Consumer complaint received 2023-07-06
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: TRANSWORLD SYSTEMS INC (IL)

I have been having trouble paying of my current student loan with the loan provider and would like to report their unethical actions. 

On XX/XX/XXXX, I have requested a Segal AmeriCorps Education Award Payment Request to be submitted to USA Connect for the amount of XXXX, this request had been received and opened by a Loan Trust Officer on XX/XX/XXXX, at XXXX and on XX/XX/XXXX, at XXXX though has not yet been applied to the outstanding balance of my loan as of XX/XX/XXXX. I and a Trust Program Analyst from the Office of the Chief Financial Officer with AmeriCorps has been in numerous communications with multiple customer services agents from UAS Connect to the point of resending the payment voucher request and providing screenshots of the original request date and emails respondence to no avail. Their response is that I should hear back from their cash department and that I will hear back from them soon. This is the same response I received from multiple agents on the phone or by email and I have never received a call back or email explaining my concerns of why my payment request is not being handled. Their initial response while on my first call with them is that they never received the voucher, but I have provided proof that a Loan Officer had opened and reviewed the request two different times. The last I have heard from the company was on XX/XX/XXXX, yet again saying that I will received a call from someone in their cash department about my account. 

It has now been 5 months with this same issue, and I am very frustrated with their actions and services. I do not trust them with holding my loa account and would like to know what I can do to have this issue resolved. I can provide emails all, names and dates and time of every call that I have made to them over the past 5 months. I haven't had any problems with them since before Fall of XXXX when they denied my unemployment deferment request after being employment for 3 months and was unable to make any payments. 

XX/XX/XXXX, the payment request was sent. 
XXXX XXXX, the request was opened by a trust officer from UAS at XXXX XX/XX/XXXX, I called XXXX for a status update on payment. 
XX/XX/XXXX, I called and spoke with an agent. 
XX/XX/XXXX, I called and spoke with an agent. 
XX/XX/XXXX, I reached out by their email to request a second update on payment. 
XX/XX/XXXX, at XXXX XXXX the request was opened by a trust officer from UAS. 
XX/XX/XXXX, I reached out to XXXX UAS customer service agent regarding personal information on my loan account as they told me they couldn't find my account. 
at XXXX I received a response requesting my personal information which I provided to another agent XXXX XXXX XXXX. 
XX/XX/XXXX, at XXXX XXXX I received a response from UAS letting me know that payment research has been forwarded already to our Cash Department in regard to your loan Americorps payment concern. 
XX/XX/XXXX, I called and spoke with an agent and sent an email with screenshots of a second payment request and how it was sent to them from AmeriCorps Trust Analyst Officer. I have not heard my UAS since then and the request has still not been applied to my outstanding balance. 


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