Updated Jan. 5, 4:00 PM ET: The Department’s new Direct Loan Servicing website can be accessed 24 hours a day at www.myedaccount.com.
To help borrowers who are experiencing technical issues when accessing the new website, the Direct Loan Servicing Center has set up a technical assistance call center. The technical assistance call center will handle inquiries relating to new web account set ups, password resets, and other general questions about getting logged into Manage My Account (MMA) feature of the website. This special technical assistance call center, 1-888-809-2452, is operational between the hours of 8:00am and 8:30pm ET, Monday through Friday.
Borrowers with any other questions about their Direct Loan account should call the Direct Loan Servicing Center’s main line at 1-800-848-0979. The Direct Loan Servicing Center is operational between the hours of 8:00am and 8:30pm ET, Monday through Friday.
We apologize for any inconvenience and appreciate borrowers’ patience during the Direct Loan Servicing Center’s transition. Please be assured that no borrower impacted by access issues experienced during the transition will be penalized for late payments or lose any benefits to which they are entitled.
Frequently Asked Questions:
1. I’m having trouble accessing the website and call center. What’s going on?
The Direct Loan Servicing Center is in the process of transitioning to a new website, www.myedaccount.com. As a result of the transition, some student loan borrowers were having trouble accessing the site or experiencing extended wait times. We are aware of these issues and are working to address them. We will keep you updated as more information becomes available and apologize for any inconvenience this may cause.
2. What if I need to make a payment?
Borrowers may choose to mail in their payment or wait until the website is functional to make an online payment. We understand that this issue has been an inconvenience for our borrowers. We will ensure that no borrower loses any benefit to which they are entitled as a result of this issue.
Borrowers who choose to mail their payments can send a check or money order (including their account number) to the following address: United States Department of Education PO Box 530260 Atlanta, GA 30353-0260
3. Will my payment be considered late?
We will ensure that no borrower is penalized or loses any benefit to which they are entitled as a result of this issue.
4. Will I lose any benefits as a result of this issue?
We will ensure that no borrower is penalized or loses any benefit to which they are entitled as a result of this issue.
5. If I make payments through electronic debit, will my payment be impacted?
Borrowers enrolled in electronic debit do not need to take any action. However, borrowers with an October 7, 2011 debit date may have noticed a slight delay in the drafting of the payment from their bank accounts. Despite the drafting delay, the effective date of each borrower’s payment will be October 7, 2011.
6. Should I send my payment in via mail?
Borrowers who choose to mail their payments can send a check or money order (including their account number) to the following address: United States Department of Education PO Box 530260 Atlanta, GA 30353-0260
7. Is the new website, www.myedaccount.com, compatible with all browsers?
The website is compatible with Internet Explorer 7.0 (and higher), Firefox 3.0 (and higher), Chrome and Safari.
8. If I had an account on the old Direct Loan Servicing Center website, will it transfer over to the new site or do I need to create a new account?
You must register for a new account at the new Direct Loan Servicing center website, www.myedaccount.com to access your account information. You will no longer use your Federal Student Aid PIN to access information about your loans.
9. I don’t think I’m receiving e-mails from the new Direct Loan Servicing Center. What should I do?
The first thing to do is update your e-mail address book. You may want to add the two e‑mail addresses the Direct Loan Servicing Center will use to communicate electronically with you. The two addresses are dlsc@myedaccount.com and onlinenotice@directloanservicingcenter.org. Doing this will prevent the servicer’s e-mails from being blocked and ending up in a quarantine, spam, junk, or trash folder.
If after adding both addresses to your e-mail address book you are still not receiving e-mails, contact the Direct Loan Servicing Center for assistance.
10. My account is showing past due, but I am enrolled in electronic debit. Do I need to send in a payment?
If you are repaying your loan using electronic debit (the Kwikpay option), the Direct Loan Servicing Center will now debit your bank account on the first business day following your due date. The Direct Loan Servicing Center will apply the payment to your Direct Loan account with an effective date that is the same as your payment due date. If you access your account via the website or on our automated voice response system before both the bank account debit and the Direct Loan account payment application occur, your account may appear to be past due. However, your status will be updated to current as soon as the payment application occurs and will not reflect negatively on your account. It is not necessary to re-submit or mail another payment.
