Consumer complaint received 2019-09-09
Company: Immediate Credit Recovery
State: TX
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:
On XX/XX/XXXX, I filed a complaint with CFPB. I explained in my previous complaint how a collection agent was garnishing my wages and that the debt was not even valid. The response from CFPB was to contact the assigned collection agent. I spoke with XXXX XXXX, Manager with the Wage Garnishment Dept of Immediate Credit Recovery. She gave me the address where to send my Request for Hearing at the Dept of Education 's Wage Garnishment Hearing Branch. I send my ink-signed letter requesting to stop the Wage Garnishment along with my budget information and supporting documentation showing my budget was already in the " red '' prior to the garnishment and that the garnishment was causing extreme havoc on my finances. Near the end of XXXX, a rep from ICR called me to say they had received a response from the Dept of Education Wage Garnishment Hearing Branch - there were two parts to the response : 1. one document was poor quality and I needed to send a better copy ; 2. Nothing else needs to be done was the response from Dept of Ed. I resent a better copy of the document requested, which was received on XX/XX/XXXX. I called on XX/XX/XXXX and was told they needed 21 days to review and that I should call back on XX/XX/XXXX. I called back on XX/XX/XXXX and a rep with the XXXX XXXX XXXX sent a fax to request to stop the Wage Garnishment. The following Friday, my pay was still reduced so I called later that afternoon ( XX/XX/XXXX ). I was told the fax was stopped and did not go to my Payroll Dept because I did not have a Hardship on file. I explained that I did have a Hardship on file and that a decision had already been made. The XXXX XXXX rep told me that I did not have a Hardship on file because I did not use their particular form. I explained that I was told by XXXX XXXX of ICR that the only problem with using this form was that I would be agreeing to the debt. I could not sign and send that form since I do not agree with the debt as my loan was fraudulently refinanced prior to XXXX ( that is when I first learned of it ). I also explained that I had sent an ink-signed letter requesting the Wage Garnishment be stopped and also sent a detailed budget along with supporting documents. I asked how could I not have a Hardship on file when the Dept of Education Wage Garnishment Hearing Branch requested a better copy of one of my documents. I also reminded them that you will see notes in my file from XX/XX/XXXX which say " Nothing Else Needs to be Done ''. I have spoken with countless reps of XXXX XXXX XXXX. None seems to scroll/read the notes all the way down and just copies what the last person said which is that I do not have a Hardship on file. I am not able to reach the Dept of Ed. When I call the Dept of Education, I am required to enter my SS number. Once my SS number is entered, I am automatically transferred to the XXXX XXXX XXXX. This entity is a contractor hired by the Dept of Education and they are undermining the Dept of Education 's decision in the matter. My financial situation has deteriorated even more since this garnishment started. I now have a new credit card which is almost at its limit and my other two are at their limit. I also have a new medical debt since this garnishment has started ( not even included on the budget I sent ). I am making payments to the XXXX XXXX Hospital as I had to have a XXXX due to a large XXXX XXXX. I am XXXX and can not even keep funds in my 401K. I have no regular savings or retirement savings and I am trying to get my grandson through school. I have sent another letter of complaint dated XX/XX/XXXX directly to the Dept of Education Wage Garnishment Hearing Branch recounting what has happened and asked if someone could contact me - nothing to date. I have asked two different employees of the XXXX XXXX XXXX to send me the Hardship form to fill out ( I will cross through the part which says I am agreeing to this debt ) and was told twice it was sent - to date, I have not received a copy of that form by mail or email. I asked to speak with a supervisor and asked that supervisor to escalate my case to her manager ( since she said I could not speak with a manager ). I was told they could not call me back, they could not email me back and they could not send a response in the regular mail. The only way for me to learn what the manager said about my case was to call back and check. That supervisor said to call back in two days. When I did, the rep on the phone said there was no note of my request to be escalated to a manager. I am now starting to think they are playing games with me because I filed a complaint with the CFPB - they are going to show me. My request is for someone with the CFPB to inquire and find out exactly what is going on with my case - where do I stand - when will this garnishment stop. The garnishment is not even on a valid debt. And most importantly, I understand I can receive a refund of the funds taken from me - how long will this take? I can be reached day or night at XXXX. Thank you for your help, XXXX XXXX. XXXX.

Company response to consumer: Closed with explanation