Consumer complaint received 2021-05-14
Company: TRANSWORLD SYSTEMS INC
State: NC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
My communications start in XXXX with XXXX XXXX. I set up a loan rehabilitation payment and I dealt with XXXX XXXX. In XX/XX/XXXX - I sent in all requested documents and set up a payment plan of {$200.00} that was deducted automatically from my account. ( You can see these payments in my Account History on my current XXXX account ). On XX/XX/XXXX - payments were stopped. I had assumed that it was because I completed the program. I never received any correspondence, written or otherwise updating me. I then spoke with XXXX XXXX from XXXX, who then advised me that although I made payments, they did not count toward the rehabilitation program since they never received all of my documents. No one ever advised me that they did not receive them as I had faxed them ( with confirmation of fax ). XXXX advised that I would then have to restart the program. I reluctantly agreed due to not having a choice. I completed all of the paperwork again and faxed it - payments of {$450.00} were set up to be automatically taken out starting in XX/XX/XXXX XXXX These payments are confirmed in XXXX Account History ). In XX/XX/XXXX, Covid happened and I tried to see where my loans were in the process as the 9 months were complete in XXXX. Again, I had received NO correspondence from XXXX regarding my loans. I knew that all student loan payments were suspended until XXXX, but I had no idea where to look to see who was servicing my loans as it was no longer XXXX. I even searched the Federal Student Aid Website. I sent an email via their website to XXXX to see if they had it and received a typical response that they couldn't tell me if I had. Fast forward to XXXX I finally figured out that XXXX was in fact servicing my loans and they first told me they had " no idea who XXXX is '' then advised after some digging that the knew they were a collection agency and had not been servicing my loan since XX/XX/XXXX. I was then able to see in my XXXX account history that there was a " payment reversal '' for XXXX, XXXX and XX/XX/XXXX. I never received any correspondence as to why, nor could anyone from XXXX tell me why. Upon looking into my bank statements, the payments were never taken out of my account those 3 months - again, no letter/phone call stating why. 
In XX/XX/XXXX, I spoke with XXXX XXXX XX/XX/XXXX XXXX of XXXX and was told that she would push it ( my account ) to be completed as I had made all of the payments. She advised me to call back in a week as that is when it should be updated in the system. When this is updated it should not be showing XXXX XXXX any longer. I have occasionally checked the system and it wasn't completed. So I called again today ( XX/XX/XXXX ) and spoke with XXXX who informed me that that was NOT TRUE and I had to go through the loan rehab program AGAIN! This is unacceptable and you can clearly see on my account history that payments were made. XXXX was a horrible loan servicer that I had before being sent to XXXX. XXXX is the reason that I am still in this mess 3 years later. I had a payment plan set up and paid all of the necessary payments ( Set up by XXXX XXXX XXXX. I had contacted them at the end and discovered that no, everything was not squared away and there was paperwork missing - NO ONE let me know any paperwork was missing, and the paperwork that was supposedly missing I had faxed TWICE! I was then informed by XXXX XXXX of XXXX that I would need to start the process all over again. I never received any correspondence from XXXX - no phone calls, no letters that they were no longer servicing my loan. I had to SEARCH MYSELF to figure out where my loans were. I also never received any correspondence from XXXX that they were now servicing my loans. I started all of this in XXXX OF XXXX! THAT IS OVER THREE - 3 YEARS AGO!!!!! 

For someone who is trying to get their loans out of default and make payments, this is disgraceful that no one in within the Federal Education Department can provide accurate and helpful information. Had I known I would have to go through this again, it would have been nice for someone to tell me this 3 months ago. This will be the 3rd time of going through the rehabilitation program from no fault of my own. I want a resolution and for my account to be restored in good standing as I have done MORE than what has been asked several times over. Please help me with this.

Company response to consumer: Closed with explanation