11. I received a billing statement from the Direct Loan Servicing Center, but I have electronic debit set up. Do I need to send in a payment?
No, if you are enrolled in electronic debit, you do not need to send a payment. Your electronic payment will be applied as scheduled.
12. My payment history is no longer available online. How can I get a copy of my payment history?
Payment history before October 1, 2011, is not available on www.myedaccount.com. However, you may request that a copy of your payment history be sent to you via U.S. mail. In order to request your payment history, please contact the Direct Loan Servicing Center at 1-800-848-0979 or send an email using the ‘contact us’ link found on the homepage of the website.
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Seriously? Why did you take an (admittedly antiquated) system that actually worked and replace it with something utterly useless? The new website claims that I owe 2 payments. (In reality, I’m actually ahead 1 payment…) How does that calculus work? I’m not about to try making an online payment after reading some of the other comments below. Looks like I’ll be mailing checks from now on.
Read the following link, specifically the section titled “New Borrower Web Site and Transition Information”
http://www.ifap.ed.gov/eannouncements/061011DLSSTransitiontoNewSystemandWebSites.html
Before the website I changeover I had contacted servicing regarding late payment fees and received a response stating they do NOT charge late fees (ever) and will only report your payment to the credit bureas when it is either 60 or 90 days past due (can’t remember which it is). Of course this information is not posted ANYWHERE. I have Googled and Googled, but cannot find their late fee & delinquency reporting in writing, so YMMV.
I heard that Nelnet sold their loan servicing system to ACS and so it appears ACS may actually be the ones servicing these loans. If that is true, I used to work for Nelnet and I know that their servicing system has the ability to retroactively apply the payment on the day it was made and your interest, history, etc. should be automatically updated accordingly.
None the less, the continued lack of information is ridiculous!
Hopefully this new website performance will quickly improve. One feature the old website has was when applying for a temporary hardship deferment you could tell right away if you were approved, as your payment due date would automatically update; this new website does not seem to have the “auto-approve” feature.
Wow it works today. I got money withdrawn twice. I shouldn’t be so proactive on my payments.
Anyways, I paid my whole loan off this morning. MyEdAccount rocks. And like Tony the Tiger, I’M GREAT!!!
Good luck collecting.
The Department of Education manager responsible for this contractor needs to be fired! For several days now I have been trying to learn how much interest has accrued on my deferred loan. The online system is unresponsive and the phone center number responds with a message advising that my call cannot be connected and that I should call again later. I am outraged at the apparent inability of your contractor to quickly resolve the technology issues. You should be outraged as well. Frankly, I’m afraid to send a check because I can’t trust your contractor to properly post the payment. While I’m at it, please allow me to criticise your department for enthusiastically encouraging students to consolidate debt that we now struggle to manage. I finished school many years ago and still have student loan debt that is not scheduled to be paid off until I’m 70 years old. You should be ashamed. No wonder the 99% are protesting in the streets.
I was able to log-in yesterday night and the day before as well.
If you have automatic payment set-up, you will be debited. Mine is set up for the 7th of each month and it was taken out of my checking on 10/12, so don’t double pay and just wait if you have the automatic payment.
I also had a past due for October even though it was debited, when I checked late last night my account was no longer past due and in good standing.
Good to hear. My account has been listed as past due even though the payment hit my checking on 10/12 as well. Ill just keep waiting until they get this mess straightened out.
“It has come to our attention…” — hear that all? The major PR, website, and finance FAIL has come to their attention. Good thing they are keeping a close eye on this. I’m sure they have a crack team of people not answering phones on this to make sure all our late payments are corrected.
And more press coverage: http://www.wdio.com/article/stories/S2327980.shtml?cat=10349
This has been an utter debacle for me as well. When I eventually was able to get through to register they showed my account as past due. Which is funny as my BoA statement lists a withdrawal and confirmation number from the old direct loan site (which worked perfectly fine). After waiting 30-45 minutes I was able to speak to a representitive who said he would need to forward it to the banking team and they would need 7-10 business days to find my payment. In the meanwhile I set up a scheduled payment for this month and got an e-mail confirmation that money would be withdrawn from my account. Not only have I not seen money come out as it said it would, when I was able to log in this morning (6AM EST) I saw no scheduled or pending payments.
Would someone from the Department of Education PLEASE give us some guidance on how this will be handled. Will some federal representative give more information!
