Centerpointe Lending Student Loan Services

We are most certainly sorry that the client feels this wayPer the notes on our file the client initially spoke to a representative and indicated that she grossed an annual income of 80,However, when the income verification documentation was submitted to our processing department her adjusted income was at 131,Client was initially told that based on her income and family size her payment would be $a monthDue to the income discrepancy it caused for the payment to be different then what was initially discussed causing a delay in the serviceAfter speaking with [redacted] she said that she assists family members financially and that she would be adding them to her family sizeThe client also indicated that she would have a drop in income within the next six months so that she would stay where she was at and then recalculate based on her lower gross that she would be receiving in the near future [redacted] then decided against that and wanted to submit with the family size addition and the income that she currently has, and this documentation was completed and submitted nearly a whole month before this complaint had been filedServices have been rendered in full and the client has also been given a copy of all the documentation that was submitted on her behalfOur job is to help with the enrollment process into the Department of Education’s Forgiveness Programs, and this client has been submitted and is currently awaiting approvalDue to the exigent circumstances of this file there was a slight delay in the process but only due to the fact that we were waiting to see what Mrs [redacted] would like to doWe do not guarantee any payment amount because it is solely based on income and family size, and this client’s income did not match up with what was initially stated to an adviserThere has been extensive contact between the client and our staff from the time that she enrolled by phone, and email as wellClient is now stating that the reason that she will not remove the comment is because she wants to make sure she gets the payment she wantsThe contract that [redacted] signed states that “Client agrees to pay CLCSLS a fee in the amount of $Full $ Amount, in addition, Client agrees to pay a fee of $0.00monthlyCLCSLS will be able to retain the fees in full; if Client is approved with any type of programs provided by D.O.E.”"If client’s Federal Student loan application is not approved for the program through DOE, CLCSLS will reimburse 100% of all client’s fees collectedClient also understands that a third party payment proceeds company will be pulling the client service fee paymentsClient understands that CLCSLS is a document preparation company and does not guarantee a payment or loan term quoted by DOE web-siteHowever, CLCSLS guarantees a client will receive a federal student loan consolidation, or a repayment plan using current lenders, through DOE, subject to the following conditions: (1) client’s existing debts are original debts and have not been previously consolidated or reconstructed (2) Client fully cooperates with CLCSLS providing all information requested by CLCSLS and DOE, and that such information is complete and accurate; and (3) Clients loan application is not disqualified by the DOE due to issues or characteristics related to clientAll refund requests must be in writing and faxed to us within days of any loan application denial by DOECLCSLS will reimburse 100% of the service fee paid by Client"“CLCSLS relies on the applicable lender(s) and CLCSLS cannot be held liable for delayed completion due to delays in obtaining information or approvals from third parties or the DOEThe average completion time to process a Federal Student Loan Consolidation through CLCSLS is approximately ninety (90) days, unless rehabilitation is required for the client, or forbearance plan is necessary.” Based on the content of the contract Mrs [redacted] signed from her own IP address, we have rendered service in full the delay was not a fault of our ownShe is not eligible for a refund pending approval being the fact she has yet to be deniedWe have tried to accommodate and assist [redacted] in every way we could in a timely manner, and there is no work left for us to complete

I am rejecting this response because: In summary: 1- Centerpoint Lending admits to contacting me a total of timesIn actuality I was contacted times by this companyAll emails are attached with this noticeNo further attempt was madeThe email supposedly sent in reply to my cancellation request was never sent or received 2- Centerpointe employee [redacted] treated me with verbally abusiveHe actually yelled profanities at me over the phone Centerpointe’s denial of these events shines light into the untrustworthy character of their operations and intentions 3- Mr [redacted] ’s comments regarding attempts at contacting me as well as Fed Loan are inaccurate$per moth promise made by Centerpointe Lending for a month period is untruthful and according to Fed Loan and other government organizations unlawful as well 4- Conclusion as to why I will no longer retain the services of Centerpointe Lending I will address my reply in the order of [redacted] 's comments: 1) I submitted the complaint to the Revdex.com on 08/21/2017, prior to emailing Centerpointe Lending with a request for cancellation of services This cacelation request was sent to the following email addresses: [redacted] , [redacted] , [redacted] Mr [redacted] clearly stated in his reply that his company contacted me no more no less than times: 1- 06/29/email sent from [redacted] @centerpt.net welcoming me to their cervices (attached & received at 4:PM not 1:PM as Mr [redacted] mentions in his reply) 2-7/4/Payment reminder sent from [email protected] (attached & received at 7:AM) 3-7/5/Follow up email supposedly opened on 7/5/at 11:AM which was never receivedNot even sure from what email address it was sent 4-7/14/email opened on the of the same month at 6:28AM, which I do acknowledge receiving, I contacted Centerpointe Lending, as I will explain below, regarding the application it containedI find of interest in noting that this email address was sent from [redacted] , and not from an email address ending in centerpt.net as all their other communications(attached) 5- Final email received (Mr [redacted] does not mention the date in his reply, but it was received on 08/07/2017) (attached & received at 7:AM) This was a Payment reminder The first email address I addressed my cancellation request was [redacted] This was the email address used to send my welcoming messageThis is the message Mr [redacted] refers to as the first message sent on 06/29/Mr [redacted] encourages me in this message, to contact him with “any questions or concerns”He also extends permission in that message to share his information with anyone else who might be interested in receiving help with student loan processingThe phone number that appears on this message, very clearly in red, is ###-###-#### This is the phone number I used in order to reach out to Centerpointe Lending If this was not a working number, then why would Mr [redacted] encourage me to share it? And if this was a working number where you could leave voice mails, then why were my calls never returned? If this email address was no longer in use or if Mr [redacted] was no longer under Centerpointe Lendings employment, then why was I not notified that the company was assigning a new employee to answer my questions? After all, I had been clearly instructed in the email that I could reach out anytime with questions or concernsAll these question raise many inconsistencies which place doubt on Mr [redacted] ’s statement Since I never received any replies to any of the voice mails left at the number above, I emailed Mr [redacted] to the same address he used to reach out to me: [redacted] I explained in my email the delay in getting all my information together and explained as well that the form, which Mr [redacted] refers to as the 4th email attempt, was filled out with the incorrect informationI never received a reply to this emailThis email is also attached with this reply [redacted] must have been a functional address since 1- Mr [redacted] had encouraged me to share it, 2- the email welcoming me was sent from it and 3- it is the main address to which the cancellation request was sent, an email which Mr [redacted] acknowledges receiving It is probably worth mentioning that as I sent both emails I never received any notices that the emails were not received or otherwise unable to reach their destination I would also like to note that Mr [redacted] does not mention his reply to my cancellation email, as the 6th correspondence sent by his company, in his very detailed account of emailsI quite frankly find the existence of this mysterious email quite convenient considering the circumstances Furthermore, this list of emails clearly shows that Centerpointe Lending NEVER replied to my inquiry regarding their mistakes in filling out the form with the incorrect information Centerpointe Lending must have received this message seeing as they were able to receive my 2nd message sent to the same address Additionally please consider that if there would have been more communications from Centerpointe Lending I would have replied to them, especially if they contained information which denied the HORRIFIC verbal abuse I received from its employee To this day, the only reply I have received, from this company, is the one I am replying to now, associated with this complaint made through the Revdex.comNo replies were ever received at [redacted] in the main or junkmail inboxes, no replies were ever received to [redacted] at either the main or junkmail inboxes, and no phone calls were ever received at the number I provided as a main contact numberI am prepared to provide phone records to prove this 2)Mr [redacted] writes in his reply: “and I am sorry that he hung up on you, I will be speaking with him about his part of the call, and how he should have handled it betterBut I will say he tried very hard to explain to you the process, and what stage of it you were inAnd all you did was yell REFUND! REFUND! REFUND! Every time he tried to speakAt no point during the call did he yell back at you, or use bad language.” If Mr [redacted] had really listened to the call, he would have been aware of the notoriously FOUL language his employee used against me I will not repeat the expletives again, but anyone who might witness such behavior and form of expression will surely side with me in denouncing it as a VERY AGGRESSIVE FORM of VERBAL ABUSE So Mr [redacted] , I direct myself to you when I say I do not care about the fact that your employee hung up the phone on me and I do not care about the consequences you make him face for hanging up the phone on me I do care however, about the terribly abusive way in which he treated me prior to hanging up the phone, and I significantly care more about the fact, that you are denying it ever happenedBy denying your employee’s atrocious behavior you are also condoning itIt quite frankly concerns me that you are shame facedly denying something which any decent and correct manager or business owner would have acknowledged, apologized for and honestly tried to make amends forPerhaps if this would have been the case, I might have reconsidered my position, but your reply has only strengthened my resolve in severing all ties with your company I cannot be blamed for yelling “REFUND” out of shock, after being subjected to verbal abuse from Centerpointe Lending’s employeeNo employee of a legitimate organization, business or enterprise would ever allow him or herself to treat a cus***er in the way I was treated, no matter how nasty the cus***er wasMy faux pas in the conversation might have extended to yelling the word refund, but no behavior of mine would have ever justify the expletives used by [redacted] the Centerpointe cus***er rep I am aware that this situation is a “he said she said” situation I am not in the habit of recording my phone conversations, so I do not have proof of this verbal abusePerhaps Mr [redacted] will kindly share unedited copies of the recording he quite clearly did not listen to 3) Mr [redacted] States: “We asked in multiple emails to send in your income documentation so your servicer can complete your loan forgiveness program and have received no responseOnce that documentation is provided, you will be a $per month for 240-month term.” Mr [redacted] has acknowledged they only reached out to me timesI have provided all of the emails actually sent by Centerpointe Lending of these emails were au***atic payment reminders, of these emails was a welcoming message, and of these emails was never receivedemail requesting my documentation does not constitute “multiple emails” as Mr [redacted] claimsTo me, this is just another instance in Mr [redacted] ’s reply, where he inaccurately describes the facts Furthermore, I have reached out to Fedloan, the US Derpartment of Education, the Fedral Trade Commission and the Consumer Protection Bureau, all reputable institutions, since my last and most horrible conversation with Centerpointe LendingThese organizations have unanimously warned me of the many scams regarding Student loan relief, Student loan consolidation and Student loan processing, which are currently operating without regulation When I explained to both Fedloan and the US Department of Education Mr [redacted] ’s claim that once I submit my documentation I “will be a $per month for 240-month term”, they immediately reassured me that this was a claimThey explained that this would be illegal, as throughout the forgiveness period my monthly payment would have to be calculated based on my incomeThey told me, that even if that payment was quite small, there would be a payment which would be reassessed on a yearly basis and which would be charged to me until the expiration of the forgiveness periodAt this point and only at this point would I no longer be required to pay for student loansThey added, that I myself could submit that information through the proper channels without the aid of any third parties, such as Centerpointe Lending, and that there was no cost associated with the process of getting my monthly payment assessed Mr [redacted] claims: “As for the response from the DOE they would not have any record of us submiting anything to themYou would need to call your servicer Fed Loan, they are the ones we submited your information to, and they are the ones that are waiting for your income information to complete the process for you.” My personal conversation on 08/31/with a Fed Loan representative employee number 614023, revealed that Centerpointe Lending had not made ABSOLUTELY ANY attempts since June to contact or submit information to Fed Loan on my behalfAgain Mr [redacted] provides inaccurate information to fit his account of the situation 4) My final statement as to why I completely dismiss the reply submitted by Centerpointe Lending addresses Mr [redacted] statement that I “will not complete her end of the process”I attempted to do so, which I have quite clearly proven with the email sent to [redacted] and the phone messages left on the number in his emailNot only were my attempts to reach out ignored for weeks, when I was finally able to speak to someone I was insulted, abused and yelled at before the conversation was ended by their representativeSo Centerpointe Lending has quite frankly proven that they have no interest whatsoever in keeping me as a clientIf they would have wanted my business and my money they would have tried to retain it with honesty, respect, patience and uninterrupted communication I no longer want to continue dealing with Mr [redacted] ’s company and yes, I will no longer continue the process with his companyThis however cannot be attributed to no failing of mine since: 1-Centerpointe Lending filled out the forms incorrectly 2-Centerpointe Lending never responded to my request that they correct the information 3- Their representative was abusive towards me, Mr [redacted] failed to acknowledge said abuse and thus by extension Centerpointe Lending can be attributed to condone such behavior from its employeesI rightfully do not wish to deal with any company which approves of such behavior 4-I do not wish to be submitted to further verbal abuse, if I continue my relationship with Centerpointe lending I would be subjecting myself to the possibility of this occurring again 5-Centerpointe Lending is not readily available to their cus***ers, and they do not reply or keep track of their cus***er’s communications in an organized manner 6-Ceneterpointe Lending has provided inaccurate information in this reply by stating that they sent “multiple emails” with requests for my documentation, maintaining that they have been in contact with Fed Loan on my behalf and that they submitted my information to themThey also provided inaccurate information when they claimed I could be placed in a $ monthly payment for a 240-month period / [redacted] Style Definitions */

This complaint is a little confusing to me, I spoke with [redacted] different times yesterday to resolve this issueShe agreed to a refund from us and signed a cancellation agreement form In response to the scam allegations, I'm not aware of companies that scam people, and then refund them their moneyI have pulled the calls that [redacted] has in our system, and she was informed that someone from the processing department would contact her, to process her fileIt is standard for the processing department to verify information that is in the file so that we know we are filling their information correctly to insure a speedy processOur contract goes over the process, and we made several attempts to contact [redacted] to discuss missing documents on the fileShe did not want to take our calls, or answer our emailsWe are here to help people process the paperwork to reduce or eliminate student loan payments, but the help of the client is needed.We are sorry that this client feels like she was robbed, and the issues was already rectified before this complaint was filedThank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12466428, and find that this resolution is satisfactory to meOn 11/27/if I do not receive my refund I will open back up this compaint

Hi ***,
I am sorry to hear that you are having a bad experience, and
I want to address your comments
There are a lot of companies that have done bad business to
label what we do a Scam, and these companies will take your money, and not file
a single thing for you, but maybe a
Forbearance, which we both know is just
pushing your payments back, and after they make some money off of 100’s or
1,000’s of clients they fall of the earth
The reason people hire us, is to prepare the documentation
for you to get a consolidation, stop wage garnishments, apply for forgiveness…etc
We are a “Doc Prep” company, we take care of the tedious paperwork, and deal
directly with your servicer(s), or consolidate you with a new servicer, and
help apply for forgiveness directly with the DOE
We have a binding contract between you and Centerpointe
Lending Student Loan Services dated on 05/16/2017, that states in the 2nd
paragraph that you can do this on your own so that you are not misled (please
see attached “Nature of Services” paragraph)Also, paragraph #in the same
contract states our Termination of Agreement policy, which states a client may
cancel any time with written notice (please see attached “Termination of
agreement” paragraph)
It is company policy to send unpaid contracts to our
collection department to collect payments and get people back on track so we
can fulfill our end of the agreed upon contractIf you would wish to cancel
this contract, please do so in writing, and fax into ###-###-####, this number
is also on the contract for your reference
I have also attached your entire contract just in case you
do not have yours handy

Correct...you will not be charged any fees for cancelling, and we will stop the collection company from calling you. Thank you

