Consumer complaint received 2018-02-03
Company: College Ave Student Loan Servicing, LLC
State: CA
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:
In XX/XX/XXXX, I used College Ave to refinance a loan I had with XXXX ( now XXXX ). There was an overpayment by College Ave in the amount of {$630.00}. It is now XX/XX/XXXX and I have yet to be reimbursed despite many phone calls and promises of further action. In the most recent portion of the saga, XX/XX/XXXX I received a call from XXXX they issued the refund to College Ave ( after reaching supervisors and filing a complaint for XXXX  with CFBP ). I made a conference call XX/XX/XXXX to confirm what information each company needed, and was told by College Ave Rep/Supervisor it would take up to 2 weeks to process this check once received. Allowing for holiday time etc, I called XX/XX/XXXX and was transferred to same College Ave Supervisor XXXX. There was no receipt of the check. After arranging to speak again with XXXX on XX/XX/XXXX, I made more conference calls and received tracking information and address to where the check was sent with both parties on the line. I was assured by College Ave Supervisor this would take a couple days to track using this information, up to maybe the following Mon XX/XX/XXXX. 
I called the next Thurs XX/XX/XXXX directly spoke with College Ave Supervisor and she said her company was still researching my check, and she would call me back. No call back. I called Fri XX/XX/XXXX, and spoke to another woman answering the College Ave Supervisor line and requested her to provide me with whatever update information she could. I received no call back. It will be a complete 7 months of this back and forth. I thought it was XXXX mainly for delaying and sending the wrong check twice. Now from College Ave Im receiving faulty promises that this is being expedited and that they are understanding of this recent delay. Im being told they care but no action has taken place. It has been 7 weeks or so since the check left XXXX. I was told 2 weeks to process. It has been another 7 Business days ( 10 days ) that I was told this was getting looked into, they said it would be 2-3 days. I was told I would be called back. I was not. I feel disrespected and as if someone has stolen this {$630.00} from me- not to be so dramatic, but I dont know whom I can trust that Im ever going to get my money back. My loan is being charged with interest amount ( {$20000.00} ) with my already paid money. And even the interest Im supposedly promised to be returned to me once the check is in, does not make up for the HOURS and angst Ive spend calling and emailing tracking this money down. Ive only shared about the phone calls in the past two months, there were a dozen more between the two companies I have records for. I am writing in hopes College Ave reviews their practices and how they handle overpayments/refund checks in the future, and also in hope that I will actually receive my refund and interest. Im not sure how more to escalate this. Thank you for your time.

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 monetary relief