FYI – Consumerist picked up on this mess: http://consumerist.com/2011/10/dept-of-educations-new-site-giving-headaches-to-folks-with-student-loans.html
I am one of those people who was able to logon on website on October 11 and schedule a payment. It took lots of attempts to get it done.
Overall , design of website is not so bad and the best option there is that it allows people allocate how money getting paid. Exp you would want to pay 6.4% faster then 2.5% loan when you have 5-6 loans .
I expected this type of mess happening and took snapshots of loan information so i could double check it once new website is up and running.
There was one email send but there was not enough information. You had to go to their website directly and dig up pdf files with additional information.
Whoever tested and signed off on this website to go live should be fired on the spot.
They clearly didn’t test performance of thousands people hitting website at the same time. Now it’s even worse.. people can’t logon.. its creates even more load on the servers because the same people trying again and again access website .
In case my comment is moderated due to the external link, I wanted to let everyone know that there are some serious security flaws with this new website. While browsing the new site yesterday, I noticed that on each new page I opened, a new borrower’s information was being shown to me. I was able to refresh over and over and each time I was showen random borrower addresses, bank account information, payment amounts and totals owed. It is completely unacceptable to release such a flawed system when it’s a government website meant to service such a high volume of visitors. I submitted a complaint, but I’m sure nothing will happen with it. Your dollars at work, folks.
https://plus.google.com/115333656747373821796/posts/JBAHtde5FRx
This happened to me yesterday. Private information from other borrowers was being displayed on my account. Are you going to address this?
Same as all of the above. I’ve never been late on payments. I checked my bank acct. online on the 7th and it indicated DL hadn’t taken their usual payment. I checked the site and saw it was down until 11 OCT, but it’s still down! I finally was able to make a payment using the new and improved site on 11 OCT. It indicated I was behind on two payments, but I’m not. I’ve sent numerous emails to DL without a single answer! They debited my bank acct. another $947+ today and made me overdrawn on my checking acct. Who is going to pay cancellation fees on that?! Now I’m waiting on a call back from my bank to try and fix this problem. I’m emailing my senators and congressman. Please email yours too. Good luck all.
Was reading some of the other comments and the commercial with the customer service rep. “Peggy” came to mind. This fiasco is just like it! “Transferring…transferring…transferring.. Hello, this is Peggy”.
Unfortunately, this customer service screw-up isn’t funny at all.
I have taken a loan on my house to pay out my two daughters 6.8% (!!) government student loan. We have been trying to pay off the loans since 10/5 but the web site was down and when it was apprently up on 10/11, we still could not payoff the loan. Next couple days we called servicing, the PHONE LINES were DOWN or cut off. Then called direct loan office, they said they have nothing to do with that, it is servicing, and they did not know when it would be fixed. I CANNOT believe this. There is absolutely NO WAY to cantact these people. I am in software business for last 25 years and cannot imagine a production system be down more than max few hours for updates. Why I should pay interest on a loan that i am ready to payoff. I will not.
That is exactly what happened to me to today as well!
While the site migration is a massive failure, I’m more concerned with the private information leaks.
A Google+ friend of mine showed me that upon entering his bank routing information to do electronic payments, he ended up with someone else’s banking information on his page.
That’s unbelievable. Why hasn’t there been any acknowledgement of that problem? It’s huge!
At least some of you got through to a live person. I was on hold Tuesday for 30 minutes at which time my connection was cut-off and the phone number no longer able to connect. Website basically doesn’t recognize me or my account information. Maybe I will get lucky and they will ‘lose’ my entire loan.
your comment made me laugh so loud….haha ! that’s what I’m hoping too!
Biggest screw up I have ever seen. The ENTIRE system is down, can’t get on the web, can’t get through on the phone. Fire your contractor, and get someone competent in ASAP. Thousands of websites migrate to new systems everyday with ZERO outages. How could you guys screw up a thing that millions of Americans rely on everyday so badly?
I tried to go on yesterday to pay off the rest of my loan, got registered. Then i try today, cite is down. I called the 1 800 number, finally got through after 20 tries today which said it couldn’t be completed, waited 15 minutes to speak with someone who told me the only way to pay my account would be to mail a check or Money Order with my SSN on it or to use the cite, which as you all know is useless at this point. You would think it wouldn’t be so difficult to give your money to the Dept. of Education!!!
