Consumer complaint received 2017-11-29
Company: National Recoveries, Inc.
State: AZ
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Started to call : XXXX Started with an attorney XXXX/XXXX/XXXX Presented an possible option XXXX/XXXX/XXXX Submit required info : XXXX/XXXX/XXXX Sent Paystubs and ID for 3x XXXX/XXXX/XXXX Did not receive any communication by mail or phone until after my lawyer got involved. I also tried to email 2 different emails given to me by National recoveries ( after my lawyer was involved and they bounced back. ) This complaint is with XXXX XXXX XXXX, who has taken over my student loan. My loan was {$49000.00} after consolidation and this company added 13,000 to my balance. I tried to call the company 6 times and was transferred multiple times and then put on hold for 30 minutes to an 2 hours each call. No one would answer the call. I could never even get a voicemail. After multiple phone calls and hours on hold but could never get a person to handle my call. Shortly after they served a garnishment to my company. Now I was forced to hire an attorney to just simply try to set up payments. Per the federal government I am intitled to a rehabilitation program, but they will not allow me to initiate one even with an attorney involved. They will not even send me or my counsel a breakdown of the loans and the additional XXXX in fees added to my loan. Do they even own my loan?!!! They said they over nighted a packet twice now and I never received it. Then they stated my loans were in my maiden name and I had to proof my current last name. I provided ID and multiple other forms along 4 paycheck stubs. 3 times, directly off of my computer and the ID was enlarged. They stated they were not ledgable, so we sent them again making sure they were crystal clear and were told they were out for review. WHY would they need me to prove my identity when they have enough info to show who I am, as they are garnishing my wages through my employer. Now they will not even answer my attorneys calls and if I call from a different number and speak to a manager, when I disclose who i am, they say I am not allowed any information because I have an attorney. I am now being garnished on the 5th paycheck ( 4x higher than any payment ) and can not get resolution. I calleded the Student.ed.gov and prior student loan servicer and was told they can not do anything, This is taking a hit on me financially and killing my credit. I am now also not eledgible to help my daughter obtain student loans, so i am forced to pay out of pocket for her college. I am not trying to run from my loans, I am just trying to get into the rehab program. I am legally intitled to a rehab program after 9 payments BUT the XXXX that has already been garnished far surpasses the 9 payment option, that i should have been given 4 months ago. I need help in stopping the garnishment and getting put onto the rehab, which is my legal right ASAP. I am now also forced to keep paying an attorney to try to at least have a little help in the matter and that is not even helping.

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