Consumer complaint received 2019-12-11
Company: TRANSWORLD SYSTEMS INC
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Uas is the lender and XXXX is the attended university .... 



Good Afternoon, I am writing to you about a problem that might be affecting many graduates of XXXX University. 

The student loan payments are being taken over the phone which includes the bank account number, routing number and the dollar amount for the loan payment. A confirmation number is given but UAS is not completing the transaction which is adding extra interest since the payments are not being processed. 
I recently went online and registered the account since it was so frustrating speaking to the representatives and found 5 occasions where I was given a confirmation number but the UAS did not process the payment. Personally, this dates back to XX/XX/XXXX and as recent as XX/XX/XXXX If this is a known issue with UAS they are covering it up by not posting any information on their website, mailing the student loan customers, or making all the schools aware of the issue. Obviously, they are making more money on the interest because the payments are not being processed. The total amount of payments not processed total almost {$500.00} for me. 


Sincerely, XXXX XXXX Here is an attachment and every payment listed that was cancelled by UAS after a confirmation was given. On some occasions the representative on a recorded line neglected to enter the information into their system. Obviously, this needs to be corrected and proper credit given to the student loan customers. 
Someone from UAS is supposed to be contacting XXXX about this issue. 

Please confirm receipt of this email and let me know if any other information is required. If this issue should be handled by someone else at XXXX please pass it on and keep me advised of the resolution. 

Sincerely, XXXX 2nd email Hi, I have been paying my student loan since XXXX and I noticed that on 6 occasions I received a confirmation number but the payment was not processed and extra interest has accrued. The dates in question are XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. These payments total {$580.00}. 

It shows 16 payments of {$100.00}, a payment of {$50.00}, a payment of {$84.00} and a payment for {$42.00} which totals {$1700.00}. 

I receive a note stating in writing that my payment has been processed or over the phone with a confirmation number - How does UAS reimburse the extra interest when the problem is the processing or lack of processingat UAS? 

Sincerely, XXXX XXXX XXXX XXXX, did you understand the question? Please pull the calls and review the attached photo. 

I noticed that on 6 occasions I received a confirmation number but the payment was not processed and extra interest has accrued. The dates in question are XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. These payments total {$580.00}. 


Thank you, XXXX Show quoted text Look under transactions and you will see the payments - I was given a confirmation number but they were canceled - not processed for almost {$500.00} Show quoted text Dear XXXX Thank you for contacting University Accounting Service. 



Your issue/concern was escalated to one of our supervisors and has sent your account to the Account Specialist for review. We will send you a feedback as soon as we receive from them. 

Show quoted text 3rd email

Company response to consumer: Closed with explanation