Student Aid Institute Inc

Hello Ms. [redacted],After speaking with my CEO, we cannot authorize a refund due to the fact that we held up our end of the contract in full. Our policy is that we only issue refunds if the work is not successfully completed. I can forward the contract and more supporting documentation if needed.[redacted]

I think the main confusion here
occurs when referring to us 'securing' your loan. I apologize for any confusion
but I would just like to remind you that we do not purchase the loans
ourselves, we are a third party company and guarantee that the work gets done.
As stated in the previous emails by my employee, [redacted] claims that your
loans had been in collections since 2010 and that you were fully aware of this.
If you had disclosed this information when you spoke with us on September 8th
then we could have approached your account in a much different manner. If you
log on to [redacted] and look at your loans, you will see that they were in
collections prior to. In November you had also stated that that issue had been
resolved. We try and put our clients first, so we continued to proceed with the
information that you provided. Your [redacted] account seemed to still be active so
we took your word for it.
 
After speaking with [redacted]
multiple times, we had concluded that you were in fact still in collections.
Yes, this was not confirmed until December but the only reason for this was because
you kept stating that the information was false. The moment that we confirmed
this information with [redacted] we acted on it and started the rehab program
right away. We did not fail, you simply just did not let us finish the
work that was being done. My employee worked very hard on this file and could
have finished if you had let her proceed."
Also,
he had SAI completely set up the rehab program and did not ask for the refund
until the work was finished.On
January 23rd he was totally fine with all of this and he completely understood
the process from what I could see, so if you want me to send you some email
chains just let me know.

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.
[To date, I have not received a refund from the Student Aid Institute as stated in their response.]
Regards,
[redacted]

We spoke with the client directly and satisfied her concerns.  She was refunded and the file was cancelled.  She said she was going to withdraw her complaint with the Revdex.com and we thought that would remedy the situation.
 
Having these types of reports on the Revdex.com site hurts our business.  The Revdex.com notes that the complaints are satisfied yet they are still attached to our business on the Revdex.com website.  Our goal in this matter was to have the complaint removed all together. From our understanding only the client has that authority.
 
Hopefully, that is what will occur.

Good Afternoon,
 
I reached to the client via email and phone to handle her concerns and clear up this dispute.  She has not responded to either request.  First of all, the Department of Education only recognizes servicers that work with them.  We are processing...

company that handle consolidations and repayment placement.  The servicers do not recognize our firms because they don't like us.  We are creating work for them.  The servicers do not care about the clients, only their service fees.  None of the servicers contact their clients and offer the programs that are available.  The final issue we have is that the client's husband called our company and made threats to blow up our office.  I asked for reassurance that he was under control and did not pose a threat.  I could not get the client to agree to that.  SAI has no issue refunding the reduced fee that was charged.  We have attempted to make those arrangements and have gotten no response.  SAI has over 2500 satisfied clients and we have refunded over 300 clients that asked for their money back.  
 
Thank you,
 
[redacted]t, CEO

I am no longer working with the Student Aid Institute and requested that they remove all my bank account information from their system and stop the automatic payments. They did not. A payment was deducted from my account the next month.
I have called twice and gotten only voicemail as well as emailed on several occasions that I need my bank account information removed from their system. I have requested a refund be given based upon this transaction and that all future payments not be automatically deducted. No response.
If there is something further that I need to do to stop these automated transaction, they are not providing me with any kind of guidance for what I need to do in order to stop these automated transactions. I’m not getting phone calls back, and emails are now not being responded to, so I need to take this to the next level.
I had a positive experience up until I decided I no longer needed/wanted to work with them…now it’s been ridiculously poor service.

Just finding out today about their fraudulent practices...39/month for two years plus the hundreds up front for their services...got a hold of Navient and they got me in contact with the Consumer Fraud hotline...nothing more I can do... hoping they pay me back soon and that I can joyfully read about Stephen Lamont and his cronies getting theirs.....yeah, right...

WE have reached out to the client to go over his concerns and satisfy his request.  He has not responded.  SAI will fully comply with his request and would like to speak with him about it.

