Consumer complaint received 2015-10-28
Company: LOAN TO LEARN
State: TN
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
I took out a loan XXXX in XXXX to attend XXXX, TN. The loan was for {$10000.00}. Once I graduated in XXXX, they started asking for their loan payments. All was ok at first, but shortly, things began to go awry. The co. turned into Loan to Learn. I 'd mail in payments, but they 'd " go missing, '' so the company said I was n't making payments, and I 'd get hit with late fees. So I started making my payments online. This worked well for awhile, but then every month when I went to login, the website told me my password was wrong, and I had to update something, which took time and the password reset had to be done over the phone, and the co. is only open during the day. My job requires me XXXX all day, so this was very difficult to work around. The website would n't work on my phone. Now, the website wo n't let me on. The pymts I was able to make felt useless - my balance kept rising. Feeling defeated by this process, I eventually gave up to concentrate on paying off other debts, falling quite far behind on payments to this company. 
Several months ago, after paying off the last of my non-student loan debts, I enrolled in a student loan debt rehab program. I thought ALL of my student loans were included in the program, and the payments I was making to rehab them and get them out of default were going to cover this loan too, but when I pulled my credit report recently, I found that this loan has been reporting no payments received all this time. The total I 'm paying on to the rehab company is the total I thought I owed on ALL student loan debt, and I have n't been receiving any mail, phone calls, or any sort of contact from Loan to Learn, so I started trying to call them. 
The # listed for them on my credit reports is disconnected. When I call the # on their website, it tells me " the call ca n't be completed as dialed, '' half the time, and half the time it connects, I hear their menu, then there 's just silence - no answer. I finally spoke to someone who told me my account was with an attorney 's office called XXXX XXXX XXXX, so I 'd have to speak to them. So, I called XXXX and spoke with someone named XXXX XXXX, who told me his notes said I 'd hired a lawyer, and so that 's why his office had n't called or mailed anything to me, because they were n't allowed to. He would n't discuss who 'd told them I 'd hired a lawyer. He said he could n't discuss my loan with me AT ALL, until I had the attorney fax him a letter saying that he was n't handling the matter for me. I called my former attorney ( who handled a matter for me in XXXX ), but their office had no idea what was going on. XXXX had n't made any attempt to contact them either. My former lawyer also told me that even if they HAD been handling this for me, XXXX were certainly authorized to speak to me about it. There was no reason why an attorney 's office should be telling someone they ca n't speak to her about her own loan. I called XXXX back yesterday and spoke to XXXX, employee ID XXXX, who told me I was n't in their system AT ALL. He tried to look me up in the system several ways, and finally assured me that there was no record of me at that office whatsoever. I hung up and called back and got XXXX, employee ID XXXX, who was able to find me in the system. He told me that my file was closed. That they COULD talk to me, but there was really nothing to talk ABOUT, because the file was definitely closed, and had been sent back to Loan to Learn. I called and left a VM XXXX, who has n't called back. Called main # at L2L today. Had to call over and over before I could get an answer. Spoke to XXXX who said loan was with XXXX and she could n't take a pymt or help me, but she transferred me to the legal dept VM. No one will talk to me, and the co. has been unprofessional from the start. My last statement ( or any mail ) from them is from XXXX XXXX.

Company response to consumer: Closed with explanation