not indicate they wanted the payment drawn while in periods of grace or
1. Always review the client’s specific instructions located in schools notes, e-mail, or any other related documents before investigating the complaint. As a third party servicer client specific instructions always control.
2. Late, Phone & Letter Fee(s) Disputes: Unless client specific instructions dictate otherwise,
2.1. If a student or borrower’s account does not show a history of late payments or they have contacted us within (3) months of their first billing statement, customer advocates may remove or adjust late, phone, and letter fee(s) that are disputed.
2.2. Any fee that was the direct cause of another fee the student or borrower has already satisfied (referred to as “Chasing Fees”) are to be removed or adjusted off an account when identified.
3. …show more content…
Returned Payment fee(s) Disputes (NSF): NSF fee(s) may be removed by any customer advocate if the student or borrower’s payment history shows they haven’t had a payment rejected in the previous (12) months or the reason the payment was returned to us was “unable to locate account”.
3.1. If the student or borrower has had an NSF fee removed in the past (12) months and they state, the current NSF fee was caused by a system or employee error submit a “Cust-Serv Account Research” ticket. The issue will be investigated by a member of the escalation team.
3.1.1. After the ticket is investigated it will be returned to the customer advocate. The customer advocate is required to notify the student or borrower within (2) business days of the resolution.
4. Interest accrual disputes: Interest may be removed from an account if the student or borrower can prove they attempted to satisfy the entire amount of the debt before interest would accrue. i.e. a payment was sent and applied differently than the student or borrower intended or the student or borrower attempted to setup a direct payment online and did not indicate they wanted the payment drawn while in periods of grace or