Consumer complaint received 2026-05-07 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Central Research Inc
State: MI

Complaint narrative:
I am filing a complaint regarding the servicing of my student loans by XXXX XXXX XXXX servicing related to unauthorized repayment plan changes, involuntary forbearances, autopay failures, lack of communication, and resulting financial harm. I had an active autopay arrangement established for the XXXX of each month, and my payments had consistently been approximately {$710.00} per month. I did not request any repayment plan changes, pauses, or forbearances. In XXXX, the servicer experienced what they described as a system error that changed repayment plans for multiple borrowers. During my communications with the servicer, representatives acknowledged : my repayment plan was changed due to a system/system processing error, my XXXX payment was skipped because the account was placed into forbearance, my repayment plan was recalculated multiple times, my XXXX payment was also skipped due to additional corrective actions, and these actions were taken without prior communication or authorization from me. The servicer further acknowledged that they failed to notify me of these issues before my payments were interrupted and repayment terms altered. As a result of these servicing errors : accrued interest increased significantly, my payment allocation changed so that more of my monthly payment is now being applied toward accrued interest instead of principal, my repayment progress was negatively impacted, and my monthly payment amount changed multiple times without my authorization. Although the servicer admits the repayment disruptions and forbearances were caused by their own system error, they have refused to provide any remediation, interest adjustment, or account correction. Their position is that interest continued accruing during the involuntary forbearance periods and that no relief will be provided, despite the fact that the interruptions were entirely outside of my control. I believe I have been financially harmed by the servicers errors and lack of communication. Had the autopay process and repayment plan remained unchanged as originally agreed, my payments would have continued being applied normally and my accrued interest/principal balance trajectory would not have been adversely affected. I am requesting : A full review of my account servicing history ; A written accounting of all repayment plan changes, forbearances, skipped payments, and accrued interest during the affected time period ; Review for reversal or adjustment of interest/accrual impacts caused by the servicing errors and involuntary payment interruptions ; Confirmation that my repayment plan and autopay settings are restored correctly ; Assurance that negative servicing consequences resulting from this error will not continue to affect my account. I have screenshots/documentation of my communications with the servicer acknowledging the system error, repayment plan changes, skipped payments, and lack of prior communication.

Company response to consumer: Closed with explanation