Consumer complaint received 2024-06-30
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: TRANSWORLD SYSTEMS INC (OR)

The following is a timeline using emails to show how egregious my wait time has been for transferring my defaulted XXXX XXXX and any other loans held by UAS to the XXXX XXXX. of XXXX. I have deferred my admission to medical school twice already because I have been waiting for UAS to transfer my loan to the XXXX Department of Education, this way I am eligible to put my defaulted loans into good standing by applying for the XXXX XXXX XXXX, which I would be eligible for immediately once UAS transfers my loans to the XXXX Dept of XXXX. I have been waiting since XX/XX/XXXX for my loans to be transferred, which is more than long enough. The complaint is especially because UAS is getting in the way of me being eligible to apply for financial aid due to the status of my loan currently, and attend medical school, and serve my community. Moreover, on my credit report it does not show UAS as the loan servicer, and rather shows that it is the XXXX XXXX. of education. Therefore, I am seeking a clear answer as to when my loan will be transferred, seeking for it to be done so well before XX/XX/XXXX which is the XXXX XXXX XXXX XXXX 's deadline to apply for the XXXX XXXX XXXX to put my defaulted loans back into good standing, further making me eligible once again for financial aid. 

XX/XX/XXXX I reached out to my XXXX mater, XXXX XXXX, to ask about the status of my defaulted loan, and how I could bring myself back into good standing. I said : My name is XXXX XXXX and I am writing to request information about how I can restore my defaulted XXXX loan into better standing so that I may be eligible for financial aid next year in medical school. I have faced a great deal of difficulty due to immense medical issues after I graduated from XXXX in XXXX -- - leading me to struggle financially and be evicted from my home in New York. Simultaneously, I had to support my brother XXXX XXXX, currently attending XXXX, by helping him apply to XXXX financial aid because of an unsafe living situation with our only parent. During the past few years, I was also diagnosed with a XXXX XXXX XXXX XXXX and a XXXX, which made working nearly impossible for me for a long time. I am just getting my life back and applied to school, ecstatic that I was able to get in, but was notified I would not be eligible for financial aid with this loan default, understandably so. 

I was looking at the possibility of doing the XXXX XXXX XXXX program because I need to be eligible for financial aid to attend school next fall. I am so sorry for the inconvenience. I appreciate your help with resolving this matter. 

Thank you, XXXX XXXX XX/XX/XXXX at XXXX XXXX XXXX XXXX : Hello XXXX, Thanks for reaching out to our office regarding your defaulted XXXX XXXX XXXX We are sorry to hear of the difficulties you have been experiencing. 
Unfortunately, we are scheduled to assign your loan back to the Department of Education this month. You were sent a notice to this effect at the end of XX/XX/XXXX, to the address on file with University Accounting Services ( UAS ). The notice was not returned to our office. I see you registered with UAS for online portal access in XX/XX/XXXX. You should still be able to access your XXXX loan information via their website. 
At this time, I would encourage you to contact University Accounting Service immediately to discuss your options. I do not know if you would qualify for any hardship deferments or if you would be able to consolidate your loans. Loan consolidation, if available, would probably be the best option for you. 

Below is their contact information as well as their website. 

UAS XXXX For payments : University Accounting Service XXXX XXXX XXXX XXXX XXXX, IL XXXX '' On XX/XX/XXXX I replied to XXXX XXXX XXXX XXXX Controller, at XXXX XXXX XXXX My email said, " XXXX XXXX, Thank you for getting back to me. Do you know when the loan is scheduled to be moved back to the XXXX of XXXX? This way I will be able to apply for the fresh start program. 
Thank you, XXXX '' XX/XX/XXXX, I received a reply from XXXX XXXX saying : " HI XXXX We are in the process of assigning back to the government by the end of this month. Unfortunately, the assignment to the XXXX XXXX XXXX is a loan default and will continue to adversely impact your ability to receive federal financial aid. 

As I understand it, your best bet would be to consolidate your XXXX loan and pay it off before assignment to avoid the loan being classified as defaulted. Have you attempted to contact a financial institution to consolidate your loans? That is what I would suggest and to do that this week. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At this point, I had already consolidated all of my eligible loans, and was not allowed to consolidate my XXXX loan XXXX is defaulted. According to XXXX, my other eligible loans were consolidated around XX/XX/XXXX. 

Also at this point, in XXXX of XXXX, XXXX has said that my XXXX XXXX was initiated to be transferred back in XX/XX/XXXX, and is scheduled to be transferred by the end of XX/XX/XXXX from UAS to the XXXX XXXX XXXX XXXX. I am getting to the part where I am finally in contact with someone from UAS, but please bear with me as I was hoping that UAS would do its job and transfer my loan at the end of XX/XX/XXXX. 

XX/XX/XXXX I emailed XXXX XXXX again : " XXXX XXXX, I hope this email finds you well. I wanted to check in and see if on your end you can see who my defaulted loan is being serviced through? When I contacted you earlier last year, I was told my loans were scheduled to be transferred to the XXXX at the end of XX/XX/XXXX, but when I called them recently they were not able to find my loan. I am trying to get enrolled in the XXXX 's Fresh Start program to get my loans back in good standing, but am having difficulty finding who has my loans. 

