Consumer complaint received 2018-03-12
Company: HEARTLAND PAYMENT SYSTEMS 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:
My loan was serviced by XXXX. I applied for, and qualified for, the law enforcement cancelation for my Perkins loan. I am an attorney working for the XXXX XXXX  Staff of the California Supreme Court. My sole responsibilities are to review, conduct research for, and assist the judges in criminal death penalty appeals. My loan was transferred to XXXX XXXX I applied again for the cancelation and was notified on XX/XX/XXXX, that my claim was denied because they state I did not qualify. The terms as posted on their website at XXXX XXXX XXXX state : " To establish the eligibility of a borrower for the law enforcement or corrections officer cancellation provision, the school must determine that ( 1 ) the borrowers employing agency is eligible and that ( 2 ) the borrowers position is essential to the agencys primary mission.

1. A local, state, or federal agency is an eligible employing agency if it is publicly funded and its activities pertain to crime prevention, control, or reduction or to the enforcement of the criminal law. Such activities include, but are not limited to, police efforts to prevent, control, or reduce crime or to apprehend criminals ; activities of courts and related agencies having criminal jurisdiction ; activities of corrections, probation, or parole authorities ; and problems relating to the prevention, control, or reduction of juvenile delinquency or narcotic addiction.

Agencies that are primarily responsible for enforcement of civil, regulatory, or administrative laws are ineligible. However, in recognition of the fact that the activities of many divisions and bureaus within local, state, and federal agencies pertain to crime prevention, control, or reduction, or to the enforcement of criminal law, the Department has determined that a sub-unit within a larger, non-law enforcement agency may qualify as a law enforcement agency for purposes of a law enforcement cancellation.

2. For the borrowers position to be considered essential to the agencys primary mission, he or she must be a full-time employee of an eligible agency and a sworn law enforcement or corrections officer or person whose principal responsibilities are unique to the criminal justice system and are essential in the performance of the agencys primary '' Specifically : " activities of courts and related agencies having criminal jurisdiction. '' I contacted Heartland several times the week of XX/XX/XXXX. I was told by the representatives that I did not qualify. I requested to speak with a supervisor and was told on Wednesday XX/XX/XXXX I would receive a call in 48-72 hours. On XX/XX/XXXX I had still not received a call and contacted Heartland again, I was told I would receive a call by XXXX  est. At XXXX  est I had not received a call and again contacted Heartland. I was told that an attempt to make a call was made at XXXX  and the caller received a busy signal. I was not on the phone at that time. Furthermore, the number was a cell phone which has call waiting, so they should not have received a busy signal, at worst a voicemail. I was then told that I would have to wait another 24-48 hours. I am still waiting for that call.

Company response to consumer: Closed with explanation