Performance SLC LLC

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which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted]

Mrs. [redacted], we do apologize for any inconvenience this may have caused you. We appreciate that you brought this to our attention as we strive to provide our clients world-class customer service and prompt attention. Instances like this helps us continue to improve our customer experience. Please keep...

in mind that Performance SLC has policies and procedures in regards to cancellation. You spoke to one of our compliance managers on 10/23 and he has submitted your final cancellation request. Your contract with EAC and Performance SLC has now been cancelled, effective 10/25/2017. We also want to let you know that Performance SLC did not turn off your auto-payments with your loan servicer, as we do not have access or permission to access your account directly with your loan servicer. Again, we apologize for this inconvenience and wish you well. We have also sent you a $50 [redacted] Gift Card for the inconvenience.

Mrs. [redacted], I listened to the call between you and my representative on 8/23/16, you had some questions regarding the terms of your loans and when your loans will be forgiven. The representative kindly re-explained everything to you and you seemed to understand. There was no abuse or rudeness in this call from either you or my representative. I am going to contact you personally and hopefully we can resolve this.

Performance SLC is a document preparation company in the student loan industry much like [redacted] or [redacted] is in the tax industry.  We make it known upfront, that we are a document preparation company and we are not the department of education. That these services can be completed on your...

own without paying a fee. If that wasn’t recalled in the long conversations we have with our clients, we also restate that and various other compliance related questions in the compliance portion of the enrollment process.  This compliance call is an extensive and very thorough list of questions that you are required to understand and state “Yes” before enrolling with our company. For instance, I listened to the compliance recording, and it was asked of you, “Do you understand that you can complete these services on your own without paying a fee?” You stated yes. We provide these services, because, if you have read in the news, many loan servicers do not advertise these benefits, or while talking to their customer service representatives, do not offer these benefits. Instead they rather place you in an interest accruing deferment or forbearance.  This is why we are making you aware that these programs exist and there’s help out there for you. A perfect example of this is the CFPB’s recent lawsuit against the student loan servicing giant, Navient, that has been all over the news recently. In your case, there was an error with the application, and we reached out to you regarding this to rectify the issue, however, you did not return our calls.  We’re unable, at this time, to determine what that error is. However, it has been notated in your account that you resolved this issue on your own. Since we are a performance based company, and your application was not approved, your contract with our company is void and no monetary fee for our services is required from you until said application is approved. You have since cancelled your services with our company, therefore, again, you are not obligated to pay us any fee.

We do apologize for any misunderstandings about the program details. We do make it known upfront, what the total payment is, what is applied towards our fee and what is applied to your student loan payment. Also, we let the client know that the student loan payment is not paid by Performance SLC,...

and is the responsibility of the client to make that payment to the loan servicer. We also make it known upfront the enrollment fee is financed, and what that entails. Client provided us authorization to run the credit, and has agreed to the terms. With any financing options, it will be reported accordingly to the credit bureaus. As we understand that enrollment process for these programs can be cumbersome together with the long conversations we have with our clients, we have the client go through compliance related questions to ensure complete understanding of our services. In the compliance portion of the enrollment process, there is an extensive and very thorough list of questions that are required to have the client’s understanding. Each question is required to state “Yes” before completing the enrollment process with our company. If any question does not have the client’s understanding, the client’s case file could not move forward. For instance, I listened to the compliance recording, and it was asked of the client, “Do you understand that you have financed the enrollment fee of $1,450.00, that is NOT paid up front and is broken down and factored into a monthly payment of $49.95 that is paid to the 3rd Party Finance Company?” Client stated yes. We further asked, “Do you understand that the payment of $181.00 is what will be applied to your outstanding student loan balance?” Client also stated yes. Since the enrollment, 6 individual student loans have been consolidated, the repayment plan was approved for $181.00 as quoted and everything is complete and approved. We do apologize for the misunderstanding of our services, however, services are now complete.

I believe you may have a misunderstanding of the services we provided. You signed up with our company March 21, 2016. At that time we consolidated your loans and you were entered into the Revised Pay As You Earn repayment plan which lowered your payment and interest rate. This also enrolled you into...

the federal forgiveness program offered by the federal government. When you enrolled, we let you know that we are a document preparation company and because we are a private company, you would have to pay for our services. This program also requires annual recertification, which is included with your enrollment with our company for 2 additional years which provides you a total of 3 years of service. We also let you know we are not your loan servicer. Your consolidation and repayment plan was approved on May 24, 2016. We contacted you beginning of February to let you know that your annual recertification is due in May 2017. You provided us your income so we can analyze and prepare your recertification application. You also let us know that you are no longer able to afford our enrollment fee, and we made arrangements with you and lowered your monthly payment to us. Unfortunately we weren’t able to submit your recertification application and we’ve been trying to reach you in regards to that, but you did not return our messages until after your recertification was due. You did provide us the information we needed to submit your recertification application, but the information you provided us was incorrect. We attempted to reach you several times again, but we did not hear back from you. We did hear back from you in the beginning of September when you wanted to reschedule a payment date, which we obliged. You called again in late September wanting to cancel because you had to process your own recertification. When you spoke to our compliance manager, we were able to provide you with all the information on your account and you decided at the time not to cancel. What we can do at this time is to further assist you and get your student loans back on track and your recertification processed properly. This will bring your account current and your monthly payment set to where it should be. Your compliance manager will be reaching out to you today to go over that information with you. I hope you find this information useful, and have a better understanding our services. We want to make this right with you and will continue to service your account and get you back on track.