First of all, I reached out to the client and he did not answer and his phone would not give me the option to leave a voicemail.  I checked the notes on his account and the last correspondence from him was on September 9th, not the date he has given.  Also, the account manager on his file is a woman, not a man, so there is no record of him asking for a refund.  As for the request of documents, those are needed to complete the submission on his file.  He was aware of those documents needed the day he signed his agreement with our firm.  I would like to speak with the client at his convenience to go over his concerns.
[redacted] CEO

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]
I have not received any of these copies they claim they have sent out. I have also not had any communication with this company even after I called and left a message with my callback number a few weeks ago. They claimed they have submitted documents on my behalf to my loan holders, but when I asked [redacted] about any changes being made to my account by anyone other than myself the answer I received was no. The documents that I fill out every year is what has determined my repayment plans, so I ask again why am I paying you anything when I'm taking care of the situation myself. As I stated I would like a full refund for my deposit as well as all the monthly fee payments I have made. I want to use that money to pay down my student loan account and not just give it away for nothing.

Hello [redacted],We have already refunded all of the money that was requested by [redacted], I can send you a confirmation if needed. On July 30th Ms. [redacted] told me that she would remove the complaint herself.[redacted]Office:(888) [redacted] ext.[redacted]Fax:(888) 528-14883952 D Clairemont Mesa Blvd #307San...

Diego, Ca 92117www.studentaidinstitute.org

SAI performed the consolidation and repayment placement it was hired to do.  Once we found out the client was upset, SAI offered to refund all of the monthly fees the client has paid, even though SAI has performed a re-submission on behalf of the client.  SAI will still refund the client...

the monthly fees and will continue to resubmit for the client if needed at no cost.

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.
See email thread disputing Student Aid Institute's (SAI) claim that they fullied their end of our orginal agreement. It's very clear they failed to secure my loan and it took them 7 months to figure out that they could not help me. During the [redacted]e SAI was trying to gain my business [redacted] was able to secure it out from under them, once that happened SAI had no way of helping me or setting up any program with me. They denied my refund fully aware that they were not able to help me on establish a repayment plan. My loans also fell into collections during the [redacted]e I was working with them, so having to set up a rehabilitaion program is partially SAI fault. See email thread below for more details
You
did not do anything on your end to secure my business with your company. Now
you are telling me that you manage loans, which is  misleading from all
our other correspondence we have had. Your company failed at attempting to
secure my loan as originally agreed to, [redacted] achieved what you intended
to do. Consolidation, which is what I paid for with a guaranteed of service,
Establishment of a program or my deposit would be returned. Your company was
unsuccessful in this and now you are legally obligated in returning my deposit.
Your claim to what I hired you to do is false, as stated on your website and in
previous emails “We provide federal student loan processing services. Our team
will work with you to find a viable solution to your student loan debt. We will
help you identify the most appropriate program based on your unique situation
as well as assist you to fill out all the required program paperwork. Our job
is to help you maximize your savings and ease the burden of the entire
process”. Your company was not successful processing my loan or setting
me up with a program.
 
 
[redacted] | Production Manager
[redacted]| Shaping Your Image
[redacted].[redacted]
o: 319.[redacted]
 
From: [redacted] [mailto:[redacted]@studentaidinstitute.org]
Sent: Thursday, April 16, 2015 10:40 AM
To: [redacted]
Subject: RE: Refund
 
[redacted],
 
We are not loan holders, we are a third-party
that helps people manage their loans. We would not have secured your loan with
us, we were just helping you get them into good standing. We did everything on
our end that you hired us to do.


[redacted]
[redacted]
Office: (888) [redacted] ext.[redacted]
Fax: (888) [redacted]
www.studentaidinstitute.org


  





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by reply e-mail, delete this email and destroy all copies of the message. Thank
you.
 
---- On Thu, 16 Apr 2015 08:36:27 -0700 [redacted]<[redacted]> wrote ----
[redacted],
 
As of Today
[redacted] confirmed that they now have my loan within their control. I am
requesting my $450.00 back due to the fact that your company was not able to
secure my loan per your 100% money back guarantee. Please let me know when you
are processing my refund.
 
[redacted] |
Production Manager
[redacted].[redacted] | [redacted]
o:
319.[redacted]
 
From: [redacted] [mailto:[redacted]]
Sent: Monday, March 9, 2015 3:02 PM
To: '[redacted]'
Subject: RE: Refund
 
[redacted],
 
When we
spoke I did not know my loan had recently been placed in collections by [redacted].
When we started discussing [redacted] you said that [redacted] still had my loan
and that it was not in collections. Also this statement is false: “[redacted]
also informed me that you yourself have started and stopped rehab programs with
them in the previous years, and you were fully aware that they were in
collections since 2010”. I had two loans that were
placed into rehab and I satisfied my obligations and they are paid off, I
started the program and finished; I never started and stopped. So being in
collections since 2010 is a false statement, which you should know as well
since my loans were with [redacted] prior to contacting you.
 
