Processing Services

We do apologize for any inconvenience this may have caused the client. As previously mentioned, our company has done everything we promised the Client we would do, which was clearly outlined for the client in the agreement she signed with us upon her enrolling with our company.   Due to our company's efforts, Ms. [redacted]'s loans were consolidated and a program placement was successfully submitted and approved on her behalf. It is because of our services that Ms. [redacted]'s loans were consolidated into one low monthly payment and she is now in an income driven repayment program and has a Zero ($0) dollar payment each month on her loans. To address Ms. [redacted]'s allegations in her complaint, at NO time have we represented to her that we are in any way affiliated with the Department of Education or any other government agency. It is very clear on our website and in our client agreements that we have no affiliation with any government agency. We take many precautions to ensure that every client understands this. Furthermore, each time our representatives tried to contact Ms. [redacted] to let her know of updates regarding her file or to address any concerns she may have she repeatedly explained to them that she was "already being helped" and "did not want to speak." At this point all work had already been completed, thus they were merely trying to provide her with an update or return her call. We understand clients tend to have a change of heart at times and it is for this reason we offer a very liberal refund and cancellation policy. Each time we receive such request we do a thorough investigation in order to determine what, if anything, the client is entitled to receive back. Unfortunately, Ms. [redacted]'s request to cancel had been well beyond the time allowed and was made after all work promised to be done by us was already completed on her behalf. After a thorough investigation of Ms. [redacted]'s file, it was determined that all work had been completed on her loans, a consolidation was successfully completed and accepted, and the proper program placement was also successfully completed for her, which is the reason why she now has a $0 dollar a month payment. Again, we apologize for any any inconvenience this may have caused Ms. [redacted] and do appreciate the opportunity to respond.

We spoke with Mr. [redacted] in order to resolve this misunderstanding.  The situation has now been resolved to Mr. [redacted]'s satisfaction.  Mr. [redacted] stated that he would contact the Revdex.com and advise that this matter has been resolved.

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 still think the practices of this business need to be investigated so someone else does not have to go through this.  
Regards,
[redacted]

We have tried to communicate and get everything resolved with Ms. [redacted] but she refuses to cooperate. She has admitted that she sees we have done everything on our part according to our agreement and what she signed up for with us. However, for some unknown reason, she continues to seek a...

refund that is unjustified. She has called and harassed our representatives multiple times, threatening to contact the authorities. She is adamant on getting a refund when services were rendered. We have explained to her multiple times that work has been done on her file and services have been rendered, leading to a benefit on her behalf.  We have a very liberal refund and cancellation policy that we implore for all of our clients. We take the time to thoroughly address all clients' issues and look into their refund requests, we take these matters very seriously. 
Again, we have explained to Ms. [redacted] multiple times in great detail all of the work that has been completed on her behalf. We have exhausted every option at this point in regards to this matter. As mentioned, she admitted to understanding that work has been completed and thus charges justified, however she is persistent in getting a refund based on a "change of heart." Unfortunately, she was well beyond her grace period to cancel and as such, a refund is not justified or warranted here. 
All work promised to be completed has been completed for Ms. [redacted], thus we respectfully request this matter to be fully resolved. 
Thank you.

I spoke to Ms. [redacted] on 7/22/2015 advising her that we wanted to address all of her concerns, Client was very satisfied with the outcome of the conversation and stated that she would contact the Revdex.com and let them know that her concerns were met to her satisfaction.

This is our response to client [redacted]. Complaint #[redacted]. To Whom It May Concern:Thank you in advance for the opportunity to respond to our Client, [redacted], complaint. We have managed Client's student loans since November 11th, 2014. We successfully completed her student...

loans consolidation and program placement. The repayment program we got client approved for was the incorrect program due to client's income docs reflecting a much higher than what client had initially advised and shown on her income documentation. We resubmitted the application for the correct program based on client's correct income documentation. Client was due to "renew services" on November 11th,  2015 and that's when the communication with Client became difficult. As we requested copies of client's income to move forward with renewal process, she provided us with documentation that showed higher income. Again, we cannot process documentation that will result in a much higher payment for client. We ensured her accounts were always in good standing (never in default) and we also completed services. We dropped this client due to disinterested in renewing services and stopping payment. We will not reimburse client any of our service fees. We worked on managing her loans for over a year. We have copies of emails and numerous calls placed to client and she refused to talk to us by hanging up and ignoring our emails. In conclusion, we agree to reimburse a total of $492.26 which is the total amount we were to disperse to her lender as soon as renewal would take place. Please inform if this is acceptable and contact  [redacted] directly at 1-800-269-8508 Ext [redacted].Regards,Legal Department

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.They are going to send me a refund of $1,7?? When I sign there email sent to me
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.
What you said is indeed true. However none of the funds given to you ever were applied to my loans. Therefore I need my money back and this matter taken seriously.
Regards,
[redacted]

This response is in regards to Complaint ID#[redacted]To Whom It May Concern:Thank you in advance for allowing us to address this Client's, [redacted], concerns. This Client signed up for services on March 6th, 2015. We completed her loan consolidation and placed her in the correct repayment...

plan (PAYE -pay as you earn with [redacted] for 12 mos beginning 11/22/15 thru 11/23/16). She was mailed the approval terms on November 9th, 2015. Client called to inform she had not received the approval terms and we re-sent this information on November 20th, 2015. On December 10th, 2015, Client called to confirm [redacted] information for her to make her payment, we provided her with all pertinent information accordingly. On the same day, we received a past-due letter from lender and we immediately informed Client for her to make that payment and avoid delinquency. Client was upset due to assuming that she was paying [redacted] but this was fully clarified to client by one of our associates in both, verbal and writing, that the service fees were that -Service Fees- since September 28th, 2015 (I have a copy of the recorded conversation. She was upset but, once we clarified her assumption, she still decided to continue with our services. It wasn't until we completed our services for client since December of 2015 that she began addressing a refund. I tried to address client concerns when I received an email stating she was very upset and "could not get a hold of anyone". Client had been given all pertinent contact information since day 1 of services. I have been trying to get a hold of Client by both, phone call and email and no responses from client yet. It is always our priority to ensure 100% client satisfaction. I have completed our review of rendered services and determined we do not owe this Client any money back. Nevertheless, we do care for our Clients and must ensure she is satisfied with the final outcome. We collected a total of $619.00 and agree to refund client $300.00. Please have Client contact us directly at: 1-800-269-8508. Ext [redacted].Best regards,Legal Department

We have already taken care of Ms. [redacted]'s complaint and she is very satisfied with the outcome. She advised us that she would be contacting the Revdex.com to let know that this has been resolved.

We have been in contact with Ms. [redacted] via E-mail and we have taken care of all her concerns, She also stated that she would contact the Revdex.com and let them know that everything has been addressed properly and the situation has been resolved.

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 received the refund check for the amount owed , the matter has been resolved
Regards,
[redacted]

We have tried to communicate and get everything resolved with Ms. [redacted] but she refuses to cooperate. She has admitted that she sees we have done everything on our part according to our agreement and what she signed up for with us. However, for some unknown reason, she continues to seek a...

refund that is unjustified. She has called and harassed our representatives multiple times, threatening to contact the authorities. She is adamant on getting a refund when services were rendered. We have explained to her multiple times that work has been done on her file and services have been rendered, leading to a benefit on her behalf.  We have a very liberal refund and cancellation policy that we implore for all of our clients. We take the time to thoroughly address all clients' issues and look into their refund requests, we take these matters very seriously. Again, we have explained to Ms. [redacted] multiple times in great detail all of the work that has been completed on her behalf. We have exhausted every option at this point in regards to this matter. As mentioned, she admitted to understanding that work has been completed and thus charges justified, however she is persistent in getting a refund based on a "change of heart." Unfortunately, she was well beyond her grace period to cancel and as such, a refund is not justified or warranted here. All work promised to be completed has been completed for Ms. [redacted], thus we respectfully request this matter to be fully resolved. Thank you.

We have tried to contact Ms. [redacted] in order to get this matter resolved and taken care of but she insists that we do not contact her. Unfortunately, we have not had an opportunity to address any of her concerns as we have made multiple attempts to contact her to no avail. We respect our clients'...

requests and as such, have made no further attempts to contact her since she requested that we cease all communication with her.   Although we were not given an opportunity to address her concerns we still have issued her a refund check because it is a top priority of ours to ensure all of our clients are fully satisfied .           Below is the E-mail that she has sent to us: On Mon, Jul 20, 2015 at 10:28 AM, [redacted] R <[redacted]@gmail.com> wrote:Please don't call me.  Going forward, I will communicate via my Senator's office regarding your treatment of me.  As well as searching for a more professional company to assist me with my student loans.Thank you,[redacted] [redacted]

[redacted]
12.8000001907349px; font-family: arial, sans-serif;">
[redacted],
We spoke today on 3/4/2015, and per our conversation we went over the issue regarding your wanting to cancel and your concerns about us as a legitimate company. And of course the issue being your initial payment is not a payment on your student loan and if you owe an outstanding balance to your current loan holder [redacted], we advise you to bring that current. 
[redacted] does not have an incentive to see you consolidate your loans, and pay us to provide you with the service of consolidation & program placement. The reason being because they stand to lose a lot of money on interest. I do encourage you to check out the Department of Education's website [redacted], there you can click on the green sign in button, put in your date of birth, your pin, etc just standard information. And once you're in you can consolidation your loans & see the federal loan programs available for you. And also there's tools for you to see how your income & family size in the future will affect your future payments.
This message is confirming your cancellation with the services of Student Loan Aid, as effective immediately your business with us has ended.
And you are taken out of the billing cycle and our processors have stopped working on your file as of today.
Please be advised that your Federal Student Loans will no longer be managed by Student Loan Aid, and that any confidential or private information that you have provided will be properly disposed of.  At this time, with services being terminated, no further payments will be collected from you and your account has been closed. 
Should you have a change in circumstances that may require lower repayment terms in the near future, we encourage you to reach out to us, as we are here to ensure that your student loan payments continue to meet your needs.
We appreciated the opportunity that you had thought to use our service and we regret that we are no longer doing business together.
Should you have any additional questions or concerns, please do not hesitate to contact our resolutions dept at [redacted].
Our hours of operation are 9am-6pm PST Monday - Friday
 
--Regards,
[redacted]Compliance &Customer Service ManagerProcessing ServicesCompliance Dept:[redacted]Main line:[redacted]

To Whom It May Concern:I have reached out to Client to go over additional essential information to try and meet her satisfaction via a partial refund. I am now waiting from Client's response so we may finalize her requests accordingly.Thank you,Legal Department

This complaint has been taken care of by the buisiness.  I was reimbursed in full and told that all my personal information would be deleted from their files.  Thank you for this free service.  complaint #[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.
Firstly, I do not want any money from processing services as they have reimbursed me the fees they charged me.  I would only like FSA to be contacted by processing services that I myself did not open an account with them, and that they could not contact me due to the fact that they were not provided my contact information; on top of the loans being consolidated without my permission in the first place...making my lack of payments an honest reason; and not that I was just trying to get out of paying my loans. The fact that my loans are in default right now is making my life plans extremely difficult, and having this be a part of my credit record when it was not my fault will also be detrimental to them going forward.    The consolidation however was completed/submitted well after contact with processing service employees (see attached email copies) . As it was explained to me by the phone salesman is that processing services would pay my [redacted] and [redacted] loans off and I would pay a one time fee to them instead of interest to my original loan companies. I responded that I needed time to think about it and look over info before going forward. The salesman [redacted] said that I had 14days to cancel think over and cancel. I canceled the next day. (See attached emails)      I would really just like assistance with default resolution group or FSA... Having FSA recall my loans or Default resolution to take me out of Default....And if there was any chance my loans could be returned to their original places that they should have been from the start with Nelnet and [redacted] I would be very thankful, though I doubt that is possible.   If processing services could work with me to help me to get out of default due to all of this, or to get my loans returned to where they should have been so I can make regular payments and not count against my credit, I would appreciate it greatly. Since I am a teacher for longer than 5 years this is also keeping me from possibly also having teacher loan forgiveness since I have worked at a title 1 school.. This would be major to moving forward and starting my life. 
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.
Nothing has been paid on my student loans and in reference to ignoring their calls; they only contacted me after I performed a stop payment to them. I want all that I have paid to them since the service promised was not adhered to.
Regards,
[redacted]

To Whom It May Concern:
I have reached out to Client to go over additional essential information to try and meet her satisfaction via a partial refund. I am now waiting from Client's response so we may finalize her requests accordingly.
Thank you,
Legal Department