Consumer complaint received 2025-02-19 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Climb Credit Inc.
State: TX

Complaint narrative:
I applied for a student loan in XXXX to get my certification from XXXX. The private loans were serviced through Climb Credit. After applying and getting approved, my payment amounts and start dates changed several times. I spoke with numerous representatives through chat, all of whom gave me conflicting information about my monthly payments and start dates. Initially, I was told my payments would start on XX/XX/XXXX, then XX/XX/XXXX with a lower payment for the first XXXX months, followed by an increase. The only consistent information was that payments were due on the XXXX of each month. 

After further discussions with representatives, I was advised that my payments would not start until XX/XX/XXXX, meaning I wouldnt make any payments for the first XXXX months. By XXXX, I accepted this information as final. However, about a week and a half ago, I logged into my Climb student loan account after receiving an email about an upcoming payment. My account now stated that my first payment was due on XX/XX/XXXX, but it still showed a monthly due date of the XXXX with the first payment in XXXX. 

To clarify, I called and spoke to another representative who confirmed the payment date change. I explained the conflicting information I had received and reiterated that my due date was supposed to be the XXXX of each month, with the first payment starting in XXXX. He was unsure why it was reflecting differently and advised me to update my account myself. 

Yesterday, Climb sent me this email the day before my due date : Dear XXXX, We wanted to inform you that unfortunately, due to a system error on our part, an incorrect date was assigned for your first loan payment. Our system incorrectly indicated that your payment was due on XX/XX/XXXX. 

We sincerely apologize for any inconvenience or confusion this may have caused. We understand the importance of accurate and timely financial information, and we take full responsibility for this mistake. To rectify the situation, we have immediately corrected the error in our system. Your first loan payment is now scheduled for XX/XX/XXXX. 


We are very sorry for any disruption this error may have caused in your financial planning. We value your trust and confidence, and we will take all necessary steps to ensure that such errors do not occur in the future. 



If you have any questions or concerns, please do not hesitate to contact our customer service department at XXXX or reply directly to this email. We are committed to resolving this issue and providing you with the best possible service. 


The Climb Credit Team I recently found out that I am pregnant, and my husband has been laid off for almost XXXX months. We have budgeted and planned our finances, including this loan, around the dates given to us for our bills. Climb Credit misled us multiple times about when my monthly payments would start, and now having to make payments immediately has put my household in a bind.

Company response to consumer: Closed with explanation