Consumer complaint received 2025-07-11 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Ascent Holding Co
State: SC

Complaint narrative:
On XX/XX/XXXX, I submitted a Postpone Payment Request Form and a XXXX XXXX XXXX through Ascents online portal. I did not receive any confirmation or acknowledgment. I followed up by phone on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and was told to wait 710 business days for a response. 

I checked the online portal daily for a confirmation, and on XX/XX/XXXX, I finally received the following message : " Thank you for contacting us about your Ascent Serviced by XXXX account. After researching the matter, I have submitted your account to be reviewed. I have attached a postponement link to this message : https : //www.ascentfunding.com/postponement/. I have found that we do offer an alternative repayment plan for 15 years at 36 months of {$910.00}, 36 months of {$950.00}, 36 months of {$1000.00}, and 72 months at {$1200.00}. '' This message was confusing and concerning because it failed to acknowledge the Postpone Payment Request Form and Goodwill Letter I had submitted on XX/XX/XXXX. 

On XX/XX/XXXX, I called again and explained that it had been over a month without a proper response. I emphasized that the XX/XX/XXXX message did not address the documentation I submitted. I was told again to wait 710 business days. I expressed that this was unacceptable and requested to speak with a supervisor. After being on hold for a total of 42 minutes, I was given the option to continue holding or receive a callback within 3 business days. I opted for the callback. 

On XX/XX/XXXX, I received the callback from a supervisor. I explained the ongoing issues, including that I had been unable to send messages through the online portal since XX/XX/XXXX. The supervisor apologized and said a complaint would be filed on my behalf. I was instructed to resubmit the Postpone Payment Request Form to cover XXXX months through XXXX in order to bring my account current. 

While on the call, I attempted to resubmit the form but the submission page was down. The supervisor stated she would submit the form on my behalf and initiate the progressive repayment plan referenced in the XX/XX/XXXX message, starting with a {$910.00} monthly payment in XXXX. I stated that this amount was unaffordable and asked if other options were available, but was told this was the only available plan. While we were still on the call, the portal became available again, and I was advised to go ahead and submit the form myselfwhich I did. 

On XX/XX/XXXX, I received a call from an unfamiliar number. The previous day, I had received a call from the same number, but no one spoke. On XX/XX/XXXX, the caller identified herself as an agent from a third-party company called XXXX Account XXXX She said XXXX was working with Ascent, but also admitted that XXXX and XXXX do not communicate directly unless a borrower agrees to a joint call. I had never been notified by Ascent that my account had been shared with a third-party company. Due to the lack of disclosure and concern for my privacy, I declined to continue the conversation. 

On XX/XX/XXXX, I logged into the portal and saw a new statement dated XX/XX/XXXX reflecting a payment due of {$970.00} on XX/XX/XXXX. I had not yet received this statement in the mail. I immediately called Ascent to ask why the payment amount had increased from {$910.00} to {$970.00}. The representative said the balance increases daily due to interest, which didnt make sense. I requested to speak with a supervisor and was told a note would be added to my account and I would receive a call within 710 business days. 

On XX/XX/XXXX, I called again because I still hadnt received a callback or any follow-up through the portal. I was again told to wait 710 business days. I asked to speak with a supervisor and was told Id receive a callback either later that day or the next. 

On XX/XX/XXXX, I called again to follow up since no one had contacted me. I was finally connected with a supervisor in the escalations department who acknowledged that my experience was unacceptable and stated that a complaint would be submitted on my behalf. She also confirmed that the payment amounts provided in the XX/XX/XXXX message were inaccurate and too high. She said she would submit an urgent request for billing to review my account and gave me a ticket number. I was told to expect a response within 7 business days. As of today, I have not received any follow-up. 

On XX/XX/XXXX, I received a mailed letter dated XX/XX/XXXX, listing even higher monthly repayment amounts : -begin date ( XX/XX/XXXX ) for 36 months : {$970.00} XXXX date ( XX/XX/XXXX ) for 36 months : {$1000.00} XXXX date ( XXXX/XXXX/XXXX ) for 36 months : {$1000.00} XXXX date ( XXXX/XXXX/XXXX ) for 72 months : {$1300.00} Once again, there was no acknowledgment of the documentation I submitted, no explanation of the increased figures, and no indication that my account had been reviewed. 

To this day, I have not received a resolution or proper follow-up. I am receiving phone calls from XXXX Account and mail from Ascent regarding the same student loan account, which is highly confusing and raises serious concerns. Ascent has never disclosed any authorization or notice that my account would be shared with or accessed by a third-party collections agency. 

This behavior is unethical and appears to be a violation of consumer protection rights under the Fair Debt Collection Practices Act ( FDCPA ), which requires transparent communication and written notice of debt collection activity and third-party involvement. 

My account continues to be mishandled. Since XXXX, this matter has been unnecessarily dragged out with ongoing delays, vague responses, and lack of acknowledgment, which appears to be an intentional effort to pressure me into accepting unreasonable repayment terms or giving up altogether. My credit has been negatively impacted due to this inaction, and the ongoing stress from this situation has been overwhelming. Although I am struggling financially, I was left with no other choice but to pay the current amount due on XX/XX/XXXX, to prevent further damage to my credit while this matter is resolved. Additionally, there appears to be a pattern of other borrowers experiencing similar issues with Ascent, which raises serious concerns about their servicing practices. My loan disbursement amount was {$47.00}, XXXX and the balance is now showing {$78000.00}. This matter must be thoroughly investigated.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation