Consumer complaint received 2018-04-17
Company: National Recoveries, Inc.
State: NC
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:
on XX/XX/XXXX I contacted the 3rd party that handle my student loan for us dept of edu. National recovery and was advised I can do the rehabilitation program and make XXXX monthly payments for 9 months to get out of default. I adv them I could pay XXXX a month and set my first payment for XX/XX/XXXX there was an issue with payment going through that day and they called me adv that the payment did not go through and that anytime a payment does not go through I will get a call to have the payment resubmitted. there was a form I needed to return for the program and had an issue returning it due to schedule so they offered me to have the package picked up from my hom I left package on my door step for 3 days and it was never picked up. I then was able to drop it off myself and told them the package was on its way. I then was due for a payment in XXXX that went through. then in XXXX on XX/XX/XXXX the payment did not go through I did not get a call to have payment resubmitted like usual so I called them no answer left a mess. I did not get a call back and according to a rep at national recovery they called and there was no answer but there was no call to me then they said the call could not be completed. I then spoke with them on XX/XX/XXXX to let them know my taxes where offset and to see how this will impact my credit I was told the only was to have this completely removed from my credit was to do the rehabilitation program s opted back in the program after I was kicked out due to non payment I was to make a payment of XXXX on XX/XX/XXXX due to my bal left was so low that my option to pay XXXX would not allow me to complete the program in 9 months as required so I was told to just make the regular XXXX payment so XX/XX/XXXX came and no payment taken out I watched my account and funds where in there and not taken out. days go by I hear nothing from this collection agency to collect. so they called me in XXXX and told me the payment of XXXX did not go through when it was to be for XXXX. I adv them that im confused at this point and don't know what they want me to do after 2 yrs of my taxes being offset I owe them XXXX and if I pay them off I will have this on my credit for 7yrs as an collection acct pif. I am in process of working on my credit and don't need this to follow me for 7 yrs so I have been trying to work with them and cant seem to get around this program because I keep getting put out the program and having to start over. I have been told conflicting information by different reps and was told different amts I owe them and us dept of education I need help resolving this matter cause I don't trust them anymore. I feel they knew they were going to take my taxes so that's why they didn't bother calling me in XXXX for my payment I was told they don't leave messages if they call me back and I told them I have gotten messages from them when something was wrong for me to call them back they were not detail messages but they left messages now they don't leave messages when they try to call all call are recorded I would like the calls listened to and my acct audited. I received bills from them with different due dates for my payments as well that I can show at a later date and I can get a call record of the calls to my cell phone.

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