Improve chat capabilities: Users want enhancements and reliability with chat functionality.
“Your chat feature didn’t work.”
“Why do you have a chat support service that doesn’t populate? It would be helpful if it worked so I wouldn’t have to call in for simple fixes.”

Getting into app: Users want issues logging into the app resolved.
“Constantly being logged out and told the app needs to be updated.”
“The app always crashes with a ”something went wrong” message.“

Technical glitches: Users want to be reassured their payment is successful and data is secure.
“App crashes after I submit payment every time. Leaves me uneasy if payment went through and question if app is secure.”

Payment education: Users want to be more informed about loan payment nuances.

“More info on how to pay the principal. I keep paying extra but it’s only going toward the next payment.”
“The app is a little confusing of knowing where to click to see how payment was applied to principal and interest.”

Show payoff amount: Users would like more transparency when it comes to paying off their loan(s).
“Display the actual, true full-payoff amount.”
“It would be nice that when someone is paying off a student loan that there could be an option to just pay it off.”