The refund is being processed

I am rejecting this response because:
In summary:
1-
Centerpoint Lending admits to contacting me a
total of timesIn actuality I was contacted times by this companyAll
emails are attached with this noticeNo further attempt was madeThe email
supposedly sent in reply to my cancellation request was never sent or received
2-
Centerpointe employee [redacted] treated me with
verbally abusiveHe actually yelled profanities at me over the phone
Centerpointe's denial of these events shines light into the untrustworthy
character of their operations and intentions
3-
Mr[redacted]'s comments regarding attempts at
contacting me as well as Fed Loan are inaccurate$per moth promise made by
Centerpointe Lending for a month period is untruthful and according to Fed
Loan and other government organizations unlawful as well
4-
Conclusion as to why I will no longer retain the
services of Centerpointe Lending
I will address my reply in the order of [redacted]'s
comments:
1) I submitted the complaint to the Revdex.com on 08/21/2017, prior
to emailing Centerpointe Lending with a request for cancellation of services
This cacelation request was sent to the following email addresses:
[redacted], [redacted], [redacted]
Mr [redacted] clearly stated in his reply that his company
contacted me no more no less than times:
1- 06/29/email sent from [redacted]@centerpt.net welcoming me to their
cervices (attached & received at 4:PM not 1:PM as Mr[redacted]
mentions in his reply)
2-7/4/Payment reminder sent from [email protected] (attached &
received at 7:AM)
3-7/5/Follow up email supposedly opened on 7/5/at 11:AM which was
never receivedNot even sure from what email address it was sent
4-7/14/email opened on the of the same month at 6:28AM, which I do
acknowledge receiving, I contacted Centerpointe Lending, as I will explain
below, regarding the application it containedI find of interest in noting
that this email address was sent from [redacted],
and not from an email address ending in centerpt.net as all their other
communications(attached)
5- Final email received (Mr[redacted] does not mention the date in his reply,
but it was received on 08/07/2017) (attached & received at 7:AM) This
was a Payment reminder
The first email address I addressed my cancellation request
was [redacted]This was the email address used to send my welcoming
messageThis is the message Mr[redacted] refers to as the first message sent
on 06/29/Mr[redacted] encourages me in this message, to contact him with "any
questions or concerns"He also extends permission in that message to share his
information with anyone else who might be interested in receiving help with
student loan processingThe phone number that appears on this message, very
clearly in red, is ###-###-####
This is the phone number I used in order to reach out to Centerpointe Lending
If this was not a working number, then why would Mr[redacted] encourage me to
share it? And if this was a working number where you could leave voice mails,
then why were my calls never returned? If this email address was no longer in
use or if Mr[redacted] was no longer under Centerpointe Lendings employment, then
why was I not notified that the company was assigning a new employee to answer
my questions? After all, I had been clearly instructed in the email that I
could reach out anytime with questions or concernsAll these question raise
many inconsistencies which place doubt on Mr[redacted]'s statement
Since I never received any replies to any of the voice mails
left at the number above, I emailed Mr[redacted] to the same address he used to
reach out to me: [redacted]
I explained in my email the delay in getting all my information together and
explained as well that the form, which Mr[redacted] refers to as the 4th email
attempt, was filled out with the incorrect informationI never received a
reply to this emailThis email is also attached with this reply
[redacted]
must have been a functional address since 1- Mr[redacted] had encouraged me to
share it, 2- the email welcoming me was sent from it and 3- it is the main
address to which the cancellation request was sent, an email which Mr[redacted]
acknowledges receiving.
It is probably worth mentioning that as I sent both emails I
never received any notices that the emails were not received or otherwise
unable to reach their destination
I would also like to note that Mr[redacted] does not mention
his reply to my cancellation email, as the 6th correspondence sent by his
company, in his very detailed account of emailsI quite frankly find the existence
of this mysterious email quite convenient considering the circumstances
Furthermore, this list of emails clearly shows that Centerpointe Lending NEVER
replied to my inquiry regarding their mistakes in filling out the form with the
incorrect information
Centerpointe Lending must have received this message seeing
as they were able to receive my 2nd message sent to the same address
Additionally please consider that if there would have been
more communications from Centerpointe Lending I would have replied to them, especially
if they contained information which denied the HORRIFIC verbal abuse I received
from its employee
To this day, the only reply I have received, from this
company, is the one I am replying to now, associated with this complaint made through
the Revdex.comNo replies were ever received at [redacted]
in the main or junkmail inboxes, no replies were ever received to
[redacted] at either the main or junkmail inboxes, and no phone calls
were ever received at the number I provided as a main contact numberI am prepared
to provide phone records to prove this
2)Mr[redacted] writes in his reply: "and I am sorry that he
hung up on you, I will be speaking with him about his part of the call, and how
he should have handled it betterBut I will say
he tried very hard to explain
to you the process, and what stage of it you were inAnd all you did was yell
REFUND! REFUND! REFUND! Every time he tried to speakAt no point during the
call did he yell back at you, or use bad language."
If Mr[redacted] had really listened to the call, he would
have been aware of the notoriously FOUL language his employee used against me
I will not repeat the expletives again, but anyone who might witness such
behavior and form of expression will surely side with me in denouncing it as a
VERY AGGRESSIVE FORM of VERBAL ABUSE
So Mr[redacted], I direct myself to you when I say I do not
