Consumer complaint received 2018-12-22
Company: TRANSWORLD SYSTEMS INC
State: CT
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On XX/XX/2018, I submitted a payment to XXXX in the amount of {$3500.00}, which was the full amount of the student loan. Payments were not yet due, but I wished to pay off the loan early. 

On XX/XX/2018, we got a notification stating that our account had been overdrawn and now had a negative balance. We saw that XXXX had charged us the full amount of the loan, {$3500.00}, twice! That same day, we filed a claim dispute with our bank, XXXX, in order to recoup the funds that had been erroneously removed from our bank. We also contacted XXXX who stated they would refund us {$3500.00}. On XX/XX/XXXX, XXXX refunded us {$3500.00}. 

On XX/XX/2018, we received a notice that our original payment had been returned and XXXX had charged us a {$25.00} returned check fee. Apparently, XXXX denied the other {$3500.00} payment that we HAD authorized, perhaps because it was not clear which one was authorized and which was not. On that same day, XX/XX/2018, we removed our bank account information from XXXX as it was clear our money was not being managed responsibly. I called XXXX and they agreed to remove the {$25.00} fee as it was not our fault they had charged us twice. 

On XX/XX/2018, we saw that our account with XXXX  had been reset to show that we again owed {$3500.00}. We called XXXX and informed them that we did not see a second refund of {$3500.00}. We called XXXX and confirmed no second refund had been deposited in our account. XXXX said they would forward our concern along with bank account screenshots to their account specialists. We watched our account for a few days to see if the funds would eventually post to our account, and they never did. We called again and sent an email complaint on XX/XX/2018. Today is XX/XX/2018, and we still have not been refunded the other {$3500.00} that XXXX claims they refunded us, and our loan account balance remains at {$3500.00}. I have contacted XXXX at least ten times, and spoken with supervisors, who continuously say they forwarded my concern to account specialists and have not received any response. Supervisors have told me multiple times that they will follow up with me, and have not kept their word. 

In summary, our money has been irresponsibly handled by XXXX  and they have failed at communicating with us in a timely manner. Although they refunded us one payment of {$3500.00}, they claimed they refunded both, but we never received the second refund. The fact that the " account specialists '' have not responded to us after we submitted the complaint on XX/XX/XXXX is unacceptable and evidence of their blatant disregard for their consumers. We put our trust in XXXX to responsibly handle our funds, and they have shown they are incapable of doing so. We would greatly appreciate help in eliciting a response from XXXX and receiving the {$3500.00} that they claimed they refunded us. This way, we can again try to pay off our loan, hopefully without the stress and anxiety that we experienced the first time.

Company response to consumer: Closed with explanation