National Student Loan Rescue, LLC

Client was placed in rehabilitation program which has been completedThe collection agency should've released her from garnishment automatically once the rehabilitation was completedI emailed this client on 2/3/explaining this as wellWe are attempting to contact the collection agency to get this matter resolvedClient may contact us at anytime to get clarification so that we can resolve this issue

Initial Business Response / [redacted] (1000, 14, 2015/08/21) */ ***Document Attached [redacted] days after client made her first payment, we submitted her fileUnfortunately we were not notified ahead of time by client that her loans were going into wage garnishment status and therefore even though we submitted application, her lender would not release the pay off amounts of the loans (needed in order to consolidate) because they were starting the process of garnishing her wagesTherefore application was cancelled and on 6/30/we refunded client $Proof of the refund is attached

We do everything to protect the information of our clientsAs of 6/her file was cancelled and personal information will be destroyed

Contact Name and Title: T [redacted] Contact Phone: [redacted] Contact Email: ***@nslrrescue.com spoke with client earlier today and resolved her issueInformed her that her consolidation was completedAlso informed her of what was needed to get a $paymentMoving forward I will be her point of contact

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ Contact Name and Title: T [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@nslrrescue.com we consolidated client's loan, got her a $payment and did everything stated in the contract that she signedClient is in the forgiveness program but it does not happen right awayBecause client is not eligible for public loan service forgiveness it will take twice as long for her loans to be forgivenNo where does it state in the contract that she signed that her loans would disappear after paying our feeClient will save lots of money with $payment we promised and delivered Tried to contact client and left message on her voicemailAlso emailed client as well and explained this to herwe did our job according to the terms of the contract that she signed Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was emailed a link to a contractI had to get off the phone with the representative to view and sign in and he was calling me back in "minutes." This is what he told me, and didCertainly enough time for me to sign it, definitely NOT enough time to read it thoroughlyAnd this company knew thisThey are incredibly misleading and full of liesI would expect [redacted] to believe her own bt, probably the only reason she's still employedI am not satisfied with their responseEverything [redacted] emailed and explained shod have been examined from the very beginningBefore they took my moneyThis company is a scam and a fraudPeriod

Initial Business Response / [redacted] (1000, 11, 2015/08/20) */ We mailed client the documents on 6/25/in the hopes of having it returned with signature we have not worked on the file and have not charged this client at allIt is our procedure to not work on files or charge client until we receive a signed contractclient's file has been canceled and is the process of being removed from our system

