Consumer complaint received 2023-05-23
Company: HEARTLAND PAYMENT SYSTEMS INC
State: OK
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
Hello, I received an email after attempting to get a copy of my transcript from the time that I attended the XXXX XXXX XXXX. I am confused as to what this was about. My name while I was attending XXXX was XXXX XXXX XXXX, but my legal name is XXXX XXXX XXXX now as I am XXXX XXXX XXXX and have since legally changed my name. I am needing to get my transcript as that is needed for me to apply for potential jobs ( I have a degree in XXXX XXXX is essentially a XXXX XXXX degree with more XXXX  due to me having difficulties with passing two courses that were only offered once a year ). I have been working XXXX XXXX jobs since graduating and I have been making under $ 25K a year, for me to potentially get a better job and start a career in XXXX, I need my transcripts. I also will need to get a new diploma in the time being due to my legal name change and have it reflect my current name instead of my XXXX name. 
Hi XXXX, XXXX XXXX XXXX has placed your XX/XX/2023 order on hold, Document ID XXXX 

In addition, the following comment was provided : We are unable to process your transcript at this time due to a financial hold on your record. For more information about this hold, please contact the Student Financial Center by calling XXXX or emailing XXXX. When your hold has been resolved, contact Academic Records at XXXX so we can process your request. 

Please let me know why this is being withheld. 

Thank you, XXXX XXXX Hi XXXX, XXXX XXXX XXXX has placed your XX/XX/2023 order on hold, Document ID XXXX 

In addition, the following comment was provided : We are unable to process your transcript at this time due to a financial hold on your record. For more information about this hold, please contact the Student Financial Center by calling XXXX or emailing XXXX. When your hold has been resolved, contact Academic Records at XXXX so we can process your request. 

We will email you again when this order is approved. However, we recommend that you contact XXXX XXXX XXXX if you do not hear from us soon. 


Good afternoon XXXX, We received information from the Student Financial Center that you were inquiring about a hold on your account that is preventing you from getting your transcript. 

Your seriously past due XXXX loan was submitted to the Department of Education earlier this month ; however, we have not received confirmation that the loan has been accepted. Due to this, we will not be able to lift the hold on your account until an accepted notification is received. 

Please do not hesitate to contact us if you have any questions. Have a great day! 

Student Loan Services XXXX XXXX XXXX XXXX XXXX XXXX Room XXXX XXXX, OK XXXX Phone : XXXX Fax : XXXX Email : XXXX Thank you, The XXXX XXXX XXXX XXXX into Opportunities It appears as though my University is refusing to give me a copy of my transcripts, which I have not requested from them before, due to a XXXX loan that I took out with them back when I was still attending school. They are refusing to give me an official copy of my transcripts, and without it, due to me having a different than normal degree means I can not apply for jobs that match skillset I have without it. Not having access to my transcripts have cost me untold thousands of dollars that I could have been making up to this point with my knowledge and skill set in XXXX XXXX. Instead, I have been working odd job dead end XXXX XXXX jobs that do not pay very well and has made being able to live close to impossible while also attempting to cover all my student loans, my car payments and just the basic needs that I have as a XXXX XXXX

Company response to consumer: Closed with explanation