The complaint has been investigated and
resolved to the customer's satisfactionResolved Account Control Technology — terrible experience
resolved to the customer's satisfaction
This company had taken over my school loan account and had contacted me through mail. I had called them to see what was going on with my account and why was it transfered to there company when I had been making monthly payment's with the previous company. My first encounter with this company was a very rude one. The representative was very aggressive and demanding and informing me that I would need to pay off the account in full right there and then. I did inform her that was impossible and I did not have that kind of money but I would be willing to make payments, but that was not acceptable to her and she suggested that I get the money from my family or my fiancé. She also asked me if we had set a date for our wedding, which I did inform here that we had not, and was not sure why she was asking me this. She was not helpful and did not offer any other options. She also was making it sound like I did not care what was going to happen with my account. I told her that I did not say that but I am not able to pay this loan off in full and they will not accept payment's from me. She ended the conversation saying 'Well I hope everything works out for you' and then just hung up the phone. After this phone call I was very worried and was not sure what was going to happen. A few weeks later my fiancé informed me that the same representative had called him discussing my information about my account with him. This made me very upset because the are not allowed to discuss anything with anyone who is not affiliated with the account. Once I called her to ask her why she called him she said she thought he was my husband and he would be willing to help me out. I told her that when we first talked on the phone I informed her we were not and that she actually asked me when we were getting married so she most defiantly knew that we were not. She said to me that it was noted in here computer that we were and she was going to correct it. After talking for a while she said we can do a payment plan every month. The payment was pretty high but I was concerned about my account and did not want to get in trouble so I did agree to it. After making payments for a few months I begun to notice the monthly letter they send me reminding me of my payment that will go though did not include information about my balance. So I decided to call and request a statement so I know where I stand with my account. I also was struggling making the high payments to them so I needed to speak with someone to discuss maybe another option that we could work out. Now getting back to the monthly letter they send me which is very simple, it does not have much info on it. It does include the payment I need to make and if I have any questions it does have a telephone number and a name of a gentlemen I need to call. Mind you there is no information about my balance, no account number, no ext number to this guy, no e-mail address for him, no fax number. So I decided to call and end up leaving a message on a general mail box, because there is no name directory for anyone. The next day I get a message back from a lady I have not heard of and have never spoken to before. I call back dial her extension and a young lady answers very unprofessionally and does not state her name and she answers the phone as if she is at home and not a professional company they claim to be. Anyways I asked to speak to the lady who left me a message and she informs me that she is out to lunch but she can help me. I then ask if I cold speak to the the gentlemen who's name is on my monthly letter if I have any questions. She sounds like she is unsure about what I am talking about and puts me on hold. She comes back and informs me once again that she can help me. I ask her well does that gentlemen work for this company she tells me that she is not sure. I ask her well his name is on the monthly letter that your company sends me and your not sure if he works there? She then tells me' Well this is a big company'. She then says once more that she can help me because everyone is out to lunch. So I inform her why I am calling, we first discuss the request about the statement and my balance. She ends up giving me my account number (which I have not seen until now) and she tells me I can use that to go online to log into my account. We then talk about lowering my payments. She said that they can not do that. I told here that I can not afford such high payments and they would have to work with me if they wanted to get some sort of payment out of me. She once again placed me on hold (which makes it seem like she is getting help, but from who since everyone else is out to lunch!). She comes back and said that they can. So I am thinking at this point o.k. they where actually reasonable this time. I go home try the log in on the web sit, it does work but all it show me is the payments I have made and my address nothing else, nothing about my balance which is the main thing I wanted. So I then call back, end up speaking with someone new and ask the same question, can I please have a statement or something mailed to me showing my balance. She said they could not do that. I asked why and then she but me on hold. Some one new then came on I asked the same question she also informed me that, that is something they do not do, I ask her why again, she says for security reasons. I told her I did not understand because whenever you make a payment on something whether it be a bill or credit card etc... you are able to view you balance. She said she could inform me over the phone, but I told here I would like some form of letter from them with it. She then said that she could send me one out this time but they can not do it monthly. I am now in the process to see if they actually send it to me. Am I wrong or do I not have the right to know something about my own account especially if you are getting money out of me. Now if I do not receive anything from this company and they keep giving me the run around, does anyone suggest anything on what I should do next?