Consumer complaint received 2020-07-09
Company: F.H. Cann & Associates, Inc.
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I am filing a second complaint against FH Cann and Associates. I am doing so because I am appalled at the response they gave me on the first complaint I submitted through you the C.F.P.B. 

On the first complaint, I described how I had enrolled myself in the student loan rehabilitation program through FH Cann and Associates. I did so at the behest of the Department of Education because they informed me they had already assigned these student loans over to collections. FH Cann and Associates was the collector who the student loans were assigned to. I also described how the representative at FH Cann and Associates took me through the process of figuring out what the payment for the rehabilitation program would be based on my current living situation. At the time I was told my payment would only be {$5.00} a month. It was determined that because I was on maternity leave and I was not receiving any benefits either through work, unemployment, or XXXX, {$5.00} was all that was required of me. 

At the time of this enrollment phone call, never once was I told I would require financial documentation to " complete the enrollment '' as they claim. In fact, even if I was told financial documentation was required as claimed in FH Cann and Associates ' response to me in my first C.F.P.B. complaint against them, I already told them there is no documentation to provide nor would there be. Because I was on maternity leave without pay, wasn't receiving XXXX, and wasn't receiving unemployment benefits, I wouldn't have any financial information to give them above and beyond what was already provided to them over the phone. Does FH Cann and Associates expect me to conjure up paystubs or benefit documents that do not exist magically? If I needed to provide some sort of document in regards to income when there was none, why wouldn't they tell me that in the first phone call? Why did they wait until XX/XX/XXXX of XXXX to tell me this! By their own admission, they didn't even tell me this when we spoke on XXXX of XXXX and at that point I had already been enrolled in the program since XXXX of XXXX! You would think they would have known if there was missing documentation or an incomplete enrollment application by that point and would have notified me as such. Not notifying me of these requirements while keeping me " enrolled '' and making payments in the student loan rehabilitation program that would never be completed is deceptive, malicious, akin to a bait and switch tactic, and shows complete incompetence as well as improper servicing of this account at my expense. 

What am I supposed to do now? I can't get those nine months back. By the way, in reality its more like 16 months because while the CARES act is in place, I can't begin making payments that would count towards a rehabilitation program until XX/XX/XXXX. To respond to my initial complaint by saying " During on XX/XX/XXXX, our representative made you aware of the missing documentation and advised you on the status of your account. On XX/XX/XXXX, our representative attempted to reenroll you into the program, but you chose not to listen to the programs benefits and insisted that your previous payments be applied to your new enrollment, '' and then begin quoting rules and regulations to me, they are essentially telling me that I'm screwed and that they have no empathy nor sympathy for my plight of their mishandling of my account. They are also attempting to deflect blame to me even though they are the ones that never advised me properly nor instructed me of further requirements until AFTER I had completed my nine monthly payments. I'm not just griping about this for no reason, I have a newborn and need my credit to be able to provide things of necessity such as a new place to live or a safer vehicle that I can transport my child in. Now, my credit won't be ready to do these things at a reasonable or preferred rate until late XXXX! AND ALL BECAUSE FH CANN AND ASSOCIATES NEVER BOTHERED TO TELL ME I NEEDED TO PROVIDE DOCUMENTS THAT DIDN'T EXIST FOR ME UNTIL XXXX OF XXXX WHICH WAS 2 MONTHS AFTER I COMPLETED MAKING MY 9 MONTLY PAYMENTS! 

Again, I don't know what else to do. I completed my enrollment of this program. I followed the instructions provided to me by FH Cann and Associates. I made the 9 monthly payments on time as required by the department of education to satisfy the program. If I'm being told that I have to begin all over again and that I have to wait just to begin this much needed program after already completing it in XXXX of XXXX, then I will be forced to speak with counsel and set this matter for litigation. I'm not going to let FH Cann and Associate 's incompetency and deception to harm me without consequences.

Company response to consumer: Closed with explanation