Consumer complaint received 2016-09-24
Company: Ceannate
State: AZ
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
I have been receiving calls from FMS which is part of Ceannate. I can not understand the number being left for me to call them back. I have attempted to call and must leave a message. I asked that a supervisor call me and no one returns the call. The one time I did get through to a supervisor, I told him that I thought the person leaving me a message was rude because she spoke to fast and I did not understand the number she left. her name was XXXX. I also indicated I felt it was rude of them to contact my daughter since they have in the past been able to reach me by mail and email. He apparently passed that along to his compliance department. I got a letter from XXXX XXXX stating that the caller was in compliance since she read everything verbatim. That might be but since I am a hearing impaired individual and have told them this many times, the fact that I did not understand her makes this problematic. I called and left two messages for XXXX XXXX and he has not returned my call. I have received two more messages, this time from a gentlemen who talks way too fast not not clearly enough for me to understand. In the past I have received multiple letters from this company indicating different amounts due on different days. They have also emailed me. But all of of sudden they will only call and leave messages I can not understand. This started when I switched banks. I want to work with these people but they need to either speak clearly or contact me by email. Each time they call I call the only number I have for them and have to leave a message. I am trying to contact them but they are being incredibly difficult by not leaving a message I can understand, a number I can call back or contacting me by email. If they want to dispute my XXXX, I have been XXXX since age XXXX, I am now XXXX. In the past year my hearing has gotten significantly worse and I am unable to afford XXXX. I filled a complaint with the XXXX of Illinois and XXXX XXXX 's response was unacceptable. 
A major part of my complaint to the XXXX was that I get voicemail messages from these people that I can not understand. They talk way too fast and I can not get the phone number without repeating the message 5 or 6 times. XXXX XXXX 's solution was for me to once again call. I will then have to leave a message, someone will call and race through their speech - which at this point I will stipulate is done verbatim and meets whatever guidelines they claim it meets even though they speak way to fast for me to understand them - and then leave me a phone number to call which I will again not understand. And this accomplishes what? All that happened here is that I switched banks. But as far as I am concerned, Ceannate/FMS has made a mountain out of a mole hill all because they will not accept or address the fact that I can not understand their messages. At this point I will need then to contact me via email. I have attempted to contact them via email twice in the past week with no response. I also left a message again fro XXXX XXXX after their response to my BBB complaint and have not heard from them at all despite XXXX XXXX indicating that they want to work with me. I am not sure that repeatedly leaving messages that I can not understand is in anyway accommodating my XXXX. 

Clearly they have no interest in helping me, just aggravating an already dismal situation. Their lack of response or willingness to accommodate my hearing issue is making this situation considerably worse for me. They have contacted me via email and regular mail before, I ask that they contact me by email again so this can get resolved. The longer they wait will create a financial mess for me.

Company response to consumer: Closed with explanation