Consumer complaint received 2018-07-26 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: Van Ru Credit Corporation
State: TX

Complaint narrative:
While my accounts are now with XXXX, consolidated and I am making a single payment, the loans were LOST after a XX/XX/XXXX medical bankruptcy. My issue is with Van Ru. I was screamed at, sworn at, had similar issues with XXXX and Van Ru ... nobody could tell me who had which loan, what was in rehab and what was not, and after rehabbing " all my loans '', they hadn't been, and mysteriously 8 into 9 payments of each rehab, " there was a paperwork error in house and your rehab was never signed off on ''. Each time the loans changed hands, THOUSANDS in collections fees were added to the loans, and capitalized. Since XX/XX/XXXX, I've paid the principal, and over, in interest and collections and rehab fees. I have a very enlightening recording of one call with Van Ru attached here, not objectively the worst call, with Van Ru but it highlights the issues with them and how they parse the truth since the objective is to KEEP you in loan purgatory-between default and rehab, and an article in MONEY described the calls I also received from their hit-man collector ( called me a XXXX and so forth, a waste of space and air, a failure, etc. ) XXXX and XXXX also had those calls. Then, you would get a call from someone else saying, sorry about all the horrible calls, but I am the nice person from here, and I can fix this for you ( and you would have the auto-dial calling stop ). I don't owe all of what I have in repayment. I  also have screenshots showing that XXXX can't even get their ( current ) website info together. I complained, they were really annoyed, and they appear to have fixed it ( now ), but still. Fun stuff. So, I would like to negotiate a percentage of what is owed and be done with this loans. The ombudsman took 6 months to retrace what all had happened and said it was one of the worst cases he had ever seen, a huge headache for him, and verified the loans were lost for years in fact. If nobody could find them when I was trying to repay them, and were like " yep, it's paid '', well XXXX. I want to pay it, but not the interest on when it couldn't even be found. I was paying a collector based on a report on my credit that I owed money without any verification that I actually did owe the money, since nobody had the paperwork! That, I think, is telling about the chain of custody issues described in some of the lawsuits.Total chaos with Van Ru. XXXX and XXXX had people call to say horrible things to you, and at XXXX XXXX  and XXXX XXXX, put me on auto-dialer with a fax for weeks. Awful. The one collector from Van Ru, I specifically mentioned to the Ombudsman, had threatened to burn down my house. This is not an exaggeration, this really went on. People overhead the calls on speakerphone, once my employer picked up and was screamed at.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief