Consumer complaint received 2017-04-25
Company: Performant Financial Corporation
State: RI
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
*  XX/XX/XXXX  ... The fo llowing letter sent to Performant Collections as well as   US dept. of Ed.
As you may   be aware I have filed a complaint, with the department of educatio n (  case #  XXXX  ) and within your web service site. Both complaints focused on my inability to contact your agency. I have made ov er 30 phon e calls and contacted the ombudsman with no response or successful connection. Further, o n  XX/XX/XXXX   I sent an inquiry, through your web server site, regarding my application- submission for forgiveness through the  XXXX  who notified me that they were unable to process my application because they could not find my loan which was submitted to  XXXX  for consolidation with intention of removal from default status through payment arrangements and subsequent  XXXX . Again, you have failed to respond to my inquiry.   In  XXXX  my loan defaulted. In  XXXX , monthly payments were voluntarily made through payroll deduction which continued until  XXXX  when your company garnished my wages and increased monthly payment to approximately {$450.00}. I mistakenly assumed that a portion of these payments was voluntary. Regardless, I have received no notification about the thousands of dollars paid to date and $ allocation. Also, my  XXXX  tax refund ( over {$6000.0 0} ) wa s evidently offset for student loan money owed. I received notification after the funds were diverted which came as a surprise because I received my  XXXX  refund.   In  XXXX   XXXX , my work hours, and subsequent annual salary was cut in half and, my expected annual income for  XXXX  will be decreased to approximately {$32000.00}. However, monthly garnishment remains the same. When I attempted to make application for income based/rehabilitation program, through the   XXXX    database, I received notification that   XXXX   XXXX   XXXX   and  XXXX   XXXX  does not participate in electronic filing.   My understanding is that law requires loan servers or collection agencies under  the US Depar tment of Education an obligation for the provision of repayment and income-based and rehabilitation options. The convenient, inability to contact your company makes this impossible and created obstacles resulting in significant financial repercussions and ongoing excessive fees in spite of having paid in excess of my original loan principal. I want to meet any reasonable outstanding debt owed for original student loans. I am unable to do because of inability to contact and discuss my situation. Also, your letter directs me to submit any complaints about your company directly through your website which further ties my hands. In the meantime, my debt increases. I doubt the intent of the  US department of education intent is an affiliation with a predatory a gency. My application for   XXXX    remains incomplete until you release my loan. I need a detailed statement of where the thousands of dollars paid were applied. If this is not done in a timely manner I would like to request a legal hearing.    *   XX/XX/XXXX   call to US dept. of ed..rep,. wa s very helpful ... transferred the loan to  XXXX , gave me alternative Performent contact # and names ... set up income based payment f  or $  XXXX /month, made a payment that day. Was told that Performent could reclaim my loan at the discretion and another complaint was filed.
*  XX/XX/XXXX  ... received letter from Performent   learning that they reclaimed my account, made excuses for unanswered calls ( calling on a number co. does not recognize, prov ided 3 pag e spreadsheet of payments made from  XXXX  to present with gaps and inconsistency 's ( easy to prove since payments have been made every other week through payroll deduction/garnishment ).    *  XX/XX/XXXX  Contacted Dept. of Ed ... ..told that Performant determin ed my complaint was invalid and reclaimed my account and that I had to deal with them, in spite of un answered calls.   * On    XXXX    my  XXXX  {$5900.00}, tax return was offset thro ugh ( p revious year I received return ).  Performant has hij acked my account, I have made over  XXXX  $ monthly payments since  XXXX  and still ca n't get an accurate invoice of my account. Garnishments were re engineered without my knowledge. Ironically, I have worked as a   XXXX     XXXX  in the state of   XXXX   for over 20 years and have qualified for  XXXX  for some time. Also, I have been getting  dailey  fishing phone calls threatening that if I do not disclose identifying information I will forfeit  XXXX  in the future. I am beyond frustrated and need help. Please direct best course of action.

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 non-monetary relief