Consumer complaint received 2022-10-04
Company: Goal Structured Solutions, LLC
State: GA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I am currently a XXXX XXXX student. I applied for a Graduate Plus Loan to fund school, but I was denied for adverse credit. In order to appeal, I needed to settle the claim I had in collections as well as take care of any other loans that I had that were past due. The account that was in collections was from Launch Servicing , LLC. They turned my loan over to XXXX XXXX XXXX who turned it over to XXXX XXXX XXXX. I paid over {$3800.00} to settle the claim. That was money I didnt not have that I raised. I knew I did not want the other loan from Launch Servicing , LLC to be sent to collections also. I called on XXXX XXXX to figure out what I needed to do to make my account current. I spoke with XXXX at Launch Servicing. I knew the balance on my account. I only needed to confirm that paying the balance would make me current. XXXX let me know that I didnt need to pay. Instead, she told me that I could place my loan in forbearance and start payments in XXXX of this year. She let me know that all I needed to do was fill out a postponement request form that takes 5 days to process. She guaranteed I would be approved. She also told me she would look into getting me a letter saying I was current since I let her know I needed a letter to attach with my appeal. Launch Servicing let me know that they record all their conversations. On the phone you will hear me asking what I need to do to make my account current, and her constantly telling me that no payment is necessary. She practically begged me to do the postponement form. I relied on what she said which is why I moved forward with the form instead of payment. At the end of the 5 days, instead of my account being current like XXXX and I discussed, I found that my account had been reported to the same collections company. Have you heard of that? A company who tells you not to pay then reports you when you dont? Me either! I called back on XX/XX/2022, and Launch Servicing let me know that theres nothing they can do because my account has been reported to collections. They let me know that the associate who told me this would be dealt with because that shouldnt have even been an option for me. Do they think thats enough? That information wouldve been nice to know, especially because when I called my account hadnt yet been reported. I tried to speak with XXXX and I couldnt be transferred. I asked to speak to a supervisor or manager but I couldnt be transferred to them either. I kept hearing Theyre going to tell you the same thing Im telling you. I asked to speak to one anyway and I was told I would hear something in 24-48 hrs ( Im assuming business days ) and Ive heard nothing! I kept being referred to collections for them to answer my questions but because it was just reported it is not showing in there system yet. I then called today, XX/XX/2022, and I found out that, of course, XXXX no longer works there. I am truly disappointed in how things went. I may have to sit out a year of XXXX XXXX  and worry about how to pay this new collection bill because an associate answered the phone and gave me the wrong information. I called to pay, and I will not be held accountable for XXXX actions. I need my account bought out of collections and settled. I thought I could trust someone who works there and someone who the company trusts enough to answer the phone. I guess not! So far it seems like XXXX XXXX is saying sorry for the mistake, but youre on your own. They DO NOT care! This is my life and my credit. Please listen to those recorded conversations! This is not my fault! This is not fair! This is on Launch Servicing!

Company response to consumer: Closed with explanation