Iowa Student Loan Student Loan Complaint

Iowa Student Loan Student loan department,

Non-federal student loan Dealing with my lender or servicer Iowa

This complaint is for how the customer service of - - - handled a recent issue with their online payment system. Payments made online during the date of -/-/15 faced system issues where the payment was triplicated instead of processed only once. I became aware of the issue only after checking my online bank account ( -/-/15 ) and saw the reoccurance of the transaction and the overdraft they were causing. In following up with Aspire customer service on -/-/15, they informed me that they knew of the problem and were working hard to correct it. During the conversation, the process of how to handle the overdrafts for refund also occurred. The second representative I spoke with informed me that their company became aware of the problem on Monday, -/-/15. I asked if there was any thought of notifying the people affected by this problem - via mail, email, or phone number ( all of which they have ). The representative had no answer as to why they did not attempt to notify the people this would cause hardship for. I explained that this was, in my eyes, some of the worse customer service possible - to not even attempt


return of funds and working on solutions to prevent issues like this from reoccurring. I am, mostly, satisfied with how I was treated on the phone - my complaint is with their policy/lack-there-off in regards to notifying customers of issues they have caused. The returned money may take up to a week to return to my account and I will have to go through a claim to get refund for the additional fees and fines caused by this oversight in their systems. They did not have an answer regarding how this would create additional hardship for weeks or months to come - handling the refund process will take 5-10 days, then wait for a check to be issued and received. They did not have an answer for the impact this would have on subsequent bills with their own company and explained they had not discussed any way to assist those they caused negative impact for. They had the information to provide to myself and the countless other customers impacted by this situation and did nothing.