Consumer complaint received 2017-04-08
Company: Utah System of Higher Education
State: UT
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
My first original complaint stated o XX/XX/2017 : We obtained a student loan for our daughter several years ago with the XXXX. The loan is nearly paid off and only has a balance of {$1900.00}. On XX/XX/XXXX we went to our Credit Union and obtained a loan to payoff XXXX. The funds were mailed to the P.O. Box my daughter had sent all her prior payments to in XXXX, Utah. The XXXX. XXXX is XXXX XXXX, Utah XXXX. I kept a close eye on the XXXX website. After a week or so, I called XXXX and was told that the check was probably in their system and should clear soon. I gave it a week or more knowing that the XXXX loan still showed now delinquent. I called XXXX again and was told to gibe it a little longer and it should be applied to payoff the balance. I dug deeper into the mailing process and discovered that payments generally go to XXXX CO. The XXXX. XXXX is XXXX XXXX CO. XXXX, so I had my Credit Union put a stop payment on the check and reissue to XXXX and was sent to the XXXX CO address. I felt confident that this would be the final solution to getting the proceeds to XXXX, however, today is XX/XX/2017 and the loan still shows way too far past due. We simply want to pay off this account. I am concerned about any credit bureau repercussions as a result. We planned way far enough in advance to get this loan paid off. This has been going on since XX/XX/2017 ... Can you please intervene and help get this issue resolved? 
The CFPB responded on XX/XX/2017 with this : XXXX received your payment of {$1900.00} dated XX/XX/2017. This payment cleared any delinquency on your account. We are able to confirm no negative delinquency information has been reported to the credit bureaus by XXXX. However, we are unable to honor your requested payoff amount of {$1900.00} from XX/XX/2017, since the delay in receipt of your intital XX/XX/2017 payment and the payment dated XX/XX/2017 were not due to any error on our part. Interest continues to accrue on a loan balance in repayment until a payment is received and processed. As per our telephone conversation on XX/XX/2017 we have waived the remaining late fees as a one-time courtesy. With your payment of {$14.00} dated XX/XX/2017 your account is now showing as paid in full. You should shortly receive a " Paid in Full '' letter, indicating you no longer owe any money for these loans. 
I am simply making this public for all to read that XXXX intentionally kept putting me off with the numerous phone calls that I made though out this nightmare ... They kept telling me, do n't worry, we 'll find the payment, this happens all the time, .... When in reality, they were saying, we are glad to let the loan you took out from your Credit Union accrue interest as well as continue to charge interest on our loan. They were not interested in helping me solve my frustration, they simply turned out to be greedy. They proudly waived the late fees that should not have been assessed in the first place ... how generous on their part. The {$14.00} in interest I had to pay to avoid reprisal is a slap in my face. The subordinates at XXXX actually were very kind, but clueless. I finally asked to speak to a manager and was directed to XXXX who treated me with utter disdain, contempt and was blatantly rude and unsympathetic. He is a poor excuse of an employee and needs to be taught by his subordinates how to provide customer service. I paid the amount of {$14.00}, because I was strong armed and threatened by the manager that if I did n't agree that he would go back on XXXX 's word and charge the entire amount. He even threatened to disconnect the call, because he is XXXX. I would highly recommend anyone reading this to avoid dealing with XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation