Sallie Mae and other large student-loan servicers — the
companies that act as a go-between for borrowers and lenders — will soon be
getting some regular oversight from the Consumer Financial Protection Bureau,
the watchdog agency announced this week.
ProPublica and others have long
documented student borrowers’ troubles with the companies that handle the
day-to-day collection of student-loan payments and communicate with borrowers.
“Student loan servicers can have a profound impact on
borrowers and their families,” CFPB Director Richard Cordray said Monday in a call with reporters. “Given how quickly this market has grown and the
recent uptick in delinquency rates, it is important for us to ensure that
borrowers receive appropriate attention from their servicers.”
The CFPB has been logging thousands of complaints about the
companies that service both private and federal student loans. It has issued a
number of reports detailing common complaints, including trouble accessing
the loan-repayment options to which they are entitled, problems processing
payments, difficulty getting accurate information from servicers, and servicers
ignoring the protections due to active-duty service members. Such mistakes can
leave already indebted borrowers further burdened with administrative hassles
or penalized with additional fees.
Bank-based loan servicers — such as Wells Fargo or Discover
— are already overseen by the CFPB. But student-loan companies such as Sallie
Mae and Nelnet — so-called “nonbank” servicers — have long fallen into a
regulatory grey area.
The Education Department had authority over their contracts
to service federal student loans. And both the CFPB and the Federal Trade
Commission had the authority to investigate specific violations of consumer
protection laws. But no agency was consistently monitoring for violations.
That will change as of March, when the CFPB will begin
providing regular supervision to student-loan servicers with more than one
million customer accounts, regardless of whether the loans they service are
federal or private.
According to the CFPB, that will likely cover the seven
largest non-bank servicers – which together have more than 49 million
borrower accounts.
The agency declined to name companies. But the list will
likely include Sallie Mae, Nelnet, Great Lakes Educational Loan Services, and
FedLoan Servicing/PHEAA — all of which service large numbers of federal
student loans.
Some servicers that work with federal student loans will
likely still fall under the threshold for getting the stepped-up oversight. That’s
because, as we’ve
noted, the Education Department has in the last few years expanded
its stable of loan servicers to roughly a dozen.
