Consumer complaint received 2019-05-06
Company: TRANSWORLD SYSTEMS INC
State: PA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I checked my credit score for the first time in XX/XX/XXXXafter accepting a seat in a graduate program. I was absolutely shocked to see that I had 9 late payments on my XXXX Loan, as I had received no notices that this bill was not being paid along with the rest of my loans each month. I called XXXX XXXX XXXXs on XX/XX/XXXX and they informed me the only way to clear my credit score of the default and late payments was to get the loan cancelled through a qualifying job. They also gave me access to my account so I could see my bill for the first time. Finally, they told me if I met the requirements for loan cancellation, all negative marks on my credit score would be erased. 


At the time, I was nearing my one-year anniversary working as a full-time XXXX XXXX. Multiple UAS representatives told me this position qualified for cancellation of my loan payment and erasure of both the default and the late notices on my credit score. I mailed the cancellation paperwork detailing a year of full-time XXXX XXXX   employment on XX/XX/XXXX. The 9 month grace period on the XXXX  Loan lasted from XX/XX/XXXX ( graduation ) through XX/XX/XXXX, and my cancellation was granted from XX/XX/XXXX-XX/XX/XXXX. 


On XX/XX/XXXX, I called to confirm my paperwork had been received. I was told to wait a little longer for processing. I was also reassured that once the cancellation paperwork was received, the default and all late payments would be cleared from my credit history. On XX/XX/XXXX there had been no changes to my account. I called and the representative told me the corrections had been processed, that the late notices would be cleared, and that I should wait until the beginning of the month to see the changes. 


On XX/XX/XXXX, I called again. I was told to wait until the beginning of XXXX to see the changes. When I told them those were my instructions from the previous month, the representative told me he would contact the account specialist. He also confirmed my credit history would be completely cleared. On XX/XX/XXXX, I called to follow up and was asked to send screenshots of my credit report. I did this while on the phone with the representative and she told me they had made an error, that she would follow up with the account specialist, and that the late charges would be cleared. ( The default was cleared at some point before this, but the 9 late notices are still damaging my score. ) She promised to call me the following day and asked me to follow up if I hadn't heard from her. 


I called again XX/XX/XXXX after the previous representative did not contact me, and was told by a different representative that my credit score had already been cleared and to wait for the beginning of XXXX. After I explained how many times I'd heard these same instructions, she told me she'd email the account specialist. On XX/XX/XXXX, my account still was not cleared. I emailed to follow up and emailed again on XX/XX/XXXX. On XX/XX/XXXX, I received a response that my account would be updated at the beginning of XXXX. On XX/XX/XXXX, I was told to contact XXXX XXXX. I did so and on XX/XX/XXXX, the XXXX representative responded : " I requested the negative history from 2/XX/XX/XXXX-XX/XX/XXXX to be deleted and 'deferred loan ' used for the same time period. Please allow 10 days for the AUD to update. '' On XX/XX/XXXX, I receive a credit score alert that 2 late payments had been removed, bringing the total late notices down to 7. On Friday, XX/XX/XXXX, my history again showed 9 late payments. The XXXX representative sent an urgent email to UAS billing service and requested another credit update. Since then, I have not heard from XXXX despite 2 follow-up emails on XX/XX/XXXX and XX/XX/XXXX. 


On XX/XX/XXXX, I called and spoke to a supervisor, who discovered a technological error that prevented my credit score from being cleared. He gave me his word this would be fixed immediately and forwarded the issue to the UAS tech department for resolution. On XX/XX/XXXX, I called to confirm the supervisor had done what he promised. That supervisor said the cleared credit history was being submitted to the credit bureaus that afternoon. 


On XX/XX/XXXX, I'd seen no change to my credit score, so I called and was told the correct information had been submitted XX/XX/XXXX. This was clearly not true, so I called back and was told to wait for the beginning of the next month. I then spoke to the manager, who  said the correct credit score was submitted XX/XX/XXXX and to wait 24-48 hours for an email. On XX/XX/XXXX, I'd heard nothing and called to inform her that UAS is in violation of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act for false credit reporting. As of today ( XX/XX/XXXX ), I still have heard nothing from UAS and my credit history is unchanged.

Company response to consumer: Closed with explanation