Consumer complaint received 2018-09-10
Company: TRANSWORLD SYSTEMS INC
State: FL
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I attended the University of XXXX Florida from XX/XX/XXXX-XX/XX/XXXX. During that time, I had a small loan. I previously paid my loan payments to a company called XXXX. XXXX is now being called XXXX. 

My payments are due on the XX/XX/XXXX of each month. Each month I log onto XXXX 's website and make my payment. On XX/XX/2018, I logged onto XXXX 's website and made my XX/XX/2018 payment. I received a confirmation email from XXXX with the following confirmation number : XXXX. 

On XX/XX/2018, I noticed the payment had not drafted from my bank account so I attempted to login to the website. The website no longer recognized my logins, nor did it recognize my SSN any longer. I attempted to call Conduent during the business hours stated on their website, which are listed as M-F XXXX XXXX until XXXX XXXX EST. Although I called during normal business hours ( XXXX XXXX EST ), I was unable to reach a representative. The phone message said the company 's business hours are only until XXXX XXXX EST despite what the published hours indicate. 

On XX/XX/2018, I called the company. I received a message advising me I was being transferred to a representative each time I entered my SSN into the phone system to access my account, but upon being transferred I would receive a message that the number I was transferred to was no longer in service. I finally decided to call the collections department, which was the only number that seemed to work. 

I spoke with XXXX in Collections at XXXX. XXXX stated she was unable to find my loan and transferred me to another department. I then spoke with XXXX. XXXX stated she was only able to find a loan for an old paid in full account. XXXX transferred me back to XXXX. XXXX conducted research and again stated that she could not locate any records regarding my loan. I read her the confirmation email I received, and she confirmed it came from them but noted there were no records of the loan in their system. XXXX then transferred me to XXXX. XXXX informed me that my loan was transferred on XX/XX/2018 to a company called XXXX. According to XXXX, I would need to call XXXX for information on my loan. I asked XXXX about the payment that I made prior to the transfer, which was received by XXXX based on the email. XXXX said XXXX would not have processed the payment since the loan was transferring. I never received ANY notification from XXXX that they were rejecting/not processing my payment. 

I called XXXX after speaking with XXXX. I spoke with XXXX at XXXX. XXXX confirmed that my loan transferred to their company, however he said that they have no way of seeing anything about the loan or accepting any payments because I am not in their system yet. I repeatedly asked who and how I was supposed to pay given that Conduent no longer holds my loan and UAS doesn't have me in their system yet. XXXX said I will not be able to make a payment until XX/XX/2018 or later because I will not be in their system until sometime after that date. I asked how to get a payment to them now, noting I am now late on my payment because they did not apply the payment sent to XXXX. XXXX said the only way to make a payment is to mail a check, but he noted it would not be applied because there isn't an account to apply it to. I asked how they would know what account to apply the check to if I don't even have an account yet and I'm not in the system. XXXX stated to just " put your name '' on the check. 

At this time, I paid my student loan timely yet I am now in default because neither lender can and/or will process the payment. It is unacceptable that XXXX did not notify me that it was rejecting the payment after it received the payment. It is unacceptable that XXXX has my loan but does not have me in their system so I can not make a payment to them until weeks AFTER my payment due date. It is unacceptable that I am now in default due to this situation.

Company response to consumer: Closed with explanation