Business ProfileforStudent Connections, LLC

The person assigned to my case kept refusing to call me by my name despite the fact that I repeatedly kept reminding her. My name isn't even uncommon or a strange spelling. She just refused to do it for some reason. I was already terrified of what the future held and this only kept upsetting me more.

We understand the frustration you are experiencing and would like to explain the reasoning behind the miscommunication. Student Connections' data is obtained from the National Student ********* System (NSLDS) and loan servicers. Student Connections cannot alter this data once it is loaded into the Student Connections database. While creating an email response, a Student Connections agent can only see demographic information from the Student Connections database. Although you notified the agent that your name was legally changed in October 2023, the data from NSLDS and the loan servicer does not currently reflect your name change and Student Connections does not have any documentation regarding your name change.Agents use pre-populated templates to respond to borrowers based on their individual needs. The agent communicating with you accidentally overlooked the pre-populated name field on an email template and included your former name (the name in the Student Connections database) in one communication. After you received this email, you reminded the agent of your name change. The Student Connections agent immediately apologized and used your correct name in all follow-up communication. Your former name was only mistakenly used once after the agent was notified that your name changed.Student Connections is focused on helping borrowers and creating a pleasant experience for everyone we contact.