What a great forum. I wish I knew about this forum 2 months ago...

Here is my history:

Prior June 10, 2004: Made regular payments of approx. $33/month on my CIBC student loan (Obtained thru OSAP, August 2000). Never late at all. Not even by a second.

June 10, 2004: I realize I have less than $200 owing on my CIBC student loan. I contact a CSR requesting information in how to pay it off. I was advised to send in a fax with my student loan account number, and the sentence 'I authorize CIBC to debit $287.60 from my account on file, the remaining balance of my CIBC student loan account'.

October 20, 2004: I receive 2 envelopes from CIBC - both containing identical letters dated September 17, 2004 stating I had NOT paid, and I was in jeopardy of being sent to collections.

October 30, 2004: Approx. 12:30 noon, I went into a local CIBC branch. As the fax had been bungled, I insisted on speaking with a real person. The person brought my account on her screen, and gave me the most current oustanding balance. I paid cash to her, and received a receipt in turn. She assured me it was paid off.

November 26, 2004: I received a letter from a collection agency (NOR-DON) dated November 23, 2004. This letter stated that I had $213.30 owing, and the agency was acting on behalf of the Ontario Management Board Secretariat. I had 30 days to act before the claim would be registered with the credit beaureau. I promptly called the CIBC student loan centre and was flat out told that no, I never did make a payment. I assured the CSR that I did, and had a receipt in my hand (called a Student Loan Accelerated Deposit slip). The CSR again said no, I never paid. I demanded to speak with a manager.  The manager told me the following:

• CIBC received my fax request to have the remaining amount debited from my account on June 11, 2004
• CIBC attempted to debit my account on June 11, 2004, but the attempt was declined
• Because I waited until October 30, 2004 to pay, my account was in 'Transit' - to be sold back to the guarantor (I assume Ontario Management Board Secretariat).
• Suggested I call the Ontario Management Board Secretariat.

December 2, 2004: I called the Ontario Management Board Secretariat, who told me that since I paid off my account, and the government paid off my account, that I should call CIBC Student Loan centre back. Obviously something was amiss, because my loan was paid off twice.

December 2 2004: I went in to my local branch of my regular bank to do an investigation for the payment (Dated June 11, 2004). My bank has no record of an attempted authorized debit from CIBC since my last regular payment of $33 in May, 2004, nor do they have any record of any NSF charges that would've ensued from a non sufficient return.  My bank CSR and I speculated that perhaps CIBC attempted to debit from an incorrect bank account.

December 3 2004: Called CIBC Student Loan centre, and spoke with a new CSR. This person was empathetic and understanding. She assured me that she would initiate a dual investigation:

1) Investigate the failure of CIBC to debit my account for the amount outstanding as per my instructions sent via fax June 10, 2004.

2) Investigate why I am in collections, if I paid off account October 30, 2004.

I got off the phone with this person feeling better.

December 13, 2004: Received a letter from CIBC dated December 7, 2004 stating that after investigating my account, CIBC has found no error on their part, and I am to proceed to work with the collection agency to pay off the amount 'owing'.

Today, December 20, 2004: I again called the Ontario Management Board Secretariat. I was once again told that this is CIBC's issue, and I will not get help from them. I was given the CIBC Ombudsman phone number (long distance, I might add).

I called the collection agency, to ask for a reprieve while I try to find out what is going on. I had to leave a message on a voicemail.

I went into the CIBC branch to talk to a real person again. The gentleman I spoke to was baffled, apologetic, and assured me he will get the situation rectified. I sat with him in his office while he made some phone calls. I almost felt bad for him, as he was getting the exact same runaround I have been getting.  He obtained a copy of all my documentation, and assured me it will be cleared up by end of day. I have yet to hear from him.

--------------End of story. So far... ---------------------------

I feel victimized by CIBC's lack of understanding of my situation, lack of communication, and poor record keeping. I have been called a liar by 2 different CIBC CSR's, and a CIBC manager. I am also deeply annoyed that CIBC received my payment in full, and then 2 days later, collected the full payment from the Ontario Management Board Secretariat.

