Consumer complaint received 2016-10-13
Company: HEARTLAND PAYMENT SYSTEMS INC
State: VA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
Regarding Heartland ECSI 's administration of a Federal XXXX Students Loan on behalf of the University XXXX XXXX. 
In XXXX 2016 Heartland ECSI acquired my XXXX Loan. I made numerous attempts to contact Heartland ECSI, in order to pay the amount due. Each attempt failed. I was told that " Heartland ECSI required up to three months to process new account information and that clients are unable to make a payment during that time ''. During this time, Heartland continued to charge accumulative interest. 
In XXXX 2016, I received a bill for the months of XXXX and XXXX for the amount of {$400.00}. Prior to Heartland ECSI, my monthly payment was {$70.00}. I called Heartland ECSI to report the incorrect billing amount and was told to contact my university. I sent several requests regarding the incorrect billing amount -one month later the problem remains unresolved. Furthermore, I received a XXXX bill for an additional {$410.00}. 
Also in XXXX 2016, I called Heartland ECSI to determine how I can pay my monthly bill. I was told, " there is a {$10.00} fee to pay by phone, there is a {$10.00} fee to pay by mail, there is a {$0.00} - {$1.00} fee to pay by debt card or credit card online, there is no fee to pay by automatic deduction ''. I signed up for automatic deduction however my request could not be processed until XXXX XXXX, 2016. Again, I was charged accumulative interest during this time. 
In XXXX, I received an email stating that, " Heartland ECSI reversed payment for the following reason : XXXX Non-Transaction Account ''. I called Heartland ECSI three times and spoke with three different individuals on the morning of XXXX XXXX, 2016. The following occurred : The first individual informed me that a " Non-Transaction Account '' meant that my routing number or account number was incorrect. I was charged a {$15.00} fee. Heartland advised me to confirm online my bank account information. It is not possible to view confirm your account information online. 
The second individual informed me that it was not possible for the company to confirm my account information. My request to speak to management was denied. I informed Heartland that I would like to close the account by paying in full. I was informed that I can do so by via debt card with no additional fee. 
When I entered my debt card information online, Heartland ECSI would not allow me to pay the full amount of {$5100.00} because of a " {$5000.00} maximum rule ''. When I tried to pay the {$5000.00} maximum, Heartland attempted to charge a fee of {$190.00}. This brought the total amount charged to {$5100.00}, more than the actual loan and breaking the maximum rule. 
The third individual informed me that only direct withdrawals with routing numbers made can be placed without a fee. Again, my request to speak to management was denied. I informed the individual that I would like to pay my account in full. I provided her with my routing and account number. When I asked her to confirm that amount of the transaction, she tried to change me for only the current balance in an attempt to keep my account open and therefore continue to change interest. Again, I requested that management contact me. 
Heartland ECSI 's practices are unfair, abusive and deceptive. The company purposely provides clients with false information, creates unnecessary and time consuming procedures which are intended to delay payment and therefore increase revenue, and refuses to provide access to management.

Company response to consumer: Closed with explanation