Consumer complaint received 2025-03-06 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Stratus Financial LLC
State: GA

Complaint narrative:
In XXXX of 2024 I called XXXX XXXX to inquire about the process of removing myself from the XXXX. I spoke to a lady named XXXX. She said that I was not the primary and therefore could not get my name off it, neither could I terminate the loan. She said that she would pass the message/concern to a Servicing XXXX and that they would call me back within a day. I did not Get a call back for I believe a week. I can get notes on specifics. About a week later I texted and called miss XXXX who said the same thing and that she would ensure that her XXXX would get this and call me back. I eventually heard back from the XXXX, a lady named XXXX. She told me that I was not the primary and that she would look into what could be done and said I'd get a call back with answers. I don't believe I received a call back, so I called XXXX back and she apologized and said that she would have someone from counsel call me back. I believe she said within a week... but I did not get a call back. I then got busy with some personal matters and then had to deal with some hurricanes and illness and was not able to call again. Still, I never received a call until I called back to request for a status. I spoke to XXXX again and she said that some one from couple should have called me back and that they would. I never heard from anyone, rather I received an email from a gentleman named XXXX XXXX whom was able to cancel the loan without ever speaking to me. I tried to reach him multiple times and finally spoke to him. we spoke on XXXX XX/XX/year> ... I believe? he said that he was able to do what everyone else had said was not possible be cause " the good thing is that I was the primary " yet, the XXXX members of the XXXX XXXX XXXX told me and the student that I could not get anything done because I was not the primary. He agreed of my upset regarding the delay in all of this happening, and that he would look into the process of disputing charges from the moment I called in XXXX to cancel the loan. He said that he would gather the recordings of the calls, which he sent to me. In XXXX recordings stratus representatives told me that I could not get anything done and that I would get a call back from counsel. This never happened. They lied about the student being the primary borrower, then delayed the process by not relaying information to the parties they said they would. Then, XXXX XXXX was able to cancel the loan without ever discussing anything with myself or the primary borrower. Since then, my identity was compromised in XXXX XXXX. I did not have access to my email or any applications on my phone. when I finally gained access I reached to stratus because of an email from XXXX XXXX stating that they had never said what is clearly heard in the recordings. I have tried to reach out to XXXX XXXX and XXXX without luck. I don't believe that I should be liable for a delay and lie from the company. XXXX XXXX agreed to look into what could be done in a recorded conversation. Yet I have not heard anything regarding that. 
This is not only bad consumer service but what seems like a illegal business by lying to your customers about information that you as a company have access to and although verified my contact and personal information to access said data, you lied about what could be done. Then delayed the process as to increase the amount of debt.

Company response to consumer: Closed with explanation