Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a ******* loan with UAS. In the year 2023, I missed 2 payments because I was never properly notified that my bill was due. I was not made aware that the bills were to be paid "quarterly", nor was I ever made aware of when the bills were actually due. I opted in for email reminders, and the most I EVER got in the year 2023 was the below email stating, "new documents available". No notice of upcoming payment due, no notice of past due. Simply an email saying "new documents for your review." How is a consumer to know what that is? I have tirelessly tried to work with UAS to get these late payments removed as it is clear that there was 0 clear communication given in 2023 to pay on the dates due. Those 2 late payments should be removed as they are an inaccurate representation of my credit history.

  Business response

  01/07/2025

  Please see attached.

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took a **** loan for educational purposes in the amount of $22,335.00. Since taking the loan, they have increased the interest rate beyond national rates without notice. the amount due now is 51, ******. Some of the off-shore agents they use are purely mean or wish you dead. They need to start listening to records and conversation. Some even threatens you. I have reached out to them for a settlement, which they just tells me NO. Other response giving includes but not limited to; the lender doesn't accept settlement. Some even laughs at you for telling them your complaint. One of the agent wants the loan to reach 100k. I want to take this matter to court and need the lender to give me an official/notarized response that he doesn't do settlement and wants the loan to reach 100k for maximum profit per their agents response. I want to take this matter to court and the agents are block-******* me and won't even let the lender know about my settlement offer. This has caused a lot of psychological distress for me and not good for my mental health. I humbly ask for a response from the lender directly in a formal notarized writing for court purposes as regarding their stand on this matter.

  Business response

  12/13/2024

  Please see attached.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband died in January 2023.We had a student loan that we refinanced through our credit union one year earlier. The loan servicer is UAS. I called UAS up after my husband died. They gave me a temporary forbearance. The loan payment were set to become due in February 2024. I couldn't afford the new loan payments as they somehow doubled and I am now a widow on social security limited income. I emailed UAS and they told me to fill out a form detailing my expenses and income. They also wanted a copy of the death certificate. I obliged and gave them all that information. They never responded back but their customer ********************** department kept spam-calling my dead husband's cell phone.When they responded back to my email they said it had now been more than 30 days and I would have to fill out the form again. They also said they couldn't read the death certificate even though the ************ had the information already listed on our joint account. I sent them a new request to which it was ignored again.I contacted my credit union branch manager and loan manager to explain the situation. I forwarded the email chain per the loan manager's request who said she would escalate it to the ** in her department. I have heard nothing back. Meanwhile, UAS blocked my adult daughter's credit union bank account because they claimed I am joint on her account. (I helped open my daughter's account when she was a minor). My adult daughter never had anything to do with the student loan refinance. She had to call the collections department at the credit union to get the block removed. They agreed it had been put on her account ****************************** is now blocking me from accessing my credit union account. I called the online help desk at the credit union who put in a ticket. I have also filed a complaint with the **** to get this issue resolved.

  Business response

  10/01/2024

  Please see attached.

  Customer response

  10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22313896, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [UAS response says: "UAS, LLC has researched this matter and the findings will be mailed directly to the borrower." This is utter nonsense because they didn't respond which seems to be their modus operandi. I have also filed a complaint with the CFPB and their response was inaccurate, not factual, and basically lied about what they did and didn't do. They failed to address the issue when it was first raised in 2023, and again in 2024. They failed to respond to my request for a temporary payment reduction. Instead they chose to apply a temporary forebearance which I didn't ask for and stated so in the attempts I made when contacting them via email. So I have proof of what I did and can show how they didn't respond properly. They let my request sit for 6 months until the loan was discharged due to my husband's death and my inability to pay. They worked in collusion with the credit union behind my back and both did not inform me accurately of what was happening even though I initiated contact with both entities. It's beyond horrible customer service or poor communication. They CHOSE to out right not respond and lie to conceal all their mistakes made in the process. ]
  
  Regards,
  
  Valerie Sakrekoff-delzer

  Business response

  10/14/2024

  Please see attached.

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22313896, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It looks like they don't want the BBB (or others) to know how horrible they treated me. They made a lame excuse that they'll mail me a response. Seriously?! Why couldn't they just respond to the complaint directly? Why couldn't they continue an email conversation with me? Why couldn't they explain anything? They never snail-mailed me anything in the past when I first contacted them, I have no reason to believe they will snail-mail me an appropriate response to the matter.
  
  Regards,
  
  Valerie Sakrekoff-delzer

• 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,
  
  *****************************
  

*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. ↩