Consumer complaint received 2018-05-30
Company: URS Holding, LLC
State: MI
Product: Debt collection
Sub-product: Federal student loan debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
In XX/XX/XXXX, I changed my last name back to my maiden name. At the time, my loans were in deferment status. I was getting e-statements. And I was unable to login online. Every two months, I called the servicer to try to login and view my account. The website kept saying there was a name social security mismatch. Calls were made to the service center regularly. I was always transferred to a manager because no one could resolve the issue. I started going back to school because I didn't have the money to pay them back and I was hoping the education would help me to find a decent job. In XX/XX/XXXX, I was still unable to login to my account. I asked for help from a supervisor again. Each time I spoke with someone, no one was able to resolve the issue. So I applied for a forbearance in  XX/XX/XXXX. Then I took a couple of classes. And I deferred in XX/XX/XXXX. I still wasn't able to see my account. Again, I applied for forbearance XX/XX/XXXX, and deferred again in XX/XX/XXXX. I was still making regular calls to the service center, but no one was able to resolve the login information. In XX/XX/XXXX, I got XXXX  and I got laid off at the same time. I was very sick and under duress, I applied for a consolidation loan. I still had no real proof of the prior debts or the accounting. And I didn't know that it was my right to request that. And I was still unable to view my account online, due to the name/social security mismatch. When I called the service center and asked what my consolidated interest rate was, I was told it was 6.8 %. Another time, I was told it was 5.25 %. Another time I was told it was 5 %. Three different people, three different fixed rates were quoted. In XX/XX/XXXX, I started requesting documentation for the accounting. I was told that it would be sent out on 3 occasions. Each time, I waited for 30 days ( because they told me it would take 30 days ) and I didn't receive it. So I would call back and request it again. In XX/XX/XXXX, I finally received a partial contract from XX/XX/XXXX. But it was a front page and that's it. After this, I received a letter asking me if I wanted to have a hearing. I responded to the letter by saying yes, I wanted to have a hearing. But the loan servicing agency said they never received it. I started to do some research and discovered in XX/XX/XXXX that I have to send all requests certified, in order to make sure that they receive them. Since, the alternate methods haven't worked. So in XX/XX/XXXX, I sent out letters to all the parties involved in my loans, requesting documentation of original notes and all accounting for the loans. I didn't receive any of the information I asked for within 30 days. In fact, I didn't receive any of the documentation I requested at all. I requested a hearing in writing, again. I confirmed last week that the documentation asking for the hearing was received in XXXX. Nothing has happened as a result of that. On XX/XX/XXXX, I received a letter informing me that the debt collector intercepted my federal tax return. I was NEVER notified of this. So I called the collection agency. I was transferred to a supervisor, who hung up on me. I was told by the person answering the phone that the banks who fund student loans can charge up to 24 % in interest. And I asked to see that in the contract. She told me that she couldn't help. She said they don't have to notify me if they're intercepting a tax return. She transferred me to her " supervisor '' who hung up on me. I called back and spoke to another agent. He told me that I could ask for a hearing with the dispute resolution board and he would document my file. He said that I would be getting a form within 7-10 days and they will answer it within 30 days ( although I sent one in XX/XX/XXXX and they have still not responded to it ). He told me that the loan originators have 6-8 weeks to provide the documentation I requested. However, the lawyers I work with have told me that they have 30 days. I've attached the most recent requests for documentation. I would like to have a hearing resolving the accounting of these debts because I believe that the loan servicers have unethically inflated interest rates and charges outside of the contract terms. And I want proof of the validity of all debts associated with my name and social security number. 

In addition, XXXX recently took over this debt as a collector. They never informed me that they were going to garnish my tax return. They told me that " they didn't have to ''. They also added an additional {$8000.00} in fees. I have never signed any contract with them for servicing. And the prior servicing providers and lenders have been unable to provide the contracts associated with the debts. They are unfairly assessing fees without any contracts or validation of debt.

Company response to consumer: Closed with explanation