care about the fact that your employee hung up the phone on me and I do not
care about the consequences you make him face for hanging up the phone on
me. I do care however, about the
terribly abusive way in which he treated me prior to hanging up the phone, and
I significantly care more about the fact, that you are denying it ever
happenedBy denying your employee's
atrocious behavior you are also condoning itIt quite frankly concerns me that
you are shame facedly denying something which any decent and correct manager or
business owner would have acknowledged, apologized for and honestly tried to
make amends forPerhaps if this would have been the case, I might have
reconsidered my position, but your reply has only strengthened my resolve in
severing all ties with your company
I cannot be blamed for yelling "REFUND" out of shock, after
being subjected to verbal abuse from Centerpointe Lending's employeeNo
employee of a legitimate organization, business or enterprise would ever allow
him or herself to treat a cus[redacted]er in the way I was treated, no matter how
nasty the cus[redacted]er wasMy faux pas in the conversation might have extended to
yelling the word refund, but no behavior of mine would have ever justify the
expletives used by [redacted] the Centerpointe cus[redacted]er rep
I am aware that this situation is a "he said she said" situation
I am not in the habit of recording my phone conversations, so I do not have
proof of this verbal abusePerhaps Mr[redacted] will kindly share unedited copies of the recording he quite
clearly did not listen to
3) Mr [redacted] States: "We asked in multiple emails to send
in your income documentation so your servicer can complete your loan
forgiveness program and have received no responseOnce that documentation is
provided, you will be a $per month for 240-month term."
Mr[redacted] has acknowledged they only reached out to me
timesI have provided all of the emails actually sent by Centerpointe Lending
of these emails were au[redacted]atic payment reminders, of these emails was a
welcoming message, and of these emails was never receivedemail requesting
my documentation does not constitute "multiple emails" as Mr[redacted] claimsTo
me, this is just another instance in Mr[redacted]'s reply, where he inaccurately
describes the facts
Furthermore, I have reached out to Fedloan, the US
Derpartment of Education, the Fedral Trade Commission and the Consumer
Protection Bureau, all reputable institutions, since my last and most horrible
conversation with Centerpointe LendingThese organizations have unanimously warned
me of the many scams regarding Student loan relief, Student loan consolidation
and Student loan processing, which are currently operating without regulation
When I explained to both Fedloan and the US Department of
Education Mr [redacted]'s claim that once I submit my documentation I "will be a
$per month for 240-month term", they immediately reassured me that this was a
claimThey explained that this would be illegal, as throughout the
forgiveness period my monthly payment would have to be calculated based on my
incomeThey told me, that even if that payment was quite small, there would be
a payment which would be reassessed on a yearly basis and which would be
charged to me until the expiration of the forgiveness periodAt this point and
only at this point would I no longer be required to pay for student loansThey
added, that I myself could submit that information through the proper channels
without the aid of any third parties, such as Centerpointe Lending, and that
there was no cost associated with the process of getting my monthly payment
assessed
Mr[redacted] claims: "As for the response from the DOE
they
would not have any record of us submiting
anything to themYou would need to call your servicer Fed Loan, they are the
ones we submited your information to, and they are the ones that are waiting for your income information
to complete the process for you."
My personal conversation on 08/31/with a Fed Loan
representative employee number 614023, revealed that Centerpointe Lending had
not made ABSOLUTELY ANY attempts since June to contact or submit information to
Fed Loan on my behalfAgain Mr[redacted] provides inaccurate information to
fit his account of the situation
4) My final statement as to why I completely dismiss the
reply submitted by Centerpointe Lending addresses Mr[redacted] statement that I
"will not complete her end of the process"I attempted to do so, which I have
quite clearly proven with the email sent to [redacted] and the phone
messages left on the number in his emailNot only were my attempts to reach
out ignored for weeks, when I was finally able to speak to someone I was
insulted, abused and yelled at before the conversation was ended by their
representativeSo Centerpointe Lending has quite frankly proven that they have
no interest whatsoever in keeping me as a clientIf they would have wanted my
business and my money they would have tried to retain it with honesty, respect,
patience and uninterrupted communication
I no longer want to continue dealing with Mr[redacted]'s
company and yes, I will no longer continue the process with his companyThis however
cannot be attributed to no failing of mine since:
1-Centerpointe Lending filled out the forms incorrectly
2-Centerpointe Lending never responded to my request that
they correct the information
3- Their representative was abusive towards me, Mr[redacted]
failed to acknowledge said abuse and thus by extension Centerpointe Lending can
be attributed to condone such behavior from its employeesI rightfully do not
wish to deal with any company which approves of such behavior
4-I do not wish to be submitted to further verbal abuse, if
I continue my relationship with Centerpointe lending I would be subjecting
myself to the possibility of this occurring again
5-Centerpointe Lending is not readily available to their
cus[redacted]ers, and they do not reply or keep track of their cus[redacted]er's
communications in an organized manner
6-Ceneterpointe Lending has provided inaccurate
information in this reply by stating that they sent "multiple emails" with
requests for my documentation, maintaining that they have been in contact with
Fed Loan on my behalf and that they submitted my information to themThey also
provided inaccurate information when they claimed I could be placed in a $
monthly payment for a 240-month period

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12466428, and find that this resolution is satisfactory to me. On 11/27/17 if I do not receive my refund I will open back up this compaint

[redacted]As you stated, this is just going to be a "He said She said" situation, and neither one of us is going to benefit from this back and fourth. You have requested a refund in the amount of $319.60, and have already started the dispute process with your credit card company. I responded to that dispute, and they have issued us back a temporary credit. This is the first time we have had this issue, so I called our credit card merchant and let them know that I would like to release those funds to you. They stated that once you get our dispute response, that you have 60 days to dispute again. I asked if I can just refund to your card that we charged and they said that I no longer have access to do that on your account. So once you receive that response from your credit card company, please re-dispute it, and I will release from my end. Please finish the process we started for you, all FedLoan is asking for at this point is your proof of income. Based on the income you told us, you will get $0/mo. You will need to re-file each year for this, and like you said, if your income increases next year, or the years to come, you may be subject to a different payment amount. Your complaint has brought a few internal issues to light, and I have addressed them. And you are correct, there are a lot of companies out there that scam people out of there money by not filing a thing for their clients, and just keep the money, and close their doors, and start another shop. Somewhere down the line with your file, some communication was dropped, I show 5 emails sent to you thru our system to [redacted], and a response from me thru [email protected] to your email from [redacted]. Again, I don't want to get into a he said she said, and I don't think 5 emails back and forth to process your file is enough, so that is being addressed as well. But we are not one of the fly by night companies that takes your money and does nothing in return. As you stated, we filed an application for you that contained some errors, which I believe was that you claim 5 dependents, and we had you down at 0. Mistakes happen, and it is unfortunate we are at this point. Regards,[redacted]

Prior to
receiving this notice from the Revdex.com dated 8/22/17, I received an email from this
client on 8/21/17:
To whom it may concern,
Through this email, I, [redacted], am officially requesting
a cancelation of services within 90 days of the allotted time period with a
demand for a...

