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    Posted: 05/July/2004 at 4:19pm
I have spoken to HRDC about being defaulted because they lost forms.

The response from HRDC was to call NSLC and ask to be transferred to the CSLP Case Management Centre.

Hope this helps some of you!

Mark
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Post Options Post Options   Thanks (0) Thanks(0)   Quote eshelton Quote  Post ReplyReply Direct Link To This Post Posted: 08/July/2004 at 5:56pm
That won't help unfortunately is the cold truth.  The NSLSC always denies "any error" on their part.   Appeal anyways, then once you get your response, write a letter to Equifax explaining the situation.  The NSLSC will have to prove they notified you that you could default.  If you kept the carbon copy of the form you sent before being defaulted, send a copy to Equifax as well.  I sent my case to them last week so I expect to hear back in a month.  
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Post Options Post Options   Thanks (0) Thanks(0)   Quote eshelton Quote  Post ReplyReply Direct Link To This Post Posted: 30/October/2004 at 11:39pm
Update:  It's apparent no one seems to want to do their job.  Equifax keeps claiming the records are accurate, the NSLSC keeps claiming their note-taking is accurate and HRDC just gives out blatantly wrong information.   Nothing works here, and they all lie to cover up the facts.

Inaction is the worst thing to do, so I still advise following Mark's suggestion above.


"A proof is a proof. What kind of a proof? It's a proof. A proof is a proof. And when you have a good proof, it's because it's proven." - Jean Chretien
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Misty Chaos Quote  Post ReplyReply Direct Link To This Post Posted: 26/January/2005 at 9:32pm

Equifax will not do anything because if your loan was defaulted, the service provider that placed it on there has to remove it.

It's not considered admin error by NSLSC if you haven't done the following:

1.) Kept your contact info updated.

2.) Followed up after sending in a form to update your EOS to make sure it was updated.

3.) Promised to make payments, and never followed through, or checked to see if your payment was received.

There are a few more things, but I can't remember at the moment. But these are the basic details a customer service rep can look for when you call NSLSC. At that point you have to send in a fax to their Customer Response dept to have your file reviewed for recall cause the csr is restricted to send out the reqst for you. If they still reject your recall, the last chance is to contact CSLP to appeal it or at least see what your next steps are.



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Post Options Post Options   Thanks (0) Thanks(0)   Quote eshelton Quote  Post ReplyReply Direct Link To This Post Posted: 26/January/2005 at 9:38pm

Misty,

You seem to have detailed info on the credit / student loan process here.  Do you work in the industry?

"A proof is a proof. What kind of a proof? It's a proof. A proof is a proof. And when you have a good proof, it's because it's proven." - Jean Chretien
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Misty Chaos Quote  Post ReplyReply Direct Link To This Post Posted: 26/January/2005 at 10:25pm
That I do, and I deal with you all daily. I understand where your coming from, and I do sympathize with you all. I just think that if people have questions, or don't understand they should ask. The things I'll tell you all, aren't secrets. It's just process.
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Post Options Post Options   Thanks (0) Thanks(0)   Quote eshelton Quote  Post ReplyReply Direct Link To This Post Posted: 26/January/2005 at 10:41pm

Misty,

I take it you are a CSR.  Are you considering moving to another job or staying put?  I believe the information you have and would provide on this site would enable us to get an inside look into the backroom administration process of these loans.  I have found the info you have already provided to be very interesting. 

The program you are using to input the notes, this is Lotus Notes, correct?  Is this an open system or closed?  (Meaning, can you go in and change information after the phone call has ended).

There are 12 people who work in ECA.  What about Customer Response and Service Issue Resolution? 

And most importantly, how many requests do you get a month for copies of the notes on file (as per my post in the Action Forum).  Who does ECA report to?

So many questions...

Thanks.

 

 

"A proof is a proof. What kind of a proof? It's a proof. A proof is a proof. And when you have a good proof, it's because it's proven." - Jean Chretien
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Johnny Quote  Post ReplyReply Direct Link To This Post Posted: 26/January/2005 at 10:58pm

 

 Misty and E,

 ECA (Executive Customer Assistance) reports to just another department on a higher platform. That higher department reports to an even higher department on a different platform. It is a typical heiarchy scale within a government owned and operated casino. ha ha ha . The profits are a rolling in as usual.

 Misty, you wrote:

 "It's not considered admin error by NSLSC if you haven't done the following:

1.) Kept your contact info updated.

2.) Followed up after sending in a form to update your EOS to make sure it was updated.

3.) Promised to make payments, and never followed through, or checked to see if your payment was received.

