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

Just Posted

Gwen Spencer Hethey with her uncle and mentor Major Frederick Richardson. (Courtesy of Greater Victoria Sports Hall of Fame)
‘She was a killer’: The Victoria woman who pioneered female sharpshooting

Gwen Spencer Hethey made military men ‘look like turkeys’ says her son

Anita Troop officially turns 100 on Sunday and cards are pouring in from around the world. (Courtesy Marina Miller)
Cards roll in from around the world for West Shore 100 year old

About 100 cards have come for the woman who turns 100 on Sunday

A cardboard man bearing Queen Elizabeth II’s royal cipher has been placed in a window at the Royal Theatre for at least several days. (Evert Lindquist/News Staff)
Mysterious cardboard figure appears in Victoria’s Royal Theatre window

The identity of the figure, which was moved there amid cleaning, remains unknown

Black Press file photo
RCMP seek suspect in Vancouver Island-wide crime spree

Crimes stretched from Deep Bay to Qualicum, Ladysmith, Chemainus and Youbou

Karl and Stephanie Ann Johanson were thrilled to spot a pair of Sandhill Cranes in the Panama Flats this month, an unusual appearance for such birds. (Photo by Stephanie Ann Johanson)
WATCH: Sandhill cranes an unusual, joyful sight in Saanich parkland

The birds don’t often touch down in the south of the Island

A small pod of Pacific white-sided dolphins pass by close to shore in Campbell River June 16, 2021. Still capture from video courtesy of Kimberly Hart
VIDEO: Dolphin sunset captured from Vancouver Island shore

Spectacular setting for view of travelling pod of Pacific white-sided dolphins

A lotto Max ticket is shown in Toronto on Monday Feb. 26, 2018.THE CANADIAN PRESS
No winning ticket sold for Friday’s $70 million Lotto Max jackpot

The huge jackpot has remained unclaimed for several weeks now

Police are asking for public assistance in locating Anthony Graham who has been charged with the murders of Kamloops brothers Carlo and Erick Fryer. (RCMP photo)
2 charged, suspect at large in killings of B.C. brothers linked to gang activity: RCMP

Kamloops brothers Erick and Carlo Fryer were found deceased in May on a remote Okanagan road

Albert Health Minister Tyler Shandro and Alberta Premier Jason Kenney unveil an opening sign after speaking about the Open for Summer Plan and next steps in the COVID-19 vaccine rollout, in Edmonton, Friday, June 18, 2021. THE CANADIAN PRESS/Jason Franson
Alberta 1st province in Canada to lift all COVID-19 public health restrictions

70.2% of eligible citizens 12 and older in the province have received a dose of the vaccine

Fraser Health registered nurse Ramn Manan draws a dose of the Pfizer COVID-19 vaccine into a syringe at a walk-up vaccination clinic at Bear Creek Park, in Surrey, B.C., on Monday, May 17, 2021. THE CANADIAN PRESS/Darryl Dyck
‘Honour our fathers’ with COVID-19 vaccine protection, B.C. urges

109 new cases Friday, 75 per cent of 12 and up immunized

Freighters have becomd abundant in the Trincomali Channel on the east side of Thetis Island.
Nanaimo ponders taking on waste from nearby anchored freighters

Vancouver-based Tymac petitioning the Regional District of Nanaimo to accept waste at its landfill

(Paul Henderson/ Chilliwack Progress)
Trutch Avenue in Chilliwack to be renamed to remove racist taint

New name to have Indigenous significance as Chilliwack takes new step toward reconciliation

Canadian Prime Minister Justin Trudeau is seen during a joint news conference following the EU-Canada Summit, in Brussels, Belgium, Tuesday June 15, 2021. Trudeau says Canada is on track now to have 68 million doses delivered by the end of July, which is more than enough to fully vaccinate all 33.2 million Canadians over the age of 12. THE CANADIAN PRESS/Adrian Wyld
Vaccine deliveries enough to fully vaccinate all eligible Canadians by end of July

Three in four eligible Canadians now have their first dose, nearly one in five fully vaccinated.

Most Read