ComplaintsforUAS

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I had originally signed on with UAS to service my loan, I had asked for the servicer to email me regarding upcoming loan payments and due dates. However, I have not received any at all since I had originally opened the account, and had only been emailed in my ***************** recently on 08/07/24. I now have a 60-day late payment notice on my credit history despite the attached screenshot stating that they would explicitly "receive alerts (...payment due reminders..) regarding your account via email." I do not believe my credit history is deserving of this strike as I had been failed to have been notified until it showed up on my credit report. I ask that the strike be removed from my history.

  Business response

  08/29/2024

  Please see attached.

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I fully understand the case made by the fact that notices were made to the portal. However, per my communication preferences, I had set it so that I would be receiving emails regarding these notices. Since the original opening of the UAS account on 08/10/2022, my email at the time, which was set to ****************** did not receive any further notices. I have had access to this email since then yet the latest, as per the screenshots, was received through this address on 08/02/2024. I did change the email on 08/15/2024 after I had been made aware through my credit report that the loan had entered 60-day late payment as I had believed that perhaps there was some difficulty sending notifications to my .edu address. As it is a failure to properly communicate through my requested channels, I do not accept the response made.
  
  Regards,
  
  ***********************************

  Business response

  09/05/2024

  Please see attached.

  Customer response

  09/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying for the past couple of years to get a deferment with this company. The first indication of the company being illegitimate was that they told me that I was paying on my student loans for six months after my grace ****** when I graduated, but I had no access to the account. They also stated that I was making the payment and Abruptly stopped. Now I know this isnt true because at the time I didnt have a job nor did I have access to the account. Every time that *** tried to call them theyve given me different answers on what documentation to fill out and then tell me that its wrong. They reported this to my credit and messed with my credit I was trying to figure out what I needed to do to get a deferment or any kind of help. And when I was working and in school, they were supposed to give me a deferment because I was in school doing my masters and they would not let it go. They ended up putting me on an income driven plan to pay them back, knowing that I was in school. And now Im telling them all this theyre backtracking and telling me that the proper documentation should be an unemployment deferment after they had already told me that that wasnt what I needed to fill out. I sent them detailed information on my illness, which caused me to leave my job in the first place, because they told me to fill out a form and add that in there to back up the fact that I was sick and thats the reason I left my job. Then they turned around and told me that they didnt need any of that and I still have all the emails to prove it, its so frustrating because it feels like I cannot get anywhere with this company. All this on top of them being rude. And to be completely honest, it scares the heck out of me.

  Business response

  07/30/2024

  Please see attached.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the cosigner on my daughters school loan. She is paying interest only at this time. She had a recurring payment set up for ****** that was covering her total payment plus some, then the interest went up and she was not aware so once she recognized it the June payment was 30 days late (partial payment). I received a letter in the mail but we moved and mail was slow. As soon as i found the letter I called in the partial payment to rectify the situation. She is all paid up and has set up minimal payment recurring payments going forward. Since they sent this to collections it showed up on my credit score dropping it 100 points. I had excellent credit with 100% on time payments. They would not reverse the collection as a first time forgiveness for being late. So they are making millions on these poor students and ruining their lives with one credit hit. One late payment. Asking to fight for this one time reversal of the late payment. They can mark the file that is was forgiven one time and not allowed again is all I am asking and reverse it on our credit reports. You can see we paid the rest of the payment on July 1st.

  Business response

  07/31/2024

  Please see attached.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In September 2022, I took out a loan for the nursing program at UTMB for $1000. Today, I received a notification from my bank that I'm 30 days delinquent on said loan which lowered my credit report drastically. I have received no notification nor could I access the account because I couldn't receive emails when trying to recover my username and password. After speaking on the phone with a representative they informed me they have been sending me notifications through my UTMB email about the loan. Luckily, I still had access to it because I work there now and I retorted by saying that the last email I received from them was on 9/10/22 which was a confirmation email about going paperless, ironically enough. She then tried to convince me it was an issue with my email which would not make sense since it's an official email with the school and I have the going paperless email. Another representative, ****, told me that going "paperless" does not include getting emails about due notices and that all it means is important documents like past due notices would be available on their portal which is unique. After regaining my account and making a formal complaint I paid the loan in full, all that I ask is for them to remove the delinquency from my credit report. They are the only loan provider I have encountered that does not email notices about the loan which seems predatory to students likely to forget. I spoke with the assistant director of financial aid from UTMB and they informed me this is a common issue with UAS in particular.

  Business response

  07/24/2024

  Please see attached.

