Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved I have had contact with ***ny and explained that this complaint was entered the day before a 'thorough' response to my concerns was sent to me I am content at this time with where we are Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I was told that 70% of my payments would go towards my student loan and that 30% of my payments would go towards their service fee I was, also, told that their service fee was $500, not $800.]
Regards,
*** ***
To Consumer/Client ** ***, We deeply apologize for your experience and the lack of results that we were able to achieve during the time that your loans had been under our care and supervision Our Goal is to provide results if not proper communication as a part of our overall service
program Though our results weigh heavily on the cooperation of Servicers and collections companies, ultimately the expectations are where we did not deliver IMMEDIATE ACTIONS TAKEN: American Student Loan Advocates will immediately terminate your agreement and remove any limited power of Attorney that we have on file or have used to work on your behalf We will immediately issue your requested $refund in the form of a check within 7-business days and will send it to your address listed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved I have had contact with ***ny and explained that this complaint was entered the day before a 'thorough' response to my concerns was sent to me I am content at this time with where we are
Regards,
*** ***
Mr [redacted], We apologize in advance for any frustration that you may be experiencing during this process. We do out very best to communicate in a manner that is efficient and reasonable during our normal business hours. I am saddened to hear that this process is not meeting...
your expectations and that you are not finding the communication aspects of this service sufficient. I will have [redacted]ny Contact you via phone call today to verify what stages we are in the process so that you have a verbal confirmation. I believe at this time we are simply waiting for the Department of Education and Fed Loan Servicing to verify and process your application and documentation. We have a follow up scheduled on your file set for 8/2/2017. At that time we hope that everything has been completed. Regarding the $200 charge - We have not yet charged you for this service which was set at $199. We are not drafting payment for our services until after the entire process has been completed.. So rest assured, we are not simply here to take your money!! We are here to get you quick, efficient results.If you have questions regarding the billing aspects you can reach out to [email protected] hope to retain your business and we look to move past this in a positive way and remain a valuable resource for you with as little stress on your part as possible.Thank you in advance!![redacted] CEO
Please excuse the
timeframe in which we are responding to Client complaint. Though we as a
corporation do not recognize the...
Revdex.com as a government agency
performing consumer protection services, we do respect Client rights to seek
assistance from 3rd parties where necessary and needed. We have taken a
look at Client specific issues regarding Client service agreement with us and
we would like to address them as follows:
Client contacted
American student Loan Relief on 2/10/2015 at 2:30pm PST and spoke with one of
our Federal Repayment Program Advisors. The nature of this conversation
included Client current student Loan situation, Client goals in regards to the
outcome of these loans as well as Client personal financial situation.
The result of this conversation was Client interest in having American
Student Loan Relief process and submit applications for Federal Repayment
Applications on Client behalf. The specifics of this application
were to request a consolidation of all Federal student loans whether current or
in default. A formal service agreement
was sent to Client on 2/13/2015, was signed electronically and was returned to
us at 2:07pm PST. This agreement included specific details as to the
processes used, details no guarantees and provides several protections to Client
which included a 72 hour cancellation policy. Additionally, the promise
of completing work prior to receiving payment for services rendered was in fact
clearly stated in our agreement. We do not charge advance fees and only
charge as the stages in the process are completed. In Client case, Stage
one (1) only required collection of documents and placing Client on a deferment
or forbearance if applicable. In this scenario placing loans on a forbearance
was not "Applicable" since Client
some or all of Client loans were in default status and because the Complete submission of Client documents
were to be fully submitted to the Department of Education on 2/16/2015.
All work had by the end of business on 2/16/2015 been completed as per
the service agreement and a confirmation email was sent to Client at that time
detailing the process. All documents
required for proper submission to the Department of Education had been filled out
and submitted on behalf of the client as requested through the signed service
agreement and the Limited power of attorney. Within days, American Student Loan Relief prepared and submitted all required Applications to the Department of Education on Clients behalf at clients request, thus completing in full the original requested service. Any subsequent work performed during this process was not assessed at an additional cost to client and all attempts to correct issues were made.
Shortly
after submission, communication was received from Clients current servicer stating:
“[redacted] You have loans that
aren't eligible for consolidation because they're in default and you haven't
made satisfactory arrangements to repay them with your current servicer(s).
