Consumer complaint received 2017-12-28
Company: Account Control Technology, Inc.
State: CA
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:
I 've contacted this company since XXXX XXXX XXXX regarding my account that was taken over by XXXX as of XXXX XXXX XXXX. I was told by XXXX an account manager that a letter went out to my employer the week of the XXXX My employer finally received a letter dated XXXX/XXXX/XXXX, 9 days after what I was originally told. I called in on XXXX and spoke to XXXX myself, requesting a fax letter releasing my garnishment. XXXX stated she 'd have that letter faxed to me the same day. On XXXX I still had n't received the letter to provide my employer so after calling and leaving repeated messages I called back again and asked for XXXX 's supervisor, to my surprise XXXX answered and stated that she 'd get the letter faxed for sure. 
After repeating myself to XXXX countless times I finally received a fax on XXXX releasing my garnishment dated XXXX. I called her back AGAIN, I asked for a corrected letter releasing with the proper date. She kept going in circles about my employer receiving a refund once they received my payment since there was no account to apply it to. I have a payment that needs to be made to XXXX. This has become a headache trying to get these people to correct what was a simple request. If there will be no account to apply the payment to why ca n't a corrected fax be sent to my employer instead of waiting about a month to receive funds that do n't belong to them? 
I have to make my payment to XXXX with the funds that were withheld from my checks and it 's becoming difficult. 

The following email was sent on XXXX/XXXX/XXXX at XXXX I have attempted to reach out multiple times with failed attempts. I requested call backs for the account manager XXXX ( ext XXXX XXXX with no follow up calls. I dont know how a manager would not return phone calls. If a manager is overwhelmed my account should have been given to someone else. 

Ive requested a form stating the date my account was released and taken over by XXXX. My first request was on Monday XXXX XXXX XXXX. I then called back and spoke to XXXX herself on Thursday XXXX/XXXX/XXXX, she stated the form was mailed out on Monday XXXX XXXX XXXX. My employer and I have yet to receive this letter that should have taken 1-2 days at the most based on their location. XXXX also stated that shed have a letter of release typed up and faxed to my employer. Finally received the fax on XXXX/XXXX/XXXX with the date of release XXXX/XXXX/XXXX. 

When I received the fax I called in AGAIN and spoke to XXXX stating the release was dated with the date the fax went out, which was XXXX/XXXX/XXXX not XXXX/XXXX/XXXX. She then back tracked and stated that my account was not released until XXXX/XXXX/XXXX which XXXX stated my account was taken over on XXXX/XXXX/XXXX. This needs to be corrected, there is no reason for this delay. My fax is XXXX XXXX XXXX XXXX. My next step will be filing complaints on ACT and their employees that have failed to do their job.

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 non-monetary relief