XX/XX/XXXX, my payment was lost. When I called customer service I was greeted by a nasty customer service respresentative who refused to help me. I then called the office XXXX, XXXX New Jersey, as Hesaa is a state agency. They told me that there was no one who oversaw the agency and no one to file a formal complaint with. They then transferred me to someone within the agency. I spoke XXXX and also emailed with them. Neither of them was responsive. At that point I made requests to have the notes on my account released to me. I have in writing that they would do this. This began XX/XX/XXXX. I did not receive the notes until I reached out to the Office XXXX XX/XX/XXXX. I was told XXXX, that I was not ignored, but I should be happy I received the information. I sent monthly emails XXXX with no response or limited response. He only responded to me once XXXX office told him that I had reached out to complain during her lunch break. I received an email from him a half hour after his lunch break. I also requested my records XX/XX/XXXX, which was documented in the notes provided to me by the XXXX of the Ombudsman. When I spoke with him on the phone he denied that I requested the information XX/XX/XXXX. The notes state that the information was sent to me, which is a lie. I never received any correspondence from Hesaa at that time. I also inquired why phone calls were missing from the notes. He stated that was all they had. The phone calls that were missing were when Hesaa made errors on my account. Hesaa has refused to provide in writing that they made any errors, even when they misapplied funds. They are also refusing to admit that my requests were ignored. They are unresponsive, unprofessional, disrespectful and lack common courtesy when dealing with the public. There is also an environment of cronyism. The Office XXXX is more in the business of covering up mistakes of its employees than investigating their wrong doing. In searching XXXX background he worked for a mortgage company, I do n't know that this qualifies him to be the Chief Compliance Officer for a State Agency for student loans. Also, the director of the agency is appointed XXXX. Is it a coincidence that the director went to the same XXXX school as the Chief Compliance Officer? Also how is there no one to file a complaint with against the agency in the state? Also, should n't the office XXXX be separate from the other staff? How is someone from the office XXXX XXXX XXXX mentioning my case to another staff member XXXX XXXX XXXX XXXX during lunch? Is this appropriate?