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

Members of Royal Canadian Legion Branch 53 gathered at the Duncan Cenotaph on April 9 to commemorate the First World War Battle of Vimy Ridge. (Robert Barron/Citizen)
Cowichan Valley veterans remember Battle of Vimy Ridge

Members of Royal Canadian Legion Branch 53 gather at Duncan Cenotaph

City workers from Duncan were busy recently putting up street signs in both Hul’q’umi’num and English. (Submitted photo)
Hul’q’umi’num signs installed in downtown Duncan

Project a partnership between City of Duncan, DDBIA and Cowichan Tribes

Crofton Fire Department members on the scene of Twin Gables fire in February of 2020. (Photo by Don Bodger)
Citizens’ group calls for action at Crofton’s Twin Gables Motel

Crofton waterfront site called an eyesore and a nuisance property

North Cowichan is looking for public input through a survey as it updates its Master Transportation Plan. (File photo)
North Cowichan looking for public input on transportation

Online survey to be held until April 22

(Amandalina Letterio - Capital News)
Kelowna demonstrators show support for Vancouver Island logging activists

Two Kelowna men stood atop a pedestrian bridge on Harvey Avenue to raise awareness about old-growth forests

A still from the video taken of a violent arrest on May 30, 2020 in downtown Kelowna. (File)
Kelowna Mountie charged with assault for caught-on-camera violent arrest

Const. Siggy Pietrzak was filmed punching a suspected impaired driver at least 10 times during an arrest

Homicide investigators who asked not to be identified put up signs Wednesday, April 14, along the Nanaimo Parkway in the area where a body was found March 31. RCMP are asking for witnesses or dash cam footage as the suspicious death has now been ruled a homicide. (Chris Bush/News Bulletin)
Suspicious death along the highway in Nanaimo now being investigated as a murder

RCMP identify victim as Randell Charles Thomas, repeat call for any information related to the case

A screenshot from a Nuu-chah-nulth healing song and performance created in collaboration between Hjalmer Wenstob and Timmy Masso. (Screenshot from YouTube)
WATCH: Tla-o-qui-aht First Nation brothers produce COVID-19 healing song

Hjalmer Wenstob and Timmy Masso share dance and inspiration.

Health Canada headquarters in Ottawa. (Sean Kilpatrick/The Canadian Press)
Health Canada releases guidelines for reducing COVID-19 transmission at home

Improve indoor air quality by opening up your windows and doors, among the encouraged ventilation measures

(Submitted image)
B.C. martial arts gym refusing patrons who have been vaccinated, wear masks

Interior Health has already issued a ticket to Flow Academy for non-compliance with public health orders

MP Todd Doherty took to Facebook after his family recently received threats. (Todd Doherty, MP Facebook photo)
‘I don’t run and I don’t hide’: Cariboo MP says RCMP probing threats made against family

Todd Doherty has also notified House of Commons Protective Services

Two men walk past a sign on Main Street in downtown Vancouver, B.C., Monday, April 5, 2021. THE CANADIAN PRESS/Jonathan Hayward
Calls for government transparency in COVID data continue as B.C.’s 3rd wave wears on

Social media, where both information and misinformation can spread like wildfire, has not helped

Most Read