Consumer complaint received 2015-11-22 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Keep getting calls about my loan
Company: ACCESS GROUP INC.
State: IL

Complaint narrative:
Pursuant to a letter I received from XXXX ( XXXX XXXX XXXX ) dated XXXX XXXX, 2015, the creditor, Access Group, had agreed to place my account on hold for 3-6 months, with a re-evaluation afterwards to determine what further action would be taken. On or around XXXX XXXX, 2015, I also spoke with XXXX XXXX, Consumer Affairs Team Lead at XXXX, the drafter of the XXXX XXXX letter. She told me the letter was on the way and confirmed that I would be calling XXXX to set up payments once I was in the position to be able to do so, no later than 6 months from the date I had first notified XXXX that I had been laid off, which was XXXX XXXX, 2015. I told XXXX that I had it on my calendar to call them on or by XXXX XXXX, 2015. 

On XXXX XXXX, 2015 at XXXX, I received a call from XXXX. Another call from the same number occurred on XXXX XXXX, XXXX. No messages were left. However, after searching the number via XXXX, the number calling was XXXX XXXX, a collection agency. Since I knew my student loans were with XXXX and I had no other outstanding debt, I did n't return the call out of fear it was a scam. On XXXX XXXX, I received XXXX calls from XXXX XXXX at XXXX and another at XXXX. Messages were left with both calls informing me that this call was from a debt collector. I did not return the calls, for the same reason as previously stated. I noted on my calendar the date of these calls, expecting a Dunning letter with in five days. I never received one. 

Pursuant to my agreement with Access Group, on XXXX XXXX, 2015, I called XXXX to set up payment arrangements. I spoke with XXXX XXXX, XXXX, ext XXXX. He informed me that the accounts had been placed with XXXX on XXXX XXXX, 2015. I was very upset because it was a clear misrepresentation of what was written in the XXXX XXXX letter. He agreed and said that he would reach out to Access Group to see if the account could be reinstated. I informed him that I was now in the position to pay and that was the purpose of my call. I agreed to call him on XXXX XXXX, 2015 if I had n't heard from him sooner. I called him on XXXX XXXX, and left a message asking for status on this issue. I never received a return call. 

That same day, I called XXXX at XXXX and spoke with XXXX XXXX. She explained the accounts placed with them were in fact the student loans that were previously placed with XXXX. I told her about the XXXX XXXX letter and that I was upset because this was a misrepresentation of the agreement I had with Access Group. I also informed her I was upset that I had yet to receive a Dunning letter. She said that they had sent it out, but to a different address, an address I had n't lived at in over 5 years. This was frustrating because XXXX clearly had my new address on file I used that address to go through the XXXX point verification. Further since XXXX had my updated mailing address, as evident of the XXXX XXXX letter, it makes no sense to me why when the account was transferred to XXXX , the most current mailing address was n't also transferred. I told XXXX I was going to be filing a complaint with the CFPB in regards to the misrepresentation and she explained that Access Group did n't have to wait the 3 to 6 months to change collection agencies. I explained that may be the case, but they still must honor the agreement and by changing collection agencies, it has resulted in collection calls which is a clear misrepresentation of what they had agreed to do in the XXXX XXXX letter, placing the account in a hold status until XXXX XXXX, 2015. I asked that a Dunning letter be sent and my accounts be validated so that I can ensure the payments I had made previously were included and the accounts are otherwise verified

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation