Progress is continuing on restoring our system availability. We will provide regular updates on system availability until the system is back online.
We know that you may have some questions regarding your loan accounts and how they may be affected during the maintenance period. Following are some frequently asked questions for your review.
Frequently Asked Questions
Q: I had a payment that was scheduled to draw while the system was unavailable. Did you draw my payment? If not, will I see any negative impact?
A: We have not yet drawn your payment, however, we will draw your payment shortly after the system is restored. You will not see any negative impact to your account such as late fees or negative credit bureau reporting. Please keep in mind that it make take up to two (2) business days for the payment draw to show on your bank account.
Q: I had a payment that was scheduled to draw while the system was unavailable. Should I resubmit my payment?
A: No, you should not resubmit your payment. We will draw your payment shortly after the system is restored.
Q: I was not able to make a payment online and now my payment is past due. Will I be penalized?
A: If your due date was between February 16, 2017 and the day the system is restored and you attempted to make a payment, your will not see any negative impact to your account such as late fees or negative credit bureau reporting.
Q: When will the system be available?
A: We are currently working around the clock to restore the system. We will continue to provide updates every four hours until the system is back online.
Q: Is interest still accruing on my loan?
A: Yes. Once the system is restored, your account will be brought up-to-date.
Q: I submitted an entitlement or cancellation form and I can't see if it has been posted to my account. Am I going to see any late fees added to my account?
A: If you have submitted an entitlement or cancellation form and it has not yet been posted to your account due to the unavailability of the system, you will not see any negative impact to you account.
If you have any additional questions, you may contact our Borrower Service Team at 800.334.8609, Monday to Friday, 8:00 AM to 8:00 PM Eastern Time.