There are a few more things, but I can't remember at the moment. But these are the basic details a customer service rep can look for when you call NSLSC. At that point you have to send in a fax to their Customer Response dept to have your file reviewed for recall cause the csr is restricted to send out the reqst for you. If they still reject your recall, the last chance is to contact CSLP to appeal it or at least see what your next steps are."

 ...  

 1) As you are fully aware ... people remain in contact and offer information all of the time. Does it get installed in the account database? In most cases, no. If the ordinary low key call center reps are losing & misplacing IR's and Schedule 2's, or commiting acts of negligence in such ways (as it has been exposed So many times), what makes you think that these same reps are diarizing information that loan clients convey? I think the recipe for succes for all involved is to have the ECA team run the call center and entry management protocol.

 2) Again, many people give the information, but the reps smply are either too lazy to update the notes - or are completley oblivious to the fact that the personal financial security rests in the hands of some seriously incompetent people. I am referring to the untrained - and underpaid service reps who complain about that all day when meetings and discussions surface in your sector (NSLC)  regarding the number or errors and omission that occur. 

3) This is a crucial matter, yes. I concur. But it all depends on who is recieving the information and ensuring that it is diarized.

 This is all about "Uniformity" and "Customer Service". Based on the hundreds of thousands of horror stories, it is hard to maintain uniformity and a decent level of customer service when people can't trust the outfit that is supposed to protect them.

 I think the real problem is at the entry level. The call center(s) - and the fact that there is just too much work for the number of people on the payroll. It is both stressful and taxing on the nerves for most of them. I know this.

 Welcome, Misty. Say hello to Nadia and Moh for me.

 Johnny

 

 

  

 

 

Solve Student Debt specializes in solutions for students and graduates in student loan default, and those at risk of defaulting.

solvestudentdebt.com
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Misty Chaos Quote  Post ReplyReply Direct Link To This Post Posted: 26/January/2005 at 11:03pm

The program to enter the notes is the same we use to actually access your file. (Mainframe, which needs either your SIN, Loan #, or as a last resort First & Last name). At the end of the call or during the call, or after the call, note can be inputed. Basically like post-its on a document. As many as you want, or needed. Anyone that then accesses  your file will see them all. Tricura's notes are different and most of the time not see on file, they have a different system. But generally about 80% of Tricura notes are visible.

Lotus Notes are for requests and revision of terms. A totally out of date program. Slow to load, stalls, causes us to put you on hold while it catches up. Basically if you want something resent, reprinted, invesitgations launched, things debited. That's what's used. Like email. Different departments handle different request, and thus must be forwarded to the correct department. But this program is getting the boot. Too many complaints from CSR's. Nelnet is rebuilding it, it will be launched by spring hopefully. And the requests can be changed/edited once sent. If they are already completed then a new one can be sent.

Service Issue Resolution has been changed. It's now Process Issue Resolution. There staff is numerous. They do call backs, process completed student loan forms, etc.

Customer Response is dealt with by many people. PIR, ECA, and C/R people. Basically specific requests that cannot be processed by CSRS or complaints about Service Levels are sent here.

 

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Post Options Post Options   Thanks (0) Thanks(0)   Quote Misty Chaos Quote  Post ReplyReply Direct Link To This Post Posted: 26/January/2005 at 11:09pm

Oh and Johnny I understand what your saying. But when it comes to the files, no choice but to update. Once you enter the file, you have to check the address, etc. The low key call centers are just fine, and they are managed as such. But lack of communictation between depts is also a problem. PIR and ECA will not check to see if a prior request or investigation has been made. They treat everything as a first time basis. I swear it's the programs that are placed there.

Hehehe Nadia and Moh, there's Linda too. But they're always changing or moving around. And speaking with them doesn't help most of the time, they dont' know the process that's explained on KB most of the time, nor do they check those Lazy ****.

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Post Options Post Options   Thanks (0) Thanks(0)   Quote Johnny Quote  Post ReplyReply Direct Link To This Post Posted: 26/January/2005 at 11:44pm

 

 I know where you are coming from, indeed also.

 When it comes to the files being accessed and updated upon incoming calls, the first person that receives the information is the CSR at the call center. The information is logged and processed - and then files are referred to specific areas depending on what the issue is at hand.

 More so, the problem is the HUGE lack of communication between departments, yes. The problems that stem from these malfunctions are the ones that destroy the future financial and social security of those unfortunate enough to be victimized by it. Truly, they are victimized.

 I will tell you that I have GREAT respect and admiration for both Moh and Naudia. These two gals make a difference in that organization.. (among others) and if they could be cloned two hundred times, then the default rates in Canada would drop from 27% to less than 18. 

 HRDC is my old stompin ground.