full and complete refund (100%)
Services that were supposed to be rendered by Centerpointe
Lending, were not completed in full. The application received via email
contained errors. Attempts to reach Centerpointe Lending to request help in correcting
those errors, were futile. Emails and phone calls were not returned. A check
with the Department of Education revealed that Centerpointe lending has not
filed any paperwork with the latter US government organization, even after 40
days past the date of service acquisition.
Furthermore, after having been verbally assaulted by Centerpointe
Lending cus[redacted]er servicre representative [redacted] on Monday, August 21st, and after
leaving repeated messages, for the last two weeks, to the organization with
call back requests, which to this day have not yet been answered, the
trustworthiness, authenticity and motives of Centerpointe Lending as a
legitimate business organization have come into question.
I therefore do not wish in any shape or form to continue retention
of services from Centerpointe Lending and consider severed and terminated with
this email, all further ties, agreements and communications. 100% refund will
be expected otherwise I will be forced to pursue legal action.
Sincerely,
[redacted] 
I responded with
this same day:
Hello [redacted]
Thank you for bringing this to my attention. I would like to dig
into this a bit more. Can you please tell me which phone number you have been
calling? And who's voicemail those messages were left on? Also, please let me
know which number you were calling from. We keep pretty good records of all
calls in and out, along with our emails. So I want to hunt these calls down and
get to the bot[redacted] of this.
I do show 5 emails that were sent to you, and I know sometimes our
emails can get stuck in the spam folder, but 3 of them were confirmed that they
were opened.
Email address we have on file is [redacted],
I notice that this is a different one then the one we are chatting on now, so
I'm not sure if that is part of the confusion or not.
First one was sent on 06-29-17, and was our welcome email opened
by you on 6/29/17 at 1:11pm 2nd one was sent on 7/4/17, and was just a reminder
that a payment was coming up. You did not open that one. So I'm wondering if
that got stuck in your spam folder 3rd one was sent on 7/5/17 and was opened on
7/5/17 at 11:28am, this email was a follow up email to request the 2 most
recent pay stubs or a copy of your most recent tax return.
4th one was sent on 7/13/17, and was opened on 7/17/17 at 6:28am:     
Hello I hope all is well with you. We are at a point now where
they will verify your income to ensure the information you have provided is
correct. Attached is the alternative documentation of income form which needs
to be printed out and mailed. It is already filled out and does not require any
log in or additional information. Please follow the steps below as soon as
possible as this information is time sensitive and must be received within the
time constraints. If you have any other questions, please call me.
 
1) Print the attachment. (No additional information and no need to
log into the site like it mentions.)
2) Make a copy of the most recent tax return or two most recent
pay-stubs whichever will show less income.
3) Mail both the ADOI and the copy of the tax return to the
address highlighted below.
 
FedLoan Consolidation Department
P.O. Box 69186
Harrisburg, PA 17106-9186 USA
 
And the 5th email was another reminder that you had an upcoming
payment, but that one was not opened either.
 
This process usually takes between 60-90 days to complete.
 
Thanks again, I look forward to getting this resolved for you, [redacted]
 
 
I wish I would
have caught wind of this earlier so it would not have escalated to this level. I
responded to your email with the email response above within minutes of getting
your email. I went back and listened to the call in question with [redacted], and I am
sorry that he hung up on you, I will be speaking with him about his part of the
call, and how he should have handled it better. But I will say…he tried very
hard to explain to you the process, and what stage of it you were in. And all
you did was yell REFUND! REFUND! REFUND! Every time he tried to speak. At no
point during the call did he yell back at you, or use bad language. I have
looked thru all of our phone records to find any missed calls from both your
work number and cell phone number that we have on record to locate any calls
that may have been missed and don’t see any. Was there another number you
called from?
We asked in
multiple emails to send in your income documentation so your servicer can
complete your loan forgiveness program and have received no response. Once that
documentation is provided, you will be a $0 per month for 240-month term. We have
a 3-year contract with you to re-certify you each year, then you can sign
another contract if you want us to continue, or re-certify on your own.
In your complaint
you state that “According to their service agreement I am entitled to a
cancellation of services without any penalties and a 100% refund if my loans
were not consolidated.”
Per our contract:
#10
Termination of Agreement:
“The Client
may cancel this contract at any time prior to being approved for Federal
Student Loan Consolidation and receive 50% of funds paid. Client is entitled
for a 100% refund on funds paid if loans that are consolidated through federal
program are deemed not eligible for consolidation after going through
consolidation process.”
 
This means
that in order to get 100% of her money back, she would need to get turned down
for the program. But she will not complete her end of the process. And has not
been turned down.
 
#4 Refund:
“If client’s
Federal Student loan application is not approved for the program through DOE,
CLCSLS will reimburse 100% of all client’s fees collected. Client also
understands that a third party payment proceeds company will be pulling the
client service fee payments. Client understands that CLCSLS is a document preparation
company and does not guarantee a payment or loan term quoted by DOE web-site.
However, CLCSLS guarantees a client will receive a federal student loan
consolidation, or a repayment plan using current lenders, through DOE, subject
to the following conditions: (1) client’s existing debts are original debts and
have not been previously consolidated or reconstructed (2) Client fully
cooperates with CLCSLS providing all information requested by CLCSLS and DOE,
and that such information is complete and accurate; and (3) Clients loan
application is not disqualified by the DOE due to issues or characteristics
related to client. All refund requests must be in writing and faxed to us
within 90 days of any loan application denial by DOE. CLCSLS will reimburse 100%
of the service fee paid by Client.”
 
