Consumer complaint received 2025-09-09 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Central Research Inc
State: TX

Complaint narrative:
I took out a Parent Plus loan in the amount of {$5000.00} in XX/XX/XXXX to supplement my child 's student loans. My contact information ( name, address, phone number, and email ) all remained the same throughout the inception of the loan until I discovered that the loan had been transferred from XXXX to XXXX on XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX. I was NEVER notified of the loan transfer that apparently occurred in XX/XX/XXXX by either the US Dept of Ed, FAFSA, XXXX, or XXXX. XXXX maintains that they sent a " Welcome Packet '' email to me in XX/XX/XXXX and that I was to register an account with them. I did NOT receive an email from them. I received an alert from a third party credit monitoring app, XXXX XXXX, on Sunday, XX/XX/XXXX that a " Dept. of Education '' loan was 90 days passed due. I was shocked and immediately dug deeper. I logged into my XXXX account, but it said that there was no payment due. Confused, I investigated further through TransUnion and discovered that the loan was now with XXXX, which I had never heard of. I Googled the XXXX XXXX and found that they were a student loan servicer for US Dept of Ed. I visited the site and was able to establish an account on Sunday, XX/XX/XXXX, at XXXX XXXX XXXX. It was then to my horror that I discovered the account was 90 days past due and had accumulated significant penalties and interest. It being a Sunday, I could not take any action until the following morning. I called XXXX on XX/XX/XXXX at XXXX XXXX  XXXX. I spoke with a representative for XXXX minutes and XXXX seconds regarding the account. My first question was why I was NEVER notified about the loan transfer in the first place. The representative maintained I was sent an email in XXXX ( I did NOT receive that email ). My second question was why I was NEVER notified about the status of the loan or missed payments. The representative maintained that a call was made on XX/XX/XXXX but that a " voicemail could not be left. '' My call log does show a single phone call from XXXX on XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX, but no voicemail was left despite me having an operable voicemail. I had no way of knowing who the caller was or what it was regarding since no message was left, and I honestly didn't give it any thought with as many calls that I get. That is the only call that appears in my call logs. I NEVER received a single email, text, or US mail from anyone regarding the account transfer or account status. In today 's digital age, most creditors will barrage a consumer for any missed/late payment, but I was not notified aside from the call they made on XX/XX/XXXX but they did not leave a message. I then asked how to immediately rectify the situation, settle the account in full, and repair the damage to my credit. The representative said that they do not offer nor honor " goodwill requests '' and that the minimum amount due would need to be paid. I opted to pay the entire balance, including the penalties and interest, in full at that moment. I gave my bank account information and authorized payment in the amount of {$5700.00} on XX/XX/XXXX at XXXX XXXX XXXXXXXX. I have ALWAYS maintained exceptional, stellar credit. My scores prior to this incident were : XXXX with XXXX XXXX XXXX, XXXX with XXXX XXXX  XXXX, XXXX with XXXX, and XXXX with XXXX XXXX. I have physical proof to affirm my assertions. I have always been very XXXX  with all things financial and keep meticulous records with all of my debts and assets. Why on XXXX would I intentionally sabotage and summarily destroy my lifelong history of excellent credit for a paltry {$5000.00} loan? I had NO KNOWLEDGE that the loan servicer changed from XXXX to XXXX in XX/XX/XXXX. I had NO KNOWLEDGE that the account was changed to " Repayment Status '' in XX/XX/XXXX not even 30 days after the loan was transferred. I had NO KNOWLEDGE that there were XXXX missed payments. I had NO KNOWLEDGE that the account was delinquent. The US Dept of Ed, FAFSA, XXXX, and XXXX did not exercise due diligence in informing me, the consumer, about the loan transfer, loan status, missed payments, and delinquency. I found out from XXXX different third parties, XXXX XXXX and TransUnion, and my own investigation and discovery! I IMMEDIATELY reached out to XXXX, paid the loan in full, and satisfied my debt. I do not dispute the money owed, but I do resent that I was not notified at all about any of the changes regarding the loan. I paid additional penalties and interest that otherwise would have been non-applicable HAD I BEEN INFORMED about the loan details. I especially protest my credit being destroyed when I have demonstrated lifelong responsibility with my credit. How could I have paid a debt when I was not informed that it was owed? Further, XXXX was actually aggressive and hostile when I asked for grace. They vehemently refused to extend mercy but denied having any culpability whatsoever in their abysmal failure to notify me of the loan transfer and details regarding repayment and delinquency. I adamantly attest this to be deceptive and predatory behavior by the above mentioned entities regarding this matter. The way I have been treated by the US Dept of Ed, FAFSA, XXXX, and XXXX is reprehensible. The assault on both my character and integrity is astonishing. My financial health and credit should not be jeopardized indeterminately of no fault of my own. I would have satisfied the terms of the agreement timely had I had knowledge of it and been kept informed by the involved stakeholders.

Company response to consumer: Closed with explanation