Consumer complaint received 2017-05-04
Company: Utah System of Higher Education
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:
I took out Stafford loans while earning my   XXXX   at the University   XXXX   XXXX   (  XXXX - XXXX  ). I have been paying far in excess of what is due each month in order to pay my loans off quickly. I have paid {$22000.00} in total on the loans serviced by   XXXX   ( others are serviced by  XXXX  ) and have never been late on a payment. In  XXXX ,   XXXX   listed my loans as in default even though I had paid the monthly minimum on all of them and extra on others ; I paid {$2000.00} on  XXXX / XXXX / XXXX  and {$260.00} on  XXXX / XXXX / XXXX . After multiple calls and yet another payment on  XXXX / XXXX / XXXX  for {$590.00}, they changed the status to paid. On  XXXX / XXXX / XXXX , I paid {$2900.00} which far exceeded the amount due. However, on  XXXX / XXXX / XXXX , I received an e-mail saying my account needed immediate attention. When I logged on to  XXXX  's website, it said my loans were past due and I owed {$160.00}. I paid the amount ( via the website ) immediately even though I should not have had to just so that none of my loans would be listed as past due. However,   XXXX    continues to list my loans as delinquent. I spoke to  XXXX , a supervisor, on Wednesday,  XXXX / XXXX / XXXX  who said she would refer the issue to Accounting, look into it further, and call me on Friday afternoon. She never did. The company is closed on weekends. On Saturday,  XXXX / XXXX / XXXX ,  XXXX  charged my account a {$7.00} late fee without notifying me they would be doing so. I called  XXXX  on Monday morning,  XXXX / XXXX / XXXX  and spoke to another supervisor,  XXXX , who said he would send another request to Accounting and call me later that day. I received a call from  XXXX  instead who said  XXXX  was still looking into the matter and she was not sure when it would be resolved. I asked to speak to her supervisor but was told she was unavailable. I did receive a voicemail message from her supervisor,  XXXX , on  XXXX / XXXX / XXXX  after I left another message for her but she did not provide any information and did not return my call back to her. I also spoke to  XXXX  in Compliance on  XXXX / XXXX / XXXX . She assured me she would have " past due status '' corrected and call me the following day. She did neither. I continue to receive calls via an automated system from representatives telling me my account is past due. When I ask to speak to a supervisor, I am placed on hold for approximately for several minutes, sometimes only to be told that none are available. Yesterday morning (  XXXX / XXXX / XXXX  ) for example, I was placed on hold for 20 minutes so that I could leave a voicemail for  XXXX , only to be disconnected. I 've also contacted the company twice via e-mail (  XXXX / XXXX / XXXX ,  XXXX / XXXX / XXXX  ) but have not received a substantive response. This is fraudulent and unethical.  XXXX  should not be permitted to manage student loans, especially federal loans use to fund a public university.

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