I have invested approximately 6 hours in my own time for investigations into this matter, and as well, have dealt with undue stress. I fear that my credit will be blemished (which will affect my standing with an extremely competetive job application, and will affect my goal of purchasing a home).

If anyone has any further suggestions, I deeply appreciate it.

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Thank you for your time.

Welcome. You are in good company, LTeeple. I worked for them for 11 years and I was STILL called a liar. So it ain't you.

But you've come to the right place...I'd contact Johnny, considering you've jumped through all the hoops yourself and gotten nowhere.

Look on the main page for the CWG link...

Poly

LTeeple,

It's definitely not you!!  poly is right!

I can empathize with you--I have also been assumed a liar.  It seems the banks and the government and the lawyers are never wrong .

It sounds like you have worked very hard at solving this and Johnny can help you out if you want.

--------------------UPDATE---------------------------------- -

I got a hold of the collections agency, NORDON yesterday.

I was told that I need CIBC to 'recall' the loan. Question: What is a loan 'recall'?

Haven't heard any resolution from the CIBC personal banker yet. He is definitely trying for me. I figure he's getting the exact same runaround I have been. Poor guy, I almost feel bad for him!

Thanks for the empathy, above posters. I appreciate it. Right now, I'm gearing up to buy a home, and I fear that my credit will be affected. Since CIBC won't admit that they lost the final payment (TWICE!!) then I fear I'll end up paying the money to protect my back. That is just not fair!

I have to say, after reading everyone's difficulties, I sincerely feel embarassed to post my measly problem here! I pray for a resolution to all you who are suffering.

I believe a loan recall means that CIBC can have the loan taken out of collection status and dealings are back with the bank.

I could be wrong though....I'm hoping not . Could someone else verify???

 That is what recall is. The lender would recall it from the collection agency.

 If it is discovered by the lender that errors have occured which resulted in the account being closed off and defaulted, then they must recall the loan. Otherwise, it would be an offense. The trick is proving it as everyone is aware. The other reason would be rehabilitation or reconciliation.

 Johnny

Hey, Islander...I DID receive sign once that monkeys DO have the ability to fly out of my back passage...

...A letter of apology from the CIBC offering to recall all my loans!!! So, it CAN happen, LTeeple...

And, BTW, don't be embarrassed. It's not the amount of money involved that counts, it's the PRINCIPLE. Your problem is as valid as anyone else's...

Poly

... But wait! There's More!

Yes that's right, the saga continues...

I called the collection agency today to let them know that I am actively working with a CIBC personal banker on this matter. The lady was rude, belligerent and basically not very helpful until I flat out told her I was looking for information ONLY. She was giving me some schpeal about 'You have no idea how many ppl I deal with who claim it's not their fault, ...' blah blah blah, yadda yadda yadda. I heroically supressed the urge to say that you chose the line of work lady, enjoy.

Anyways, they told me that it's up to CIBC to pay the gov't (Ontario Management Board Secretariat), who in turn will cancel the collection action. The Ontario Management Board Secretariat will be the ones who will have to remove the derogatory remark on my credit history regarding this issue (I feel a BIG fight over this one..).

I got home from work today, and there was a letter waiting for me from CIBC National Student Centre. It's a cheque for the FULL AMOUNT I paid in October (when I originally THOUGHT I had everything paid off!!). There is NO letter of explanation, just the words 'Returning payment to student'. I believe they are trying to absolve themselves of the responsibility of the mistake.

I am NOT cashing the cheque. I am taking this in to the personal banker, and telling him that it is CIBC's responsibility to clear this up, as the mistake was theirs. I really love how there is no explanation. They are really passing the buck here, and I am DISGUSTED. In a sense, there is a marginal victory for me, as they acknowledge (thru the cheque) that they DID receive money.

Any other advice is, as always, greatly appreciated.

Cheers