Consumer complaint received 2021-02-18 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't temporarily delay making payments
Company: TRANSWORLD SYSTEMS INC
State: GA

Complaint narrative:
Hello, My name is XXXX XXXX and I currently have a student loan account with University Accounting Services ( UAS Connect ). 

Myaccount number is : XXXX The purpose of this email is regarding my forbearance application that wasre-submittedonXXXX, XXXX. 

My first execution was sent via email : XXXXonXXXX  XXXX, XXXX. I sent a follow up email to the email account : XXXX as well as my UAS connect portal to confirm that the documents were received, but I did not receive any reply. 

OnXXXX  XXXX, XXXX, I called UAS XXXX multiple times to onlybe placed on hold for 30minutes and an automated attendant came on the line and stated there was no one availableto take my call and hung up the phone. 

XXXX XXXX, XXXX, I spoke to representativeXXXX who told me that there was no record of my documents and to resend the information to her email address. I resent my application to : XXXXShe stated to me that she received the application and will forward to the appropriate department. She then stated the process willtake 10 business days. 

XXXX XXXX, XXXX, I spoke to a gentleman regarding my application and the concerns that I have and he assured me that the applicationwill be processed no later thanXXXX XXXX, XXXX. 

OnXXXX XXXX, XXXX, I spoke to a young lady regarding my account and she stated to me that no one has started to work on my documents. She then stated that she will escalate the paperwork and byTuesday - XXXX, XXXXI will receive information concerning my account. 

OnXXXX  XXXX, XXXX, I called UAS and once again, I was on hold for 30 min. until the automated system came up and stated to me that no one was available to take my call and hung up. 

On XXXX, XXXX, I called to obtain the status of my application which has now been the allowed 10 business days of which I was told my application would be processed. The representative that I spoke to stated that there has not been any movement with my application and she will make my application priority. I then asked to speak to a supervisor of whichI was told that personwas in a meeting. I was given an email address of : XXXX to contact her, however, the email address did not go through. 

On XX/XX/XXXX, I spoke to another representative who stated that UAS XXXX is completely backed up due to the new system that is used and she will escalate this issue to her supervisor and the supervisor will contact me. I also asked for her to verify the supervisors email address that was given and she told me that best email address to contact was : XXXX. That is a different email that I received. The email address did not go through and I did not receive a return phone call from any supervisor. 

On XX/XX/XXXX, I emailed UAS XXXX this very same email showing what occurredand pleading for assistance as this could greatly impact my credit report. The email was sent to : XXXX and as of the date of this email, I have not received any response. 

On XXXX, XXXX, I called and to my surprise I spoke to XXXX again who stated she will escalate thematter and everyone is backed up and I will have to wait. I again explained to her my concern regarding my credit report and I was told that the only thing she could do is escalate my application. 

XX/XX/XXXX, I spoke to representative XXXXwho stated that she did not see my application being processed, but she will contact XXXX XXXX XXXX XXXX regarding my application and a supervisor will contact me regarding my application. She stated she put into her notes regarding my concern with the now late payments that was suppose to be differed as repayment started for me XX/XX/XXXX and continued every month on the XXXX of the month. 

Right now I am extremely concerned as my secondpayment has been due. I attempted to make a payment, but my payment was returned. I am now passed due forXXXX and XX/XX/XXXX payment and I do not have the means to make any payment. I constantly receive text messages and calls from my credit union regarding this past due account, and more importantly, I'm extremelyworried that I will now have a late payments on my account that will impact my credit report for 7 years. 

My fianc 's military unit has been XXXX, due to the pandemic, and I just graduated with my XXXX XXXX XXXX. My hours have been cut due to the pandemic and I have XXXX  children to take care of, along with my elderly parents who live with us. 

I am graciously asking you, could you please help me with processingmy forbearancedocuments. I can not afford to make any payments right now due to the current economic state and I do not want to have a negative mark on my credit report. That will damage my family for the 7 years to come. 
Thank you for assisting with my great concerns and please feel free to contact me via email or cell phone if you need any further documentation or information. 

Thanks for all that you do and I hope to hear from you soon. 
-- Warm Regards, XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX Direct : ( XXXX ) XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation