Word of warning for CRI accounts

My student loans were moved from Nelnet to CRI one year ago. I am on the graduated repayment plan. My last increase was November 2025. This past March I noticed I was charged almost $200 more than my normal amount. I called in to check and they told me it was due to a “system error” and it would be rectified in the next billing cycle. Well, the next billing cycle I was only charged ~$200 so I assumed it was fixed. My next auto payment in April again was $200 more than usual.

Yesterday and today I have been on the phone and on live chat nonstop with this company. They cannot give me an explanation for this increase other than the “system error” and it caused my loans to go through 2 redisclosures apparently. Come to find out, the system error updated my repayment plan to the standard method – redisclosure number 1. When it was changed back to graduated, they said my loans were redisclosed again and to keep them on track for the 10 year pay-off plan, the monthly amount needed to increase by $200.

I have NOTHNIG in my account inbox indicating anything about a system error. I do have multiple messages referring to my request for forbearance, my request for a new payment plan, etc. I did not request any of this nor did I consent to that. I should not be expected to pay $200 more every month now because of their error.

On top of that, my interest rates increased because they claim I was temporarily removed from autopay so I lost my discount there. My payments have been processing as normal so I am not sure how that is true. They refuse to send me any documentation regarding this whole situation and will not take any accountability for it. One of the agents told me it has to do with federal regulations but will not explain further. I requested documentation to explain this multiple times and they told me they cannot send a custom letter and I already have documents in my inbox.

I am highly considering hiring a lawyer over this because it is absolutely unacceptable. If you have an account with CRI, I would suggest you do some digging into your statements and inbox over the last few months and see if you are dealing with the same situation I am.