We apologize for the client not being able to reach [redacted] however [redacted] was ill during this time and was out for almost a weekWe have sent this client several emails throughout this process updating her on the status of her file Client needs to check if our messages are going to her junk mail folder to avoid any further miscommunicationAlso client currently has the same payment because she is still on a standard repayment plan and her income based repayment application is still being processed by her new lenderI verified with [redacted] that the processing of the income based repayment application will be completed by 3/25/with a new lower payment amountTypically after the client loan gets consolidated, they are put on a standard repayment plan until the income driven repayment plan has been processedHowever, she has no payment due at this time while its being processedIn regards to the refund, client sent written documentation to request cancellation on 2/8/However on 1/29/we had already completed the work and submitted the file already Once we have already processed and submitted her file, which means we have completed the work that was promised, refund cannot be issued because we did what we said according to the terms of the contractPlease review a copy of the call/ email log below 3/17/1:PM ToyaT General client is currently on the standard repayment program which takes days to processspoke to Nelnet who stated it should be completed by the 25th of March2/29/1:PM BryanH Assign Assigned to Toya Thames as Processing 2/8/1:PM AlexC Status Processing changed to Client Cancellation Request 2/8/1:PM AlexC General Hello MrHeath, I am pleased to see you emailI will still like to withdraw consolidation and get my money back as requested from when put my dispute in with the Revdex.comYou can feel free to give me a call at 662-255-Thanks, Kayman Sykes Sent from my iPhone On Jan 29, 2016, at 5:PM,[email protected]: 2/5/2:PM NpiliStatus Accounting changed to 100% Payments Received 2/5/2:PM NpiliPayment Plan Payment #status set to Cleared1/29/5:PM AlexC General Application sent to nelnet with IRS transcripts pulled from servicer1/29/5:PM AlexC General Email sent: National Student Loan Rescue UPDATE: SUBMITTED 1/29/5:PM AlexC Status Processing changed to Application Sent and Pending 1/15/1:PM NpiliPayment Plan Payment #status set to Cleared12/28/12:PM AlexC General Email sent: National Student Loan Res DOCUMENTS RECEIVED 12/28/12:PM AlexC Status Processing changed to All Documents Received 12/28/12:PM AlexC File Upload General: Kayman Sykes check1,2.pdf 12/15/2:PM BryanH General Email sent: National Student Loan Rescue UPDATE: MISSING DOCUMENTS! 12/15/2:PM BryanH Status Processing changed to Missing Documents 12/15/2:PM BryanH Status can't pull irs transcripts need income docs sent email o client 12/11/2:PM NpiliStatus Processing changed to At least 50% Payment Received 12/11/2:PM NpiliPayment Plan Payment #status set to Cleared12/1/3:PM AlexC Status Processing changed to Welcome Call - Live 12/1/3:PM AlexC Status Processing changed to First Payment Received 12/1/3:PM AlexC General Email sent: Welcome to National Student Loan Rescue 12/1/3:PM AlexC Status Processing changed to *Welcome Email ==> 12/1/3:PM AlexC Status Processing changed to Welcome Call - Voice Mail 11/27/3:PM NpiliPayment Plan Payment #status set to Cleared11/18/2:PM BryanH Assign Assigned to Shellie Gonzalez as Processing 11/18/12:PM BryanH General Email sent: Welcome to National Student Loan Rescue 11/18/12:PM BryanH Status Loans validated can consolidate need income documents and waiting on first payment 11/18/12:PM BryanH Status Processing started at *Welcome Email ==> 11/16/5:PM NpiliSystem New payment plan activated

Contact Name and Title: T [redacted] SrLoan Process Contact Phone: [redacted] Contact Email: [redacted] No longer works for our company since the end of April We have a corporate number listed on our website that she could've called to get in touch with someone before resubmitting the IBRAccording to your money back guarantee, We completed the work and got her the payment that she signed up for initially therefore a refund cannot be granted once the work has been completed successfullyWe advise all customers to contact our # if they are unable to get in touch with their representative because there are other people here who could've helped her resubmit the applicationWe apologize for any misunderstanding and she may contact our office to get this straighten out

Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@nslrrescue.com
Client submitted renewal for income based repayment application too earlyIt was not due until Jan which is exactly a year from the day she was originally approved in Jan The Payment she received was only $more than what was originally quotedThe only way this happens is if after we verify the client's income (thru pay stubs or income tax return), it is found that the client's actual income higher than what they told us when they first signed upWe apologize for any inconvenience for client not being able to reach *** or receive a call back however as stated before she no longer works here so any information sent to her email or phone is no longer valid and cannot be retrievedPlease always contact our toll free number in the future if this problem occursYes, generally the number is advertised towards new clients but we have existing clients contact us thru this number as wellAlso client was misinformedWe do not charge a fee for this service for clients who signed up with us before May of 2015.Once again we apologize for any inconvenience and she may contact us at anytime to resolve this matter

On Jan 29, file was submitted to *** Client sent email requesting cancellation AFTER we already did the work stated in the contract, prepared and submitted the file Client's file has been approved as of 02/25/thru *** We kept client with the same servicer she
previously had just consolidated her loans with them and got her a lower paymentAccording to the terms of the contract, we cannot issue a refund once consolidation paperwork has been submitted and is in processingWe have fufilled our part of the contract that client signedWe have been in communication with this client and she may feel free to contact us at anytime for clarification and to resolve this matter

