New Direct Loan Servicing Web Site - Outage and New Address

Female College Student with Textbook in Pink Shirt against Money BackdropI am a creature of habit. Every other pay period, I make a student loan payment on the morning my paycheck is deposited into my checking account via direct deposit. Yesterday, however, I was unable to make my usual student loan payment because the Direct Loan Servicing website is undergoing a three-day outage while Direct Loan Servicing transitions to a new web site address.

Fortunately, my payment is not in danger of being late, since I will still have a couple of days to spare when the new Direct Loan Servicing site is unveiled on Monday. But I am ever so slightly annoyed that I was forced to deviate from my usual payment routine to accommodate the transition to the new site.

Surely it must have been possible to prepare the new site for launch without taking down the current Direct Loan Servicing site. In any case, rather than having all my bills paid up promptly after receiving my paycheck, I must now remember to make my payment on Monday morning.


If you are reading this post and searching for the new Direct Loan Servicing web site address, here are links to the original site and the new site:

And here is some recommended reading on getting out from under student loan debt:

59 comments:

Anonymous said...

Unfortunately for me, my loan is due. And they decided to silently extend the outage. The dl.ed.gov site now says the new site will be live tomorrow. How spectacular!

Zachary Fruhling said...

Hi Anon,

I am in the same boat. My payment is due on Wednesday, but I don't think it will make it on time because it usually takes two days to process a payment electronically. Hopefully they will be civil and extend the grace period, given that the outage (and its extension) were not exactly announced with trumpets from the mountain tops.

SR said...

I am a direct loan rep. First of all there are no late fees currently charged on any accounts and now credit reporting wont start until 90 days past due. So don't worry about a grace period...no account will be negatively impacted!

Second of all, both sites had to be off line because its impossible to deactivate one site when people are still on it. Information from the old site had to be transferred to the new site. And even if the web worked? We can't process a payment on the account until the entire system worked...

I have been taking general info calls since the outage which started September 30 @ 8pm and its not fun for us either. Coming in to work Monday morning to find out about glitches over the weekend wasn't fun either. So I understand how every one feels but also understand our point of view and please don't be mad at the reps. This change affects us and our pay and now we have to learn an entirely new system.

Just hang in there everyone and bear with us.

Chi said...

It looks like the new site is up but it doesn't appear to be working and the phone number on the contact us list doesn't work. Has anyone else experienced this?

dahlizyx said...

I have experienced this as well. I've tried to go on about 53 times today and have called the contact numbers, but everything is down. I thought maybe I was doing something wrong, but it seems a lot of people are going through this. I wonder if the mad rush of people that are undoubtedly trying to get on the loan site is overwhelming their servers.

Andrew Carlson said...

Yep, same thing...my payment was due a day ago, I was able to register on myedaccount.com, but I can't actually get to the site. Glad there will be no issues with late payments, but I'm always disturbed when a government site becomes privatized (for big money, no doubt) and then launches with a fizzle.

Anonymous said...

Is anyone still having issues making a payment? I am able to log in sometimes, but I keep getting "Unexpected Error" pages.

Anonymous said...

yes. the site is still down and the number for assistance do not work as well.....

Anonymous said...

My payment is automatically drafted on the 7th of every month and has yet to debit my bank account. I tried to log on to the site to see if there were any issues and was redirected to ACS (in which I do not have an account with.) I've tried calling the number on the site all day to no avail. I finally contacted ACS and they told me that there was an issue with the Federal Direct site and it should be up in 24-48 hours. They seem to be overwhelmed by this as well.

I've never been late with a payment since they have been automatically drafting my account but now I can't even log on to the site to make a payment. I better not get charged a late fee or increase in my rate for their mistake!

Anonymous said...

I hear you! I tried to get a new password just before the outtage. They said it would take 3 days. Then the site outtage. Now I have to sign up for a new password again. Took me 30 minutes to get thought the prompts (really slow site) and at the end it gave me an error. Told me to call their number, which is disconnected. I literally can do nothing but stew in my anger.

Anonymous said...

This is unbelievable. Why haven't any of us been advised of what is going on?

Zachary Fruhling said...

Update: I was finally able to login and schedule an electronic payment. My payment due date had been extended by two days, presumably as a courtesy for the two-day outage. However, I doubt that the daily interest charges will be cancelled or those two days. The site is still extremely slow, so hopefully performance improvements and load testing will be coming soon. But the new site appears to be working, if slowly and sporadically.

