The University of Ottawa campus is shown in Ottawa, Wednesday, April 22, 2020. Throngs of former students have been unable to reach Canada’s loans centre, which is working through a backlog of more than 30,000 applications for repayment assistance. THE CANADIAN PRESS/Adrian Wyld

The University of Ottawa campus is shown in Ottawa, Wednesday, April 22, 2020. Throngs of former students have been unable to reach Canada’s loans centre, which is working through a backlog of more than 30,000 applications for repayment assistance. THE CANADIAN PRESS/Adrian Wyld

National Student Loan Service Centre plagued by delays as requests for help soar

Current and former students said their issues with the service centre go beyond long wait times

Throngs of former students have been unable to reach Canada’s loans centre, which is working through a backlog of more than 30,000 applications for repayment assistance.

The phone lines for the National Student Loans Service Centre have been clogged since a pandemic-induced moratorium on student loan collections lifted at the end of September, the agency said, pointing to a message on its website warning about long wait times and dropped calls.

“We’re currently experiencing unprecedented call volumes and are receiving a higher than usual volume of (repayment assistance plan) applications,” said spokeswoman Isabelle Maheu.

The agency said it saw 169,000 RAP applications between Oct. 1 — when loan payments resumed — and late November. Of those, 30,600 had yet to be processed.

The plan protects borrowers from having to repay their Canada Student Loan until they are earning at least $25,000 per year, and caps payments for those over the threshold.

But current and former students said their issues with the service centre go beyond long wait times.

Jaylen Bastos, a master’s student at the University of British Columbia, has been trying in vain to reach someone at the centre after receiving an email in mid-October about payments resuming.

Bastos, who uses the gender-neutral pronouns they and them, said they called every week, but could never get through.

And throughout November, they said, calls resulted in a message saying the phones were overloaded.

But even so, on Dec. 1, the service automatically withdrew $400 from their account.

“They just took money out of my account on the same day that I had to pay rent, and I was not expecting it to happen. So I was like, ‘Oh, okay, now I just have to come up with $400 extra during this pandemic, which is questionable for income for everyone,” they said.

Bastos tried calling their bank to see if it could do anything about it, but no luck, they said.

“It’s super frustrating, because there’s no options, right? There’s only one number to call, they don’t accept email, there’s no other way to access this service or get in contact with anyone,” they said.

For the foreseeable future, Bastos said, they’ll keep calling the centre in an effort to get through — and take screenshots after each failed attempt to show they did their due diligence.

The service centre said it’s still experiencing a high volume of calls, but that call centre capacity has increased, so students are able to get through again — though that hasn’t been Bastos’ experience.

The agency spokeswoman also said calls are higher in part because autumn is when new graduates are expected to start repaying their loans.

There are also more calls because of enhanced security protocols introduced after a “cyber incident” that affected a number of government departments, Maheu said.

“Clients that require assistance to access their online account due to increased security measures are a significant portion of the borrowers calling the NSLSC,” she said.

Nicole Thompson, The Canadian Press

CoronavirusStudents

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

Interior Health reported 79 new cases of COVID-19 and two new death in the region Friday, Jan. 22, 2021. (Ben Hohenstatt/Juneau Empire)
79 new COVID-19 cases, two deaths reported in Interior Health

Both of Friday’s deaths were both recorded at long-term care homes

Interior Health reported 91 new COVID-19 cases in the region Jan. 20, 2021 and three additional deaths. (Jennifer Smith - Morning Star)
95 new COVID-19 cases in Interior Health, two deaths

Another member of Vernon’s Noric House has passed

The Coldest Night of the Year event will raise money for the local Getting to Home program. Walk virtually or in-person on Feb. 20 – there’s a place for everyone! Photo: Trail Times
Be part of Coldest Night of the Year; be part of a solution for Trail

Proceeds from the Feb. 20 fundraiser will be directed into Getting to Home

KBFR
Driver taken to hospital after hitting ditch near Genelle

Kootenay Boundary first responders attend single vehicle accident, RCMP investigate

Ron Clarke has his MBA and is owner of JBS Business Services in Trail, providing accounting and tax services.
COVID-19: How do you spell retirement?

Here’s a resolution some business owners may have made a few weeks ago, “I aspire to retire.”

Thursday, Jan. 28, 2021 is International Lego Day. (Jenna Hauck/ Chilliwack Progress)
Unofficial holidays: Here’s what people are celebrating for the week of Jan. 24 to 30

Lego Day, Talk Like a Grizzled Prospector Day and Puzzle Day are all coming up this week

A video posted to social media by Chilliwack resident Rob Iezzi shows a teenager getting kicked in the face after being approached by three suspects on Friday, Jan. 22, 2021. (YouTube/Rob i)
VIDEO: Security cameras capture ‘just one more assault’ near B.C. high school

Third high-school related assault captured by Chilliwack resident’s cameras since beginning of 2021

FILE - In this Feb. 14, 2017, file photo, Oklahoma State Rep. Justin Humphrey prepares to speak at the State Capitol in Oklahoma City. A mythical, ape-like creature that has captured the imagination of adventurers for decades has now become the target of Rep. Justin Humphrey. Humphrey, a Republican House member has introduced a bill that would create a Bigfoot hunting season, He says issuing a state hunting license and tag could help boost tourism. (Steve Gooch/The Oklahoman via AP, File)
Oklahoma lawmaker proposes ‘Bigfoot’ hunting season

A Republican House member has introduced a bill that would create a Bigfoot hunting season

Economic Development and Official Languages Minister Melanie Joly responds to a question in the House of Commons Monday November 23, 2020 in Ottawa. THE CANADIAN PRESS/Adrian Wyld
Federal minister touts need for new B.C. economic development agency

Last December’s federal economic update promised a stimulus package of about $100 billion this year

FILE - In this Nov. 20, 2017, file photo, Larry King attends the 45th International Emmy Awards at the New York Hilton, in New York. Former CNN talk show host King has been hospitalized with COVID-19 for more than a week, the news channel reported Saturday, Jan. 2, 2021. CNN reported the 87-year-old King contracted the coronavirus and was undergoing treatment at Cedars-Sinai Medical Center in Los Angeles. (Photo by Andy Kropa/Invision/AP, File)
Larry King, broadcasting giant for half-century, dies at 87

King conducted an estimated 50,000 on-air interviews

BC Coroners Service is currently investigating a death at Canoe Cove Marina and Boatyard in North Saanich. (Black Press Media File)
Drowning death in North Saanich likely B.C.’s first in for 2021

Investigation into suspected drowning Monday night continues

Kimberly Proctor, 18, was murdered in 2010. Her family has spent many of the years since pushing for a law in her honour, that they say would help to prevent similar tragedies. (Courtesy of Jo-Anne Landolt)
Proposed law honouring murdered B.C. teen at a standstill, lacks government support

Ministry of Mental Health and Addictions has concerns with involuntary detainment portion of act

Sunnybank in Oliver. (Google Maps)
Sunnybank long-term care in Oliver reports third COVID-19 death

The facility currently has an outbreak with 35 cases attached to it

Chief Public Health Officer Theresa Tam speaks during a daily briefing in Ottawa. (THE CANADIAN PRESS/Adrian Wyld)
31 cases of COVID-19 variants detected in Canada: Health officials

Dr. Theresa Tam made announces 13 more variant COVID-19 cases in Canada

Most Read