Consumer complaint received 2018-04-05
Company: National Enterprise 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:
XX/XX/XXXX Student Loans On XX/XX/XXXX, I was contacted by National Enterprise Systems ( NES ) by XXXX XXXX about my defaulted student loans. She informed me that it would be good to go into rehabilitation for 9 months to get my student loans out of default status. She asked for line 1 of my XXXX  ( I had two of them ), and she would calculate how much I would owe each month for the next 9 months to get my loans out of default status. The amount was for around {$88.00} and I agreed to this and paid the first month. I also scanned and emailed in a copy of the two XXXX that I had. 
About a week later on XX/XX/XXXX, I received a call from a XXXX XXXX who informed me that after receiving the XXXX, they realized that I made approximately {$1000.00} more than first thought. I asked how that was possible since I went over my XXXX with XXXX and she did the math to show how much I had made. He alluded that somehow the math was done wrong and that I would have to start paying about {$98.00} a month, but they would take the first payment of {$88.00} as the first month, however all payments here on out would be {$98.00}. I asked him to explain the discrepancy, since I followed all what XXXX. XXXX asked me to do. He could not/would not explain it and only stated that if I wanted to stay at {$88.00}, they would put me in a new type of program and I would have to start over, but if I agreed to pay the {$98.00} a month, it would continue for the next 8 months to get my loans out of default status. Thus, I agreed and arranged to start paying the new amount of {$98.00}. 
The following week, XXXX XXXX started calling me repeatedly every day, harassing me while at work. When I finally spoke to XXXX. XXXX, she explained that the first payment of {$88.00} would NOT be used as the initial payment, since I was now changed to {$98.00}. They would take the initial payment of {$88.00} and put it towards my loan ( without my approval ) and my rehabilitation would start over with the new amount. I told her that I was not told that by XXXX, and this is the second time that my information has been changed. She could not explain it and sent me over to XXXX to speak to him. He became irate quickly as I was asking for an explanation for the changes and said that the decision was made by administration above him. I asked to speak to whomever is the decision maker and he said I could not, and the only person I could speak to was escalation team. He tried to send me over to them and just hung up on me. 
I called back, spoke to XXXX, who then sent me to the escalation services. I spoke to XXXX XXXX and she first tried to explain to me the same thing that XXXX explained. She then looked over the XXXX  that I sent in and stated that it looked like they took the information from box 5 instead of box 1,  which held tips, Medicare, etc. which raised the amount I made an additional {$1000.00}. I asked her why would they do that when the first person I spoke to ( XXXX ) used box 1? She could not explain, but instead asked me to send in my XXXX  from XX/XX/XXXX and she would look at that and possibly be able to lower my price again. I told her that at this point, XXXX gave my misinformation, XXXX gave me misinformation, and know she ( XXXX ) was changing the information again. I told her that I was not comfortable with all the changes that were happening every week and wanted to find out more information about my loan. 

During my first conversation with XXXX, she stated that the loans where with XXXX and XXXX XXXX. As I checked my credit reports, it has the same loan being reported derogatory by three different companies for the same loan XXXX XXXX XXXX/XXXX, XXXX, and XXXX XXXX. XXXX XXXX XXXX/XXXX and XXXX are reporting paid and closed, and XXXX XXXX are reporting derogatory on XXXX and XXXX. XXXX XXXX, XXXX and XXXX XXXX XXXXXXXX are reporting paid and closed on XXXX. When I called the XXXX XXXX XXXX, they stated that XXXX does NOT have my loans, that XXXX XXXX has it and to call them. I was dealing with XXXX XXXX a few months ago, I asked about a settlement, the person said he would ask and get back in touch with me. I never heard back. When I called XXXX, they said they have the loan, but would not take any payments, that I would have to go through NES, they did not mention XXXX XXXX at all. When I spoke to XXXX XXXX XXXX, I explained that I just wanted to verify who had my loans and how I can get them paid ( settle or monthly ) and at this point, I am getting the run around and told to call someone else. Also, all three companies should not be reporting on the same loan at the same time. They told me to call Oh Budsman a third party group that deals with problems with student loans. 
I called Oh Budsman and spoke to a woman there. The woman stated that I should contact the escalation team at XXXX and get to the bottom of it. She gave me the phone number of XXXX but when I called the number, I got the same automated information that I got the first time I called. I called at XXXX PST, and the company said it was closed and hung up on me. I called Oh Budsman back and spoke to another woman. They said they would email XXXX XXXX on my behalf and if I do not hear from them I 7-10 days, then I need to call Oh Budsman back. 

Basically, I am getting the run around. I am trying to figure out who has the loan, get it out of default status by paying monthly or settling the account. I keep getting harassed with phone calls from NES and when I answer, I am getting misinformation and told something new. They are penalizing me for following instructions given to me on day one. I have been dealing with my student loans since early XX/XX/XXXX. The 2 loans where supposed to be deferred until XX/XX/XXXX while I was in college but defaulted in XX/XX/XXXX. Since then, I have tried to handle it by settling or trying to pay, but keep getting misinformation, or not being contacted at all for months while they add interested to the loans.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation