Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted the University of ************* regarding the ******* loan issued in ****. The University of ************* instructed me to contact UAS (servicer for *** ******* Loans) which I did on June 16, 2023. A case was opened, but there was no response. As I informed UAS, my record with the ***** has not been corrected. UAS is still reporting that I was in school at *** from **** to ****. I graduated from the University of ************* in ****. I was making payments (off and on) on that ******* Loan serviced by UAS after that date. I was in graduate school, but still made payments (off and on) on that loan. My graduate studies were completed in 2000.I would like the payment information corrected with ***** showing that I was in repayment instead of deferment for those months that I made payments. I would like my in school status corrected. Thank you

  Business Response

  Date: 07/26/2023

  Please see attached- 

  Customer Answer

  Date: 07/27/2023

  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 University of ************* is stating that you were the servicer of the loan and that you are the one who reported inaccurate data.  You need to coordinate with them to correct this, not the other way around.

   
  Regards,
  
  *********************

  Business Response

  Date: 08/01/2023

  please see attached 

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UAS reported me to a collection agency after failing to contact me about interest-only payments due on a student loan that I cosigned for my son. I found out I had missed interest-only payments after noticing a drastic dip in my credit score on Experian. I have not missed a payment on any account in decades, but after UAS reported a missed $62 payment, my credit score plummeted 135 points; my son's score plummeted 100 points. I requested that this mar be removed from my report because I had no correspondence with UAS regarding this payment - no emails, no phone calls, no snail mail. I have since paid the past due amount in full. I am trying to pay ahead on this account to avoid some of the potential future problems with UAS that are outlined on the other BBB complaints, but there is no information on their website about any upcoming payments on the account.I had no idea that I had interest-only payments due because I received NO INFORMATION about any payments due from UAS. After finding the UAS website, it turns out that UAS is masquerading as Affinity Plus on paper. All the snail mail correspondence that I received regarding this account had an Affinity Plus return address and logo. I have several Affinity Plus accounts (checking, savings, kids accounts, loans, etc.) so these student loan interest payment notifications were overlooked. If I owed Affinity anything on this account, it should have shown up on the Affinity Plus online banking site, like my other 4 accounts. I was expecting all correspondence to come from UAS, not Affinity Plus!! No one will remove this $62 late payment from my credit report, but they are willing to remove a couple $6 late fees. NO THANKS! I will be getting out from under UAS as soon as possible!! After reading all the other complaints about UAS on the BBB website, I am terrified about what other types of financial sabotages are possible. And, SHAME ON YOU, AFFINITY PLUS, for pushing me into a loan agreement with a lender that has no BBB accreditation and a B- rating! I will be moving all my accounts from you ASAP!!

  Business Response

  Date: 07/20/2023

  Please see attached -

• Initial Complaint

  Date:06/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a huge headache and pain to deal with especially over the phone. They are not willing to work with you on a financial agreement form nor remove any past errors on their system. Over the last several years, my account has accrued over $4,000 of late fees and interest fees and they will not help it get back into good standing even though I have been making monthly payments on the account. I have sent in numerous emails and phone calls to work out a payment plan and have the interest and fees removed so my account can go back to the original balance owed but they are not willing to do anything or approve my financial agreement form. I have spoken to supervisors, account ***** ****** to get nowhere in the process. I don't even have a payment plan or set amount to pay each month even though I am paying over $250 each month toward the loan which IS ALL going to pay off the years of late fees and interest accrued on the account. I would really appreciate the help to get my account back to the original balance with a structured payment schedule every month. I am requesting that ALL of the late fees AND interest fees be removed from my account immediately due to the years of headache trying to resolve this matter and be able to pay this loan off.

  Business Response

  Date: 07/07/2023

  please see attached

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had many issues with my account in the past, in 2021 I filed for a financial hardship deferral of loan payments and it was placed on my sisters account instead of my own, at the fault of UAS. I currently have another issue potentially of this magnitude and I cannot get anyone from the company to help me. My latest issue is that one of my 5 loans has a payment due date of August, however the rest of my 4 other loans are timed for ***** I have been calling for the last two weeks trying to have this problem resolved and I cannot get a response. The workers acknowledge that there is an issue but will not help me find an answer or resolution.During the time of my first phone call on 6/7/23 I also had an issue that the balances on all of my 5 accounts did not match the amount due. The worker corrected this but was unable to tell me how or why this issue occurred, or how or why they fixed it. *** brought this issue up on proceeding calls and my questions have been ignored.6/7/23 - called and was told I should not worry and issue will be resolved by morning. 6/9/23 - Called and was told that nobody addressed an issue and work order was will be placed. 6/16/23 - During this call the worker (***************************) notified me that my work order was never addressed, and that there might potentially be a hold on my account that I never applied for. - I then asked to talk to a supervisor and I was told that they were busy in a meeting and would call me promptly after. - I was never contacted by anyone from the company and this issue is still unresolved on my account

  Business Response

  Date: 06/28/2023

  Please see attached

• Initial Complaint

  Date:05/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a private student loan through ********************* ************ (University Accounting Service LLC). Over the past few years, I have had a reoccurring payment set up through my ********************* ************ account for the amount of $300. I recently got notice that this lender marked my account as "delinquent" which caused a 160 point hit to my credit report and sent my information to a debt collector who contacted my mother before myself. After finding all of this information out, I logged into my account to find out that my payment at some point were increased to $460. So over several months, I have been making below minimum payments and this company has been reporting to the ************* that my payments have been late and I have been delinquent. I do not believe the company had made reasonable effort to contact me regarding any of this especially considering they had my current email address on file. Additionally, ********************* ************ has had all of my accurate and current information on file including name, email, phone number, and current address. I had been into a WPCU location to apply for a loan recently and not even the loan officer mentioned this happening.

  Business Response

  Date: 05/31/2023

  Please see attached -

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My student loan was paid off about 2 months ago. I made a payment to avoid having a late payment for the month, and then the refinancing company made a payment. As a result, there is an overage. Its been over 2 months, and Ive yet to have this paid back to me. UAS representatives keep telling me that they will reach out to the lender, yet I have no evidence of this happening. At this point, I need the money reimbursed immediately, plus interest for the 2 months its been sitting there, given the ridiculous amount of interest I was charged by this company.

  Business Response

  Date: 05/26/2023

  Please see attached 

• Initial Complaint

  Date:05/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recieved a letter from UAS, stating that I HAD to call them, and made it sound like there would be some penalty if I dont contact them. The letter implies it is from my lein holder, when in fact the entire thing is nothing but a misleading sales scam from a company I have never dealt with. The letter is an attempt to intimidate the individual into contacting the company to purchase an extended warranty. Ridiculous scam!

  Business Response

  Date: 05/09/2023

  Based on copy of letter received provided by **************** - complaint is against United Automotive Services, not University Accounting Services.  Complaint needs to be filed with correct company for them to respond.

   

  thank you - 

  University Accounting Services, LLC (UAS)

  Consumer Affairs

  Customer Answer

  Date: 05/09/2023

  [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

  Date:05/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have regular quarterly payments due to UAS. One of my $120 payments for August 22,2022 was reversed, which cause a delinquency on my credit report. As soon as I realized this, I made another payment on September 2, 2022. I continued to make additional payments on November 25, December 29, and January 13, because though my quarterly balance due was MORE than covered, I kept receiving notifications that I was delinquent. I eventually paid the entire loan in full because I now had a 90 day delinquency alert on my credit report which has tanked my credit significantly. I did call the loan service provider to speak about the issue, which they supposedly corrected in January, but my credit still shows a 90 day delinquency which is not true or correct by any means. This is unfair and unjust, especially in the interest rate environment we are in today.

  Business Response

  Date: 05/16/2023

  May 15, 2023
  
  *************************
  BBB of *********
  **********************************************************************,
  *********, ** 53214
  
  Posted via web site: bbb.org
  
  Re:         BBB ID: ********
  
  Dear *************************:
  
  University Accounting Service, LLC (UAS, LLC) has received your letter relating to ***************** complaint. UAS, LLC has researched this matter and the findings are set forth below:
  
  UAS has confirmed with the lender, ********************,that Ms. ******** payments for Federal ******* Loan account were received timely and should be reflecting as such on her credit report.  UAS has submitted a correction to the bureau(s) that should reflect on the next credit submission file within the next 30 days.
  
  Should the borrower have any further questions, please contact UAS,LLC at **************.
  Sincerely,
  
  
  UAS, LLC
  Consumer Affairs
  **************
  Hours of Operation:  Monday-Friday 7am-5pm CDT
  

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ****************** offered a student loan which was pitched as a great option for my son and family to accept. After we agreed we were stunned to understand it was a line of credit. The interest rate has climbed to 9% for a student loan. For a student loan. The payment is now over $750 and the borrower has remained in good standing and paid, even through COVID. We asked the credit union for help or other options multiple times and they report there were none. We have paid over $48,000 since 2016 with barely a move on the amount due. Every time it drops a little, they up the rate. This cannot be acceptable practice for a student loan provider. UAS Connect is the service provider. I see a lot of complaints here about this loan or this service. Is there any hope to have this loan interest rate drop back to where the average loan amount is around 5%? What can the borrow do?

  Business Response

  Date: 05/02/2023

  In response to complaint- there is not enough information provided within the complaint in order for UAS to research the issues.  Please provide, at mimimum,  borrower name as it appears on the ****************** documentation and loan ID number for the ********************** account number in question.

   

  thank you -

  UAS
  Consumer Affairs

• Initial Complaint

  Date:04/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UAS Connect is a company that services student loans. In November and December of 2022, there was a problem with the payment system for UAS connect. It processed a double payment for the month of September 2022. Due to the error the company deleted my automatic payments. After the deletion they did not send a letter, email, nor did I receive a phone call to tell me that there was a change to my account in terms of autopay. Because of this I was 60 days past due. I was completely unaware of this, as I have not been late on payments due to my auto pay. As soon as I found out, I made a $500 payment (monthly payment + extra for principle). I only found out because I check my credit report often and saw a 60 day delinquency. I have called and have emails documenting their lack of response and they also acknowledge their error. This dropped my credit score 70points! I was planning to buy a house this summer, but I have to hold off because of such a big drop in my score. This will impact my interest and cost more money every month, due to the lower score. I have had no response to emails and phone calls for the last 4 months, since Jan 2023. Please help..I pay on time and only have $300 left on the account. I want to pay it off in one payment. However, I feel that if I pay the account and it is closed. They will just take the money and run. And I will never get my credit report fixed. They say their credit department will fix it but they dont know when. Please help. I have had no response for 4 months.The emails provided show the dates and their limited response. When I call they just give me the run around.

  Business Response

  Date: 04/19/2023

  Please see attached response

  University Accounting Service, LLC (UAS, LLC) has received your letter relating to *******************************. UAS, LLC has researched this matter and the findings are set forth below:Borrower had reoccurring Auto-Payments set up to process on account each month. In addition to the auto-payment received on 09/01/2022, UAS received a paper check payment. The auto-payment was returned to the Borrower via ACH processes. It appears that the reoccurring payments were then inadvertently deactivated in full, instead of deactivating only one occurrence. Borrower was notified via email to our secure portal that changes were made to his reoccurring payment process.UAS has processed a credit correction for the months of November and December 2022, which will update on the next credit file submission.Should the borrower have any further questions, please contact UAS, LLC at **************.  

  Customer Answer

  Date: 04/24/2023

  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.
  
  [Please type your response here.]
  I only reject this because there is no report date that was offered by UAS Connect. Without a hard date, this would allow for more wait time. I am sure that UAS Connect reports to the credit bureaus around the same time every month..it is the nature of their business. They deal with student loans and credit reporting. I am asking for a completion date. This was the original foundation of my complaint. Without a set date..it could be another four months from now with no change or response. Thank you
  
  Regards,
  
  *******************************

  Business Response

  Date: 04/25/2023

  UAS reports to the bureau(s) once per month based on status and updates as of month-end.  As updates were made during April, they will report to the bureau(s) on the April month-end data file.  *********** typically have approximately 20 days to load the data on their systems after receipt, so the update should be on the bureau's data systems no later than May 20, 2023.

  Customer Answer

  Date: 04/27/2023

  [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,
  
  *******************************