However, a few simple steps on your part could make them eligible. Defaulted loans can be made eligible for
consolidation only if you agree to repay your Direct Consolidation loan under
an income-based repayment plan. Please complete an application by to see if you
qualify. If you do nothing, your
defaulted loans remain ineligible, and we'll move forward with processing the
other loans you've requested to consolidate. If none of your other loans are
eligible, we're required to cancel your application. You can apply for an Income-Based Repayment
(IBR) plan even if you have no income. Check the box on the application stating
that you have no income. If you have no income, you may have a $0.00 payment
with an IBR plan. You can always pay more than the minimum payment if you are
able to.”
Upon receiving this our processor quickly
requested additional required documentation from the client and Submitted a new
application on the clients behalf. On 5/6 the client was sent communication as
to the current status of the process. Any
delays in the processing were due to back and forth regarding prior years tax
returns, extensions etc at the servicers request.
Regarding Timeline for
completion:
The initial discussion
and verbal communication relating to the expected timeline was correct based on
our processes. However, American Student
Loan Relief has no control of outside sources or their workflow time schedule
(E.G. Department of Education) As an
expectation and protection we clearly detail this in our service agreement that
was signed electronically by the client.
Regarding Communication
on client’s behalf –
As a part of our
service, communication on clients behalf was granted through a limited power of
attorney. Utilization of Great Lakes
Online Account system was utilized in order to communicate clients information and
status updates.
In summary –
Our goal is client
satisfaction each and every time, however, we understand that challenges
present themselves occaisionally. We do
feel that our communication with the client was sufficient and as often as we
received updates. We diligently followed
up with the client and on the client’s behalf.
Though the client was initially quoted a program that was later denied
by Great Lakes, this was to be considered a soft quote and was an approved
program as stated by StudentLoans.gov.
American Student Loan Relief had no reason to believe that the quote and
program provided was not true and accurate as it is a Department of Education
system and information used clients provided information. Once denied we quickly responded and moved to
provide a solution for the client. It is
understandable that the timeframe was a major issue for American Student Loan
Relief as well as the client , however, much of this was out of our control and
we could merely respond to requests in a timely fashion.
As per our service
agreement, we completed all aspects of the services as promptly as
possible. At the time of the clients
call to great lakes there was absolutely nothing further to do in order to
expedite this process. Clients loans
were waiting for disbursement.
Resolution: As a show of good faith if client wishes, American
Student Loan Relief shall at no cost process client’s 1 x annual
recertification for Federal Repayment Applications ($499) Value. Client must Communicate with our processing
team directly and should notify us if Client wishes to use our services. Client will be required to Request the
re-certification no later than 10 months from the start of the new Federal
Repayment Program Start date. (A copy of Electronically signed Client Service Agreement is on file and may be provided at Clients request)
[redacted], Audio recordings are batched and are not available for general use after 90 days from initiation. These recorded calls are for training purposes only. Any of our electronically signed documents past 6 months are also archived and are only pulled from our 3rd party vendor if necessary through official litigation proceedings. (This is for client privacy as well as to satisfy merchant requirements) I have attached a sample copy of our service agreement from your file so that you at least have some point of reference, however, you were emailed all documents, updates and notifications to the same email address which you just responded from. When you originally signed up with us we sent you a copy of the service agreement which details in the first paragraph that our fees do not go towards your federal loans. Additionally, several pages also indicate that the fee for service is $799 not $500. The Final page shows the payment arrangements and dates that you requested. We make this clear in the very beginning so that there is absolutely no confusion. We apologize if there has been any confusion between who we are and who your actual loan servicer is. Please keep in mind that while you are looking into this, your Federal Student Loan Debt obligations are still requiring a monthly payment of $39.40 to (Fed Loan Servicing) and should not be missed. If any payments have been missed then a forbearance can be placed to take care of the past due to bring this current. Unfortunately, If you feel that this still does not satisfy your dispute then we encourage you to follow the Legally Binding arbitration process as is outlined in the agreement. Arbitration may impose added costs and time spent by both parties so we hope to satisfy this dispute in a more productive way. Thank you in advance [redacted]
Dear Mr. [redacted], As a foreword to this response, we will state that prior to the escalation of this issue, several communication attempts were made through email, text and phone call. Most recently, two e-mail's were sent to you from the CEO expressing concern as well as a desire to...
