Consumer complaint received 2024-02-20
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: College Ave Student Loan Servicing, LLC (MO)

The first half of my loan was dispersed XX/XX/XXXX and I received a bill stating my first payment was due XX/XX/XXXX. I set up auto payment on my account for the amount due to be paid on the XXXX of every month. The XX/XX/XXXX payment when through with no problems. I received my second bill electronically on XX/XX/XXXX stating my next payment was due XX/XX/XXXX and it would be paid through autopay. There were no last fees or past due amount listed on the bill. On XX/XX/XXXX, auto pay was attempted 3 times, 2 of those were reversed-I am unsure why-and the 3rd auto pay attempt has gone through. On my account transactions tab on my online account, the 3rd attempt at payment shows that it went through. I also have confirmation from my bank ( XXXX ) that my account was debited on XX/XX/XXXX. The multiple attempts at autopay appear to have electronically triggered another bill in error. On XX/XX/XXXX I received another electronic bill for the same billing period ( XXXX ) for the same amount, listing the due date of XX/XX/XXXX even though it had already been paid. The XX/XX/XXXX bill stated it would be paid through autopay on XX/XX/XXXX ; my past due amount on this bill also stated XXXX. On XX/XX/XXXX, my monthly electronic bill was generated stating I now had a past due amount for the due on XX/XX/XXXX even though my account had already been paid. This bill stated that my total due amount was double my previous monthly amount. On XX/XX/XXXX, I received a past due notice-well after my payment had been received on XX/XX/XXXX. On XX/XX/XXXX, my bank account was also debited double the monthly amount due through autopay, thus representing a " extra '' payment since I was not past due to begin with. I called customer service 4 times on XX/XX/XXXX to try and fix the error. I was given multiple different reasons for why I received a past due notice, with none of them making sense. These are the reasons I was given : XXXX ) the past due notice was sent prior to my payment being received. This is false. My payment was received on XX/XX/XXXX while the notice was generated on XX/XX/XXXX XXXX ) My account was past due from XX/XX/XXXX and payed up on XX/XX/XXXX. This also false, my XXXX bill, generated on XX/XX/XXXX does not list a past due amount. Additionally, no payments are listed on my account nor was bank debited on XX/XX/XXXX. 
XXXX ) My monthly total is actually {$66.00} so I was underpaying, thus, the past due notice. This also incorrect. I have referred back to my bills, and the total amount due has never said {$66.00} and my previous bills did not list a past due amount until the XX/XX/XXXX bill following the multiple attempts at autopay and reversals. When I asked the customer service member where she " found '' that monthly payment, she could not tell me. She simply told me " well that's what your monthly payment is. '' My assumption is she was looking at something on my loan documents that included BOTH of my dispersement however only XXXX dispersement ( half of the total loan amount ) has only been dispersed at this time. Multiple times, the customer service agents assured me that I had not incurred any late fees, nor had the " late payment '' been reported to the credit bureaus. I find this to be unacceptable. If the company made an error, it should be corrected regardless of whether it was reported or fees were incurred. I attempted another call on XX/XX/XXXX and asked for a supervisor. I was told a supervisor was not available but one could call me back in XXXX business days. At this point, I have little confidence that College Ave will actually follow through.