Thank you, XXXX XXXX '' XX/XX/XXXX I received an email from XXXX XXXX, Accounting XXXX at XXXX XXXX. 
" Good morning XXXX. 
It has been some time since we last heard from you, so we wanted to check back in with you to see if you were able to get ahold of UAS and speak with them further. Your account is currently in the process of being assigned to the XXXX XXXX XXXX and XXXX, their loan servicer, for collection. 

As of this morning, it appears that process has not been completed so it is my understanding that your loan is still being processed by UAS and they should continue to be your point of contact for any questions or concerns regarding your account. You should have a login for uasconnect.com that will allow you to view your account or you can contact them using the following information provided on their website. '' XX/XX/XXXX I immediately emailed UAS again and said : " Dear University Accounting Services, I trust this letter finds you well. I am writing to discuss the status of my student loans managed by University Accounting Services and to seek your assistance in transferring them to the XXXX XXXX XXXX XXXX. My objective is to participate in the XXXX XXXX program, aimed at rehabilitating defaulted loans and restoring them to good standing. 
Regrettably, I have encountered significant challenges that have resulted in the default of my loans. My circumstances took a drastic turn when I was diagnosed with a connective XXXX disorder that affects multiple systems of my body. This diagnosis rendered me XXXX, compelling me to apply for XXXX benefits. However, the process proved to be lengthy and arduous, leaving me in a state of financial uncertainty. 

Compounding the situation, my health deteriorated further during the pandemic, rendering me unable to maintain employment. Consequently, I found myself homeless for a period, living out of my car as I navigated through these trying times. The financial strain became overwhelming, leading to the default on my student loans. 
I have been diligently exploring options to address my student loan default and was informed by my college last XXXX that my loans were scheduled to be moved to the XXXXXXXX XXXX XXXX XXXX. However, to my dismay, as of today, this transfer has not occurred. 

Understanding the urgency of my situation, I wish to emphasize that I only have until XX/XX/XXXX, to apply for the XXXX XXXX program. Therefore, I kindly request your assistance in expediting the transfer process to ensure that I have adequate time to participate in the program and work towards restoring my loans to good standing. 
I am fully committed to meeting the requirements of the rehabilitation plan and demonstrating my ability to manage my student loan obligations responsibly. Your understanding and support during this challenging period would be immensely appreciated. I am earnestly seeking a compassionate approach to help me bring my loans back into good standing, considering the extraordinary circumstances I have faced. 
Please advise me on the expected timeline for the transfer of my defaulted loans to the XXXX XXXX XXXX XXXX. Additionally, if there are any forms or documentation that I need to complete, please provide guidance on how to proceed. 
Thank you for your attention to this matter. I eagerly await your response. Should you require any further information or clarification, please do not hesitate to contact me at XXXX or XXXX. 

Warm regards, XXXX XXXX " On XX/XX/XXXX, I provided XXXX with the necessary information to pull up my account. 

XX/XX/XXXX I received a response from a representative at XXXX named XXXX XXXX saying, " Dear XXXX XXXX, Thank you for contacting University XXXX XXXX. 
We apologize for the inconvenience. I have checked and confirmed your loan XXXX with XXXX XXXX is still on a pending assignment to the Department of Education. Unfortunately, we have no control of this process as it is a XXXX way process between UAS and DOE. XXXX asured you will be notified once the process is completed. Thank you. 

If you have any questions, please contact our office at XXXX. 
Sincerely, XXXX XXXX Customer Service Representative|UAS - a XXXX company Phone : ( XXXX ) XXXX XXXX |www.uasconnect.com XX/XX/XXXX I replied to XXXX XXXX 's XXXX XXXX for a timeline or estimate of how long it will take to transfer my loans. I said, " Hi, how long does it typically take? I was told last year in XXXX that it would be transferred at the end of the month and I am still waiting. '' XX/XX/XXXX I received an email from another UAS representative named XXXX XXXX. Their response was as follows : " Dear XXXX XXXX, Thank you for contacting University Accounting Service. 
As per recent email correspondence, we dont have specific timeframe of loan transfer to DOE XXXX Youll get notification once process is completed. 
If you require additional assistance, please contact this office at XXXX. 
Sincerely, XXXX XXXX '' XX/XX/XXXX I emailed XXXX again at their customer service email and said, " Hello, I am XXXX and do not have the option to call in. I would like to file a grievance as to how long it is taking to transfer my loans in default from UAS to DOE. I have been waiting since before XX/XX/XXXX so that I can apply for the fresh start program. I also was accepted to medical school but as a first generation student, I am unable to apply to financial aid due to the status of my loans. This would be fixed if I could apply for the fresh start program, and your egregious processing time is getting in the way of that. Ultimately, I will seek legal assistance if you are unable to provide me with a timeframe of when the loans are typically transferred to the DOE. 

Thank you, XXXX XXXX '' To this date, I still have not been notified that my loans were transfered to the Department of Education. I have to apply for financial aid via XXXX before my entry of term, and I have deferred my admission to medical school twice now, for XXXX YEARS, waiting to get my loan into good standing because I do not have a source of income where I can pay and restore my loan into good standing. The Fresh Start Program is my only opportunity and UAS is taking its sweet time getting in the way by delaying my loan transfer to the XXXX XXXX XXXX XXXX. It is unacceptable that I have been waiting this long and have had to turn down opportunities that would put me in a more financially stable place ( like starting school ) where I could begin paying back my loans, because UAS has taken over 8 months to transfer my loan and still has not done so.