This is not our client however, there are other companies out there that use the same marketing companies we do so she may receive calls from several different companies not just oursWe do our best to provide the best customer service possible with continued training for our new and old student
loan debt counselorsIf a prospect does not want to be called, it best to state on the very first call to put them on the do not call list to avoid receiving any further callsOnce the prospect requests for our company to put them on the do not call list, we will honor their request however we have no control over other companies that may contact them as well and they will need to request for the other company to put them on their do not call list as well

We do our best to get client's the lowest payment possible so it may take us longer than usual to process if the lender is trying to make our client pay moreThis can be frustrating both for us and our clients but our number one goal is to make sure our client
get the lowest payment
possibleHad to wait on the dept of ed to update their database in order to submit client's file to get the lower paymentleft this client a message to send me updated pay stubs asap so we can expedite this processI contacted client to explain to him what's going onwaiting on response

Tried to process file but we verified that her income was much higher than what was originally stated when she signed upOne of our student loan debt counselors contacted her to notify her of this but received no answer tried to process and submit file but information was changed possibly by
client and we could no longer get in her file to process itWe will be happy to refund clientshe will just need to mail us in a written notice requesting the refund

On Jan 29, file was submitted to *** Client sent email requesting cancellation AFTER we already did the work stated in the contract, prepared and submitted the file Client's file has been approved as of 02/25/thru *** We kept client
with the same servicer she previously had just consolidated her loans with them and got her a lower paymentAccording to the terms of the contract, we cannot issue a refund once consolidation paperwork has been submitted and is in processingWe have fufilled our part of the contract that client signedWe have been in communication with this client and she may feel free to contact us at anytime for clarification and to resolve this matter

Initial Business Response /* (1000, 14, 2015/08/21) */
*** *** already spoke to client and we have resolved her issueA check was mailed to the client on 8/19/and is on the way to herClient paid but did not provide us with any information that we needed to complete her
consolidation and put her in the right repayment plan
Initial Consumer Rebuttal /* (3000, 16, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told almost a month ago my refund check would be arrivingThe issue of a refund started in June & now Im being told AGAIN my refund is being mailed to meNSLR did in fact have all my information including my WForms & other personal informationNSLR acknowledged my loans were in fact already consolidated but would try & help in lowering monthly payments & forbearance, which did not occurI look forward to my refund & hope NSLR is honest this time around in resolving this matter*** has been the only person who has tried to help resolve this matter to the best of his abilityHowever, responding to countless emails & calls could have been better
Final Business Response /* (4000, 21, 2015/09/09) */
Contact Name and *itle: * ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@nslrrescue.com
Ms*** spoke with our Office manager *** *** who contacted her and took a picture of the check to show her and mailed her another check on Friday Sept 4thWe cancelled the first check that we sent her since she stated she did not receive itIf client still has not receive check we will be glad to issue a refund to a credit card she provides to us the same day

Contact Name and Title: T***
Contact Phone: ***
Contact Email: ***@nslrrescue.com
spoke with client earlier today and resolved her issueInformed her that her consolidation was completedAlso informed her of what was needed to get a $paymentMoving forward I will
be her point of contact

I started this process in March, and I have paid a total of $dollars only to find that Fed loan states that no loan application has been submittedI've been call and emailing the last weeks and no one will return my calls

I had given them my information, which was bad on my part, but had never signed a contract with themThey had charged me on the first monthly payment without a signed contract - so I asked to cancel my applicationThe manager who I spoke to got very upset with me and hung up the phone after I politely asked him to cancel my applicationI did not trust these guys afterwardSo I cancelled my card as well
months later, I get a call from them stating that my payments have been declined and that they would like a new account to withdraw the money fromI politely explained the situation and told him that I do not feel comfortable moving forward after the bad customer service and charging my card after repeatedly asking them to cancel my applicationAnd again, this new "manager" hung up on me