Anonymous said...

It just seems wrong that I should have to go through so much stress to give someone my money.

Anonymous said...

Do we have to re-enroll for Electronic Debit or will they continue to debit my account? I was finally able to access my account info. it says I am a month late, which is not true.

Lauren--NY said...

I have the same problem as Anon 5:47 PM. I paid last month and my account says I'm past due and must pay double this month. Not happy at all.

Charlee said...

I'm on hold with the Direct Loan line now. They said "10 mins", its been 23. I had to hang upt yesterday after 25 mins because I am at work. I can log into my account but nothing else. I just get error messages. Its good to read here that this won't be reporting to credit reporting as I'm about to buy a house. I'm never late and still can't make a payment. I can't hang on hold forever. This needs to be fixed ASAP.

Charlee said...

Ok, then after 25 mins on hold, I get a recording saying they can't take payments over the phone!!!!!!

25 mins of my day wasted.

Anonymous said...

I managed to log in earlier this morning to the new site (now it just gives an error), and they have failed to take the automatic withdrawal payment for October, and now the site says I am late! Automated payment (now called Kwikpay, apparently) for November appears to be scheduled. Sitting on the phone all day is not an option for me (gave up after about half hour on hold.) No email address in the contact info. Nice.

Anonymous said...

They also apparently lost all your prior payment history information, very important for people working towards the public loan forgiveness or IBR forgiveness.

Chi said...

dadThe site is still having issues. I was able to log in this morning for about 5 minutes before it shut down again. As far as I can tell it did not carry over any bank information.

When is the website suppose to be active? The contact information is still useless. Anyone heard anything?

Anonymous said...

The worst part about this whole fiasco was that I was able to log in today and got 3-4 people's PRIVATE INFORMATION. I'm talking dollar amount of the loan, address, phone number. Everything. Our fabulous government is making YOUR PRIVATE INFORMATION PUBLIC! And of course, no phones, no nothing. I honestly feel like I'm dealing with Russia or something. Oh and by the way, I currently live in the Middle East (because, you know, there are NO JOBS in America anymore), so people logging in from the MIDDLE EAST have access to YOUR PRIVATE AND PERSONAL INFORMATION. Nice job, U.S. Government! Total fail, always. Great to see our hard-earned tax dollars at work.

Charlee said...

Wow, what incompetence. I just tried to log on again and got this message:

Notice: Manage My Account will be available on October 11th at 8 a.m. EST
We are performing maintenance on the MMA page.
During this time, you will not be able to access Manage My Account.

Today is Oct. 12th.
:(

And why is this blog the only place reporting about it? This is a federal website. There must be MILLIONS trying to log on. Why haven't they posted anything remotely informative yet?

Anonymous said...

I just submitted this as a news tip to CNN.com. Hopefully someone will pick up the story, because this is absolutely unbelievable.

Charlee said...

I found this memo posted online. Would have been great to have gotten an email.

http://www.ifap.ed.gov/eannouncements/092311LSITransNewDLCACS.html

I'm going to have to mail in a check. Who knows when they will be up and running.

Anonymous said...

Thanks for the info Charlee. An e-mail would have been nice. For what it's worth, I called them last week, concerned that they had not taken the money from my bank account, as they usually do on the 7th of each month. I was assured that there was no problem and that the money would be withdrawn a few days late, which it was. If their web site is going offline for several glitch-filled days, fine I get it. But allowing that site to go live with the ability to access other people's personal information (as I did accidentally today) is outrageous. It's extremely disturbing that my personal and private financial information was potentially leaked to millions of people. I'm concerned about identity theft more than anything else. Irresponsible and unacceptable. (And why is this the ONLY place on the web one can find any information at all?) That there is not a notice on the front page of the new glitch-filled web site is ridiculous. Whomever is running this thing should be fired immediately, but they won't be because it's the government and they don't have to be accountable and responsible like the rest of us.

Anonymous said...

This is a complete failure. I, too, am a auto-pay user. Here are the multiple problems I'm experiencing:

www.myedaccount.com still preventing logins

1-800-848-0979 gives "your call cannot be completed at this time" - even during posted operating hours.

