Consumer complaint received 2017-12-01
Company: Massachusetts Educational Financing Authority
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I am writing in hopes this does not happen to anyone else, and that my problem is ultimately handled fairly. In XXXX XXXX I refinanced my MEFA loan from XXXX ( now XXXX ) using XXXX XXXX. There was an overpayment of $ 600+ paid out by XXXX XXXX , and my loan today is being charged with interest including the amount. It is now XXXX, and Im now hearing new reasons for delays. Im hearing by each company there was no error. No one wants to take responsibility for their role in mishandling my money. I reached out to XXXX and XXXX XXXX with multiple calls and Hours of time being told one thing would happen, and it wouldnt. I hear conflicting reasons why things are happening. Such as on XXXX XXXX I was assured a check was going to be sent to XXXX XXXX- a SECOND time- and a Supervisor would connect with me- I gave my phone number. No call or message to me. I was not explained during this phone call why when I called in XXXX the check had not been sent originally. And I had already called in XXXX to hear the check takes XXXX days, so I called again after 45 days, a conference call btwn XXXX XXXX and XXXX I believe XXXX XXXX. No one even then after a delay could explain why the check had not been sent. I was told it was going to be looked into. That I should call back. No one had answers. After the XXXX XXXX call, I received a check finally XXXX XXXX That can not be deposited due to how it was written- my name is in the address line and my father as a Coborrower in the name. Even if my father and I had an account together, it is not an acceptable form as written. AND we were told on conference the check wouldve sent to XXXX XXXX. So XXXX I call and speak with a Supervisor from XXXX who explains she will get back to me soon and does not know why this happened. Called today XXXX XXXX and she explained the delay is because they could not track the electronic transfer from XXXX XXXX. So Ive now XXXX XXXX made a third conference call with an XXXX supervisor who explained to XXXX XXXX what is needed- proof of statement, so it will be emailed to XXXX by XXXX XXXX. Im explained this process back and forth to have the check reissued will be another week and half. Then XXXX XXXX has said another two weeks to get to my account, along with interest. So, if I have the story right now, I should have money around XXXX XXXX. Six months after the refinance. I was also explained by this Supervisor that XXXX was the first time she sees a request for a check to get sent out ... despite my conference calls and previous calls. So either XXXX / XXXX Customer Service are deliberately saying call back and well look into it, youll get a check And then not logging the conversation with notes at the very least, OR the Supervisor is giving me misinformation regarding my account. There is far too much Error here and to be told there isnt any and its no bodys fault by the Supervisor Is disrespectful to my time and money.

Company response to consumer: Closed with explanation