Consumer complaint received 2026-05-27 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: HEARTLAND PAYMENT SYSTEMS INC
State: MA

Complaint narrative:
I am submitting this complaint regarding my ongoing experiences with XXXX and what I believe are predatory, negligent, and obstructive servicing practices that have repeatedly interfered with my ability to manage and repay my student loans responsibly. For an extended period of time, XXXX has repeatedly failed to maintain accurate contact information on my account despite numerous attempts on my end to correct it. I have called multiple times to update both my mailing address and email address. Although representatives temporarily update the information during the call, the account consistently reverts back to an old, defunct student email address that I no longer have access to. As a result, critical notices, payment alerts, delinquency notifications, and account communications continue to be sent to an inaccessible email account where I can not see them. This has directly contributed to missed communications regarding my loans and has harmed my ability to stay current on payments. I have made repeated good-faith efforts to resolve this issue, but the corrections never remain in place. Additionally, XXXX online payment and account management system appears fundamentally unreliable. I attempted to set up automatic payments to ensure timely repayment. However, the autopay system repeatedly malfunctioned. At one point, the system inexplicably reduced my payment amount to approximately {$10.00} without my authorization. When I attempted to correct the payment amount, the autopay enrollment disappeared entirely. Their login and account verification systems are also deeply dysfunctional. The website frequently locks me out of my account because the two-factor authentication system fails to send verification codes. When the codes do not arrive, the system automatically flags the login attempt as failed and locks the account. Once locked out, regaining access is extremely difficult because customer service is effectively inaccessible. Their customer service hours are extremely limited and overlap almost entirely with my working hours. I work full-time and have repeatedly spent lunch breaks attempting to contact XXXX, only to remain on hold for extended periods without receiving assistance. Even when I do manage to speak with representatives, the same issues continue recurring without resolution. Despite these persistent technical failures and barriers to access, XXXX continues to report negative information to credit bureaus. I find this deeply concerning because the companys own systems actively interfere with borrowers ability to access accounts, receive notices, maintain accurate information, and make payments reliably. The overall experience has created the impression that the servicing system is designed in a way that makes repayment unnecessarily difficult. Borrowers should not have to fight this hard simply to access their accounts and pay their loans. The combination of inaccurate account information, broken authentication systems, unreliable autopay functionality, inaccessible customer service, and aggressive credit reporting practices feels inherently predatory and harmful to consumers. I am requesting that the CFPB investigate these practices, require XXXX to correct my account information permanently, review any negative credit reporting associated with these servicing failures, and evaluate whether their systems and servicing procedures comply with fair consumer protection standards.

Company response to consumer: Closed with explanation