I am
requesting my enrollment fee back due to the fact that your company was not
able to secure my loan. When I get out of rehabilitation we can take another
look at my options with your company. I am a little confused on why your
company thinks it can hold my enrollment fee when you did not secure my loan?
100% guarantee is in effect and that money is better served in my account
drawing interest.
 
 
[redacted]
o:
319.[redacted] ext [redacted]
 
From: [redacted] [mailto:[redacted]@studentaidinstitute.org]
Sent: Monday, March 9, 2015 12:34 PM
To: [redacted]
Subject: RE: Refund
 
[redacted],
 
When a
client first calls in, the agent always asks if the loans are in
collections. This is for many reasons, such as: 1. It is significantly more
work (usually 5-9 months) to get them back in good-standing 2. We tend to
charge more because of this reason. 3. It allows us to know exactly how to
approach the file from day one. 
      We
also always look at [redacted] to verify the loan amount and who the servicer is and
there is where we saw that you were still with [redacted]. The day you paid the
enrollment fee, I submitted your consolidation application. Because of this, I
did not even think that you would be in collections because a consolidation
normally takes 3-4 months to go through and you told us that your loans were in
repayment and not in collections. Navient themselves stated that the
consolidation was still processing and that is where I received the information
that I relayed to you.
 
    As soon as I confirmed (I did not want to act
on just the fact that you got a phone call because it could have been a scam
and it could have cost you a lot of money if it was not true) that you actually
were in collections, I made sure to get you started in the rehab program as
quick as I could. [redacted] also informed me that you yourself have started
and stopped rehab programs with them in the previous years, and you were fully
aware that they were in collections since 2010.
 
I spoke with
my CEO and he stated that if I cannot consolidate your loans after they are
out of collections then he will refund your enrollment fee.
 


[redacted]
Office: (888) [redacted] ext.[redacted]
Fax: (888) [redacted]
http://www.studentaidinstitute.org/?utm_source=email+signature&utm_medium=em...⇄ />

  





This
e-mail message, including all attachments, is for the sole use of the intended
recipient(s) and may contain confidential information. Any unauthorized review,
use, disclosure, alteration or distribution is strictly prohibited and may
violate state or federal law. If you are not the intended recipient, please
contact the sender by reply e-mail, delete this email and destroy all copies of
the message. Thank you.
 
---- On Thu, 05 Mar 2015 07:41:58 -0800 [redacted]<[redacted]> wrote ----
[redacted],
 
It took your
company over 4 months to figure out where my loan was and the state it was in,
I was not even aware that it was in rehabilitation state until [redacted] got
involved. Your company had me believing my loan was still in processing and I
have documentation showing that you said it was still in processing and things
looked great. I will stick with [redacted] during the rehabilitation process,
once I am clear of that we can look at other options. Until than I am
requesting my $450.00 back due to the fact that your company was not able to
secure my loan.
 
[redacted]
o:
319.[redacted] ext [redacted]
 
From: [redacted] [mailto:[redacted]@studentaidinstitute.org]
Sent: Thursday, March 5, 2015 9:34 AM
To: [redacted]
Subject: Refund
 
Hello Mr.
[redacted],
 
I
was forwarded your email requesting for a refund. We are still able to help you
with your loans, we were just never informed by you until recently that you had
previously started a rehabilitation program. We spoke with [redacted] for you
and sent in your new rehab application to them. As long as you stick with the
rehab, your loans will be out of collections in 3 months and your consolidation
that we have previously submitted will still get pushed through. We are
definitely helping with you, but unfortunately we need to wait 2 more months
until they are out of collections and back with [redacted].


[redacted]
Office: (888) [redacted] ext.[redacted]
Fax: (888) [redacted]
http://www.studentaidinstitute.org/?utm_source=email+signature&utm_medium=em...⇄ />

  





This
e-mail message, including all attachments, is for the sole use of the intended
recipient(s) and may contain confidential information. Any unauthorized review,
use, disclosure, alteration or distribution is strictly prohibited and may
violate state or federal law. If you are not the intended recipient, please
contact the sender by reply e-mail, delete this email and destroy all copies of
the message. Thank you.
 
