Consumer complaint received 2016-10-12 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Having problems with customer service
Company: TRANSWORLD SYSTEMS INC
State: PA

Complaint narrative:
I have been attempting to obtain a reduction in student loan payments. Currently, my wages and income tax refunds are under garnishment. On XXXX occasions the necessary paperwork has been submitted yet my responses have been in the form of letter advising me the XXXX has submitted my account for debt collection. On XXXX/XXXX/2016 I received a response to my latest request for a reduction. I immediately contacted the XXXX number ( Saturday hours were listed as XXXX ) at XXXX and received a recording the office was closed. On XXXX/XXXX/2016 I received another notice advising me the XXXX had placed my account in delinquency status with a collection agency ( Trans World Systems Inc ) and they were unable to contact me and I needed to contact them. I called and spoke with XXXX XXXX, who informed me the reason they send me this notice was due to their inability to get in contact with me and I needed to submit the same form I had submitted ( I have copies believe the credit agencies are UNFAIR in their practice and deliberately or callously delay repayment negotiations by constantly asking for the same information or in my case generating a debt collection notice when in fact the account is being repaid. The notice does not state a reason why all the paperwork was rejected or what was incorrect. The letter tells me to send all correspondence to the collection agency address. I submitted over 20 pages of documents and it is obvious they received something, what I find troubling with this situation is why I receive a debt collection notice rather than a professional acknowledgement of my documents as well as what items are further needed to process my request. It is time-consuming to gather all the documents required by XXXX for consideration of reduction. I am deeply troubled by the {$20.00}, XXXX in penalties assessed to my account and how no communication is mailed to me on a regular basis since my wages are garnished on a regular basis. Nor do I receive a balance statement. In the past I had to file numerous complaints against the collection agency for harassing calls at my workplace, cell phone and home phone. 
As I have stated to the agency in the past, I do not want phone calls, I want all communications in WRITING. That is not illegal or against the law to ask for this request. Yet when I submit information in writing, I am told they could not contact me and I need to call them. But when I call I am told I need to resubmit information previously submitted but with no explanation as to what if anything was incorrect. Not only do I seek a reduction in my monthly payments, but I am requesting to receive a monthly statement indicating how my monthly and yearly payments have been applied over the past two years as well as payments in the past. I feel the collection agency is being deceptive and assumes that customers are ignorant or afraid to question their questionable business practices.

Company response to consumer: Closed with explanation