Hello Heather,

I just encountered a rather unexpected surprise when I logged into my Direct account: Direct had recalculated my “outstanding balance” and reallocated the portions of my payments that were applied to principle and interest.  My balance changed by almost $2,000. 

When I called and talked to Direct customer service, they just saw the new numbers and had no record of the old numbers.  They re-wrote history!

Also, in talking with Direct customer service about this issue, I realized that borrowers who use Kwikpay NEVER get a monthly statement.  So I have no paper trail except for the historical numbers I entered into my spreadsheet.  I will henceforth be downloading the “print loan summary letter” on a very regular basis.

Customer service said they submitted a written request to verify my payment history, but I’m not sure that will do anything. 

Someone, somewhere in the depths of Direct, recalculated something.  But I don’t know what, and I feel I can’t just trust the “outstanding balance” number that just shows up for my account on the website.

Possibly related, but I don’t know why it would be: I just applied for Income Based Repayment, and am currently in “60 day administrative forbearance” while my IBR is being processed.

Any thoughts?

Thank you!

- Sam

Whoa.  I’m scratching my head.  I’m going to run this by some other folks with more operational experience than I and see what I can discover.

Thanks Heather.

I’m just really concerned that I can’t trust Direct’s website, and thinking about how I can document everything in case Direct suddenly decides I owe double.