Wow its taken so long for them to fix this problem, but if u dont pay they wl take yo income tax faster than they can fix their web site go figure……
God, I can only hope that somehow they “lost” the entire database and all loans are now forgiven! that would be justice !
Good grief. I need to access the site to get my student loan interest info for 2010 to file my taxes on Monday and find all this mess. Anyone have suggestions how to get this information in another way? They never sent me the original 1098-E for 2010 as far as I can tell; now this. I know I procrastinated but come one. So much for faith in government (contractors).
This has been the worst communicated, worst handled, worst executed, and worst customer experience I have ever seen. Pathetic. FIX IT. Everyone wanting to pay off their loans deserves a refund for accrued interest pro-rated to October 1 when your failed transition started.
I logged in earlier this week and was alarmed to see that I was past due for my September payment. I have never been past due and luckily work at the bank that I pay from and could see my payment being made two weeks before the due date as I always do. I made my October payment online to at least get the past due taken care of while I work with someone to straighten this out. Of course, none of the phone numbers work. I want to make everyone aware though that I printed a receipt for the payment I made yesterday. The receipt was NOT my information – it was someone else’s name, account number, payment amount, and bank information! If I am getting someone else’s, who is getting mine? I was able to send an email to Loan Servicing and received an automated reply that I will hear from someone in 3 days. We’ll see if this happens. I was able to log in this morning and even though my payment was taken from my account yesterday, I am STILL “past due”. I’m so nervous that their blundering will affect my credit negatively and there is NO ONE to talk to.
Wow, so you printed a receipt off the new website and it contained another borrowers information? How can be sure our financial & personal information is secure on this new website? This makes me very nervous!
Someone in charge needs to answer these questions! This is beyond ridiculous.
That’s exactly how I feel! Yes, it was someone else’s information completely. Now I’m wondering if my online payments are being applied to that account since my September and October payments have been made but last I knew weren’t reflected.
It makes me nervous with just the site change from .gov to .com and now this? Someone needs to be giving us answers – it is inexcusable to have all this go on and not send anything to the borrowers. We’re being left in the dark and it isn’t right.
My account also says I am past due which is incorrect. Also none of my payment history was transferred to this new site. Unable to get through on the phone lines and now unable to get onto the site. I am concerned this past due has been reported to the credit bureaus. Very disappointed and concerned about how this process is being handled. Good to know I am not the only one I suppose. Good luck!
The same thing happened to me. I am on Autopayment and the debit was supposed to have been made on 10/7. I was getting nervous around 10/10 when I STILL didn’t see it in my bank records. I sent an email and bingo on 10/11 it was taken out but the site says I’m past due. I’ve NEVER been past due on my loan. This is ridiculous, if I was as reckless in paying my loan as they are with this site, they’d be all over me!
Same problem — I have made repayments on time ever since I have entered repayment, and my bank statement shows that a payment was made on time on September 28. But the new website states — incorrectly — that I am now past due. How could you take my money and say that I did not pay? And yes, the new website does not show my payment history. This is extremely frustrating.
I have Becky’s problem–my loan payments are due on the 28th of every month, so my September payment was debited from my bank account *prior* to September 30th, when the site went dark and scheduled payments were canceled. Yet my account says I am past due and owe double for October. So my issue isn’t with trying to make my October payment. I haven’t even TRIED to do that yet. There are problems dating back *before* the beginning of this month.
Supposedly nothing is reported until 90 days delinquent. But that doesnt mean extra interest was charged since payment wasnt recorded in Sept. Same thing happened to me. When I managed to actually get on the site yesterday I saw my Sept. payment as past due. I looked in my checking and made sure my money came out last month and I had. I called the number and they eventually found the payment and said that there would be no interest charged on the payment they didnt credit.
Had exactly same experience. Tried to log-in for days. Never been late. Finally got in today – and, low and behold, I’m supposedly late despite having automically scheduled (and deducted) payment for September a 1/2 month ahead of time!
I hope they figure out this issue soon, this is bad business…
I applied for economic hardship in first of august–I am poor and disable–cannot pay back my loan–tghe ed computer system broke down for 4-5 weeks now. I cannot use the wbsite–and all telephone numbers listed above–no one is answering period-it states the call can not go through–HELP!!!!!!!!!!!!!!!! before they attach my social security check. Help!!!!!!!!!!!!!!! I donnot have enough to live on now anyway–How can I reach a live person at the direct loan dept. Help!!!!!!!!!!!!!!