assist you directly in a satisfactory outcome. A phone call to you was made by our processing manager in which you were verbally notified of the emails to which you responded verbally that you would "get to it later". We do show that we have made good faith attempts to communicate with you and have been unsuccessful at reaching you to settle the matter. Though we at American Student Loan Advocates do not recognize the (Revdex.com) Revdex.com as a legal entity or as a source of mediation for disputes, we do respect your rights to publicly voice your concerns and opinions as well as your individual right to seek assistance in matters to which you may not be expert. As we address this matter we will also reinforce and site the standing mutual and legal agreement that we currently have that specifically describes not only the services that were to be performed but also your rights to cancellation, openly honest disclaimers as to our company and the extent at which we would in fact represent your interests and work on your behalf. It is our intent to provide information as well as an understanding of the role we play in providing a very valuable, honest and ethical service. As our reputation indicates, we have 2+ years of active and successful client cases where Minimal situations have resulted in client dis-satisfaction. Sadly we do see cases where no matter the explicit notifications and verbal/written confirmations, some clients may not fully grasp either the concept or the extent/value of our services. For this reason we provide a 72 hour cancellation policy which meets or exceeds federal and state requirements. In all cases we not only work far beyond what the laws of the United States requires but we far exceed those of every state through our openly honest disclosures, email communications, verbal compliance agreements, cancellation policies and fee structure. What we will not do is open the door for clients or individuals to take advantage of our effort, expertise, time and staffing. In this instance an agreement was transacted by yourself and American Student Loan Advocates. That agreement was also followed up on various times through e-mail, text and phone communication. To your concern, at no time did American Student Loan Advocates or its staff imply, state or refer to our company as being the Department of Education , a related servicing agency or any other. When calling out or receiving communications from you we introduce as "American Student Loan Advocates". E-mail communications also come from "@americansla.org" addresses and the text and body of every e-mail lists American Student Loan Advocates as the company with whom you are doing business with. To start- Initially you spoke with our advocate "[redacted]" who assisted you in understanding your options as it related to your Federal Student Loans (not private), possible benefits of consolidating as well as achieving a 12 month lower repayment program through the Department of Education (not directly through American Student Loan Advocates) . We were able to assist you in viewing your loan status, total outstanding debt, current interest rates as well as providing you unlimited time to explore and investigate your options . At the end of the exploratory conversation you agreed to allow American Student Loan Advocates to assist you in the preparation and submission of federal applications for consolidation as well as for an income driven repayment program. You were educated regarding the federal program which may include "forgiveness" after all criteria are met. You were notified regarding the annual recertification process and you verbally agreed to statements of acceptance as well as submitting an electronically signed document through esign (which is stamped with your local "ip" internet protocol address). Of the verbal statements that you acknowledged, #1 is the you understood that American Student Loan Advocates is NOT the Department of Education or a federal student loan servicer. We require this to be agreed to so that no presumption is made that we are identifying as a government agency or federally affiliated organization. We also state this in writing in paragraph 1 of our service agreement as well as listing this on our website at www.americalsla.org. In addition to this, we explained our fees for service which were $799.00. We established an simple payment arrangement to make it easy on your personal finances and we confirmed that these fees were not for our federal loans and that they were for our services. (This is also a part of the verbal compliance script that is read and that you were required to agree to before moving forward). You agreed and provided your credit card information to [redacted] prior to electronically signing the service agreement. Immediately thereafter we began work on your file, prior to any payments even having been taken. This is not only to provides peace of mind but it also follows federal laws regarding taking advanced fees. A welcome e-mail was sent to you explaining a part of the process as well as providing additional disclaimers. A sample of your service agreement was sent to you at this time. Once your applications were submitted to the Department of Education, another e-mail was sent to you describing this stage in the process as well as the next steps. Once your consolidation had been completed another e-mail was sent to you and then finally when your consolidated loan entered a new 12 month repayment program we sent you an additional e-mail which included information on the annual recertification process. This entire process was completed within 50 days. Far before the majority of payments were even received. On several occasions you spoke to our billing department to either confirm or move payments. To date all but $99.88 has been received for services rendered contrary to your request. We have offered through e-mail correspondence, to waive your final payment of $99.88 in addition to providing additional services at no additional cost to you. We do not consider this a matter of fraud but rather misunderstanding as we legally, ethically and responsibly acted on your behalf, spent considerable time assisting you through this entire process and have even offered to assist you moving forward. As it stands we have now positioned an outcome that we feel is satisfactory to both your interests and our business. It not only fosters good faith but provides several mentions of how we worked to inform and protect you as our client through this entire process. As always we wish to keep you as a happy client and we look forward to your communications whether a public forum or private. Please feel free to contact me directly with comments or questions! Kindest Consideration- [redacted] -CEO American Student Loan Advocates Cell- [redacted]@americansla.org
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved I have had contact with ***ny and explained that this complaint was entered the day before a 'thorough' response to my concerns was sent to me I am content at this time with where we are Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I was told that 70% of my payments would go towards my student loan and that 30% of my payments would go towards their service fee I was, also, told that their service fee was $500, not $800.]
