Consumer complaint received 2016-12-22
Company: ECMC GROUP, INC.
State: UT
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
Please refer to Case number : XXXX, XX/XX/XXXX. I submitted this response to ECMC 's response, and I got no response. I called CFPB and was informed that the company does n't get a copy of my response, I have to submit another complaint, with the response. So, here is the response, the original complaint, Case number : XXXX, XX/XX/XXXX, is below that. ECMC 's response will be in one of the attachments. 
1. This complaint will not be resolved until there is a settled payment plan. I called the XXXX on ECMC 's response and I entered " 1 '' for XXXX, and " XXXX '' to enter my account number, and the system hung up on me. I tried this several times, during business hours. I need a real human to talk to get all the payment options ( especially, " Settle in Full '' ). Can CFPB assist in getting ECMC to give me payment options, please? 

2. My attorney never received a copy of the Dept of Education letter ( which was n't even on government letterhead ) even though everyone was aware I have an attorney, as he was the one who requested the hearing. Again, the request for hearing is mostly to dispute ECMC 's unscrupulous credit practices dealing with me, the customer, and dispute all of the additional charges which resulted during the time they refused to correspond with my attorney. 

3. I would like to see the similar complaint and response filed with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX, case # XXXX. I do not have access to this. 
4. I have an additional collections company now chasing me for my student loans. Please see attachment from XXXX. Who are these people and why do I have multiple companies chasing me for student loans? They seem to have gotten a payment for an amount similar to what was taken from my Federal Tax refund ( also attached ). 
Original Case number : XXXX, XX/XX/XXXX, Complaint : I paid on my student loans consistently from XXXX. I had to stop due to a family crisis and business failure that eventually led me to file bankruptcy in XX/XX/XXXX. The case closed in XX/XX/XXXX and the majority of my debt discharged. I immediately had my attorney contact the third party student loan collector on XX/XX/XXXX. Rather than communicate with my legal counsel, they sent a form for my attorney to fill out authorizing them to talk to him. This is despite the fact, he had an authorization attached to the original letter. He sent the " Authorization to Disclose '' provided by ECMC. The authorization was lost. ECMC would not even communicate with my attorney for over a year. They denied getting the " Authorization '' and another was sent on XX/XX/XXXX. Once the authorization was finally acknowledged, my attorney requested a hearing, but the hearing request was ignored. My attorney asked for an accounting and for all the documentation held by ECMC. On XX/XX/XXXX, we received a letter explaining that they did not have any information on my prior payment history and the only information they were able to provide was a copy of the original promissory note from XXXX. I still have not received any accounting for all of the payments I made and the net result is I have student loans that exceed the original amount, even though I paid on them for seven years. In addition, I am being penalized for hiring legal counsel, since much of the recent delay has been by ECMC 's lack of communication with my legal counsel and the denial of his request for a hearing. My tax refund for XXXX was seized by ECMC. Their sole objective seemed to be to add the collection costs of 24.34 % on to my student loans. I have no problem paying my obligations, but I 've unnecessarily been placed in default and collections, when simply working with my attorney after my bankruptcy an appropriate repayment plan could have been reached. Now the defaulted loan is impacting my security clearance.

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