Thank you Kristin for posting the “Direct Loans Servicing for Schools” number, 1-888-877-7658. I had been calling the 1-800-848-0979 since Monday about the status of my payment and kept getting disconnected after the recording would say call back later. I was able to talk to a representative in about 5 minutes when I called the 1-888-877-7658.
No problem! I’m so glad you were able to get through – this is such a mess.
I also cannot log into the site. My son’s payments begin next month and he has over $1,000 in interest that he wants to pay off before it is capitalized into his payments. This site is a disgrace!
I would like compensation for the lost time my account has been allowed to accrue interest. I wanted to pay my account in full on the first and have not been able to do anything as the both phone number, and the website is down. So now it will still be a few days and that is half a month extra!! Please fire everyone involved in this switch, this is not how you run a website. Bring the old site back, it was ugly but at least it worked. This new site is a hunk of garbage, I am a webapp dev and I have never seen anything this bad.
I’ve been in the web industry almost 10 years now. Their handling of this migration is disgraceful. Offensive, actually.
Completely agree with you! Wonder who is their IT sub.
Seriously! I noticed my automatic debit didn’t go through this month – went to the site and it said I was PAST due for October and that a payment was needed immediately AND my “payment history” showed NONE of my payments for the past couple of years, yikes. I paid it right then, only to find out that NOW my automatic debit went through today, a week later than my normal schedule. So 2 student loan payments this month out of my checking account with no credit going towards next month’s payment, that’s a huge chunk of cash I just lost this month for living expenses, thanks so much Direct Loan
.
I will say that I was able to get a hold of a live person that confirmed the issues they are having – and that I paid twice this month, booo. BUT don’t call the 1-800-848-0979 number its seem to disconnected or something, if you call the “Direct Loans Servicing for Schools” number, 1-888-877-7658 they should be able to help and was able to get through in about 5 minutes.
What a mess!
they have now disconnected 1-888-877-7658 as well.
There are now no phone numbers that work. omg.
I have been trying all week to get on to this website. I can’t reach anyone by phone, heck I can’t even find a phone number anymore. Why was the website changed and why was it put up without testing. I need to pay my bill. I don’t even receive paper bills anymore so what am I suppose to do???????
Agreed Linda, I’m in the same boat. I suppose we should just mail a check payment? Too bad mine’s due tomorrow and I can’t get to the post office in time!
kelli, i am in the same boat as you. i have been trying to schedule this for like two weeks, and my payment is due tomorrow. debating on mailing a check, but itll be late….so i dont know. i think they should take full responsibility. and it shouldnt be considered late. so dumb…promised to still provide assistance and whatnot, HUGE FAIL.
What is the phone number that you guys are getting through on? I keep calling the Direct Loan Servicing Center number on the “Contact Us” page and the call won’t go through. My loan payment is due tomorrow–anyone know if these issues will result in late fees being assessed? Super frustrating.
Agree on absolutely all of the above – this is this most poorly managed website migration I have ever seen. Horrible communication, inoperable website, etc…
I got a confirmation email from the site saying that I had made an electronic payment. Yet according to my bank, no payment has been made. Or even initiated. Now I will have to mail in a check, which obviously, will now be posting after the due date.
Why can’t the Department of Educations send out an email (you have all of our email addresses) and/or post a memo on this blog site AS WELL AS THE FRONT PAGE OF THE myedaccount.com website addressing the following:
-Are late fees going to be assessed? Is there a grace period? What is the grace period?
-Should borrowers expect to send checks via mail to the Atlanta address until the issue is resolved?
-Is there any confirmation that personal and sensitive account information has been leaked to third parties?
-When can we expect automatic debit options to be working? I’m a little scared at this juncture to be using this website for that function – after using it for five years on the old website.
-Why is this now a .com domain vs. a .gov domain? It does look like a phishing email/fake website. Why the change?
-Why has this change been made at all? What exactly was wrong with the old site?
This.
This is 2011, so the lack of information or answers to BASIC questions is completely unacceptable. This is being totally mismanaged. Additionally, I want to know why the website header states “ACS” and the footer states “Nelnet.” WHO is actually handling this process? If this servicing was contracted to Nelnet or ACS, this had better go on their performance record!
I’ve repeatedly tried to register with this site since Tuesday, but haven’t been able to make it past the first page due to an error message that appears saying my DOB doesn’t match my SSN. After calling the help line (I was one of the lucky few that actually got through), I was told that they did, in fact, have the correct information on file. The solution? “Just keep trying. It should eventually work.”
What.
Understandably, the customer support rep I spoke to has no idea about how to troubleshoot website errors. But that’s what’s scary about this entire situation. When the people I’ve been instructed to contact in the event of an error don’t have a clue and the website fails to provide any sort of substantial explanation, how do I know that my data is safe? I don’t. The incredible lack of accountability is concerning and frankly ridiculous.
This is the worst fiscal management system I have ever seen. The website does not work, borrower support is non-existent, and late fees will probably still be assessed. I have sent two emails this week regarding the inaccessability of the website and my frustration with my inability to make a payment to my account. Both emails have gone without response. I know of absolutely no justification for moving to a new website, and I am not comfortable submitting payment to a .com site for security reasons.
Well after waiting on hold 20 minutes with customer service, I was told that I can’t make a payment over the phone and will just have to wait till the website is working properly. I was also not able to be given a time frame for when the website will become functional again.
This… Exactly this… Also,on the old site I logged in with DOB, Last name, and PIN number. The one time that I actually made it to a log in screen on this new site, I was asked for a user name and password. I have no idea what they might be. If I ever did set up a user name and password, it was years ago.
If I have to pay a late fee over this, I’ll flip my lid…
We need register for a new account. I managed to do so and it found my info. Of course, they didn’t actually tell me that on the site, I just tried registering a new account out of desperation to see what would happen.
I received two e-mails informing that payment for my student loan has been cancelled by my banking institution when in fact I know that payment was made electronically. I have been trying to pay my loan this month with no sucess.
It would of been nice to get a letter in the mail stating this site was going down.
Was wondering what is the phone number to call to talk to a live person? want to pay on my bill.
good luck, when I got through on the phone yesterday the message stated they weren’t accepting payments by phone at this time.
Web address https://www.myedaccount.com/
Contact Us Email Us
Telephone numbers:
Direct Loan Servicing
Toll free: 1-800-848-0979
Overseas/International: 011-315-738-6634
Hearing Impaired Borrowers with a TDD: 1-800-848-0983
Direct Loan Consolidation
Toll free: 1-800-557-7392
Hearing Impaired Borrowers with a TDD: 1-800-557-7395
The number I called was 1-800-848-0979. It’s the number listed on the site. However, as soon as you call, one of the first things you’ll hear is that they are currently not taking any payments by phone. When I called this morning, I had to hold for 35 minutes before I got a live person.
Agree with the comments about the poorly communicated website migration/phone lines being down.
For future reference, it would be really nice to subscribe to this kind of information or even this blog post for updates.
There really needs to be much more communication on this problem, the 1-800 number is down, the website is down. The communication before and after the launch of the new site has been appalling.
Worst website migration EVER!
I was able to get through on the phones to resolve my “past due” payment that had been deducted from my checking account well before Sept’s due date. Hopefully the website will reflect that (when it is back up again, website is down as of this Thursday morning).
Aside from the past payments not existing online, the slow site, and stupid setup, one of their largest and dumbest errors is…no tax info for 2010! Come on guys, some of us had to file extensions. I tried to call for some info on the interest I paid last year and was told by the phone rep that they couldn’t even see that info for the next 7-10 days. I don’t blame the phone reps, they are doing what they can. But whoever was responsible for go live on this site should be hung up by their thumbs.
or is it strung up by their thumbs?
“Please note we will make every effort to accommodate you once the issue is resolved.”
I hope so, but so far this seems doubtful. Their website has not been functioning for days now and their toll-free number has been down atleast since yesterday. I call 18004FEDAID and they refused to help me in the least bit and eventually hung up me. I finally got through on another number and all they could tell me was keep trying.
Meanwhile my payment is due tomorrow and it actually seems like the US Dept of Ed is trying NOT to take my money. I broke down and mailed a check last night. I can’t keep wasting time trying to do something as simple as pay a bill.