Regards,
*** ***
To Consumer/Client ** ***, We deeply apologize for your experience and the lack of results that we were able to achieve during the time that your loans had been under our care and supervision Our Goal is to provide results if not proper communication as a part of our overall service
program Though our results weigh heavily on the cooperation of Servicers and collections companies, ultimately the expectations are where we did not deliver IMMEDIATE ACTIONS TAKEN: American Student Loan Advocates will immediately terminate your agreement and remove any limited power of Attorney that we have on file or have used to work on your behalf We will immediately issue your requested $refund in the form of a check within 7-business days and will send it to your address listed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved I have had contact with ***ny and explained that this complaint was entered the day before a 'thorough' response to my concerns was sent to me I am content at this time with where we are
Regards,
*** ***
Mr [redacted], We apologize in advance for any frustration that you may be experiencing during this process. We do out very best to communicate in a manner that is efficient and reasonable during our normal business hours. I am saddened to hear that this process is not meeting...
your expectations and that you are not finding the communication aspects of this service sufficient. I will have [redacted]ny Contact you via phone call today to verify what stages we are in the process so that you have a verbal confirmation. I believe at this time we are simply waiting for the Department of Education and Fed Loan Servicing to verify and process your application and documentation. We have a follow up scheduled on your file set for 8/2/2017. At that time we hope that everything has been completed. Regarding the $200 charge - We have not yet charged you for this service which was set at $199. We are not drafting payment for our services until after the entire process has been completed.. So rest assured, we are not simply here to take your money!! We are here to get you quick, efficient results.If you have questions regarding the billing aspects you can reach out to [email protected] hope to retain your business and we look to move past this in a positive way and remain a valuable resource for you with as little stress on your part as possible.Thank you in advance!![redacted] CEO
To Client
Please excuse the
timeframe in which we are responding to Client complaint. Though we as a
corporation do not recognize the...
Revdex.com as a government agency
performing consumer protection services, we do respect Client rights to seek
assistance from 3rd parties where necessary and needed. We have taken a
look at Client specific issues regarding Client service agreement with us and
we would like to address them as follows:
Client contacted
American student Loan Relief on 2/10/2015 at 2:30pm PST and spoke with one of
our Federal Repayment Program Advisors. The nature of this conversation
included Client current student Loan situation, Client goals in regards to the
outcome of these loans as well as Client personal financial situation.
The result of this conversation was Client interest in having American
Student Loan Relief process and submit applications for Federal Repayment
Applications on Client behalf. The specifics of this application
were to request a consolidation of all Federal student loans whether current or
in default. A formal service agreement
was sent to Client on 2/13/2015, was signed electronically and was returned to
us at 2:07pm PST. This agreement included specific details as to the
processes used, details no guarantees and provides several protections to Client
which included a 72 hour cancellation policy. Additionally, the promise
of completing work prior to receiving payment for services rendered was in fact
clearly stated in our agreement. We do not charge advance fees and only
charge as the stages in the process are completed. In Client case, Stage
one (1) only required collection of documents and placing Client on a deferment
or forbearance if applicable. In this scenario placing loans on a forbearance
was not "Applicable" since Client
some or all of Client loans were in default status and because the Complete submission of Client documents
were to be fully submitted to the Department of Education on 2/16/2015.
All work had by the end of business on 2/16/2015 been completed as per
the service agreement and a confirmation email was sent to Client at that time
detailing the process. All documents
required for proper submission to the Department of Education had been filled out
and submitted on behalf of the client as requested through the signed service
agreement and the Limited power of attorney. Within days, American Student Loan Relief prepared and submitted all required Applications to the Department of Education on Clients behalf at clients request, thus completing in full the original requested service. Any subsequent work performed during this process was not assessed at an additional cost to client and all attempts to correct issues were made.
Shortly
after submission, communication was received from Clients current servicer stating:
“[redacted] You have loans that
aren't eligible for consolidation because they're in default and you haven't
made satisfactory arrangements to repay them with your current servicer(s).