Complaint: ***
I am rejecting this response because:
I submitted complaints towards the company and received one called Mr*** back on several occasions and left a voicemailMy paperwork was filed to ***et after they received my complaintThere is no reason why I shouldn’t have had a phone call or email from NSLI sent emails and phone calls to my processor many times requesting updatesThe contract stated that it would take 4-weeks to processWell 4-week had passed and I heard nothing regarding my updatesI submitted my first complaint on 01/19/It was well before 02/25/There was a day window where I didn’t receive an email nor phone call from NSL RescueI previously told them to withdraw my application and I left voicemails stating thisI called times for days straight and I sent emails for recordsI have yet to receive a return phone callThey promised me a lower payment but the payment I received is actually the same exact payment amount.
Sincerely,
*** ***

We apologize for the client not being able to reach *** however *** was ill during this time and was out for almost a weekWe have sent this client several emails throughout this process updating her on the status of her fileClient needs to check if our messages are going to her junk mail folder to avoid any further miscommunication. Also client currently has the same payment because she is still on a standard repayment plan and her income based repayment application is still being processed by her new lenderI verified with *** *** that the processing of the income based repayment application will be completed by 3/25/with a new lower payment amountTypically after the client loan gets consolidated, they are put on a standard repayment plan until the income driven repayment plan has been processedHowever, she has no payment due at this time while its being processedIn regards to the refund, client sent written documentation to request cancellation on 2/8/However on 1/29/we had already completed the work and submitted the file already Once we have already processed and submitted her file, which means we have completed the work that was promised, refund cannot be issued because we did what we said according to the terms of the contractPlease review a copy of the call/ email log below3/17/1:PMToyaTGeneralclient is currently on the standard repayment program which takes days to processspoke to Nelnet who stated it should be completed by the 25th of March.2/29/1:PMBryanHAssignAssigned to Toya Thames as Processing2/8/1:PMAlexCStatusProcessing changed to Client Cancellation Request2/8/1:PMAlexCGeneralHello MrHeath, I am pleased to see you emailI will still like to withdraw consolidation and get my money back as requested from when put my dispute in with the Revdex.comYou can feel free to give me a call at 662-255-Thanks, Kayman Sykes Sent from my iPhone On Jan 29, 2016, at 5:PM,[email protected]:2/5/2:PMNpili007StatusAccounting changed to 100% Payments Received2/5/2:PMNpili007Payment PlanPayment #status set to Cleared.1/29/5:PMAlexCGeneralApplication sent to nelnet with IRS transcripts pulled from servicer.1/29/5:PMAlexCGeneralEmail sent: National Student Loan Rescue UPDATE: SUBMITTED1/29/5:PMAlexCStatusProcessing changed to Application Sent and Pending1/15/1:PMNpili007Payment PlanPayment #status set to Cleared.12/28/12:PMAlexCGeneralEmail sent: National Student Loan Rescue: DOCUMENTS RECEIVED12/28/12:PMAlexCStatusProcessing changed to All Documents Received12/28/12:PMAlexCFileUpload General: Kayman Sykes check1,2.pdf12/15/2:PMBryanHGeneralEmail sent: National Student Loan Rescue UPDATE: MISSING DOCUMENTS!12/15/2:PMBryanHStatusProcessing changed to Missing Documents12/15/2:PMBryanHStatuscan't pull irs transcripts need income docs sent email o client12/11/2:PMNpili007StatusProcessing changed to At least 50% Payment Received12/11/2:PMNpili007Payment PlanPayment #status set to Cleared.12/1/3:PMAlexCStatusProcessing changed to Welcome Call - Live12/1/3:PMAlexCStatusProcessing changed to First Payment Received12/1/3:PMAlexCGeneralEmail sent: Welcome to National Student Loan Rescue12/1/3:PMAlexCStatusProcessing changed to *Welcome Email ==>12/1/3:PMAlexCStatusProcessing changed to Welcome Call - Voice Mail11/27/3:PMNpili007Payment PlanPayment #status set to Cleared.11/18/2:PMBryanHAssignAssigned to Shellie Gonzalez as Processing11/18/12:PMBryanHGeneralEmail sent: Welcome to National Student Loan Rescue11/18/12:PMBryanHStatusLoans validated can consolidate need income documents and waiting on first payment11/18/12:PMBryanHStatusProcessing started at *Welcome Email ==>11/16/5:PMNpili007SystemNew payment plan activated