Consumer complaint received 2016-10-25
Company: Utah System of Higher Education
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
My loan was transferred to XXXX by XXXX in XXXX of XXXX. Since then, I have been trying to get my account back on in school deferment. At XXXX, my deferment was good through early XXXX. Supposedly the terms of my loan stayed the same, but my deferment did not, and XXXX claims my deferment expired, which is not accurate. Regardless, I have called XXXX numerous times since XXXX to help get me back on deferment. The first few months I was placed on short term forbearance. However, by XXXX they stopped that and started to require payments, even though I am enrolled. I sent XXXX emails, minimum, to XXXX, none of which received a reply. I started to get a collection call once a month, so on XXXX/XXXX/XXXX I called XXXX and spoke to a gentleman who told me that there was a huge backlog at XXXX, so that is why I received no reply to my email inquiry. I asked the man if XXXX goes out to the XXXX clearning house to verify enrolled & he said yes, they did and placed me on hold & then came back and informed me that he could see that " they '' were currently verifying my enrollment status and to " not worry '', in a few days they would be done and my in school deferment would be placed on the account and backdated and my credit would n't be affected. So, I assumed the man representing XXXX knew what he was talking about. Then, on XXXX/XXXX/XXXX I got another call from XXXX stating my payment is delinquent. Of course, the in school deferment STILL is not in place on my account. I called XXXX again on XXXX/XXXX/XXXX and spoke to a lady who placed me on hold for quite some time to " review '' my records, only to come back and say that I had to fill out an request form and take it to my school. When I asked why they could not use the information provided by the 3rd party clearinghouse XXXX, she advised me that, contrary to what I was told XXXX/XXXX/XXXX, they do not verify via a 3rd party. I asked for a supervisor, and I sure got XXXX! Who informed me that the person before DID NOT say what she literally just told me about the XXXX, that customer service does not assist with these matters they request another department, she does not know what the other department did, the guy on XXXX/XXXX/XXXX submitted a request, and the status of that request is that there " is no update '', however, she was not saying the XXXX was checked, and because my payment was late and the length of time it takes ( even though I have been trying to get this done for months ) require me to take time off work to get the In School Deferment request completed by my school. I confirmed on XXXX/XXXX/XXXX with my schools financial aid office that they have reported my enrollment information to the XXXX, so the information is there, XXXX just is not taking the steps necessary to assist me, every call I make I get a new person with a different answer, their customer service apparently does not have the means to assist the customers, and their managers are more interested in being combative than trying to find a solution.

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