Been sitting on phone for an hour, on hold! Besides the fact a tree is wasted each month with countless amounts of mail, when I do take the time to call nothing gets accomplished. We've done paperwork several times for my husband's account that they have never processed and saved information. Wish this review would make any changes, but I highly doubt it.
Stay as far away from this organization as you can. They will claim to send you "e correspondence," but in order to actually view/receive them you must be logged in to their archaic online "system." They also will not send paper bills or notifications because they're gone paperless, unless you specifically request to go off paperless. Now have to go down legal route like many others that have reviewed. Speaking with their representatives is like speaking to a bot reading a set of scripts, reading off UHEAAs odd "rules" and guidelines.
If you have an option, opt to have your student loan serviced by another organization. ANY other organization. You'd be better off borrowing from the mob.
If I could give this place a negative rating I would. They are dishonest, unhelpful, and unreliable. They are a scam. I spend many hours on the phone every month trying to get them to hold up their end of a legal contract and they do everything they can not to follow through. I would advise anyone considering doing dealings with them, not to. I had the manager s manager say, that my loans should be credited in full (July 2018) and Donavan, the manager I just spoke to said no that s not on your account and the next two semesters (last ones) won t be paid in full because you aren t a full time teacher. Last summer they spoke to my HR representative to explain that 1 FTE means full time equivalent but apparently he can decide that I m not full time and will not accept or follow legal documents. BEWARE!!
I'm being called and hung up on every Saturday when I answer the phone. When I call back, I'm told their office is closed and there's no representatives available to speak to me.
I try to engage with their robot phone system, and am told I have to have my account number from my billing statement. I haven't received any bills!
This is so frustrating. I'm dependent on food pantries, drowning in medical debt, I can't even keep my electricity on, and they're wasting my time like this. I work until 3 am! Let me sleep, at least!
I cannot get in touch with anyone !!!! I need to speak with someone!!!
No customer service. Cannot speak to a person and no faxes ever go through!
UHEAA makes me sick to my stomach. So much so that it has compelled me to give my first ever google review. I have given them almost two months to rectify an easy to fix situation with no resolve. I wanted to change the payment date on my accounts and only some were switched. Furthermore, they make it difficult to edit the auto pay feature hoping that you screw up so they can make your life a living hell. They do not provide a suspend next payment button like every other single loan servicer. Now I have two different payment dates instead of one. Emails plus several calls later and nothing has been done with one empty reassurance after the next. Oh, and the emails sent were never responded to by the way. The current 1.5 out of 5 stars rating is not deserved! It should be ZERO!!!
P.S.
BE AWARE THAT ALL 5 STAR REVIEWS ARE FAKE! Click on the names of the individuals giving them and you will see the same individuals handing out 5-star ratings for all connected business including Cornerstone Education Loan Services and other poorly run Mormon owned companies. Workers and officers with too much time are trying to boost these google ratings to no avail which goes to show the level of gross incompetence. Special needs Goodwill workers can do a better job than these folks and their poorly run businesses.
Stick to making brainwashed babies for your brainwashed community because the rest of society can t stand you and don t want to be associated with you people! UHEAA, if you would simply do what s right to begin with you would not need to respond to these reviews. Perhaps your responses to the reviews goes to show how resources are being misplaced and should be diverted to fixing account issues you screw up every hour of every day!
I ve never had any issues whatsoever with UHEAA. I ve requested different payment plans, asked to only pay interest for six months until I could clear a medical bill up and they have always been happy to oblige. They ve given me rate discounts if I set up autopay, they ve given me several rate discounts for paying so many payments on time (started at 5.5% and 7 years later I m at 2.63%). I love these guys! My only complaint is the hold time. I would say on average it takes 10 minutes of hold time before you reach a representative.
Pick up the damn phone people or fix your tech so I don't need to call you in the first place.
0 stars from me as well! Although what do you expect from a bureaucratic organization?
