Consumer complaint received 2017-04-15
Company: Utah System of Higher Education
State: UT
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
After being determined to be XXXX by the Dept of Veterans Affairs ( VA ) effective XX/XX/XXXX, I stumbled upon the fact that the law authorized me to apply for a discharge of my student loans ( FFEL Consolidated Loans ; originated on XX/XX/XXXX ). I made that application to XXXX of the Dept of Education on XX/XX/XXXX and it was approved as XXXX, by XXXX, on XX/XX/XXXX. From there it went, supposedly to the Utah Higher Education Assistance Authority ( UHEAA ) for further processing. I was notified in XX/XX/XXXX that I would receive a check for {$4000.00} for my effective date of XX/XX/XXXX thru XX/XX/XXXX. The first scam I noted was that the XX/XX/XXXX date was changed to XX/XX/XXXX because I had made my monthly {$170.00} payment on XX/XX/XXXX. When I called UHEAA they found the VA paperwork of XX/XX/XXXX stating that the " ... VA verifies my effective date of XXXX to be XX/XX/XXXX '' and told me to call back. The UHEAA employee I had talked to and who had found the official VA letter was n't able to verify that anything could be done to correct any possible mistakes since XXXX 's computer data showed the effective date of my XXXX to be XX/XX/XXXX ( Note XX/XX/XXXX and NOT XX/XX/XXXX ). Where XXXX got this date is beyond my comprehension. I called XXXX and talked to one XXXX ( twice I talked to the same XXXX ) and this nasty and mean employee of XXXX refused to offer me any assistance since all the paperwork had been forwarded to UHEAA for processing and there was nothing she could do to clear up XXXX 's XXXX on my effective date. She wanted me to quit calling and hung up. I then sent email 's to both XXXX and UHEAA with the copies of the pertinent VA letter ( s ). Yesterday I received from UHEAA letters stating that they 've received my XXXX application and it appears to be proper and they were going to forward the paperwork to XXXX for further processing. This entire process I have endured has caused me mental anguish which plays upon my " panic attacks '' and these attacks are part and partial of my XXXX. I hate to be considered a whiner but this bureaucratic attack on my intellect and my XXXX is willful and absolutely unnecessary. XXXX and UHEAA appear to be in a collusion to deny any ex-student large portions of the funds that are due the veteran/ex-student for over payment. I have, on hand, records of all my personal checks and/or the dates of the automatic payments made to UHEAA as the collection point for the consolidated loans and the difference between what they sent me in a check ( {$4000.00} ) and what I actually paid is over {$11000.00} for I paid over {$15000.00} from XX/XX/XXXX thru XX/XX/XXXX ( I am missing about 6 months of payment records but can easily acquire them from the bank ). This form of emotional abuse heaped upon me by XXXX and UHEAA is a knowing and intentional conduct directed at me, a vulnerable adult, resulting in my suffering mental anguish, emotional distress, degradation, and confusion. I can see how easy it can be for a bureaucrat of either agency to make a tidy sum through the years cheating a student by " mistakenly '' withholding portions of the funds due the student for over payment and that portion is paid to the bureaucrat ( s ) rather than the student. With the amount of money these agencies process and are responsible for, it is nothing to garner thousands of dollars in a short time period.

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