Consumer complaint received 2023-05-12
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: TRANSWORLD SYSTEMS INC (VA)

This is my THIRD complaint with the CFPB. PLEASE READ THIS IN ITS ENTIRETY!! 

To start, I sent in my forbearance request to a XXXX XXXX XXXX of University Accounting Service ( UAS ) by email on XX/XX/XXXX as per her request and was told it will take 10-14 days to process. We are now past that 14 days and I still have not heard anything. Then, I sent a follow-up email asking for confirmation of receiving my email to both XXXX XXXX and UASs main email, UASconnect, on XX/XX/XXXX. I still have not heard anything from XXXX XXXX while someone from Borrower Relations at UAS contacted me on XX/XX/XXXX asking to provide information that was already included in the paperwork submitted and attached to the email they were included on ; I have since replied with all of the attachments again ( see attachments ). I am beginning to wonder if XXXX XXXX even works for UAS or if UAS is a legit company. Due to a lack of response, I will end up being delinquent as my payment is due on XX/XX/XXXX, which is through no fault of my own. If these issues are not addressed, it could also result in possibly having to go into a default status causing a major negative impact to mine and my co-borrowers credit report. 

Based on my agreement that was signed with XXXX XXXX XXXX XXXX ( XXXX ) in XXXX, I should be given two choices when it comes to repayment. However, XXXX XXXX informed my co-borrower that she was not aware of a second option and requested that I send in a copy of my agreement so she could read through it and help me understand it better. ( 1 ) UAS should have a copy of my agreement on file already and ( 2 ) it should not be my job to provide it. This leads me to believe that UAS may have lost the original agreement or possibly that UAS forged mine and my co-borrowers signature on another agreement that we have not received nor have we signed a second/new agreement. 

This brings me to a third issue that I previously brought to UAS attention. My payment due date has been changed three times. The first time it changed, UAS claimed that they had the right to change it based on when I graduated in XXXX ; this response was received in the first complaint I filed with the CFPB submitted XX/XX/XXXX. The second time, UAS changed it back to the tenth of every month as promised per my request, through my second CFPB complaint submitted XX/XX/XXXX ; and a week later changed it to the fourteenth of every month. UAS says my due date can be found in my promissory note. However, I have no due date listed in my agreement/promissory note. UAS also claims that as I furthered my education I forfeited my right to a 6-month grace period, which is not stated anywhere in my agreement. As a result, I have had to file an in-school forbearance while completing my XXXX program to which I do not qualify as this is not an option listed in my agreement under forbearances ( only military and financial hardship are listed ). 

The fourth issue is that after filing an in-school forbearance, I have had the interest capitalized, which I know happens as it is stated in my agreement. However, no where in my agreement does it say that my credit limit increases as a result of capitalized interest. The agreement, and every definition, states that capitalized interest is added to the principle of the loan. Based on this, my credit limit should still reflect {$75000.00} and my principle should reflect {$74000.00} plus capitalized interest. My agreement also states that my credit limit will not increase unless the borrower or co-borrower asks for an increase. This has had a negative impact on my credit and my co-borrowers credit. I request that my credit limit be set back to {$75000.00} like it has been since the acceptance of my application in XXXX. 

The fifth issue is that XXXX does not want anything to do with this loan. When we ask them questions about it, they tell us they have never heard of the loan as they no longer offer it and refer us to UAS. UAS, in response to those questions, asks us to contact our lender, XXXX, for help. As you can see, we are constantly being sent in circles. We spoke with a manager at a branch of XXXX on XX/XX/XXXX and said she would get with the loan department to figure all of this out, but we have not heard back from them and it is now XX/XX/XXXX. Another example of this as of XX/XX/XXXX, XXXX has sent us back to UAS with a phone number and link to make payments, while also stating that the lending department cant review the loan details and that manager has given the information to their boss who is going to do more research. 

Going off of making payments, it was brought to my attention that I am being over-charged for monthly payments. As previously stated, there are two options for repayment listed in my agreement. One of the two repayment options has the amount being amortized over a span of 25 years, and the other option has the amount being amortized over 40 years for the first 2 years of repayment and then the amount gets amortized over 23 years. Both payment options give me a monthly payment that is less than what UAS is charging me. UAS appears to be amortizing my amount over 18 years. I have confirmed this with my mom who works at a completely different credit union and is well versed in the federal regulations associated with lending products. 

I could go on and on but at some point UAS has to stop creating their own rules that are outside of my signed loan agreement. UAS needs to correct their mistakes and stop taking advantage of people who have loans with them. Looking at everything, UAS is constantly changing things about my loan to suit their needs. If that is the case, then why should I be held accountable for a loan that the servicer is treating as their own personal loan? Since when is it okay to take advantage of graduating college students? Would you allow your kids to have the same thing happen to them? I am beginning to wonder if any one can help me with this since the CFPB does not seem to acknowledge any problems as this is the third complaint sent through them. I have spent numerous nights questioning whether it was worth it to have gone out of state for college or if I should have held off. I have had numerous anxiety attacks, depressive episodes, and spent nights crying hoping this would all be over. Therefore, I will be seeking legal help and follow-through with arbitration as this has been going on for three years.