CFPB Complaint


Consumer Complaint Submission

Date Received: 2018-10-01T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: In XXXX, some of my loans held by XXXX XXXX, were transferred to XXXX. I had already sent in my XXXX payment. I called them and they told me that they would transfer everything and that I would not be considered past due. I kept sending in the payments, and they were not applied to my account. In XXXX, my XXXX payment and my XXXX payment were not posted. However, my XXXX payment was.

I had been sending the payments to the wrong address. That has since been corrected. However, they applied the XXXX payment and then told me my XXXX payment — since it went the wrong address — would be refunded to me. That did not happen.

Instead, Access sent it to another subsidiary — XXXX, who is servicing a loan that I am currently not repaying — and then claimed I owed XXXX a XXXX payment. Access sent my payment to XXXX without my consent. I sent in a XXXX payment, but since XXXX had my XXXX payment, XXXX applied my XXXX payment to XXXX, and so on. So I have been paying on time, every month, but XXXX does not credit my account. Even though they receive my payment.

I have been talking to them for six months. My payments always post no later than the XXXX. I want them to fix this issue, but they will not. I need help.


State/Zip: CA 945XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3033577

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.

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Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.

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