However, a few simple steps on your part could make them eligible. Defaulted loans can be made eligible for
consolidation only if you agree to repay your Direct Consolidation loan under
an income-based repayment plan. Please complete an application by to see if you
qualify. If you do nothing, your
defaulted loans remain ineligible, and we'll move forward with processing the
other loans you've requested to consolidate. If none of your other loans are
eligible, we're required to cancel your application. You can apply for an Income-Based Repayment
(IBR) plan even if you have no income. Check the box on the application stating
that you have no income. If you have no income, you may have a $0.00 payment
with an IBR plan. You can always pay more than the minimum payment if you are
able to.”
Upon receiving this our processor quickly
requested additional required documentation from the client and Submitted a new
application on the clients behalf. On 5/6 the client was sent communication as
to the current status of the process. Any
delays in the processing were due to back and forth regarding prior years tax
returns, extensions etc at the servicers request.
Regarding Timeline for
completion:
The initial discussion
and verbal communication relating to the expected timeline was correct based on
our processes. However, American Student
Loan Relief has no control of outside sources or their workflow time schedule
(E.G. Department of Education) As an
expectation and protection we clearly detail this in our service agreement that
was signed electronically by the client.
Regarding Communication
on client’s behalf –
As a part of our
service, communication on clients behalf was granted through a limited power of
attorney. Utilization of Great Lakes
Online Account system was utilized in order to communicate clients information and
status updates.
In summary –
Our goal is client
satisfaction each and every time, however, we understand that challenges
present themselves occaisionally. We do
feel that our communication with the client was sufficient and as often as we
received updates. We diligently followed
up with the client and on the client’s behalf.
Though the client was initially quoted a program that was later denied
by Great Lakes, this was to be considered a soft quote and was an approved
program as stated by StudentLoans.gov.
American Student Loan Relief had no reason to believe that the quote and
program provided was not true and accurate as it is a Department of Education
system and information used clients provided information. Once denied we quickly responded and moved to
provide a solution for the client. It is
understandable that the timeframe was a major issue for American Student Loan
Relief as well as the client , however, much of this was out of our control and
we could merely respond to requests in a timely fashion.
As per our service
agreement, we completed all aspects of the services as promptly as
possible. At the time of the clients
call to great lakes there was absolutely nothing further to do in order to
expedite this process. Clients loans
were waiting for disbursement.
Resolution: As a show of good faith if client wishes, American
Student Loan Relief shall at no cost process client’s 1 x annual
recertification for Federal Repayment Applications ($499) Value. Client must Communicate with our processing
team directly and should notify us if Client wishes to use our services. Client will be required to Request the
re-certification no later than 10 months from the start of the new Federal
Repayment Program Start date. (A copy of Electronically signed Client Service Agreement is on file and may be provided at Clients request)
[redacted], Audio recordings are batched and are not available for general use after 90 days from initiation. These recorded calls are for training purposes only. Any of our electronically signed documents past 6 months are also archived and are only pulled from our 3rd party vendor if necessary through official litigation proceedings. (This is for client privacy as well as to satisfy merchant requirements) I have attached a sample copy of our service agreement from your file so that you at least have some point of reference, however, you were emailed all documents, updates and notifications to the same email address which you just responded from. When you originally signed up with us we sent you a copy of the service agreement which details in the first paragraph that our fees do not go towards your federal loans. Additionally, several pages also indicate that the fee for service is $799 not $500. The Final page shows the payment arrangements and dates that you requested. We make this clear in the very beginning so that there is absolutely no confusion. We apologize if there has been any confusion between who we are and who your actual loan servicer is. Please keep in mind that while you are looking into this, your Federal Student Loan Debt obligations are still requiring a monthly payment of $39.40 to (Fed Loan Servicing) and should not be missed. If any payments have been missed then a forbearance can be placed to take care of the past due to bring this current. Unfortunately, If you feel that this still does not satisfy your dispute then we encourage you to follow the Legally Binding arbitration process as is outlined in the agreement. Arbitration may impose added costs and time spent by both parties so we hope to satisfy this dispute in a more productive way. Thank you in advance [redacted]
Dear Mr. [redacted], As a foreword to this response, we will state that prior to the escalation of this issue, several communication attempts were made through email, text and phone call. Most recently, two e-mail's were sent to you from the CEO expressing concern as well as a desire to...
