Consumer complaint received 2018-08-08
Company: TRANSWORLD SYSTEMS INC
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On XX/XX/XXXX, I called XXXX University to take care of my past due Perkins loan. XXXX advised I needed to call XXXX XXXX XXXX as they have my account. I called XXXX and they stated that they could not pull up my account because they were doing a system update and to call back on XX/XX/XXXX. 

Called XXXX on XX/XX/XXXX at XXXX CST and they stated that my account had been sent to collections and that I needed to call XXXX XXXX XXXX at ( XXXX ) XXXX. I called them at XXXX CST and after providing my SSN, XXXX stated they do not have any account with my information. So at XXXX CST, I called XXXX back and explained the situation, this time being a little more irritated than the prior call. The representative, XXXX ID # XXXX, stated that they could try to file a Forbearance, but they don't know if it will be accepted since my account shows in Collections. I had XXXX email me the Forbearance forms and I faxed them back that same day. 

On XX/XX/XXXX at XXXX CST, I called XXXX to check status on my form I faxed over on XX/XX/XXXX. They stated they had not received my fax and will check with the account manager. 

On XX/XX/XXXX, I called XXXX again at XXXX CST to confirm they received my email from XX/XX/XXXX. but they advised I email my Forbearance form to XXXX and allow 10-14 business days to process. 

On XX/XX/XXXX. I called XXXX at XXXX CST and was on the line with them for 41 minutes. They stated they STILL had not received my forbearance form and that I should email to them while I was on the phone with them. Towards the end of the call, they finally confirmed that they did get my email and it will take XX/XX/XXXX business days to process. 

On XX/XX/XXXX, I received an email to do my Exit Interview online. I attempted to do this and kept getting errors and had to email customer service. 

On XX/XX/XXXX, I recieved an email back with a solution to the errors I was receiving On XX/XX/XXXX, I was completing the Exit Interview process but as I was finishing the forms, I received another error that my form couldn't be completed because the " Truth In Lending '' can not be signed because it does not have an associated file ''. Basically there was no form on the Exit Interview to agree to. 

Which brings us to today, XX/XX/XXXX. I received an email this morning stating " We apologize for the inconvenience. Out technical is currently working on that issue. We will going to send a paper copy of the Exit Interview to your mailing address. Kindly notify us if you did not receive a copy within a week. 

So after ALL of this back and fourth, STILL nothing has been done. I am actively trying to resolve my debt with XXXX, but their accounting service XXXX   XXXX XXXX is not doing their job in a time efficient manner. It has been OVER a month since my first communication with them on XX/XX/XXXX. I'm getting fed up with this process and need to get is resolved as soon as possible.

Company response to consumer: Closed with explanation