Consumer complaint received 12/22/2017 about Student loan (Federal student loan servicing) with GC Services Limited Partnership (TX).
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint: I took out a loan in XX/XX/XXXX, and after the debt crisis the loan was bought and sold and I could no longer keep track of who was in charge of it. I am aware that when someone sells your loan you are to be notified as well as when someone buys it. I have not heard from anyone in nearly 9 years regarding my debt and saw no record of it on the credit reports. I am aware that 6 months after you are no longer enrolled in classes is when you need to begin payment, and if you don't you should then hear from someone about wage garnishment. I just received a letter on XX/XX/XXXX about my debt and that I was subject to wage garnishment if I did not respond within 30 days. This letter was not sent via certified mail, which I find problematic because there is no way for the company to prove that I did in face receive it. I did not get the letter until after that 30 day period as I was traveling out of town ( for work and the Holiday 's ). 

I called XXXX XXXX XXXX on XX/XX/XXXX to plead my case and try to explain why I had not returned their letter in the 30 day period. I spoke to XXXX ( my loan adviser ) and asked her if there was any way to reverse the decision to garnish my wages since I was out of town for work and that is why I couldn't return their letter. She said they did not make that decision and directed me to The Department of Education at XXXX. They said they don't make the decision to garnish wages and sent me back to XXXX XXXX XXXX. I spoke to XXXX at extension XXXX and he told me that because a second notice of garnishment had not yet been sent out that if I completed all my paperwork to be enrolled in their loan rehibilitation program that they would not garnish my wages. I supplied all of the info they needed to be enrolled, and was then transfered to another XXXX XXXX XXXX employee who would then review all of the information me and XXXX has exchanged. I asked both of these employees if my wages would be garnished and they said no. They informed me the next step would be receiving a document called " Repayment Agreement Under the Loan Rehabilitation Program. '' that must be signed and returned 10 days after I receive it. By XX/XX/XXXX I  had not recieved this document so I called XXXX XXXX XXXX to ensure that I had completed everything correctly and that my wages would not be garnished. XXXX at that time told me that she was confused because the notations on my account stated both that my wages would be garnished and that they would not be. I was connected with her boss XXXX XXXX and he told me that my wages would be garnished no matter what and that they were not responsible for the false information their employees has given me 2 days prior. 

I had not heard from the company until XX/XX/XXXX when I finally received the " Repayment Agreement Under the Loan Rehabilitation Program '' letter. I did not submit a response to it as I was told I had 10 days after receipt of that letter to respond which would be XX/XX/XXXX. The letter itself said I has until XX/XX/XXXX to respond. I got a call from XXXX at XXXX XXXX XXXX on XX/XX/XXXX. She called to inform me that I had until XX/XX/XXXX to return the " Repayment Agreement Under the Loan Rehabilitation Program '' letter signed. I informed her that I was told by XXXX at extension XXXX that I had 10 days to return ( technically XX/XX/XXXX ), and that the letter itself says it must be returned no later than XX/XX/XXXX. I expressed my concern that they were confusing me by not being able to give me a solid due date. I also expressed my frustration that my wages were going to be garnished even though 2 other employees stated they would not. She informed me that my wages were NOT going to be garnished after all ( apparently they can not begin garnishing wages until a second notice has been sent out. I don't know why everyone else before this point was telling me they would definitely be garnished if that letter had never been sent out ). I told her I would like to speak to a manager because this is the 3rd time the story has changed. She said one would call me back that day to give me the correct information since my paperwork needed to be submitted the next day. The manager did not call me back that day. I called them the next day on XX/XX/XXXX and was connected with XXXX XXXX again ( the day my paperwork was hypothetically due ), and they informed me that even though they have given me conflicting information that my wages were not going to be garnished, and that I had until XX/XX/XXXX to returned my signed letter. 

Just to clarify : I was told my wages were going to be garnished on XX/XX/XXXX by XXXX, then told they were not on XX/XX/XXXX by XXXX, then told that they actually were going to be garnished on XX/XX/XXXX by XXXX and XXXX XXXX, and then told on XX/XX/XXXX that they in fact were not going to be garnished. I was told my " Repayment Agreement Under the Loan Rehabilitation Program '' letter was due signed 10 days after I recieved it which would be XX/XX/XXXX, the letter itself says it was due on XX/XX/XXXX, then told by XXXX on XX/XX/XXXX that it was due XX/XX/XXXX, then told by XXXX XXXX on XX/XX/XXXX that it was due on XX/XX/XXXX. 

I think this company is giving out misinformation in order to confuse the consumer into missing important deadlines which in effect allows them to garnish their wages or collect more money from them. OR they are just uninformed and that is equally as dangerous. 

I want to let you know that one of the documents I am attaching ( XXXX ) is protected by a password- that password is my zip code : XXXX. 

I would also like to notify you that all calls at XXXX XXXX XXXX are recorded, so you could potentially collect those phone calls for your records. 

Thank you for all that you do.

Company response to consumer: Closed with explanation