They've designed every aspect of their experience,...

They've designed every aspect of their experience, from the phone service to the god-awful website, to make it as difficult and frustrating as possible to simply pay your bill.
I setup automatic bill pay (which required me to mail in a form... Why the hell can't I do that over the phone or through the website?!) and it worked fine for 2 months. Then, without warning, they simply stopped charging my monthly payments.
God forbid you forget your security questions. You get 3 tries before you're locked out of your account. After that, you need to call them to get back into your account, and that means you're going to spend a full hour on hold.
But at least they're proactive about apologizing to people here, right? NO! Stop insulting us with empty apologies and fix the damn problems.
If I had known what this experience would be like, I probably would have skipped college before getting a loan through UHEAA.