assist you directly in a satisfactory outcome. A phone call to you was made by our processing manager in which you were verbally notified of the emails to which you responded verbally that you would "get to it later". We do show that we have made good faith attempts to communicate with you and have been unsuccessful at reaching you to settle the matter. Though we at American Student Loan Advocates do not recognize the (Revdex.com) Revdex.com as a legal entity or as a source of mediation for disputes, we do respect your rights to publicly voice your concerns and opinions as well as your individual right to seek assistance in matters to which you may not be expert. As we address this matter we will also reinforce and site the standing mutual and legal agreement that we currently have that specifically describes not only the services that were to be performed but also your rights to cancellation, openly honest disclaimers as to our company and the extent at which we would in fact represent your interests and work on your behalf. It is our intent to provide information as well as an understanding of the role we play in providing a very valuable, honest and ethical service. As our reputation indicates, we have 2+ years of active and successful client cases where Minimal situations have resulted in client dis-satisfaction. Sadly we do see cases where no matter the explicit notifications and verbal/written confirmations, some clients may not fully grasp either the concept or the extent/value of our services. For this reason we provide a 72 hour cancellation policy which meets or exceeds federal and state requirements. In all cases we not only work far beyond what the laws of the United States requires but we far exceed those of every state through our openly honest disclosures, email communications, verbal compliance agreements, cancellation policies and fee structure. What we will not do is open the door for clients or individuals to take advantage of our effort, expertise, time and staffing. In this instance an agreement was transacted by yourself and American Student Loan Advocates. That agreement was also followed up on various times through e-mail, text and phone communication. To your concern, at no time did American Student Loan Advocates or its staff imply, state or refer to our company as being the Department of Education , a related servicing agency or any other. When calling out or receiving communications from you we introduce as "American Student Loan Advocates". E-mail communications also come from "@americansla.org" addresses and the text and body of every e-mail lists American Student Loan Advocates as the company with whom you are doing business with. To start- Initially you spoke with our advocate "[redacted]" who assisted you in understanding your options as it related to your Federal Student Loans (not private), possible benefits of consolidating as well as achieving a 12 month lower repayment program through the Department of Education (not directly through American Student Loan Advocates) . We were able to assist you in viewing your loan status, total outstanding debt, current interest rates as well as providing you unlimited time to explore and investigate your options . At the end of the exploratory conversation you agreed to allow American Student Loan Advocates to assist you in the preparation and submission of federal applications for consolidation as well as for an income driven repayment program. You were educated regarding the federal program which may include "forgiveness" after all criteria are met. You were notified regarding the annual recertification process and you verbally agreed to statements of acceptance as well as submitting an electronically signed document through esign (which is stamped with your local "ip" internet protocol address). Of the verbal statements that you acknowledged, #1 is the you understood that American Student Loan Advocates is NOT the Department of Education or a federal student loan servicer. We require this to be agreed to so that no presumption is made that we are identifying as a government agency or federally affiliated organization. We also state this in writing in paragraph 1 of our service agreement as well as listing this on our website at www.americalsla.org. In addition to this, we explained our fees for service which were $799.00. We established an simple payment arrangement to make it easy on your personal finances and we confirmed that these fees were not for our federal loans and that they were for our services. (This is also a part of the verbal compliance script that is read and that you were required to agree to before moving forward). You agreed and provided your credit card information to [redacted] prior to electronically signing the service agreement. Immediately thereafter we began work on your file, prior to any payments even having been taken. This is not only to provides peace of mind but it also follows federal laws regarding taking advanced fees. A welcome e-mail was sent to you explaining a part of the process as well as providing additional disclaimers. A sample of your service agreement was sent to you at this time. Once your applications were submitted to the Department of Education, another e-mail was sent to you describing this stage in the process as well as the next steps. Once your consolidation had been completed another e-mail was sent to you and then finally when your consolidated loan entered a new 12 month repayment program we sent you an additional e-mail which included information on the annual recertification process. This entire process was completed within 50 days. Far before the majority of payments were even received. On several occasions you spoke to our billing department to either confirm or move payments. To date all but $99.88 has been received for services rendered contrary to your request. We have offered through e-mail correspondence, to waive your final payment of $99.88 in addition to providing additional services at no additional cost to you. We do not consider this a matter of fraud but rather misunderstanding as we legally, ethically and responsibly acted on your behalf, spent considerable time assisting you through this entire process and have even offered to assist you moving forward. As it stands we have now positioned an outcome that we feel is satisfactory to both your interests and our business. It not only fosters good faith but provides several mentions of how we worked to inform and protect you as our client through this entire process. As always we wish to keep you as a happy client and we look forward to your communications whether a public forum or private. Please feel free to contact me directly with comments or questions! Kindest Consideration- [redacted] -CEO American Student Loan Advocates Cell- [redacted]@americansla.org