Number 2 in
the paragraph clearly states that we need full cooperation in order to complete
the process.
 
Instead of
taking our payment in full, we helped out by spreading the payments out to a
plan you could afford, and you have only made 2 payments, and now the job is
completed on our side.
As for the
response from the DOE…they would not have any record of us submitting anything
to them. You would need to call your servicer Fed Loan, they are the ones we
submitted your information to, and they are the ones that are waiting for your
income information to complete the process for you.

I am rejecting this response because: Thank you for the response, can you confirm that there will be no fee to cancel this and the collection agency will stop contacting me?

This complaint is a little confusing to me, I spoke with [redacted] 3 different times yesterday to resolve this issue. She agreed to a refund from us and signed a cancellation agreement form.  In response to the scam allegations, I'm not aware of companies that scam people, and then refund them...

their money. I have pulled the calls that [redacted] has in our system, and she was informed that someone from the processing department would contact her, to process her file. It is standard for the processing department to verify information that is in the file so that we know we are filling their information correctly to insure a speedy process. Our contract goes over the process, and we made several attempts to contact [redacted] to discuss missing documents on the file. She did not want to take our calls, or answer our emails. We are here to help people process the paperwork to reduce or eliminate student loan payments, but the help of the client is needed.We are sorry that this client feels like she was robbed, and the issues was already rectified before this complaint was filed. Thank you,[redacted]

We are most certainly sorry that the client feels this way. Per the notes on our file the client initially spoke to a representative and indicated that she grossed an annual income of 80,000. However, when the income verification documentation was submitted to our processing department her adjusted...

income was at 131,000. Client was initially told that based on her income and family size her payment would be $214 a month. Due to the income discrepancy it caused for the payment to be different then what was initially discussed causing a delay in the service. After speaking with [redacted] she said that she assists family members financially and that she would be adding them to her family size. The client also indicated that she would have a drop in income within the next six months so that she would stay where she was at and then recalculate based on her lower gross that she would be receiving in the near future. [redacted] then decided against that and wanted to submit with the family size addition and the income that she currently has, and this documentation was completed and submitted nearly a whole month before this complaint had been filed. Services have been rendered in full and the client has also been given a copy of all the documentation that was submitted on her behalf. Our job is to help with the enrollment process into the Department of Education’s Forgiveness Programs, and this client has been submitted and is currently awaiting approval. Due to the exigent circumstances of this file there was a slight delay in the process but only due to the fact that we were waiting to see what Mrs. [redacted] would like to do. We do not guarantee any payment amount because it is solely based on income and family size, and this client’s income did not match up with what was initially stated to an adviser. There has been extensive contact between the client and our staff from the time that she enrolled by phone, and email as well. Client is now stating that the reason that she will not remove the comment is because she wants to make sure she gets the payment she wants. The contract that [redacted] signed states that 3. “Client agrees to pay CLCSLS a fee in the amount of $799.00 Full $ Amount, in addition, Client agrees to pay a fee of $0.00monthly. CLCSLS will be able to retain the fees in full; if Client is approved with any type of programs provided by D.O.E.”. 4. "If client’s Federal Student loan application is not approved for the program through DOE, CLCSLS will reimburse 100% of all client’s fees collected. Client also understands that a third party payment proceeds company will be pulling the client service fee payments. Client understands that CLCSLS is a document preparation company and does not guarantee a payment or loan term quoted by DOE web-site. However, CLCSLS guarantees a client will receive a federal student loan consolidation, or a repayment plan using current lenders, through DOE, subject to the following conditions: (1) client’s existing debts are original debts and have not been previously consolidated or reconstructed (2) Client fully cooperates with CLCSLS providing all information requested by CLCSLS and DOE, and that such information is complete and accurate; and (3) Clients loan application is not disqualified by the DOE due to issues or characteristics related to client. All refund requests must be in writing and faxed to us within 90 days of any loan application denial by DOE. CLCSLS will reimburse 100% of the service fee paid by Client". 6. “CLCSLS relies on the applicable lender(s) and CLCSLS cannot be held liable for delayed completion due to delays in obtaining information or approvals from third parties or the DOE. The average completion time to process a Federal Student Loan Consolidation through CLCSLS is approximately ninety (90) days, unless rehabilitation is required for the client, or forbearance plan is necessary.”.   Based on the content of the contract Mrs. [redacted] signed from her own IP address, we have rendered service in full the delay was not a fault of our own. She is not eligible for a refund pending approval being the fact she has yet to be denied. We have tried to accommodate and assist [redacted] in every way we could in a timely manner, and there is no work left for us to complete.