  Customer response

  07/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do hope UAS is able to updated their procedures so this doesnt happen to others 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  UAS received payment for my account that completely payed off my loan. However, they failed to credit this to my account for over *******. Therefore, I had to make an additional $40.50 payment that was unnecessary to keep my account in good standing. After resolution of their bookkeeping issue, they informed me that I would be refunded the $40.50 payment. However, after months, this has not occurred and they have failed to respond to any of my recent inquiries. I am seeking repayment of the amount that they owe. This should be paid with interest in the same way that they would have charged me interest in the setting of a late payment.

  Business response

  07/22/2024

  Please see attached.

  Customer response

  07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The purpose of lodging this complaint with the BBB is exactly reflected in the UAS response: they state they sent the payment, it has never been received by me at the address listed, I have alerted them to this issue, and they have taken no action to resolve the issue. 

  UAS can resolve this issue by making me hole and ensuring that I receive the funds that were incorrectly paid to them as a consequence of their own accounting failures. I have not received the funds, therefore the issue is not resolved. 
  
  Regards,
  
  *******************

  Business response

  08/01/2024

  Please see attached.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business keeps calling me and giving me misleading and fraudulent info about loans I don't have, and asking for money. They service student debt and loans. But I don't have any student debt! I'd like them to stop calling me.

  Business response

  07/15/2024

  Please see attached.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I took out a ******* Federal Loan during my undergraduate studies, which was sent to *********************, who without my knowledge sold the loan to UAS. On 20 May, 2024, I received a report on my credit account that said this loan was passed due. At no point did UAS attempt to contact me through mail or through my phone number, the emails they had sent to me were through my school email which I no longer had access to. I now have a **** on my credit report from a loan that to my knowledge was included in my federal loan account. After making the proper payments to UAS as soon as I was notified about the missed payment through my credit account, I spoke with a Representative of UAS who said they were unwilling to change their report to my credit provider. At no point during the 6 years since I took the loan did anybody inform me of this loan, except after I was already docked on my credit. If possible, I would like the **** removed from my credit account. I have additionally opened up a dispute with my credit provider.

  Business response

  05/30/2024

  Please see attached.

  Customer response

  05/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $50 for two returned payments with the reason given that my account was frozen. The payments came from the checking account I use every day, that I have used successfully at least 10 times within the period the payments were returned, so clearly my accounts are not frozen. This seems to be an issue not with my bank account, as I have not had issues using it anywhere else or received any alerts from my bank, but rather with UAS's system.

  Business response

  05/06/2024

  Please see attached.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My undergraduate university used this loan servicer for one of my loans. I pursued graduate school and then finished my doctorate in veterinary medicine in May of 2022. The loan servicer failed to give me information on the loan. I was not made aware that I had a loan through them until a debt collector reached out to me. I then proceeded to call UAS to find out why I had no knowledge of the loan becoming due when I graduated. I was then told that the incorrect address and incorrect phone number were on file. The wrong address was due to moving after school, but I have never changed my phone number and the one they had on file did not belong to anyone I have ever heard of. The area code did not even correspond to my region of where I lived or went to school. I found out in March that I owed money to UAS and not only that, but there was an additional $1002.03 tacked on to the original balance for late fees and interest. I had only a month to get the payment to them in full causing a lot of financial distress especially around the time that taxes are due. I would have began paying it off in May 2022 when I graduated, had I known that this loan was due. I had to pay more than what was due originally and I also had to deal with a debt collector and a hit on my credit score due to their ignorance in collecting correct contact information from the beginning. I believe this entire situation would have been avoidable had they collected the correct information from me, especially the phone number.

  Business response

  05/10/2024

  Please see attached.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company has done nothing but ruin my credit and ignore my email for months. I received notification in October that UAS also known as University Accounting Service LLC had reported a late payment to my Experian report. This is a student loan that I took out while attending the University of Central ******* and have made ALL of my payments on time. October 2023, I logged in and paid the amount that was shown due, I should not have received a late fee, I called in November and spoke to someone and was told this would be updated. After 30 days nothing changed, I sent 6 emails from January 2024 to current and no one responded to me. I finally got an email today 3/25/2024 saying exactly "Dear ********, This is to inform that the credit update for your student with University of Central ******* was denied by Experian on 3/24/2024. UAS has submitted another request to have it updated. If you require additional assistance, please contact this office at ************. The reason this was denied by Experian is because University Accounting Service LLC DELETED THE ENTIRE ACCOUNT, so now there is NOTHING to update, deleting my entire payment history and account! This was not supposed to be done, the only thing was should have been deleted was the October 2023 late payment reporting. WHY WOULD SOMEONE DELETE THE ENTIRE ACCOUNT AND CURRENT ON-TIME PAYMENT HISTORY? This needs to be corrected.

  Business response

  04/17/2024

  Please see attached.

  Customer response

  04/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