Date Received: 2018-09-18T00:00:00

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: My loan was transferred to XXXX XXXX by my college. XXXX then became XXXX, and since then I am unable to access any account information. Their website has stated that the login function is ” temporarily unavailable ” for over 4 months. I can log in by using the ” change password ” function, only to have no accounts displayed. Calling in also results in being told there are no accounts under my social security number.

I am thus unable to view my current balance, method of payment, or any account information at all. Research shows that it is a common problem. I should not be completely prevented from obtaining information related to my loans if XXXX wishes to be the servicer.


State/Zip: NY 128XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3022437

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.

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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