Consumer complaint received 2020-07-01
Company: TRANSWORLD SYSTEMS INC
State: WI
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
Summary : I paid off my loan in full on XX/XX/2020 to loan servicer XXXX. My loan servicer was switched to University  Accounting Service ( XXXX XXXX XXXX ) on XX/XX/XXXX. The loan is through XXXX XXXX XXXX. Despite my best efforts, I have been unable to get my loan recognized as paid in full and receive a letter confirming my loan is paid in full. 

XXXX I make the final payment to XXXX, my total balance shows - {$0.00}. 
I email XXXX about next steps, they say it will resolve in the next 6-10 days. 

XXXX My loan transfers to UAS. 

XXXX I call UAS to ask about why I owe {$43.00} instead of - {$0.00}, and I am told they are still uploading statements and I should wait until tomorrow. No statement is ever uploaded. 

XXXX I use the secure message service on UAS website to ask about the owed amount. I never receive a response. 

XXXX I call UAS to ask about amount owed again. I am told the rep will email someone at UAS to resolve the issue. I never hear back. 

XXXX I call XXXX XXXX XXXX. The XXXX rep sets up a conference call with UAS. The UAS rep submits a request to have the amount cleared. The UAS rep says he will call back later that day no matter what the response is. He never calls back. 
The XXXX XXXX XXXX rep tells me to call her if they do nothing, and shell give me the {$43.00} in my account. 
I call the XXXX rep at the end of the day and leave a message that they did nothing. 

XXXX The XXXX  rep calls back and deposits {$43.00} money into my savings account. 
I make a {$43.00} payment to clear the balance I shouldn't have owed. 
I am unable to pay the additional {$0.00} interest, as I still have - {$0.00} principal. It shows I have {$0.00} interest and - {$0.00} principal XXXX I email UAS asking if I owe anything else on the loan. I never receive any response. 

XXXX I call UAS. I am told I have a {$0.00} current balance and that no additional payment can be made on the loan. I am told my loan is not showing paid in full. The rep promises to email someone at UAS that will either clear up the issue or email me with next steps. I never hear back. 

XXXX I send the same message to XXXX. 

XXXX I receive a generated statement from UAS that I have a {$0.00} balance and no late fee. 
XXXX responds to my secure message, but tells me they are unable to help, and suggests calling UAS again. 

XXXX I call UAS, and they tell me they are working on getting paperwork from XXXX to confirm the loan is paid and closing it out. I plan to call back in a week and see what happens. 
I respond by secure message to SCU about the status UAS reported. 

XXXX I call UAS, and I am once again told they are working on it and that I will very soon receive an email confirming they are working on it. I tell them I will be filing a CFPB complaint on the XXXX. 

XXXX For the first time since UAS received my loan, I receive an email from a UAS rep that they recognize my loan has a {$0.00} balance and they are requesting a paid in full letter for me. 

XXXX I submit a CFPB complaint. UAS has had an entire month to resolve my issue, and ignored many secure messages, emails and calls. They only responed by email when I threatened a CFPB complaint. I don't know what else I can do to resolve the issue at this time.

Company response to consumer: Closed with explanation