 Johnny

     

 

Solve Student Debt specializes in solutions for students and graduates in student loan default, and those at risk of defaulting.

solvestudentdebt.com
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Post Options Post Options   Thanks (0) Thanks(0)   Quote polyhymnia61 Quote  Post ReplyReply Direct Link To This Post Posted: 27/January/2005 at 6:10am

Hey Misty and Johnny:

I'm a fan of Naudia's too, BTW...I have her autograph on a letter of apology for all the repeated errors made to my file between 2000 and 2002 and a offer of restitution.

All I have to say is that if an 11-year employee of the CIBC can't navigate the system without getting her credit destroyed, what hope does a typical grad in their 20s who has no knowledge of the banking system?

Unfortunately, although banks hold the hands of investing middle aged customers, they expect a young person to fly the nest with no assistance and no net. Everything possible is blamed on the student loan debtor and that's just not fair. I was shocked by the shabby treatment I received because I KNEW how the system should be working; I can only imagine how others would feel...and I'm sure they blamed themselves because the CIBC blamed them.

BTW, this just in from the CBC.ca website. I wonder when they will start reporting on CIBC errors that are committed towards people with NO money:

http://www.cbc.ca/story/business/national/2005/01/26/cibc-ta x050126.html

Thanks for the inside poop, Misty...although I confess it just causes me to pop a vein when I read it...

Poly

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Post Options Post Options   Thanks (0) Thanks(0)   Quote Islander Quote  Post ReplyReply Direct Link To This Post Posted: 27/January/2005 at 7:21pm
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Misty Chaos Quote  Post ReplyReply Direct Link To This Post Posted: 27/January/2005 at 7:30pm

With Naudia, Moh, and and Linda they do help a lot of ppl. But sometimes I think they get overloaded, and those poor girls.

Thanks for the welcome though guys. Hope I can be of some help. I know the process, and there are just certain factors that we have to follow. CIBC made it that way for us, but like I said and what most ppl are saying. The process changes daily, there's always updates for you to review, and install to your memory. Things won't stay the same for long. Eventually the old CIBC process will be totally wiped out, and a new and improved system will be in place.

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Post Options Post Options   Thanks (0) Thanks(0)   Quote Misty Chaos Quote  Post ReplyReply Direct Link To This Post Posted: 27/January/2005 at 7:32pm
Islander why would I make you sick? These are how things go. I see it every single day. And the process changes slowly. For the massive amounts of loans that are dealt with, I don't think that the service levels were set up to handle it all that well. The service levels at the NSLSC were put in place back when CIBC owned it. I believe they handled it nonchalantly, and inappropiate.
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Post Options Post Options   Thanks (0) Thanks(0)   Quote CARGO1 Quote  Post ReplyReply Direct Link To This Post Posted: 27/January/2005 at 8:00pm

Misty,

Do you have any idea as to the time frame they expect to have everything updated by?

troy

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Post Options Post Options   Thanks (0) Thanks(0)   Quote CARGO1 Quote  Post ReplyReply Direct Link To This Post Posted: 27/January/2005 at 8:03pm

Islander,

Why the anger?

Misty has given some valuable info concerning positive change!

I believe someone on here has a signature that states" never fear change fear standing still" It seems fitting.

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Post Options Post Options   Thanks (0) Thanks(0)   Quote eshelton Quote  Post ReplyReply Direct Link To This Post Posted: 27/January/2005 at 9:03pm

I believe we should get as much information from Misty as possible, even though we may not be able to verify it.   She does seem to be very knowledgable for a CSR, even ECA... ... ...

I will leave it at that for your interpretation.

 

"A proof is a proof. What kind of a proof? It's a proof. A proof is a proof. And when you have a good proof, it's because it's proven." - Jean Chretien
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Post Options Post Options   Thanks (0) Thanks(0)   Quote CARGO1 Quote  Post ReplyReply Direct Link To This Post Posted: 27/January/2005 at 9:45pm

Esh,

I think you are 100% correct. Misty has not done anything to deserve a verbal pounding by anyone on this site (yet). And it would only be smart "business" to allow her/him to show true colors. So far all I have read is her willingness to offer help.

As far as being able to verify her information, a good majority of people on here have had dealings with NSLSC including John. There is enough knowledge on here to figure it out.

 

Troy

 

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Post Options Post Options   Thanks (0) Thanks(0)   Quote Misty Chaos Quote  Post ReplyReply Direct Link To This Post Posted: 27/January/2005 at 11:16pm
The changes are happening daily. Before the whole system is worked over there is no time frame at the moment. It's going to be moving slowly, but it will happen. I wouldn't be wrong to say that the whole student loans system will change within the next 5 years. So many overhauls to do.
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