Went to http://www.ifap.ed.gov/eannouncements/092311LSITransNewDLCACS.html (thanks, Charlee, for the URL).
Yes, they have an address to mail cheques to:
United States Department of Education
PO Box 530260
Atlanta, GA 30353-0260

But a) I have multiple accounts, and I don't know their account numbers by heart, and b) I don't know how much I owe for each account.

I wish there was a website, or even a phone number, where I could access this information...

Seriously, though. If I'm charged a single cent in any sort of late fees, I'm going to be livid.

Mark said...

This website outage, phone outage and all in all general chaos is a mess!! I've been trying to make an online payment since the start of october. So today when I finally got to log in to make my payment it says I'm PAST DUE!! Are you kidding me?! My payment is due at the end of every month on the 28th. So being on top of things, I went to my bank account and check my statements for the entire year so far and I've NEVER been late or missed a payment. I call them up to get this taken care of and their phone lines are a mess and are down. I finally tried again but they were already closed when the lines were back up.

So needless to say they want me to make a double payment (according to the site) this month, which I can not afford.

Lauren--NY said...

"Borrowers who scheduled Web payments for debit after September 30, 2011 have been notified that their previously scheduled Web payments have been cancelled due to the transition."

Wonderful. Apparently I'm not the only one who didn't get this notification, but more importantly, the payment was not cancelled; it was debited from my account.

I haven't bothered calling yet because of all the trouble people are having with the phones. I sent an email this morning, and got an auto-reply saying they'd process it within three business days. I'm skeptical.

Lauren--NY said...

Okay, wait a second. I just remembered that this shouldn't apply to me anyway; my due date is also the 28th, so my payment was debited on the 27th. Sorry, I need a vacation.

So yes, some of us who had payments debited *prior* to September 30th have notifications that we are past due and have to pay double in October. I was right the first time. Sorry.

Zachary Fruhling said...

So yesterday (Tuesday), I was able to submit an electronic payment (not an automatic payment) through the new system. However, today, the payment I submitted no longer appears under my scheduled payments; it appears to have gone missing.

Is this a sign that the payment I submitted is just processing, or is this a sign that the payment was lost in the shuffle somehow with all the outages?

I am hesitant to submit a new payment because I do not want to pay double this month. I suppose I'll have to jump on the phone and see if a representative can shed any light on this.

Charlee said...

I just got it and by some miracle, made my payment. Saved me a check and a stamp. Thank goodness.

Maybe the site is working better today. GOod luck everyone!

Chi said...

Just an update for all out there. I was able to speak to someone on the phone yesterday and she confirmed that people were able to pull up other people's private information and loan information. She said they completely shut down the website yesterday when they were notified of this happening...tho not sure how long it took for them to be notified since their contact info doesnt work. I then proceeded to ask about identity theft and how they are going to handle it. She said she didnt know and that all she could tell me was that the website was shut down. Seriously what the hell is going on. I also asked why they havent made an announcement since that might help clear up the phone lines. no answer to that. But she did say not to worry about late payments since they know the site is all messed. I was able to get on for a second yesterday and my loan amount wasnt even right so good luck to us all.

Sorry for the poor grammar I am at work and in a hurry but figured I would at least post my update!!

Sarah S said...

Just found this blog post after searching through student loan tweets. Amazingly, this is the most resourceful info I've found on the subject, since the website gives very little explanation, and I can't get through to anyone via phone or email. My major concern is that interest is accruing daily on a balance I can't pay down...wonder if they'll refund it.

SarahS said...

also in response to the SR said... the direct loan rep in previous comment said, "Just hang in there, and bear with us."

Um, yeah, we have no choice. We don't have the option to consolidate our loans with private lenders anymore.

Anonymous said...

Like everyone else said, this has been the most informative discussion forum regarding this mess. Now I know why I can't log in today.

However, I was able to log in on the 11th just long enough to see that an additional $30k was added to my total amount and Direct Loan has no explanation for me. I just recently consolidated and my first payment is due this month. I called the consolidation department and they confirmed the original amount. I even logged into the DL website on September 30th and saw that total amount. However, Direct Loan Servicing is claiming that they received their information from consolidation, including that extra $30k. They certainly have given me a heart attack and now I have to wait 7-10 for them to do the research. Oh geez!

Anonymous said...

Today was supposed to be the big day that I finish paying off all my loans. So much for that idea...

Anonymous said...