Regards,
[redacted]

This is in regards to complaint #[redacted]... we have already cancelled Ms....

[redacted]'s account and refunded her.[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.
The business did not fulfil the agreement that was made.  Per phone conversation and email correspondence with Student Aid Institute staff member [redacted], our loans were to be consolidated at a lower monthly payment and all loans qualified for the Public Service Loan Forgiveness program.  All figures on the amount of the loans being forgiven by their business were drafted based on all loans qualifying in a 10 year forgiveness.  Per a phone conversation with [redacted], another staff member at Student Aid Institute, she told us that this spousal consolidation loan was the first time they had ever run into this type of loan and had to research what to do.  She advised us that she would not be charging us the monthly service fee until she was able to figure out the problem.  To this date the monthly service fee is not being drafted from our account because [redacted] up to this point had not felt that they had finished the consolidation of the loans.  After numerous attempts to get information from [redacted] we were finally able to reach [redacted] who advised us the [redacted] had left for a medical issue.  She also confirmed that they did not know of this type of loan.  Seems that if you are student loan specialists you maybe would be up to date and aware of all of the possibilities.Because the spousal consolidation loan is not lumped in with all of the other loans and we have to pay that separate we are actually making a higher payment then prior to getting involved with the Student Aid Institute.This response from the business claiming that now the spousal consolidation loan is able to be forgiven is the first time anyone has said anything to us about that.  20 years is not 10 years as was advised to us by the staff at Student Aid Institute.  This loan is also part of [redacted]'s loans so the amount of her loans that is on the document is still not consolidated in full.  With this information and the fact that they still have not drawn their monthly fee because staff was still trying to figure out the problem, we are requesting full refund of the origination fee and for the Student Aid Institute to cease and desist representing us.I would be happy to provide the Revdex.com with all email correspondence and any phone messages that I can locate from [redacted], or [redacted].
Regards,
[redacted]

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.
 
Good Morning,
I have recently received my refund of $248 back in my checking account. I am satisfied with this resolution from the company; however, I do not wish to withdraw my complaint so that other consumers can be informed. No response though from the company is needed. Thank you for your help!
Sincerely,
[redacted]

We have been in contact with the client.  We sent him a copy of the original application we submitted on his behalf.  We also forwarded him a copy of the re-submission application for this year.  We have stopped all charges and the client is now responsible for future resubs....

 SAI performed all work the client hired us to do and is not entitled to a refund.  We have reached out to the client with no response.  He is aware that we did the work required.

Consumer became a client on June 17th.  Loans were verified on June 18th.  SAI put clients loans in forbearance for 3 months on June 19th.  Client was originally unresponsive when we requested the documents needed to submit.  By the July 20th we received clients docs and...

submitted the file for consolidation.  While waiting on approval, client contacted company to cancel.  SAI had already performed services client paid for.  The process for consolidation takes three months.  When we received the Revdex.com complaint, we checked to see status of the consolidation.  It was approved and client now has a $0 payment.  SAI did the work it was hired to do and delivered the payment that was quoted.

Again, I have reviewed client's file and see that we have requested the documents to submit the consolidation 15 times.  The client never complied to our request.  If she would have provided what was needed, her new payment would be and estimated $65, which is far lower than her current payment of $500.  I spoke with the agent who handled her account and he is one of our most respected agents.  He has never had a complaint from a client.  He is most noted for treated his clients with utmost respect they deserve.  I understand the client is upset and feels that complaining through the Revdex.com is her recourse.  We have over 2500 clients and we have delivered what we promised.  SAI has issued close to 400 refunds to clients for a multitude of reasons.  Failure to cooperate with us for 5 months and then making up disparaging statements about an agent is not one of them.  I would be more than happy to discuss this with the client and see if we can come to an amicable arrangement.  
 
[redacted] CEO

The client has not responded to the email that was sent or the phone call attempting to discuss her cancellation and request for refund.  SAI has been working on her file for over 2 months even though the client has been uncooperative in providing us the documents needed to submit her consolidation.  On August 12th, at the client's request, we placed her student loans in forbearance.  This provider her with financial relief while we worked on her submission.  The next day, she requested to cancel.  SAI held up it's end of the agreement she signed.  The client made requests and we did what she asked.  After 2 months of working on her behalf and getting her payment relief, she requests a refund of her reduced fee.  SAI has always taken care of its customers.  This client refuses to cooperate and there isn't much we can do without communicating with her.  
 
Thank you,