After 35 minutes of waiting on the Direct Loan Servicing number, I got a live person. She was very helpful. She was able to confirm a payment I had made online that had disappeared from myedaccount.com.
The new website is not user friendly. Payment history has not migrated. There is no site search functionality. Information about available deferral and forbearance types available to a user after registering and logging in is much narrower and somewhat conflicting with information provided prior to login. Site navigation is difficult. Security questions posed make information security problems for the user more likely and there is inadequate information about the security icon process provided before the user is required to choose. Terms and conditions info for iPad users is virtually impossible to read and scroll. There has been inadequate communications with existing customers/borrowers about when or that the new site went live or that it crashed, inadequate information about compulsory reregistration and process with the new site, and no explanation of why the new site uses or purportedly is required to use a .com rather than .gov extension and no real explanation of what benefits to the user or government/servicer are on the new site. Lastly, there’s a user/citizen hostile monitoring disclaimer on the entry page that seems completely unnecessary and wantonly adversarial. I’m frustrated, disappointed, and saddened by what I’ve experienced so far in connection with this new site.
My payment has not been deducted from my checking account this month. I’ve been trying to reach someone either by phone or online to find out what is going on. I cannot reach anyone or get information. Are there problems processing payments also?
The new website is showing my account pastdue and two elctronic payments were submitted by my bank 9/28/2011 nd 9/26/2011. The site reflects me as pastdue whe i can get on it and noone is able to get through the phone. Who is responsible for this?
not only can I not access my account on myedaccount.com, my automatic payment withdrawl for my student loan has not been withdrawn on time. This is very concerning. I cannot affort to send in a check just to be safe, only to have the automatic debit post to my checking account causing an insufficient funds issue. Does the Direct Loan servicing center realize that scheduled payments are not occurring properly?
oh, and of course the customer service phone number is not functioning, either.
I can’t get through on the phone, either. I have tried to call four times and keep getting dropped. When will this be fixed?
Hi, I was able to login to the website, but it says it didn’t receive my last payment and it is saying I am delinquent on the payment. and owe double the current payment I called repeatedly yesterday and today. I am currently on hold for 35 minutes+. Every day that goes by more interest is accumulating on this amount which I definitely paid according to my bank, but this new website/servicing center says I didn’t receive. I’ve also sent several e-mails. I feel fairly helpless in this — I honestly feel that the government has let me down and doesn’t care. Is there a name of someone who was in charge of this implementation I can call and give feedback? The website is also extremely slow and unresponsive.
Same thing shown on my account (when I was lucky enough to get through and “register” at the new website). My September payment was not credited, although it was drafted from my bank. My spouse’s October payment finally drafted but is not credited; our daughter’s payment is due tomorrow but she can’t log-on. Unlike one person who posted that she got an email about the change, we got ZERO notice and I was on the old site a couple of weeks ago. At the very least, all borrowers should have received a WRITTEN notice in the mail months ago – it’s not like they just found out October 1st that they were going to change the entire system. This lack of communication is outrageous – interest is piling up, late fees are possibly being assessed and drafts could possibly be double drafted – from the “old” system and then the new one! Why didn’t all the information transfer – including the automatic draft information? It will be disastrous for most people to have two payments drafted within days of each other. Can anyone say “class action”?
The one and only email I received was back in July. Of course, I didn’t actually see it until this Tuesday when I couldn’t get into my account and was looking for info on this change. I found a blogger complaining about the spammy email he got and searched my inbox for myedaccount.com.
Should we be sending in paper checks for upcoming payment that are due soon and we had planned on paying online?
“some student loan borrowers may be having trouble accessing”
MAJOR understatement. The site has been unusable for at least two days. People are claiming that strangers’ information has surfaced in their accounts. Automated payments are not showing up in bank accounts. Borrowers who should be current are showing as past due. Calling the service phone number has resulted in recordings telling us to try again later.
And all this has eclipsed the fact that changes were very poorly communicated in advance of the migration. I received exactly one email, stating that the site was moving to a new system and essentially “don’t worry about it.” Not a word about auto payment latency/cancellation, the need to set up a new user account, Nelnet’s involvement (still not clear), or even target launch date.
This is not how you migrate a critical system serving millions of users.
What happened? Is there timetable for when service? What was the justification for moving from the old website?
Thanks