Seriously terrible. The fact that they expect you to somehow magically know the status of your loan and repayment just because nothing has changed on your online portal is STUPID! I have called over 5 times in the past two months for the same issue! If you say that we are "good to go" and "its been taken care of," then it should be! Don't tell your customer service agents to say that, when, in reality, all that means is that they entered a request for a deferment or repayment option that now has to be approved by some higher up! At that point, you are NOT covered, and it is not all good! And for heaven's sake, if you decide to deny that request, TELL US! Don't let us think that we are current and our bills are good and then slap us in the face with another one a month later or a few days later; especially when the reason for its denial (being based on the type of loan that it was and nothing else) could be looked up by any of the customer service agents! UHEAA is a joke! Go ANYWHERE else for a student loan! Don't take out THBell loans, short term loans, or anything else with UHEAA.
Also, their 5 minute intro recording on their phone is ridiculous. Memorize what your extension is and enter it the minute the recording starts talking or you''ll be there forever.
This website and loan service is truly awful -- I basically have no confidence that they are reporting my payment schedule correctly. My loan was sold to them from ACS (shame!), and now my monthly loan payments just seem to be random and inconsistent. It'll tell me my "next due date" is coming up or even passed under my loan details, but then no amount is shown in my "Current Payment Due" box. Also, I don't want to fish around your website to find my loan info -- it's conveniently hidden below under the "View full website" option, which is super annoying. Get your act together if you're going to be managing people's student loans, which for many of us is an incredibly important (and burdensome) piece of our financial lives.
Sat on hold two separate days for over an hour still never talked with anyone
Very poor customer service, not a quality place to deal with. Takes 21 days to write off the accruing principle interest to be paid in full. So the dollars that add up arent resolved with a write off like they said they would. I have to be the one to keep calling them to make sure the few dollars are written off at the end. No initiative by them.
THIS PLACE IS VERY BIASED TOWARDS SPECIFIC INDIVIDUALS ESPECIALLY IF YOU DO NOT FIT THEIR SOCIAL CRITERIA !!!!! THE CUSTOMER SERVICE IS PREJUDICE AND ABSURD AND THEY MAKE CHANGES TO YOUR ACCOUNT WHEN THEY PLEASE.
"Coincidence is gods way of staying anonymous "
~Albert Einstein
These guys are such a rip off. They tell you it's the best deal possible but o just had a bank look at my loan and instead of the 3.5% they tell ya, the true cost is over 7% AND They put it on a 20 year term so even at 200 a month o would never get it paid off. I'm pissed about the lies.
The rating is actually ZERO stars! UHEAA aka CornerStone Student Loans are the WORST servicer out there! Where does one start? Antiquated online portal system. You login and it shows you the MOBILE version of the website even if you are on a regular computer. To view the FULL website, you have to hunt for a tiny hyperlink hidden in the page below the screen for mobile view. The full website is the only way you will have access to see everything about the account. The contact information is jacked up. They are located in Utah, but the payment address is in COLORADO, WTH?? There's no email address, they want you to use a contact form embedded in a webpage that sends you NO confirmation that your email was even received. How secure is it even anyways if you need to send acct numbers or SS# info?? You have to download forms for things like repayment plans and fax or mail them in. REALLY?? Try to get a hold of someone in customer service...big joke. In all the time I've had this loan have NEVER received a statement, EVER. Do NOT get loans from these people! My family sent a payment in to PAY OFF the loan via an electronic funds transfer from my education award, the payment just sat there for TWO WEEKS waiting for them to pick it up from the system. Called their customer service, they had no clue where the payment was, why they cannot see it, etc. etc. Turns out customer service has no info from accounting, they have to put a help desk ticket in to try and get info. I was told they would call back the next day and give me an update, that did not happen, I called them. I've spoken to a total of three different people and no one still knows anything. These people are beyond ignorant, how do you have no clue where money is if you are able to get it electronically?? Did they forget to update account numbers with Americorp?? Just stupid stupid stupid. If your loan gets sent to these people for servicing, refinance it to someone better if you can, and then pay the thing off!! Here I am trying to do the right thing and PAY IT OFF an entire MONTH before it was even due and these yahoos are incapable of even picking up the payment from the system! But I get emails all day long about how the statement/payment is coming due. Now I'm getting phone calls from some automated dialer. For what?? The actual due date is over two weeks out and I'm trying to give you the dang $, you guys are the ones who are inept at going into the system and applying it to my account. TWO WHOLE weeks it's been sitting out there in a black hole waiting for your incompetent people to get it. What a horrible organization you are. AWFUL! Stay away from these folks!!!
Is this even a real company? I've tried to call multiple times I can never get through to anyone, I sent an email 4 days ago and never received a response, just tried calling again and sat on hold for a half an hour before I gave up. You know why I'm trying to contact them? Because my statement is all messed up! Don't these people want to get paid???
The website never works right. They people you talk to at customer service never seem to get things right. It's a very frustrating company to do business with.
The methodology and reporting of this company is criminal!
Seriously at my end with UHEAA. I never even agreed to have my loan transferred to this loan provider but that's what happens when we are simply a revenue stream for them. As I have always done for all my student loans I've tried login and the site has crashed yet again. You would think as a loan provider they would like to be repaid, or even make it easy to be repaid yet they can't get their website to function. Beyond unhappy and clearly a company in trouble if they can't get their issues together.
I have all my other student loans paid up to date and never have a problem paying them on their perspective websites. I would give this a NO Stars but that isn't an option. Beyond annoyed and the latest message I'm receiving is the:
Error 503 Backend fetch failed
Backend fetch failed
Guru Meditation:
XID: 233384
Varnish cache server
Needless to say still haven't been able to make a payment and there is no way I am being put on hold to be passed around from person to person on their end.
online system is fine
I am referring to their lack of phone service and how long the wait times have been. The couple times I needed to talk to someone I called in during non peak times and waited for 45+ minutes.
I am sure there are people calling in but surely there is a better system than having people wait with no idea how long it will be until the next agent picks up.
Disappointing service in that regard
I fully expect to receive the generic response "we receive a lot of calls" just like they do for all the other people. Try fixing the issue instead of keeping things the way they are, because they suck now.
I have had this student loan with Uheaa since 2007 I have made payments as well as had my state taxes as well as mine and my wife s federal taxes back in 2014. The amount that I owed from the beginning was $11,000 and even after they took my taxes in 2014 the balance never seemed to get any lower they claimed it was back up to 11,000. Throughout the years I ve made payment arrangements as well as worked with uheea to pay as much as I could on a monthly basis based on my income. Back in November I started a new job and uheaa asked me to send in all my income information so we could start a new agreement for monthly payments. I sent in a letter from my new job as well as paystubs at least 4 times and the first 3 times they said they didn t get them through fax or email so I sent it one more time and after the 4 time they claimed it was finally in the system. After they received my income verification they sent me the actual agreement so I could start making monthly payments of $5 so I signed the agreement and sent it once again they said 3 times it wasn t in the system and finally the 4th time the agreement was in. I asked on every phone call if I was going to get my taxes taken away and they told me every time that it wouldn t be and that I wouldn t have to worry about the federal taxes being taken away. This all happened from November until January every person I spoke to assured me that since the agreement was in that my taxes would not be taken. Finally I got an email a week in a half ago saying I had been certified and my taxes would be taken from me. I called uheaa and spoke with an agent Dave who really could care less about what I had to say so I asked to speak with a supervisor so I was transferred to a Diana supervisor who had the same attitude. She proceeded to tell me that I was getting my taxes taken away because I never met deadlines for the forms I told her that was not my fault because I sent the forms in multiple occasions and every time they told me that it was not in the system or processed yet. She also said that I had been certified from the very beginning and I told her that wasn t true because multiple agents told me I wouldn t get my taxes taken and now she is saying/changing her story stating no I wasn t certified until January 17 which was after I sent in my agreement so therefore my taxes should not be taken away.
What a joke. Everytime I call they are experiencing "higher than normal call volume" I guess I'm calling during business hours, oooops, what was I thinking. Today the expected wait time was 90 minutes! All I was trying to do was their job, again, what was I thinking?
I called to make a payment for my student loan finally a real person answered I told her I wanna pay my student loan she asked me if I want to email my receipt I said "yes" she transferred me directly to the automated system and that automated system it never asked me if I wanted to email my confirmation number until now I still never get my confirmation via email. I don't know if my payment went through or not! I keep checking my bank account and did not see the Uheaa transaction. so I'm hoping my payment go through!!!
You call this a Statement? Current balance is Zero. turn page one to page two. ohh there is a balance!!! Also, who gave you guys permission so switch me to paperless?
As I see their 1.8 review i can't help but think how e
Overrated their customer service is. I have never been treated so rudely or unprofessional. I filed appropriate paperwork for 2 yrs through appropriate channels and they refuse to adjust the loan. They are blocking me from using 8k in Pell grant money because they changed my address without any notification and no change of address. Didn't call me for 1.5yrs then say I never filed the paperwork
Dave has to be the rudest person I have met. I request time and time again he not call me. And he returns my call time and time again despite getting assigned a new rep from a supervisor. Been fighting for them for 6 mo the paperwork was filed only to get a request for the same form that has been completed. Tired of it. Will fill put the form again as well as a federal complaint. They also state domt qualify for regulatory relief during pandemic because of their not processing these forms. I feel like its all tl accrue more interest and fees and make it so youre completely able to resolve the problem. Devin called me todY and states if you don't wanna fix. I was asking him why I have to recomplete something again for the 4fh time and this was his response. Just makes thinga up. I told him that is not what was stated and I have filed it through dept of Education which says its being sent to them
He continued to argue. And was a complete jerk. I will definitely be filing a complaint with the federal regulator and suggest everyone else does the same thing. This violates our rights and is the worst customer service imaginable
Total azzhats submitted a total pay off still sitting there accrueing interest on the loan. So send an email nothing just a thank you for your email email. Really it's like a dog chasing his tail with these Yahoo's I've been dealing with them for almost 15 yrs I have nothing good to say. I was hoping that 5,000 bucks would wake them up but guess not they still want there interest. So I'm still waiting for my pay off to go through waiting to be rid of these loan sharks.
I am writing this review because I have been trying to contact UHEAA for over 2 weeks. I spent 3 of my lunch breaks last week on hold for an entire half hour but haven't gotten through. They have attempted to contact me only on weekends and as soon as I answer, the call hangs up. Every time. I have tried to pay my bill through the automated system but it will not accept my account number. When I tried to log into the website, it said to contact support. This is unacceptable!!! My hope is that my review will be read, and someone from UHEAA will finally respond. Pretty sad when the borrower has to resort to an online review page for the lender to respond. Poor, poor customer service.
I am in grad school and my loan has been on deferment for a year. I was notified that I was delinquent on my loan last month and when I spoke with a customer service representative, he told me that I just had to resend my form and enrollment verification that I had already sent in when my loan was initially placed on deferment. (I have never had this issue with other loan companies. My enrollment verification clearly states that I am graduating in 2018). I promptly mailed the paperwork again and was told my account would be on hold for sixty days. A month later, I received more messages that my payments are late. This is completely unacceptable. It should not be that difficult to process paperwork that I should not have had to send multiple times in the first place. This could potentially affect my credit score. Unprofessional and incompetent.
absolutely the WORST I've ever worked with. Zero customer relation skills. I wait on the phone an average of 25 minutes and get a snotty attitude like I'm something warm and brown and smelly on the bottom of their shoe. I am been trying to get them to help me for three dang months and i keep getting " the computer system is overloaded" b.s. Seriously, people. pull your heads out and remember who you serve:US!
0 stars!!! I had a 840 score (now 650) because I FEEL they failed to notify me that they recently purchased my loan. They never sent me a letter via mail (because they claim there green) and with there email directly going to my SPAM, I felt I was never properly notified. I ending up paying the whole loan 14k just to avoid doing any furture business with them! They refused to remove what they reported even after I told them I will pay whatever amount they want. AVOID them by refinancing your loan or just pay it off.
just happy that i changed my loan server. Their website is so terrible to access. Gave me headache attempted to print tax info, OMG!
You take a lot of my money and I am not a fan of that.
Worst customer service ever
Hours of holding time no body answers the phone
Auto-debiting from an old bank account that I have contacted them about removing from my file. I was guaranteed that it was removed. It auto-debited from that account again. They have not responded to my email.
I would give them 0 if that was possible. When I made a payment a few weeks ago I told them to take out $120.00 and they took it out twice and made the account overdrawn so I got hit up with a bank service fee. I ve called them and they use every excuse they can think of. They even lie to me. They are horrible. Stay away from them.
UHEAA will never answer the phone. I have bee stuck waiting for online help for 3 months now
My student loans were recently acquired by UHEAA. Previously for the last 8 years they were owned by a different company and I was in deferment with them, with ZERO issues. Sent in my annual deferment renewal form back in the spring to UHEAA--they said they'd process them, that I might see a couple statements showing that I was in repayment, but that my deferment would be made retroactive, nothing to worry about. It's now 4-5 months later, my loans are still not in deferment, and as of a couple weeks ago, I received a notice from them that I have been reported to national credit agencies. Since receiving that notice, I have called half a dozen times to attempt to resolve the issue--have always opted for the callback option. NEVER ONCE have I received a callback. Currently on hold for 1 hour and 19 minutes (despite a estimate of 14-minute wait time when I called) which has given me time to Google the Better Business Bureau reviews of this place as well as these Google reviews. Totally appalled at the incompetence they're displaying so far, and many others have clearly experienced the same. I'll leave a follow-up review if they ever pickup on this current phone call.
****EDIT
Total wait time before someone answered the phone was 1 hour 46 minutes, total phone call time 2 hours 31 minutes. Insane. The associate who answered the phone sounded about 21, clearly was disorganized, was very unsure about processes and protocols, had to put me on hold about half a dozen times to ask someone else a question or look into something, and in the end, the excuse given for their incompetence in handling the situation I described above was "our fax machine is usually a pretty busy machine, so we may not have gotten it." I've essentially been told to re-fax the form, also to mail it "just in case", and they'll process it within approximately 25 days. They are promising that they will recall the credit agency reporting as errant once the form has been processed. I told them it's funny how in 8 years I never needed to even be on the phone with my previous loan company, just fax in the form annually and everything is taken care of correctly. The only apology the guy could muster was a half-hearted "sorry for the confusion." I'll leave a follow-up review hopefully with good news in about 25 days but for now the terrible terrible customer service is unacceptable and I will lodge a BBB complaint in a month if this is not resolved.
Watch out for your statements. UHEAA by rearranging terms of your loan, will steal from you by not paying down the loan balance as previously agreed and charge you interest only if you don't pay attention to your statements. Guilty as Navient. Customer also claims that I am at fault. Watch out. Crooks. Poorest customer service, people who don't care who you are.
I can't speak to others' experiences---only my own. And I love UHEAA. The handful of times I've had to interact with them have been fine. More importantly (to me) they saved me money on my student loans! After a certain amount of on-time payments they gave an interest rate reduction (something that MyFedLoan did not do.) For this reason I wish all of my loans had been through UHEAA (which they originally were before the federal government decided to take some of them. ugh.)
Crappy, If they were doing actual work we could fire them. The last month has been horrible. Can't get anyone to talk to me and when they said they would give me a call back they didn't.
My loan got sold to this 'company' and they took my loan out of deferment even though I have continuously been a student since before they bought out my loan. I started to received letters with ZERO contact information and then the calls started rolling in. I answered and explained that I was in in-school deferment and if they'd send me the paperwork, I'd get it back to them. I spelled out my email address and they promised that I'd get the email within the hour. I check, no email. I try to call from the number that had called me, out of service. I have this EXACT same interaction FOUR times before an agent finally gave me the website to retrieve the paperwork myself. I get the paperwork completed and back to them within the day. I move on and later check my credit score for other reasons and I see that they reported me as delinquent. I have now emailed and called them multiple times resulting in a run-around every time. I will continue to contact them until I get this resolved. They are now messing with my livelihood because they can't operate a company properly. IF you have any choice, do NOT let your loan end up with this JOKE of a company.
I ve had a student loan with UHEAA for about 8 years and I m about to pay it off. I ve never had a problem with them and they have really really good customer service. I setup automatic payments to avoid any problems and I m very pleased with UHEAA overall.
For some one who takes years to pay back a lone, I think a little wait on the phone is in order. Thanks UHEAA for your patience with the generation of instant gratification, with little appreciation.
Ruined my FICO score by 100 points.
Which hurt my employment choices.
Took 2 years to improve it on my own.
This billion dollar organization does not care about students.
There is no recourse when they ding your credit.
I have been trying to reach your office for WEEKS regarding the status of my loan. The wait time is ridiculous. I have been on hold for an hour at a time trying to reach someone. I've also sent an email with no response. I don't know what to do at this point other than file a complaint with the Better Business Bureau and the Consumer Financial Protection Bureau. I have never received this sort of customer service. This is an unfair way to treat your clients and the consumer Financial Protection Bureau should know about this. Wells Fargo was recently fined for failing to provide correct student loan information and I believe that the CFPB should review your practices as well. If I do not receive a response and a decision within the next few days on my IBR request that I've submitted twice, with the most recent being nearly 1 month ago, then I will be filing a complaint with CFPB and the BBB. I should not have to communicate with anyone from your company on a Google review. Please email me asap.
Shaneka Weathers
I have called and waited on hold for over an hour, emailed several times, and been into the office at Gateway. I turned in my deferment form, was told that it "looked good," and that I would be updated in the next one to two weeks about whether it had been accepted. It has been over a month. I have tried contacting in every way imaginable. I have received multiple letters and emails saying my loan is delinquent, but no confirmation or denial of my deferment form. My deferment was for a graduate student grant, which I am now on in Bulgaria, so I cannot get in contact other than through email, but have still not received any sort of confirmation that they have received any of my five emails over the past month. They will destroy your credit for no reason! Avoid at all costs.
The gal that I talked to today, Melody? Melanie? She was fantastic. I had a bunch of questions because this is my first time dealing with any student loans and she helped me understand my situation and requirements better and updated all of the necessary info that I was also calling in about. I was discouraged when I saw the 1.4 stars, but after talking with her, whatever her name might be, she put my worries to ease. Fantastic customer service. I can only hope future interactions are as successful.
Sent my paperwork in three times for an IDR repayment and they couldn't get it right. Just kept acquiring interest obviously a Mormon run organization bilking the general public for money
Call went immediately to a phone system got me promptly to an agent, she was very polite and helpful, got me everything I needed. Not sure why everyone else is complaining so much.
I don't even want to give it the one star. I've waited on the customer support line for 20+ minutes each time every time I called (2-3 times in a week). The email reply took weeks and I think I only got an answer because I was practically crying thru cyberspace to beg them to talk to me. I'm going to the office in person and hopefully they have actual employees instead of a phone loop. If you don't HAVE to deal with this organization, spare yourself.
uheaa.org