Date Received: 2018-09-05T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: XXXX XXXX XXXX, previously XXXX XXXX, is the loan servicer for a PLUS loan I incurred while attending XXXX XXXX. Since XXXX, I have been timely making monthly payments on my loan via XXXXXXXX XXXX online website with no prior issues. On the evening of XX/XX/XXXX, I accessed XXXXXXXX XXXX website to log in and make my monthly payment. Upon entering my information and attempting to log in, I received a message that the ” service was temporarily unavailable ” and to ” try again later. ” I tried to access my account again on XX/XX/XXXX and XX/XX/XXXX and received the same message. At that point, I called XXXXXXXX XXXX customer service phone line, only to encounter an electronic interface that would not recognize my account number or SSN. Despite best efforts, I could not get in touch with a representative of the company. I also attempted to use XXXXXXXX XXXX online email function to report my issue, but was met with the same problem, namely that it would not transmit my email. A quick Internet search revealed that many other customers are experiencing the same exact problem with XXXX. As such, I can not make my payment on my student loan — which can only result in negative impacts to my credit score, late fees, etc. And evidently the company can not be contacted to resolve this issue on its end. In addition to this complaint, I have filed a complaint with the Connecticut Attorney General ‘s Office.


State/Zip: CT

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3010657

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