Consumer complaint received 2016-11-22
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: GREAT LAKES (TX)

Complaint:
On XXXX XXXX 2016 I was notified by my HR department that Great Lakes Student loans for 15 % of my income. I immediately called in and even when I called in the automated system said yet again I do not have any loans with Great Lakes I pushed the prompt to speak with a rep who said I did n't have loans with them after she placed me on hold she told me it was with a different department. I called the number she gave and asked XXXX why the automated system said I had no loans with your company. She said because I called the wrong phone number. She advised that a letter had been sent I advised I never got a letter and I thought my loans had been transferred to the department of education since when I called prior the system said I had no loans with your company. She then told me there was nothing she could do. I advised I 'm on a rehab plan with the Department of Education she then told me that has no bearing on the current situation I 've been asked her is there a way to stop the garnishment because I can not afford it she told me that I could send them a income review sheet of which I did however after I sent in the income review she then advise me that her supervisor wanted me to send in my child support order and medical expenses now when I wrote the letter I never said I have medical expenses what I did say was that I have medical issues that cause me to miss out on work which means that I do not get paid when I miss out on work however she again told me that I needed to send in my child support order I asked her are you assuming that I have tried to support or are you asking she said that we need the child support order I told her that child support is not a guarantee form of income and can stop at any time that has no bearing on my finances because it is not a guarantee also I asked her why is it that I have to provide detailed documentation about my medical issues if I 'm telling you that I have these medical issues then unless there 's a policy telling me that I need to send in documentation for my doctor I do n't understand why she was asking probing questions however she did. After I ask to speak to her supervisor the one that will be reviewing my request of the stopping of the garnishment she did tell me that she does not take calls and that she will make a notation that I did not want to provide the information that she asked for I then proceeded to tell her I did not say that and that what I did say was I do not have what she is asking for her to assume that I have child support of which is not a guaranteed income even if I do have an order that that should not be considered because I ca n't guarantee that every month I 'm going to get that money every month even in the hardship letter I let them know that I one point I was working XXXX jobs but due to health care issues that I have I could not continue to work both jobs so I quit my XXXX job my question is why is it okay for your company to to have a system that misleads Borrowers when they have accounts with you but your system tells them that they do not so you would have borroers assume that they do not have an account I did ask so when was the last time anyone attempted to call me at the phone number that I have on file which is active I asked when was the last time someone tried to call me XXXX advised XXXX was the last time she seen so I 'm trying to understand what policies and procedures you have because at this point those are deceptive practices to have an automated system that does n't give accurate information leaving me open to garnishment when I could have easily set up a payment plan or rehab plan the same way I did with the Department of Education I feel as if the department handling my account does not want to help me can not account for the questions that they are asking me.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation