Consumer complaint received 2025-02-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: HEARTLAND PAYMENT SYSTEMS INC
State: CA

Complaint narrative:
I am writing to formally file a complaint against my federal student loan servicer, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, due to their ongoing mishandling of my loan, lack of consistent policies, and failure to follow through on their promises, which have caused severe emotional and financial hardship. I am requesting a personal review of my loan status and ask that my loan be removed and canceled due to the administrative errors and inconsistent, conflicting information I have received from XXXX. 

On XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX standard time, I mailed my completed deferment application to XXXX, following the instructions provided by their representative, who informed me that the paperwork needed to be received by XX/XX/XXXX. I sent the documents via USPS, and tracking information ( Tracking Number : XXXX ) confirms that the package was delivered and signed for on XX/XX/XXXX, at XXXXXXXX XXXX and was signed for by an XXXX  agent. However, on or around XX/XX/XXXX, I received a letter stating that my deferment application had been denied because my loan had been transferred to the U.S Department of Education XXXX XXXX XXXX. 

Upon calling XXXX  for clarification, I explained that I had mailed the form well in advance and provided them with the tracking information. The representative first told me that no one was available to discuss my situation and would not offer any help. When I persisted, I shared the tracking details, including the estimated delivery date of Saturday, XX/XX/XXXX, and the actual devlivery of the completed form on Friday, XX/XX/XXXX at XXXXXXXX XXXX, that has a signature confirmation from XXXX of their XXXX  agents. After reviewing the tracking details, the representative placed me on hold and later returned stating that the reason my deferment was being denied was due to the fact that the form was received on a Saturday, when the office was closed. He claimed that they could deny the deferment application regardless of it being received on time because it was not processed on the same day of their office being closed. 

However, I clarified again that the tracking showed the form had been signed for on Friday, XX/XX/XXXX, and not on the weekend as he originally suggested. After this clarification, he assured me that he would escalate the issue and promised to follow up with me on Thursday, XX/XX/XXXX. He even stated that he was going to request an explanation regarding the difference between receiving and processing forms because he acknowledged that this was unclear and there seemed to be no formal policy in place regarding that distinction. 

Unfortunately, when the promised follow-up did not happen, I called back on XX/XX/XXXX and spoke to another representative. She was rude and dismissive and informed me that it didnt matter if my form was received on time ; the application would still be denied if it was not processed by the deadline. She could not provide me with any written policy supporting this, nor did she offer any explanation for the inconsistent information I had received. When I asked for this policy in writing, she told me that there was no formal record and that I would not receive any clarification in writing, even though they had proof of my timely submission through the tracking information with signature confirmation. 
I am deeply frustrated and distressed by the lack of professionalism and transparency in how my loan has been handled. The failure to follow up on their commitments, to process my deferment properly, and to communicate consistently has caused significant emotional and financial harm. Ive worked hard to do the right thing, yet XXXX  errors have left me, my family, financial standing, credit, repayment status in a stressful and vulnerable situation. 
This situation has had a severe impact on my mental health. My mind is constantly racing, worrying about my credit, my children, and our basic needs. I have had to deal with a family loss due to the XXXX  wildfires, and Im struggling to pay for childcare for my toddlers. The financial strain of trying to manage everything, including this loan issue, has been unbearable. I can not afford to have my credit harmed due to someone elses mistake, especially when I have always tried to honor my responsibilities despite my difficult circumstances. As a loan servicer XXXX  should not be allowed to get away with making administrative errors that severely impact borrow rows with out any mediation, support, or accountability. 
The mishandling of my loan and the conflicting instructions I received make this situation feel even worse. Its incredibly disheartening to be penalized despite following all instructions and providing proof of timely submission. I understand that deferments are meant to provide relief in times of hardship, and I feel that XXXX  actions have unjustly denied me that relief. As the representative informed me that completing my deferment would have placed my loan in good standing. 
This lack of consistency and transparency indicates to me that XXXX  is operating without formal, standardized policies and is instead creating arbitrary rules that place undue financial burdens on borrowers. I now believe that this situation is not an isolated case, but part of a larger pattern of mismanagement that has negatively impacted my financial standing and caused unnecessary hardship.

Company response to consumer: Closed with explanation