Ha, this is awesome. (Or not.) I noticed that my auto-payment hadn't been processed as usual which means I thought I had more money than I really did. I emailed them about this whole fiasco after registering for the new site and finding it void of any of my info, including auto-pay settings or history of payments. My only email from them, dated Sept 20, informed me that "later this year" the site would switch. Apparently "later this year" is about 20 days in their vocabulary.

They processed my payment now but have not replied to my email yet. (Probably due to the other thousand emails from others sitting with it.)

So now I'm really broke. Thanks, MyEdAccount, for killing my budget and plans this month.

Sigh.

Dan said...

My payment I made on September 1 on the old site(for sept) has posted on my bank account, but the new website shows I now owe 2 months, Sept. and Oct. I completely agree with everyone that this is another government failure, and its is a metaphor for whats going on. No information what so ever. Hopefully they will be applying the payment once they transfer the old sites information. Oh yeah, no response to my contact attempts, except an automated e-mail response (false hope)

Lauren--NY said...

Guys, 1-888-877-7658 is back up. It only took me one and a half Muzaks to reach a live humanoid.

She says that they *are* aware that there are issues with the September payments as well, and when the site comes back up, they will be posted as having been received before the due date and there will be no late fees. "At least that's what we were told."

Also, she said that the site should be up in running with time to spare for those of us who have to make our October payment by the 28th. We'll see about that.

Anonymous said...

So on the 11th when the new site was briefly working, i'd scheduled a $1,000 payment(which is more than my minimum payment). It didn't go through and then the site was back down. So today I see that amount has been deducted from my bank account, but it was not deducted from my loan amount and I still show no payment history on the direct loan site. This worries me a bit, but it sounds like maybe other people have had the payment deducted and just not show up on the direct loan site yet?

Anonymous said...

Looks like it may be back up?

Anonymous said...

It may be back up, but it is still not working right. My last payment was submitted and Debited from my account on September 20th, however when I logged in on the new site to make this months payment, they do not have record of my previous payment....I sent them an email...I second the concerns about public service loan forgiveness...we need our prior payment info so that we can keep track!

Anonymous said...

Hey folks, here's an idea--File a complaint against them with the Better Business Bureau. It takes about 10 minutes, and it would be very worth our collective time to get them in trouble for this absolute failure of a transition.
I am definitely not pleased with the lack of communication, or their ability to handle their clients, despite their willingness to take our money. Let's make some changes, folks.

Here's the website-- www.bbb.org

Mike said...

I'm still having problems with accessing the new website. I finally got a hold of a representative and she couldn't help me out. I have tried four different computers and they will not load the myedaccount.com website. The representative told me to wait a few more days and call back. Anybody has any suggestions on how to make a payment/log into the website?

Anonymous said...

Those of you who think everything is hunky dory had better double check. I am in IBR and use auto-pay. Have been using auto-pay for years and don't even think about it. I was working on my budget and wanted to get some info on my loan, so I logged into the new website only to see that my payment amount is over $400 more than it is supposed to be - MORE THAN TWICE what it's supposed to be. I called and I am still in IBR, but something happened while transitioning a bunch of IBR people and our payments were reset to the standard payment amount. I'm working towards public loan forgiveness. Since payment is supposed to come out on the 28th, they can't stop it (although they are going to try). They were going to offer me a forbearance, but that still won't stop the payment. They could take me out of auto-pay, which would raise my interest rate. He told me I could have my bank stop payment - that sounds super not smart. Hopefully he can get the payment amount changed. I'm supposed to call back tomorrow. This is insane. They screw up and we end up on the screwed end. The supervisor I spoke to said "Well these things happen when you're dealing with 11 million loans." I don't care about your 11 million loans. I care about my one loan and my ability to buy groceries next month.

Anonymous said...

I called and spoke with a rep today. I was told that there website is working fine and that they did not know of any problems. That problem was on my end? I just hung up...

wobbler said...

I'm trying to use the new site today, and the site is failing with a runtime error. Apparently, the amateurs who run myedaccount don't know how to admin a windows server. The government probably paid that corporation millions of dollars for that piece of junk website, while we the tax payer foot the bill.

wobbler said...

Listen to this. The head of the Department of Education, who is to blame for all of this, is Arne Duncan. He was appointed by the current head of our government. He is a former CEO of Chicago Public Schools. Apparently, Chicago schools are so good that he was promoted to secretary of education. If you are upset about this new myedaccount website, do not vote to reelect the politician who put this man in charge. Take a look at the city of Chicago and ask yourself if you want our whole country to be as corrupt and miserable.

pat said...

I need to start making payments next week. Tried to set up my account but the site just times out! I called customer service and the rep told me that it is working fine for her! Let me just say I DO NOT WANT THESE PEOPLE HANDLING MY HEALTHCARE!!!!

Anonymous said...

I made my October payment and have a bank statement proving such, but MyEdAccount.com says I never made that payment! I spoke to a rep on the phone and he told me they're still applying those payments... what the hell? I will not continue to pay my Dept. of Education loans unless I know my cash is actually being credited against my loan!!!!

Anonymous said...

Well, after trying to login for 2 solid days (and getting the dreaded "unexpected error" message every time), I finally called. Went through the menu, and was told by the phonebot voice that I was current, but that I owed $1161. Sept. 28th (today is Oct. 27). What?!?? So, freaking out, I finally got to talk to a friendly rep who told me that all is well, and that it is a system error of sorts...and that it has to do with what my payment *would be* if I don't return my IBR info for next year...weird...we shall see, I guess. I am also worried about the whole public service forgiveness thing as it relates to past payments. Thanks, U.S. gov for epically failing to perform a secure, successful website conversion. Reeeeaaaalllyy appreciate all the stress.

Anonymous said...

Quick update (I posted the message about the October payment not being posted) a payment I scheduled on the MyEdAccount.com website was randomly and mysteriously canceled early today, seemingly on its own. What the hell was wrong with the old website?!

Anonymous said...

i have auto-debit with my loans. i called to verify everything would still go as planned with my payment due yesterday. I was assured that i did NOT need to re-submit any payment info. I did NOT need to register with the Kwick pay system, i was already enrolled. Today payment shows as late and i got notices from my credit reports that the account was recently CLOSED! I still owe over 50K. What is going on? Calling the media on Monday.

Sophia said...

Sophia~My student loan gets directly taken out on the 28th of every month. I did not receive any notification that it would not be directly taken out of my account this month and I received a bill in the mail the day before on Oct. 27th. So I tried to go on the website they directed me to a new website I signed up and it said I was enrolled but I was not sure because it had not been taken out yet. So I called and they said I was enrolled and it would be taken out by the end of the day. I looked at my bank account today and it was not taken out. I went back on edu website and now it says I am late because I did not make a payment yesterday. I am pissed and if this shows up on my credit report which it very well may. I am going to be even more pissed. Are they trying to mess our lives up. This is ridiculous. Granted I paid today, but it takes up to 5 days to process electronic debit requests. Go figure!

PamS said...

It is now Nov. 6 and I have been trying for 3 weeks to get enrolled in that site. I still have not gotten in. It seems to just stop on the verification picture. It says it's loading (like for 5 min) and then it just sits there. Is anyone else having this problem? Thinking it might be my computer I tried it at work too & I couldn't get in there either. I have my payments set up on autopay and they haven't come out yet either. i would like to set them back up but I can't get into the frickin site. How frustrating!!! Does someone have a number that I can call. I can't find that either. Thank you.

Anonymous said...

the Oct and Nov payments are showing up as past due on my account even though I paid them on time and they have been deducted from my checking account. I can log onto the new site, but it is just showing that my account is several payments past due. I called tonight (11/8) and the woman was friendly but couldn't help me because she couldn't see the payments in her system. What am I supposed to do? wait till I get reported to the credit agencies? I'm so frustrated and I know I'm not the only one. Why is this not in the news??

Anonymous said...

My 5.2 fixed interest rate (since consolidation 2001) is now 6.0 fixed. How did that happen?! Were they hoping I wouldn't notice? Who's pocketing the difference? Tricia/Trisha (a DL rep) was abrupt, not that helpful, and said they would "investigate" and I would have to get back to them in 7-10 business days, though they have all my contact info and my ten minute wait was more like 15.

Anonymous said...

Exactly! I am in the same boat, they have lost all my They also apparently lost all your prior payment history information. WTF!

Sarah J said...

Hi Zach,
I stumbled upon your post trying to find the new website to make my loan payment (thanks for that!!) and found at the end of this post:

"And here is some recommended reading on getting out from under student loan debt:"
...and though I got excited to read on, nothing followed. So was just wondering what your recommended reading suggestions are, such I am working to get out of debt. Thanks for your help!!

Sarah

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