Consumer complaint received 2016-03-09
Company: Utah System of Higher Education
State: ME
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
Last year my loan was sold from XXXX to UHEAA, but XXXX was still servicing the loan. This was a change that I was notified of via a letter to my home address and a message when I logged onto the XXXX system. 

When I logged in today to make a payment the XXXX website would not give me any information on my loan and just said that I needed to go to the UHEAA website. I went to the website and followed the instructions to set up an account with UHEAA which the website indicated would allow me to make payments, set up automatic payments, etc.. I then called UHEAA in order to get more information on why I was not notified of this change and inquire how I would be able to make a payment in the future. They were not able to provide any information except the PO Box to mail the check to in XXXX. Apparently no one would access my loan information to tell me what payment is due, when the due date will be, or the outstanding balance. They just told me I would not be liable for a XX/XX/XXXX payment on the loan that they were " waiving '', but I do n't feel that 's truthful because when I inquired I was still going to be charged interest and be liable for this payment that would then be in XX/XX/XXXX, they just were changing the due date. Just to be clear- I had NO prior information that this change was going to occur. I check my student loan religiously and would have seen any notification on their website that they posted. 

I feel very fortunate that I have a job that has allowed me to prioritize repaying my loans. I only have XXXX dollars to go. I told UHEAA I was very upset by this change without being notified, so I just wished to get my payoff information so I could send a check for my final payment. That 's when it got even worse- No one can tell me what my final payoff information is. XXXX no longer has the information, but UHEAA has n't processed it yet so all they know is my demographic information and nothing actually about my loans. They told me to " guess '' what the payment would be and if it was close they would adjust it if I did n't pay enough or refund me if I paid too much. They told me to pull an old statement, but of course XXXX has foolishly talked me into doing everything online so I do n't even have a statement at home I can refer to! 

My complaints are this : 1. How can a loan be switched between companies to service them with NO information given to the customer. 
2. How can when this change occur the customer not be able to get ANY information on their loan from either company? 

To me this seems like what has occurred is questionable legally. 

Again, I feel fortunate that my student loan balance is no longer excessive and the impact on me with any accrued interest or potential fees would be minimal, but I feel this practice needs to be scrutinized. 

Thank you, XXXX XXXX

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 explanation