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

A medical worker prepares vials of the COVID-19 vaccines, Chinese Sinopharm, left, Sputnik V, center, and Pfizer at a vaccine centre, in the Usce shopping mall in Belgrade, Serbia, Thursday, May 6, 2021. Serbian authorities are looking for incentives for people to boost vaccination that has slowed down in recent weeks amid widespread anti-vaccination and conspiracy theories in the Balkan nation. The government has also promised a payment of around 25 euros to everyone who gets vaccinated by the end of May. (AP Photo/Darko Vojinovic)
38 new COVID-19 cases, more than 335k vaccines administered in Interior Health

Interior Health also to start targeted vaccinations in high transmission neighbourhoods

Darren Landy stands next to his six-by-10-foot trailer that he uses to haul yard waste to the Columbia Shuswap Regional District landfill in Salmon Arm. Because the trailer is tandem axle, he is charged for disposal. There is no fee for yard waste dropped off by car or single-axle trailers. (Lachlan Labere-Salmon Arm Observer)
Resident caught in tandem-axle dilemma at Salmon Arm landfill

Darren Landy argues larger single-axle trailers loaded with yard waste are being dumped for free

FILE PHOTO
Second doses of COVID-19 vaccine will be available, as AstraZeneca supply runs low: Interior Health

Province expecting large volumes of Pfizer BioNTech as age-based cohort immunization program ramps up

Firefighters stand near the railway tracks near the Narcisse Street NW crossing in Salmon Arm about 11 a.m. Friday, May 7. (Lachlan Labere-Salmon Arm Observer)
UPDATE: Smouldering sulphur residue prompts Salmon Arm firefighter call-out

Water and foam mixture used to make sure everything extinguished

An application for the proposed subdivision and related zoning and Official Community Plan amendments proposed for 222 Temple St. will go to public hearing. (District of Sicamous graphic)
Subdivision, rezoning of large lot near Sicamous’ downtown going to public hearing

Applicant seeks to rezone portion for single family residence

(The Canadian Press)
Trudeau won’t say whether Canada supports patent waiver for COVID-19 vaccines

‘Canada is at the table to help find a solution’

A sign indicating face coverings are required by the establishment is pictured on the front door of a business in Vancouver, B.C., Friday, April 9, 2021. COVID-19 cases have been on a steady increase in the province of British Columbia over the past week. THE CANADIAN PRESS/Jonathan Hayward
A sign indicating face coverings are required by the establishment is pictured on the front door of a business in Vancouver, B.C., Friday, April 9, 2021. COVID-19 cases have been on a steady increase in the province of British Columbia over the past week. THE CANADIAN PRESS/Jonathan Hayward
B.C. to start releasing neighbourhood-specific COVID numbers after data leak

Documents obtained by the Vancouver Sun show cases broken down by neighbourhoods

Provincial health officer Dr. Bonnie Henry and Health Minister Adrian Dix update B.C.’s COVID-19 situation at the B.C. legislature, April 29, 2021. (B.C. government)
B.C.’s COVID-19 case count creeps up, seven more deaths

445 people in hospital, 157 in intensive care

Summerland’s positive test rate is much higher than surrounding local health areas, according to internal BC CDC documents. (BC CDC)
Summerland 3rd behind Surrey, Abbotsford in daily per capita COVID-19 cases

Interior Health is rolling out additional vaccine availability to the community

Cops for Kids riders will be spinning 30 feet in the air on scissor lifts at SaveOn Foods locations in Kelowna, Lake Country and West Kelowna Saturday, May 8, 2021. (File photo)
Cops reach new heights for Okanagan kids

Nor-Val Rentals is doing the heavy lifting Saturday in Kelowna, West Kelowna and Lake Country

Interior Health nurses administer Pfizer-BioNTech COVID-19 vaccines to seniors and care aids in Kelowna on Tuesday, March 16. (Phil McLachlan/Kelowna Capital News file)
People aged 30+ in Summerland, Rutland offered vaccine amid high transmission risk

Interior Health offers residents of Rutland and Summerland aged 30 and up chance at vaccine

Amazon is pausing its Prime Day marketing event in Canada this year amid ongoing COVID-19 outbreaks at its facilities in Ontario. THE CANADIAN PRESS/Nathan Denette
Amazon Prime Day halted in Canada due to COVID-19 outbreaks in warehouses

The event was postponed to protect the health and safety of employees and customers, the company says

Ally Thomas, 12, seen in an undated family handout photo, died on April 14 from a suspected overdose. Her family says they are frustrated more public supports weren't available when they tried to get her help. THE CANADIAN PRESS
Minister says suspected overdose death of 12-year-old pushing B.C. to ‘do better’

Minister Sheila Malcolmson of Mental Health and Addictions says the government is working ‘as hard as we can’ to build a system of care for youths

Lake Country firefighters assisted the RCMP on Kalamalka Lake Tuesday, May 4. (Fire Department file photo)
Okanagan RCMP interrupt houseboat break-in

Pair in their 30s arrested but no charges laid after alleged Kalamalka Lake incident

Most Read